Missing emails - no reply from support

[neil_e]

On Thursday 7th July 2011 between 14:30 and 18:30, I'm aware of 2 emails that myself (and others on the same email domain) have never received. The senders of the emails did not get any failure message back (although on a few occassions over the last couple of weeks we have had emails to our domain fail). What has happened to these missing emails? I've raised an incident (110712-000240), and it's been over 48 hours with just one respone stating 'We'll endeavour to answer your query as soon as possible'.... Can anyone help?

[JohnE]

neil_e, I am sorry to hear that you have had problems with your e-mail.  There is a well established procedure for investigating this but it's time-critical.  For that reason, I'd recommend that you Contact Us via Live Chat or Phone.

We need examples of missing mail sent more than 24 hours but less than 72 hours prior to you contacting the helpdesk.  The information required would be:

Time/Date sent
Sending e-mail address
Receiving e-mail address
The Subject line

This would allow us to check if the messages made it to our servers and what happened to them if they did.

[Easybourne]

Thank you for burying my reply.

It was a legitimate reply to this discussion. In which case it was and remains relevant and should be re-instated to where I intended it to be.

It seems that BT expend more effort in avoiding fixing these problems than it would to fix them in the first place.

Disgusted.

[JohnE]

Easybourne, your posting did not offer any practical advice or insight into this issue.  In fact, it mis-represented the operation of our mail servers.  As it offered only criticism, it belongs in the Feedback section.

[neil_e]

I tried contacting by phone but was getting no where with the person at the other end of the phone - very poor English and was obviously following a script.

I tried live chat but that kept crashing, so I sent another email with details of the missing emails. Incidents 110712-000240 and 110714-000936 - both of which I still have not received ANY communication back (apart from the automated message to say I will get an answer as soon as possible).

You say it's time critical, but it was over 72 hours before we discovered we were missing the emails. If it hadn't been for the original sender resending the email asking when we was going to get back to them we would never have know that emails had gone missing. So if it's over 72 hours, do you just say, they are lost? Is that why I've had no response to the incident reports?

Looking at this forum, this was not an isolated issue, and all BT do is say that they have a problem and will fix as soon as possible (when you actually bother to update the service status page).

How about an apology for the emails that have totally disappeared? (I doubt very much we'd get any other sort of compensation). And an explanation of what has happened?

[JohnE]

Firstly, can I make it clear that we take these issues very seriously and we are extremely sorry if anyone is finding their e-mail service in the least unreliable.

At this stage, neil_e, all that can be said with any accuracy is the messages either:

1/ Were delivered successfully to our mail servers and were not delivered to your inbox for some reason.

OR

2/ Were not delivered to our mail servers at all.

This is why we ask for the information we ask for, so we can search the server logs.  It is for this reason that they need to be from the crucial 24 - 72 hour period.  We can't search for older messages.

[rodlaw81]

join the gang neil, we've had random emails go missing for 3 weeks now and we're still yet to get one that jumps through the very small hoop that is 24-72 hours old.

i've had at least 10 phonecalls with BT staff who are unable to help due to me not finding out about these missing emails within this time period.

how long this wiill continue to go on for is anyones guess.

[messki678]

hi,

I lost my emails in MSn. What to do for their return?

[Plumly]

hi Messki678

this is a forum designed to Support and help people who have issues with BT Business Broadband,

i would suggest you contact MSN to discuss with them

Thanks

Plumly