IS Vortech just deleting emails?

[drobee]

All day today I have been telling the support group that I have had clients complain that their systems are not sending out emails from their websites and from three people who used @mail and none of their messages went out.

The response I have been getting is that it is a really large queue and it will be coming out. This was the response for the last 6 hours until I was just told it will be looked at by Level3. In the meantime, we now have 45 database emails that have been deleted, at least 18 emails from one @mail user and who knows how many from the other 2 clients.

Is it standard practice to delete emails off the server to "clean up the queue"?

[jmbeach]

yeah, me too... I won't assume they were purposefully deleted, but it's certainly suspicious. I ended up having to resend some scripted email batches... luckily in my case I had the info to resend. For those that didn't it's a real bummer.

[mdallarosa]

Same here. Some mails generated from php scripts during this afternoon has not been delivered.

[kattouf]

Yeah same here, that's why i logged on the forum.. script emails gone missing

[mdallarosa]

I have just received some emails sent 15 hours ago. It seems te queue was somewhere.

[obj]

Is this related to just one mail server or several? I am experiencing the same issue on mail 8.

[mdallarosa]

I have just sent an email trough mail8 and it was delivered inmediately.

[obj]

Originally Posted by mdallarosa

I have just sent an email trough mail8 and it was delivered inmediately.

Did you send it directly or from a shopping cart program? Direct e-mails work for me too, just not from the shopping cart. I saw other messges, too, that people are experiencing the same problem.

[mdallarosa]

Originally Posted by obj

Did you send it directly or from a shopping cart program? Direct e-mails work for me too, just not from the shopping cart. I saw other messges, too, that people are experiencing the same problem.

I sent it directly from mail8. When the mails is send trough a script it does not goes trough de mail server (mail8 in this case) it goes through a forward mail server that Vt uses for all mails that are send trough webmail and we scripts.

[oglee]

in your opinion what is more unsettling; the email problems highlighted in this thread, or the fact that nobody from vertech has responded with any information regarding the issue?

[obj]

Originally Posted by oglee

in your opinion what is more unsettling; the email problems highlighted in this thread, or the fact that nobody from vertech has responded with any information regarding the issue?

Everyone understands that there can be problems once in while. How Vortech deals with the problem and keeps us informed builds trust or not. If you have followed this forum for some time you will find it over and over again that people are more upset about the lack of communication than about the incident itself.

So to me it is quite mind boggling why a company would not take steps toward resolving that problem. Trust in a company is the biggest asset one can have. Why Vortech is gambling with that, like we have seen in recent months, is beyond me.

To me it almost looks like a ship without a captain....

[oglee]

couldn't agree more!

[dvanburen]

Originally Posted by obj

Everyone understands that there can be problems once in while. How Vortech deals with the problem and keeps us informed builds trust or not. If you have followed this forum for some time you will find it over and over again that people are more upset about the lack of communication than about the incident itself.
So to me it is quite mind boggling why a company would not take steps toward resolving that problem. Trust in a company is the biggest asset one can have. Why Vortech is gambling with that, like we have seen in recent months, is beyond me.
To me it almost looks like a ship without a captain....

We responded to all the support tickets, so I'm not sure what you are referring to. We post in the forum when we have time, and this last week or so we have been so busy, especially with these email issues, that we have not had the chance. It's really very simple. If you have a question you need answered quickly, submit a ticket or call. If you can afford to wait a few days, possibly longer, then you are welcome to start a forum thread. Just be aware that there is no guarantee of a timely response.

[dvanburen]

Originally Posted by drobee

All day today I have been telling the support group that I have had clients complain that their systems are not sending out emails from their websites and from three people who used @mail and none of their messages went out.
The response I have been getting is that it is a really large queue and it will be coming out. This was the response for the last 6 hours until I was just told it will be looked at by Level3. In the meantime, we now have 45 database emails that have been deleted, at least 18 emails from one @mail user and who knows how many from the other 2 clients.
Is it standard practice to delete emails off the server to "clean up the queue"?

To answer the original question, yes and no. No, we do not delete email from our users. We do however, when the queue reaches critical levels, remove mail that matches certain keywords such as failure notices and some subject lines from known spam. We NEVER dump the queue or intentionally delete our users email. Usually when the queue reaches critical levels it is due to a botnet spamming the server. This fills the queue with bounces (failure notices) and spam, hence why we delete these emails. Is it possible that some email in inadvertently removed? Sure, anything is possible, but it would have to match the specific keywords that we use to remove mail from the queue, which is highly unlikely unless it was forwarded spam.