Poor support question response times

[#1]

No problem,
I can see your response and have passed it back to the same person so please accept another response soon. I can see they had some questions for you which is why they passed it back.

[#2]

Had the afternoon off work to wait for an Engineer visit. No one turned up and no one let me know what's going. Apparently I have to wait 24 hours to get the engineers report. Not impressed

[#3]

DaveJ,
I'm sorry for the late reply on here, however I can see that your fault ticket was picked up and the visit has been rearranged.

[#4]

Back to Adam,
I have had no response to my tickets since the one reply on 2nd December. I answered the questions, but no response(s) AT ALL.
There has been a note - transfer to priority pool, but the pool seems closed!
I also registered for plusnet information and have about 50 emails telling me the work was slow due to the weather, but all is now resolved.

[#5]

I'm sorry about that v3a, I'm addressing this with management in the contact centre now.

[#6]

Thanks Adam, Still no sign of life on my tickets. Still no emails until nearly 11pm.
There must be a logical reason why I can't get Mail during daylight hours and during weekdays.

[#7]

Adam, Reply to my tickets overnight!!!!
Still not resolved, and I have no connection this morning, unusual for a Saturday - I have been able to get them all day on Sat. and Sun.
Ive done a telnet and it says 'telnet mail.madasafish.com 110
Connection closed by foreign host'
Can you or anybody tell me how can I trace where this foreign host is?

[#8]

"Foreign" in this context just means at the other end of the connection from your computer, which is "local". It doesn't mean the mail server is not in this country.
From the tracert to it I think it is in Internet House (Plusnet's headquarters in Sheffield).
Sorry, doesn't help you but telnet to it on port 110 works for me.

[#9]

Thanks spraxyt. I realised foreign didn't mean 'abroad', but I didn't know whether it meant some software on my computer or on server.
You don't know the whole story, but I have had no access the server between about 7.30 am and 10.30 pm weekdays for some weeks. I have access most of the time at weekends, so telnet will be OK at this time. I can't access Plusnet tickets because I am a Madasafish user and Mad... can't find any problem. The say they do nothing different within these time frames! I should wait until they move servers later this month!!
Telnet either says as above, or that access to server has timed out, occasionally, it refuses my password.

[#10]

A very, very, very long shot: My router allows blocking of services by a schedule, have you checked for that?

[#11]

No, I don't know how to check that - I've a Thomson router supplied by Madasafish and I just set it up through Thomson Gateway.
I think I've been doing long shots for a while now. -- I'll try anything.
I've had this router for a year and this has 'only' been a problem for 6 -7 weeks, but the only change has been in Madasafish updates AND there have been service outages on the BT lines - I lost my whole broad band for 2 different days before all this started.
Of course, Madasafish know all this and told me to pull the plug of the router for an hour and plug back in.

[#12]

Interestingly I've just telnetted to the Madasafish mail server(s) again. It still works for me but is responding differently now. I would describe it as responding *properly* - in that it acknowledged the connection and responded to commands. Previously it just "responded", as though it knew I'd 'said' something but didn't know what and flushed my input. Eventually timed out.
If that is happening to you it could explain why you can't receive at certain times, could just be discarding inputs. Of course it could just be my imagination.

[#13]

I've just telnet'd again and these are the responses:-
Connected to mail.madasafish.com.
Escape character is '^]'.
+OK madasafish.com POP3 server ready to roll [80.229.139.77]
Connection closed by foreign host.

telnet mail.plus.net 110
Trying 212.159.9.81...
Connected to mail.plus.net.
Escape character is '^]'.
+OK Hello there.
Connection closed by foreign host.
telnet mail.plus.net 110
Trying 212.159.9.81...
Connected to mail.plus.net.
Escape character is '^]'.
+OK Hello there.
Connection closed by foreign host.
Although sometimes, the connected message is just Connected to mail.plus.net.
Escape character is '^]'.
+OK

[#14]

The last is what you should get - it means it is ready to accept commands.
Here's a copy of a successful test to the Plusnet mail server:

telnet mail.plus.net 110
+OK Hello there.
user myusername
+OK Password required.
pass mypassword
+OK logged in.
stat
+OK 0 0
quit
+OK Bye-bye.

The lines beginning +OK are the responses, the others are the lines I typed.
Edit: You shouldn't get the connection closed when trying the Plusnet server, you should be able to enter the user and pass lines when it will then give a wrong password error as you don't have an account on Plusnet. To me that suggests that the Madasafish mail server move isn't going to make a scrap of difference.
Have you recently changed, updated or changed settings for either your firewall or your virus protection? Have you tried a test with both disabled?

[#15]

OK jelv - this is what I get-
telnet mail.madasafish.com 110
Trying 212.159.8.238...
Connected to mail.madasafish.com.
Escape character is '^]'.
+OK madasafish.com POP3 server ready to roll [80.229.139.77]
user  myusername
+OK Password required for myusername
pass password
+OK Maildrop locked and loaded
stat
+OK 1270 69004563
quit
+OK madasafish.com POP3 server signing off
Connection closed by foreign host.
I have no installed virus protection - using a Mac
also did
telnet mail.plus.net 110
Trying 212.159.8.81...
Connected to mail.plus.net.
Escape character is '^]'.
+OK Hello there.
user myusername
+OK Password required.
pass password[/i
-ERR Login failed.
Then after about 30 seconds:-
Connection closed by foreign host.
Came up with no extra keystrokes.