I know this is borderline for posting on here but I'm desperate for some action.
My account was suspended last week as the invoice (sent from a different address from last year and automatically put in my spam box by hotmail) was unpaid. I paid it on Wednesday as soon as I realised what had happened, but haven't been able to access my account and collect my business email since Tuesday. I had some replies to tickets which did not resolve the matter but have had nothing since Friday afternoon.
How long does it take to answer an urgent ticket? Not being able to access my business email for the best part of a week is a major problem for me but you seem to be taking no action. Your site says typically one day for a reply, but it has now been 3 days since the last reply to an ongoing urgent matter.
Ticket number is 520639
Hello,
Your ticket has now been replied to. We apologise for the delay.
The problem with this timeframe is that, as in my case, when each reply doesn't even begin to solve the problem I then have to wait a whole day (or longer) for the next reply. Can't there be a system where ongoing urgent tickets are dealt with more quickly?
The service I was getting a year ago from Fly High was much more effective in terms of the content of the response.
PS - Yesterday's reply was no help at all and I still have the same problems I had almost a week ago.
Hi,
I've just had a look at your ticket, and your IP has been unblocked from the server multiple times, and it is clear that you're getting blocked due to invalid POP login attempts.
If you have urgent email to read, please use Webmail.
As for accessing mail via your Thunderbird mail client, that's probably where the problem is occurring, even if you're saying you haven't changed any settings. You should disable any accounts on it and set them up fresh again.
I'm updating this same info on your ticket, so please listen to our advice as we can only do so much to help customers using their local PCs.
I understand that there is a limit to the assistance you can give to people regarding their local PCs, but the issue here is that the settings Fly High had previously confirmed to me are now not working and I'm not being given specific advice as to what needs changing. This isn't just about my mail client, it is also regarding webmail which I can't access either and have already told you this. I'm sure you understand that writing to me suggesting I use webmail is very frustrating when I've already informed you that I can't get into my emails via webmail.
I have deleted and re-set up the accounts according to the settings previously confirmed to me by Fly High and they are still not working.
Obviously, every time I attempt to re-set up my email client settings I need to test them and this then leads to me being locked out again. The same with my webmail account.
I would appreciate it if someone could get back to me and confirm to me the precise user name and password whcih will get me into my webmail account and also let me know what the settings are for my email client so that I can identify whether there has been a change in these since they were previously confirmed to me by Fly High.
Hi,
This issue has now been resolved via a Client Portal support ticket.