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For up to date System Status Reports please call
tel: 0871 424 1101
| Email Issue 24/09/2008 10:40am |
Please be advised the issue with the email servers have now been resolved.
Thank you for your patience.
Kind regards
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| Posted by superuser on 24 September 2008 at 10:54 |
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| Email Issue- 24/09/2008 9.40am |
Dear Users
The service platform are currently experiencing serious issues with their broadband supplier which provides the connection to the email servers. They have escalated the issue to them and are in current talks in order to get this resolved.
They do not currently have timescales for resolution although they have advised as soon as they have an update they will confirm.
The current situation therefore is no access to POP or webmail for users.
We will update the message as soon as we receive further details.
Please accept our apologies for this inconvenience.
Kind regards
Customer Services |
| Posted by superuser on 24 September 2008 at 09:41 |
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| Upcoming Call Centre Closure 22nd September 2008 |
Due to essential telephone system maintenance our Customer Services team will be unavailable on the 22nd September 2008: we apologise for any inconvinience this may cause but advise customers that support is still available through the Ticketing system available through your members area.
Normal telephone support will be resumed on the 23rd September. |
| Posted by Customer Services Manager on 17 September 2008 at 15:37 |
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| 12/09/2008 - ADSL Connection Issues |
Since around 11:30am today some ADSL customers have been experiencing problems connecting to the service; usernames and passwords are generally refused despite the router or modem the customer is using being syncronised correctly with the BT exchange.
Our network support team have been discussing this fault with our suppliers and BT and it is belived a corrupt routing table on BT's network is the cause of these problems; this issue is not affecting all ADSL customers but should shortly be fully resolved.
We therefore ask all customers who have been having problems connecting today to confirm the login details on their equipment is correct and to reboot their ADSL routers or PC's periodically - many customers have now been able to reconnect since this problem first arose and it is expected that all remaining affected customers will likewise be back online again shortly. |
| Posted by Network Support on 12 September 2008 at 15:11 |
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| 05/09/2008 - Intermittent email problems RESOLVED |
Problems reported yesterday with email services should now be largely resolved for all customers; some email users may potentially experience problems for the next few hours however we do not expect this to be seen by many users.
We thank our customers for their patience during these email problems. |
| Posted by Network Support on 05 September 2008 at 16:35 |
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| 04/09/2008 - Intermittent email problems |
Due to some email accounts being relocated to new mail servers some customers may have been experiencing intermittent problems throughout today (and in some cases yesterday also) with their ability to process incoming or outgoing email.
We apologise to any customer affected by this issue and endeavour to ensure that this can be resolved as promptly as possible. |
| Posted by Network Support on 04 September 2008 at 12:44 |
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| Authentication Fault - 27/08/2008 |
Due to a technical fault with the authentication server customers who are currently not connected will be unable to gain access currently; this is because the server which would normally verify your username and password on our network is currently unavailable.
This fault will not affect customers who are already connected; if you are currently online we recommend for the time being you do not drop your connection.
Our network support team are currently investigating this problem and hope to have the issue resolved within the afternoon. |
| Posted by Network Support on 27 August 2008 at 15:00 |
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| 14/08/08 - Authentication Issues - UPDATE |
We reported on an issue with the authentication server earlier today; this problem was preventing ADSL and dialup customers from connecting from 6:30am.
Our network support team have now identified the issue and have advised that this problem has been resolved; ADSL customers who were affected by this problem may need to reboot their router but otherwise all customers should now be able to connect as they wish to. |
| Posted by Network Support on 14 August 2008 at 10:17 |
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| 14/08/08 - Authentication Issues |
At 6:30am this morning a fault has developed with the authentication server which manages incoming customer connection attempts. This means that currently you may be unable to connect - as your computer currently attempts to gain access there is no authentication server available to verify your login against and thus the connection is rejected.
Our network support team are currently investigating this and we expect full service to be resumed shortly.
This problem will affect customers who are currently not connected but are attempting to do so; if you are already online (with ADSL for example) this issue should not cause you to lose your connection. |
| Posted by Network Support on 14 August 2008 at 08:58 |
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| Scheduled Engineering Works - 25/07/08 |
Between 1am and 3am on the 25th July essential maintainence will be conducted on a number of servers and routers that control and manage the ADSL services of customers who use the "@surfmax" ADSL domain.
Although it is hoped this work will not impact on the service for our customers there is the possibility of disruption to ADSL customers using the @surfmax domain.
This maintainence work will not affect dialup users or ADSL customers who use alternative ADSL domains to connect to our service. |
| Posted by Network Support on 21 July 2008 at 16:27 |
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