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For up to date System Status Reports please call
tel: 0871 424 1101
| 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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| 06/01/2010 - Email fault **RESOLVED** |
Customers who had been experiencing problems with their ability to both send and receive emails since late afternoon on the 6th January should find that this problem was resolved earlier today around 12:30.
We apologise to customers who were adversely affected by this problem. If you are having ongoing issues please call our customer services team on 0871 424 0185 to discuss this with our team. |
| Posted by Network Support on 07 January 2010 at 12:40 |
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| 06/01/2010 - Email fault |
It appears that a fault developed around 4pm on the 6th January whch is preventing customers from either sending or receiving emails correctly; our network support team were made aware of this issue around 7pm on the 6th and 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 08:34 |
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| 02/10/2009 - Dialup Connection Issues (RESOLVED) |
Yesterday afternoon our suppliers advised us of the following:
"As advised in our Emergency Maintenance Notification Ticket 1755 the cause of this issue has been identified to be due to an issue with a card in Telehouse North which now needs to be replaced. This work is taking place from midnight tonight and so we would recommend that your customers retest tomorrow morning to confirm if the issue is then clear."
having tested this morning it appears the issue has now been resolved - using graphical tools to depict dialup traffic and testing via various websites and downloading various larger files there is no longer an intermittent 'freezing' issue as was symptomatic of the issue.
We thank our dialup customers for their understanding of this issue and hope you should find the service is now back to the high standards you would expect from such a package. |
| Posted by Network Support on 14 October 2009 at 08:47 |
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| 02/10/2009 - Dialup Connection Issues (Ongoing) |
Our suppliers advised that a fault had been found within their network on Tuesday of last week (the 6th October) which accounts for the intermittent 'freezing' connections our customers are currently seeing; this manifests itself in slow connections for dialup users or in many cases no content at all coming through as you try to visit a page or download your emails.
This issue was believed to be located with a specific network router on our suppliers network; work was undertaken on Saturday the 10th October to address this but unfortunately had not resolved the issue - this is still ongoing.
Our suppliers are aware that this problem is still present and are investigating further; we will update our system status page with further details as they become available and will also update the pre-announcement on our Customer Services line (0871 424 0185) with further updates. |
| Posted by Network Support on 12 October 2009 at 10:18 |
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