BellNet.ca Does Not Care About You, Their Customer
December 31, 2009
One of Canada’s largest telco companies and ISP’s is our old Ma Bell, Bell Canada.
If you use Bell as your ISP, the default domain created for e-mail is firstname.lastname@example.org
In fact many smaller businesses simply have their e-mail address as; MyBusinesessName@BellNet.ca
(I don’t recommend doing that – but that is a different story)
E-Mail Failure For Non-Techies!
If you send me an e-mail, there are dozens of areas that can cause problems and that would cause your e-mail to fail.The issues can begin at your personal computer, through problems with your ISP, (Internet Service Provider) to problems with the routing from your ISP to my ISP, and down to problems at my email server.
So failure of e-mail can generate a few things that technologists need to check out!
Quite simply, a micro business that we deal with was not able to e-mail us. Every e-mail they tried to send just disappeared into the wild Internet. And as I mentioned above, this micro business has a simple e-mail address of Business_Name@BellNet.ca
As our technology support provider – I had to figure out; why was this e-mail failing?
My first step to was test and to check a few things at my end – all looked normal.
The next step?
As I mentioned above -there are a lot of places where e-mail can break.
So my next logical question was this;
Is this problem limited to this one email address? Or is the problem more general with all BellNet.ca addresses?
I did not have this answer, so I called BellNet support and asked them to send me an e-mail!
The logic is easy – if some Tech_Support_Name@BellNet.ca can successfully send me an e-mail, I know the problem is not in the deep technical server to server stuff, the problem our business friend was having would be specific to some configuration problem at their end.
BellNet Support Would Not Send An E-Mail!
Twenty five minutes on the phone – trying to help one of their customers – and they would not send me one lousy e-mail???
They said it was because I am not a BellNet customer.
I asked if they cared that one of their customers could not send an e-mail – they told me no.
The 5 seconds it would take to send me a test e-mail, vs forcing that non-technical customer to contact them to go through the arcane DNS & MX testing required is absolutely a customer service failure.
Rant is now over.