Last week, PlusNet admitted to the latest in its series of problems with its e-mail systems which have plagued the provider over quite some time. PlusNet had scheduled work to take place on Wednesday morning between 6am and 7am and expected there to be about five minutes of downtime during the work to add a Criticalpath spam management system into the mail platform. There was no expectation that any e-mail would be lost during this work.
According to the company, at least 80% of mail passing through their systems is spam so spam filtering is clearly a key priority. During the installation of the spam filtering system for evaluation, it appears that some legitimate e-mails were incorrectly marked as spam and deleted:
"We now believe that approximately 10% of legitimate email that was de-queued from the new spam appliance to our network was incorrectly recognised as spam and black-holed. Additionally the same percentage of new legitimate mails received between approximately 5pm and 11pm last night have also been deleted. These mails will not be recoverable and we recommend customers who have not received email that was sent yesterday to ask the sender to re-send where possible."PlusNet Comment, Problem Ticket 45835
An incident report is expected in the next couple of days. More information can be found on the PlusNet website.