Terrible service from Internet Service Provider. What next??
Discussion
Some advice please…
We recently did some work on our internal networks requiring our Internet Service Provider to change some records for our domain names so that e-mail would continue to reach us.
They were requested to do this 1 week ago on 30th June and claimed to have done it same day. The bottom line is that they have cocked it up big style and failed to rectify their own errors, resulting in our entire organisation with 130 mail users across 2 continents having no in-coming e-mail for a week now. A huge amount of our business is conducted by e-mail so it is a big problem for us. As you can imagine I am being bombarded by requests for updates on the situation by our MD, Chairman etc etc.
I have spent hours on the phone to their tech support (on hold now, and have been for 25 minutes) I have bombarded them with e-mails requesting updates, filled in on-line support forms and, finally, posted a letter to the manager of the tech support dept. As yet, in 1 week, they have NEVER come back to me.
I have done nothing since Monday but try to get this problem sorted.
Any suggestions on the next step? And long term, what do you reckon my chances are of pursuing them for compensation.
The naming and shaming policy on here prevents me from saying who these guys are, but Jeeeesus, they really are thoroughly cr@p!!
Jon H
We recently did some work on our internal networks requiring our Internet Service Provider to change some records for our domain names so that e-mail would continue to reach us.
They were requested to do this 1 week ago on 30th June and claimed to have done it same day. The bottom line is that they have cocked it up big style and failed to rectify their own errors, resulting in our entire organisation with 130 mail users across 2 continents having no in-coming e-mail for a week now. A huge amount of our business is conducted by e-mail so it is a big problem for us. As you can imagine I am being bombarded by requests for updates on the situation by our MD, Chairman etc etc.
I have spent hours on the phone to their tech support (on hold now, and have been for 25 minutes) I have bombarded them with e-mails requesting updates, filled in on-line support forms and, finally, posted a letter to the manager of the tech support dept. As yet, in 1 week, they have NEVER come back to me.
I have done nothing since Monday but try to get this problem sorted.
Any suggestions on the next step? And long term, what do you reckon my chances are of pursuing them for compensation.
The naming and shaming policy on here prevents me from saying who these guys are, but Jeeeesus, they really are thoroughly cr@p!!
Jon H
Name and shame...
My experience with PIPEX has left me screwing.
But due to their inadequacies, I am now in a position to receive internet and phone facilities with no billing! (Shoosh, there may be Pipex ppl here!)
Their customer service is dire (in my opinion). If you call their Technical Support Helpline during out of hours, you're sent for a journey around your touch tone pad for a few minutes only to be told at the end of the "we are now connecting you to a TS representative..." .. ... .... .....
"Sorry, we are closed"
I mean, I'm calling them because I have no internet. So how am I supposed to take advantage of their on-line support@www.wearesoincompetent.com
I sent a letter to cancel my account to which they responded by telling they will terminate; three months later: still have service(s) and still no invoice(s).
My experience with PIPEX has left me screwing.
But due to their inadequacies, I am now in a position to receive internet and phone facilities with no billing! (Shoosh, there may be Pipex ppl here!)
Their customer service is dire (in my opinion). If you call their Technical Support Helpline during out of hours, you're sent for a journey around your touch tone pad for a few minutes only to be told at the end of the "we are now connecting you to a TS representative..." .. ... .... .....
"Sorry, we are closed"
I mean, I'm calling them because I have no internet. So how am I supposed to take advantage of their on-line support@www.wearesoincompetent.com
I sent a letter to cancel my account to which they responded by telling they will terminate; three months later: still have service(s) and still no invoice(s).
jamesuk28 said:
Issue or threaten to issue a writ against the company for damages. If you are loosing business as a result of their cock up you should take them to the cleaners.
Can you give us a cryptic clue as to who they are?
Can you give us a cryptic clue as to who they are?
Well, let me see... Their service allegedly allows customers to "communicate", so it may be sensible from their point of view to reflect this at the end of their mane. As for the first part, well, if your hand is found on the end of your arm, it would be an ARM END, so your foot would be a...
Internet charades, this is a great way to pass time whilst waiting for an ISP to "call back very soon," isn't it?
Foot talk? never heard of them!!
Only kidding, great clues. Never actually had any dealings with them so cant really comment.
I did however have a huge run in with uno dos tres reginald .co.uk
Cocked up all my eu pre registrations, were supposed to refund all my money, instead of refunding £600 they took another £600 out of my bank. Helpline costs 50 p a minute (nice scam), and you might as well be talking to a monkey. The bank are now sorting it out.
Only kidding, great clues. Never actually had any dealings with them so cant really comment.
I did however have a huge run in with uno dos tres reginald .co.uk
Cocked up all my eu pre registrations, were supposed to refund all my money, instead of refunding £600 they took another £600 out of my bank. Helpline costs 50 p a minute (nice scam), and you might as well be talking to a monkey. The bank are now sorting it out.
Good to chat to you.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
JamieBeeston said:
Good to chat to you.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
"Simply need to..." you say!! I can assure you NOTHING is simple with these guys! Thanks for your help Jamie. We now have an A-record, but now they seem to have deleted our web site...
Jon H
jon h said:
JamieBeeston said:
Good to chat to you.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
You simply need to get your ISP to add an 'A Record' for domain.com, as at present all three authorative nameservers have no A Record for yourdomain.com so mail will not work fullstop (it may be working partially at present simply due to DNS cache in some places) but it defo will stop in a few more days unless they resolve it.
"Simply need to..." you say!! I can assure you NOTHING is simple with these guys! Thanks for your help Jamie. We now have an A-record, but now they seem to have deleted our web site...
Jon H
GL with It.
FYI: The cgi****** domain still has no A Record for cgi******.com
J
Oh FFS!!!!
I thought we had sorted this finally on Tuesday, but.... NO! now, our mail is being sent to our web server. Jeeesus, they could not cock this up more if they tried!!!!
Thanks for your help earlier in the week Jamie. When this is all sorted, I will speak to you about hosting for the future.
Jon
I thought we had sorted this finally on Tuesday, but.... NO! now, our mail is being sent to our web server. Jeeesus, they could not cock this up more if they tried!!!!
Thanks for your help earlier in the week Jamie. When this is all sorted, I will speak to you about hosting for the future.
Jon
jon h said:
Oh FFS!!!!
I thought we had sorted this finally on Tuesday, but.... NO! now, our mail is being sent to our web server. Jeeesus, they could not cock this up more if they tried!!!!
Thanks for your help earlier in the week Jamie. When this is all sorted, I will speak to you about hosting for the future.
Jon
I thought we had sorted this finally on Tuesday, but.... NO! now, our mail is being sent to our web server. Jeeesus, they could not cock this up more if they tried!!!!
Thanks for your help earlier in the week Jamie. When this is all sorted, I will speak to you about hosting for the future.
Jon
sorry to hear about your continuing troubles.. My doors always open
J
jon h said:
Unfortunately they have several offices, and I do not know where the tech support is based.
Ouch, you have my sympathies.
Might I suggest that you ramrod the obstruction by escalating the matter? A quick search at Companies House (for relatively few quids) will give you the home addresses of the Directors.
Directors hate receiving Special Delivery letters at their home addresses - particularly when those leters spell out a tale of woe that may turn legal. They will then pass it on with a firm instruction THAT IT BE SORTED!
It may be a quicker way of getting sense out of someone high enough rather than going through the tech support drones. (Who aren't worthy of the phrase tech support usually).
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