On 4/23 I sent mail to Tucows support reporting that domains we had converted to using the "filter-only" email service were having problems receiving email from Yahoo Groups. Yahoo was intermittently reporting: No MX or A records for <domain>.<tld> The only change we had made was to add the Tucows MX record that hits their name servers. Apparently Yahoo was having intermittent problems resolving the MX records now that they pointed to Tucows. I included additional details on the specific domains and the MX records we have in place. The new ticket system worked great. I received an automated response almost immediately. However, it wasn't until 5/2 that I finally received a human response from Tucows. ---- "Can you supply us with some of the bounced messages and headers? I can't replicate the problem sending from Yahoo! itself, but it's possible their Groups mail servers use different settings because of the quantity of mail they send. Once I have those messages and headers I'll get our NOC to take a look at the problem." ---- Ummm, no I can't send copies of the bounced messages. 1) They were sent by Yahoo. I don't have access to the Yahoo servers. 2) Yahoo reports that there weren't any MX or A records for the domain (when they checked), so they never even tried mailing them. That is why I suggested that it was probably a DNS issue. I asked them just to close the ticket since Yahoo hasn't reported any problems since 4/24 and it's pretty obvious I'm not going to get any productive response. At least I received a response. On 4/22 I submitted a ticket asking Tucows to fix the automated notifications for our account. I still haven't received anything but the automated response to that one. So, this morning I was awakened by maintenance notifications for the .ca domain that were sent to my pager. I don't know why Tucows is sending maintenance notifications to my pager. I clearly have that email address listed as an "Emergency" contact in their fancy new contact area on the email system. They have a category for maintenance notifcations and the pager isn't on it. It's obvious that they are picking up the contact info from the new mail admin center, but they apparently just send every type of notice to all of the addresses. I won't even bother writing to ask how we are supposed to figure out what we are being charged for the new email services. We just received our monthly statement and the only accounting they have of the email charges is a negative "payment" to our account that doesn't even say it's for email. I had tried configuring reports in the mail admin interface, but the "daily" reports gave weekly statistics. Now, the entire reporting center has disappeared from the web interface without any word from Tucows. What's amusing is that I am still receiving email notifications from the system saying that my reports have been generated. (Of course, I can't actually read the reports since there is no longer a link to them on the admin interface.) I really hope that bigger resellers get better support. For domains and certs things generally work fine, so we never need any support. We've been pleased so far with the new email and filtering service, but the lack of support makes me reluctanct to add more customers there. Similarly, we had considered putting some domains under the Managed DNS service now that it's included at no extra cost. However the Yahoo Groups issues make me question whether we would just be asking for trouble. We really like Tucows and don't have any plans to move anywhere else. I just wish that some of these long-standing problems with slow/no customer support and limited access to charge accounting information would get resolved. I apologize for ranting. It would just be nice to know if we're the only people having problems. I tried looking on the web forums and found almost no traffic there. I'm at a loss on where to turn. Thanks. -dpm -- David P Maynard, www.outserv.net <http://www.outserv.net/> Email: [EMAIL PROTECTED], Tel: +1 512 977-8918, Fax: +1 512 853-9476 --
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