Email access down via 3rd party clients

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  • Updated 7 years ago
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Email has been down all day 3/11/13. Chat "support" says try again in an hour. No one cares or will help. No one will even acknowledge a problem. One chat "support" person said to regularly check the system status blog. The last entry on that blog was more than a month ago! Why would you send me there for a problem that is destroying my business right now! Chat "support" isn't support at all. Extremely upset with lack of help or concern. Need email restored NOW. Homestead even discontinued help tickets, so there is no longer ANY WAY to get support. Extremely disappointed with this situation. Posting to some message board is now the ONLY way to get support? Really? No email support, no phone support, nothing.
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David9016

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  • pissed as hell

Posted 7 years ago

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Angela W

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Official Response
Hello! Thank you all for helping and working together. We have confirmed that there is a suspected issue that is causing problems with email programs like Outlook attempting to access and send email.

Our engineers are investigating the problem and working to resolve it as soon as possible. If you are experiencing problems using these programs please go to Homestead.com and click Check Email in the top right hand corner. You can then check and send email directly from the Hmail system.

I have created a separate thread as a Company update concerning this issue. We will update both the blog - status.homestead.com and the company update when we know more.

I also want to address the concerns of support- we are experiencing longer than normal hold times but we do have phone and chat support available during our posted hours. Phone: Mon-Fri 6:00am - 5:30pm, Sat-Sun Closed
Chat: Mon-Fri 6:00am - 5:30pm, Sat-Sun 7:00am - 4:00pm. We don't post the phone number because not all of our customers are on a package that includes phone support. All customers have access to chat support 7 days a week.

E-ticket support was removed because of the poor customer experience (it was often taking more than 3 business days to get an answer). We hope that this community will offer customers a way to communicate with us and with each other. Jeff's suggestion about turning off wi-fi seems to have helped a few other customers - you wouldn't have gotten that from an e-ticket.

We're working hard to provide transparency. We are very aware that we have additional areas of opportunity and that customers would like extended hours. Those are all being considered.

Thanks again for working together and participating in this community!

Angela
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Angela W

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Official Response
We have received confirmation that the issues that were causing these problems have been resolved. The network team verified that our Hmail systems are all functioning normally.