From Greg.Lehey@auug.org.au Sun Jan 26 15:10:14 2003 Date: Sun, 26 Jan 2003 15:10:14 +0800 From: Greg Lehey To: support@skynetglobal.com Cc: jmorel@qantas.com.au Subject: I give up with Skynetglobal Message-ID: <20030126071014.GA1573@sydney.worldwide.lemis.com> Mime-Version: 1.0 Content-Type: multipart/mixed; boundary="DocE+STaALJfprDB" Content-Disposition: inline User-Agent: Mutt/1.4i Organization: AUUG: Australian UNIX and Open Systems User Group Phone: +61-8-8388-8286 Fax: +61-8-8388-8725 Mobile: +61-418-838-708 WWW-Home-Page: http://www.auug.org.au/ Status: RO Content-Length: 12836 Lines: 324 --DocE+STaALJfprDB Content-Type: text/plain; charset=us-ascii Content-Disposition: inline Two years ago, I was one of your first customers for your Qantas Club wireless network service. Due to technical problems on your side, it took three months before I was able to use the service at all. In the intervening time, I was able to use it approximately on every third attempt. The problems included hardware availability, registration, authentication, routing, security and lack of support. I have sent you several mail messages describing problems (some of them are attached), and have never received a reply, at least partially because your mail servers were misconfigured. To this day, I have never seen the promised activity summary on login. This puts you, by a very significant margin, at the very bottom of my list of bad Internet service providers. Today,in the Perth domestic lounge, I discover that the network is active, but the DHCP server is not. It's also possible that the authentication module is not responding, but without DHCP, I can't be sure of that. The Qantas club staff--in this case Natalie Lankester--have been very helpful, but the information you have supplied them is inadequate and out of date. I finally found a phone number to call and reached your support department. It seems that instead of the promised extended support, you have in fact reduced support hours, and are now only available during normal business hours. This would be unacceptable if your service were good; under the present circumstances, it is ridiculous. Air travellers don't travel only during business hours, and they require immediate service. I find you in breach of your supply contract, and I no longer believe that you are in a position to honour it. As a result, I am terminating the relationship immediately. In view of your unreliable mail system, I ask you to send me a fax to 08 8388 8725 confirming that you will not debit any further sums from my credit card. You may also call me on 08 8388 8286 if you believe this will serve a useful purpose. I'm copying Jean Morel of the Qantas Club. I feel that you have also done Qantas a disservice with such a shoddy implementation of what I still believe to be a desirable service. I note from the national press that you consider wireless services alone to be an inadequate source of revenue. I belive this is incorrect. If you were to supply a reasonable service, many more people would use it. Greg Lehey President, Australian UNIX User Group -- See complete headers for address and phone numbers --DocE+STaALJfprDB Content-Type: message/rfc822 Content-Disposition: inline Date: Sun, 24 Jun 2001 12:17:57 -0700 From: Greg Lehey To: support@skynetglobal.com Subject: Lack of service Message-ID: <20010624121757.A443@sydney.worldwide.lemis.com> Mime-Version: 1.0 Content-Type: text/plain; charset=us-ascii X-Mailer: Mutt 1.0i Organization: LEMIS, PO Box 460, Echunga SA 5153, Australia Phone: +61-8-8388-8286 Fax: +61-8-8388-8725 Mobile: +61-418-838-708 WWW-Home-Page: http://www.lemis.com/~grog X-PGP-Fingerprint: 6B 7B C3 8C 61 CD 54 AF 13 24 52 F8 6D A4 95 EF Dear Sirs, I have now been subscribed to your service for over three months. In this time I have had almost complete lack of service: - On the first attempt to authenticate, from the international terminal in Adelaide airport in mid-March, the authentication method failed. I spent 90 minutes on the (mobile) telephone while obviously untrained staff attempted inappropriate solutions. - On my next journey, on 12 May, in the domestic terminal of Adelaide airport, the authentication failed once again in the same manner. At the time (7 am) no support staff were available. - On 13 May I was able to use the service at Sydney airport. Due to my schedule I got about 10 minutes use. - On 24 June at Sydney airport I was finally able to use the service for a reasonable period of time. During this time I found that your mail server smtp.skynetglobal.com is incorrectly configured (no reverse mapping, typical of spam sites). Any mail I would have entrusted to this server would have been rejected by many of the systems with which I am normally in contact, and thus lost. I have an outstanding request to correct this error. - On 24 June at Los Angeles airport, I was unable to authenticate. I had checked with Skynet Global support before leaving for the USA, and was ensured that no specific steps would be needed, and that I could use the service of your partner MobileStar. You will observe that one of the main selling points for your service was its world-wide availability. Authentication at LA failed. I contacted the MobileStar people, who informed me that you (Skynet Global) had requested that all service calls be passed on to you. Apart from the extreme cost of such a measure, it doesn't work. At the time I called (11:30 am in Los Angeles, 4:30 am Monday in Sydney), you have no support staff available. I consider you to be in breach of our contract for you to supply me network services world-wide. The only place I have ever been able to use your service is Sydney airport. Since you have a presumably exclusive contract with Qantas to supply services in their clubs, I do not have a choice. I must therefore ask you: 1. Refund the fees I have paid for the last three months. 2. Pay, on presentation of evidence, the considerable mobile phone bills I have run up talking to your support staff. 3. Correct the DNS problems associated with your mail server. 4. Provide world-wide customer support at any reasonable hour locally. This obviously doesn't mean expecting me to call halfway around the world to get service from people who don't know the issues. 5. Give me detailed technical information on the authentication requirements with your partners. I expect a reply from you within 24 hours of delivery of this message, as shown in the headers. You may call me at +61-418-838-708. Be aware that at this time I will be in Boston, 10 hours ahead of Sydney. Greg Lehey -- Finger grog@lemis.com for PGP public key See complete headers for address and phone numbers --DocE+STaALJfprDB Content-Type: message/rfc822 Content-Disposition: inline Date: Wed, 11 Jul 2001 13:43:38 +0930 From: Greg Lehey To: support@skynetglobal.com Cc: jmorel@qantas.com.au Subject: Re: Postfix SMTP server: errors from unknown[202.139.60.2] Message-ID: <20010711134338.A17012@wantadilla.lemis.com> Mime-Version: 1.0 Content-Type: text/plain; charset=us-ascii Content-Disposition: inline User-Agent: Mutt/1.2.5i Organization: LEMIS, PO Box 460, Echunga SA 5153, Australia Phone: +61-8-8388-8286 Fax: +61-8-8388-8725 Mobile: +61-418-838-708 WWW-Home-Page: http://www.lemis.com/~grog X-PGP-Fingerprint: 6B 7B C3 8C 61 CD 54 AF 13 24 52 F8 6D A4 95 EF Is SNGSUPPORT@Customers1to1.com.au an alias for SkyNet Global support? If so, you need to fix your DNS and MTA configurations. You have no reverse mapping, and your MTA claims to be c1to1-email.sydney, which is an invalid name (should be a fully qualified domain name). This is exactly one of the problems I've been reporting. If you need assistance in fixing it, please contact me at 08/8388 8286. Greg Lehey ----- Forwarded message from Mail Delivery System ----- > Date: Tue, 3 Jul 2001 09:58:23 +0930 (CST) > From: MAILER-DAEMON@lemis.com (Mail Delivery System) > To: postmaster@lemis.com (Postmaster) > Subject: Postfix SMTP server: errors from unknown[202.139.60.2] > > Transcript of session follows. > > Out: 220 wantadilla.lemis.com ESMTP Postfix > In: EHLO c1to1-email.sydney > Out: 250-wantadilla.lemis.com > Out: 250-PIPELINING > Out: 250-SIZE 10240000 > Out: 250-ETRN > Out: 250 8BITMIME > In: MAIL FROM: SIZE=3369 > Out: 250 Ok > In: RCPT TO: > Out: 450 Client host rejected: cannot find your hostname, [202.139.60.2] > In: QUIT > Out: 221 Bye > > No message was collected successfully. ----- End forwarded message ----- -- Finger grog@lemis.com for PGP public key See complete headers for address and phone numbers --DocE+STaALJfprDB Content-Type: message/rfc822 Content-Disposition: inline Date: Fri, 14 Sep 2001 17:22:43 +1000 From: Greg Lehey To: support@skynetglobal.com Cc: grog@lemis.com Subject: Problems in Qantas Club in Canberra Message-ID: <20010914172243.A557@canberra.worldwide.lemis.com> Mime-Version: 1.0 Content-Type: text/plain; charset=us-ascii X-Mailer: Mutt 1.0i Organization: LEMIS, PO Box 460, Echunga SA 5153, Australia Phone: +61-8-8388-8286 Fax: +61-8-8388-8725 Mobile: +61-418-838-708 WWW-Home-Page: http://www.lemis.com/~grog X-PGP-Fingerprint: 6B 7B C3 8C 61 CD 54 AF 13 24 52 F8 6D A4 95 EF I refer to my problem report of about 16:35 this afternoon, reported to Anthony and replied to by (I think) Robert. It seems that the network naming has changed; previously the network access points would accept the network name "" or "any". Now they require the name "skynetglobal". This problem is now solved, but it would be nice to have been informed. On the other hand, the reverse DNS for the SMTP server is still missing: $ nslookup smtp.skynetglobal.com Server: pps1.skynetglobal.com Address: 10.2.254.251 Name: smtp.skynetglobal.com Address: 203.53.129.6 $ nslookup 203.53.129.6 Server: pps1.skynetglobal.com Address: 10.2.254.251 *** pps1.skynetglobal.com can't find 203.53.129.6: Non-existent host/domain This means that mail entrusted to this server may never be delivered. I also expect that this message will not be delivered to grog@lemis.com as a result. I first reported this problem on 24 September 2001, and it was part of my complaint to Qantas. Please fix this problem (a trivial issue) by 21 September 2001, or I will forward a further formal complaint to Qantas. Greg Lehey -- Finger grog@lemis.com for PGP public key See complete headers for address and phone numbers --DocE+STaALJfprDB Content-Type: message/rfc822 Content-Disposition: inline Return-Path: Delivered-To: grog@monorchid.lemis.com Received: from wantadilla.lemis.com (wantadilla.lemis.com [192.109.197.80]) by monorchid.lemis.com (Postfix) with ESMTP id 78B007852A for ; Tue, 6 Nov 2001 13:34:53 +1030 (CST) Received: by wantadilla.lemis.com (Postfix) id 6BF996AB08; Tue, 6 Nov 2001 13:34:53 +1030 (CST) Delivered-To: grog@lemis.com Received: by wantadilla.lemis.com (Postfix, from userid 1004) id 5FAA86A90F; Tue, 6 Nov 2001 13:34:53 +1030 (CST) To: support@skynetglobal.com Subject: Continuing misconfiguration of your DNS servers Cc: grog@lemis.com, jmorel@qantas.com.au Message-Id: <20011106030453.5FAA86A90F@wantadilla.lemis.com> Date: Tue, 6 Nov 2001 13:34:53 +1030 (CST) From: grog@lemis.com (Greg Lehey) I have been complaining about your broken DNS configuration since I have first been able to use your service, about 5 months now. During this time you appear to have done nothing to fix the problem. As the following bounce message shows, you still do not have reverse DNS on your mail server: > Date: Tue, 6 Nov 2001 13:24:05 +1030 (CST) > From: MAILER-DAEMON@lemis.com (Mail Delivery System) > To: postmaster@lemis.com (Postmaster) > Subject: Postfix SMTP server: errors from unknown[203.53.129.130] > > Transcript of session follows. > > Out: 220 wantadilla.lemis.com ESMTP Postfix > In: EHLO sng-exchange.skynetglobal.com > Out: 250-wantadilla.lemis.com > Out: 250-PIPELINING > Out: 250-SIZE 10240000 > Out: 250-ETRN > Out: 250 8BITMIME > In: MAIL FROM: SIZE=206 > Out: 250 Ok > In: RCPT TO: > Out: 450 Client host rejected: cannot find your hostname, [203.53.129.130] > In: QUIT > Out: 221 Bye > > No message was collected successfully. I sent this message to myself to check whether you had fixed your DNS. You have not. This means that mail entrusted to your mail servers will get lost with no warning. I do not even have a way to confirm that you will receive this message sent from my laptop connected to your network. I am unable to send mail to myself. You appear unwilling to fix this problem. If I had an alternative supplier, I would take it. As you have a monopoly in this matter, I have no choice. I therefore ask you for the last time to fix your DNS servers and provide the service for which I am paying. If you do not do this by the 15th November, I will take my complaint to the TIO. I will repeat this message from my home address to ensure it gets through. Greg Lehey -- Finger grog@lemis.com for PGP public key See complete headers for address and phone numbers --DocE+STaALJfprDB--