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Mailbox - John C. Kirk

Jan. 19th, 2009

11:23 am - Mailbox

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Well, Mailbox have done it again... I really need to get off my arse and transfer to a different ISP.

My internet connection (at home) was fine when I left for work on Friday morning, but it had stopped working by lunchtime. I rebooted my ADSL router several times over the weekend, with no effect, so I spent half an hour on hold waiting to speak to tech support this morning. It turns out that they've got a major outage, affecting most (all?) of their customers. However, I can't find any information about this on their website, so here's a Public Service Announcement for anyone else who hasn't jumped ship yet.

Apparently they decided to transfer all their customer accounts to a BT service last week, for better reliability. However, their current provider got wind of this and decided to block access to everyone. So, the solution was to change my username/password in my ADSL router. For instance, suppose that my telephone number was 08451204010 (that's actually their number). My old info was:

Username: 08451204010@mailbox
Password: [...]

My new info is:

Username: 08451204010_temp@dslconnect.co.uk
Password: 08451204010

I had to tell the support guy my phone number and some info about my connection (router/modem), so I'm not sure whether you have to speak to them or whether you can just change the settings yourself. No harm in trying, though. I suggested that they should phone around all their customers to let them know, rather than waiting for people to call in, but he said that they can't dial out at the moment because their phone lines are jammed by everyone calling in!

The support guy also said that everyone will be transferred over to Firenet soon, so he recommended that I look around their site to see whether I'd be better off with a different package. Apparently my billing won't change, although they still haven't charged me for December yet, so we'll see what happens there.

Edit: Although changing my details got me back online, I've lost my static IP address. They didn't mention it, and I don't want to wait on hold again, so this is just an extra reason to abandon them.

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Comments:

[User Picture]
From:rjw1
Date:January 19th, 2009 11:41 am (UTC)
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thank god my dad is away and im currently reinstalling my mothers laptop.
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[User Picture]
From:sammoore
Date:January 19th, 2009 11:56 am (UTC)
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My office is piggybacked off a firenet account and it sems fine, sometimes slow in the afternoon but I don't know whether the bottleneck is in my network or theirs.
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From:johnckirk
Date:January 23rd, 2009 10:56 pm (UTC)
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I got an email from Firenet today - they said that "Your service is being activated with the package details you had signed up to before", but they don't elaborate on which one that is.

Looking at their broadband options, I assume that they'll put me on their "Gamer" package (i.e. the most expensive one), and it looks as if that's the only one with a static IP address (which I need). However, it's also the slowest, so I think I can get a better deal elsewhere.
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From:sammoore
Date:January 24th, 2009 10:45 am (UTC)
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I use DynDNS to get access to my IP from outside. I'm sure you are aware of the service but just to let you know it works fine across their service.
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From:karne_k
Date:January 19th, 2009 12:14 pm (UTC)
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Can I suggest Be? You need a better router (their supplied one is evil) but the service seems very good. We too got very sick with Mailbox.
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From:gaspodog
Date:January 19th, 2009 04:49 pm (UTC)
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Recommendation for Be seconded. They did have some sporadic DNS issues for a while in our area, but it's been pretty well fixed for the past year or so. They're also pretty quick, depending on your distance from the exchange (we get about 18Mbit), and their monthly fee is very reasonable for what you get.
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[User Picture]
From:johnckirk
Date:January 23rd, 2009 10:53 pm (UTC)
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Thanks to you both for the suggestion - I'm now struggling to get hold of a MAC, but once I've escaped from Mailbox/Firenet then I think Be look quite good.
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