Feeds

PlusNet obliterates customer emails

Punters cut-off by bungling storage update

Internet Security Threat Report 2014

Exclusive PlusNet has deleted hundreds of gigabytes of its customers' email during a storage update. The blunder also left about half its 140,000 punters unable to send and receive new email until this morning.

Data recovery engineers have been called in to try and retrieve the more than 700GB of data that was lost by the Sheffield-based ISP.

A key stage of implementing a new storage solution was set to go ahead at 8AM on Sunday. An engineer was in the process of bringing the new back-up storage server online, which meant wiping the disks.

An explanatory email from PlusNet told punters: "At the time of making this change the engineer had two management console sessions open – one to the backup storage system and one to live storage. These both have the same interface, and until Friday it was impossible to open more than one connection to any part of the storage system at once."

"The patches we installed on Friday evening removed this limitation, but unaware of this, the engineer made an incorrect presumption that the window he was working in was the back-up rather than the live server. Subsequently the command to reconfigure the disk pack and remove all data therein was made to the wrong server."

Whoops. Plusnet said: "We would like to make it clear that we are treating this as a critical service issue." Well, yeah.

They continued: "In line with the ISP industry we will not be offering compensation due to a break in service. Just as BT has never offered compensation for loss of broadband service."

PlusNet has a running account of the scramble to fix the calamity here.

Dissatisfied users at the official PlusNet customer forum have already launched a campaign to get the ISP put measures in place to ensure it doesn't delete their data or crock their email access again.

PlusNet would know by Friday evening whether the deleted emails are gone for good.®

Top 5 reasons to deploy VMware with Tegile

More from The Register

next story
Same old iPad? NO. The new 'soft SIMs' are BIG NEWS
AppleSIM 'ware to allow quick switch of carriers
Arab States make play for greater government control of the internet
Nerds told to get lost in last-minute power grab bid at UN meeting
Brits: Google, can you scrape 60k pages from web, pleeease
Hey, c'mon Choc Factory, it's our 'right to be forgotten'
Of COURSE Stephen Elop's to blame for Nokia woes, says author
'Google did have some unique propositions for Nokia'
It's even GRIMMER up North after MEGA SKY BROADBAND OUTAGE
By 'eck! Eccles cake production thrown into jeopardy
Mobile coverage on trains really is pants
You thought it was just *insert your provider here*, but now we have numbers
Don't mess with Texas ('cos it's getting Google Fiber and you're not)
A bit late, but company says 1Gbps Austin network almost ready to compete with AT&T
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Win a year’s supply of chocolate
There is no techie angle to this competition so we're not going to pretend there is, but everyone loves chocolate so who cares.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.