Thu 22 Nov 2018, 03:00
Affecting
General
Description
Posted: Wed 21 Nov
We are upgrading some routers over night again, and we then plan to do a rolling LNS upgrade.
Planned start Thu 22 Nov 2018, 03:00
Cause
Reference 23491
Expected close Mon 10 Dec 2018, 00:00

Tue 20 Nov 2018, 22:26
Affected
DNS, Email and Web Hosting
Description
Posted: Tue 20 Nov
We're investigating a problem with customers accessing their email by POP3, IMAP or webmail. This is looking like a problem with the authentication process.
Update
Tue 20 Nov 2018, 20:29
This is affecting a small set of customers, as just a particular back end server combination is affected.
Update
Tue 20 Nov 2018, 20:30
Service should now be restored... We're still checking a few things.
Update
Tue 20 Nov 2018, 21:05
There is a delay with some incoming emails - one of our severs has been queueing email - these will be delivered to inboxes shortly.
Started Tue 20 Nov 2018, 19:00
Closed Tue 20 Nov 2018, 22:26
Reference 23490

Tue 20 Nov 2018, 03:24
Affecting
Ethernet Services (via BT)
Description
Posted: Mon 12 Nov
BT have advised us of planned work that will affect customers with Ethernet circuits as follows:

Summary:Upgrade IOMv1 to IOMv3c AND SWAP 10 PORT CARD

Start: 20/11/18 00:01

End:20/11/18 06:00

Maximum expected Downtime:0 Days 3 Hours 0Minutes

We're upgrading some network hardware in the LONDON POPLAR WEST INDIA DOCK region to provide more capacity, and faster throughput. We expect an outage of 50-60 minutes to end-users if all goes well, but this could extend to 2hrs if we have a problem. We plan to be finished by 04:00 , however if we encounter additional problems, service outage could extend to 06:00

Started Tue 20 Nov 2018, 00:01
Closed Tue 20 Nov 2018, 03:24
Reference 23488
Expected close Tue 20 Nov 2018, 06:00 (Last Estimated Resolution Time from BT) (1¼ days ago)

Thu 15 Nov 2018, 14:34
Affected
Broadband and Ethernet
Description
Posted: Wed 14 Nov
We noticed congestion (latency) on a number of our L2TP connected customers' connections between 6:30 and 9:00 last night. These are customers who connect in to us using L2TP from another Internet Service Provider (ISP). It may be that this latency is specific to a particular ISP and outside of our control. We will see if this happens again this evening (14th November) and will investigate further.
Update
Wed 14 Nov 2018, 20:38
So far, we've not see the congestion/latency this evening.
Started Tue 13 Nov 2018, 19:00
Closed Thu 15 Nov 2018, 14:34
Reference 23489

Mon 12 Nov 2018, 17:20
Affected
DNS, Email and Web Hosting
Description
Posted: Fri 09 Nov
Our server-side sieve filtering is currently unable to be viewed or edited. The filters are still working though, and email will still be filtered. as normal. We expect this to be up and working again early next week - we apologise for the inconvenience.
Started Fri 09 Nov 2018, 14:00
Closed Mon 12 Nov 2018, 17:20
Reference 23487
Expected close Mon 12 Nov 2018, 14:00 (9 days ago)

Fri 09 Nov 2018, 11:56
Affected
VoIP and SIMs
Description
Posted: Fri 09 Nov
Magrathea have had reports of some incoming call failures, their team are currently investigating. We will update you when we have further news.
Started Fri 09 Nov 2018, 11:21
Closed Fri 09 Nov 2018, 11:56
Reference 23486
Expected close Fri 09 Nov 2018, 15:21 (11¾ days ago)

Thu 08 Nov 2018, 13:20
Affecting
General
Description
Posted: Thu 08 Nov

We are currently trialling a new invoice format for print and PDF invoices. We hope to have some customers seeing the new format from next month and ideally have everyone on it by the end of the year.

For most people the layout is very much the same. If your invoice fits on one page, it will still do so. There are some very minor changes to letterhead and layout, and some information is bigger and clearer than before.

Anyone that gets a multi-page invoice will immediately notice we are now putting a summary and invoice totals on page 1, making it easier to find what you actually owe. We hope you find this useful, and overall it means long invoices will be quite a lot shorter than before.

The other change is much better support for unicode, including Polish characters (for example), and Chinese, and so on. We hope to eventually be able to cope with people's names from around the world with ease in all of our systems.

As always the formal invoice remains the PGP signed plain text as emailed, these changes only impact the PDF and print versions. We are considering improvements to the plain text invoicing in the future.

Invoices are still available via XML, and you may see some additional objects and attributes have been added in some places, as our new invoice formatting system uses the XML as its source!

Any comments or questions, please do let us know.

Update
Mon 12 Nov 2018, 11:17
Note, we have gone for an official font choice in most places now, which is reflected in the new invoice and statement and letter formats, Raleway. Any feedback welcome.
Update
Mon 12 Nov 2018, 16:30

Whilst the main web site is the new font, and some other pages are too, we have now added some choice of font on the control and accounts pages.

This is not quite as daft as it sounds, as the font is used for PDF documents we send as well as the web site, so not simply something you could have done in the browser.

Started Thu 08 Nov 2018, 13:11
Cause
Reference 23485
Expected close Tue 01 Jan 2019, 00:00

Tue 30 Oct 2018, 10:55
Affected
VoIP and SIMs
Description
Posted: Wed 24 Oct
We believe there may be an issue with call transfer / divert initiated by SIP devices. There is a change we plan to apply shortly which should fix this, but obviously there is a risk in any change. If you need to divert calls permanently, then setting an also-ring on the control pages will allow this in the mean time.
Started Sat 20 Oct 2018, 00:00
Closed Tue 30 Oct 2018, 10:55
Cause
Reference 6833
Expected close Thu 25 Oct 2018, 00:00 (27½ days ago)

Sun 04 Nov 2018, 12:00
Affecting
DNS, Email and Web Hosting
Description
Posted: Thu 01 Nov
We're making a small config change to the email server back ends on Sunday morning. This is expected to be disruptive, but it should only be as far as causing email clients to reconnect. This is a part of ongoing work to improve our email services.
Started Sun 04 Nov 2018, 11:00
Closed Sun 04 Nov 2018, 12:00
Reference 20768

Wed 31 Oct 2018, 08:32
Affected
Status Page
Description
Posted: Tue 30 Oct
The rss feed of this status page is currently not returning any results - for a short while it was returning over 3,000 results due to an error on our part. We will fix this tomorrow morning, sorry for the inconvenience.
Started Tue 30 Oct 2018, 17:22
Closed Wed 31 Oct 2018, 08:32
Reference 14073

Thu 18 Oct 2018, 07:38
Affecting
DNS, Email and Web Hosting
Description
Posted: Wed 17 Oct
We'll be making some minor changes to the configuration of our POP3 and IMAP servers. This is a low risk change and should not affect customers.
Started Thu 18 Oct 2018, 07:00 by AA
Closed Thu 18 Oct 2018, 07:38
Reference 2560
Expected close Thu 18 Oct 2018, 08:00 (1 month ago)

Mon 22 Oct 2018, 09:00
Affecting
General
Description
Posted: Sat 20 Oct
We may be upgrading a couple of routers this weekend. These should cause no issues.
Update
Sat 20 Oct 2018, 19:11
We have several minor upgrades scheduled from 3am Sunday
Update
Sun 21 Oct 2018, 18:10
All went very well Sunday morning so more work Monday from 3am
Started Sat 20 Oct 2018, 09:00
Closed Mon 22 Oct 2018, 09:00
Reference 6830
Expected close Mon 22 Oct 2018, 08:00 (30¼ days ago)

Mon 29 Oct 2018, 14:00
Affected
DNS, Email and Web Hosting
Description
Posted: Mon 29 Oct
One of our mail servers had a stuck session and although it was receiving incoming email it was not delivering them to customer mailboxes. This will be causing some incoming email to be delayed.
Update
Mon 29 Oct 2018, 13:31
The problem has been fixed, and queued messages are being delivered at the moment.
Started Mon 29 Oct 2018, 09:00 by AA1
Closed Mon 29 Oct 2018, 14:00
Cause
Reference 6838