Email/Webmail connection issues (96159) - UPDATE

[#1]

This is an update to our previous posts regarding work which is underway on our webmail service.

Work is still underway to restore this service at present.

Some of our customers have reported a better experience using an email client instead of webmail, whilst this is not a fix a guide on how to set this up can be found here:

https://community.plus.net/t5/Email/How-to-get-your-e-mails-through-a-e-mail-client/m-p/1390685#M173... 

Further updates will be posted when we have more information.

Kind Regards,

Customer Support

[#2]

This is an update to our previous post, regarding work underway on our webmail service.

Our engineers have been working on the service throughout the day, and further maintenance will be carried out this evening.

We'll continue to monitor the situation, and provide updates as they become available.

In the meantime, some of our customers are experiencing a better service using a client. Details on how to set one up can be found on our Community Forums here: How to get your e-mails through a e-mail client.

We do apologise for any inconvenience caused.

Kind Regards,

Customer Support

Moderator's note by Mike (Mav): Link fixed.

[#3]

This is an update to our previous post regarding work that is underway on our webmail service.

Our engineers have been working non-stop analysing the platform, planning and executing improvement works. One of the things we’ve completed to ease the problem is adding memory to our mail storage server capacity.

Customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link below:

goo.gl/vtGctS

Our engineers will continue to investigate the issues and we will update you as we receive more information.

Thank you for your patience

Kind Regards,

Customer Support

Moderator's note by Mike (Mav): I have made the link clickable.

[#4]

We're please to report that customers our having a better experience with our webmail/email services today.

Our engineers will continue to investigate the issues and we will update you as we receive more information.

Meanwhile, customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link here: How to get your e-mails through a e-mail client.

Thank you for your patience, and apologies for any inconvenience caused.

Kind Regards,

Customer Support

[#5]

This is an update to our previous posts regarding work that is underway on our webmail service.

As per the earlier update today the majority of our customers are now having a better experience however we are aware that service can be slow at times.

Our engineers are continuing to investigate the issues and we will update you as we receive more information.

Meanwhile, customers are reporting that they are seeing performance improvements especially when using a mail client, details of how to set one of these up can be found in the link below:

http://goo.gl/vtGctS

Thank you for your patience

Kind Regards,

Customer Support

[#6]

This is an update to our previous posts regarding work on our webmail service.

Significant work was undertaken to rectify issues and customers should be seeing less error messages when using the service. We are continuing to work on this and we will have a further update in the new year.

The service improves when using a mail client details of how to set one of these up can be found in this link: http://goo.gl/vtGctS

Thank you for your patience while we continue to make improvements to the webmail service, we’ll keep you updated.

[#7]

This is an update to our previous posts regarding work on our webmail service.

We’ve been working hard to improve the slowdowns some customers have been experiencing when using our webmail service.

Customers should now be seeing a significant improvement to the platform since this problem was raised following a number of changes made including increasing the mail storage and number of mail servers.

We’re aware that a small number of our customers are continuing to experience issues and would like to reassure our customers that our engineers are continuing to work on improvements.

Thank you for your continued patience and apologies for any inconvenience caused.

[#8]

This is an update to the previous updates regarding the performance of our mail service.

Alongside the previously communicated improvements we've also made further changes early Thursday morning to how we route traffic across the mail platform. Our internal monitoring has suggested this has made some improvement to the performance of the service.

We are aware that there are still further improvements to make and we'd like to assure you that we are continuing to work on these.

Apologies for any inconvenience.

Kind Regards,

Customer Support

[#9]

This is an update to the previous updates regarding the performance of our mail service.

Alongside the previously communicated improvements we will be making further changes on the 09/03/2017 between 6am and 8am where we will be upgrading our webmail software to a newer version.

During this time some customers may not be able to access their webmail service for a short period of time.

We are aware that there are still further improvements to make and we'd like to assure you that we are continuing to work on these.

Apologies for any inconvenience whilst we continue to work on improving the service.

Kind Regards,

Customer Support

[#10]

This is an update to the previous updates regarding the performance of our mail service.

We will be rescheduling the further changes from the 09/03/2017 now to the 14/03/2017 between 6am and 8am where we will be upgrading our webmail software to a newer version.

During this time some customers may not be able to access their webmail service for a short period of time.

We are aware that there are still further improvements to make and we'd like to assure you that we are continuing to work on these.

Apologies for any inconvenience whilst we continue to work on improving the service.

Kind Regards,

Customer Support