Support Gone Down The Pan Again!?

[#1]

The main issue is the the query relates to a different account to the one it's raised on. - I am always being told this. The fact is that plusnet doesn't support mail filters which I use to control spam, so I was told years ago (By Plusnet support) to use Madasafish's mail filter instead. So I set the filter up and have been using it for years, now it doesn't do anything and I am getting rubbish into my mailbox again.

Can you check the size of the mailbox. - There are 2 messages in my spam folder (nothing related to my mail filters I have set up) and the size of the mailbox is reported as '0MB of 100MB'

Another thing I reported to Plusnet last week when I reported this problem, is that as soon as I log into my Madasafish account, I get logged out immediately. I have to repeatedly log in until it 'sticks', then the session may last for a minute or 2 - Here is the message after I just logged in :-

Your session has ended. Possible causes:

• You have been timed out after 30 minutes of inactivity.

Click here to log in again.

I was told that the problem was known about and 'they' were working on it. Is that true or is that yet another lie, just to get people off the line?

[#2]

How much do Plusnet Support Analysts get paid? Methinks for the service they provide, it is far too much. The only time I get updates is from Chris Parr on a public forum. The proper channels DO NOT WORK.

Still waiting for an update on this.

I now have received 81 spam emails due to your filters not working.

How many weeks does it take to fix a simple problem like this?

When I sent the following email to support in response to your update, I have not received any update on that either.

Do you provide support any more or not?

Plusnet support is non-existant. Who can I escalate this to as support are taking the p now - 18 days to start investigating a problem, they don't respond to emails, the links they provide for updates don't work, see below.

You are a joke and why should I pay for it :-

When I follow the link you provided below http://portal.madasafish.com/contact/ I get to the secure login page (http://portal.madasafish.com/contact/index.shtml). I enter my login details and it takes me back to http://portal.madasafish.com/contact/index.shtml - permanent loop!

If I enter a different (wrong) password, I get the message "Invalid username or password. Please try again."
If I enter the correct username and password into webmail, then it logs me in okay.

What's up with your systems?

[#3]

Just bumping this up the list as I have now over 100 spam emails and still no response from so-called support!

They don't reply to emails.

The links they provide to update the ticket don't work.

Why do we pay for this rubbish?!

[#4]

What link are they giving you for the ticket update? It should take you via the Member Centre (Portal) login (which you have to do of course).

If that really isn't working, try this more generic one - https://www.plus.net/my.html?action=questions&?helpheader=questions

[#5]

As per my previous replies, please do not use the ticket on the Plusnet account as the issue relates to your Madasafish account.

The underlying problem is being looked in to by the team here as it seems to be a general issue with the filters.

(For our reference 92197)

[#6]

22 days and support haven't a clue how to fix this - Why are we paying for support, when we don't get any?

The main problem is that Plusnet refuse to look at this because the problem is related to the Madasafish system (WHY?)

Madasafish support doesn't seem to exist any more although Madasafish and Plusnet are effectively the same.

So, Plusnet have an inbuilt excuse not to have to fix this, because it is not their problem.

Basically, technology has got the better of Plusnet - They can't fix this problem, because the Plusnet and Madasafish systems have been badly separated and now they can't support their customer base.

Here is the copy of the email I sent, which has rudely been ignored :-

Sent: Wednesday, May 18, 2016 11:23 AM
To: 'Madasafish Support'
Subject: RE: Ticket 125707579 has been passed to you
When I follow the link you provided below http://portal.madasafish.com/contact/ I get to the secure login page (http://portal.madasafish.com/contact/index.shtml). I enter my login details and it takes me back to http://portal.madasafish.com/contact/index.shtml - permanent loop!

If I enter a different (wrong) password, I get the message "Invalid username or password. Please try again."
If I enter the correct username and password into webmail, then it logs me in okay.

What's up with your systems?

[#7]

Sorry but I did reply briefly explaining the issue.

Front line support CANNOT fix this, that's why as I advised it's been passed on internally.

Unfortunately the agent did raise the ticket on the wrong account, but as per my earlier posts in this thread, I created a ticket on your Madasafish account for this and that has been looked in to and the filter problem is being investigated.

At no point have we said we can't fix the issue, however it needs a fix to a backend system so isn't going to be a quick turnaround.

[#8]

Chris,

Thanks for the reply, but that still leaves several observations/questions :-

1) Why is it that the ONLY response is from you on a public forum?

2) Why does Support not reply to email requests, when I have replied to their update?

3) Why does the link Madasafish supplied, not work (As detailed above)?

4) Why do I have to use Madasafish to enter filters which are applied to my Plusnet account?

5) This filter debacle employed by Plusnet, at least used to work. Surely, Support can fix this problem by identifying what they have done to make it not work.

6) This antiquated email system which Plusnet employs, should be able to provide a filtering system without having to go through a separate dead company (Madasafish) to provide the service. If Plusnet's filters worked properly, I would not have this problem of having to raise tickets with a provider which is now defunct.

7) How do other email users implement email filters? I appreciate that the use of email is fairly new, but I would have thought that after 30 odd years, BT/Plusnet/Madasafish/Globalnet could have implemented it properly by now.

8 ) I remember when Support was provided by some cheapskate outfit in Zimbabwe or some other God-forsaken place and at least they used to reply to the tickets!

We'll do you proud - I think not!

[#9]

I'm confused now, is this not related to your Madasafish email account as you reference Plusnet filters, which don't exist.

Plusnet webmail does not have filtering built-in, unlike Madasafish. So any filtering you want for a Plusnet account would need to be performed via an email client.

[#10]

1) Why is it that the ONLY response is from you on a public forum?

Because this is where I reply to queries, also as mentioned previously the ticket is not on the correct account so is not relevant to your plusnet account.

2) Why does Support not reply to email requests, when I have replied to their update?

We've never allowed replies to emails for support.

3) Why does the link Madasafish supplied, not work (As detailed above)?

I've asked for that to be looked in to, wasn't aware it didn't work. Sorry about that.

4) Why do I have to use Madasafish to enter filters which are applied to my Plusnet account?

As per my previous reply, is this for your madasafish email address or your Plusnet one? Plusnet email addresses do not have filtering, Madasafish ones do.

5) This filter debacle employed by Plusnet, at least used to work. Surely, Support can fix this problem by identifying what they have done to make it not work.

As per my previous reply, is this for your madasafish email address or your Plusnet one? Plusnet email addresses do not have filtering, Madasafish ones do.

6) This antiquated email system which Plusnet employs, should be able to provide a filtering system without having to go through a separate dead company (Madasafish) to provide the service. If Plusnet's filters worked properly, I would not have this problem of having to raise tickets with a provider which is now defunct.

As per my previous reply, is this for your madasafish email address or your Plusnet one? Plusnet email addresses do not have filtering, Madasafish ones do.

7) How do other email users implement email filters? I appreciate that the use of email is fairly new, but I would have thought that after 30 odd years, BT/Plusnet/Madasafish/Globalnet could have implemented it properly by now.

Not my place to answer.

8 ) I remember when Support was provided by some cheapskate outfit in Zimbabwe or some other God-forsaken place and at least they used to reply to the tickets!

as mentioned previously the ticket is not on the correct account so is not relevant to your plusnet account.