Here is the exchange of emails relating to the ticket I raised last year (just so utterly jaw-dropping unprofessional ).
-------------------------
Dear Support
Please raised a ticket as per below:
Ref: PLUSNET WEBMAIL
Sent emails disappearing on some adhoc basis from my 'Sent Folder'.
Look forward to you resolving asap because I was kept waiting on your
helpline phone for 30 minutes.
---------------
Subject: Automated response - Thanks for your email
Date: 2020-10-21 18:06
From: Plusnet Customer Support
Hi,
Thank you for your email. Unfortunately we don't pick up any emails
sent to this address. That's because emails can easily be lost,
misdirected or even deleted and we think it's better if this doesn't
happen.
Depending on your enquiry you may find your answer conveniently online
- either from our support pages, or through the Help Assistant
(http://help.plus.net). These have lots of easy to follow guides to
help you with all your broadband and Internet questions
(http://support.plus.net).
We prefer electronic 'tickets' to emails, this means that you can
always see what updates have been made and check back over previous
tickets too.
If you do prefer to contact us by phone you can call our support line
on 0800 432 0200 or 0345 140 0200. We're open 365 days a year.
If you're a new customer, and want to know more about Plusnet, you can
send us a message from our website (use the sales link at the foot of
the page) or call our Sales Team on 0800 432 0080
Kind regards,
[CSA Removed]
http://www.plus.net/
------------------------------------------------------------------------------------
Dear [CSA Removed]
Can you please forward this to [CSA Removed] or whoever is in charge of
Plusnet these days . They don't pick up the phone , there is no email
contact , the online 'Chat' service is never available , there is no
email address to contact your customer support team. In fact you have
made it as difficult as possible for end users to contact your
customer service departments.
Is this how you treat your customers these days ? Absolutely shocking
deplorable service .
All I want to do is raise a ticket as to why important sent emails are
disappearing from my sent folder in PLUSNET WEBMAIL .
You really must do something about this rubbish email system or
provide me a way to move all my emails to another provider that can
offer even a minimal service (which will be better than anything
Plusnet are currently offering).
--------------------------------------------------------------------
[CSA Removed]- CSC Analyst
6:22pm, Thursday 22 Oct 2020
Thanks for getting in touch, although I'm sorry you've had to do so in
the form of a complaint.
My name is [CSA Removed] and I work within the Customer Advocates Team
here at Plusnet. I will now be taking personal ownership of this case
until a resolution is agreed, I would therefore, kindly request that
you direct any further correspondence to myself directly using the
contact details provided at the bottom of this email.
I'm sorry to hear of your recent difficulties reaching our Support
Teams, and I apologise that our chat functions have currently been
removed from our site. Due to the current situation, we are
experiencing higher than normal call volumes, and It's likely we'll be
extremely busy if you call. We of course offer our sincere apologies
for the delays in responding to you, however we are working to improve
our wait times at this difficult time.
Your comments have been forwarded to the relevant stakeholders, to
enable us to improve our services for the future. In reference to your
email query, I am unable to locate any notification we have on record
to confirm your sent box has been archived.
If using a POP3 mailbox, all information can only be downloaded once
and is not stored on our server. Should you be using an IMAP mailbox,
this would allow you to store all sent emails on all devices.
Should you wish to get back in touch with me in the meantime, please
feel free to either respond to this ticket or, call me on 0800 587
- I am typically available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]- CSC Analyst
6:25pm, Thursday 22 Oct 2020
-------------------------------------------------------------------------------------------------
2:10pm, Saturday 24 Oct 2020
The problem with sent emails not appearing in the 'sent folder'
happens intermittently and usually after various error messages
appearing on the screens . I have a copy of the screens with these
error messages which I've attached below.
Why aren't plusnet addressing all these irritating and frustrating
errors appearing ? I understand you don't wish to spend money
supporting this product so why not give the option for the customers
to migrate all their emails to another mailbox (like outlook or gmail,
etc)? I no longer regards your webmail system as 'fit for purpose' and
will be one reason why I will move both my phone/broadband to another
supplier once this contract ends. You are not providing an adequate
level of service availability and it’s obvious that your webmail
servers are deficient (either because they are poorly maintained or do
not have built-in capacity to work in any efficient manner).
--------------------------------------------------------------------
[CSA Removed]- CSC Analyst
2:25pm, Monday 26 Oct 2020
Thank you for your recent response.
I've now forwarded your screenshot and email to our Network Ops Team,
to further investigate the issue you have raised. I'm unable to assist
with network issues directly as we do not have the systems available
to us, however I will await further instruction from our back office
team.
The fault reference I have logged is INFOPS-38079, we usually get
further updates within approximately 72 hours.
Thank you for your continued patience in this matter.
Should you wish to get back in touch with me in the meantime, please
feel free to either respond to this ticket or, call me on 0800 587
- I am typically available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]
- CSC Analyst
-----------------------------------------------------------------------------
Your Response
5:14pm, Tuesday 27 Oct 2020
I have just now sent 2 emails and both of them are no longer in my
sent folder . I know I sent them because I received 'failed delivery'
automatic replies saying the recipients mailbox is full . So your
system is somehow not keeping copies of my sent emails even though
they are being sent . That is a serious problem for me because I now I
have lost an audit of emails relating to a legal matters between
myself and my solicitor. If you don't fix this problem soon I will
send another complaint to the CEO of BT again.
---------------------------------------------------------------------------------
[CSA Removed]- CSC Analyst
7:37pm, Tuesday 27 Oct 2020
Thank you for email dated 27/10/2020.
Your complaint is currently assigned to ourselves in the Advocates
Team, as we fall directly within the Executive Department of
Plusnet/BT, and we will address any concerns you may have with
urgency. We appreciate that this issue is a serious problem for you,
and we will do everything we possibly can to further assist you in
this matter.
I would therefore, kindly request that you direct any further
correspondence to myself directly using the contact details provided
at the bottom of this email.
As mentioned in our previous communication, the issue has been raised
to our Network Operations Team to see if there is anything further we
can do to address this matter. I understand from our records that your
mailbox is currently at 444MB, therefore we can discount the mail
account being at capacity. I will chase this issue for you, and we
will hopefully find a resolution for you.
Should you wish to get back in touch with me in the meantime, please
feel free to either respond to this ticket or, call me on 0800 587
- I am typically available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]
- CSC Analyst
7:47pm, Tuesday 27 Oct 2020
INTERNAL: Holding for updates.
-----------------------
1:02pm, Thursday 29 Oct 2020
Dear [CSA Removed]
I am now receiving phone calls from my utility companies saying that
they are receiving 'undelivered email messages' to my plusnet webmail
address.
What is going on?
-------------------------------
1:13pm, Thursday 29 Oct 2020
Here is the message that my fuel supplier just sent me:
Message bounced - Temporary error
We were unable to deliver the message to this email address due to
connection issues with the remote server or the recipient’s mailbox is
full. Please try sending the message again after some time.
Your Response
3:00pm, Thursday 29 Oct 2020
Here is another problem on webmail : You go into 'contacts' and try
and try and do anything, like edit or delete a contact and your system
hangs forever on a 'Loading' message . You have no choice but to close
the browser screen and try and log on again.
Today has been absolutely abysmal , with a plethora of error messages
and the whole email system is just not fit for purpose.
--------------------------------------------------------------------------------------
3:05pm, Thursday 29 Oct 2020
I've attached a copy of the screen that just hangs on a 'Loading'
message . You cannot manage any contacts on plusnet webmail without
having to add one person , try and save it , then watch it 'hang' ,
then close the browser screen and log back in from the start. This is
Hopeless!!!
-------------------------------
[CSA Removed] - CSC Analyst
6:43pm, Thursday 29 Oct 2020
Thank you for your continued patience.
On reviewing your account further, our Network Operations Team are
assuring me there is no fault with our webmail service. I raised this
again on the back of your recent correspondence, and was advised a
second time that no issues had been identified with your mailbox
account.
They did however suggest deleting some of your emails to help speed up
the mailbox, as they believe the amount of storage could be preventing
the mails you have sent from appearing in the folder.
No recent reports of our webmail function have been reported,
therefore the issue you may be having could be related to the browser
you are using.
I would suggest clearing your cookies and cache, or try an alternate
browser. If the issues still persist I will try raising the issue once
more for you.
Should you wish to get back in touch with me in the meantime, please
feel free to either respond to this ticket or, call me on 0800 587
- I am typically available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]
CSC Analyst
6:44pm, Thursday 29 Oct 2020
INTERNAL: Holding for updates.
------------------------------------------------------------------------------
12:05am, Friday 30 Oct 2020
Dear [CSA Removed]
I've just sent you the screen copies showing the error messages yet
your people say there is nothing wrong!!! That is the most ridiculous
worthless reply I've ever received from a supplier.
Okay , lets me make a diary of every screen error message I get for
the next week .
I do not want this ticket closed until the problem is resolved , and
blaming my browser is unacceptable.
Watch this space because now I am annoyed by your response and I WILL
be contacting the BT CEO again. In fact I will send him copies of all
the error messages and ask him for his personal opinion.
------------------------------------------------------------------
[CSA Removed]- CSC Analyst
6:56pm, Friday 30 Oct 2020
Thank you for your time evening.
I'm genuinely sorry for your the issues you have had with regards to
your webmail account. I appreciate how frustrating this matter is, but
I will continue to pursue this issue for you until we have an answer.
I've raised your feedback on to our Network Operations Team to further
investigate, and I will advise them that you are happy to have the
password reset in order for them to recreate the issues.
Please feel free to either respond to this ticket or, call me on 0800
587 2677. I am typically available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]- CSC Analyst
7:00pm, Friday 30 Oct 2020
INTERNAL: Holding for updates.
--------------------------------------------------------
2:08pm, Monday 2 Nov 2020
I've added another screen print showing at least one of several error
messaged received today . There was another 'Send Fetch signal' error
that I couldn't capture in time. I've noted the approximate time the
error in the attachment happened. Some really strange things have been
happening all day today with folder screens suddenly going blank (as
if the saved emails had all disappeared from the folder). I have to
press the refresh button again to retrieve them.
-----------------------------------------------------------------------------------
[CSA Removed]- CSC Analyst
2:02pm, Wednesday 4 Nov 2020
Thank you for your recent email highlighting the ongoing error
messages you have experienced.
I appreciate your patience in this matter.
Having provided further information to our Network Operations Team,
they have remotely accessed your email account via the webmail portal,
and unfortunately they have not observed any error messages. This of
course maybe due to the intermittent nature of the problem, which
makes this all the more difficult to find a resolution.
No issue have been identified when viewing sent items by the above
team, and all emails are showing with evidence that mail is being
saved.
As the mailbox has over 400MB of mail, I'm told that the service will
continue to be slow and fail to load at times, and unless the system
is updated by Plusnet the webmail function will continue to work the
way it currently does.
The Networks Team have advised that nothing further can be done to
change this. This is how webmail is at present, and they advise that
you remove all old mail which will speed up loading and may reduce
errors. The alternative is to use a client via a third party provider
should the free mailbox not be suitable in its present form.
I'm genuinely sorry that our Networks Team have been unable to provide
a better outcome, regrettably there is nothing further we can do with
the current webmail functionality.
Apologies for any further inconvenience caused. Should you wish to get
back in touch with me in the meantime, please feel free to either
respond to this ticket or, call me on 0800 587 2677. I am typically
available Monday-Friday, 10am-8pm.
Kind regards,
[CSA Removed]
-------------------------
[CSA Removed]- CSC Analyst
2:11pm, Wednesday 4 Nov 2020
Thank you for your patience whilst we've investigated your complaint.
Having provided further information to our Network Operations Team,
they have remotely accessed your email account via the webmail portal,
and unfortunately they have not observed any error messages. This of
course maybe due to the intermittent nature of the problem, which
makes this all the more difficult to find a resolution.
No issue have been identified when viewing sent items by the above
team, and all emails are showing with evidence that mail is being
saved.
As the mailbox has over 400MB of mail, I'm told that the service will
continue to be slow and fail to load at times, and unless the system
is updated by Plusnet the webmail function will continue to work the
way it currently does.
The Networks Team have advised that nothing further can be done to
change this. This is how webmail is at present, and they advise that
you remove all old mail which will speed up loading and may reduce
errors. The alternative is to use a client via a third party provider
should the free mailbox not be suitable in its present form.
I'm genuinely sorry that our Networks Team have been unable to provide
a better outcome, regrettably there is nothing further we can do with
the current webmail functionality.
We believe we've now fully resolved your issue. I'd like to thank you
for your patience whilst we've dealt with it.Should you wish to get
back in touch with me in the meantime, please feel free to either
respond to this ticket or, call me on 0800 587 2677. I am typically
available Monday-Friday, 10am-8pm.
Don't think the issue's been resolved?
=============================
If you're not happy with the outcome, or think the issue hasn't been
fixed, please do get back in touch and we will do everything we can to
discuss this further and reach a satisfactory resolution. If we don't
hear from you within 28 days we will class this complaint as fully
resolved and close this complaint ticket.
For information on our complaints code of practice please see here:
https://www.plus.net/help/legal/complaints-code-of-practice/
If your complaints remains unresolved for more than 8 weeks (56 days)
or we are unable to reach an agreement we will inform you of your
right to use our ADR Scheme. Please note you will need an ADR
(alternate dispute resolution) notification from us in order to use
this service. This correspondence is not classed as signposting or an
ADR notification. For your information the ADR scheme we use is below:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Email
enquiry@ombudsman-services.org
Website
ombudsman-services.org/communications
Telephone
0330 440 1614
0330 440 1600 (textphone)
Kind regards,
[CSA Removed]
--------------------
11:53pm, Wednesday 4 Nov 2020
Dear [CSA Removed]
After our phone call, it seems I couldn't access the internet .
Somehow your people messing around with my password lost me access for
most of today . I had to spend 30 mins with your technical support to
try and again access . Because my router was old , they could not get
to reauthenticated so I would have lost access until a new router was
installed (which would have taken several days). Thankfully I already
had a new router which I hadn't installed for several months which was
part of my new contract with plusnet . The support person got me
access back to the internet in the afternoon for it to fail again this
evening . All the buttons on the router were green except the internet
one, which was red . I tried contacting your customer service helpdesk
but it was closed . I then tried resetting the router back to factory
mode and by luck managed to gain access to the internet.
I wish to understand why I lost service to the internet twice when all
I wanted your people to investigate was a webmail problem? The fact
that you could have risked my access to the internet for many days
because of a webmail issue is quite astounding. It was only by luck
that I had a new router available.
--------------------------------
[CSA Removed]- CSC Analyst
6:51pm, Friday 6 Nov 2020
Thank you for your recent email.
I'm sorry to hear that you had to call back through to our Technical
Support Team with loss of broadband. It appears that your router had
lost authentication, as the password had been changed due to our
Network Ops email investigations.
The email password is linked to the account you have with us, and is
the same password for connecting your router to the local network.
Although the above team had changed the password, this usually will
automatically update itself, and regrettably this was not the case.
Please accept our sincere apologies for this loss of service. As a
good will gesture I have applied a credit of £25 to your account, this
will be visible on your next invoice.
If I can be of any further support, please contact me on 0800 587
2677, or by reply of this ticket.
Kind regards,
[CSA Removed]----------------------
Your Response
7:07pm, Friday 6 Nov 2020
Dear [CSA Removed]
Thanks for the £25 which I will happily accept considering the still
ongoing issues I am having with my webmail today . Again I have lost
important sent emails to my solicitor and I am now getting every angry
indeed .
I would like this ticket re-opened regarding sent emails not being
captured in my sent email folder . Please note that I will not be
wasting any more of my time going through the ombudsman because they
do not deal with webmail issues . I will be sending another email to
the BT CEO with copies of the all the dialogue of this ticket .
It is shocking that confidential emails are being lost in your systems
and I cannot even retrieve them or the attachments.
----------------------------
[CSA Removed]- CSC Analyst
5:22pm, Monday 9 Nov 2020
Thank you for your online message.
In my capacity as Customer Advocate, your ongoing concerns have been
addressed to me to assist.
Upon taking a look at the mail server, I located 54 messages. For your
perusal, I have included a copy and paste in the WORD document
attached to this online thread.
Unfortunately, I am been unable to locate the specific message you
speak of (Date: 06/11/2020 6:15 pm), though I did locate other
messages on the 6th.
Regarding the online forum link you attached, it takes me to a notice
confirming the creation of a new polish-friendly section; I am unable
to the instructions you point to. I wonder if you could please check
and resend the link.
If I can be of any further assistance, please reply through this
online thread:
https://www.plus.net/wizard/?p=view_question&id=207461434
Until 18:30, I am contactable via 0800 587 2677. Tomorrow, I am
available between 10:00 and 18:30.
Kind regards,
[CSA Removed]-----------------------------------------------------------------------------------
2:35pm, Tuesday 10 Nov 2020
Dear Mr [CSA Removed] - WHERE ARE MY WEBMAIL FOLDERS PLEASE?
THEY HAVE DISAPPEARED AND NOW IMPORTANT FINANCIAL MESSAGES THAT I NEED
TO ACCESS URGENTLY ARE NO LONGER AVAILABLE TO ME.
WHAT ARE YOUR PEOPLE DOING?
SEE MY SCREEN PRINT SHOWING ALL MY FOLDERS HAVE NOW GONE
----------------------------------------------------
On 2020-11-10 15:11
Dear [CSA Removed]
Further to my previous email to you (at the end of this long chain of
ticket dialogue between myself and your support teams).
- Your people have still been unable to fix the issue
- They have made terrible errors while investigating my issue and
caused me more webmail problems and wasted many hours of my time.
- ALL THE FOLDERS IN MY WEBMAIL HAVE NOW DISAPPEARED TODAY AND THAT
INCLUDES IMPORTANT EMAILS BETWEEN ME AND MY SOLICITOR REGARDING A
LEGAL COURT CASE AND ALSO IMPORTANT INFORMATION REGARDING THE
FINANCIAL AFFAIRS OF MY DECEASED MOTHER
I have instructed your people to fix the problem today and I am
expecting you or one of your senior managers to take ownership of this
issue until it is resolved.
Here is a transcript of my logged complaint which unfortunately will
make me think twice about renewing any contracts with BT or Plusnet.
Moderators Note: CSA Agents names removed as per Forum rules
