Gotta love that Xtra support
CB: [04/07/2007 02:18 PM] “Several business emails I sent yesterday evening and today have not been received by the intended recipients. The Xtra site says: ‘There are no known major issues on the Xtra network’ but there is clearly a problem, as I’m not the only one affected and can send email via non-Xtra accounts. So what’s going on?”
Xtra: “I am sorry to hear that your emails weren’t sent properly. I am not aware of any issues at the moment, but it doesn’t mean that there hasn’t been one when you tried. If you can provide me with your phone number and address, I will check if there was an issue earlier today. The reason the Help page is not displaying a message about this problem is because we haven’t had reports of any problems, with yours being the first so far today. Until we know for sure there is a problem, then only will the help page reflect this. Kind regards, Sanjay.”
CB: “Sanjay, My phone number and address are in the signature in the email you responded to. I know of at least two other Xtra customers who had email problems yesterday and the day before.”
Xtra: “We did get some emails yesterday about email delays which is usually the warning sign for a fault, but it didn’t seem to amount to a full blown problem. These issues are sometimes tricky to diagnose as to where the problem lies. If you are still having problems with email delays then we need to see the email headers of the affected emails. There are instructions for obtaining the email headers can be found here. Hopefully if the problem isn’t fixed by now, we can sort this out quickly for you. Kind regards, Tracey.”
CB: “But there is no detailed header information for email that hasn’t been received — i.e. for which the only record is in my ‘Sent items’ folder.”
Xtra: “The person who receives the email will have this information and can send it to you. That way we can identify whether the issue is at our end or at their end. I’m sorry this is so complicated, and I wish was a simpler way. Kind regards, Tracey.”
CB: “Yeah, that’s kind of the whole point of this exchange, Tracey ... they haven’t received my email…”
Xtra: “Sorry, I was hoping it arrived by now...”
Xtra: “I am sorry to hear that your emails weren’t sent properly. I am not aware of any issues at the moment, but it doesn’t mean that there hasn’t been one when you tried. If you can provide me with your phone number and address, I will check if there was an issue earlier today. The reason the Help page is not displaying a message about this problem is because we haven’t had reports of any problems, with yours being the first so far today. Until we know for sure there is a problem, then only will the help page reflect this. Kind regards, Sanjay.”
CB: “Sanjay, My phone number and address are in the signature in the email you responded to. I know of at least two other Xtra customers who had email problems yesterday and the day before.”
Xtra: “We did get some emails yesterday about email delays which is usually the warning sign for a fault, but it didn’t seem to amount to a full blown problem. These issues are sometimes tricky to diagnose as to where the problem lies. If you are still having problems with email delays then we need to see the email headers of the affected emails. There are instructions for obtaining the email headers can be found here. Hopefully if the problem isn’t fixed by now, we can sort this out quickly for you. Kind regards, Tracey.”
CB: “But there is no detailed header information for email that hasn’t been received — i.e. for which the only record is in my ‘Sent items’ folder.”
Xtra: “The person who receives the email will have this information and can send it to you. That way we can identify whether the issue is at our end or at their end. I’m sorry this is so complicated, and I wish was a simpler way. Kind regards, Tracey.”
CB: “Yeah, that’s kind of the whole point of this exchange, Tracey ... they haven’t received my email…”
Xtra: “Sorry, I was hoping it arrived by now...”
posted by Chris Bell at 5:53 PM
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