chumly
join:2008-08-26
| Email down
I have been unable to get email for 24 hours now, since Oct.14th, customer support tells me "we are working on it" I am thinking that when my next invoice arrives a pro-rated discount would be in order...I realize moving locations is a huge task,but this is getting irritating. |
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alexs25
| Well, I see its still not working then (just checked email to thursday 9:20am) keep getting authentication failure. I called twice and always get a "it will be done soon" its almost two days now.
I don't know how the email systems work but my biggest concern is if I'm getting incoming emails are those lost or sent back to the sender?
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chumly
join:2008-08-26 | Well, the email is now working, but my speed has been dismal all day(519kb/s down)again, this is getting irritating. |
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VelcomJohn
join:2008-08-20
| Hi all,
We still perform maintenance work on our servers. You may experience some instability with your email address. 
We apologize for any inconvenience this may cause and would like to note that we are working to provide the most stable service possible.
Thank you for your patience.
Kind Regards,
John |
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chumly
join:2008-08-26
| To VelcomJohn
Thanks for the corporate blow-off.Why is it that your support staff`s first option is opening a trouble ticket with Bell when the connection speed was fine(minus the email problem)yesterday? Did my line/connection somehow disintegrate overnight?
I am out of patience,do you think your customers should bear the consequences of your migration and still pay full price? I am paying for a 5 meg dsl line and getting sketchy dial up speeds/email issues.
Way to go, folks.Stop blaming Bell and admit things are messed up due to your server problems. |
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alexs25
| reply to chumly
E-mail problem is still there for me...
I'm pretty sure speed is in fact Bells issue since they own the lines?
When I was with Bell I would have to call in every 1-2 weeks or so to tell them my speed has dropped again, the rep on the phone did something to bring it back up within a few seconds.
Now with Velcom it rarely happens if so its about every month or two I would call in and ask to put my speed back up and they say they have to open a ticket with Bell so ya...
I bet Bell does something purposely to regulate something until you notice |
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alexs25
| reply to chumly
Three days of maintenance? Emails still down...or is it just me? |
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chumly
join:2008-08-26
| Oddly enough, my speed is back up today (Oct.17,12:00pm) to 5 meg. and email works...imagine that. I guess my line repaired itself over night. Yesterday, Velcom support wanted to know when I would be home to let a Bell tech. in to check my line because it was obviously a problem at my end and I should blow off a days wages to have a Bell guy tell me there is no problem with my line/demarc/etc.This is customer support?
Please. |
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strife
@gblx.net
| reply to chumly
About a week and a half ago my line got mysteriously re-provisioned from 5 Meg to 3 (actual speed tests consistently yield 2.4 much slower during peak use times)...After numerous calls to Velcom support and numerous tickets opened with Bell I am still sitting here with a crappy 2.4 Meg DSL line. I have been told that it's Bell's fault, and I can take it or leave (nice) it but I don't really care as I don't deal with Bell and as far as I am concerned it is Velcom's responsibility to continue to supply me with the 5 Meg connection that I have had for a year now. I will definitely be cancelling my Velcom service if this isn't straightened out and I am not returned to my previous 5 Meg service.
As far as the email issue is concerned...the POP servers no longer accept just your mail addy prefice for authentication and you must use you complete email (including the @Velcom.ca) as your log-in name...it should work fine for you then |
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velcomrob
Premium
join:2006-11-28
Brampton, ON
| We try our best to remedy problems such this. I know you feel it's our responsibility to fix this problem and with no doubt we would like to fix it as quickly as possible. Id liek to try to help you as much as possible
please email me at rob(@)velcom.com and ill try to see if we can get you back up to par.
or hit me up on msn at rob(@)rcp.net |
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velcomrob
Premium
join:2006-11-28
Brampton, ON | reply to strife
in regards to pop service
our mailserver serves multiple domains. |
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velcomrob
Premium
join:2006-11-28
Brampton, ON
| reply to chumly
Chumly. A bell tech being dispatched doesn't point out it being your fault. We dispatch a tech most often incase there has been some wire problems to your residence. I apologize if it seems we are making it feel like its your fault which is absolutely the opposite. 99.99999% of the time Bell screws up.
We're having a few problems with profiles being reduced out of no where. We are trying to build a case against Bell and file a CRTC complaint. We are just doing our investigations first because this is getting out of hand. |
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strife
@gblx.net | thanks Rob...mail sent your way...
strange... when speaking with John in sales he told me that both you and Matt were no longer with Velcom...wtf is up with that?
cheers |
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VelcomJohn
join:2008-08-20 | Oops, i guess i have misheard you My apologies.
Regards,
John |
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strife
@gblx.net
| So the saga continues...today I started experiencing disconnects every 4 minutes and now it appears that Bell has reprovisioned me slower yet again...this is so obviously manufactured problems by Bell so as to make it look necessary to drop our bandwidth...I'm at my wits end with this...
arghhhhhh!!!!!!!
Thanks John and Rob for your help...lets hope that you can get tis fixed as I'm pretty much out of goodwill and patience... |
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chumly
join:2008-08-26
| the saga continues here as well...Today I discovered that I can`t send email.Called customer support and they confirmed there are problems with their email servers and instructed me to use Velcom webmail instead. So,I logged on to Velcom webmail and tried sending an email to my hushmail account but it never arrived.This is getting boring. |
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chumly
join:2008-08-26
| It is now October 26th, and my email has now been down for 12
days.Customer support has been no help,suggesting I use Velcom webmail instead of my email client.
I have opened a support ticket via the Velcom web site as telephone support has been useless regarding this problem, that is, when I can hear her over the background noise.
Looks like they have farmed-out web support to something called globalcustomercare.com...
The saga continues...
Meanwhile I will be checking out other isp options. |
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chumly
join:2008-08-26
| It just gets better and better...today, after 2 weeks of going back and forth with email and live support, they finally got my email to send and receive by giving me a static ip. SO, I did a speed test immediately and only got 1.5 meg. I told support that my email now worked but my speed was down, and of course they went to the default response"we will have to open a ticket with Bell to check your connection" so I explained that before I was moved to the static ip(ten minutes prior),my speed was at 5 meg..."oh, ok, I will move you to another static ip, then try speedtest again" sure enough, I am back to 5 meg.This after two weeks of them telling me that there was a problem at their end and that they were working on it and that they would get back to me when it was resolved but never getting back, then there was not a problem at their end, the problem was at my end and finally suggesting my email client(thunderbird)was the problem.
Really does not instill much confidence with the support staff. |
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