Update: Customer Email Issues

by Customer Service on October 19, 2012

As you know from the earlier blog post, some Network Solutions customers have had email issues recently, including slower-than-normal transmission and unexpected duplication. If you have experienced these specific issues, there is no action that you need to take at this time.

Some customers have also reported bouncebacks with a message that their email had too many “hops.” If possible, please have the sender re-send these emails, though it’s possible you may still see some delays.

If you have email issues other than the ones outlined above, please reach out to our customer service team. Be aware that your wait times may be longer than usual. An alternative is to submit your issues through your online Account Manager. Once you log in, click on the button that says “help and support” and then “open a help ticket” to submit your request.

We regret any inconvenience that these issues may have caused, and appreciate your continued patience as we work to fully resolve them. We will post any other updates as they are available.

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Brought to you by Network Solutions®, a Web.com® service.

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http://twitter.com/cpinck Chris Pinckney

Any updates on when this will be fixed?
http://twitter.com/controlaeronet Roberto Adolfo

Mail was working fine until about 2 hours ago about the time of your posting and we just noticed it lagged during this lapse, we are receiveing some emails sent at 14:00 now my ticket is: 1-627062212. Thank you and Regards
http://twitter.com/boomerangzone Marci Whitman

While we’ve had this issue for more than a month I can’t believe the same issue from LAST Friday, that’s a week today is STILL the issue. Really, you all aren’t capable of fixing the problem? I have clients who are livid with us, lost emails, prospects not receiving emails we sent. This is seriously _______ (insert explicit) up our business.

What’s worse is Networksolutions doesn’t seem to care! If you did you’d fix it, replace servers, hire an outsider who knows what they are doing and provide the service I’m paying for.

Fix it and stop wasting our time!

P.S. I’m advising all our clients to leave Networksolutions and we will be doing the same Nov 1st. You’ve _____ (insert explicit) with us long enough. Had we not been in the registration process for an event I would have moved on Monday.
annielex

Sirs,

This is serious. We are not receiving mails and we don´t know if our customers are receiving our messages. Please, we need to know when we are going to be able to receive messages and how you are planning to manage this. We are really disapointed with the service.
Mike

What are we doing about this? Your emails go down which means ours go down and in my world, that equates to lost dollars. How much of a credit can we expect? Why aren’t you posting status updates on the main web page and in our account managers?
Tere Ruiz

Since Friday of last week I am with problems of e-mail in 60% of mailboxes, but since yesterday (October 18) and today the problem to grown and is desperate since 100% of mailboxes present problems of transmission and reception of information.

When they fix the problem? It is urgent to solve

Best regards.
Kyle Nelson

I’m done with this service. This has had a serious impact on my business and I have lost revenue due to this. What’s worse is the lost confidence on the part of my clients. The unreliability of Network Solutions to manage my email has gone far past what I expect. In this day and age of e-commerce, this is simply unacceptable.
Doug Gower

DEAR NET SOL: You need to be more forthcoming about this email fiasco. You are going to start losing a great deal of business if you don’t inform your customers, right away, of what’s going on. You need to state what the problems are, what you are doing about it, and especially, what is a realistic date by which EMAIL WILL BE FIXED. I supervise several customer accounts with email domains on Net Sol and they, believe me, are beyond frustration now. They are worried about the impact on their own businesses of being out of communication and they are starting to “look for the exits”. Sorry to add to the pressure, but you might maintain some loyalty if you start telling us honestly what to expect.
Mack

Email has had weird problems all week and now has been down, completely, all day. One question – WHEN WILL THIS BE FIXED?!?!? I am astonished that cust serv has not posted anything since their original post. I would send an email to open a ticket BUT I CAN’T SEND ANYTHING!!!!
http://www.facebook.com/carlos.melendez.5494360 Carlos Melendez

Your message is really nice but it does not help our business. All our sales force depends on e-mails to conduct business, what alternative do we have? This is serious and there is no way of reaching someone live to know for real what is happening. I suppose many customers are already looking for a more dependable company to move their service. It’s unacceptable to be down for 4 hours, I can’t imagine if this continues for days!
Maggie

In the above blog post it says it is “Brought to you by Network Solutions, a Web.com service” I have never seen that before. Is this Web.com service association with NS new? Are they buying out NS and is that why the service is going to pot?
http://twitter.com/boomerangzone Marci Whitman

Count on it continuing. The issue really has been going on since last Friday network wide. You may not have noticed it but it has continued all week. Don’t count on them fixing it anytime soon. In fact, once you get tech support they will even proceed to tell you it’s an issue with your ISP and email program.
dean7

ZERO for customer support and communication on this serious issue.
Double ZERO for taking Days and Counting to resolve it.
I’ll be looking for a more reliable Email provider..ASAP.
Anonymous

Due to this on-going email issue we advised our client to leave Network Solutions, after being a customer for years.

There is NO REASON a multi-billion dollar company can’t get basic technology fixed in a quick manner.

They don’t care — that’s the reason.
http://twitter.com/TonySqrd Tony

This happens at least once a year and it stays on for a few weeks. It is unacceptable. If anyone knows a good replacement post it. It is time to jump boat. Shame netsol!!
http://twitter.com/TonySqrd Tony

where are you guys going to? I am interested
Bruce

YEP, thats their answer everytime!
Bruce

Saturday October 20th… 2:30am EST – Network Soloutions mail down again. All my NS mail No good, all my Gmail just fine.
Adam S. Wahler

Are the trouble tickets really worth it?

I have had the identical problems that every below has.

I have a trouble ticket opened for the last few days, yet I have had no contact since then.

Is the solution to have an intern sit on the phone all day and just keep calling in?

Since we can’t get any emails, guess that is the only solution.

The funny thing is the only calls I received this week from network Solutions was to sell me more services!

Yes, direct to gmail will work, but emails on your phone relayed by gmail will not as gmail keeps getting errors when trying to retrieve.

Since Network Solutions may issue credits, will the few hundred dollars we spend a year make a difference when we lose projects that are worth thousands of dollars?
Elaine

This ongoing email issue is wreaking havoc on my
business. We pride ourselves on fast,
efficient customer service and response times and these issues are impacting
our ability to deliver that level of service to our customers. I sat on hold waiting for their Support for OVER
AN HOUR TWICE last week. They continued
to blame my outgoing anti-virus scanning program. I turned it off and continued to have the
problem. I have opened at least three
tickets via their website and the only response I received was one suggesting
that I contact all of my clients and have my email address added to their “white
list”. What the ___!!

These issues need to be resolved YESTERDAY! Although I have been with Network Solutions
for several years, I will definitely be looking to take my business elsewhere if this
continues into next week. UNREAL!! I HAVE HAD IT!

WARNING! Be sure to check your auto renewal status. They switched all of my services to Auto
Renew without my knowledge or permission and charged my credit card for services I had no intention of renewing!
That’s just DISHONEST!!
http://twitter.com/no_bodee Nobody

I have received double emails off and on for about a month. However, about a week ago I tried to create a new email account, and to date that new email has not shown up on my active email list. I have notified netsol twice and received zero response. I am about to notify them again, which will actually be a fourth time. About six months ago I had an issue where we could not change passwords on our emails. We were able to bypass the JScript and actually input the new password, which in our opinion is a security risk. I emailed support at netsol, but they never responded – that’s three for three with zero response. Considering how expensive their services are this is a heck of a way to treat customers.
http://twitter.com/boomerangzone Marci Whitman

I doubt highly they will be issuing credits. I’ve had email issues for over a month in which they blamed on my ISP and clients email provider. Finally this week I proved a supervisor wrong by researching the error message myself and finding it was a NetworkSolutions problem all along. Then the email crisis is a whole different problem. You’ll never see a credit.
Adam S. Wahler

Of course they won’t. But never hurts to ask.
Frustrated

Our emails have been working intermittently over the last day, but now we are completely down. Now we can’t send ANY emails because the authentication is not working and keeps on telling us that we entered the wrong password although no settings have been changed from yesterday. Is anyone else having this problem? I called support and hung up after holding for 30 mins. Is Network Solution aware of this issue? This is extremely frustrating…
http://twitter.com/fernst87 Fernando José

I recommend A2hosting.com, i’ve been slowly moving my sites to a2hosting (linux hosting) and their support and performance is awesome
Conley Damron

I think this is your answer:

OUR BRANDS:Network Solutions | Register.com | 1ShoppingCart | Web.com Search Agency | Leads.com | Renovation Experts | LogoYes
Name Secure | Solid Cactus | Name Bargain | 1SCStores | PowerYourName
Martin

I experienced the same. All of my services were suddenly switched to auto-renew and my credit card was charged for renewal two months before the due date. I will have to file a chargeback with my credit card company. This is no way of doing business!
Phil Engelke

I agree this is my business lifeline. Get this thing fixed now Before I lose clients
pat

I have had absolutely no incoming email since Friday Oct 19. Several vital email msgs have not reached us and likewise, email is bouncing back. — Pat
David Butler

This is becoming a huge JOKE! This is going on 3 weeks now with email problems, I am loosing business every day because of this, is Network Solutions going to pay me back for the thousands of $ that we have lost! If someone knows how to switch providers, or a good one we can go to please let me know. I have to make a change TODAY!! We can’t afford to loose anymore customers!
Gene

It appears that Network Solutions email service has been HACKED. Look at the headers of your bounced email… you’ll see something like “myregisteredsite.com” as the source instead of the usual “networksolutions.com” This bogus source is a spam generator or spam-bot controller, and is listed on many of the spam databases, like spamhaus.com Doesn’t make the downtime any more tolerable, but at least it explains what’s happening.
Dylan Borgman

I’m the IT administrator at a company of about 40 people. For the past month we have had unending problems with our email service – bounce backs, messages can’t be sent or received, and delays, sometimes as much as 14 hours. Messages come in time stamped in the future, they come in corrupted and sometimes they never reach their intended destination at all without any error at all.

Repeated calls to network solutions has done no help. Half the time the answering service simply says they can’t take my call and hangs up, the other half I’m left on hold for 1-2 hours until I reach someone who tells me what this blog post says, that there is a problem and that they’re working to fix it but can’t give me any details. Oh, and sometimes they tell me – this really makes my hair stand on end – that the problem has been fixed already. Thanks, Network Solutions! What a crack squad you’ve got over there!
Here’s that little I’ve gleaned from talking with their tech support: a manager told me at one this was caused by the upgrade of their mail servers. Two things – first of all, a mistake of this magnitude is not made by some little whoops! accident, it’s caused by a seriously flawed roll-out procedure and terrible planning. If you’re going to potentially imperil thousands of businesses by upgrading equipment, then you make damn sure you have a backup plan in place.
Secondly, NS has completely bumbled the customer side of this which is why we are all here venting our frustrations publicly. This isn’t caused by a flood or lighting strike, this was caused by them not doing their jobs well and throughout the whole ordeal, I haven’t gotten so much as an email or phone call alerting me of the problems they are experiencing.
No updates on fixes, no suggested work arounds. This tech support representative told me on Friday that they were rebuilding their mail server in order to fix the problem, which is why we weren’t getting email – so here’s my question to NS – if you knew this server was going to be rebuilt and that it would disrupt our email, why didn’t you TELL US? Don’t you owe it to your loyal customers to give them a heads up? Apparently not. To error is human but to give us the snarky talk-to-the-hand-I’m-working-on-it, has seriously degraded my opinion of them.

We’re switching providers as soon as we are able. Suggestions would be highly appreciated.
Kathy

My computer hard drive crashed because of the stress of the e-mail issues! I can’t begin to explain all that I have lost!!
nokano

My email has been down since october 11. I am switching back to http://www.Godaddy.com, where I belong!
BTL

I’ve had it. This is ridiculous. Can only sporadically get e-mail to send from my Mac. ALL OTHER e-mail is going out just fine, only NS has the problem. This has been going on for MONTHS. And don’t try to tell me it’s a setting. E-mail works fine occasionally, and then just won’t, with no changes to settings. Lately it hardly EVER works. I cannot stay in business this way. I’m looking for another hosting service and abandoning this sinking ship ASAP. And I WILL be pursuing a prorated refund for this awful, business-destroying “service.” If you won’t do that, I’ll be filing complaints with the BBB.
chris

Unbelievably AWFUL customer service! It is absolutely the worst runaround I have experienced. I have called three times today, and every-time I have been provided a different answer. Mind you three times, and its taken over an hour each time to connect with an ‘offshore’ rep. Thank god for speaker phone. I think the best was when I was advised to turn off an ‘auto-responder’ as this would resolve my inability to reply to or send a new email!

What a crock!!!!

Forget the latency issues, how about the fact that emails can not be replied to. New emails can not be sent, and the spell check looks like ‘Frankenstein’ which I was advised that the spell-check problem will takes MONTHS to resolve. I was also advised that this was an IE problem and essentially Windows based. HAHAHA THAT IS HYSTERICAL!! I WORK ON MAC/OS PLATFORM AND USE FIREFOX AND SAFARI!!! WTF IS WRONG WITH YOU NS?????? I have the same damn problems. I was actually advised this morning that Chrome/Firefox/Safari did not have problems. REALLY??????

All three reps ‘overseas’ are afraid of losing their job, and will not provide access to a supervisor, nor do they have answers. Its like talking to a robot!!!!! They have been advised to give the ‘generic responses’ that were drilled into them by software teams. Look, I understand the idea of outsourcing but when this problem is now two + weeks old, and only seems to be getting worse, there is something seriously wrong!!! Each time you ask a question, they have to place you on a ‘two minute hold’.

Running a business large, small, any size in-between relies on stable communication and Network Solutions has provided anything but! The posts alone are a testament to customer dissatisfaction. The implication that people are being ignored, and the ‘standard protocol’ resolutions being offered is a far cry from actually correcting the problem. I only hope that this helps to create a service provider who actually has a plan in place and keeps customer service state side.

I could go on, and on, but at this point I’m exhausted from having to deal with this, and all the meanwhile looking for a replacement service provider and executing a plan to switch all of our emails/domains/etc etc.

WHAT A F—-N NIGHTMARE!

Thanks,
Another pissed off customer
Patel Devendra

Last 15 days we are not receive Japanese file name attachment Mails (Unicode
(UTF-8) encoding) Still Network Solutions has not been able to resolve
our issue they give every time new service Request numbers but what is
they do last 15 days ? even no reply in mails.

i think we want to change our web host park provider. !