Tucowed -- The Blog

Tucowed -- The Blog

A history of the crisis brought about by , from the viewpoint of one beleaguered user. The same incompetent bungling and failed leadership that led to the crisis continues with and .

Monday, August 18, 2008

another NetIdentity e-mail outage

On 13 August on his blog, Thomas Crampton wrote:
the company I pay for email service suddenly shut down without warning.
They still give no estimate of when they will restore service...
NetIdentity: Lousy, unreliable service and bad customer support. Shameful.

Comments from the discussion that followed:
Since the association with Tucows and Domaindirect, it’s been bad.

I recommend forwarding your emails to another service

I’ve had it with their lack of reliability, non-existant customer support, and horrific UI. (They recently changed their UI four times in one day!!!)

I’m dumping NetIdentity and moving to another service.

now nearly 4 days of outage and NO HOPE of it being repaired?

Tucows have been shamelessly milking NetIdentity ever since their purchase. Their customer service level is appalling, the general service is unreliable, they are refusing to improve basic products, and this latest episode is just another normal sorry example of how they are continuing to take peoples money without providing even a basic service.

-- reasons for the outage --

we’ve identified the source of the issues and implemented a fix. Mail service is being brought back online as we speak. What we don’t have an estimate for is exactly when each specific user will start receiving email again.

the issue is affecting less than half of our customers...

we charge for our services, but in exchange for this, we strive to provide the best possible service...

33% of the folks that are having problems should have full service restored sometime overnight.

each restoration will take approximately 24-36 hours (or more)

the average hold time yesterday was approximately 7 minutes

-- reactions to the excuses --

if you think good service is taking 7 minutes to answer a telephone call, I understand exactly what you think good customer service is.

Longstanding NetIdentity clients such as myself know that since Tucows turned Netidentity into a cash cow:
a) There have been no significant improvements in functionality.

b) Some functionality, such as Webmail, is SIGNIFICANTLY worse than it use to be.

c) Your response times to email queries are a joke, with an incredibly laborious process which is clearly designed to stop people raising queries in the first place.

d) When I have raised service issues, you have NEVER resolved the problem.

all I’m getting is “GATEWAY TIMEOUT” errors from Netidentity.com. Can’t even get in to see the latest “update.”

I’m going to migrate over the weekend, send out all my “change of address” notices, and then forget about NetIdentity, Tucows, the lot…

This outage was definitely the last straw for me on netidentity. On my to-do list for this weekend is to find a new provider.

The weird thing is, we have to discuss this on some guy’s blog. There is no forum on the NetIdentity website where customers can communicate with each other. Why not?

Ross, your company stinks and you are damaging your career by continuing to be associated with it.

Since Tucows took over, they have been an absolute disgrace. Any other business would have failed, but I guess the lock-in allows them to stumble on.

Anyway this latest multi-day inability to provide a basic email service is it for me. I am goneburger, despite the huge inconvenience associated.

I emailed/posted numerous messages detailing my problem with no response until finally I make contact with someone or something at “customer service”. Said entity starts offering completely hopeless and useless advice...

That’s really funny that Tucows management is answering customer complaints in this blog but not directly to customers?

Tucows took over the service in 2006 it never worked properly since.

I’m not about to rely on Tucows until they drop me in it again.

Sorry Ross, but something just doesn’t jive with the explanations given for the spam.

Nothing jives with the explanations from Tucows for their failures.


Anonymous Anonymous wrote...

Dude...all this time and energy can be well spent on a different venture. Something that will clearly benefit others. You think you may be benefiting potential Tucows resellers (into not signing up with them).

However, your blog portrays you as a very paranoid and disillusioned individual.

Clearly, you have the smarts and the perserverance. But don't be so short sighted as to focus on one failed corporation.


7:38 AM  
Blogger Tucowed wrote...

"Dude"... this is not about "one failed corporation", this is about a lot of people (including me) who have lost a service they enjoyed, they paid for, and were ripped off. You don't give a shit about us, so please take your "different venture" and fuck off.

11:16 PM  
Anonymous NetidentitySUCKSHORSECOCK wrote...

The goddamn netidentity e-mail is down AGAIN!!! Every time it goes down, they say it only affects a "portion of users," like that's supposed to make us feel better. Totally, completely inept company, management, and IT "professionals." This is unbelievable. There is absolutely NO CHANCE that I will renew my contract, and have already begun transferring my mail e-mail to G-Mail. And best of all, g-mail has a better interface and is FREE! WTF

8:41 PM  
Anonymous Anonymous wrote...

This is October 10 2008.

ARE WE STILL DOWN or is just me?

2:19 PM  
Anonymous Anonymous wrote...

My account is also down.

This is the first time for me, because i have been customer just for one month.

What happened to the emails they arrive in the time in which i can't access my account?
Do i get those emails later or are they lost?

Best regards and hope that this thing is working again IMMEDIATELY...


9:48 AM  
Anonymous Anonymous wrote...

Now my mail works but my wife's doesn't. How do you contact netidentity? Is it possible to leave them and take the address?

5:53 PM  
Blogger Rey wrote...

Well It's 1:09 AM Saturday morning and I'm able to log on, BUT, I usually get 50 emails a day. So far, I'm only seeing 4 or 5 per day in my client Outlook.

So, either they lost all my inbound mail or they are still fixing it.... Ooops. Just got another one but dated 3 days ago.

Answer... We are still not working!

1:12 AM  
Blogger Tucowed wrote...

To complain about the NetIdentity lack-of-service, you'll have to jump through some hoops:

>> your Customer Service Center account
>> is NOT the same as your email account
>> the old email addresses that you might
>> have previously used to reach us
>> are no longer working
>> you will need to register an account
>> to create a ticket


2:27 AM  

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click here for a current Tucows stock chart,
 or just scroll down to the bottom of this page.

click here for a current Tucows stock "Price Performance" table.

Tucows corporate web-page.

NetIdentity is now Hover, so of course there are Hover system issues
 "We are again seeing issues with the main Hover system."

add me to the list of the unimpressed
 "no contact info on their home page, no help menu"

trying to get some support for the past 2 weeks and have had no reply
 "have been having trouble since trying to renew our domain"

Us Versus Tucows
 "a blog for those fed up with Tucows (NetIdentity, Domain Direct, etc.) and who are ready to do something about it"

from Cluster A to Cluster F**k
 "with this notoriously bad-luck strewn product"

You call this service?
 "This is the most disappointing service I have used in a long time... I have yet to see anything work right"

support may be in need of some quality control
 "waiting 5 days for a reply"

new "Processing Fee" at OpenSoReS from Tucows
 "Everyone here is tired of being nickle-and-dimed"

Tucows Incompetence
 "the ridiculous webmail interface that looks like a high school project.
You have shown your incompetence in the past.
This e-mail service is much too complicated for you.
Tucows = Incompetence with a capital 'I'
I opened a ticket a long time ago. Of course they did nothing.

Downsizing at Tucows
 "laying off approximately 15% of its staff"

Tucows stripped of its Registrar Seal of Approval
 "the World Association of Domain Name Developers has voted to revoke the Registrar Seal of Approval awarded to Tucows"

NetIdentity Complaints - Bad service
 "has been down multiple days 3 times YTD"

I hate Tucows and NetIdentity right now
 "I am sick to death of the broken email, broken delivery, broken blog software, clunky interfaces, and general lack of investment in this service"

NetIdentity failure powered by Tucows
 "I will not renew my account expiring in 2009"

Tucows launches the brilliant, sophisticated YummyNames
 "Why settle for a lousy domain name? (like we did)"

Tucows… Come On!
 "Tucows just keeps the domain"

Tucows Now Selling The Expired Domains They Kept From Their Customers
 "it has started Yummydomains.com to sell tens of thousands of those domains"

Site contents deleted - use at your own risk
 "all the files of my original site were gone"

Domain Renewal - now taken by Tucows
 "They took it AFTER the domain was already renewed"

Tucows/Netidentity sold my domain name
 "their declining stock price is forcing them to make some quick cash"

Is it worth this frustration?
 "I will cancel this service as soon as the subscription finishes"

Giving up on NetIdentity
 "my site and all its content vanished"

Netidentity email failure/outage lasting for 4 Days
 "should be interesting to those considering using their service"

service has been down for almost a day and has been intermittent for 3 days

Virgin.net Knocked Offline by Tucows
 "a series of unanticipated hardware failures"

how exasperating these people are to deal with
 "It never works."

hanging out in the NetIdentity Office
 "I am a very unhappy NetIdentity customer."

after Tucows purchased Netidentity the service and customer service both simply fell apart.

the NetIdentity service has hit rock bottom since being taken over by Tucows

no reply to my service requests
 "service is one of those unheard-of words"

not able to access my paid-for email/web service
 "they need to get out of this business"

Tucows has a deferred problem
 "Tucows has lost 50% of its market value since July 2007"

net loss for the first quarter of 2008 was $1.1 million
 -- how a company loses money providing e-mail and domain names --

the cow is half empty
 "their market share has been dropping"

Tucows Revenue Falls Short, Stock Tumbles
 "disappointing Google ad revenues"

Tucows forever
 "how a woman feels when her drunk ex-boyfriend calls at 3AM saying he misses her..."

Nitido WebMail at DomainDirect Sucks
 "why do people have to break things that aren't broken?"

the future of Tucows Developer Blog
 -- in a word, "bleak" --

Why I’ll Never Do Business With Tucows Again
 "managed by incompetent, uncaring, and completely clueless people"

Re-imagining Our Email Defense Service
 -- just imagine it actually working! --

"it really sums up a lot of my approach to business"
 -- a nice, warm pile of irony --

Companies Must Understand There Is Nowhere To Hide
 -- even better irony from a Tucows VP --

Corporate Blogging Best Practices — by Ross Rader (!)
 -- a case study in irony --

Terror Goes Digital With Canadian Help
 "the website for al-Qaeda was registered to Contactprivacy, the anonymous-registration arm of Tucows"

Tucows Facilitating Hamas Propaganda
 "Canadian firms selling service to Hamas include Tucows"

the incompetence of Tucows
 "Tucows passing the buck"

NetIdentity business ways
 "is this the way to run a good business?"

Mismanagement, Bad Customer Service, and a Revelation
 "how not to succeed in growing your business"

NetIdentity Aren't Smart
 "really lousy webhosting"

This Isn't Customer Service
 "why do I have to fix this company's problem?"
This isn't customer service, Finale
 "The solution is simple. Find another company. Take your business elsewhere."

What's happening at NetIdentity?
 "having lots of problems"

So what's happening with NetIdentity?
 "My email has been down pretty much ALL WEEK"

Recent Blogrolling Downtime
 "We still have an issue"

Blogrolling no more?
 "odd that they would buy this service and then basically abandon it"

Blogrolling Update
Blogrolling Update 1

Netidentity Email Migration Nightmare
Netidentity Email Migration Nightmare: Update

NetIdentity's "Reliability Report" from the Better Business Bureau
 "BBB Rating: Unsatisfactory"
 -- note the
"Additional DBA Names" section, listing "Glazen Online Services", run by notorious spammer David Glazen; and "Loanclub.biz", a fraudulent online lender --

Spamfree, virusfree NewNetMail: Jaap Verduijn's answer to the /

using Gmail to read other accounts
 "Gmail instead of the crappy webmail interface that NetIdentity provides"

NetIdentity Transition Survivors Group (NTSG) — Google
 "to discuss the recent transition disaster"

NetIdentity & Tucows "migration" fails miserably
 "by far the worst example of customer service"

Tucows screws up NetIdentity and NamePlanet migration
 "a new, horribly-designed e-mail system"

Netidentity E-mail Fails
 "a service provider has stopped providing service"
Netidentity E-mail Crisis Ends for PR Consultant
 "Netidentity, owned by Tucows, went from bad to worse"

Mailbank.com (NetIdentity/NamePlanet) Email Migration — WikiPedia
Tucows Talk on WikiPedia

System migration may be the most dangerous thing Tucows could ever do
 "our technical team is working on fixing this issue"

there have been too many issues with your Tucows migration

When Business Processes Fail
 "this problem is endemic"

The end of explorers@whyte.com
 "even worse since they were bought by Tucows"

Netidentity/Tucows email Price Increase
 "they are a novice in the email space and completely messed this one up"

NetIdentity extended downtime
 "this one has gone on for months and is beyond real"

No More BS Ross — FIX IT!
 -- The Unintentional Comedy --

Bandwagon Missed
 "Tucows bought NetIdentity and has since screwed up the whole system"

Why Have I Moved My Website?
 "Netidentity email service is virtually unusable"

a foolish spam policy
 "not very good for email"

NamePlanet — the worst customer support
 "We've had a few problems"

NetIdentity, please stop
 "I don't want it any more"

Ok, so I got a blog
 they screwed up the transition and made my whole site go "under construction"

Tucows resurfaces!
 "I pretty much gave up and forgot about Tucows"

Receiving Problems With Your NetIdentity Account
 "There are a number of reasons"
Sending Problems With Your Email Account
 "the problems are common"

Do yourself a favour and avoid NetIdentity and any service provided by Tucows

Dude, where's my website??

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