o2 Email network issues again

[Anonymous]

For many years I've had good service with o2 email but the last couple of months seem to have been problematic. Today the o2 Webmail login page is not accessible again and my remote MS Outlook client on my PC keeps asking for a password, which means only one thing - network issues again.

Strangely, messages will download to my Phone, but the login page http://o2.co.uk/myo2/email/o2webmail won't even load and the o2 mail servers won't respond to pings.

Here's the worrying conversation I just had with support, but I think the issue has been reported. Surprised they didn't know there was an issue - email should be categorised as a major service.

info:

Welcome to O2. A Guru will be with you soon.

info:

You're through to Guru Donnie.

Donnie:

Hi I'm Donnie. How can I help?

Russ Barnes:

Hi I had problems accessing o2 email yesterday but could get to webmail. Today o2 email and webmail now seems completely offline?

Donnie:

I'll check this for you.

Russ Barnes:

That's worrying already

Russ Barnes:

That you don't know...

Russ Barnes:

Login page is not accessible for webmail at all

Donnie:

Can you tell me your full name? I’ll also need the 3rd and 4th characters of the answer to your security question.

Russ Barnes:

------

Donnie:

Thanks for the information. Please give me a few minutes while I check this for you.

Donnie:

Thanks for waiting.

Donnie:

I've validated and reset your login details so you can access your O2 webmail.

Donnie:

Do you've your phone handy at the moment?

Russ Barnes:

Did you read what I said further above? The o2 webmail page is not even accessible...

Russ Barnes:

The o2 mail servers won't respond to a remote ping

Russ Barnes:

Why did you reset my password?

Donnie:

I haven't reset your password.

Russ Barnes:

Yes my phone is next to me

Donnie:

Thanks.

Donnie:

When you login and Go to O2 webmail what error message you get?

Russ Barnes:

The messages downloaded on my phone. That's not the issue.

Russ Barnes:

Your webmail login page on o2.co.uk is not accessible

Russ Barnes:

and your mail servers are not responding for email using an email client

Russ Barnes:

So you seem to have a network issue relating to email

Donnie:

Are you accessing the emails on your phone or pc?

Russ Barnes:

Both

Donnie:

Okay.

Russ Barnes:

The following page is not loading at all: http://o2.co.uk/myo2/email/o2webmail

Donnie:

Russ, yes its seems to be   a minor network issue due to which you're unable to access the emails.  I'd request and suggest you to please try accessing the emails after few hours. Please try to access the email on Internet explorer on your pc first.

Russ Barnes:

It's been down 24 hours

Russ Barnes:

That's not minor

Russ Barnes:

Please can you report this issue

Donnie:

Shall I please reset your password and check if it works.

Russ Barnes:

No!

Russ Barnes:

I want someone to escalate your internal server errors

Donnie:

We need to first check what the exact issue is.

Russ Barnes:

There's nothing wrong with my password

Donnie:

If I reset your password you can then change the password as you want.

Russ Barnes:

No DO NOT reset my password

Russ Barnes:

I just told you they download on my phone

Donnie:

Okay.

Donnie:

I'll escalate the issue.

Russ Barnes:

You have just agreed the web page is not accessible

Donnie:

Please give me few minutes I'll need some details from you.

Russ Barnes:

You also have a wider network issue than that though

Russ Barnes:

ok

Donnie:

Thanks for waiting.

Donnie:

Can I take your preferred email address?

Russ Barnes:

-------

Donnie:

Thanks.

Donnie:

I've escalated and forwarded your details to my concerned team. They'll investigate this error on your account and will fix this for you. They'll come up with the outcome within maximum 5 working days.  I'll also keep a personal tab from my end and will try to fix this on a high priority basis.

Donnie:

I'll email you the regular updates for the investigation once I get an update from the team.

Russ Barnes:

ok

Donnie:

You're welcome.