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FTP Login is being refused ...

Plusnet Help Team
Plusnet Help Team
Posts: 993
Thanks: 101
Fixes: 45
Registered: ‎06-08-2018

Re: FTP Login is being refused ...

Hey @kaspencer,

Thanks for letting us know.

I am sincerely sorry this issue is still ongoing and I do apologise for the inconvenience it causes you.

 

I can see we are still awaiting an update from our networks team, I'll provide a further update to the internal support ticket we have with them and hopefully this will help speed up a resolution for you.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Superuser
Superuser
Posts: 3,737
Thanks: 2,200
Fixes: 14
Registered: ‎10-04-2007

Re: FTP Login is being refused ...

SU Escalation

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation:  Review response


 

kaspencer
Grafter
Posts: 92
Thanks: 6
Registered: ‎08-01-2008

Re: FTP Login is being refused ...

@MauriceC @OskarPapa @RandallFlagg @Beyhive 

Having had about 25 days with no failures, I was hoping that the issue had been resolved but that someone had failed to inform me of that fact. Then this morning, my FTP Login failed again.

It is no good issueing platitudes, saying that you care and that you are working on it. That takes me for a fool. The fact is that is you cared you would do something about it. In fact, you leave me with the impression that the technical team at PlusNet is no better than the average telecoms/Internet services provider - useless when really needed - and in fact bottom of the pile when we compare your actual performance with your media advertisements, which inhabit a dream worked compared with the reality of my experience.

I would not be surprised if my issue was such that it could be resolved within an hour, but your incompetence and complete lack of commitment to customer care just leave me at a loss.

Kenneth Spencer

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,064
Thanks: 172
Fixes: 42
Registered: ‎09-10-2018

Re: FTP Login is being refused ...

Thank you for your comments @kaspencer.

 

I can see that one of our advisors updated your ongoing ticket this morning and awaits your response.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
kaspencer
Grafter
Posts: 92
Thanks: 6
Registered: ‎08-01-2008

Re: FTP Login is being refused ...

@OskarPapa 

Frankly, I am astounded that after all this time, "one of your advisers" has made this request for such basic information about this problem. It explains to me why you have simply been incapable of dealing with the issue.

First rule of customer support: "Do your home work". In other words find out what has been going on from the beginning.

I suggest that you advise your colleague to read the history. That is what I shall advise him/her to do.

Kenneth Spencer.

Plusnet Help Team
Plusnet Help Team
Posts: 1,469
Thanks: 250
Fixes: 49
Registered: ‎26-03-2018

Re: FTP Login is being refused ...

Hi @kaspencer 

 

Apologies for the ticket reply, I'll feed that back. 

 

I've updated the INFOPS task internally making them aware of the issue as it currently is and asking for further detail. 

 

Once a reply is provided we will inform you accordingly. 

 

Kind Regards,

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
kaspencer
Grafter
Posts: 92
Thanks: 6
Registered: ‎08-01-2008

Re: FTP Login is being refused ...

@MasterOfReality @OskarPapa @Mads @RandallFlagg 

The issue continues:

21st August - everything worked, and had done so for the past 30 days, just like this, as it should:

Processing of webstats started at Friday, 20190821 05:30:01.
Connected to homepages.plus.net.
220-PLEASE NOTE: If you have a non-subscription account you will only be able to login to this ftp server if you are dialled into our network.
A Maximum of 4 concurrent connections are allowed to this server, each session is
limited to 256KB/s downloads.
220 Plus.Net FTP Server #1 ready
331 Password required for kaspencer
230 User kaspencer logged in Remote system type is UNIX. Using binary
mode to transfer files.
Local directory now /****/*******/****/******/******/******/raw_logs
250 CWD command successful local: www.kaspencer.com.gz remote: www.kaspencer.com.gz
200 PORT command successful
150 Opening BINARY mode data connection for www.kaspencer.com.gz (5947 bytes)
226 Transfer complete 5947 bytes received in 0.01 secs (484.5 kB/s)
local: www.atworth.org.uk.gz remote: www.atworth.org.uk.gz
200 PORT command successful
150 Opening BINARY mode data connection for www.atworth.org.uk.gz (8030 bytes)
226 Transfer complete 8030 bytes received in 0.00 secs (3361.3 kB/s)
221 Goodbye. 

22nd August - exactly the same process as on 21st, BUT login refused:

Processing of webstats started at Friday, 20190822 05:30:01.
Connected to homepages.plus.net.
220-PLEASE NOTE: If you have a non-subscription account you will only be able to login to this ftp server if you are  dialled into our network.
A Maximum of 4 concurrent connections are allowed to this server, each session is
limited to 256KB/s downloads.
220 Plus.Net FTP Server #1 ready
331 Password required for kaspencer
530 Login incorrect.
Login failed.

23rd August - exactly the same process as on 21st, BUT login again refused:

Processing of webstats started at Friday, 20190823 05:30:01. 
Connected to homepages.plus.net. 220-PLEASE NOTE: If you have a non-subscription account you will only be able to login to this ftp server if you are dialled into our network. A Maximum of 4 concurrent connections are allowed to this server, each session is
limited to 256KB/s downloads. 220 Plus.Net FTP Server #1 ready 331 Password required for kaspencer 530 Login incorrect. Login failed.

The amount of time and energy being consumed by all these messages would have been eliminated if PlusNet had a proper routine for dealing with issues IN STRICT ORDER OF SUBMISSION. Apart from all the annoyance and frustration caused since this issue emerged in the first week of May, everyones time is being wasted telling me "that the issue has been - put on hold - released - awaiting some imaginary action of some team of other" - when all it would take is one reasonably intelligent operative to look at the FTP servers and their configuration and logs against my FTP account and correct the error.

Invite me up to Sheffield, or to LINX or wherever and I could probably sort it out myself.

What do I have to do to get this matter resolved? Chain myself to the gates of PlusNet?

KA Spencer

 

Plusnet Help Team
Plusnet Help Team
Posts: 993
Thanks: 101
Fixes: 45
Registered: ‎06-08-2018

Re: FTP Login is being refused ...

Hey @kaspencer,

Thanks for getting back in touch.

 

I am disappointed this has not been rectified yet, I'll note info down this info over our raised task with them internally.

From checking over the internal raised task there has not been an update as of yet.

 

I am truly sorry this is still happening, rest assured we are working to get this fixed for you.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team