Update - We have seen improved performance and no further issues relating to this mail server, we will continue to monitor this for the next 24 hours.
Oct 14, 13:39 BST
Update - We're seeing improved performance on this server following works carried out today to move some mailboxes to other servers.

We're going to continue to monitor the server and will provide further updates tomorrow.
Oct 12, 23:30 BST
Update - The mail server is still under high load, resulting in limited and unreliable mail connections.

We are trying to increase available connections whilst also balancing this increase against the load increasing further. This balancing is only a short term solution, our System Administrators are looking at a way to reduce the load and allow all connections to be made correctly to the mail server.

The current plan to resolve this is to move specifically selected domain's mailboxes off the mail server and then on to another mail server which should reduce the load dramatically. These domains have been selected as they are the largest legitimate consumers of resources on the server and limiting the total number of domains moved makes the process as fast and efficient as possible.

These migrations have been completing steadily and we expect the last ones that will be required to be finished by the end of the day today, though performance has already been improving once the migrations have finished this will free up even more resources in itself and we are confident that should resolve the issue almost completely and further impact should be minimal if it's present at all. Our System Administrators have already taken action identifying and disabling any services that can be currently considered extraneous.
Oct 12, 14:26 BST
Update - We are still monitoring the connectivity of mail124, and are in the process of implementing a resolution. We will provide further updates when we have this available.
Oct 12, 09:27 BST
Update - At this moment in time we are continuing the monitor the changes which have been made over the last 24 hours which have allowed some additional connectivity to mail124. We understand that some users will still experience difficulties in connecting and we will look into further ways of improving this as soon as possible.
Oct 11, 23:45 BST
Update - Further changes are still being carried out which will resolve the underlying problem and return a greater level of stability to this server. We hope you continue to be patient with us.
Oct 11, 15:29 BST
Update - We have made an alteration this morning which should help with the connection problems, there will still be a reduction in the stability at the moment, however we are working on a solution to this problem and intend to get this done as soon as possible.

We will keep this status page updated with the latest. Again, we apologise for the inconvenience caused.
Oct 11, 11:40 BST
Update - We are still looking into this and hope to have more information shortly.
Oct 11, 08:43 BST
Update - We are continuing to work on improving services on mail124, in the mean time those with mailboxes on this server may experience difficulties accessing their emails. We hope to have this sorted as soon as possible.
Oct 10, 22:45 BST
Update - We are continuing to monitor mail124 whilst our teams work to improve stability for those users who are still experiencing problems.
Oct 10, 17:08 BST
Monitoring - Mail flow has returned to an acceptable level and the mail server is performing better, some users may notice intermittent problems as we further make changes to help mitigate and resolve this problem.
Oct 10, 14:59 BST
Identified - We are currently seeing a partial loss of external connectivity to this server, this is currently being investigated and we expect to have this back to normal operation as soon as possible. We apologise for the inconvenience caused.
Oct 10, 12:47 BST
Update - Further problems were identified of which caused the server to delay emails, this has now been resolved and mail flow is returning to a steady pace.

We apologise for the inconvenience.
Oct 10, 09:16 BST
Monitoring - Mail services on mail124 should be back to normal now.

Please advise our teams if you encounter further problems.
Oct 9, 23:39 BST
Update - We are continuing to investigate problems on mail124. At this moment in time we understand that users may not be able to log into mailboxes or send/receive emails.

We're working to resolve this as soon as possible.
Oct 9, 20:15 BST
Update - We are continuing to investigate this and expect to have this resolved shortly.
Oct 9, 17:12 BST
Investigating - We are currently experiencing some temporary connectivity issues with Mail 124. This has been identified and is currently being resolved.
Oct 9, 14:40 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
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
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
Oct 16, 2018
Resolved - This incident has been resolved.
Oct 16, 05:42 BST
Investigating - We are currently seeing abnormal behaviour on these servers, and are investigating the causes.
We expect to have them back to normal operation soon, and apologise for any inconvenience caused.
Oct 16, 05:14 BST
Oct 15, 2018

No incidents reported.

Oct 13, 2018

No incidents reported.

Oct 10, 2018
Resolved - This incident has been resolved.
Oct 10, 12:04 BST
Monitoring - A fix has been implemented and we are monitoring the results.
Oct 10, 11:39 BST
Investigating - We have identified an issue affecting mailboxes on mail177, we expect to have these problems resolved as soon as possible. Please accept our apologies for any inconvenience.
Oct 10, 11:01 BST
Oct 9, 2018
Resolved - This incident has now been resolved and services have returned to normal. If your still noticing any further issues with your services, then please contact our support team.
Oct 9, 17:07 BST
Monitoring - All kvmhosts are now back online. Our administrators are continuing to monitor the situation, but we believe all services are now back to normal operation.
Oct 9, 14:13 BST
Update - All services are now back online, with the exception of the following kvmhosts:
kvmhost114, kvmhost134-136, kvmhost138-141, kvmhost146-149, kvmhost245, mvps348, mvps351, ssd242-243, ssd346. Our engineers are continuing to work on these.
Oct 9, 13:50 BST
Update - Some services are now returning to normal functionality. Anything remaining offline is actively being worked on.
Oct 9, 11:17 BST
Identified - Our engineers have identified the root cause of the issue and we are working on a resolution. We would like to apologise for any inconvenience caused.
Oct 9, 09:41 BST
Investigating - We are currently experiencing some network connectivity issues in our data centre. Our most senior networks team is currently investigating this as a top priority, and we will update you here again as soon as possible. Apologies for any inconvenience caused.
Oct 9, 07:28 BST
Oct 8, 2018

No incidents reported.

Oct 7, 2018

No incidents reported.

Oct 6, 2018

No incidents reported.

Oct 5, 2018
Resolved - This incident has been resolved.
Oct 5, 13:53 BST
Investigating - We have received numerous reports and are aware of slow and intermittent network connectivity affecting a small range of our dedicated server solution, our networks team are working to resolve this problem as soon as possible and we apologise for the inconvenience caused.
Oct 5, 09:19 BST
Completed - The scheduled maintenance has been completed.
Oct 5, 09:08 BST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 3, 22:00 BST
Scheduled - We will be performing network maintenance at this time. VPS on the following hosts will lose connectivity for the duration of the work.

kvmhost61, kvmhost62, kvmhost63, kvmhost64, kvmhost69, kvmhost70, kvmhost71, kvmhost73, kvmhost72, kvmhost74, kvmhost75, kvmhost76, kvmhost111, kvmhost119, kvmhost244, ssd116
Sep 27, 11:13 BST
Resolved - This incident has been resolved.
Oct 5, 07:41 BST
Identified - We have received numerous reports and are aware of slow and intermittent network connectivity affecting a small range of our dedicated server solution, our networks team are working to resolve this problem as soon as possible and we apologise for the inconvenience caused.
Oct 4, 19:30 BST
Resolved - This incident has been resolved.
Oct 5, 01:35 BST
Identified - We are aware of issues regarding the VPSs on this KVM host server. We are working towards a resolution and we apologise for the inconvenience caused.
Oct 4, 16:43 BST
Oct 4, 2018
Resolved - This issue has been resolved, and our services are returning to normal functionality. We will continue to monitor for any further issues.
Oct 4, 13:52 BST
Identified - The connectivity issues have been caused by a fault in networking services and our networking team is currently working on the problem to resolve it and restore connectivity to our services. We will update this as soon as further information becomes available.
Oct 4, 13:25 BST
Investigating - We are currently experiencing a temporary issue with some services. Some customers may not be able to login to their accounts.We expect to have them back to normal operation soon, and apologise for any inconvenience caused.
Oct 4, 12:16 BST
Oct 3, 2018
Resolved - This incident has been resolved.
Oct 3, 20:19 BST
Monitoring - We're seeing improved stability for the connectivity on these KVM hosts.

We'll keep this incident open and continue to monitor the situation.
Oct 3, 15:32 BST
Investigating - We're currently investigating connectivity related problems on several kvmhosts.

More information will be provided as soon as possible. We apologise for any inconvenience caused.
Oct 3, 13:48 BST
Resolved - This incident has been resolved.
Oct 3, 11:40 BST
Investigating - We are currently having adverse performance on these servers, and are investigating the causes.
We expect to have them back to normal operation soon, and apologise for any inconvenience caused.
Oct 3, 08:19 BST
Oct 2, 2018
Resolved - This incident has been resolved.
Oct 2, 16:18 BST
Investigating - We're continuing our work to improve the intermittent connectivity problems some users are still experiencing.

We appreciate you patience as we work towards resolving this.
Oct 1, 12:09 BST
Identified - We have identified an issue affecting some websites on web133, we expect to have these problems resolved as soon as possible. Please accept our apologies for any inconvenience.
Sep 26, 14:08 BST