Can you give me your PlusNet username or a ticket number from your account so I can pull your details up and take a look for you?

 

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Kind regards, Chris Cotterill
PlusNet Comms Team

 

 username:

please send correspondence to my plusnet email

I see no mention of the disasters that have dogged PlusNet over the last 10 years. For example, what's happened with the latest comedy of errors regarding the large scale theft of customers details via compromised mail servers?

Yes, we have had problems, ask any ISP and they will have had them too. We tell customers when things go wrong rather than trying to hide them, as such you can find the full incident report of this at http://vox.io/Syaumi

 

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Kind regards, Chris Parr
PlusNet Comms Team

Thanks Zizzy,

 

I'll put an update on your account shortly. 

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Kind regards, Chris Cotterill
PlusNet Comms Team

Honesty is indeed the best policy but PlusNet has certainly not adhered to that policy in the past! Indeed, one of the first public comments regarding this latest fiasco was made by a certain Mr Armstrong:
"It's worth knowing that this is a new vulnerability in a piece of third party software"
This was later changed to:
"A malicious attack was performed against vulnerability in our implementation of our Webmail software"
Was this statement changed because of an impending and potentially very embarassing report by @mail vendors?

How many "major incidents" has PlusNet suffered over the last few years? How many punters will choose an ISP that seems to be continually plagued by such incidents - However honest (Or not) they may may be after such events?
What of the non PlusNet customers who have been affected by this? What of the extra strain placed on the networks by the inevitable increase in already burgeoning ammounts of spam?

There are many questions surrounding this incident that have yet to be asked, let alone answered. I suspect that we haven't heard the last of this.

Dai Young:There are many questions surrounding this incident that have yet to be asked, let alone answered. I suspect that we haven't heard the last of this.

 Seems we have. Looks like PlusNet are trying to sweep it under the carpet and hope it goes away before all their users do.

 

CHRIS,

Please what is happening with the webmail????? ever since the first SPAM attack, i have been receiving SPAM mails.

I'm on my webmail as i'm typing this message and have about six SPAM mails

Even though we are promised that it will stop and a SPAM button provided, yet i have not seen then SPAM button or any improvement.

Hi Zizzy,

 

You can visit the following link and change how SPAM is delivered to your account. You can choose for it to be delivered as normal or be sent to a dedicated SPAM folder on the webmail service, from here it will be deleted after 30 days.

 

http://tinyurl.com/yrn2e7

 

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Kind regards, Chris Parr
PlusNet Comms Team

Also, have you taken up our offer of a free UK domain name?

You should see this when you login to the Member Centre. Soon, we hope to implement functionality that will give customers the ability to switch-off your @username.plus.com email addresses and exclusively use the domain name for your email.  i.e. john AT domainname.co.uk

Cheers,
Liam

 

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Kind regards,
Liam Martin
PlusNet Comms Team

lmartin_pn:

Also, have you taken up our offer of a free UK domain name?

I'm not that stupid. I've taken up your offer of a MAC migration code to transfer to a competent ISP, and my advice to others is to do the same, or continue to avoid PlusNet at all costs.

podster:

lmartin_pn:

Also, have you taken up our offer of a free UK domain name?

I'm not that stupid. I've taken up your offer of a MAC migration code to transfer to a competent ISP, and my advice to others is to do the same, or continue to avoid PlusNet at all costs.

I am not a Plusnet staff , but being their customer for about 2 years now, i'll confidently say they are the best among equals in BB.

Personally i  don't think they deserve your comment.

Hi podster.

I realise your stated aim is to post until you achieve a certain result. Having been banned now from 3 forums that I am aware of, for displaying an unreasonable and on at least one occasion an appallingly rude and thoughtless attitude, is it not about time you started to engage with us in a reasonable manner?

We both know that we are engaged in a process with you and that we are all eager for a mutually beneficial conclusion., But come on, your approach thus far has been anything but reasonable.

 

  

   ,  

 

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Best Regards

Mark Kelly
Comms and Referrals Manager
PlusNet PLC

Shopaholic: I was a Plusnet customer for longer than that. I'm quite tolerant of minor mistakes, but disclosing my email address to spammers is not the behaviour I'm willing to accept.

MBKelly

I've tried engaging with you, Mark, many times. Your response was to ban me from your sycophantic forums for criticising your service, and I've tried emailing you, with no response. If this is your idea of engagement, words fail me. It's you who failed to engage with me, not the other way around.

I've told you what my idea of a fair and very reasonable level of compensation (in hindsight, I think perhaps, too lenient) is for the effective destruction of my private email domain, and the level of spam to which I am now subjected in perpetuity.You dismissed it out of hand with a reference to your Ts&Cs, and a derisory, insulting offer of one month's free subscription, after I'd requested my MAC code. Gee, thanks.

If you don't like criticism in a public forum, then try to be above criticism. Allowing vast amounts of your subscribers' private information to be obtained by third parties and then ignoring your customer's privacy requests by spamming them with marketing fluff is not the way.

If you want to engage with me, then email me from an address I can reply to. You know the address, as do thousands of others. (Try not to include the word viagra in your response, to differentiate from the spam you've subjected me to.) This is not the place for that engagement.

 

Hi, thanks for the reply.

In the interests of clarity and accuracy, I have not banned you from anywhere nor has any member of our staff. Our community (customers) banned you from our independantly administered portal forums and a totally unconnected and independent organisation banned you from theirs.

Criticism and feedback, good or bad is something we will always relish and welcome warmly and had that been the approach you had taken, I fully believe we would still have been able to have a reasonable and constructive public debate with you. You chose a different approach which was unfortunate.

We absolutely believe in our open and honest interaction with the wider ISP forum community and that is part of the reason for our success. We have made some mistakes in the past and we have been heavily criticised for those mistakes, and rightly so. We thrive on feedback and that feedback drives our business. Public engagement of our customer base is one of the things which makes us stand out from the crowd. Praise or criticism, we want it all. That's how we learn, adapt and deliver what our customers want and need.

My phone calls with you were, I believed, an attempt  to engage. We reached a stalemate and we have now embarked on a different journey. I am always willing to reach out to our customers and will continue to do so. However email is not an open and  accountable way to engage with our customers and does not form part of our business model. Our online ticket system is used with great success and indeed that is where much of our communication with you has occurred. That medium is open, accountable and recorded for you to see as and when you require. Nothing was dismissed out of hand. My recollection of events was that an adult conversation took place and we parted, albeit in disagreement, but I had hoped we both had an understanding of each others position.

To clarify a further point. We allowed nothing. We were the subject of a criminal act which resulted in our webmail server being hacked. You have read the incident report and are aware of the facts. In recent weeks many UK organisations have been subjected to similar compromises. We have reacted quickly and well to this incident and to the satisfaction of the vast majority of our customers. You have seen the same public feedback as us. This was a regrettable and unfortunate criminal act and we have and will continue to apologise sincerely to our customers for this incident. The measures we have taken and the facilities and services offered to customers following this incident have been well received. The levels of security present on our network, ensured that sensitive and personally identifiable information was not compromised.

We have made a full and public report of the nature of this incident. We have been entirely open and honest and reported the matter to the police and other authorities. We have at no time brushed this under the carpet, the opposite is the case.

If you are still keen to engage with me, then by all means raise your question for my attention via the online system. I will be happy to continue our discussion and deal with any issues where I can.

I look forward to hearing from you. 

 

 

 

 

 

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Best Regards

Mark Kelly
Comms and Referrals Manager
PlusNet PLC