ianonline

I cannot fault your hosting for domains or the great community here, but the support on the above ticket has been the worst support I have EVER received in my life, I cannot afford to waste any more time on this and have no option but to transfer out my domains on Monday unless you can seriously get your act together
I sent off in plain English on numerous occassions what is going on, why emails are not getting delivers off php scripts. Last night was my final attempt to get it through to your technical, but to no avail. All I get is "your mailboxs work fine"
I have said all along the mailboxs work fine, but your system is NOT I repeat NOT allowing emails sent off contact forms to deliver correctly, just lose them in a black hole
All you keep doing is sending a test email and tracing the email account WHICH I KNOW WORK, but you fail to test from the actual contact form and tell me where the mail is going to
http://www.scottsxyz.co.uk/ask/form.php
It clearly is not working, you clearly are not looking at the question, if it is working why in the main account inbox is there now yet another failed message 3 times now at 72hours

Please go into my main inbox and resolve you will see 3 failed attempts in there
This is happening on my other sites also. One of your techies initially managed to get these failed emails delivered but its back to square one again

This site (along with some others) are holiday booking enquiries which are floating in cyberspace at what is my clients busiest time of year (and for each booking I get a cut)


This message was created automatically by mail delivery software.
A message that you sent has not yet been delivered to one or more of its
recipients after more than 72 hours on the queue on pass82.dizinc.com.

The message identifier is: 1JomuW-0000ec-Vc
The subject of the message is: Enquiry From Scotts Lodge Generated From Your Website
The date of the message is: Wed, 23 Apr 2008 17:53:52 -0400

The address to which the message has not yet been delivered is:

enquiriesscottsxyx.co.uk

No action is required on your part. Delivery attempts will continue for
some time, and this warning may be repeated at intervals if the message
remains undelivered. Eventually the mail delivery software will give up,
and when that happens, the message will be returned to you.

Brandonnn

Linking to the thread you created prior concerning the same issue: Email submit forms on site do not work BIG PROBLEM

Hi Ian,

I know you're frustrated about this issue and I've read the other thread that you created about this too. I'm just a user here on the forum so I don't have access to your server or anything like that but I'd like to take a look at the actual form that you are using. From a previous post I know that you are using coffeecup.com'
s form builder. Although I'm unfamiliar with their particular form it would be nice to see your website so that perhaps others here can check out the code and see if we can't troubleshoot the issue based on the implementation of the form itself. This is not a knock on your abilities or anything.. but would it be possible to post your actual domain name here? You can obfuscate it if you want so that it won't appear in search engines... but really an actual link to your site enables other members of this community to perhaps solve issues too.

Also, I remember from your last thread that you were instructed to remove a filter but you said that there was no filter available to remove - I don't know if that part has been resolved or not...

You also mentioned that prior someone from support was able to solve the issue... do you know what that person did? I apologize it's just a little difficult to follow some of your threads because they aren't formatted... but that's ok.

I'd just like to organize what has happened so far so that when someone reads your thread they can know how things progressed.
From what I gather and please correct me if I've said something wrong:

1) The first time you used a script different from the coffeeshop form builder and it didn't work.

2) You created your original thread here about the issue and. You contacted support about the first form and from their end they were able to resolve the issue for that domain and form. [do you know the name of the tech that solved it?]

3) You used a second script this time made by coffeecup.com on a separate domain and you ran into an issue where mail was not being delivered from the form.

4) You contacted support about the second script not working on the 2nd domain and they responded back that a filter was causing the issue... and you were instructed to delete it.

5) You went to delete the filter as instructed but there were no filters available to delete.

6) ~You created the new thread here with updated information.

7) Support tested and confirmed that your email was in fact working but that still hasn't solved your issue because inquiries from the form aren't making it to your inbox.//



From my standpoint and from what I've gathered... you haven't been able to get the coffeecup script to work yet at all. Instead, you have another script completely different from the coffeecup script that initially didn't work but now does due to a fix. So that either means that in no particular order:

A) PHP isn't configured to work with sendmail.
B) The script hasn't been properly setup.
C) There is a filter that is preventing the form from working correctly but for some reason you can't see it.

__________________
poof

ianonline

Whilst I apreciate your continued assistance I am currently transferring out my domains from yourself as we speak, enough is enough. I am confident the scripts are ok they have always and indeed still work fine on other hosts.
Support has been dismal in this case and I shudder to think of the potential bookings lost on one site in particular.
Support has not been reading my concerns properly (apart from the first techie whom solved it initially Merin K and delivered the "undeliverable emails") I have transferred out scottslodge.co.uk domain first in the hope the emails floating will find their way onto the new servers before they send a failure to deliver message to the sender
I can confirm the script is/was properly set up
I can confirm I had set no filters although Merin did say filters were the cause, that really confused me
PHP isnt configured to work with sendmail is the most likely cause, I mentioned this to support, but nothing was said

I am sad to leave I thought I found the perfect reseller provider, but without decent support its worthless

Brandonnn

It's unfortunate to see you go. I am certain that support would be able to resolve this issue for you given a little more time. I know that it has been frustrating for you and that it has taken more time than you were expecting... however you were using a 3rd party script and sometimes techs have to research the script itself in order to find a solution, that can take some time.

I have searched through the coffeecup website and I think there is an article that you might want to look into ... although it pertains to Yahoo webhosting it might be worth it to try and see if it's the solution for you. Here is the link: Problems Receiving Email on Yahoo Hosted Accounts - Web Form Builder - CoffeeCup Software

I'm sure that Surpass will be sad to see you go so soon and I really honestly think that given a little bit more time they would be able to resolve this issue and make things right for your time lost. Like I mentioned before I'm just a member of this forum ... I really think that this is the perfect reseller provider (as well as shared and dedicated)... I've had multiples of all three... and yes sometimes there are problems with 3rd party scripts but that really is to be expected. Surpass has always gone above and beyond my expectations ... they have even gone as far to correct big configuration mistakes that I created.

You mentioned in your first post above that you were going to give Surpass till Monday to make this right... I honestly hope that perhaps you'll give Surpass another chance to make things right.

__________________
poof

ianonline

Just a heads up, the domains I have transferred to a different host already the contact scripts are working perfectly so hopefully all the ones bouncing about will now reach the correct detination
The main script I was using is this one coffeecup was a secondary option, both of which failed to deliver on your servers
Free Contact Form Scripts