Update - We are continuing to work on a fix for this issue.
May 30, 13:56 BST
Identified - We are aware that users of our shared mail platform have encountered problems over the past months sending to the following providers:

- Microsoft (Hotmail & Office 365)
- Yahoo
- BT
- AOL

This is down to the sheer size of our mail platform and large quantities of mail we send to these various providers. We have been working over the past few months on improving the reputation of our platform by introducing new filtering technologies to help stop the emails which can cause negative marks left on our systems.

While this situation has improved, we are aware that from time to time users will see bouncebacks from the above providers. Our advice for these cases would be:

Add an SPF record:
If you’re using our servers alone, the following SPF record can be added to your domain names DNS configuration as TXT record:

v=spf1 exists:%{i}.mta.spf.extendcp.co.uk exists:%{i}.web.spf.extendcp.co.uk -all

Use an alternate mail server:
We have a lot of different mail servers, all with different IP’s. If one mail server can’t send your email to a certain provider, try sending it via another. Our support teams can help identify a suitable server for you.

Alternatively, we have a webmail interface which uses a more sophisticated filtering system.
May 29, 13:13 BST
Identified - Users who authenticate via Twitter or Facebook may be experiencing problems logging into their Heart Internet accounts. Our teams have been notified and are looking into this.

If you normally log in using Twitter or Facebook, please call our Account Support team, who will be able to provide you with access to your account.
Jul 12, 16:12 BST
Identified - We have removed PHP4 from our shared hosting platform, as it is no longer supported and may be exposed to security vulnerabilities. Upgrading your site to a newer version of PHP (we recommend choosing PHP5.6 or PHP7) is possible through your eXtend Control Panel.
Jun 6, 18:31 BST
Control Panels   Operational
DNS   Operational
Webservers   Operational
Mailservers   Operational
Premium Hosting   Operational
VPS & Hybrid Servers   Operational
Dedicated Servers   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Aug 18, 2018
Resolved - This incident has been resolved.
Aug 18, 12:42 BST
Investigating - We are currently seeing abnormal behaviour on this server, and are investigating the causes.
We expect to have it back to normal operation soon, and apologise for any inconvenience caused.
Aug 18, 09:04 BST
Aug 17, 2018

No incidents reported.

Aug 16, 2018

No incidents reported.

Aug 15, 2018

No incidents reported.

Aug 14, 2018

No incidents reported.

Aug 13, 2018

No incidents reported.

Aug 12, 2018

No incidents reported.

Aug 11, 2018
Resolved - This incident has been resolved.
Aug 11, 09:40 BST
Identified - We are currently aware of a problem affecting servers on this kvmhost, we are currently investigating this and hope to resolve the problem as soon as possible. We apologise for the inconvenience caused.
Aug 11, 09:21 BST
Resolved - This incident has been resolved.
Aug 11, 09:37 BST
Monitoring - kvmhost97 is now back online and fully operational. If there any issues remaining, please contact support.
Aug 8, 10:53 BST
Update - The last KVM Host we are working on now is "kvmhost97". If for any reason you still see your VPS or Hybrid Server as powered off, do power on and let us know via support if you have any issues with it booting.
Aug 8, 07:08 BST
Update - Here is the current updated list of KVM Hosts still being worked on -

kvmhost71, kvmhost125, kvmhost21, kvmhost267, kvmhost279, kvmhost321, kvmhost92, kvmhost97

We hope this will complete very shortly.
Aug 8, 05:04 BST
Update - Here is the current list of KVM hosts that include some that were missed previously -

kvmhost140, kvmhost21, kvmhost125, kvmhost253, kvmhost256, kvmhost267, kvmhost273, kvmhost279, kvmhost71, kvmhost92, kvmhost96, kvmhost97, kvmhost103, kvmhost175, kvmhost207, kvmhost214, kvmhost230, kvmhost275, kvmhost314, kvmhost321, kvmhost322, ssd327
Aug 8, 03:39 BST
Identified - The scheduled maintenance window for the previously published VPS and Hybrid KVM host work (http://www.heartstatus.uk/incidents/m93y4yv2cyyv) has closed, however some KVM's are still completing their updates which is taking much longer than expected.

We do apologise for the inconvenience caused. We hope that this will complete very shortly.

These are the KVM hosts that are still being worked on presently -

kvmhost207, kvmhost21, kvmhost249, kvmhost253, kvmhost256, kvmhost260, kvmhost267, kvmhost273, kvmhost275, kvmhost279, kvmhost38, kvmhost69, kvmhost71, kvmhost72, kvmhost75, kvmhost92, kvmhost96, kvmhost97, kvmhost99, ssd327
Aug 8, 03:14 BST
Aug 10, 2018

No incidents reported.

Aug 9, 2018
Completed - The scheduled maintenance has been completed.
Aug 9, 11:47 BST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 9, 10:00 BST
Scheduled - Live Chat will be be unavailable due to maintenance and will last around 1 hour. Please refer to our ticket and phone support channels in that time period. We apologise in advance for any inconvenience this may cause.
Aug 9, 09:32 BST
Aug 8, 2018
Completed - The scheduled maintenance has been completed.
Aug 8, 03:00 BST
Update - Update - There are some KVM hosts that are taking much longer than expected to complete their updates, however we expect these to complete very soon. For the time being do not try to power your server back on - when the work has completed all virtual servers will be powered on and booted automatically. If you still have an issue after the work here is marked as 'completed' do please contact us. Apologies for the inconvenience.
Aug 8, 02:44 BST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 7, 23:00 BST
Scheduled - We will be performing critical updates to our VPS & Hybrid environment, specifically kernal updates to the KVM hosts. During this maintenance, hosts will need to be rebooted.

To help us, please shut down your server safely before 23:00 on Tuesday, 7 August 2018. We will attempt a safe power down of your server before we reboot the host machine, but if this fails for any reason, you may have problems with your server upon reboot.
Jul 20, 11:10 BST
Aug 6, 2018
Resolved - This incident has been resolved.
Aug 6, 07:28 BST
Identified - The shared hosting mail server "mail177" has been experiencing intermittent connectivity and mail delivery issues. We are aware of the problem and are working to resolve this as soon as possible. Apologies for any inconvenience caused.
Aug 2, 08:06 BST
Aug 5, 2018

No incidents reported.

Aug 4, 2018
Resolved - This has now been resolved, all machines are now back online and running.
Aug 4, 10:40 BST
Identified - We are currently aware of a problem affecting this hybrid kvmhost, devices on this host are currently offline whilst we investigate further. We hope to have this resolved as soon as possible.
Aug 4, 09:40 BST