Due to ongoing mail issues, we are currently experiencing a high number of support requests across all channels, your request may take slightly longer than usual to be looked at. If your request is about the email issue, please refer to our status page for updates regarding this. Our teams are working tirelessly to get this resolved as soon as possible, we understand and apologize in advance for the potential impact this may have on you.
25th March 2020
Hosted EmailHosted Email Update
UPDATE @ 26th March 2020, 17:13 UTC - Our operations team continues to restore service on the affected mailstores. The service has been restored for some customers but a small portion of our customers continue to experience issues with their mailboxes.
UPDATE @ 26th March 2020, 12:05 UTC - Most of the affected mailstores have been re-enabled. While the operations team continues to investigate another to identify and rectify the issue on it. Updates will be provided as soon as possible. Please ensure that, before you contact support regarding this query, you attempt to log into your webmail account to verify that your account is now active, by going to https://chimail.midphase.com
UPDATE @ 26th March 2020, 11:10 UTC - After re-enabling our mailstores to resolve this ongoing incident we have encountered a different issue and needed to bring the mailstores offline again in order to resolve this problem. We will likely be bringing them back up shortly once we have completed testing. These affected users will be unable to login to the Webmail/IMAP or POP until the mailstores have been re-established.
UPDATE @ 26th March 2020, 10:00 UTC - The mailstores have been re-enabled. At this time service is fully online and we will be monitoring for any impact which is currently expected to be better than previous days.
UPDATE @ 26th March 2020, 07:56 UTC - The emergency maintenance will be targeted for specific users. Those targeted users will be unable to login to their account via POP/IMAP/Webmail or an email client during the maintenance window. This would affect approx. 6.6% of users
We will be performing emergency maintenance this evening to resolve outstanding issues on this platform.
A small number of users may encounter issues logging in to their account via POP/IMAP/Webmail during the maintenance window.
We thank you once again for your continued patience and understanding whilst we work to resolve this issue.
Start time: Mar 25, 2020 at 10:00 PM UTC
End time: Mar 26, 2020, at 10:00 AM UTC
24th March 2020
Web HostingWin09 Outage
We are aware that there are issues affecting this server. We are working to get them resolved.
We have fixed the issue, now IIS service is working fine
23rd March 2020
Title: Mail client Syncing Issue
Date: Monday 23rd March 2020, 14:46 UTC
We apologize for the issues that some of our users are continuing to face when attempting to access their hosted mail accounts.
As things stand, any messages sent to your mailbox during this outage will continue to be delivered, however, access to these mailboxes remains limited at present.
On the afternoon of the 23rd March 2020 at approximately 14:52 UTC, one of our mail platforms encountered an operational error which subsequently sent a significantly higher load to other nodes within the mail cluster. To address this load, our mail team took the decision to disable individual mailboxes deemed to be causing excess load.
Replacement nodes have been introduced into the environment and accounts are in the process of migrating to these devices, however, due to the excess I/O introduced by the excessive load and the account transfers. We have had to temporarily suspend logins to certain accounts on affected nodes.
Apologies once again for the frustration must no doubt be causing you. Our support team has received an unprecedented volume of calls and messages today regarding this issue and we appreciate your patience whilst we work to update you during this stressful time. Timed updates can be found below.
UPDATE @ 25th March 2020, 15:18 UTC - Our Operations team have enabled IMAP/POP/Webmail. Email deliveries will be resumed shortly. Updates will be provided as soon as possible
UPDATE @ 25th March 2020, 14:03 UTC - We are seeing high load again. Users may notice slowness or intermittent issues to login. Updates will be provided as soon as possible
UPDATE @ 25th March 2020, 13:04 UTC - We have fully implemented our fix, any email issues are now resolved and no more accounts should be offline. We will continue to monitor the situation and provide updates when we can.
UPDATE @ 25th march 2020, 07:35 UTC - Our operations team has ended the maintenance on one of the mail clusters by enabling all of the mailstores. A small number of accounts will still not have webmail or email client access as we prepare for another batch migration to be done during a lull period.
UPDATE @ 25th march 2020, 07:06 UTC - Our ops team is still currently working on this issue at hand. At this time, only users on the still disabled mailstore are expected to be completely unable to utilize hosted email. Users from the other mailstores which were enabled will still see a degraded performance at this time.
UPDATE @ 25th march 2020, 00:26 UTC - An emergency migration process is being looked at by our operations team to help restore access. Unfortunately, this does still mean that a handful of users will be unable to login to their account via webmail or their email clients. Once again we do apologize for the discomfort this is causing, we are doing our best to resolve the issue as swiftly and smoothly as possible.
UPDATE @ 24th march 2020, 22:59 UTC - The operations team is still monitoring the service, unfortunately, it is momentarily experiencing an unusually high load until such behavior stabilizes the email deliverability cannot be restored. Rest assured that we are working hard on the issue as we are aware of the implications this is causing for many users.
UPDATE @ 24th march 2020, 17:38 UTC - Our operations team is continually working on restoring access to accounts and their mailboxes incrementally. We will update again once we have any further information.
UPDATE @ 24th March 2020, 15:09 UTC - A number of accounts have been brought back online though service to these has been observed to be intermittent. We're continuing to restore service to all affected users as swiftly as possible.
UPDATE @ 24th March 2020, 13:53 UTC - We are currently still working on implementing the fix. During this time, users may experience problems accessing their mailboxes. For now, email is still being delivered to users inboxes, even if you cannot log in at this time.
UPDATE @ 24th March 2020, 12:05 UTC - We are still working on the fix. We will update again once we have more information.
UPDATE @ 24th March 2020, 10:50 UTC - The implementation of a fix appears to be progressing well. A further estimate of the completion time has not yet been made. We will update again once we have this information
UPDATE @ 24th March 2020, 09:08 UTC - The issue appears to be progressing well. During the maintenance, users may be unable to access our email services and inboxes may appear empty, however email service would resume shortly after. We will post the updates as we receive.
UPDATE @ 24th March 2020, 05:20 UTC - Issue still progressing, update when further information is available
UPDATE @ 24th March 2020, 03:30 UTC - The issue appears to be progressing well. A further estimate on the completion time has not yet been made. We will update again once we have this information.
UPDATE @ 24th March 2020, 01:00 UTC - The issue is still being worked on by our Ops teams, again your patience is appreciated during this time.
UPDATE @ 23rd March 2020, 23:00 UTC - Our Ops team are still diligently working on the issue. We appreciate your continued patience.
UPDATE @ 23rd March 2020, 21:30 UTC - We are currently having emergency maintenance to bring service back online.
UPDATE @ 23rd March 2020, 19:40 UTC - There is no change in the status of service impact, however, the failover is almost complete. Your patience is greatly appreciated.
UPDATE @ 23rd March 2020, 18:00 UTC - Our Ops dept are still investigating the issue as a priority. Please accept our apologies for the potential impact this incident may have caused.
UPDATE @ 23rd March 2020, 15:18 UTC - Our technical team have identified the cause of the issue preventing some users from logging in via webmail and are working with our mail service team to resolve these errors.
Billing Phone Service Outage
Title: Billing phone service outage
Date: Monday 23th March 2020, 11:12 UTC
We are investigating and seeking to resolve an incident which is affecting our contact phone service with the billing team. We recommend our customers to join a live chat or raise a ticket if you have any concern or query regarding payments. We apologise for any inconvenience this might cause.
Mail Client Connection Difficulty
Title: Mail client Syncing Issue
Date: Monday 23th March 2020, 10:51 UTC
We are currently investigating reports of not being able to sync the email into the third party mail client which is currently affecting a small subset of our hosted email accounts. Our Operations team is currently investigating this issue as a priority.
UPDATE: 13:00 UTC Our engineers have applied a fix and identified that normal service is currently being resumed.
22nd March 2020
No incidents reported
21st March 2020
Hosted email login issue
Title: Hosted email login issues
Date: Saturday 21th March 2020, 10:20 UTC
Event type: Minor email outage
We are currently investigating reports of not being able to access webmail, or email via mail clients, which is currently affecting a small subset of our hosted email accounts.
Update @ 16:30 UTC - Our engineers have applied a fix and identified that normal service is currently being resumed. We will continue to monitor services and will update the incident once it has been confirmed as resolved.
20th March 2020
Live chat and phone degraded performance
Title: Live chat and phone degraded performance
Date: Friday, 20th March 2020
Start time: 09:00am UTC
Event type: Outage
We are investigating and seeking to resolve an incident is affecting our live chat and phone service.
Customers may be experiencing delays in allocating requests to available agents.
Our Operations team is currently investigating this issue as a priority.
We apologise for the potential impact of this incident on you.
Update @ 16:26 UTC - Following a period of monitoring, our engineers have confirmed that the incident is now resolved and normal service has resumed. Please accept our apologies for the potential impact this incident may have caused.