I've been dealing with this issue for 2 weeks. Back and forth with PowWeb "support". I am extremely frustrated at the level of support they offer. I cannot talk to anyone who actually knows anything other than "make sure you're using pop.powweb.com".
PowWeb email never worked 100%. Previously we experience 90% uptime. We wouldn't get mail instantaneously (or nearly), sometimes mails would be delayed 4 hours for unknown reasons. Late mail is better than no mail we figured.
Starting two weeks ago at least 8 of my users couldn't access their email via Outlook. We would get this message:
I promptly put in a ticket and followed up with a phone call. The tech made sure we were using the correct information (pop.powweb.com, smtp.powweb.com, 110, 587, no SSL/SPA). I verified this. The thing is, I would understand if 8 users, at the same time, during the middle of the workday, for no reason at all, decided to all synchronize themselves to change these settings and break Outlook. That is highly improbable, especially since our business relies heavily on email and we lose business if we cannot promptly respond to email. All joking aside, this didn't happen. We just couldn't send/receive email.
I verified everything with the tech. No problems found. Issue still exists. They said they would look into it. No call back that day, nor the next day. I had to call them back. Same thing ("Let's verify your Outlook settings.") I asked for a manager or a supervisor, but none were available. Last week, Thursday, I was told I would get a call back by the end of the day. No one called.
We tried different operating systems. Newly installed systems. Different versions of Outlook. Different Service Pack levels. Nothing worked. Users would get mail rarely. It has become "normal" for us to having numerous emails sitting in our Outbox and just letting it run like that until PowWeb comes back "up".
I called Monday, requested a call back since no supervisors were available at that time. I talked to Christian, he apologized that they were unable to fix the issue. It's Wednesday, and no call back.
I'd like to add that they closed my service ticket twice to "Resolved" without notifying me. I had to re-open the ticket manually.
I am pleading to anyone here who might be able to fix or confirm they are also having issues with PowWeb. I'm at the end of my rope here. I'm losing email and it's directly translating into lost money. PowWeb support is completely incompetent. Whatever we pay for in "service" pales in comparison to the thousands of dollars we miss out on when we cannot send quotes out.