Pipex Upgrade Causes Email Trauma for Customers

Customers of UK ISP Pipex (Tiscali) have been hit by email connectivity woes for several days after a major platform upgrade encountered problems. The work being performed was part of the providers new billing and account management system (here), which is due to be completed by 30th November 2008.

It's understood that this work included several enhancements, not least the installation of free anti-virus and anti-spam services on customer email accounts using the IronPort X-Series™ and IronPort Anti-Spam™. Sadly some unforeseen compatibility problems got in the way:

Pipex Statement: "The majority of customers have now been upgraded but as the Pipex platform was quite an old one, it has thrown up some anomalies and we have been working through these. One example being some extremely large mail boxes which are being pulled across manually as well as the transposition of some log in details.

The migration means that Pipex customers will benefit from improved delivery time and free high quality Ironport commercial anti-virus and anti spam protection on all of their email accounts.

We did advise customers on our status page of work being carried out and we have been updating the information available to them."

The upgrade itself appears to have affected the format of email addresses stored by Pipex's system. Customers have been advised to replace the % sign with an @ sign when logging on to mail. For example, those currently using - username%dsl.pipex.com or username%dial.pipex.com need to replace it with - username@dsl.pipex.com or username@dial.pipex.com.

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