iserve email problems

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › iserve email problems

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adw

175 posts

Master Geek

#1008146 18-Mar-2014 15:12

It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.

No Fireman, Orcon come in for criticism because people have to resort to posting here to get a resolution to their problem instead of getting a professional response to their logged call.

FlameBeard

344 posts

Ultimate Geek

Trusted

#1008151 18-Mar-2014 15:25

adw:
It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.

No Fireman, Orcon come in for criticism because people have to resort to posting here to get a resolution to their problem instead of getting a professional response to their logged call.

Do you have a ticket number for your logged support call? Can you please PM it to me?

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mattwnz

20141 posts

Uber Geek

#1008161 18-Mar-2014 15:32

FlameBeard:
adw:
It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.

No Fireman, Orcon come in for criticism because people have to resort to posting here to get a resolution to their problem instead of getting a professional response to their logged call.

Do you have a ticket number for your logged support call? Can you please PM it to me?

I will PM you a ticket number. You will see thre has been no reply been made to the ticket. However one of the ticket numbers I gave the support person they said there was no record of the ticket number in the system, even though I was emailed an automated support email with the ticket number in it. When I phoned to compain about the problems I had been having and the support problems especially around the network status page (which they said iserve didn't use), I was told that manger would get back to me the next day. To date I am still waiting for a call, and also didn't have any reply to my email to them. Part of the problem is that there is no support portal to log into, to ticket support tickets. I beleive your ISP cusomters get access, but not iserve cusomters.

FlameBeard

344 posts

Ultimate Geek

Trusted

#1008192 18-Mar-2014 16:12

mattwnz:
FlameBeard:
adw:
It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.

No Fireman, Orcon come in for criticism because people have to resort to posting here to get a resolution to their problem instead of getting a professional response to their logged call.

Do you have a ticket number for your logged support call? Can you please PM it to me?

I will PM you a ticket number. You will see thre has been no reply been made to the ticket. However one of the ticket numbers I gave the support person they said there was no record of the ticket number in the system, even though I was emailed an automated support email with the ticket number in it. When I phoned to compain about the problems I had been having and the support problems especially around the network status page (which they said iserve didn't use), I was told that manger would get back to me the next day. To date I am still waiting for a call, and also didn't have any reply to my email to them. Part of the problem is that there is no support portal to log into, to ticket support tickets. I beleive your ISP cusomters get access, but not iserve cusomters.

The team manager has just emailed you back I can see, let me know if there is anything else you need.

FlameBeard

344 posts

Ultimate Geek

Trusted

#1008196 18-Mar-2014 16:24

adw:
It is ironic that Orcon comes in for criticism when we are blocked from other networks (some of our customers send spam too), and also when we take action to block others.....no-one said it would be easy.

Again, as an iServe customer I expect you to find useful information about known issues on the Orcon Network Status page, nowhere else.

No Fireman, Orcon come in for criticism because people have to resort to posting here to get a resolution to their problem instead of getting a professional response to their logged call.

I like to think of what we do here in addition to helping our customers, is give the support teams friendly reminders on your behalf.
However in all of our responses that we send, there is a ticket number, and a phone number to call, if you haven't heard anything in what you feel is a reasonable or satisfactory time, call us on the support number that is included on the bottom of all comms.
That being said, Geek Zone is no substitute for the existing support matrix, no support system is perfect, so when we get flagged on here, especially with an existing support ticket, it comes back into the teams as an escalation, just for your information :)

FireEngine

1223 posts

Uber Geek

Trusted

#1008202 18-Mar-2014 16:34

mattwnz: You will see thre has been no reply been made to the ticket.

Hi mattwnz. I'm a little confused, that ticket number you have PM'd Flamebeard was opened on 21/2 for a Death2Spam issue. That was resolved and then a follow-up query was added to it regarding Xtra and Webdrive email on 5/3/2014 - that is the issue discussed above in this very thread for which you received full resolution on 6/3/2014.

You had a response on the thread in under 2hrs, and followup from me in around 6hrs.

You had an apology from me and the issue was resolved by our Tier 3 engineers. You then had further information provided as above over the next 24hrs.

If you choose to escalate an issue to the team via Geekzone then that is what we will do, usually by pulling the issue out of its current place in the scheme of things and addressing it - you shouldn't also expect a response by the standard route, we aren't trying to duplicate effort here.

It isn't in anyone's interest to have the team waste time on an issue already resolved and the customer communicated with, even if that communication is via Geekzone as you requested by posting the issue here.

Regards FireEngine

mattwnz

20141 posts

Uber Geek

#1008245 18-Mar-2014 17:35

FireEngine:
mattwnz: You will see thre has been no reply been made to the ticket.

Hi mattwnz. I'm a little confused, that ticket number you have PM'd Flamebeard was opened on 21/2 for a Death2Spam issue. That was resolved and then a follow-up query was added to it regarding Xtra and Webdrive email on 5/3/2014 - that is the issue discussed above in this very thread for which you received full resolution on 6/3/2014.

You had a response on the thread in under 2hrs, and followup from me in around 6hrs.

You had an apology from me and the issue was resolved by our Tier 3 engineers. You then had further information provided as above over the next 24hrs.

If you choose to escalate an issue to the team via Geekzone then that is what we will do, usually by pulling the issue out of its current place in the scheme of things and addressing it - you shouldn't also expect a response by the standard route, we aren't trying to duplicate effort here.

It isn't in anyone's interest to have the team waste time on an issue already resolved and the customer communicated with, even if that communication is via Geekzone as you requested by posting the issue here.

If you check above, FlameBeard has actually brought this back up again on here, not me. So I PM'd him, as I had noticed that I hadn't actually had a reply back to my email to support, with an incident report, which I requested via phone support.

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FireEngine

1223 posts

Uber Geek

Trusted

#1008276 18-Mar-2014 18:01

mattwnz: If you check above, FlameBeard has actually brought this back up again on here, not me. So I PM'd him, as I had noticed that I hadn't actually had a reply back to my email to support, with an incident report, which I requested via phone support.

Flamebeard replied to adw but no matter, as per PM we cannot trace that ticket number so please PM me the auto confirmation so we can look into that and any other outstanding issues.

Regards FireEngine

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