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robbypreb

131 posts

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#28977 18-Dec-2008 00:29
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A high number of disconnections and downtime over the last week. ISP email system not working properly ( I still can't check my Xnet address that I use as a backup). Poor international download speeds for months. No explaination on their website for what is causing the problems or apologies. Come on Xnet owners, how about telling your customers what is going on, and what is the cause of the problems. I think you owe your customers that. I am thinking of giving Xnet the Flick, like I did previosuly with Slingshot when they started having these type of problems and lack of communication.

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portege
188 posts

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  #184892 18-Dec-2008 01:12
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With you all the way mate +1

Niel
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  #184895 18-Dec-2008 06:06
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It is 10 minutes after the scheduled maintenance was completed (according to network status update), still can't download e-mails or access webmail.  Not happy, will have to e-mail them from work as I can not from home.




You can never have enough Volvos!


 
 
 
 


Niel
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  #184898 18-Dec-2008 07:05
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XNet support is great, contrary to other posts.  Within a short while of saying my e-mail is not working I've received a PM and they are sorting it out.

Just a correction, for me Webmail2 is not working, but Webmail (without the 2) is working.  POP3 is not working either.  I know it will be sorted soon.




You can never have enough Volvos!


Doctor
39 posts

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  #184923 18-Dec-2008 10:04
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Take a look at http://www.xnet.co.nz/network

That will tell you what problems they're encountering or have encountered on the network
Seems they're still having mail issues

xlinknz
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  #184932 18-Dec-2008 10:59
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It does beg the question why it took 3 days to resolve but I must say that webmail is very fast this morning Smile

Niel
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  #184937 18-Dec-2008 11:23
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xlinknz: It does beg the question why it took 3 days to resolve but I must say that webmail is very fast this morning Smile


This morning shortly after my post the tech that commissioned the changes contacted me and mentioned some of the changes made.  There is a new web server and also significant increase in webmail speed, amongst other improvements.

That said, this morning there was an unexpected issue with it so they had to take the new server off-line again and revert to the old server as it could not be fixed on the spot.  I have not checked the network status, but they did say they will add comments to it, and perhaps we are now back on the new server again or else it will be only tonight.

Why did it take 3 days?  They commissioned a new server and new software which would have been tested for some time to ensure it all works.  And they had to get it right or else there would be more negative comments.  Damned if you do, damned if you don't.




You can never have enough Volvos!


xlinknz
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  #184946 18-Dec-2008 11:47
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Niel: Why did it take 3 days?  They commissioned a new server and new software which would have been tested for some time to ensure it all works.  And they had to get it right or else there would be more negative comments.  Damned if you do, damned if you don't.


I'm confused, any new infrastructure should not be testing againist paying customers. Are you saying these performance issues were on the new infrastructure ?, if not then why did it take 3 days to commission and impliment new infrastructure

That said, it appears that they are now on top of the mail issues [they better be], I was kind enough to give them until Mon before I changed ISP, even my wife was asking when we were going to change
 
Someone has screwed up at WxC...

Good to see they restored our addresses book this morning too as I was going to call them

 
 
 
 


Niel
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  #184971 18-Dec-2008 14:07
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xlinknz:
Niel: Why did it take 3 days?  They commissioned a new server and new software which would have been tested for some time to ensure it all works.  And they had to get it right or else there would be more negative comments.  Damned if you do, damned if you don't.


I'm confused, any new infrastructure should not be testing againist paying customers. Are you saying these performance issues were on the new infrastructure ?, if not then why did it take 3 days to commission and impliment new infrastructure


I do not mean it was tested on-line, rather that it takes time to test new systems before bringing it on-line.  So if you are about to bring a new system on-line and there occurs an issue with the existing system which would be resolved by bringing the new system on-line, it is acceptable to focus on getting the new system ready rather than wasting effort on fixing the old system just for a day's use.

And if you have ever worked on a car, you know you can have all the parts ready before starting the job and then drop a nut somewhere like between the manifolds where you can not reach it and have to wait 'till the next day when the shops are open so you can get another nut.

Delays happen, and this was simply an annoyance for 2 days which turned into no service for less than 1 day.  I do not see the problem.




You can never have enough Volvos!


xlinknz
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  #184975 18-Dec-2008 14:51
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I do see it as a problem I effectively had no xnet email for almost 3 days, that is is unacceptable.






 


robbypreb

131 posts

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  #184980 18-Dec-2008 15:09
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Doctor: Take a look at http://www.xnet.co.nz/network

That will tell you what problems they're encountering or have encountered on the network
Seems they're still having mail issues

 

 

If you read my post, I state that they haven't explained the 'reasons' for the problems, nor apologised for them. The may make a reference to a problem on their website and that they are working on it, however there is no explaination on what caused the problem or apologiy for it. ALso as soon as a problem is 'resolved' they remove it from their network page, as though it had never occurred, so there is no record of the number of problems they have. If they were as big as Telecom, the media would have crucified them for these types of problems. At least telecom will apologise for the problems, and even have full page newspaper adverts apologising, which they did with their last outage. 


robbypreb

131 posts

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  #184982 18-Dec-2008 15:14
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xlinknz:

I do see it as a problem I effectively had no xnet email for almost 3 days, that is is unacceptable.



 

Some people would say that the email address that your ISP gives you is a free service, so there is no liability on the ISPs part. However I disagree with that, as that is part of the service an ISP is expected to provide, and most people will use their ISP based email adress as a primary addresss or as backup address. Also only clients of the ISP can get an ISP based email account, so 3 continuous days of email problems for a world class ISP is not acceptable. Look at how much Flak Telecom Xtra got when they had email issues, and they were nowhere as bad as Xnets email problems.


lonney
85 posts

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  #184996 18-Dec-2008 15:44
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xnet is on a coffee break, please try again later

insane
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  #185042 18-Dec-2008 23:59
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hello good people, just to let you know that an ISPs mail platforms are not the same as your companies exchange server sitting in the corner of the office behind a mail-marshal box. There are Mail host(s) aka the smtp and pop3 /IMAP servers that you have visability over, mail routers and dependant on design other anti-virus and anti-spam systems in place so the platform is rather complex really.

I actually do feel sorry for the NOC team working on this as I'm sure they are under enough pressure with the other issues over the last few weeks. Its probably compounded by the fact that people like to go on holiday at this time of the year.

lonney
85 posts

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  #185056 19-Dec-2008 06:05
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insane: hello good people, just to let you know that an ISPs mail platforms are not the same as your companies exchange server sitting in the corner of the office behind a mail-marshal box. There are Mail host(s) aka the smtp and pop3 /IMAP servers that you have visability over, mail routers and dependant on design other anti-virus and anti-spam systems in place so the platform is rather complex really.

 

If your company has its servers in the corner of your office, then you got some issues there. And just because its ISP email is not an excuse for a crap service.

 

If you dont like the level of service from xnet, then you need to spend more money on an ISP that meets your expectations.


robbyp
1163 posts

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  #185097 19-Dec-2008 10:58

insane: hello good people, just to let you know that an ISPs mail platforms are not the same as your companies exchange server sitting in the corner of the office behind a mail-marshal box. There are Mail host(s) aka the smtp and pop3 /IMAP servers that you have visability over, mail routers and dependant on design other anti-virus and anti-spam systems in place so the platform is rather complex really.

I actually do feel sorry for the NOC team working on this as I'm sure they are under enough pressure with the other issues over the last few weeks. Its probably compounded by the fact that people like to go on holiday at this time of the year.

 

I don't agree wth that. My web host never has these types of problems with their email, and it would be a far more complex setup and far more email accounts, yet the the webhost is probably a smaller company with a smaller group of staff.


Holidays haven't started yet. If they have people going on holiday, then they have a pretty good staff benefit program. It is also usual to hire more staff if that is the case to cover shifts. If they do have a staffing problem they should be hiring more staff, as we have lots of newly unemployed people in NZ who I am sure would love to find work. 


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