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Something took out Earthlink/PeoplePC email servers three days ago_still down! They will not talk about what happened!

 
Anonymous Coward
User ID: 45046140
United States
04/27/2014 10:11 PM
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Something took out Earthlink/PeoplePC email servers three days ago_still down! They will not talk about what happened!
Chat took place with PeoplePC 04-26-2014 at 6:45 pm. Outgoing email is still not working!

The crash of the PeoplePC email server network over two days ago has not been resolved. Yet your support page, throughout this problem still says everything, including email is OK. That is not the case! Why do you not update it to state that email is DOWN! [link to support.peoplepc.com]

I have contact you many times and no one has any answers. This is not acceptable. Please do not send me one of your pre written responses.
I sincerely apologize for the inconvenience caused to you.
I appreciate your time and patience in this
Thank you for your patience and Understanding.
It was my pleasure assisting you

If you cannot converse in a person to person mode please transfer me to a supervisor.

If something has been changed internet email protocol for Microsoft outlook 2007 please let me know all the settings for incoming and outgoing.

Right now incoming seems to be working but outgoing will not send emails. Every time it tries an error is generated. This needs to be resolved real soon.

I need, and have been paying for an email service that is going on three days of not working.

If you cannot help, transfer me to someone who can.



How many days do you expect me to go without email?
Why does your support center page still show all clear for email?
Are you going issue me a credit for my lost email service? Surely you can issue a months credit.

Please wait for a site operator to respond. Your feedback is important to us! Please complete our Exit Survey by clicking on the Grey Close Button at the end of your LiveChat.
'Ashley K' says: Thank you for contacting PeoplePC LiveChat, how may I help you today?

Frustrated: The crash of the PeoplePC email server network over two days ago has not been resolved. Yet your support page, throughout this problem still says everything, including email is OK. That is not the case! Why do you not update it to state that email is DOWN! [link to support.peoplepc.com] I have contact you many times and no one has any answers. This is not acceptable. Please do not send me one of your pre written responses. I sincerely apologize for the inconvenience caused to you. I appreciate your time and patience in this Thank you for your patience and Understanding. It was my pleasure assisting you If you cannot converse in a person to person mode please transfer me to a supervisor. If something has been changed internet email protocol for Microsoft outlook 2007 please let me know all the settings for incoming and outgoing. Right now incoming seems to be working but outgoing will not send emails. Every time it tries an error is generated. This needs to be resolved real soon. I need, and have been paying for an email service that is going on three days of not working. If you cannot help, transfer me to someone who can.

Ashley K: I apologize for the inconvenience caused.
Ashley K: Let me check your account details.
Ashley K: May I know the exact error message displayed when try to send and receive the email messages?

Frustrated: Something about not being able to connect to the outgoing server. I cleared the outbox. Do you want me to try sending a test email?

Ashley K: I am sorry. we just got an update that there is an issue from our end.
Ashley K: There is some maintenance going on.
Ashley K: The technicians at the server end are working to fix the problem as soon as possible. There are intermittent issues on our server.
Ashley K: I request you to please check after some time.

Frustrated: This is unacceptable. you keep sending me the same scripted responses that I asked you not to send. Everyone has told me the same thing. How long do you expect me to wait before I have to get a new service provider??? Why is this problem not showing on your support page???

Ashley K: We just got an update that there is an issue from our end.
Ashley K: I wish I could do more to make your experience better but thats all ,within my scope of support,hope you understand it.

Frustrated: No I do not understand.....please transfer me to someone that can actually talk to me.

Ashley K: Please stay connected, While I transfer your chat to our supervisor.
Please wait while I transfer the chat to 'Joseph'.

'Joseph' says: Thank you for contacting PeoplePC LiveChat, how may I help you today?
Joseph: Hi,
Joseph: This is supervisor.
Joseph: Let me read chat history.
Joseph: I sincerely apologize for the inconvenience caused in this regard.
Joseph: as of now we have an outage
Joseph: So you are not able to get connected to peoplepc connection software
Joseph: we are re-engineering the software and it will be available again for download in late May and shipping in late June

Frustrated: You are not understanding. My email is not working from ms outlook 2007. It was working fine until your server crash. Everything else is ok.

Joseph: As of now we have an outage
Joseph: once the outage is fixed
Joseph: please try to contact use
Joseph: we will take remote and help you futher.
Joseph: If you want to confirm the same
Joseph: You can contact our Peoplepc Dial-Up Support at 1-877-947-3327
Joseph: You can contact our Peoplepc DSL Support 1-800-326-8407
Joseph: You can contact our Peoplepc Sales Support 1-888-587-9669
Joseph: You can call and then confirm.

Frustrated: I'm confused by your comments. When will the outgoing email problem be resolved? That is what I need.
Joseph: Unfortunately there has been no time frame specified for this Outage but since it is nation-wide, it should be fixed at the earliest since a lot of people are getting inconvenienced due to it
Joseph: We got an update that by end of day it is going to fix.

Frustrated: Please answer all three of the following questions.
Frustrated: How many days do you expect me to go without email? Why does your support center page still show all clear for email? Are you going issue me a credit for my lost email service? Surely you can issue a months credit.

Joseph: okay
Joseph: by end of the day it is going to fix .
Joseph: management is not yet update we will update in support page soon.
Joseph: yes you will get the refund once the issue is fixed

Frustrated: Will you send me an email when it is resolved. That would be a help.

Joseph: Okay sure.
Joseph: I will update you via email once issue is fixed
Joseph: Is there anything else, I may assist you today?

Frustrated: Thank you. Good bye

Joseph: Your patience and understanding will be greatly appreciated in this regard
Joseph: Your satisfaction is what we strive for.
Joseph: Thank you for using EarthLink LiveChat. If you need any further assistance, please feel free to contact us again.
Joseph: Take Care!!
Joseph: Bye!!
Anonymous Coward
User ID: 57428972
Switzerland
04/27/2014 10:29 PM
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Re: Something took out Earthlink/PeoplePC email servers three days ago_still down! They will not talk about what happened!
I had problems everywhere on the internet last night. Every site I went to...even email.

Anybody else?





GLP