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Anyone else fed up of waiting for their email to be fixed- why do Freeola not put out realistic status? Last was 3 hours ago saying will be fixed in 1-2 hours.
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Daccord0101 wrote:
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
I have been with Special Reserve, now Freeola for even more years, when a 56k modem was the bee's knees. Where have you been ... in a cave, locked away or on an unknown Pacific island? You must have broadband with someone!!! So what do you actually 'get' from Freeola per month at the moment? Any 'contract'?
EDIT: For the record, my emails are regular and reliable from all 8 addresses.
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
I have been with Special Reserve, now Freeola for even more years, when a 56k modem was the bee's knees. Where have you been ... in a cave, locked away or on an unknown Pacific island? You must have broadband with someone!!! So what do you actually 'get' from Freeola per month at the moment? Any 'contract'?
EDIT: For the record, my emails are regular and reliable from all 8 addresses.
SMT wrote:
I think Freeola needs to remember that its customers have a contract with them and not their suppliers.
This update in particular understandably puts customers' backs up:
"Update 9:45AM 25/08/2015: Updates from our upstream provider suggest that they have found the root cause and that some network stability has been restored, and that full connectivity is expected with 1-2 hours."
Presumably the provider misled Freeola. That said, I would crucify any supplier that told me something so emphatic and then seemed to drop the ball completely, having led me to pass on information to my customers that was misleading.
I would also chase such a supplier for a goodwill gesture that I would then pass on to my customers.
I don't doubt that Freeola want this resolved as soon as possible. However, in this instance, the 'it's outwith our control' line doesn't really adequately convey any sort of dynamism.
There's a difference between companies that talk about good customer service and those that pull out all the stops for their customers.
I am not entirely sure how emphatic you wish us to be, but as I previously stated, we ARE chasing this as hard as we can, and ADDITIONALLY, we have sent two of our systems team ON-SITE despite it NOT being our equipment or sphere of influence.
Unfortunately, none of this puts it any nearer our control...
Neither does the fact that we have been in constant contact with the data centre...
Neither does our attempt to implement workaround solutions, such as getting the servers re-routed via a different network...
We COULD post a load of blarney about how we are doing this, that and something else, however from our perspective we would rather supply you with the truth. We DON'T know how long this is going to take, we WERE told two hours from 9:45 this morning, we ARE now being told "Some point today"...
I think Freeola needs to remember that its customers have a contract with them and not their suppliers.
This update in particular understandably puts customers' backs up:
"Update 9:45AM 25/08/2015: Updates from our upstream provider suggest that they have found the root cause and that some network stability has been restored, and that full connectivity is expected with 1-2 hours."
Presumably the provider misled Freeola. That said, I would crucify any supplier that told me something so emphatic and then seemed to drop the ball completely, having led me to pass on information to my customers that was misleading.
I would also chase such a supplier for a goodwill gesture that I would then pass on to my customers.
I don't doubt that Freeola want this resolved as soon as possible. However, in this instance, the 'it's outwith our control' line doesn't really adequately convey any sort of dynamism.
There's a difference between companies that talk about good customer service and those that pull out all the stops for their customers.
I am not entirely sure how emphatic you wish us to be, but as I previously stated, we ARE chasing this as hard as we can, and ADDITIONALLY, we have sent two of our systems team ON-SITE despite it NOT being our equipment or sphere of influence.
Unfortunately, none of this puts it any nearer our control...
Neither does the fact that we have been in constant contact with the data centre...
Neither does our attempt to implement workaround solutions, such as getting the servers re-routed via a different network...
We COULD post a load of blarney about how we are doing this, that and something else, however from our perspective we would rather supply you with the truth. We DON'T know how long this is going to take, we WERE told two hours from 9:45 this morning, we ARE now being told "Some point today"...
I think Freeola needs to remember that its customers have a contract with them and not their suppliers.
This update in particular understandably puts customers' backs up:
"Update 9:45AM 25/08/2015: Updates from our upstream provider suggest that they have found the root cause and that some network stability has been restored, and that full connectivity is expected with 1-2 hours."
Presumably the provider misled Freeola. That said, I would crucify any supplier that told me something so emphatic and then seemed to drop the ball completely, having led me to pass on information to my customers that was misleading.
I would also chase such a supplier for a goodwill gesture that I would then pass on to my customers.
I don't doubt that Freeola want this resolved as soon as possible. However, in this instance, the 'it's outwith our control' line doesn't really adequately convey any sort of dynamism.
There's a difference between companies that talk about good customer service and those that pull out all the stops for their customers.
This update in particular understandably puts customers' backs up:
"Update 9:45AM 25/08/2015: Updates from our upstream provider suggest that they have found the root cause and that some network stability has been restored, and that full connectivity is expected with 1-2 hours."
Presumably the provider misled Freeola. That said, I would crucify any supplier that told me something so emphatic and then seemed to drop the ball completely, having led me to pass on information to my customers that was misleading.
I would also chase such a supplier for a goodwill gesture that I would then pass on to my customers.
I don't doubt that Freeola want this resolved as soon as possible. However, in this instance, the 'it's outwith our control' line doesn't really adequately convey any sort of dynamism.
There's a difference between companies that talk about good customer service and those that pull out all the stops for their customers.
I feel your pain! We are a business with 6 email addresses. We rely on our emails to run the business effectively, so not having any emails for 24 hours now is a pain in the butt, and detrimental economically!! I am so pee'd off by this especially as updates are VERY few and far between!!!!!!!!!!
Daccord0101 wrote:
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
Slightly off-track with regard to the rest of the thread, but to clarify;
dial-up is an OPTION, NOT a necessity. You COULD choose VIP Web Hosting, at £3.49 per month ex VAT if you wanted a web space accessible from any internet connection. If you don't WANT to pay for a web space, then dial up is the option we offer (unlike other hosts that don't offer any alternative to their paid services). The dial up service is a "legacy" service that we CHOOSE to maintain for the convenience of our customers; surprisingly we have a fair few who continue to use the dial up access despite it being "out-dated".
The £2 per month is not JUST for Webmail. To clarify;
Webmail and sending services via our servers is FREE to Freeola broadband customers; Like ANY ISP we offer services for free to our internet customers. Unlike many other ISP's, we offer standalone versions of those services to NON-internet customers.
£2 per month for Email Freedom gets you:
Unlimited email addresses on a single domain
POP account set ups
Access to a full web mail service
Message filters and rules, autoresponders etc.
£2 per month for EmailPro gets you;
Unlimited email addresses on a single domain
POP or IMAP account set ups
Access to a full web mail service
Full and comprehensive spam controls, custom blacklists and whitelists, message rules etc.
Things may well have changed, but I'm still confident that our services provide good value for money. We offer "free" in the best fashion we can, and "paid" for those looking for good value services at a reasonable price.
...And we are still a business at the end of the day, so I'm not sure why we'd be expected to provide everything for free?
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
Slightly off-track with regard to the rest of the thread, but to clarify;
dial-up is an OPTION, NOT a necessity. You COULD choose VIP Web Hosting, at £3.49 per month ex VAT if you wanted a web space accessible from any internet connection. If you don't WANT to pay for a web space, then dial up is the option we offer (unlike other hosts that don't offer any alternative to their paid services). The dial up service is a "legacy" service that we CHOOSE to maintain for the convenience of our customers; surprisingly we have a fair few who continue to use the dial up access despite it being "out-dated".
The £2 per month is not JUST for Webmail. To clarify;
Webmail and sending services via our servers is FREE to Freeola broadband customers; Like ANY ISP we offer services for free to our internet customers. Unlike many other ISP's, we offer standalone versions of those services to NON-internet customers.
£2 per month for Email Freedom gets you:
Unlimited email addresses on a single domain
POP account set ups
Access to a full web mail service
Message filters and rules, autoresponders etc.
£2 per month for EmailPro gets you;
Unlimited email addresses on a single domain
POP or IMAP account set ups
Access to a full web mail service
Full and comprehensive spam controls, custom blacklists and whitelists, message rules etc.
Things may well have changed, but I'm still confident that our services provide good value for money. We offer "free" in the best fashion we can, and "paid" for those looking for good value services at a reasonable price.
...And we are still a business at the end of the day, so I'm not sure why we'd be expected to provide everything for free?
bognor bill wrote:
I like the optimism of those waiting to receive messages, the last time there was a lengthy outage (not that long ago) my incoming messages were lost completely. Like everyone else, it would be nice to have realistic updates not the Gatwick Airport style of 1-2 hours
Agreed, we would dearly love some more informative updates from the data centre in question, to the point where two of our systems team are actually on-site despite the problem being outside of our sphere of control and not related to any Freeola equipment.
I can only reiterate that we are pushing for a solution, and for further information as hard as we are able.
I like the optimism of those waiting to receive messages, the last time there was a lengthy outage (not that long ago) my incoming messages were lost completely. Like everyone else, it would be nice to have realistic updates not the Gatwick Airport style of 1-2 hours
Agreed, we would dearly love some more informative updates from the data centre in question, to the point where two of our systems team are actually on-site despite the problem being outside of our sphere of control and not related to any Freeola equipment.
I can only reiterate that we are pushing for a solution, and for further information as hard as we are able.
DL wrote:
There is Webmail within your MyFreeola. Ever tried using a FTP client to update your site ... there are lots of good, free clients out there and there is also that facility within MyFreeola.[/i]
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
There is Webmail within your MyFreeola. Ever tried using a FTP client to update your site ... there are lots of good, free clients out there and there is also that facility within MyFreeola.[/i]
Yes, there is webmail for £2.00/ month (no thank you); and yes, I have uploaded my sites using FTP which still requires a computer with a modem and using Freeola's 0845 dial-up number (again, no thank you).
Like I said, I've been using Freeola for almost 15 years and while that was fine in the early days, things have moved on somewhat. I'm not sure if you've noticed lately that most computers don't tend to come with 56k dial-up modems, which can be a bit of a bind if you want to update a website hosted by Freeola without having to buy some or all of their additional 'services'.
I like the optimism of those waiting to receive messages, the last time there was a lengthy outage (not that long ago) my incoming messages were lost completely. Like everyone else, it would be nice to have realistic updates not the Gatwick Airport style of 1-2 hours
Thanks for this update. I appreciate that it is not entirely your doing...It is just so frustrating.
It is unfortunate that the services are being affected, however it should be noted that the issue is NOT a Freeola hardware problem but rather a network issue at the data centre where our servers are hosted.
This issue is not only affecting Freeola servers, but any other servers at the same data centre on the same network.
Our apologies are sincere enough, we do not like the idea of our services being inaccessible, and we are working to find a resolution as soon as possible. Currently we are investigating the possibility of re-routing the servers, but this really is in the hands of the data centre and their engineers, not us.
Updates are added to the network status page as and when we receive them.
This issue is not only affecting Freeola servers, but any other servers at the same data centre on the same network.
Our apologies are sincere enough, we do not like the idea of our services being inaccessible, and we are working to find a resolution as soon as possible. Currently we are investigating the possibility of re-routing the servers, but this really is in the hands of the data centre and their engineers, not us.
Updates are added to the network status page as and when we receive them.
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