URGENT assistance - login STILL UNRESOLVED Tickets 183343062 (open 07.10.18) 183513131, 183512963

[#1]

Dear Support,

I require urgent assistance with an issue that was first raised 07.10.18 and remains unresolved despite many calls and open tickets as detailed below.

I am a legacy customer from Madasafish and also have a domain name acquired as part of that package. I am currently a PlusNet customer.

This additional domain name is my primary email account to send and receive. It is my core correspondence address. I have been without this for over a week.

Both email accounts were sending spam and clearly had been compromised at the Plusnet server and were disabled by PlusNet.

Sunday 07.10.18: Called PlusNet Support who changed the Madasafish password, and raised a ticket for the additional domain issue (ticket 183342491) Was advised the issue was passed to Network Administration Team (SLA of 3 working days). I have always had two separate logins; one for Madasafish and one for my additional domain originally acquired via Madasafish in 2007.

Thursday 11.10.18 I rang having heard nothing and after a 40 min wait on the phone it was confirmed they had reset the additional domain password and it would be approx 1 hour before this became active for me. This was not the case.

Friday 12.10.18 I called yet again as still no access to the additional domain who reset the password again and said he would chase the support ticket for the unresolved issue of resetting and giving me access to my additional domain.

To date, afternoon of Sunday 14.10.18, there has been no further contact from support. The issue remains unresolved. 

Support tickets associated this with issue are as follows: 183343062, 183513131, 183512963, 183495531, 183342491

As i am sure you can appreciate this is simply not acceptable and as a priority i need to gain access to my email additional domain. 

How can i escalate this as a matter of urgency?

[#2]

Moderator's note by Dick (Strat): Post released from Spam Filter.

[#3]

Sorry to hear this.

We've chased this up for you and we'll update you as soon as we know more

[#4]

Hi There, thank you for your message. A week on from posting on this forum we are still awaiting a response from support to resolve all these open tickets. How can we escalate this as nothing is being done, not even an update from them as to the current status and ETA on resolving.

[#5]

Hi @robshea,

I can see that there was a network admin response via another ticket here. Can you please try logging into the MAAF website and try resetting the password for the second mailbox.

Please make sure that you choose a brand new password for this and let us know how it goes.

[#6]

Thank you - tried before and still unable to login. 

[#7]

Hi there, I'm really sorry to see that the ticket is still outstanding. I've just been over and spoken with someone that's agreed to pick this up right now so you should see a reply to 183343062 shortly. 

UPDATE, it's been sorted now so we just need you to try resetting the password again ASAP. 

[#8]

Thank you. On sunday we sent a chat message to add an IPS tag to our additional domain that we obtained via madasafish, (which is the one we are unable to log in to). Can this be chased up please so we can complete the transfer to my domain name registrar. It needs to be changes to 123-REG

Thank you.

[#9]

Hi @robshea, could you please confirm the details in this ticket are correct and we will pass this to our networks team to process.

[#10]

Hi Lauren,

We are unable to add a comment in the message you sent in order to confirm the IPS tag change - the comment button is  a dead link! If you require confirmation of the IPS tag change can you email us and we can upon receipt, since this is likely yo be the quickest way. 

Many thanks Liz and Rob.

[#11]

Hi @robshea,

I've sent this to the domains team to get it updated for you. Sorry the ticket link didn't work, it's because it was a Plusnet link but the account is MAAF. I'll let you know when I've got confirmation of the update. It shouldn't be long. 

[#12]

@robshea 

Just to let you know I've had confirmation the domain team have updated the domain for you. I've run a Whois and it's already updated. Please let us know if you need anything else.