Mail issues

[Simon]

Thirded.   

[kerrso05]

Thanks for your post, Simon, it does mean a lot.

I'd just like to make a point about comments regarding IDNet keeping us informed.  Yes, communications could (and I suspect, will) be improved, but any information Rik posts on here, and in the news box on the main index page, has come from IDNet, or even he wouldn't have known about it!  .............

Simon it was me that was going on about IDNet, keeping us informed.

Look at way this board changed once Simon from IDNet came on the Board and explained what had happened and admitted that they "had screwed up"......people were in general more sympathetic to his plight. That's what I mean about good communication  and yes I agree with you he can't post, if nothing has happened but what IDNet has/must do is keep it's customers on board/make them aware of what is happening and what they are going to do about it...........They didn't do that............and in my opinion that was a major failing.

Yes Rik was doing his best at keeping people on this forum informed of what was happening but he was getting some major grief from some people.........totally unfair, I believe.
Anyway, I believe when you take your eye of the ball.......all hell will let loose and it nearly did with people threatening to jump ship......but Simon changed all that with his posting, which was honest and frank (a lot of politicians would learn a lot from that posting....owning up to your failings..........a breath of fresh air.

What needs to happen now is for Idnet to get this matter sorted and as quickly as possible and for them to then write to all their customers and apologise for what happened and explain what steps they have put in place for this to never happen again.............that way they will avert a major exodus

[Ray]

and fourthed  

[Malc]

and fourthed  

And sixthted.


Maths never was my strong point

[Simon]

Can't argue with any of that, Harry.    I was just making the point that any information received by Rik, or any of the forum staff, has come from IDNet, and this is immediately passed on.  Of course, we all want to hear from the top, and Simon's post was welcomed and well received in general, and there's no denying that communications such as that make all the difference. 

[Malc]

  Of course, we all want to hear from the top,

I just knew Gordon Brown was behind this somehow.

[lee]

Also for anyone that doesn't realise there is this facility, you can setup an RSS feed from Idnet regarding your account that displays your usage on a daily basis and also posts any problems or service upgrades that they may be doing. I find this a very useful resource.
Just go to the customer login section and click the Update RSS feeds link on the left.

Idnet first made me aware of the email problem via this function at 1pm on the 2nd july and it was updated  everyday, sometimes up to 3 times in one day...I think that's pretty damn good service.

Nowt wrong with Idnet. If you have any complaints try joining Tiscali.......

[Simon]

I just knew Gordon Brown was behind this somehow.

I thought he talked out of the bottom! 

[Simon]

Idnet first made me aware of the email problem via this function at 1pm on the 2nd july and it was updated  everyday, sometimes up to 3 times in one day...I think that's pretty damn good service.

Nowt wrong with Idnet. If you have any complaints try joining Tiscali.......

Thanks, Lee.  I think we all get rather spoiled in general by IDNet's good service, and when problems do come along, they hit us hard.  That said, there have been several problems over the last 12 months, and hopefully this one, being the most serious, will being home to IDNet, the need for future prevention of any such issues, which Simon promised in his post.

[J!ll]

Nowt wrong with Idnet. If you have any complaints try joining Tiscali.......

Don't even go there! I was with them! 

[john]

Don't even go there! I was with them! 

Does that mean it safe us there now then ? 

[mrapoc]

So...everyone ready to be swarmed with a backlog of emails once the server is back up?

im placing bets on it being back with us tomorrow

im an optimist

[Simon]

Does that mean it safe us there now then ? 

They will probably have been bought out again by the time we get there, John. 

[Simon]

So...everyone ready to be swarmed with a backlog of emails once the server is back up?

im placing bets on it being back with us tomorrow

im an optimist

I wouldn't bet on anything at the moment - the machines appear to be revolting! 

[Sebby]

I wouldn't bet on anything at the moment - the machines appear to be revolting! 

Nothing a damp cloth can't resolve.

[J!ll]

Does that mean it safe us there now then ? 

[Simon]

Nothing a damp cloth can't resolve.

What, soaked in paraffin?   

[Lance]

First off, thanks Simon D for the update and apology, both are very much appreciated.

Secondly, i'm extremely pleased by the number of posts which have clearly been written in a well thought about manner. At times like this it is very easy for the world and his dog to start moaning and bitching and threads just turn into mass arguments. That hasn't happened and so to everyone who has posted in a controlled manner, i thank you!

[D-Dan]

I have to say, I'm rather disappointed with the hypocrisy shown in this thread, with a various threats to jump ship etc. Whilst I appreciate that many people will have been inconvenienced, my grandmother was the first who told me "don't put all your eggs in one basket"

Since the whole email crisis manifested, my only inconvenience has been not being able to send email, something I rectified last night.

Having said that, I pay for, and I get a good broadband service. Extras, such as webspace, emails etc, are a free bonus. I pay for nothing more and nothing less than my connection. The fault in not sending my email was, too a large extent, my own, because I chose to rely on a free additional service. Now I choose not too. I still get what I pay for, which is a good, solid, broadband connection.

If there's anyone here who can hold their hand up and say you have never had any kind of computer problem, than I salute you as the luckiest person on earth. In the meantime, let's give our hosts the benefit of the doubt. They are working damn hard, and suffering a lot of regret, to restore a service that no-one is actually paying for.

Just my 2 cents

Steve

[Simon]

I think the general perception is that email is supplied as part of the package, Steve, as with any other ISP.  I don't know of one that doesn't supply a 'free' email account with their broadband packages, but I could well be wrong.  That said, the inclusive email provision from IDNet is particularly attractive, and is one of the main reasons why I joined last August. 

[D-Dan]

My point is that despite the fact that they all do it, it is still a "free" add on. If you walked out of your door tomorrow morning and someone gave you, and every other passerby willing to talk to him, a free toaster, then when you got home, it failed, would you expect him to fix it for you?

[Sebby]

I think it differs from person to person. For me, the email is just a free extra, but that's because I have my own domain and don't use IDNet's email. However, I'd say it's advertised as part of the package, and as you pay a premium price, I think you could reasonably expect the email service to be premium.

I do agree, though, that one shouldn't put all their eggs in one basket. I do so to an extent with my email, and I suppose I'm lucky that I've never had any serious issues - after all, nothing is immune.

It's a lesson learnt for all. For those that do use their IDNet email address primarily, I can completely understand their frustration, and I can see why it could make them want to leave - be it because they've genuinely lost faith in IDNet, or simply because of the sheer frustration. Either way, I hope people won't pack up just yet - I've got a strong feeling that things will change at IDNet to prevent such a long period of downtime occurring again.

[David]

I have to say, I'm rather disappointed with the hypocrisy shown in this thread, with a various threats to jump ship etc. Whilst I appreciate that many people will have been inconvenienced, my grandmother was the first who told me "don't put all your eggs in one basket"

Since the whole email crisis manifested, my only inconvenience has been not being able to send email, something I rectified last night.

Having said that, I pay for, and I get a good broadband service. Extras, such as webspace, emails etc, are a free bonus. I pay for nothing more and nothing less than my connection. The fault in not sending my email was, too a large extent, my own, because I chose to rely on a free additional service. Now I choose not too. I still get what I pay for, which is a good, solid, broadband connection.

If there's anyone here who can hold their hand up and say you have never had any kind of computer problem, than I salute you as the luckiest person on earth. In the meantime, let's give our hosts the benefit of the doubt. They are working damn hard, and suffering a lot of regret, to restore a service that no-one is actually paying for.

Just my 2 cents

Steve

Hi Steve Im confused at some of your points may be I misunderstand,Hyporcrits?in what way would this be?I cant see any hypocricy on anyones posts I thought they are on the whole honest and not too bruising all people on the forum have been rightly praised they were and are still under pressure.
I admire all those who had the foresight to have Gmail or what ever but it would seem that only the people who didnt know or hadnt for whatever reaso set this up suffered and larning after the event is not the best way to get educated.I have now got GMail but I had to aks a fellow IDnetter where and how so should assume we all know these little back up tips and the be almost preached to by those on the safe ground  not are all so savvy and may not look upon Email as a free add on if this was the case surely for numskulls like me then it would be advertised as bonus.I can only speak for myself but the mail features did help me decide,after getting years of junk mail etc when with Tiscali.it is all to do with knowledge and the majority of users are not up on the workings of it all.they sign up and just use it.it is after all advertised in this way to Attract more customers and it is effective.
I dont think that threats to jump ship is correct,this implies a much bigger problem and rats leaving the sinking ship which couldnt be further from the truth.Idnet are in no way sinking and enjoy a well deserved reputation.so a little over the top I feel.If I ask for  my MAC code next week,and I end up signing for Zen which is very likely it isnt a slur on anyone nor should it be constued as betraying anyone.It si for one reason and one reason alone I was very disturbed the way this has been handled by the company and just like all things I dont want to have to concern myself with failures in the system have an impact like this.
I only wish for a reliable service and this include the Email service which is included.I have learned not to put all my eggs in one basket but if the confidence is eroded then in my case I will find another isp.
It isnt personal it is sensible.
I love this forum but I dont mix the Forum up with IDnet so my loayties are here.
Idnet provide the service take my money and thats it.
I wouldnt hire a taxi and expect to bring my own seatbelt..its there for me to use.
Someone made the point earlier why not use the phone,and very sensible unfortunatly in my case I could not check an online prescription,there is no phone contact no Dr to get to speak with to explain and hope a prescription ordered before this little crisis unfolded could be had.No telephone contact with solicitors.ever tried getting through to one on any day let alone a Friday ..no chance.Builders who are large contractors who provide no phone number at all for the public only an adress and an local rate call charge so you see in some case thanks to progress we have not always got his option.

I admire you all on here I admire you honesty and loaylty.A hypocrite to me is someone who says one thing and does the opposite..............I dont think anyone here is guilty of such an act.

I dont think I am a hypocrite if I am then I dont deserve to be on here at all
I think the main issue was the time it took to let us know and that has been redressed and I hope this is sorted out by Monday and hope that my feras that it wont be are unfounded..but I wont put all my eggs in one basket
ever again..I have already stated I am small fry and my little DD wont be noticed every month .

[Niall]

I'll go with the "don't put all your eggs in one basket" approach. As soon as I started using the internet, many a moon ago, it occurred to me that if I only had one option available I could be stung. I never use an ISPs email service as my main source of urgent mail. I've got several sources for that, and as such, never have any problems

This sort of thing can happen to anyone however, so expect the unexpected so you don't have to learn the hard way

I can't think of any other platitudes other than never eat yellow snow

[Dopamine]

Is there an update on resumption of service, or at the very least some idea of where things stand? Last post that I can find from any staff at IDNet was at around 5pm.

My point is that despite the fact that they all do it, it is still a "free" add on. If you walked out of your door tomorrow morning and someone gave you, and every other passerby willing to talk to him, a free toaster, then when you got home, it failed, would you expect him to fix it for you?

email is NOT a free add on.

From IDNet's own advertising:

Features include the following:
Up to 8 Mbps* download speed
Up to 448 Kbps* upload speed
30GB monthly download included (just £1 per GB thereafter)
Unlimited uploads
Unlimited UK based support via a Free-phone 0800 Number
Unlimited POP3 mail-boxes (@idnet.com)
Anti-virus e-mail protection
Anti-spam e-mail filtering
Web-mail - access your email from any web browser
Access to account details online via our customer portal
Unthrottled and unrestricted (i.e. no traffic shaping or port blocking)
One month contract
Free fast-track migration (within 3 working days with no downtime*)
Free static IP address with option to purchase more on request
Free dial-up account for back-up access (via an 0845 number)
No call charges
2GB blog/web space

There is no differentiation there between the lines mentioning speed, and the lines mentioning email. It never ceases to amaze me how some people accept shoddy services, and then stand back and praise the staff for putting right something that should never have gone wrong in the first place.

I accept that there will be inevitable problems occasionally that cannot be envisaged, but this one could have been. In IDNet's own words: "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." So, they had accepted that problems needed guarding against, they made provision, the provision was insufficient and seemingly inadequately tested.

The only redeeming feature in this whole sorry episode is that IDNet have issued an apology. Updates from them have been few and far between though, relying instead upon the goodwill of a few customers to keep the rest of us informed, a situation that a laptop and a minute's typing every couple of hours by a staff member could easily have solved.

Personally, if staff are not at this moment working to fix the problem, I'd be very disappointed, but we hear nothing from them, so who's to say they aren't at home in bed?