Plusnet major service failure

Is there anyone from Plusnet out there?

I am having continuing problems with my mail - some accounts not
accesable, another account bounces mail back to the sender.

The last communication I had from Plusnet was last night at 23:23
telling me the problem would be "resolved within the next few hours".
It is now 10:30 and although more than a "few hours" have passed the
problem patently has not been resolved.

Is there anyone in Plusnet that has any idea at all of what is going
on, and if so when, if ever, the problems will be fixed?
--
Cheers

Peter

Remove the INVALID to reply

"Peter" <(E-Mail Removed)> wrote in message

> The last communication I had from Plusnet was last night at 23:23
> telling me the problem would be "resolved within the next few hours".
> It is now 10:30 and although more than a "few hours" have passed the
> problem patently has not been resolved.
>
> Is there anyone in Plusnet that has any idea at all of what is going
> on, and if so when, if ever, the problems will be fixed?

There was another service announcement after 9am this morning saying the
problem wasn't fixed and not giving an new ETA.

This is third hand information because the portal is practically dead too
(serving a page about every 5-10 minutes), so I havn't been able to see it
for myself.

Pretty poor service, I guess most of support have taken the week off.

Jc.

..

On Tue, 28 Dec 2004 10:29:59 +0000, Peter
<(E-Mail Removed)> wrote:

>Is there anyone from Plusnet out there?
>
>I am having continuing problems with my mail - some accounts not
>accesable, another account bounces mail back to the sender.
>
>The last communication I had from Plusnet was last night at 23:23
>telling me the problem would be "resolved within the next few hours".
>It is now 10:30 and although more than a "few hours" have passed the
>problem patently has not been resolved.
>
>Is there anyone in Plusnet that has any idea at all of what is going
>on, and if so when, if ever, the problems will be fixed?

You're right it is major only they don't seem to think so. They are
bidding on Ebay for a spare part as we speak, didn't want the "buy it
now option" so we need to wait till the auction finishes in three days
before they get the parts to fix it. Either that or the engineers
sober up whichever is the soonest.

You might want to see this posted elsewhere



On Tue, 28 Dec 2004 07:37:02 GMT, (E-Mail Removed) (Donald
Monkshabit) wrote:

>OK people time we sought some alternatives to PN as they are now
>taking the proverbial P with this problem, perhaps they are waiting
>for an Ebay auction to finish so they can obtain some parts as there
>are clearly no reserves for this service.
>
>It is quite apparent either the real engineers are still suffering a
>hangover, dont exist or have all abandoned ship as the clock just
>keeps getting put back and back on this fix. I imagine all they have
>there is Blakey the cleaner trying his best with a broom and duster.
>Well done Plus Net I knew it was a mistake trying you out for the last
>two months, you're cowboys.
>
>Not your only problems as has already been said here but even yet they
>keep changing the goalposts:
>
>ADSL problems for 30 Days 15 Hrs 9 Mins
>Email problems for 1 Days 12 Hrs 0 Mins
>Web Space & FTP 1 Days 10 Hrs 54 Mins
>Usenet problems for 64 Days 20 Hrs 27 Mins (although google
>reckons it's been forever)
>
>I's say that was second rate in anyones book and contrary to the
>updates business users are out as well and the problem has been going
>on for much longer then claimed. What about the imaginary decreasing
>of mail queues, does this mean you are losing the mail in the system
>thereby ensuring we are really stuffed, how can a queue decrease if
>you dont have a clue how to fix something, even the webmail is not
>working.
>
>Plus Net Service Status
>
>Service Status Archive
>
>Date and Time Notice
>2004-12-27 22:24:15 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA
>has now been extended. The network team have also stated that the mail
>queues resulting from the problems have now started to decrease.
>
>
>We expect the matter to be resolved in approximately 10 hours.
>A further update will be made at 9am tomorrow morning.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Martin Cundell
>Customer Support
>2004-12-27 21:07:57 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current. The network team have also stated that the mail queues
>resulting from the problems have now started to decrease.
>
>
>We expect the matter to be resolved in approximately 6 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Martin Cundell
>Customer Support
>2004-12-27 20:06:35 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current. The network team have also stated that the mail queues
>resulting from the problems have now started to decrease.
>
>
>We expect the matter to be resolved in approximately 7 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Martin Cundell
>Customer Support
>2004-12-27 19:07:42 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current. The network team have also stated that the mail queues
>resulting from the problems have now started to decrease.
>
>
>We expect the matter to be resolved in approximately 8 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Martin Cundell
>Customer Support
>2004-12-27 17:44:02 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current.
>
>We expect the matter to be resolved in approximately 9 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Martin Cundell
>Customer Support
>2004-12-27 16:20:48 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current.
>
>We exprect the matter to be resolved in approximately 10 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Luke Horwath
>Customer Support
>2004-12-27 15:25:53 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue and the initial ETA is
>still current.
>
>We exprect the matter to be resolved in approximately 11 hours.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards,
>Luke Horwath
>Customer Support
>2004-12-27 14:11:48 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue, but it has taken
>longer then first thought.
>
>Our current ETA for resolvement is now approximately 12 hours.
>
>Please accept our apologies for any inconvenience caused
>
>Kind Regards,
>Luke Horwath
>Customer Support
>2004-12-27 12:36:20 Email Problems - Update
>In situations like this where our Email service is off-line, under
>normal circumstances we would fall back to our Business Continuity
>Platform. However this is a manual process which would take as long as
>re-building the current server, so we have chosen not to take this
>path as moving back to the standard platform will cause similar
>issues.
>
>An early estimate for the resolvement of the permissions problem is
>6-8 hours.
>
>From 1400 we will be updating service status hourly until the matter
>is resolved.
>
>Again we apologise for any inconvenience caused and would like to
>assure our customers that we are looking at this as a matter of
>priority.
>
>Kind regards
>Luke Horwath
>Customer Support
>2004-12-27 11:29:49 Email Problems - update
>Customers will have noticed service problems affecting POP3 and IMAP
>email collection along with FTP updating. This unfortunate service
>issue has been caused by an error on our main service creation server,
>
>which has been completely rebuilt in the past couple of days as a
>result of some major emergency maintenance to the server.
>Unfortunately the replacement had an error in a script which has
>caused user permissions on the affected services to be modified so
>they are now incorrect.
>
>We have identified the issue and have corrected the problem. Now we
>are completing a total component refresh across all services, to
>ensure all data and permissions are safe and reset to their correct
>values.
>
>We aplogise for the loss of service to you over this festive period,
>and assure you this issue will be resolved as quickly as possible.
>
>Kind regards
>Luke Horwath
>Customer Support
>2004-12-27 10:11:45 FTP Problems - Update
>We are still investigating an issue whereby some customers cannot
>upload or modify files on the FTP platform.
>This will result in an error message along the lines of:
>"Permission denied".
>
>Our engineers are working on this problem and we will update you when
>further information is available.
>
>We would like to apologise for any inconvenience this may have caused.
>
>
>Kind Regards,
>Luke Horwath
>Customer Support
>2004-12-27 08:34:02 Email Problems - update
>Our engineers are still investigating problems with POP3 and IMAP
>email collection, whereby customers are experiencing authentication
>errors when logging into mailboxes.
>
>Please again accept our apologies for any inconvenience caused by this
>issue.
>
>
>Kind Regards,
>Nick Dodds
>Customer Support
>2004-12-26 22:54:42 FTP Problems - Update
>Following on from the earlier announcement regarding FTP problems: Our
>network team are still working on the issue, but it has taken longer
>then first thought.
>
>We will update you further when more information is available.
>
>Please accept our apologies for any inconvenience caused
>
>Kind Regards,
>Jonathon Smith
>Customer Support
>2004-12-26 22:53:11 Email Problems - Update
>Following on from the earlier announcement regarding email problems:
>Our network team are still working on the issue, but it has taken
>longer then first thought.
>
>We will update you further when more information is available.
>
>Please accept our apologies for any inconvenience caused
>
>Kind Regards,
>Jonathon Smith
>Customer Support
>2004-12-26 20:25:55 FTP Problems
>We are currently investigating an issue whereby some customers cannot
>upload or modify files on the FTP platform.
>This will result in an error message along the lines of:
>"Permission denied".
>
>Our engineers are working on this problem currently and we would like
>to apologise for any inconvenience this may have caused.
>
>Kind Regards,
>Jonathon Smith
>Customer Support
>2004-12-26 19:19:45 Email Problems
>We are currently investigating problems with POP3 and IMAP email
>collection.
>
>Our network team are looking into this issue and we will update you as
>soon as more information is available.
>
>Kind Regards
>Scott Elliott
>Customer Support
>2004-12-26 17:41:16 CGI Website Issue - Resolved
>The earlier problem with the CGI platform have now been resolved and
>sites should be displaying normally.
>
>Please accept our apologies for any inconvenience caused.
>
>
>Kind Regards
>Scott Elliott
>Customer Support
>2004-12-26 17:06:48 CGI Website Issue
>Unfortunately some customers may currently be experiencing problems
>viewing their CGI websites, also access via ftp or telnet may also be
>problematic.
>
>Be assured our network engineers are currently investigating the cause
>of the problem and we will provide an update as soon as one is
>available.
>
>Please accept our apologies for any inconvenience caused.
>
>Kind Regards
>Scott Elliott
>Customer Support
>2004-12-26 10:17:25 CGI Server Problems Resolved
>The earlier problem with the CGI platform being unavailable has now
>been resolved and sites should be displaying normally.
>
>Please accept our apologies for any inconvenience caused.
>
>
>Kind Regards
>Stewart Norriss
>Customer Support
>2004-12-26 08:41:24 CGI Website Issue
>Some customers may be experiencing problems viewing their CGI
>websites.
>
>Our network engineers are currently investigating the cause of the
>problem and we will provide and update shortly.
>
>Please accept our apologies for any inconvenience caused.
>
>
>Kind Regards
>Stewart Norriss
>Customer Support
>


This will please you then, they don't even answer emails, no wonder
they are in no hurry to fix it.


*******************88

From: (E-Mail Removed) ((E-Mail Removed))
Subject: Re: ADSL Provider With Free Activivation And No India Based
Technical Support?


View this article only
Newsgroups: alt.internet.providers.uk
Date: 2004-12-20 00:45:40 PST


"Martin²" <(E-Mail Removed)> wrote:
> PlusNet has recently won awards as best customer ISP and another for best
> customer service, they even reply to posts on uk.telecom.broadband !

Yes, but they don't reply to E-Mails.

--
Chris Green
Post a follow-up to this message

Message 7 in thread
From: PlusNet Support ((E-Mail Removed))
Subject: Re: ADSL Provider With Free Activivation And No India Based
Technical Support?


View this article only
Newsgroups: alt.internet.providers.uk
Date: 2004-12-20 10:00:04 PST


On 20 Dec 2004 08:45:38 GMT, (E-Mail Removed) wrote:

>"Martin²" <(E-Mail Removed)> wrote:
>> PlusNet has recently won awards as best customer ISP and another for best
>> customer service, they even reply to posts on uk.telecom.broadband !
>
>Yes, but they don't reply to E-Mails.

Hi there,

No we don't. We have an sales enquiry tool on the website or you could
always call us if you have a few questons.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+
Post a follow-up to this message

Message 8 in thread
From: Peter Gradwell ((E-Mail Removed))
Subject: Re: ADSL Provider With Free Activivation And No India Based
Technical Support?


View this article only
Newsgroups: alt.internet.providers.uk
Date: 2004-12-20 10:21:28 PST


On Mon, 20 Dec 2004 17:57:22 +0000, PlusNet Support
<(E-Mail Removed)> wrote:

>On 20 Dec 2004 08:45:38 GMT, (E-Mail Removed) wrote:
>
>>"Martin²" <(E-Mail Removed)> wrote:
>>> PlusNet has recently won awards as best customer ISP and another for best
>>> customer service, they even reply to posts on uk.telecom.broadband !
>>
>>Yes, but they don't reply to E-Mails.
>
>Hi there,
>
>No we don't.

You don't reply to emails? That's friendly...

peter

--
peter gradwell. gradwell dot com Ltd. http://www.gradwell.com/
-- engineering & hosting services for email, web and voip --
-- http://www.peter.me.uk/ -- http://www.voip.org.uk/ --

Post a follow-up to this message

Message 9 in thread
From: PlusNet Support ((E-Mail Removed))
Subject: Re: ADSL Provider With Free Activivation And No India Based
Technical Support?


View this article only
Newsgroups: alt.internet.providers.uk
Date: 2004-12-20 12:40:10 PST


On Mon, 20 Dec 2004 18:21:27 +0000, Peter Gradwell
<(E-Mail Removed)> wrote:

>On Mon, 20 Dec 2004 17:57:22 +0000, PlusNet Support
><(E-Mail Removed)> wrote:
>
>>On 20 Dec 2004 08:45:38 GMT, (E-Mail Removed) wrote:
>>
>>>"Martin²" <(E-Mail Removed)> wrote:
>>>> PlusNet has recently won awards as best customer ISP and another for best
>>>> customer service, they even reply to posts on uk.telecom.broadband !
>>>
>>>Yes, but they don't reply to E-Mails.
>>
>>Hi there,
>>
>>No we don't.
>
>You don't reply to emails? That's friendly...
>
>peter

We just don't find it an accountable way to communicate with our
customers. Also with our intenal system, contact via the portal is
easier to manage, delegate, report on and respond to in a timely
manner.

kind regards

Luke
--
| Luke Horwath Broadband Solutions
| Comms team for Home & Business
| PlusNet Plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----+


AND TO TOP IT ALL the latest update they have is

Date and Time Notice
28/12/2004 @ 09:09 Email Problems - Update
Following on from the earlier announcement regarding email problems:
Our network team are still working on the issue and the initial ETA
has been extended. Our network support team have also stated that the
mail queues resulting from the problems have significantly decreased.


A further update will be made at 1pm or as soon as a further update is
available, unfortunately we do not currently have an ETA for full
resolution.

Please accept our apologies for any inconvenience caused.

Kind Regards,
Scott Elliott
Customer Support




This could go on for weeks hahahahahahahahaha


Fuck Plusnet find another ISP who gives a fuck.

Geez,

Plusnet seem to be having fun, but where's their system redundancy for
chrissake!

I was finishing a trial on a Linux system, it was an Intranet and mail
server for 250 users in a business, and Sod's Law kicked in - in the
middle of the night (2.39am), two days before it was due to 'go live'
the server had a complete disk failure - this was on the morning of the
day I was due to install its mirrored drive AND also finish prepping the
hot spare server destined for a secondary site.

I arrived at work at 8am the next day, finished setting up the spare
server, re-loaded the apps, copied the database backups onto the 'spare'
server and had the entire system up and running by 10am.

Total business-hours downtime was a shade under two hours and now with
all systems fixed and in place there would be a max outage of <5mins
while the spare kicks in.

Total cost of this super-sexy fault tolerant system - about £1400 for
two Acer Altos G310 Servers with mirrored 300GB disks.

Seems PlusNet even makes UK2Net look good!

On Tue, 28 Dec 2004 11:41:33 +0000, Linker3000
<(E-Mail Removed)> wrote:

>Geez,
>
>Plusnet seem to be having fun, but where's their system redundancy for
>chrissake!
>
>I was finishing a trial on a Linux system, it was an Intranet and mail
>server for 250 users in a business, and Sod's Law kicked in - in the
>middle of the night (2.39am), two days before it was due to 'go live'
>the server had a complete disk failure - this was on the morning of the
>day I was due to install its mirrored drive AND also finish prepping the
>hot spare server destined for a secondary site.
>
>I arrived at work at 8am the next day, finished setting up the spare
>server, re-loaded the apps, copied the database backups onto the 'spare'
>server and had the entire system up and running by 10am.
>
>Total business-hours downtime was a shade under two hours and now with
>all systems fixed and in place there would be a max outage of <5mins
>while the spare kicks in.
>
>Total cost of this super-sexy fault tolerant system - about £1400 for
>two Acer Altos G310 Servers with mirrored 300GB disks.
>
>Seems PlusNet even makes UK2Net look good!

I think it's clear they just don't have anyone there to fix anything.
It wouldn't be so bad if they just admitted their waiting for the
engineers to sober up.

Current status/excuse here
http://portal.plus.net/central/forum...ic.php?t=23727