How do I voice my complaint with regard to the email service?

  • 0
  • 111
  • Problem
  • Updated 5 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: This topic is being closed as it has covered too many different issues, that are largely resolved. It has grown to the point that valid information has become too difficult to locate. Feel free to post a new question if necessary.

If you would like your voice to be heard you are welcome to voice your complaint here. If you do have questions on our email service or other products feel free to post to the relevant threads.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb

Posted 6 years ago

  • 0
  • 111
Photo of Joanna4650

Joanna4650

  • 244 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
Delayed Email No Email and ridiculous amounts of SPAM for a week!!!.


My entire account of about 30 email address is loaded with SPAM and I have wasted so much time with furious customers. I have spent hours deleting, logging into their accounts and trying to add filters. This is absolutely ridiculous and completely unacceptable. We count on you as a provider to provide reliable quality service and I am seriously considering leaving before I loose yet another customer. The entire consumer market relies on email and having to rely on gmail as backup for communication this week is absurd.
www.pdbrooks.com
www.americantraffic.com
www.eliteequinedesigns.com
www.clfdvm.com
and I have more.
Please move all of accounts to a spam free server or I will have to go elsewhere for reliable service.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Joanna4650, Sorry about the whole email problem. I'm not sure if you've been tracking this but here is a summary of what is going on.

Homestead recently implemented a new spam filter which has had some repercussions. Many customers are experiencing slowness and delivery problems due to an unusual amount of spam.
In addition some customer email accounts are not showing up on the Email Manager screen. Our email admins are working diligently to fix the problem by building new email servers with an improved spam filter. It will take some time to get the new servers installed and configured as well as get any remaining black lists issues resolved. Since this is a major upgrade there are numerous complexities and licensing issues we are dealing with. Therefore we still do not have a definitive ETA. We hope to have more details later which we will post at https://community.homestead.com/homes....
If you need a faster resolution we are recommending an alternate email host and you can find more information for that option at the following link:
https://community.homestead.com/homes...
Photo of Kathy Wildman

Kathy Wildman

  • 3,278 Points 3k badge 2x thumb
how do I know whether my account is showing up on the email manager screen? I am getting a few e-mails and lots of spam but how do I know what is not getting thru. I got the following information from a customer after two e-mails bounced back to her.

Technical details of permanent failure:
Google tried to deliver your message, but it was rejected by the server for the recipient domainkathywildman.com by inbound.homesteadmail.com. [209.157.71.80].

The error that the other server returned was:
554 5.7.1 : Recipient address rejected: Policy Rejection- Sender address quota exceeded: Throttled (Error code ERR-3375-T) Please refer to http://support.homestead.com/mail-blo... for more information.

Is the quota exceeded about the green bar on the Hmail page to the right of the people search box? It is only 25% filled so is this why mail is being rejected?

I just wish I knew how much is being blocked and if it is worth the possible complications to transfer my e-mail account. I just worry that things could get lost or the other e-mail would have a different set of problems.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Hi Kathy... That error normally means your personal email has been blocked, but in this particular case, it is not your personal email it has to do with Homesteads blacklist issue.
Photo of Kathy Wildman

Kathy Wildman

  • 3,278 Points 3k badge 2x thumb
Has this been resolved? Am I still blacklisted because of my association with Homestead? I thought you did something about the blacklist issue?
Photo of Kristen5978

Kristen5978

  • 302 Points 250 badge 2x thumb
So, I've now lost multiple tens of thousands of dollars, and you still have no ****ing ETA? Are you serious? I got ONE FREE MONTH of hosting. Really? That's like 1/2000th of my financial cost due to your ineptitude and refusal to fix your problems. 20 free years of hosting would still not repay me for the costs I've borne due to your complete lack of competence.

I was told Friday. And now, on Friday, you're saying you have no ETA. HAHAHAHAHAHAHA, wow, this company is such a complete joke, and I'm a fool for believing you could fix any problem in under a month.

So, I suppose you'll be getting sued out of existence. Thanks for the free month to find a competent hosting service.
Photo of Kristen5978

Kristen5978

  • 302 Points 250 badge 2x thumb
206.125.40.130 does not like recipient.
Remote host said: 451 5.0.0 Contact your system administrator: 67.222.38.55 because you are a spammer listed on an RBL spamcop.net
Giving up on 206.125.40.130.
I'm not going to try again; this message has been in the queue too long.

Huh, a referral to a peer. Lovely. So since wednesday this person has been waiting for her referral, and I'm a "spammer" - lovely spam filter you installed.
Photo of christopher0744

christopher0744

  • 92 Points 75 badge 2x thumb
4 days and counting with this problem. Not only is this seriously affecting my ability to run my business and do my work, it's damaging my reputation with my clients. There's no way the Homestead techs will be able to fix that. The worst part of the unacceptable situation is that it's entirely self-inflicted by Homestead's trying to implement new filters. Didn't they do any QC on the new filters before implementing them? Like many others posting here, I'm in the process of finding a new hosting service.
Photo of Martin

Martin

  • 5,612 Points 5k badge 2x thumb
This reply was created from a merged topic originally titled
Email!.


You all have taken incompetency to a level never before seen in the history of Homestead! I have wasted more time, money and effort due to the fact we have no email here at our main business and clients places in one day=TODAY than any problem ever, and I mean ever than experienced in the past seven years here.

Never and I mean never would I recommend your services to anyone!

Martin Blaney
Photo of Susan2867

Susan2867

  • 60 Points
Now going on a week and erratic emails. I am losing business because of this. I have been patient and logged into system status to understand, but this is absolutely ridiculous. Patience is just that until I find that Homestead is not working at any decent pace to fix this. I can't afford to be in this position and as other writers have stated...how the hell is Homestead going to fix my reputation with clients who think I am ignoring them. I have been with this company since 2003 and have recommended it to many,..my mistake. It really hasn't been the same since Intuit bought it. Big company take over the little guy and screw their customers.
Seriously a problem for many.
Photo of Mike F.

Mike F., Alum

  • 184,678 Points 100k badge 2x thumb
Sorry that I am unable to address every post individually, but I do want to touch base with everyone. Most of you know by now that Homestead recently implemented a new spam filter which has had some significant repercussions.

The issues for many users vary but many customers are experiencing slowness and delivery problems due to an unusual amount of spam. In addition some customer email accounts are not showing up on the Email Manager screen. Our email admins are working diligently to fix the problem by building new email servers with an improved spam filter. It will take some time to get the new servers installed and configured as well as get any remaining black lists issues resolved. Since this is a major upgrade there are numerous complexities we are dealing with. We understand that this is having a major impact on some of you but we made the decision to do the full upgrade as it will benefit all parties in the long run.

Unfortunately we don't have a definitive ETA As we receive details, we will post at https://community.homestead.com/homes....

If you need a faster resolution we are recommending an alternate email host and you can find more information for that option at the following link:

https://community.homestead.com/homes...
Photo of Karen5787

Karen5787

  • 1,322 Points 1k badge 2x thumb
Has anyone figured out a solution for now? I'm not talking about Homestead employees, I'm asking other website owners like me.. Someone from Homestead suggested Thunderbird email, but I'm not sure they realize that we (website owners) would then have to change our email address on multiple pages (for me anyways).
I might easily have my email listed 75 times or more on my websites..

Has anyone figured out a way to make this easier for now without having to dish out more money for spam programs ourselves?

Also, what is this "blacklist" homestead keeps mentioning???
Photo of Karen5787

Karen5787

  • 1,322 Points 1k badge 2x thumb
Thank you Mary.. Sounds good, but is this different than gmail? or is the $5 a month to carry our domain email address?
Photo of Mary8912

Mary8912

  • 144 Points 100 badge 2x thumb
The $5 a month is to carry your own domain address. When you view your email online the format will look the same as a gmail account, but you will be able to receive your business email. You can then re-set Outlook (or whatever you use) and your phone to the new settings. So, for example, I already had a google email - myname@gmail.com. I still have that (for free) but also have mary@mydomainname.com and info@mydomainname.com (as example) that I pay the $5 to have Google host. I log into each account (the gmail and business emails) separately.

If you sign up for a year it's $4 something (per month) instead of $5. I figured I'd use it for a while and see if I like it, then switch to the cheaper option if I'm happy.

Either way, it's peanuts for the peace of mind - I've never had an issue with my gmail account, and with their stellar customer service today (no wait on phone que, support person that acted like a person (not just reading from a script), and follow up with an email reiterating everything we had done and links for support on what we talked about me doing in the future), I don't expect I will.
Photo of Karen5787

Karen5787

  • 1,322 Points 1k badge 2x thumb
thank you for the info... and also for the blacklist info.. I didn't even realize there was another issue with homesteads email a few months ago.. now I'm wondering if customers weren't receiving my replies or if I didn't receive their emails to begin with without even knowing it.. I'm going to check out the gmail info right now..
Photo of Kristen5978

Kristen5978

  • 302 Points 250 badge 2x thumb
Try moving to Web.com. It's a better deal and very friendly service. Don't use gmail, it looks unprofessional.
Photo of MaryEllen9150

MaryEllen9150

  • 2,116 Points 2k badge 2x thumb
Just a warning: I switched to Bluehost.com for my email but kept homestead as my host for my website. Everything was working, but suddenly today, my emails have been bounced back as blacklisted. Bluehost states they are working on the issue. So it's just not homestead that seems to have this type of blacklist problem. One good thing is I can still receive email, and some are getting through. If you are on a shared host for emails this could happen wherever you go (regarding blacklisting).

I keep checking on here to see if homestead fixes their emails, since I liked their address book, and email set up.

Some of my clients providers had be my emails blocked with homestead, and now with my new provider also! It's very hard to do business this way.
Photo of Angie7144

Angie7144

  • 246 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
When will you stop all of the spam on my email?!!!!!.


I have absolutely HAD IT with all of the spam!!! I did not have this problem at all, before. I need to know when and if you will fix this. I need to know if I need to switch my email and get money back from you. We are supposed to have working email through our website.
Photo of Charmagne9970

Charmagne9970

  • 380 Points 250 badge 2x thumb
I've been with Homestead since 2006 and I have never had a problem like this in the past. Do you know what that tells me? It tells me that Homestead does a pretty GOOD job the majority of the time. I am surprised at the excess of indignant comments. Have you not ever made a mistake in your life? Have you considered that Homestead is going through the same struggles we are, only on a much LARGER scale? I seriously doubt that the Homestead employees are all sitting around having a laugh at our expense AND it sounds like the problem is the spam filter program they installed, not Homestead.

Here is an email I sent out to all my customers who have email through me. You are welcome to use it:

You may have noticed problems with your email recently (excessive spam, slow delivery, undeliverable notifications, etc.) and I wanted to give you an update about what is going on.

THE PROBLEM: Apparently Homestead began using a new spam filter. It failed. Their current server was not able to maintain the amount of emails coming through so it has been randomly sending out undeliverable “over quota” responses. I actually noticed quite a bit of spam coming through one of my email accounts, but I assumed it was something I clicked on or sent that put me on a list. I’m so relieved to find out it wasn’t me (it was driving me crazy).

LATEST UPDATE: I was informed by Homestead that they just installed 2 new servers and have the outgoing email problem resolved as of today. They should have the incoming problems fixed soon, but they are not able to give an ETA at this time.

WHAT TO DO:
• What I have been telling everyone at this point is to try a second time if the email does not go through the first time. I’ve tested it and it is completely random. One email goes through fine, the next one doesn’t. Also, not everyone is affected, so you may not have even noticed it (I have several email accounts through Homestead and only one of them is affected).
• If you haven’t checked your website email in a while, you might want to sign on and check to see if you have excessive spam, then delete it. I can also do that for you if you’d like. Just reply to this email and I will be glad to check it and delete any spam that has accumulated.
• If you have not received a response to an email you’ve sent this past week, you may want to re-contact the person to inform them that you have been experiencing problems with your email and confirm whether they have received/responded to your email.
• I know this is a huge inconvenience for those that have been affected. Thank you so much for your patience while Homestead gets this problem resolved.

WHAT I CAN DO FOR YOU:
• I will be glad to go into your email account and delete any accumulated spam. Just reply to this email with that request.
• I can add a note on the contacts page of your website indicating that the email is currently experiencing technical difficulties. Just reply to this email if you would like me to do that.
• Anything else that is within my capabilities. Just ask!

Again, thanks for your patience!
Photo of Kristen5978

Kristen5978

  • 302 Points 250 badge 2x thumb
Yeah....so they've lost their clients millions of dollars, (they've lost me $50kish by now, and that's just one person,) and you want to defend them? How is working for them going?

I've started the process of switching hosts. When I called the company I'm switching to, they told me they are inundated with soon to be former clients of this very hosting service.

So whenever you or Intuit/Homestead wants to pay for $50k in damages, plus personally emailing apologies to all my clients for their mistakes, you and the CEO of this company will be forgiven for that mistake. Otherwise, supporting them is incredibly suspect.

This has been poorly handled. VERY POORLY HANDLED. Only someone who was paid off by the company would support them. The rest of us are leaving or have left. They should be out of business by the year, and I expect a large class action suit against them. If you don't want to recoup your losses, don't join.
Photo of Charmagne9970

Charmagne9970

  • 380 Points 250 badge 2x thumb
I am not paid off by the company, but I am also not in the position of losing 50K, so maybe that makes the difference. I doubt a class action suit will work unless it is a class action suit against the developer of the spam filter.
Photo of Drew N

Drew N, Alum

  • 262,796 Points 100k badge 2x thumb
Charmagne9970, Thank you for the kind words.

Kristen5978, I understand your frustration, and we will be sorry to see you leave. I see you have added new nameservers to your domain to point all services away from us, but you don't seem to have removed ours. To complete the domain pointing you will need to remove our nameservers from the DNS records or you will have problems.
Also, if you are pointing the domain, you will want to switch your account with us to domain hosting only for $14.99/year. If you plan on closing your account with us, then you need to transfer the domain away prior to closing, or the domain will expire next year.

Thanks

Drew
Photo of John0701

John0701

  • 2,392 Points 2k badge 2x thumb
This reply was created from a merged topic originally titled
Email not working again.


Just wanted to let you know the email is not working again. It was working (for the most part) over the weekend but is back to not working again. Everything is extremely delayed when trying to use it and emails are not being sent or received. I am guessing you put the Spam blocker back in place? I noticed a little more spam over the weekend but at least was able to use the email. Now, no spam but no use of email! PLEASE get this fixed once and for all. I know you are working on it but this is the second week of not being able to conduct our business, emails not received, orders not received and emails not sending. Unacceptable. Thank you in advance for getting this fixed permanently and expeditiously.
Photo of Karen5787

Karen5787

  • 1,322 Points 1k badge 2x thumb
Your email was working correctly for a short time this weekend??? Are you sure?? Mine hasn't changed since this all began.. I'm receiving spam at a ridiculous rate every hour..
Photo of Sherri0631

Sherri0631

  • 144 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
Dissapointed with email issues.


I am very dissapointed with the issues we are all having with our email. I use this for business.... my tour business uses this email and I cannot reply or confirm tour purchases. I am not happy and either are the customers who have been calling me for the last few days,
Photo of Bonnie6409

Bonnie6409

  • 808 Points 500 badge 2x thumb
This reply was created from a merged topic originally titled
EMAIL STILL NOT WORKING - WORSE THAN EVER!!!!!!!!!!!!!.


EMAIL STILL NOT WORKING - WORSE THAN EVER!!!!!!!!!!!!! I can't open or send emails - can't empty trash and STILL getting lots of junk email. Status says email problems are fixed but ours is worse than ever. Please advise!!!!!!!!!!
Photo of Dee Dee0596

Dee Dee0596

  • 2,902 Points 2k badge 2x thumb
This reply was created from a merged topic originally titled
Two weeks of email problems and stil nothing works.


I am posting this message on the board because contacting customer service chat is worthless. They never "hear" what is being told to them. I am aware of the Intuit postings regarding service problems. Mine have NOT been resolved at all. Nothing is working on my email - for TWO WEEKS. I cannot send email. Some email is sent but bounces because of spam filters. I cannot save drafts. The delete, spam and other buttons do not work. I get server error messages on everything. Every single function takes a minimum of 30 seconds to initiate, if it initiates at all. One attempt to send an email this morning resulted in 3 minutes of the timer spinning in the window and that window locking up. Not one feature is working. This is my business email. I am losing clients and their business because they do not receive my responses to their email. The last Intuit status update was the 25th. Today is the 30th and nothing has changed for my account since the problems started 2 weeks ago. And my email box is flooded with junk mail. I have had more problems with email since Intuit took over than all my cumulative years on the Internet with all the other providers combined.
Photo of Dolly2801

Dolly2801

  • 102 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
Complete frustration with Homestead Email.


The fact that you've had this email problem since at least 9/19/14 (at least, that's how long I have been experiencing the lack of send/receive ability) is disturbing, to say the least. It's been 10 days or more and it's still not fixed, with no understanding of the issue? I am done with Homestead. You've lost me. This is not how you keep customers.
Photo of Alvaro0639

Alvaro0639

  • 386 Points 250 badge 2x thumb
This is a typical problem with companies that get too big too fast without proper infrastructure. There seems to be no valid tech support capable of resolving a simple issue like spam filtering. Improving their tech department would mean larger expenditure so that will never happen. Better to keep our money in their pockets.
My solution, go to gmail or similar.
Photo of Robert9626

Robert9626

  • 112 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
A week or two ago, my junk mail has exploded!! Still going on today. Hope it is fixed soon..


My junk mail is going into my regular mail. Has been for the last couple of weeks. It is a problem because some of my important emails could get lost in all the junk emails. When will this be fixed?
Photo of Melissa2842

Melissa2842

  • 342 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled
How about pro-rating what you are charging everyone this month???.


*****STILL HAVING EMAIL ISSUES*****

I have one business who hasn't been able to send me emails for an ENTIRE WEEK.

Apologies are great, but lost time and business will not be fixed with an apology. How about you charge everyone for a pro-rated amount for the month??? You know...not charge people for the week (and apparently more) we are unable to use the service? We pay for a service. Free email comes a dime a dozen...The support is ridiculous!! Can't get through on the customer service line...can't get any real answers except "We are sorry...working on it...blah blah blah.". UNACCEPTABLE YOU STILL HAVEN'T FIXED THE PROBLEM A WEEK LATER!!!!
Photo of Larry5364

Larry5364

  • 246 Points 100 badge 2x thumb
FYI--my outgoing email seemed to be working for a while and now it is getting blacklisted--AGAIN
Photo of Larry5364

Larry5364

  • 246 Points 100 badge 2x thumb
Another FYI--my incoming emails are being delayed by anywhere from and hour to a whole day. Very inconvenient. I've got to say, it doesn't feel like progress when things got a little bit better and then worse again.
Photo of Dee Dee0596

Dee Dee0596

  • 2,902 Points 2k badge 2x thumb
Oh this is rich. Now my email is full of copies of postings of all these complaints about our email not working. I cannot get email, but I can get copies of complaints about not getting email along with tons of spam that is delivered. I need a drink.
Photo of Angie6924

Angie6924

  • 132 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled
Can I get problem free service please?.


I'm getting pretty fed up with all the issues here......email slowness, error messages, my webpage isn't loading now.....really? I've been a faithful customer, get it together already.
Photo of Brad3935

Brad3935

  • 70 Points
Dear Mike,
I appreciate all the updates that you have been providing. I am a air-safety investigator and a airworthiness officer and work in-conjunction with the FAA. I unfortunately live and breath by email and these issues have destroyed my ability to provide my clients the direction and data they need to operate. I do not have the time to list the disasters that me and my team have had to endure, but i will say that i have lost the confidence of some of my most precious customers. While i may not lose them all together, it will take time for me to rebuild that trust. It sounds silly that i would have relationship issues over email, but this is how its played now. Anyway, i again appreciate your efforts, but i ask that this get resolved soon or i will need to start looking at alternate means of email and website use.
Thank you
BAG
Photo of Brad3935

Brad3935

  • 70 Points
Dear Mike,
I appreciate all the updates that you have been providing. I am a air-safety investigator and a airworthiness officer and work in-conjunction with the FAA. I unfortunately live and breath by email and these issues have destroyed my ability to provide my clients the direction and data they need to operate. I do not have the time to list the disasters that me and my team have had to endure, but i will say that i have lost the confidence of some of my most precious customers. While i may not lose them all together, it will take time for me to rebuild that trust. It sounds silly that i would have relationship issues over email, but this is how its played now. Anyway, i again appreciate your efforts, but i ask that this get resolved soon or i will need to start looking at alternate means of email and website use.
Thank you
BAG
Photo of Donna6063

Donna6063

  • 114 Points 100 badge 2x thumb
My customers are furious and calling us because emails are bouncing back to them, many we have never received in over a week of disruptions and this is now affecting my business in a major way. I have been with you since 2003 but sadly I am thinking of changing. You have made a mess of our email accounts. I get spam I've never seen before and my customers and employees can not anyone at this company. A week is much much too long for this sort of disruption to businesses! Seems to me that proper research was not done before implementing your upgrade and now we are all paying the price of missed business. Please do not try to tell us everything is staying in some que to be delivered later. I have been with you many years and that has been said every time, only to be untrue. I am still missing emails from a week ago that customers have called us about.
When you affect a business with this kind of down time (days to get emails IF they come at all), you lose businesses.
It is very sad to me that I am having to consider moving my website and email addresses for the corporation after being with you this long.
Donna
Photo of Martin

Martin

  • 5,612 Points 5k badge 2x thumb
Myself and one other employee spent the day trying to fix this mess! It has cost us several thousands of dollars!

We are in the process of transferring our email accounts to another company.

We will for sure be transferring our website hosting to another provider.

First it was the Site Builder Plus fiasco, which by the way is STILL GARBAGE! And now this!

Never, and I mean never have I dealt with such poor online service!

The employee I was working with hopes you all go down in flames so we will be forced to make the total switch!

Tell me this PLEASE! Is there a president of this company that can address our concerns?

I want to know just what the people that own Homestead have to say, not someone sitting in a cubicle or a phone center, I mean someone IN CHARGE!
Photo of Kathy Wildman

Kathy Wildman

  • 3,278 Points 3k badge 2x thumb
I have been with homestead since it was a free site and owned by the creator. Then he took Intuit's money and went away. I think the company lost a bit of it's soul and stopped caring about the customers. The service Disruption in December a few years ago was tough to take but I survived and stayed. Now there seems to be another sell out and more of the soul is gone. This new operation seems to care even less about the customer and does not seem to be funded appropriately to handle the demand volume. Perhaps it is also not staffed sufficiently to solve the problem. I do not know who the new owner is but I am losing confidence in the company. I could not survive another December Disruption and may need to consider a move to be confident of communication speed and accuracy during the National Buying Season. I do not want to tarred and feathered by Homestead's blacklisted reputation. I do not see any progress in solving the problems and need to save most communication for late night sessions to get anything done in a timely manner. It still feels like dial-up. I have not seen any update announcements or progress reports.

This conversation is no longer open for comments or replies.