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Current Service Status Announcements
06.07.08 15:07 Hotmail issues
Currently we are having a few issues with regards to sending emails to Hotmail and other Microsoft products. We suspect that this should be resolved soon, and we will be sure to let you know.
04.07.08 16.30 SiteControl/SiteMail Access
Access to SiteMail and various features of SiteControl has now been restored for all Hostway customers.
04.07.08 Support Response times
Due to the incredibly high volume of tickets and phone calls over the last week; please be aware that responses to your queries may take longer the usual. We hope to have response times back to normal later today.
If you have any direct queries or complaints please address them to customerservice@hostway.co.uk and not to support@hostway.co.uk so that the Support team can deal predominately with any technical queries.
03.07.08 MS Exchange: Online
Our MS Exchange service is now online. Our Systems team have been able to recreate the mailboxes and are now restoring the mail to these.
NOTE: You will currently not have any previous email in your mailboxes. The decision was made to recreate blank data stores so that customers would be able to send/receive mail. The Systems team are now running through the process of restoring email to these data stores.
02.07.08 Exchange Outage
We have had numerous requests for a more detailed explanation of the MS Exchange issue:
On Friday the 27th June our Systems teams were alerted of a log file quota issue on our hosted MS exchange server. After a service restart data corruption errors were reported. Since late Friday our engineers were investigating the cause of this corruption and the possibility of fixing this. Saturday/Sunday disk checks were performed along with further diagnostic checks, a data restore tool was run and continued through Sunday evening only to fail Monday afternoon. More checks were done and the data restore tool run again. Due to the total disk/data size these restore actions take over 40 hours to complete. Currently the Systems team are waiting for the Exchange Mailbox restore process to complete at a rate of roughly 1 hour per GB. This last process was started Tuesday afternoon (Tuesday) and is still running.
We apologise for the delay in getting this service restored but we are at the mercy of the amount of data that is being checked/restored/fixed and the tools that Microsoft have available for their technology.
Please note: This is not related to the current email migration.
>Email Migration Instructions
Over the last month or so, we have been undertaking an important upgrade and consolidation of all our POP/IMAP email platforms (non-exchange), into a single, purpose-built mail cluster called 'MFG' (Mail Filter Gateway).
If your email client is alerting you of send/receive errors, it is mostly likely because your domain has just been migrated to the new MFG mail platform. Post migration, there are some settings that most customers will need to update.
Please read the 'POST MIGRATION Quick Checklist' below initially and make the necessary changes.
You can also follow the more detailed instructions in our MFG Email Migration Guide.
POST MIGRATION 'Quick Checklist'
Post migration, there are some settings that most customers will need to update.
In order to get your emails working again please open your Outlook (or any other email client you are using) and make sure of the following settings:
user: the whole email address
password: same as before
email address: the whole email address
POP3 server: pop.yourdomain.com
SMTP server: smtp.yourdomain.com
Replace "yourdomain.com" with your actual domain name. If you email address is "john@examplecompany.com" then your domain name is "examplecompany.com"
Please go to "more settings" and click on the second tab. Make sure the box "My outgoing SMTP server requires authentication" is ticked.
Close Outlook (or other email client) and reopen it again. This should be applied to all accounts in this domain.
If you are still having trouble with your email please check that you are looking at our nameservers. To do this please put your domain name into one of the below whois searches. Please check to see if the following are listed:
ns0.securepod.com
ns1.securepod.com
For all domains OTHER THEN .co.uk
Whois search
For all .co.uk
Whois search (top right)
If you do not see the above nameserves listed then please call or email our Support Team and we can guide you through the rest of your setup.
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Keeping up with News and Alerts from the Hostway Team
*NEW* Receive News and Alerts directly to your desktop!
We now have a new Elertz™ notification tool that we'd encourage all
Hostway customers to install. Completely avoiding email, the Hostway
Elertz toolbar quite magically delivers real-time service alerts and
other notices to your browser, putting you in the driving seat in
terms of knowledge about what's going on on the Hostway network, and
allowing us to keep you up-to-date. Just visit the News section of
your SiteControl to download, and give it a whirl today or go
here for more information!
Hostway are committed to providing the most reliable and easy-to-use
hosting tools and services to our customers. Our Systems & Support
teams work very hard every day to ensure we provide the best
possible service we can.
Occasionally, when they are experiencing
periods of high demand through phone and email, it may take a little
longer for us to respond, and so we recommend that customers
regularly check the Home page of SiteControl (your customer account
control Panel), where all announcements relating to service
interruption are posted.
You will need your Hostway CustomerID and password in order to log
into SiteControl. If you are unable to log in or have not found a
notice in SiteControl related to your issue, please contact
our Support Department
directly via email or by creating a Support Ticket in
SiteControl.
Alternatively, please call +44 (0)845 230
1880 if you wish to speak to one of our Support Agents.
By assisting us in this way, we are better able to support
you. Thank you for your understanding and rest assured we will work
to address any issues affecting your service.
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