UK2 doing customers a favour...
...by reminding them that email is not a time-sensitive medium.
Hosting company UK2 has still not finished migrating customer emails across to a new system. Just to recap: on 6 November, one week after the original problems, UK2's managing director Martin Baker promised us all mails would be restored by Sunday night. On Monday, the mails still hadn't moved. On Tuesday 10 November, network …
...by reminding them that email is not a time-sensitive medium.
Tell that to someone who is being emailed their Flu-Jab details by their GP.
Then they should follow up with a phone call, shouldn't they? NOBODY should trust email for anything important or that can't be followed up by using the phone. You know that thing, the telephone? Been around about 80 years or so.
Vista likes to tell you it will only take 24 hours to copy a few gigs of files and then suddenly jump the time up to 10 years before wavering back and forth between the two. That's probably what happened here.
Guys: UK2 is working for new arriving email. So it's not about flu jabs. It's the accumulated mailbox that's missing - some people believed that this was a carrier-class service, and use IMAP to interact with their mailbox online.
What are they migrating from and to? From Unix to Microsoft Exchange, maybe?
If it ain't broke don't fix it.
Three weeks after the problems began UK2 are still not forwarding e-mails sent to addresses on the domains they host for us. Worse, the senders are being told that
'The following addresses had permanent fatal errors ----- <name@domain >'
So our contacts think our addresses are dead or that we have done a runner. UK2 have done nothing whatsoever to tell either their clients or the senders of messages they are paid to forward that there is a 'temporary' forwarding problem. There is no 'sitrep' on their blog', to read it you would think that they are functioning normally [perhaps, for this bunch of cowboys, they are!] They clearly don't give a toss for thier customers: AVOID!!!
Isn't it time that Martin Baker pulled that lever on his ejection seat?
We're talking about UK2 here, for goodness sake. They are probably still trying to work out where the network cable goes.
I would have thought the best thing to do, would be to replace the broken storage array with a working storage array.
Instead, they have moved the email to the US onto a different system, that does not integrate so well with the domain services they sell. They are probably having trouble copying all the email from one system to a different one and keeping everything intact, apart from doing so across the pond.
The funny thing is that their home page says they are the biggest UK host, but it doesn't seem that they can actually HOST.
Precisely what's not happening? For how many people is it not happening? Doesn't seem to be affecting any of my domains for which email is being forwarded?
If this is IMAP and people are really foolish enough to rely on emails left on someone else's server as anything other than a backup, they have only themselves to blame if historic emails are lost.
Bouncing emails instead of forwarding them is a different story, but clearly not affecting everyone.
Quality service? Sadly, the record is that many firms offer good service for a few years and then go belly up or are taken over for other reasons. Others are like UK2 -- currently available at a reasonable price. Nothing guaranteed. You get what you pay for with UK2. With most other companies it seems you pay more but you either don't get what you pay for for very long or you don't get what you pay for at all.
Anyone in business presumably has enough sense to own their own domain, in which case, if it's a .uk address, they have the option of lifting it from the current host and placing it elsewhere, even if the current host is un-coperative or unresponsive. Nominet -- amazingly -- comes out brilliantly in such a situatiion; extremely helpful and acts for a purely nominal fee. It's a strong argument for having a .uk domain rather than a top-level one.
UK2 is proving to be a disaster. i have been with them almost since their start and they have always been bad at advising people when they make changes. I have various paid accounts with them and have bought numerous domains. For more than a month I have had poor or no email service. They appear to have merged with or been taken over by a US group. The first news I had about migration of accounts was when some of my email addresses would not work. They did not bother to tell clients that the login is now the full email address and not just the prefix. This was particularly unfortunate as I have been traveling a lot recently and my blackberry stopped working for my UK2 accounts. It was purely by chance I discovered what they had done.
I now find that some email accounts work and others do not. Their Technical Support Department is proving useless. It is impossible to get through on the phone and they do not always answer tickets even when marked critical. They also do not read the tickets and do not answer the queries.
My major account which had a large filing system now has an inbox. When i asked them (probably 3 times) about migration they asked whether I had a connectivity problem and told me the account was in order. The files have disappeared.
On one account that they claim has been "migrated" I have discovered that the whole filing structure has been changed. In the past UK2 system would only allow you to created sub- directories etc in the In-box. Now although it still allows you to create sub-folders in the in-box the old folders with messages are part of the main directory - if they exist. Again I found this out quite by accident by creating a new folder with a name from the old files. If created in the main system it appears and in some cases the messages miraculously appear too. (Not always and not with any consistency). If created in the in-box the folder appears but with no messages. However if you then try to delete the folder you cannot. OE6 tells you the folder does not exist! it does and it appears on the web-mail page too.
It is a shambles.
I discovered that my accounts are now on Eastern Standard time! I live in the UK. When I tried to change to the UK time I discovered that in their wisdom I have a choice only of GMT. London - like my mail files - has ceased to exist. Brilliant for a "UK" Company.
It is impossible to speak to anyone in sales or technical. I have just spent about 5 minutes calling "Sales!!!" in the UK. After ringing for about 5 minutes the phone diverted to voice-mail - An American lady who cannot take my call right now - obviously - it is the middle of the night.
I have recently bought a large number of domains through UK2 - I now have no invoices, records of purchase, records of account details, passwords etc.
I am seriously beginning to doubt I shall ever see my files again.
I have backups of most data but during the traveling of the last three weeks i have nothing.
They are a disgrace.
I have no email now for 2 weeks and UK2 will not answer the phones or respond to support tickets marked critical.
The issue for me is my emails are being bounced so all my clients and collegues think I am no longer here.
As UK2 have a contract with us - all of us, are they liable for loss of business, loss of service and loss of potential?
If so, why not a class action against them? This level of incompetence and loss of service must justify a level of compensation.
Not just the email system but now the whole of there web presence are no more...I wonder where we will be with UK2 in the morning?
Perhaps they have gone home and put the lights out.....
Any news from the MD. Perhaps he would organise a "Dunkirk" style operation to help us, his long suffering customers, to migrate to a reliable supplier and make our businesses safe!!??
Emails "sent" from "their" new webmail service are still not being delivered.
Emails sent to their new email service are bouncing with messages that they cannot be delivered.
Connections to the new email service by POP3 are only working intermittantly, and some applications cannot ever access it (but they did reliably before).
Service tickets are not being responded to.
Is the MD still giving interviews to the press, or has he filled his suitcase with all the money from punters and legged it to Bali?
Is it 2012 already? Has London been swallowed by the Earth, but the rest of the world doesn't know about it?
I have had two problems with UK2 following on from their disasterous email migration.
POP access. A simple fix ( for me )
My web mail works fine, yet the POP was logging in fine though reporting no new emails.
I had the incoming server set as pop.uk2.net
change pop.uk2.net to mail.uk2.net
Sub-Websites not working ... well uk2 managed to re-write all my index.html files. Use you back up to reupload your index.html
By the way, it seems that the replies from UK2 technical support ( when they actually reply ) are not going ( at least to my ) to your selected 'support' email address, they are only available on their web site.
Now waiting to find out from them how and why all of my UK2 registered domains AND their own sites were down last night / early morning
Don't worry, I'm not holding my breath!
It says on the Service Heartbeat page that the majority of existing emails have migrated and they are just doing the remaining ones manually.
Well I for one have still not got any of my existing mails/mailbox structure and was curious to know if anyone else had ....
As an update - I finally got a response from support and they manually restored old mail (but lost new mails in the process).
Anyway - I'm back up and running after just over 2 weeks!
Nope, my email hasn't been migrated yet. They sent me an amusing email over the weekend, informing me that the mailbox had been restored so everything should be hunkydory now. Of course, when I went and checked, there was absolutely no change. So I took up their invitation to go back to them with any further issues, and after 48 hours they sent me a standard email excusing their slow response by saying that they have 36 billion files to transfer as part of the migration.
It's seems pretty clear from all the other status updates that they've posted that what they're doing is migrating their entire service base to another location, not always seamlessly (to say the least). My money is on the hard disk array being physically transferred via cruise liner (cheaper than a transfer over an intercontinental fibre). When the boat docks, we'll have our email again !
What's the routine to get them to do a manual transfer (even if it does destroy my "slow boat" thesis) ?
I get zero spam now (not a bad thing) but also lose 100s of emails a day and God knows where they end up because they aren't being bounced back to the sender.
I've now waited 5 days for another reply to my ticket. I've taken to constantly sending twitter messages to @ditlev and @uk2 but still no response there either!