What is the status of this ongoing email issue?

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  • Updated 6 years ago
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We are terribly sorry for the ongoing email issues and not having an ETA for when will be resolved. For anyone who has not been following the situation here is a summary.

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 we are dealing with. Therefore we still do not have a definitive ETA.


What can I do?

1. If you need an update on the email situation, you can visit the announcement thread here.

2. We understand that for many of you, your email is a critical component of your business. Since we do not have an ETA, you may wish to set up an email account through another provider such as Zoho, or Google.

3. If you do create an email account with a different provider you will need to update your MX records through the Domain Manager screen on Homestead.com See instructions

This thread will remain open for questions if anyone needs help changing their MX records, please post below.

Please do not use this thread for posting complaints or venting. We do understand how frustrating this is for many of you but I need to keep this thread focused on helping customers. If you would like to voice a complaint please post here

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Mike F., Alum

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Posted 6 years ago

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Barbara0145

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This reply was created from a merged topic originally titled
Email taking TOO long to arrive.


Incoming and Outgoing Email does not make it to intended recipients or my inbox for hours even a day. I own a school bus company and I need to be able to be in contact with my school districts.
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Casey3328

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This reply was created from a merged topic originally titled
SEVERE Email and Website Problems, Intuit to Homestead Transition.


We were promised that there would be NO LOSS OF SERVICE as our domains/email addresses transitioned from Intuit to Homestead. This has not been the case! For the past week (at least) - we discovered this YESTERDAY - emails we thought sent were not delivered, nor were they returned as undeliverable or delayed. Emails we were supposed to have received were NOT received at all or were received 12 hours or MORE (try a day or so) later. This is not acceptable and must be fixed immediately. We run two businesses that deal with not only the Government but large national clients and this is severely affecting our business and our customers. Our domain names are:

homedoctorsonline.com
allsportcourts.com
allsportflorida.com

Thank you,
Melissa Wren
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Mike F., Alum

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Hi Casey3328, I know that this issue is taking an excessive amount of time to fix. But just to be clear, this issue is not related to the transition from Intuit. In fact it is the same exact email system that was being used while we were owned by Intuit. There are other issues involved but just so everyone knows, are first priority is to get everybody back up and running, but there are plans on the road-map to get everyone on a more reliable system.

Mike
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Mark8461

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This reply was created from a merged topic originally titled
Worst email service ever.


Is Homestead email the worst ever? It is destroying my business. It is very unreliable. I cannot send email at all, and I am not receiving most inbound emails. Ironically, I only get SPAM. I cnnot get a live person at Homestead to tell me what is going on.
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Joseph5591

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This reply was created from a merged topic originally titled
Email is being severely delayed delayed in and out....again..


There was an improvement for a couple days, but now it has regressed. This is unacceptable. Our business needs a dependable email.
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Peter6699

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This reply was created from a merged topic originally titled
NO E_MAIL!!!.


MY e-mail is still not working!!! A customer called me and asked if I had closed shop!!!
When will this be addressed? No one has even called or ( I guess they can't e-mail me) to tell me there was an issue!!!
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Anastasis9098

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This reply was created from a merged topic originally titled
Please fix the email issue.


Please guys fix the email issue ... today we cannot send, yesterday we couldn't received.. for more than 3 weeks now our business is with no email communication, at least send us an email or something with an ETA or something the let your clients know what to do..
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Asad8505

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This reply was created from a merged topic originally titled
Emailing problem - Network Service Error Message appearing.


Dear Homestead, we are located in Abu Dhabi 11 hours time behind US time. We are again facing emailing problem since yesterday. We are not receving emails. If rcvd we cannot answer them. A message appear on the screen "Network Service Error Occured" This is 3rd time in this year which is very unfortunate as a commercial service providor. Homestead need to invest more on thier infrastructure. Never heard such problems with other service providers.
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Matt3174

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This reply was created from a merged topic originally titled
When will the email system be fixed?.


When will the email system be fixed? Losing new prospect and current customer respect by the day. Where can we get answers and timelines? It is taking 4+ hours for emails I send to make it to the receipt, if they even make it there at all! What is being done to get this fixed?
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christine1163

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This reply was created from a merged topic originally titled
grhhh cannot send or receive today..


Help Help Please! Am continually having trouble sending and recieving. Am running a business. Today (Friday 4th October) is very very random. I thought this problem had been solved, but appears not. Please advise
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Pat4970

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This reply was created from a merged topic originally titled
Get it fixed...now!.


Why are my emails not going to some people but are to others? I'm loosing jobs due to Homesteads lack of service! Is there an immediate solution or do I need to get a new provider?
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Taylor7930

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This reply was created from a merged topic originally titled
NO Access to Email.


My company has several accounts on this server and NONE of us can log in at the moment!! This is a HUGE problem. Someone needs to fix this issue now! Sara
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Ed8556

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This reply was created from a merged topic originally titled
THIS SUCKS !! EMAIL SENDING & RECEIVING INTERMITTENT AT BEST - HOW MUCH LONGER SHOULD WE HAVE TO DEAL WITH THIS?.


Still cannot send and receive email regularly. Problem has been occurring over last 3 weeks. In this day and age, it is not acceptable to say to a client... "we are experiencing problems with our email!" Especially for this length of time. We don't know which emails are sent, which ones aren't. Clients are emailing us error messages they are getting when they attempt to email us. Others are sending emails and never realize they don't go through and think we are ignoring them. It is completely unacceptable and is damaging our business.

How can Homestead continue to charge us for a service we are not receiving. We all deserve a credit, and then some, for the amount of time we are wasting on these problems that continue to negatively affect our businesses! We all understand there is troubleshooting that takes place during a transition like this, but the length of time this has continued, the lack of communication with the customers, and the continuing to charge for the lack of service is criminal and unacceptable.
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Mike F., Alum

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Hi Ed8556, We agree it has been an unacceptable amount of time. We have many different email accounts and multiple servers so not every customer is affected, or affected to the same degree. You are welcome to contact us and explain your situation and discuss a credit or refund. Use the contact information here in the response on this thread; https://community.homestead.com/homes...
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Andy5557

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I run a language school and usually we receive our client's registrations on a daily basis and all of sudden I received unsolicited spam emails and I didn't get any registration from my clients. Homestead is making me lose businesses......In such a critical email server outage, their CEO never came out with a word or explanation to their clients......I tried to call many times and never got through. I pay nearly $700 to this company every year for such stinky services. This really sucks!!
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Drew N, Alum

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Good morning, the mail administrators told us last night that the servers are operating normally. There were still many thousands of email to be handled and it would take a few hours to clear the back log. Please let me know if you are still experiencing significant delays.

Please make sure on both sending and receiving through the Zimbra interface at http://mail.homesteadmail.com.

Thank you

Drew
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Steven8257

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Why is the act of deleting in Zimbra so slow. And why are you still using Zimbra?
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Mike F., Alum

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The speed of deleting emails can have many variables depending on your internet speed, weather you are configured as POP, or IMAP, etc. Our servers are still running normally and they are being monitored closely. As far as continuing with Zimbra, I can't really comment on that but our management team is listening closely to customer complaints and will make decisions based on the interest of our customers.
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Skip6592

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I just tried emailing some clients about an hour ago and they were rejected. Your statement 7 hours ago said everything was now working. What gives? We have been having trouble with your system intermittingly over the last several months after having no problems with Homestead's mail for nearly 20 years. It's killing my business.
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Drew N, Alum

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The servers are reporting normal operation and we don't appear to be on any of the public blacklists, but that doesn't mean that a server or individual hasn't added your domain or our server to their blacklist. These are ones we can't search.

I will send you an email, please forward to me the bounced message so I can take a look at it.

Thanks

Drew
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Alvaro0639

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As of now 10/6/13 at 7:53 am EST email still runs slow. I've sent test emails from other accounts I use and Homestead email takes much, much longer to arrive than all others.
So very unfortunate.
It's a bad thing for clients of Homestead and a bad thing for Homestead in the long run. This is one easy way to loose present and future clients.
I will not refer Homestead for the foreseeable future.
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john3242

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I take that back... I delted my account in outlook and now it wont configure anymore.... This is the craziest thing I have ever seen... Poor business.
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Drew N, Alum

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Good morning, None of your domains are on any of the public blacklists. The host referenced above with IP address 173.189.32.8, is not a Homestead server. That IP resolves to Windstream.net, and they are on Spamhaus' blacklist. This is an issue Windstream needs to resolve.

Drew
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Drew N, Alum

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What is happening when you try to configure Outlook?
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john3242

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Hi. This is the qmail-send program at gproxy3-pub.unifiedlayer.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

This the message I get from Zimbra....

Outlook will not configure at all... It says problem connecting to a server. Windstream has told me already things on their end are fine.
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john3242

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Sorry that above message was not a recent one... It as an email address typo error.... Still nothing in Outlook
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Drew N, Alum

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Hi John3242, I reconfirmed that your domains are not on any public blacklists, but I did find this.


And that IP resolves to Windstream.net.
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john3242

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Send test e-mail message: The server responded: 554 5.7.1 Service unavail
That is what I get when i test
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john3242

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Outlook 2010
mail.homesteadmail.com
smtp.homesteadmail.com
Just like every other account i have that works
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john3242

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Again it seems to work in Zimbra
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Drew N, Alum

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Ok, try following these steps. Make sure you use manually configure.

Drew
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Drew N, Alum

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If it works in Zimbra then we know it is just a configuration issue and we should be able to resolve it. The domain is still good, and the servers are still operating normally. Let me know if the manual steps I linked work. If not, we can keep trying.

Drew
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Michael3642

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My email now will not work at all. This is all I get in Outlook:

Task 'mail.ruttanbates.com - Receiving' reported error (0x80042108) : 'Outlook cannot connect to your incoming (POP3) e-mail server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

And when I log in to the Zimbra site I get this:

method: [unknown]
msg: system failure: getting database connection
code: service.FAILURE
detail: soap:Receiver
trace: btpool0-19809://mail7.homesteadmail.com/service/soap/SearchRequest:1381157973402:0958ab35a1b63f51
request:
Body: {
SearchRequest: {
_jsns: "urn:zimbraMail",
fetch: 1,
html: 1,
limit: 100,
locale: {
_content: "en_US"
},
offset: 0,
query: "in:"sent"",
recip: 1,
sortBy: "dateDesc",
types: "message",
tz: {
id: "America/Denver"
}
}
},
Header: {
context: {
_jsns: "urn:zimbra",
account: {
_content: "mb@ruttanbates.com",
by: "name"
},
authToken: "(removed)",
session: {
_content: 11966308,
id: 11966308
},
userAgent: {
name: "ZimbraWebClient - GC30 (Win)",
version: "7.2.0_GA_2669"
}
}
}

I actually told our IT person to hold off transferring our entire service based on first the suggestion that October 7 or 8 was the "fix" date and that on October 5 you people post the "everything is back to normal" announcement.

If my email is not 100% functional by the end of the day, I have no option left. I will have to cancel and move all of my domains and websites and email.
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Mike F., Alum

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Thanks for including this info in your post. I'm forwarding it to the admins to research. Also, can you let us know which web browser you are using when you use the ZimbraWebClient?
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Mike F., Alum

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Michael, After researching this, we noticed you changed your MX records. Therefore your email is not running through our servers any more. The Zimbra Web client will not work unless you are on our servers. If you are checking your email through outlook, you'll have to reconfigure outlook according to your new email providers instructions. You should be getting an email from Drew with some more information.
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Charlie9926

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Waiting until my contract expires and then I am gone! This is unacceptable! Will we get reimbursed for the down time/aggravation we have experienced?
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Mike F., Alum

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You are welcome to call us to discuss a credit or refund. t 800-710-1998
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Chris2885

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wow , worst customer service ever!
im all done with your company and will be moving my website and email to another company as soon as possible. with so many other companies to choose from out there is no good reason any customer should stand for this continously lowsey service. i realy hope there is a class action law suitre filled as the damages and losses created by homestead to all of its customers is unmeasurably great and will take us all months to really understand and determine how bad it has really hurt us all.

Chris Hartman
President
Masecraft Supply Co.
www.masecraftsupply.com
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Bonnie6409

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I am still experiencing extreme slowness in all areas of the email. I have changed nothing. Some emails are showing up in my inbox within 1 minute while others take 20-40. Deleting emails takes a minimum of 30 seconds IF they delete at all. The "server not responding" message has popped up frequently during the morning. What gives?
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Mike F., Alum

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Hi Bonnie6409, We've received reports from some people regarding the slowness. It appears to be isolated to specific servers. We are looking into your account right now. We'll do our best to get it resolved as soon as we can.

Mike
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Bonnie6409

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Thank you!
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Aaron6938

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I am having the same problem.
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Mike F., Alum

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Hi Aaron6938, We are investigating today's issues. There is some slowness on some of the servers and we continue to clear up some blacklists. I'll do my best to get a status update from the admins.
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medicweb0082

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I have 8 web pages and 12 email accounts and I have placed my trust in Intuit and Homestead to do the right thing with this email. I haven't posted until now because I read it would be fixed. And now I'm told to change to another email service ???

If I ran my business like the email service you provide I wouldn't need web pages and email.
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Mike F., Alum

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Hi medicweb0082, Can you tell me specifically what issues you are having. Our system is up and running, although there are a few servers with some delay due to some high volume, but the servers are working. if you are getting some undeliverable messages, it may be due to some blacklists which we are still working on. If you can tell us specifically what issues you are having we can look into it and see if it's something at the account level, or higher up.

Mike.
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Joseph8326

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Any update on when I'll be able to use my Outlook to send and receive emails and meeting invites....you know, the most basic and crucial business functions that I pay homestead for??

When, or guess I should say "IF", Homestead ever fixes it's email issues, will i have to re-set my outlook server settings??

If so, please let me know exactly how.
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Mike F., Alum

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There must be something wrong at the account level. I'm forwarding your account info to the admins to investigate.
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Joseph8326

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Thank you.....
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Mike F., Alum

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Hi Joseph8326, While looking into this, i see that you've changed the MX records to Zoho Mail. This means nothing will be routed through Zimbra/Hmail. If you are using Outlook, you'll have to reconfigure it with Zoho's server settings. Visit this thread for POP or IMAP settings: https://community.homestead.com/homes...
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Joseph8326

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all set now.. its been a rough couple of weeks but I'm very grateful to have my Outlook back and working. Thank you...and lets hope this never happens again!!
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Mike F., Alum

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Great! Glad it's working. Let us know if you have more questions.
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Dee-anna8763

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Same here - October 3rd is the last one I received. It's really ridiculous. I called in and was told that it would be working and that we would slowly (but surely) receive all the emails that were "floating" out there - the ones where the sender did not receive a bounce back email.

Now the messages say the system is running, but is back logged and is running slow. Well it is so slow, that it times out before it can complete a search, or open an email that I see on the screen.

I have moved my email to google apps for business, which allowed me to use the same email address and I am back in business. However, now I am paying another provider for service that I paid you for.

Furthermore, since this issue is with Intuit - which is also connected to Quickbooks, who I use for accounting, payroll, and payment processing services, I am quite nervous based on how this was handled. First, when the problem was created, Intuit or Homestead failed to notify its clients, instead we found out when we had lost or upset customers that actaully called to let us know they were getting bounce backs. Then, Intuit failed to give a reliable timeline. And finally, after nearly three weeks, the best advice we get is to finds someone else???

Please let us know when the system will actually be fixed. (i.e. Your [broken] system may be reporting that it is operating well. But your customers are telling you differently - I would believe the customers who are spending their time and money seeking out other solutions over the system)
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Mike F., Alum

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Hi Dee-anna8763, I know this is confusing but, Intuit, and Homestead have separated so are no longer the same company. There is absolutely no connection (nor was there ever) between the Zimbra/Hmail and Intuit's Quickbooks program.

Regarding your email, I see you have added Google's MX records to your domain. If you wish to receive your email through Google, then you'll want to remove the Homestead MX record, or reply here and I'll remove it for you.

You'll have problems if you try and keep MX records from two different companies on file. If you remove the Homestead MX record and continue to have problems then the issue would be with Google, or your email client configuration.

Mike
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Dee-anna8763

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Okay, I can remove that - How do I cancel my email through you guys, so I'm not paying twice? Also, when will the "lost" emails come through or not at all?
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Dee-anna8763

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And can I move all my "old" emails to gmail? I have several that I need access to and it keeps timing out as I search.
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Mike F., Alum

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It's not going to work properly as long as you have mixed MX records. Depending on how you check your email now, you will want to back up and save them. Google will only receive the new emails that come in after you fix the mx records.
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Juliette5192

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How do we get Homestead to look into the status of our individual account? My email is running extremely slowly, so slowly that even the autofill function is taking too long and failing. I am able to send and receive some emails but not all have been going through. I have been using other accounts with outlook and gmail to test my hmail account. So this makes me nervous that some clients are getting through and some are not. Please advise.
Juliette
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Mike F., Alum

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Hi Juliette5192, The issue you've just described is a server issue so it's not at the account level. Our admins are working on the slowness right now. I do not have an update on what causing it but will post one as soon as I receive more information.

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