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For up to date System Status Reports please call
tel: 0871 424 1101
| 29/06/2010 - Ongoing email access fault |
We apologise to customers who are adversely affected by this ongoing database fault and assure you we are doing everything we can to secure the reliability of the existing platform in leiu of porting customer mailboxes to a new more secure platform - this task has been completed for many but not all mailboxes but we work towards this goal as quickly as we can (without wanting to lose content on existing mailboxes however this process does take time).
As I type this reply email is working correctly via POP3 although some mailboxes may presently be unavailable via webmail - our network support team continue to work on these issues however to ensure a fully working service for all customers.
This fault is affecting our database server meaning you are unable to login and access emails stored on the server; it will not affect the servers themselves and their ability to receive new emails sent to you - anything sent to you whilst you are unable to access your mailbox will not be lost or rejected but will still deliver to your account correctly. |
| Posted by administrator on 29 June 2010 at 08:23 |
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| 08/06/2010 - Slow ADSL service issue **RESOLVED** |
| Customers who have been experiencing slower than expected ADSL connections in recent days should now find that they are able to connect at more reasonable rates now; however if you are still experiencing problems please can you power cycle your ADSL router to ensure a new session can be established. If you are still experiencing problems however we ask that you raise a query about this via your secure members area directly. |
| Posted by Network Support on 08 June 2010 at 11:24 |
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| 04/07/2010 - Slow ADSL service for some accounts |
Friday afternoon around 3pm saw an issue of slow throughput occuring for a number of ADSL subscribers; this is not a global fault but certainly a sizable group of our customer base is currently adversely affected.
Our network support team have been investigating this fault since Saturday morning and although this issue is still present for many users we hope to have normal service resumed very soon.
We apologise to any customers adversely affected. |
| Posted by Network Support on 07 June 2010 at 12:58 |
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| 22/03/2010 - Intermittent Email Fault |
There have been intermittent problems with the mail platform over the past few months: when these issues occur customers generally are unable to access email where a login prompt or database connection error occurs instead. This fault occurs intermittently when the database server that each mailbox connects to (to authenticate the connection to that mailbox) is unavailable: this has occured where the database server has been under unexpected load and thus intermittently is unable to accept new connection requests.
We have been in the process of instigating a new mail platform over the past few months in any event: the goal of the new mail platform is to give greater control over the access functionality and management of customer mailboxes as well as to provide additional features and tools to our email customers.
In light of the current email problems We are therefore stepping up efforts to move customer mailboxes to this new platform - by doing so the current intermittent problems on the presently used mail platform should no longer affect our customers.
Unfortunately this is still a few weeks away from completion however and as such you may continue to experience intermittent mail problems until the new servers are ready.
We would like to apologise to customers likewise affected and hope to bring you a more reliable and efficient service shortly. |
| Posted by Network Support on 22 March 2010 at 14:32 |
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| 23/02/2010 - Email Fault |
There is a problem that has surfaced this morning with the mail platform: we are currently unsure of the specifics of this (it appears to have occured around 6am this morning) but our network support team are investigating this currently.
We will post further details of this on our System Status page as this develops. |
| Posted by Network Support on 23 February 2010 at 07:53 |
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| 06/01/2010 - Email Fault **UPDATE** |
The current fault affecting customers ability to collect email has been occurring intermittently and is related to the database server where your login details and such are authenticated against. When the problem occurs it is because the database server is running slowly and you are thus unable to verify your email login details against that server to access your mailbox content.
Via a POP3 mail client (such as 'Outlook' or 'Thunderbird') this error causes an 'invalid username or password' error as you fail to connect to the mail server This is because the mail server is accessible but where the database is running slowly and is not able to confirm your mailbox login details promptly enough the mail client assumes this is because you have the wrong login details - and thus prompts you to reconfirm them.
Via webmail this results in either an extended delay in logging in to view your emails or a 'database connection error' appearing.
When this problem occurs many customers have found greater success in accessing their mailboxes should they do so via webmail; webmail can be obtained by visiting ‘http://webmail.EMAILDOMAIN’ - where ‘EMAILDOMAIN’ is the end of your email address (after the '@') - however webmail too is affected by this fault.
We continue to investigate the causes of this but do not have an ETA for full resolution at this time. |
| Posted by Network Support on 15 January 2010 at 08:58 |
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| 06/01/2010 - Email Fault **ONGOING** |
We apologise to customers who are currently experiencing problems with their email services supplied by ourselves; we have unfortunately been experiencing intermittent database issues on the mail server - which is why customers have found difficulties in accessing their email services correctly over the past few days. This problem is intermittent; if you persist with your attempts to download your emails you should be able to access your mailbox although there may be extended periods of time where you are unable to do so whilst this fault progresses.
Emails sent to customers on the 6th and 7th January (when this fault first started) would have been bounced back to the original sender with a ‘550 – user unknown’ error: although we are unable to guarantee that emails currently sent to you will not be rejected whilst this fault is present we believe it is unlikely you will lose any emails that are sent to you from the 7th January onwards – although if you are expecting important emails that you are unable to access we would advise you to contact the sender to ask them to resend this to you.
Once again we apologise to customers adversely affected by this current issue and our network support team is actively investigating this to ensure a prompt resolution. |
| Posted by network support on 11 January 2010 at 09:50 |
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| 06/01/2010 - Email fault - ONGOING |
Around 3pm this afternoon (8th January) a fault with email resurfaced meaning currently customers are unable to login to their mailboxes either via POP3 or through the webmail interface.
Our network support team continue to investigate this problem and we apologise to customers adversely affected by this ongoing issue. |
| Posted by Network Support on 08 January 2010 at 17:10 |
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| 06/01/2010 - Email fault: PENDING RESOLUTION |
The email issues that arose on the 6th January around 4pm which resurfaced at around 2pm on the 7th are no longer present and testing shows no fault currently with the email service.
Work completed late yesterday evening should now see these faults fully resolved however we will continue to monitor this issue to ensure this is a complete resolution. |
| Posted by Network Support on 08 January 2010 at 08:20 |
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| 06/01/2010 - Email fault: ongoing |
The fault that developed around 4pm on the 6th January which had prevented customers from sending and receiving which was subsequently resolved around 12:30 today has unfortunately resurfaced; our network support team are currently investigating this problem with an aim to resolving this shortly.
We hope to have normal service for email restored soon and apologise for any inconvinience this may currently cause to you. |
| Posted by Network support on 07 January 2010 at 16:49 |
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