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Shafted by Metronet (PlusNet)

Metronet migrated their email services over to PlusNet last weekend. I logged into my webmail on Monday and all my emails have been blitzed. See response from Metronet below:

Dear Mr ******,
When all the Metronet accounts were switched over to Plusnet systems over the weekend, all emails in folders was lost. This was not planned and unfortunately the lost emails are unrecoverable. You will also need to recreate the folders in order to use them again.

We would always recommend that any important emails and documents are kept with offline backups as the internet cannot be relied on 100%.

Sorry for any inconvenience.


I think I have a right to complain about this. What are everyone's thoughts?
 
We would always recommend that any important emails and documents are kept with offline backups as the internet cannot be relied on 100%.

Sorry for any inconvenience.[/B]

I think most of us are aware of the truth of the above statement .I know I always endevour to keep all important emails offline ,in a separate folder
 
I should add that it seems to be a bit of an amateurish operation for the ISP not to have anticipated problems and made contingency plans
 
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I always download and remove all emails from website including my own domain name ones. All are kept on my pc.
 
Did they notify you that they were going to do the switchover?

You would have thought they would have at least made a backup just in case they screwed up.......Oooo....Like they did! :)

Nobody is perfect and accidents DO happen. No denying that.
But this looks like a case of....

"Oops....Oh well.....nevermind." :shrug:
 
DZ-015 said:
I think I have a right to complain about this. What are everyone's thoughts?

Yes you have a right to complain - BUT

Unless Metronet failed to notify you that they were doing any work that might affect your email (thus giving you the opportunity to backup anything you may wish to) then I don't think you'll get very far.
Also Metronet have said the emails etc that were lost are not recoverable, so again not really much that they can do to help you out. I'm sure they'll have a clause somewhere in the t&c's saying it's not their responsibility if stuff gets lost/deleted and it's up to you to make copies of any important stuff.
 
I have been with Metronet for almost 2 years and they were THE best. Since the plusnet takeover, I've had problems with emails, connection (even at 6A.M.)Now today, I tried to access my account, which has been no problem before,only to be told that I entered an invalid username or password. Why do these people fix something that ain't broke. I need to migrate. Any suggestions?
 
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Trikky said:
Did they notify you that they were going to do the switchover?

No - not a peep from them. If I'd known they were carrying out potentially damaging work I'd have downloaded all my email to my hard drive. I'm gonna switch ISPs.
 
Forgive me if this response sounds a little out of line, but I wouldn't have thought that a simple mishap involving loss of webmail would be a good reason to change ISP's... you'll find that a lot of ISP's occasionally clear their webmail servers, Virgin.net are notorious for it. At the end of the day, the only place where your mail is 100% safe from reasonable outside influence is your own PC.

Admittedly, it is bad practice to dump emails from your servers and then let your customers find out about it themselves, but still I'm guessing 99% of ISP's have a "your email, your responsibility" clause in their T&C's.
 
I dont understand why anyone relies on an email account provided by their ISP.
NEVER DO THIS.

Use a free email provider, notably one of the big providers, hotmail/google. Your mail will never get losts or have problems. Plus, if you move ISP, you dont ahve to move email address.
 
Most ISP webmail systems are provided "AS-IS". This means you can't whinge if it doesn't work or blows up or stuff gets lost.

Webmail isn't designed to replace downloading email to your own computer.

Not strictly true Darkspark. Get your own domain.

Can't say I'd intrust all my mail onto a webmail based system (i.e. hotmail/yahoo/gmail).
 
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romerogoon said:
Forgive me if this response sounds a little out of line, but I wouldn't have thought that a simple mishap involving loss of webmail would be a good reason to change ISP's... you'll find that a lot of ISP's occasionally clear their webmail servers, Virgin.net are notorious for it. At the end of the day, the only place where your mail is 100% safe from reasonable outside influence is your own PC.

Virgin, however, state in their T&Cs that they will delete emails after they have been read or after 90 days, although actually I still have a few emails sitting on their mail server from 1 year ago (I use a IMAP client rather than webmail so I do have a local copy too).

I have had a similar experiance to the OP with another ISP losing all emails after changing mail server (although I only used the email account they provided as a throw away email address as it was hopelessly unreliable), fortunately I discovered they had left the old mail server up and running at its old IP address, so I was able to recover my unread email.
 
TRIaXOR™ said:
I use my own Domain and Mail Server, lol
I do too :)

Then if it all goes pear-shaped I only have to have a quiet word with myself :D

Domains are so affordable these days.
 
GJH said:
Not strictly true Darkspark. Get your own domain.

Can't say I'd intrust all my mail onto a webmail based system (i.e. hotmail/yahoo/gmail).

Trust me, my mail is MUCH MUCH safer on hotmail servers. (stupid old pc that keeps getting boot-up bugs and losing all my data :mad: )
Can anyone say that they have lost mail on any free-webmail servers?

Ive lost mail with tesco mail, freeserve mail (they delete your account when you leave them) and activeware email (the worst). In 5 years, my hotmail email account has never had any problems with reliability.
 
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Other reliable providers are Getemail http://www.getemail.net) - Signup currently closed) but Jlmail after a long migration service is backup and very reliable.
Although I highly recommend Bluehome, I use them for my domain email, my only small complaint has been a slight delay in emails recently but for quality of support and relaibility I do highly recommend them, and the fact they will host my domain for free on a very reliable server which has been problem free and always available it seems is an added bonus when their account size is unlimited with full ftp access and a website address as well as being completely add free.
 
romerogoon said:
Forgive me if this response sounds a little out of line, but I wouldn't have thought that a simple mishap involving loss of webmail would be a good reason to change ISP's... .

Very true, but if you read back a few pages on this forum, or check out the recent reviews, you'll see a massive increase in all sorts of complaints against Metronet since being taken over by Plusnet. Now that is a good reason to migrate. I've switched to Eclipse, so far very impressed, good speed and good support, no disconnections. Watch this space...

Peter
 
Quite right; it's a real pity that an ISP appears to have gone downhill so rapidly. Still, the only way businesses really feel the pinch of a weak service is when customers start talking with their feet.

I'd have changed ISP's long ago if Wanadoo's retention team didn't like giving me free internet access for a few months at a time :D
 
Well, it took a complaint to the Internet Service Providers Association (ISPA) but all my deleted webmail has been restored. :)
 
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