Mail issues

David · Jul 04, 2008, 16:48:18

Quote from: Rik on Jul 04, 2008, 16:34:47
I sympathise, David. OTOH, IDNet do understand the anger people are feeling, and are not attempting to defend what has happened - they got it wrong, they plan to ensure it never happens again.

I never thought I would say this about IDnet,but this last statement could come straight from DowningStreet.
No doubt I will get trodden on,but I am referring to IDnet and not you or anyone else here my faith in these promises is well and truly dented and my big fear and it is real,what if this happened to my connection ?Im concerned now about the quality maybe its unfounded but it concerns me greatly

kerrso05 · Jul 04, 2008, 16:50:09

Glad to see that Idnet has put something up to notify us all what is going on. I think they need to keep that updated on the hour until this crisis has past. IDNet, just a wee bit of advice, you need to bring your customers with you through a crisis and good communication will help. I believe that people will have more sympathy with you and your plight if you let them know what is happening. I'm not saying that we need to know every nut and bolt of the problem but we as customers need to be kept informed.
I have every sympathy for Rik and Simon who help run this board they are as much frustrated as anyone with what has happened.....it's not their fault nor is it IDNet.......remember, it is some low life who is bored and has thought what a great laugh it would be if we bombarded IDNet with Spam.

All those that are talking of moving because of this, should first stop and think.....were are you going to move too? I have been with IDNet a couple of months now and I am very happy with the set up (except for this hiccup) I have been with a number of Internet Service Providers and IDNet (IMHO) beat everyone of them hands down...........I dread to think if this had happened to either Plusnet or Eclipse what they would have done............ probably shut up shop gone home for the week and blamed everybody but themselves for the problem.
I know that IDNet are not perfect but they are a lot better than any of those that I have just mentioned. So everybody, lets ease of their case and let them get the work done and IDNet keep us informed of what is happening......please

Harry
PS Still no Email working on my PC

Rik · Jul 04, 2008, 16:55:22

Quote from: badpianoplayer on Jul 04, 2008, 16:48:18
I never thought I would say this about IDnet,but this last statement could come straight from DowningStreet.
No doubt I will get trodden on,but I am referring to IDnet and not you or anyone else here my faith in these promises is well and truly dented and my big fear and it is real,what if this happened to my connection ?Im concerned now about the quality maybe its unfounded but it concerns me greatly

I can understand your fears, David. OTOH, I've been a customer for 21 months and my connection has never faltered. The mail server did go down in October, but Clunker was pressed into service and within a few hours things had normalised. What happened this time remains to be discovered, but it seemed a reasonable decision to run the disk check when asked - no-one expected it to take more than two days. However, once you start down that road, you keep expecting it to finish any minute, we've all been there. Clearly a hot-swap server is needed and Clunker is no longer up to the job. I am sure that there will be a thorough inquest, and I expect that IDNet will come up with the right answers - they know that keeping their customers depends on that, hence the programme of upgrades that have been running over the past few months.

Letchworth and Downing Street are well separated, David, keep the faith.

David · Jul 04, 2008, 16:58:14

I agree with your points Harry The guys holding it together on this forum are the cream of the lot but as a mere end user I only know that I pay for a service and if that service is put under threat by whoever I would hope that there are lines of defnce and back up,and remember I know next to zilch about this stuff and I am sure I am not alone in not wanting to worry about how to maintain nor run a service.I just pay for what I get.
Thats it from a consumer point of view.I dont need it complicating with servers and god knows what thats why I pay the extra to be free of all this stuff

Rik · Jul 04, 2008, 16:59:00

Quote from: kerrso05 on Jul 04, 2008, 16:50:09
Glad to see that Idnet has put something up to notify us all what is going on.

That was/is me Harry.

QuoteI have every sympathy for Rik and Simon who help run this board they are as much frustrated as anyone with what has happened.....it's not their fault nor is it IDNet.......remember, it is some low life who is bored and has thought what a great laugh it would be if we bombarded IDNet with Spam.

Don't forget Lance and Sebby.

QuotePS Still no Email working on my PC

No, they've had to move to a new box, Clunker, who helped us out last year, can no longer cope with the load we generate.

Simon_idnet · Jul 04, 2008, 17:04:20

Please may we offer our apologies to everyone for the trouble and inconvenience that this downtime with mail.idnet.com has been causing (especially to those expecting medical results and important messages).

We screwed up!

Where we had a backup server waiting in the wings to take over the service in the event of failure it is now apparent that, though that machine was up to the job last year, it is not now.

We have more powerful machines that are suitable candidates to run this service. However, we need to move their services that are currently live onto other equipment. This may take us some time. We will be working on this tonight and over the weekend and expect to resume mail.idnet.com service before Monday.

We thought we were well prepared for disaster recovery, we obviously weren't as prepared as we thought we were. In 12 yrs of running email servers our biggest outage before this was a couple of hrs or so. We've never experienced a failure like this before.

We will learn from this and we will be taking all measures to ensure that this won't happen again.

Apologies from all of us at IDNet.

Sebby · Jul 04, 2008, 17:06:40

Thanks, Simon.

Rik · Jul 04, 2008, 17:06:58

Thanks for the update, Simon. Try and sleep occasionally.

Ted · Jul 04, 2008, 17:08:33

Quote from: Simon_idnet on Jul 04, 2008, 17:04:20

We will learn from this and we will be taking all measures to ensure that this won't happen again.

Apologies from all of us at IDNet.

Yep, same here

Den · Jul 04, 2008, 17:12:45

Quote from: badpianoplayer on Jul 04, 2008, 16:58:14
I agree with your points Harry The guys holding it together on this forum are the cream of the lot but as a mere end user I only know that I pay for a service and if that service is put under threat by whoever I would hope that there are lines of defnce and back up,and remember I know next to zilch about this stuff and I am sure I am not alone in not wanting to worry about how to maintain nor run a service.I just pay for what I get.
Thats it from a consumer point of view.I dont need it complicating with servers and god knows what thats why I pay the extra to be free of all this stuff

If some one blew your candle out, would you blame the candle holder or the match? Give Idnet some space this could have happened to any IP and at least they kept us informed and are taking steps to make sure it wont happen again.

Thanks for the update Simon we are all (nearly all) routing for you

Tacitus · Jul 04, 2008, 17:13:20

Quote from: Rik on Jul 04, 2008, 17:06:58
Thanks for the update, Simon. Try and sleep occasionally.

Agreed. Try to get at least some sleep - that goes for all at iDNet towers. I doubt any of you have had much these last couple of days.

Ray · Jul 04, 2008, 17:14:22

Thanks for the update, Simon.

Tacitus · Jul 04, 2008, 17:16:43

Quote from: Den on Jul 04, 2008, 17:12:45
....at least they kept us informed and are taking steps to make sure it wont happen again.

Thanks for the update Simon we are all (nearly all) routing for you

Point is Den they didn't, until everything had gone seriously pear shaped and peeps were creating blue murder. I think that was the biggest failure and I don't doubt it's a lesson learned.

As often as not its the PR, or lack of it, that does the most damage.

PS I'm routing for him and I'm not even on iDNet

David · Jul 04, 2008, 17:18:44

Quote from: Den on Jul 04, 2008, 17:12:45
If some one blew your candle out, would you blame the candle holder or the match? Give Idnet some space this could have happened to any IP and at least they kept us informed and are taking steps to make sure it wont happen again.

Thanks for the update Simon we are all (nearly all) routing for you

I would use a torch so wind wouldnt be a factor Den.roll on Monday

Sebby · Jul 04, 2008, 17:19:09

Quote from: Tacitus on Jul 04, 2008, 17:16:43
Point is Den they didn't, until everything had gone seriously pear shaped and peeps were creating blue murder. I think that was the biggest failure and I don't doubt it's a lesson learned.

As often as not its the PR, or lack of it, that does the most damage.

PS I'm routing for him and I'm not even on iDNet

I think it is a lesson learned. I'm sure they hoped that Trevor was going to finish it's data check any minute, and as time went on, it was too late to go back. That said, a standby server should have been in place, and after an unreasonable amount of time, the switch could have been made. I'm sure they know that.

kerrso05 · Jul 04, 2008, 17:20:50

Rik

Sorry, I forgot about Lance and Sebby......thanks to everyone running this board for keeping us informed.

Rik so it was you, who put that notice up......well thanks but I wish IDNet were a wee bit more up front in their communication. I hope they are watching this board and keeping a eye to the comments.

badpianoplayer I totally agree with your comments and understand your frustration but I promise you if you think IDNet is bad then you haven't seen anything yet. I was with Plusnet for about 6 months and most of the time I didn't have any Internet and when I did I was throttled to death. When I complained, I was ignored and then told it was my fault. Talk about frustration......I constantly lived in it.
Then I moved to Eclipse and was with them for a couple of years........for the first year or so they were fine. Then they got too big and started the throttling.

Think long and hard before you move because there is some cr*p out there...... please believe me, I have experienced it.

Sebby · Jul 04, 2008, 17:22:25

Well said, Harry.

JB · Jul 04, 2008, 17:23:09

Quote from: kerrso05 on Jul 04, 2008, 17:20:50
Think long and hard before you move because there is some cr*p out there...... please believe me, I have experienced it.

Hear Hear !!

JB.

cavillas · Jul 04, 2008, 17:23:38

Thanks for the update and I will be thinking about you all this weekend.

Will Miriam be working over the weekend too?, after all someone has to make the tea etc.

Tacitus · Jul 04, 2008, 17:24:08

Quote from: Sebby on Jul 04, 2008, 17:19:09
..That said, a standby server should have been in place, and after an unreasonable amount of time, the switch could have been made. I'm sure they know that.

Like I've said before Seb, hindsight is always an exact science.

gingergalore · Jul 04, 2008, 17:27:02

Perhaps the spam filter needs its own spam filter

Sebby · Jul 04, 2008, 17:27:37

Quote from: Tacitus on Jul 04, 2008, 17:24:08
Like I've said before Seb, hindsight is always an exact science.

Agreed. But at least there's no excuse to make the same mistake again; if they do, I'm sure a lot of people will leave.

I just feel that often in life, we need to make mistakes in order to learn, and that applies here, not that it excuses what has happened. Ultimately, we're only tied in for a month, so anyone that believes they can do better elsewhere can leave. I personally don't.

Rik · Jul 04, 2008, 17:33:50

Quote from: kerrso05 on Jul 04, 2008, 17:20:50
Rik so it was you, who put that notice up......well thanks but I wish IDNet were a wee bit more up front in their communication. I hope they are watching this board and keeping a eye to the comments.

They try, Harry, but sometimes they get a bit tied up in fighting the alligators to remember that they set out to drain the swamp. As an ex-PR type, I nag.

David · Jul 04, 2008, 17:35:26

Quote from: kerrso05 on Jul 04, 2008, 17:20:50
Rik

Sorry, I forgot about Lance and Sebby......thanks to everyone running this board for keeping us informed.

Rik so it was you, who put that notice up......well thanks but I wish IDNet were a wee bit more up front in their communication. I hope they are watching this board and keeping a eye to the comments.

badpianoplayer I totally agree with your comments and understand your frustration but I promise you if you think IDNet is bad then you haven't seen anything yet. I was with Plusnet for about 6 months and most of the time I didn't have any Internet and when I did I was throttled to death. When I complained, I was ignored and then told it was my fault. Talk about frustration......I constantly lived in it.
Then I moved to Eclipse and was with them for a couple of years........for the first year or so they were fine. Then they got too big and started the throttling.

Think long and hard before you move because there is some cr*p out there...... please believe me, I have experienced it.

I was with Tiscali (enough said) but this has no bearing on this.or how they may have handled it.Thats why I am here with IDnet.

kerrso05 · Jul 04, 2008, 17:36:27

Simon, Thanks for that "We Screwed Up"..........I like your honesty and I'm sure everybody understands your predicament but you must keep customers informed otherwise you will lose some them to inferior providers and I am sure you will agree with me that is in no ones interest.

Thanks again to you and all your staff at IDNet for all your hard work to try and resolve this disaster.