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sjmagy Level 1 Level 1 (0 points)

I am an original iTools (@mac.com) subscriber. I switched to MobileMe and last year to iCloud.  I have the max of 3 aliases allowed under iCloud.

 

Earlier today, 9/26, I could send and receive email from/to all of my 3 alias accounts in both Mac (desktop) Mail client and on iOS 6, but this evening, the "@me.com" version of one alias is gone from icloud.com's accounts preference list, which only shows:

 

alias_name @mac.com

alias_name @iCloud.com

 

Trying to send or receive mail from/to -- alias_name @ me.com -- results in either an SMTP Server error (when sending) or a delivery failure notice to a (working) account I sent from, which reads:

 

Remote host said: 550 5.1.1 unknown or illegal alias: alias_name @ me.com [RCPT_TO]

Reporting-MTA: dns;nk11p00mm-spool002.mac.com (tcp_intranet-daemon)

Arrival-date: Thu, 27 Sep 2012 03:15:46 +0000 (GMT)

 

Original-recipient: rfc822;alias_name @me.com

Final-recipient: rfc822;alias_name @me.com

Action: failed

Status: 5.1.1 (unknown or illegal alias)

 

The other 2 aliases both list:

alias_name_here @mac.com

alias_name_here @me.com

alias_name_here @iCloud.com

 

and obviously work as expected (though I haven't tested to see if "@iCloud.com" variant works yet or not).

 

Has anyone else experienced this, where the @me.com domain has disappeared as an option for an alias?  Did it come back on its own?

 

I've called Apple Support and the only route we could think of was to sign out of iCloud in System Preferences and then sign back in, which unfortunately did not resolve the issue.  I was told there is work in progress that is likely behind this, but there was no ETA for completion other than to check back in 24 hours.

  • Damo in Sydney Level 1 Level 1 (15 points)

    Yes, same with me. I just posted the following to Mac Daily News:

     

    I just want to alert you to what I think is a looming iCloud disaster. I have an Apple ID. I created an alias under the Apple ID some 5 years ago. It is my main email address. Apple seems to be converting .me accounts to iCloud. My alias has disappeared. It means all emails sent to the .me alias are now bouncing. I called Apple and you usually get a very professional response. I got a guy with an IQ of 50, who could not understand my problem. I asked to be transferred to a Supervisor. I was transferred but not to a supervisor. The new guy understood the problem and got somebody from iCloud. They said wait 24 hours and it will work if it doesn't call back. I said it will not work because the alias is now missing from the account preferences in iCloud. I asked the guy to get me someone from iCloud. He said the "channel" had closed. I asked what that meant and it meant that they had gone home for the night. I am calling from Australia and I guess it's 9pm West Coast time. If I have this problem, thousands of others are going to have the same problem. People are going to be screaming.

  • itfc56 Level 1 Level 1 (0 points)

    Yes I am having the same problem.  I'm UK based - last email that arrived in my in box 04.19 BST.  All emails sent to my me.com alias (my main business address) are getting an error bounce-back "name not recognised" and my alias has disappeard from the drop-down list apparantly t replaced by name@icloud.com - which I never set up.  No warning, no explanation on ICloud support. 

  • itfc56 Level 1 Level 1 (0 points)

    PS  and I cannot re-create my me.com alias as the ONLY option they offer for the domain option is @icloud.com

  • Roger Wilmut1 Level 9 Level 9 (69,190 points)

    This should not be happening, of course. Today my @icloud.com address has been enabled (though no email to tell me so) and I've sent a test message to the same alias @icloud.com, @me.com and @mac.com - all worked.

     

    Therefore something has gone wrong. It may be that this will sort itself out in a day or so, though it's bad of them to do this when people are relying on receiving email. You could try Support, but the odds are you'll get the same answer.

  • sjmagy Level 1 Level 1 (0 points)

    Update: Called Apple support this morning; apparently they are aware of issues affecting "less than 0.9% of users" as a process works to convert to / add "@icloud.com" to everyone's account, but the group responsible for posting to the iCloud System Status page has not yet posted anything about this issue.

     

    The initial response I was given, "It should be fixed anytime from a few hours to a few days from now; we don't know how long the process will take", I found unacceptable.

     

    I (politely) requested to escalate and was transferred to a senior support person who opened a case # with engineering, but the response might not come until early next week, which upon reflection is essentially the same initial answer of "wait a few days".

     

    The 3 customer service reps I've spoken with have done their best to be apologetic, empathic, helpful, and friendly (A+ for all 3), but the potential lack of timely resolution (or any resolution, for that matter) is frustrating, especially for an issue that should not have happened in the first place.

     

    I'll post any additional status updates to this thread in case anyone else is interested.

  • itfc56 Level 1 Level 1 (0 points)

    What concerns me is that all 3 versions of my original .mac login work only the me.com alias I set up has disappeared. My conversation with support indicated that it was he thought it was an error and have been promised a phone back response in one business day but no timeline for a resolution.  Not normally a moaner but i'm not sure bad quite covers this one! I could quite literally be losing business as I write. Even if the account is eventually reinstated, will any emails lost come back with it?

    Not Apple's finest hour!

  • sjmagy Level 1 Level 1 (0 points)

    @itfc56: based on your earlier post stating that you received a delivery failure / bounce back when attempting to send to the @me.com alias, I'll say I have the same concern.

  • Damo in Sydney Level 1 Level 1 (15 points)

    I am the same. I callled Apple support and nobody has any idea what you are talking about. I was politely told that my .me alias was being changed to .icloud alias. I asked if I could no longer receive email to my .me alias, which bouces with the same error message that you get. I was cheerfully told "yes that's correct you can no longer receive emails on the .me email alias, have a nice day". By the way there is no iCloud tech support unit. I've been shunted around with the last escalated expert being situated in Singapore. What really galls me is that nobody understands the problem.

  • Damo in Sydney Level 1 Level 1 (15 points)

    I got escalated to some guy in Singapore who had no idea what I was talking about. He told me that there wasn't a dedicated iCloud support area so you couldn't speak to anyone in the iCloud area. I am totally staggered with this. The alias was my main email address.

  • Roger Wilmut1 Level 9 Level 9 (69,190 points)

    To contact  Support: if you currently happen to have AppleCare, either because you recently bought Apple hardware or have paid to extend the inititial period, you can contact them here:

     

    http://www.apple.com/support/icloud/contact/

     

    You will need the serial number of the covered hardware.

     

    If you are not covered by AppleCare, then - in common with other free email services - there is no free support (MobileMe Support is no longer available) and you will probably be asked to pay a fee; in this case, as it's their fault, you should dig your heels in and tell them you want it fixed for free. You should not have lost your @me.com address but this has happened to a few people.

  • Ken Etter Level 1 Level 1 (15 points)

    Add me to the growing list of those who've lost all .me aliases. My main email has been gone since the afternoon of 9/26 and I don't see any change. I've deleted and re-installed my mail account several times to no avail. Definitely an Apple problem, but that knowledge doesn't help us who are without their primary email.

  • itfc56 Level 1 Level 1 (0 points)

    An update. I have been escalated to an Irish based tech support guy and have been given international free phone no. and his extension. He has passed case to iCloud engineering in US and has red flagged it. It is good to be talking to a named contact who appears to grasp the seriousness of the problem.  I have had to authorise access to my account via changed password. He is confident that the lost alias can be reinstated.

    Even if it does work I am not sure that days of lost emails will come back with it. What still surprises me is that has not become a bigger issue, are we really a small number of victims of a random **** up rather than a systematic failure?

  • Roger Wilmut1 Level 9 Level 9 (69,190 points)

    Although several people have complained about this I don't think it can be a widespread issue or we would have seen a torrent of complaints (cf the outage a couple of weeks back). Mind you, even a very small proportion of 150 million is still an awful lot of unhappy customers.

  • Aazza Level 1 Level 1 (0 points)

    Same problem here. The me.com alias has been replaced by icloud.com. Everyone is getting bounce backs as this is my primary address. I hate to think of how long it would take to change every place where my email is registered! I hope this is reinstated soon. I hope I am not missing any time-critical messages.

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