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CYaBro

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#92085 26-Oct-2011 13:41
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Hi,

I'm asking on behalf of one of my clients.

Around the beginning of September they stopped receiving any emails to their @igrin.co.nz email address.
Orcon took over iGrin a few years ago. (That was another shambles but I won't go into that now)

At the time I just put it down to an email server issue at Orcon and told them to wait for a few hours and see if they start getting emails again.
Well they waited about a week and still nothing so they emailed Orcon on the 16th of September about the issue.
They got back a pretty standard email, the same day, about checking all their settings and to see if they were getting any error messages.
All their settings were correct and there were no errors, send / receive in Outlook was working OK just that there were no new emails coming in.

The client replied on the 21/9, after I spoke with them and checked all the settings again, and told Orcon that the settings were correct and there were no errors.
The reply, which arrived 2/10 so about ten days later, from Orcon was almost the exact same thing about checking settings, which they then gave the incorrect settings for @igrin.co.nz email account - These are different for the @orcon.net.nz email accounts.
They did however suggest trying to log in to the webmail which I hadn't actually thought of.
So I did that and there were also no emails in the inbox.
Checking the Spam folder and there were no new emails in there either.

I replied to Orcon on the 3/10 saying that we had checked the webmail and there was also no new emails arriving there.
Next reply from Orcon, on the 24/10, was once again the same thing about checking the email settings in Outlook!
And to top it off they have now closed the ticket, so even though the email said to reply if you still have issues, when I did reply I get am email saying that this issue is now closed and if we still have problems go to the website and log another support ticket.

Come on Orcon what the hell!!!???
Please sort out your customers email account!

P.S. The client can still send emails without a problem there just aren't any emails coming in.  People sending emails to the @igrin.co.nz email address also get no bounce backs so the emails are going into a black hole somewhere.


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Ragnor
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  #537727 26-Oct-2011 13:57
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Orcon seems to be having a lot of customer services issues lately.

However I have to ask why you haven't moved your client to to their own domain name?

A .co.nz is <$20/year and email hosting ranges from free eg: Google Apps for Domains Standard, Windows Live for Domains to pretty cheap eg: Google Apps for Business is $5 USD per user per month (or $50 per user per year), Office 365 is $9.25 NZD per user per month... practically every hosting company offers email hosting too eg: Openhost, Webdrive etc.

CYaBro

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  #537730 26-Oct-2011 14:00
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Ragnor: Orcon seems to be having a lot of customer services issues lately.

However I have to ask why you haven't moved your client to to their own domain name?

A .co.nz is <$20/year and email hosting ranges from free eg: Google Apps for Domains Standard, Windows Live for Domains to pretty cheap eg: Google Apps for Business is $5 USD per user per month (or $50 per user per year), Office 365 is $9.25 NZD per user per month... practically every hosting company offers email hosting too eg: Openhost, Webdrive etc.


Offered and declined as they have had the @igrin.co.nz email address for years.
However now due to this issue I have set them up with a gmail account so they can at least receive emails.
Once the @igrin.co.nz issue is sorted I will set their gmail account to get the igrin emails via POP.

 
 
 
 


Ragnor
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  #537738 26-Oct-2011 14:10
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Hmm what a pain.

I'm always surprised that people think ihug, igrin, paradise, xtra addresses will work forever and use them for businesses.

Perhaps you need to impress on them it's not their domain they have no control over it and it could be gone tomorrow.






CYaBro

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  #537739 26-Oct-2011 14:14
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Ragnor: Hmm what a pain.

I'm always surprised that people think ihug, igrin, paradise, xtra addresses will work forever and use them for businesses.

Perhaps you need to impress on them it's not their domain they have no control over it and it could be gone tomorrow.







This is their home email account so it's not an absolute major if it never works again but that's still no excuse for such poor service from Orcon.


Zeon
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  #537764 26-Oct-2011 14:49
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Best to just get their own domain name and forward or use a pop downloader on the new mail server for the @igrin.co.nz addresses.




Speedtest 2019-10-14


mattwnz
16847 posts

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  #537767 26-Oct-2011 14:58
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CYaBro: Hi,

I'm asking on behalf of one of my clients.

Around the beginning of September they stopped receiving any emails to their @igrin.co.nz email address.
Orcon took over iGrin a few years ago. (That was another shambles but I won't go into that now)

At the time I just put it down to an email server issue at Orcon and told them to wait for a few hours and see if they start getting emails again.
Well they waited about a week and still nothing so they emailed Orcon on the 16th of September about the issue.
They got back a pretty standard email, the same day, about checking all their settings and to see if they were getting any error messages.
All their settings were correct and there were no errors, send / receive in Outlook was working OK just that there were no new emails coming in.

The client replied on the 21/9, after I spoke with them and checked all the settings again, and told Orcon that the settings were correct and there were no errors.
The reply, which arrived 2/10 so about ten days later, from Orcon was almost the exact same thing about checking settings, which they then gave the incorrect settings for @igrin.co.nz email account - These are different for the @orcon.net.nz email accounts.
They did however suggest trying to log in to the webmail which I hadn't actually thought of.
So I did that and there were also no emails in the inbox.
Checking the Spam folder and there were no new emails in there either.

I replied to Orcon on the 3/10 saying that we had checked the webmail and there was also no new emails arriving there.
Next reply from Orcon, on the 24/10, was once again the same thing about checking the email settings in Outlook!
And to top it off they have now closed the ticket, so even though the email said to reply if you still have issues, when I did reply I get am email saying that this issue is now closed and if we still have problems go to the website and log another support ticket.

Come on Orcon what the hell!!!???
Please sort out your customers email account!

P.S. The client can still send emails without a problem there just aren't any emails coming in.? People sending emails to the @igrin.co.nz email address also get no bounce backs so the emails are going into a black hole somewhere.



Have you tested the email settings yourself? eg the pop3 username and login to make sure it works. Have you also got orcon to test them too make sure they work. Is it possible that their email software is putting the emails into a folder that they haven't checked? eg if they are using IMAP, there can be two inboxes in outlook.

CYaBro

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  #537813 26-Oct-2011 16:21
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They are using POP.
Outlook does not get any errors, send/receive completes OK with no new messages.
Logging in to the webmail with the same username and password shows the Inbox is also empty.
There are no other Inboxes and the Spam/Junk folder also has had no new emails in it. (Looking at the old spam emails and they got them pretty regularly, at least one or two a day but now none)

Sending a test email from my email account never arrives and I get no bounce back errors.
It is an Orcon issue that they don't seem to want to fix.

 
 
 
 


robbyp
1163 posts

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  #537847 26-Oct-2011 17:09



Sending a test email from my email account never arrives and I get no bounce back errors.
It is an Orcon issue that they don't seem to want to fix.


Do they have something else downloadng the emails and then deleting it off the server? eg an iphone or another computer that is on somewhere else. Possibly even a gmail account, that is downloading the email over pop and then deleting it. I can't understand why they don't send it a test email and check that it is being received on their server?

CYaBro

3343 posts

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  #537961 26-Oct-2011 20:56
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Zeon: Best to just get their own domain name and forward or use a pop downloader on the new mail server for the @igrin.co.nz addresses.


Yea that would be great except the @igrin.co.nz mailbox isn't receiving any mail at all.


ptinson
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  #537976 26-Oct-2011 21:58
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Can you please PM me the details of the account?
I can have it looked into.

There isn't enough information here to say for sure that its a fault in our setup, it's likely but not conclusive.

Paul




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CYaBro

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  #538331 27-Oct-2011 20:41
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Just to let everyone know that Paul figured this one out and got it sorted.

Thanks Paul!

ptinson
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  #538389 27-Oct-2011 22:28
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No problem.
Please pass on my apologies for the length of time it took to get resolved.

Paul




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mattwnz
16847 posts

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  #538397 27-Oct-2011 22:49
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CYaBro: Just to let everyone know that Paul figured this one out and got it sorted.

Thanks Paul!


So was it a problem with the email account?

ptinson
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  #538401 27-Oct-2011 22:53
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mattwnz:
CYaBro: Just to let everyone know that Paul figured this one out and got it sorted.

Thanks Paul!


So was it a problem with the email account?


There was a config issue with the account that we confirmed with the account holder.




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