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Status Announcements
Issue with US Web/Helm Server "Portia"
Posted on 08 September 2018 02:04 AM

Datacenter technicians are currently investigating an issue with the US Web Server Portia, which is currently unavailable.

We are awaiting an update and will post more information as soon as we have it.

UPDATE: The problem has been fixed and the server is back online and running normally.

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Emergency Maintenance on UK Web Server "Elara"
Posted on 05 September 2018 08:00 PM

After 10.30pm UK time today (5th September 2018) we will be performing emergency maintenance on one of our UK web servers, "Elara". This is expected to take 20 minutes or less to complete, during which time the server will be unavailable.

Please accept our apologies for any inconvenience caused.

UPDATE: This was delayed by an hour but will be starting shortly, at 11.40pm.

UPDATE: This was completed just before midnight

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SmarterMail Upgrade
Posted on 20 March 2018 04:42 AM

As announced last month, tonight we completed the upgrade to the latest version of SmarterMail, version 16, on both our UK and US networks.

The new features and interface are available to use straight away. Please be aware that the login screen (and all other screens) will look different, as this is a complete overhaul of the look and feel for SmarterMail.

If you have any questions or problems with the new interface or any other aspects of your account, please do not hesitate to contact us.

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RESOLVED: Packet loss on some routes
Posted on 24 January 2018 11:41 AM

We are currently receiving reports of packet loss on some routes on our UK network. Not all customers will be affected. Engineers at our network provider are investigating and working to resolve the issue.

If any customers are seeing issues, please open a support ticket with a traceroute that we can use to help diagnose and fix the problems.


UPDATE: Our network provider has now confirmed that this issue has been solved, and we have had no reports of any issues since then. If you are experiencing issues still, please contact us for assistance.


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Problem with UK Mail Server
Posted on 04 September 2015 08:13 PM

We are currently investigating an issue with the mail server in the UK, please accept our apologies for the issue. We will update this post as soon as we have more information.

UPDATE: Our apologies for the delay, the issue has been identified as a major hardware problem. We are replacing the affected hardware at the moment, and will update this post once we have an ETA for the server being back on line.

UPDATE: The mail server has had to be completely reconfigured, a process that will be finishing shortly. We are ready to place the mail server back online as soon as this completes.

UPDATE: The mail server is now back online. Please accept our apologies for the disruption tonight.

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Problem with UK SQL Server "Deimos"
Posted on 28 December 2014 07:20 AM

Overnight tonight there has been disruption on our UK SQL Server. The problem has been identified as a hardware issue. The timing of this is unfortunate, as the server was due to be replaced by a new higher spec server during the SQL Server 2014 upgrade in 3 days time.

Because of this, and the fact that the new server was already ready and prepared for the migration, the quickest way to recover from this hardware failure was to perform the migration early, as everything was already in place for it. This has now been completed, and all UK SQL Server databases on our shared and reseller hosting are now moved to SQL Server 2014 on new hardware.

We apologise for the disruption that this has caused overnight and we have worked as quickly as possible to fix the problem. Because the migration has been completed, it does mean that those customers on shared and reseller hosting in the UK will now not need the maintenance that was scheduled to take place on the 31st December.

Customers with databases on our US servers and our Low Density service are unaffected by these issues and their migration will take place as scheduled on the 31st December.

Again, please accept our apologies for these issues. At this time, with the migration completed, all services appear to be functioning normally and the migration was fully successful. However, if you are seeing any issues with your database after the move to SQL Server 2014, please open a ticket at and we can assist you.

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