Updated Customers of BT tentacle Plusnet are still finding themselves without email after issues with the service entered a third day.
Problems kicked off on 10 November, according to the status page, when the internet service provider said: "Some customers may be experiencing difficulties when logging into their Plusnet email account."
It took much of the day, but by mid-afternoon the company proudly told customers: "We've identified what the problem is and are now completing work to fix this as quickly as possible." Everything, it said, should be back to normal by the following morning.
Except they weren't. Although Plusnet reckoned customers should have been able to log into their email as 11 November rolled around, "they may experience a delay when sending and receiving emails."
And so it went on. As of midday today, more than two days after complaints were first reported, some customers continued to find themselves unable to log in and most are still suffering delays in send and receive.
A reminder of the interconnectedness of internet providers came earlier from UK retailer John Lewis, apologising on behalf of Plusnet:
Hi Steve. I am sorry to see that there is an ongoing issue with the email service through our John Lewis Broadband package provided by Plusnet. Please send me a DM below so I can send you a link to the service status website for updates. ^Tom https://t.co/BKgf4zwGSR— John Lewis & Partners Customer Service (@johnlewishelp) November 12, 2021
Register readers also weighed in. Mike Barwise, an information risk expert, reported being unable to send email over SMTP since Wednesday. Another ruefully commented: "It seems that the days of free email as a perk from your ISP are rapidly ending."
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With all varieties of email connectivity wobbling (Plusnet has advised users to use an alternative client to get at their email, which hasn't gone down too well), it appears the service will end the week on its knees as its customers fume.
@Plusnet when is your email service going to be fixed? Need a straight answer. This is killing my business. If you are never going to fix it you have a duty to tell your customers.#plusnet #plusnetdown #PlusnetNomail #stophiding #tellthetruth #bbc #bbcnews #johnlewis— craig branson (@mungerville) November 12, 2021
We contacted Plusnet for an explanation of what had befallen the service and why it is taking so long to recover, but have yet to receive a reply. Hopefully there aren't any, er, email problems at HQ.
In the meantime, users continue to fret despite the company's assurances that it is pulling itself back upright. ®
@Plusnet How much longer is this going on for? I still can’t access my email!— Hils💙 (@hilsofhove) November 12, 2021
Updated at 18.13 UTC on 12 November to add:
Following publication, Plusnet sent us this statement but omitted to provide a technical explanation for the email problems.
"Most customers should now be able to log in their Plusnet email, however they may experience a delay when sending and receiving emails. Plusnet emails can be accessed using an email client as an alternative. We’re working to fix this as quickly as possible. We’re sorry this has taken longer than expected and for the inconvenience caused. Plusnet broadband and mobile services are not affected."