2 weeks email nightmare, still not resolved

Item: 1-grid
Rating: 1
Author: Hentie S

1-grid forced me to migrate to a different hosting package - something i deferred to do for as long as possible as to not have email outages. eventually on the last day, I migrated - and the nightmare started. Lost half a days emails, (hard bounce, never to be recovered), no daily emails from some mail senders not received after the 17th, Spamtitan dashboard not reflecting what was happening in my mailbox. Days without any feedback at all, after the ticket was "escalated". online chat not getting any response , only via facebook.

My biggest gripe - Tickets being closed without being actioned. I logged tickets for the hosting department, which was closed because a ticket was assigned for the billing department - al the while while emails to me was being hard bounced.

Refer to Ticket ***63 959517 960115 ***17 959591

Helpful (0)

Replies (6)

1-grid's replyOfficial

30 Nov 2020, 11:17

Hi there Hentie,

Thank you for providing this detailed overview and raising your concerns with us.

I’m really sorry to hear about the issue you experienced, my team and I would like to follow up to further investigate the concerns you mentioned above to understand the root cause and how we can make things right today, please note I am going to escalate your review urgently.

Sincerely,Tara

1-grid's reply30 Nov 2020, 11:17

Official

Hentie S's updateReviewer Update

01 Dec 2020, 10:03

Please reopen ticket #961148 , it has not been resolved.

Hentie S's update01 Dec 2020, 10:03

Reviewer Update

Please reopen ticket #961148 , it has not been resolved.

Hentie S's updateReviewer Update

01 Dec 2020, 10:07

in the hellopeter report I explicitly say " My biggest gripe - Tickets being closed without being actioned. "

Please reopen ticket #961148 , it has not been resolved.

Hentie S's update01 Dec 2020, 10:07

Reviewer Update

in the hellopeter report I explicitly say " My biggest gripe - Tickets being closed without being actioned. "

Please reopen ticket #961148 , it has not been resolved.

1-grid's replyOfficial

01 Dec 2020, 11:32

Hi there Hentie,

As per our chat via Facebook Messenger, I have asked our support team to reopen this ticket for you and close the others you previously mentioned.

Sincerely,
Tara

1-grid's reply01 Dec 2020, 11:32

Official

Hi there Hentie,

As per our chat via Facebook Messenger, I have asked our support team to reopen this ticket for you and close the others you previously mentioned.

Sincerely,
Tara

Hentie S's updateReviewer Update

04 Dec 2020, 15:37

Good day Tara, please ask Jo-Anne urgently to contact me regarding ticket #961148 - I had no emails the last 6 hours, and getting soft bounces from test emails send from my work email to my home email.

Hentie S's update04 Dec 2020, 15:37

Reviewer Update

Hentie S's updateReviewer Update

22 Dec 2020, 12:01

It has been 5 weeks. Still not resolved. Although the ticket has been flagged as "priority" there has been no update on the ticket for more than 2 weeks.

Hentie S's update22 Dec 2020, 12:01

Reviewer Update

It has been 5 weeks. Still not resolved. Although the ticket has been flagged as "priority" there has been no update on the ticket for more than 2 weeks.