eMail hosting problem

[risingfree]

Hi,
I'm just wondering if anyone knows why my own and my clients mail is coming through with this type of thing in the from field rather than the normal address.

username@merlin.eukhost.com; on behalf of; Customer Accounts Team [accounts@fasthosts.co.uk]

I've tried the various support areas but I don't seem to be getting any response and the people on the chat and phone don't know what I'm talking about.
can anyone here help me?
It's not a major problem but some of my clients are giving me some stress about it

[Alex]

Let me try to understand your problem first.
The quoted message show that you are using this [accounts@fasthosts.co.uk] account, which is not yours, as per the message, that is why when sending or receiving mails it shows “on behalf of” text. So if you can double check who owns this address and do you have full permissions to operate through this account.

[risingfree]

Oh my goodness, I'm beginning to think I've made a big mistake coming here.
That was mail from them to me and was just put as an example of the type of address in the from field on every mail recieved by myself and my clients on every account that has been set up through my whm/cpanel combination.
I have quite a few mail problems and I'm just trying to tackle them one at a time.

The address shown should have simply been from: accounts @fasthosts.co.uk
Is there any way that I can get to talk directly to the company owners or admin?

[eUKhost.com]

You are most welcome to call me in the morning before Lunch or after 6 PM in the evening. If you can provide me with a ticket number to check then I can get your problem resolved.

I would like to know the ticket number in any case as we expect every ticket to be resolved with perfection and if someone from our support team has done mistake then I would like to know who did that.

For your clarification I would like to mention that mails sent through forms or phpmail / sendmail are sent using servers hostname. There is no way to change it to your domain name incase of emails sent through phpmail / sendmail.

[risingfree]

Hi,
No I'm not talking about forms or sendmail. The problems I've been having all week are with normal pop3 mail accounts created in cpanel.

Truth is, I really dont have time for this anymore. I need to keep my business running and I don't seem to be able to do that here. I've raised a couple of tickets during the week concerning the mail problems I've had but I've never had any response to any of them. When I went on the chat I was told how to connect through Outlook
Sorry but I do already know how to connect to pop3 and smtp using Outlook and cpanel, as do most of my clients.
When I went on the phone I was told to raise a ticket which just put me in the loop I'm in now.
I think I've just made a mistake going for lower costs.
A pity, but there you go I just need to get on now and I don't have the time to get stuck in a loop.
I've no doubt your single hosting accounts are ok but resellers need a little more in the way of support I think as they are responsible in the end to their own clients and need to solve problems within hours rather than within days or weeks.

Cheers
Mike

[eUKhost.com]

I am again asking you the same question.

Let me know the ticket number. You have mentioned that you opened multiple tickets and came on livechat multiple times but can you provide me with some proof to verify or you just want to act like a unhappy customer without knowing any reason to be unhappy.

I apologise to sound rude over here but worlds costliest hosting company can also do nothing for you if you dont tell your problem or ticket number in reference.

[risingfree]

What! You think I'm lying to you!!!
Ok,
This was all I got in response to my tickets. Two of these

Hello,

Thank you for contacting us at eukhost.com.

You will soon receive a status update from our technical support department regarding your question/problem.
For any further information you can contact us any time at the below mentioned contact methods :

24x7 eukhost Contact Hub :
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
24x7 Toll Free : 0800 097 4828
Livechat : http://eukhost.com
24x7 AIM : euksupport
24x7 MSN : support@eukhost.com
24x7 ICQ : 275-075-112
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

Thank you.

Regards,
24x7 Technical Support Department,
http://eukhost.com

The date and time on that was Thu 02/11/2006 21:37

There is no number attached to this and when I log in and look at my ticket history there is nothing there.

Like I said I really don't have time for this.
Just forget it.

[eUKhost.com]

When you get this message from our helpdesk then that means that the ticket has been opened on the helpdesk and you get the ticket number in subject field. If you can provide me with the ticket number which was there in the subject field or the email address that you had used to open the ticket then I can have a look at it immediately and take necessary steps if someone answered it in wrong way.

Please make sure that you open a ticket from our helpdesk http://support.eukhost.com from hereonwards as we have designed this high end helpdesk just to provide good service to our customers and you have a track of history of tickets and all your communication with our staff on our helpdesk.

As of now I have requested one of our senior system admins to see if there is somethign which they can predict and sort out.

[risingfree]

Wow!!

Like I said, forget it.
It's obvious from this that we can not have an honest working relationship.
I hope you don't treat all of your customers with such little respect.

I'll get in touch with your head office directly with copies of the emails and comments relating to this.

Bye

[eUKhost.com]

I wish I could find out your domain name at least or maybe someone could help me somehow to know your domain name.

If you had mentioned your domain name or email address at least then I would have managed to save my job.

I sincerely request you to let me know your domain name and you will have your problem sorted before you refresh this thread.

[risingfree]

A quick click on my profile would have given you that.

But really, don't bother. I'll just take what's left of the month I've paid for to move my stuff out again.

[eUKhost.com]

I have managed to find your tickets using your domain name and here's the reply that was given to your ticket from Andy :-

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Hello Mike,

You are facing this problem, coz carnnet @carnoustie-online.net is the default email address for your domain carnoustie-online. net and this is a sort of bug in cpanel that any mails from the default mail address shows the from address as carnnet @merlin.eukhost.com. So please create an email address as carnnet @carnoustie-online.net from cpanel -> Mails section -> using Add/Remove/Manage Accounts option and retry sending mails and let us know if the problem persists. We will look further into it. Do provide us the password for carnnet @carnoustie-online.net


Regards,
Andy
Support Team
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Let me know once you find out this reply in your mailbox or you can check it from history of your helpdek account on http://support.eukhost.com

I will need to delete this post once you go through it as this forum is constantly crawled by search engines and I dont want this thread to come on top when people search for your website hostings in google.

[risingfree]

What nonsense!
Carnoustie-online.net is not now serving or recieving mail from your server. It is with another host and is working just fine now on a whm/cpanel configuration.

What about the other 20-odd domains that are affected by this same issue? They are not using the default address on their domains but are getting this problem through every mail account that they have set up.
I'll send some of my clients down to tell you themselves if you like.

And no, I did not get any response to my tickets. I think that's bourne out by the fact that my ticket history shows no tickets or responses.
I'd dump that ticketing system and get a new one if I was you!!

Like I said, I'm just moving on.

[eUKhost.com]

Originally Posted by risingfree

I'd dump that ticketing system and get a new one if I was you!!

I hope that you become we some day and you get a customer like you. You will then know that its next to impossible to solve problem of such customers.

I can see history of all your tickets under your email account in our helpdesk but only thing I need to do is click on closed tickets as all those tickets are answered and they are in closed status.

I request you to please please please open a last ticket only and that too for cancellation. We will provide you with full refund and solve all your problems.

[risingfree]

Wow! is about all that I can say to that.

Can you provide me with the contact details for your CEO please as I would like to discuss this matter more fully with him in a private environment.
I have not insulted you, yet you have continually done so to me by suggesting that I have lied to you about ticket responses which were not recieved.
Can you give me any good reason why I would want to do that?
I would have been happy to conduct this through your ticketing system. I only posted here because I could not do so.
I'm not looking for a refund or any kind of compensation. All I wanted was for my clients to be able to send and recieve mail properly on their accounts and I think that I asked properly for that without anger or insult.

PS. You can just delete this thread now.
I won't bother you again.

[eUKhost.com]

I have not at all insulted you and we care for your business more than anyone else besides you would do.

Our helpdesk works perfectly fine for all our other customers and only thing you seem to be missing is the option to check closed tickets. If you have registered for a account on our helpdesk and you check history of your tickets then you will find list of open tickets and closed tickets.

If you wish to contact our CEO then you can email him on robert @ eukhost.com or you can send a letter to him on the address specified at http://support.eukhost.com. I cannot give his direct numebr without his permission but you can provide him with your contact number in the email and he should call you at specified time.

[risingfree]

Yes I see that i do have a ticket history now. None of the problems have been tackled though.

Can you give me Roberts full name please and his position within your company so that I may address him properly?

[eUKhost.com]

Mr. Robert King is the founder of eUKhost.