I am very frustrated as I have had no email since sunday. Attempts to speak to support team if answered usually involve someone from a call centre who is reading from a script and seems unable to understand me. I am at my wits end, losing money etc. What can I do? If you email me back it is no good sending it to fasthosts so please email:mitsuko1@live.com
Thanks,
Sandie
Fasthosts customers suffer disrupted email service
Customers subscribed to internet service provider Fasthosts were without email over the weekend and, according to news site The Register, it was impossible to get any customer service support or information on the problem on the company website. Subscribers also submitted complaints to The Register stating Fasthosts did not answer support emails sent from alternative emails.
Since then, Fasthosts has confirmed the problem has been addressed and the hope is all emails will be redelivered to customers shortly. A spokesman for Fasthosts provided The Register with the following explanation:
“On Friday we experienced a technical issue with one of our Email Filters which caused a number of customer email accounts to be taken off-line for around 45 minutes. Upon reactivating the affected accounts, whilst the vast majority were brought online normally, a small number (less than 100 customers) remained off-line due to a corrupt system file upon each... No email has been lost as a result of the outage, it has been retained and will be re-delivered accordingly... We apologise unreservedly to the very small number of Fasthosts email customers affect for any inconvenience as a result of this issue.”
Fasthosts customers still experiencing problems with their email are invited to contact the provider's technical support team.
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I currently have seven domains registered with Fasthosts and each has mail forwarding on it. This is not working and has been out of action for 48 hrs now with no sign of a resolution. Emails sent are being bounced back to the sender with a note that a particular IP address (which the sender will assume is mine but it is not) is blacklisted. Early today I was asked if I could obtain a copy of the bounced back email and send it to them which I duly did. I heard nothing more and decided late this afternoon to phone yet again. They told me they have received the email but because I attached it rather than copy/pasted it they were unable to read it. So why did they not email me on the Yahoo address which they have or phone me on my telephone number which they have to let me know? Had I not called it would have gone on ad infinitum!! Even now, they want yet another 24 hours. Am I cross? Yes I am and I let the guy in the call centre know in no uncertain terms but it's not his fault - this is the first he's heard of my case. And when you ask if they have been having problems they deny it! When you ask to speak to someone on the 2nd line team to whom they claim to have escalated the problem, they say the 2nd line team don't take calls. When you say you want to complain and want the name of the managing director they don't know who the MD is!! Frankly, it beggars belief!!
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I agree wholeheartedly.I am still having problems now on Friday 12th June at 12.19pm. This has possibly lost me a very large amount of time and more importantly business!! What can I do. The email keeps wanting to download all my emails from 1st June on to my Outlook which cannot cope. I cannot open artworks for quotes or work in progress. Am I furious. Fasthosts tell me it is a BT issue. BT, who I am semi inclined to believe as I also have internet issues, tell me it is Fasthost. Who do I contact, please help.
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This is an update to my note of 11/6/09. This is what FASTHOSTS have eventually replied:
Dear Brian Brooker,
Thanks for your recent enquiry to the Fasthosts Support team (ticket number 2203321).
We have looked into the problem that you have reported regarding the email forwarder you set up for the address brian@castoncameraclub.co.uk and it appears that the provider that handles email for the address brian.brooker@mail.adsl4less.com is signed up to what's called an RBL list provided by a company called spamcannibal.org who have the entire Fasthosts mail system blacklisted due to a technicality with the way they blacklist systems. Unfortunately there is nothing we can do from our end to resolve this issue, so you will not be able to forward from your Fasthosts addresses to this email address.
If you have any further questions or problems regarding this particular issue, please reply to this email including all the relevant details.
If you reply after seven days, a new ticket number will be issued automatically, as a matter of course. But we'll still be able to respond just as quickly.
Many Thanks,
--
Mark Hawkins
Technical Support Team
Fasthosts Internet Ltd.
So I sent this to my ISP and this is their response;
Dear Customer,
We're not listed ourselves in spamcannibal.org
The blacklisting of Fasthost is entirely valid, if Fasthost are unwilling to assign resource to deal with an outbreak of infected hosts on their network, they will get blacklisted. The fact they're bigger just means they produce more spam if they don't deal with it!
The Fasthost (response) is a red herring designed to distract from the real issue - spamcannibal.org hosts only get delisted anyway once the spam problem stops but as the problem is continuing it's not been delisted. Even if they did pay for delisting, they would be immediately relisted.
Regards
jay
So how do I feel. Well a few days ago, fed up waiting any longer I transferred all my domains to www.daily.co.uk where they have help on line 24/7 and no phone menu to go through - press 1 for this and 2 for that etc. Problems all solved and everything working tickedy-boo, just like it should. -
We have the smae issue and are getting responces from Fasthosts like this:
Dear Stuart,
Thanks for contacting us.
Unfortunately this has been an ongoing issue with Spam Cannibal which we are unable to do anything about. You will need to speak to Spam Cannibal for a resolve to this as it is beyond our control.
.....
I just get the impression that they don't really care. We have 2 dedicated servers with them, both are listed but it would take days to transfer to a new host so for now keeping fingers and toes crossed. -
Another day - another failure of Fasthosts; unable to log on to our webmail. We have lost mail and they are just not interested; This has been going on since May and there is barely a day when there is not a problem. Half price offer for hosting webmail! they ought to pay us for this appalling service. I will not even bother contacting customer service - waste of time. As soon as we can we will leave for another server.
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Email was down again on Wednesday (8th july) and Thursday (9th July) seriously thinking of jumping ship.
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I sent loads of emails out on 7th /8th / 9th July about 80 -many of these never reached the recipients but some that did get through replied but then I never got them. I emailed Fasthosts support and asked if they had a problem with email - after 7 days I still had no reply. I then called them and got through - they told me they had a service outage for about 4 days from the 7th July and that it was still affecting some customers, it is now the 22nd! I have had emails lost before since being with Fasthost but I wrongly assumed that it was a quirk with my ISP Onetel who are pretty bad too. I now realise this is not an uncommon issue with Fasthosts - it basically means you can never be certain you have got -or sent- all your email. That's really bad - I'm dumping them right away. 22/7/09
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Has anyone noticed that the Fasthosts are yet again having problems with their email service? Why is this company so appalling?
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Same right now, they are down and have been since yesterday. what is wrong with Fasthosts? I have other accounts on other providers and don't get this type of issue this often!
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Totally agree Tony.
We've finally decided to move all our domains and hosting packages away from Fasthosts, which should be fun. -
Fasthosts say the problem was fixed around 6pm but I was still having errors logging into the pop-box much later. It appeared to be a password issue which occurs fairly regularly but usually goes away on it's own, this time it didn't - I suspect the password was reset on the server. If you still can't retrieve email it may be worth logging into the control panel and setting the email password.
we did get some email today but maybe only 10% of what's usual. There was nothing accumulated in the account when we finally got in so it looks like they've dumped most of the email today.
Since I called, every test email has been received absolutely immediately so it looks like it's working ok now, amazing how fast you can deliver email if you dump the pesky backlog.
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It is now August 2009 and fasthosts ip is blacklisted in three places. No they have not resolved it. No they do not want to help you . No you cannot reslove your email issues until they sort it.
I suggest that anyone wishing to maintain a secure and professional service, suffer the pain of moving away and dump them - they are utterly cheap and nasty and no self respecting IT user would have anything to do with them.
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We have had problems for the last few months. The latest has meant a fellow director has no access to email. We have been told various things:
The mailbox is full (only 1% full when you get in using mcp)
It's my computer, our server, my ISP, ( We have no server as we have a small office and we mostly work from home or from business centres when around the world on business.
They had me do a tracert and copy into an email and send it to them. 48 hours later no reply or resolution of our problem.
My email and that of a colleague have had spasmodic failures but I have found that several emails I have sent to high profile potential clients were not received. Not only are we missing emails but this is doing untold damage to the credibility and reputation of our company.
Worse than pathetic. They don't deserve to be in business. -
Just joined Fasthost, unable to upload first picture to gallery. JPEG 33.5 kb.
Been on the phone to support for over 1 hour - still no good. -
Anyone else having/had email problems with Fasthost now? No emails received last night across 2 domains between 9pm 18th Nov and 7.45am 19th Nov (UK time). Email is working ok now but those missing emails (usually hundreds each night) are still missing. I've emailled Fasthosts support (5 hours ago) and awaiting a reply.
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Looks like POP3/Webmail issues are back again since this morning for Fasthosts. This is the 3rd such outage this month and is not fair. Is their any legal route to follow for compensation if you have to move all your domains away from them?
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Pop3 / Webmail issues have definitely returned today! They have been saying all day that the issue is intermittent but I have over 200 customers who say otherwise! No one has received email today, except 1 client who has received a very small handful! FH are rubbish and there will certainly be a large chunk of those 200 people moving away. Everyone should follow them on twitter etc and tweet away that they are absolutely sh**. The last issue (only last week), we did this and they called us with a grovelling apology - not that it helped us but at least it showed they are worried about losing customers!
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Fasthosts email server POP3/Webmail is still down since 9am this morning - I called Fasthosts twice today and complained to them that we are experiencing problems with them ONCE a week.....that is totally unacceptable and their email server is utter s**te.
If it happens again then I will move elsewhere! -
it's gone down again!! and the phone line is dead, does anybody know what's going on??
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Fasthosts have been down all day - I have tried using webmail but even incoming mail through that server have not arrived. I have received the typical email response and on the phone they gave me a status email address which I have suggested should be posted on their homepage - obviously they won't do this because it alerts potential new customers to the fact that they do have problems. I run a company, I cannot access incoming emails - I don't know if outgoing emails are hitting and I am paying their subscriptions - what compensation/who is the online hosting ombudsman as this is completely ridiculous in terms of them offering a professional hosting business that they cannot manage. Also how on earth do you move an account when you are subscribed into their service - the internet has a lot of issues to address and firstly/foremost immediate remedial action and secondly compensation
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Found this site whilst researching Fatshosts for a client who uses them for web and mail hosting. Client has been telling me for months that they have intermittent email problems, but I haven't ever been present to see any of it and as all the office uses wireless and a different company as ISP I never really had any proof as to where the problem was (and to be honest suspected something other than the truth). Last week (Thursday 3rd February 2011) I was onsite and proved to myself that Fasthosts had a problem with email. This is still ongoing today (Monday 7th February) after I assured the client that no provider would let a system-wide email problem continue for over 24 hours. What a load a twaddle I speak!!! It seems this issue has been ongoing since at least 26th January 2011 as per Fasthosts own tweets - unbelievable. I am now advising my client to move hosts (I have someone in mind but don't want to detract from Fasthosts service level by being biased towards someone else, so won't state who I recommend on here). By the way, when I call their helpline it says they are working on an email outage, but if you stay online to talk to someone you have hold music for about ten minutes then are reverted back to the choices menu to select sales/support etc.. Dunno if this is a deliberate ploy, another fault in itself, or "just" a result of the phone system being overloaded by callers. Either way the whole situation is totally unacceptable and I will be recommending to any of my clients not to stay with/ or use Fatshosts.
NB - This site asks to describe my emotions when making this comment - I have selected angry as this is what I would be if I were the customer, but I am not the customer I am the IT support for mine and Fasthosts' mutual client. My emotions would better be described as ABSOLUTELY FLABBERGASTED! -
I cannot believe the poor service from this company. E-Mail down again today (Tuesday). I will jump ship and move my domain registration / webhosting / E-Mail to another service provider who is more reliable.
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email keeps downloading juke mail
97 downloads
keeps repeating the same mail
shows errors
some download ok
cant send mail out
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I have previously transferred away web hosting and client email accounts from Fasthosts leaving only my business email with them. Basically due to the time it would take to transfer the various, quite large, IMAP mailboxes to a new server. However, enough is enough, now my main client is not receiving email due to Fasthosts being blacklisted by SPAMCANNIBAL, their mail provider must have just started using that list as apparently Fasthosts has, unbeknown to me, been on that list for a while.
Their response to my complaints has be fairly derisory, suggesting that I use my ISP for SMTP... I was using Fasthosts for their roaming SMTP which my ISP won't do.
Looks like this will be my swansong with Fasthosts then.
Shame on them, I have been recommending them for a few years, this will now cease.
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