A history of the NetIdentity crisis brought about by Tucows, from the viewpoint of one beleaguered user. The same incompetent bungling and failed leadership that led to the crisis continues with Hover and OpenSRS.
Six months ago, Ross Rader (General Manager, Domain Direct) wrote:
The biggest, firstest step is to get our customer service team up to speed.Six months later, customer non-service is still not "up to speed", not to mention e-mail non-service in general.
posted by Tucowed @ Saturday, December 23, 2006
A history of the NetIdentity crisis brought about by Tucows, from the viewpoint of one beleaguered user. The same incompetent bungling and failed leadership that led to the crisis continues with Hover and OpenSRS.
"Once I had a
NetIdentity,
but now I've been
Tucowed"
8 Comments:
I had no trouble at all with the original migration, other than hating the new webmail interface.
But my POP and web email stopped working on Dec. 22, despite that the support status indicates email is supposed to be working again as of Dec. 22.
It's almost midnight on the 23rd. No call back from support (obviously, as today is Saturday). I don't expect the ass-clowns (to borrow a phrase from "Office Space")at NetIdentity/Tucows to even look at my support messages, much less fix the problem, until after they come get over egg-nogg hangover on Tuesday the 26th.
This service just gets worse and worse and more and more expensive at the same time. Unless they fix it *pronto* AND credit our accounts for some service as a peace-offering, I'm outta here.
You were much more fortunate than I was during the migration, as my e-mail was dead for six days and unavailable more than half the time from late September until late November. This situation was bad enough for me to reject the offer of three months free "service" from NetIdentity -- if you haven't received a similar offer, write to contactus@netidentity.com and to Ross Rader at ross@tucows.com to obtain the details. If you choose to accept it, then godspeed -- if not, then write to Jonathan Clarke at jonc@netidentity.com to request the cancellation of your account, and a refund. Good luck!
Update on my previous post. Today is the 25th. Still no POP or webmail. Status page STILL says everything fine as of the 22nd.
I'm fed up with Netidentity/Mailbank/Tucows. Can you recommend any reliable, reasonably priced alternatives for POP/webmail and simple web page hosting? My renewal comes in in March, and I dont' want to renew at this point.
The Economy Plan at GoDaddy is $3.59 per month with a 12-month contract, plus $1.99 for the domain, which is about the cheapest for a fairly reliable webhost-plus-email server. FastMail and Boomspeed are inexpensive too, but they don't register your domain for you.
Ironically, my problem is now fixed. I tried calling NetIdentity support again this morning. After 20 minutes on hold and 6 days of attempts, I finally spoke to a live human being.
He fixed my problem in about 30 seconds. Seems that Tucows systems had reset my password to the one *from* which I had changed just a few weeks ago, so my new password allowed me to log into the NetIdentity account admin site, but not my email.
I still don't understand why the problem existed at all, much less why the status page said it was working OK as of the 22nd (when my problems began). I don't understand why I got no call backs or email responses on the 4 days of the last 6 on which support was *not* closed for the holiday.
NetIdentity/Tucows poor management of email and security infrastructure, poor communication, and delayed correction of apparently simple problems will make me seriously consider another POP/webmail/hosting service when my service is up for rewnewal in March.
I hope somebody at Tucows gets fired over the whole NetIdentity email migration fiasco.
And the plot thickens!
Now they won't even reply our complaint mail.
This comment has been removed by a blog administrator.
The previous comment was removed because it was a load of malicious, false, and libelous crap posted by some cL00Less idiot NetIdentity sock-puppet.
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