Subdomain and email addresses disappeared

Got a couple of bounces at work from my home email address (no such domain) so investigated.
Since 14:14 Friday I've been getting authentication failures on Pop3. I can't ping, http or ftp my web site and my defined email addresses have all disappeared from the customer portal.

I think the basic problem is my subdomain has disappeared, but what the underlying cause of that is, I don't know.

Anyone seen anything like this?

Phoned tech support. The muppet decided it was a customer portal problem and could only be handled by customer services who aren't in until Monday. Claimed they had no tools to investigate the underlying issue. As far as I am concerned Zen's reputation for technical support and service is completely blown the first time I tested it.

Given the timing, I suspect storm damage (although it they had lost a DNS server I would expect lots of people to be affected). I would have been miffed but accepting if they had said that, but the ignorance and stonewalling was pathetic.

Hello,

I'm sorry to hear of your problems.

Unfortunately subdomains are managed by the Customer Portal - so it is Customer Services you'll need to speak to with regard to the missing subdomain. Technical Support do not have access to any tools that would allow us to identify what may have happened - so unfortunately will be unable to assist.

Is the subdomain missing from the Portal along with your mail addresses?

There are no general issues - and I can confidently state there's no risk of storm damage.

kind regards,
Phil D.Long

This doesn't make any sense. There is obviously a technical problem. I can't receive email and I can't access my website. Why can't technical support investigate this?

Do as 'Skyfire' says, phone up "Customer Support" and then if they feel it's a techie issue then they'll transfer you to "Technical Support".

Remember this forum (Thinkbroadband) is purely an outlet for ISPs and end users to mingle and have meaningful discussions, it's not an "Official" support forum for Zen nor other ISPs.

Not particularly useful advice. Customer support isn't open until Monday and I don't feel like being bounced from one department to another. For a company which has such a good reputation I am singularly unimpressed.

I didn't clalm that this was an official support forum. Skyfire is the one who signs himself as a technical support manager and decided to make a remote diagnosis on my problem. If I choose to question him that is my preroragtive - just as it is his not to respond further.

However, if he wants to put his name and title on his posts he should accept the consequences. I have seen the staff from other ISPs respond on these forums to help solve problems with technical or customer support. He just seems to be parroting the same unthinking line the muppet did on the phone this morning and contributing to the negative impression I am getting from zen.

It seems sensible to allow technical support access to this feature if it degrades a users service, as it has for him? Especially given their is no customer service people until Monday?

Hi,

Having never encountered this issue before - and without knowing what the solution will be or what the cause is - I'm not in a position to comment on whether there are tools that could be provided to Technical Support that would allow them to diagnose this issue. All I can say is currently there are no such tools, so it will need to wait until Monday unfortunately.

kind regards,
Phil.

In reply to:

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Not particularly useful advice. Customer support isn't open until Monday and I don't feel like being bounced from one department to another. For a company which has such a good reputation I am singularly unimpressed.

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Sorry if it sounded harsh or unhelpful.

Come Monday at least you should have an easy time on the phone since all the phone support is UK based and you won't have to spend lots of time explaining yourself to someone in a foreign call centre - this is one of the main benefits of Zen for me.

Yes, it's a pain having to wait for Monday but office staff as with any employee should be allowed a couple of days off to relax and get away from the work environment as pretty much any job these days are far too stressful.

Hello,

I have no issue with being asked questions and I do respond to help as best I can. Unfortunately in this case all I can provide you is what I've said. I haven't conducted a diagnosis of your issue - as no such diagnosis is possible without the information; which myself and Technical Support have no access to. Subdomains however are managed by the Customer Portal and Customer Portal-related issues are dealt with by Customer Services so they will be in the best position to determine an appropriate course of action.

I'm sorry if you feel my response is 'parroting the same unthinking line...'- unfortunately it is the only response any member of Technical Support can give, as it is a statement of the facts as they currently stand.

Certainly it may be something we can look at in the future (dependant on what the actual cause and solution is), but at this moment in time there is nothing that can be done to change the situation as Customer Services are not in until Monday.

I'm sorry that we can't be of assistance at this moment in time.

kind regards,
Phil.

In reply to:

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office staff as with any employee should be allowed a couple of days off to relax and get away from the work environment as pretty much any job these days are far too stressful

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So you think all shops should close at weekends? All service industries close down? No radio or TV over a weekend?

No, these people work shifts to service their customers.