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Problem lasts all weekend – not helped much by rude support staff

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Internet Security Threat Report 2014

Freeserve customers -- all 1.5 million of them -- have had a frustrating two-and-a-half days after the mega ISP's mail server bombed big time this weekend. The mail server crashed on Friday evening and it took technicians all weekend to resuscitate the server and generate a pulse. Although technicians managed to revive it last night, it crashed again soon afterwards leaving many users without access to their email for up to 60 hours. Not only was the service down one disgruntled reader told The Register that a member of Freeserve's technical support staff was rude and dismissive of his problem. "When asked what they were going to do to 'compensate' their customers for this extended lack of service Freeserve Tech support replied, 'well what do you expect when you pay nothing!' "Well there's service for you," he said declaring that this attitude has made him decide to dump the ISP in favour of a more courteous provider. A spokeswoman for Freeserve said she was surprised that one of Freeserve's tech support team would have been quite so rude. "I'm concerned and very surprised," she said in disbelief. But she did admit that there had been a glitch over the weekend but it had now been fixed. "We've already cleared around 25 per cent of the backlog and the rest will be sorted by tomorrow morning," she said. This is the first time anything like this has happened, she said. ®

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