Welcome to the support center

In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required.

System Status

This part is updated with any planned maintenance or current system issues.

Current System Status

Microsoft Email Problems

15:56 09/06/2017

We are currently seeing a large amount of emails being deferred when sending to Hotmail/Outlook and other Microsoft addresses. This includes and domains that have emails hosted with Outlook services.

This is still ongoing, we are continuously monitoring this and will keep this page up to date with the latest information.

E-Mail Delivery to BT and Yahoo

15:57 09/06/2017

We are seeing some failures as well as delays with Mail Delivery to BT and Yahoo addresses from messages sent from our network.

We are still seeing some rejections and delayed messages to these mail providers and are continuing to work to resolve these problems. We apologise for the ongoing nature of this issue and for the inconvenience caused.

AOL - Sending Issues

15:58 09/06/2017

We are seeing that a number of rejections to AOL, this looks to be caused by a limit on their servers restricting the amount of emails that can be received from our shared mail servers. We are currently investigating, our apologies for any inconvenience caused here in the meantime.

ImageMagick Removal - Shared Windows

14:53 21/07/2017

Following a recent security evaluation of the shared Windows platform we have identified several potential vulnerabilities in the third party application ImageMagick. As the application is deemed vulnerable we will be removing it from all systems with immediate effect. We apologize for any inconvenience this may cause.

web130, web131, web132, web133 - FTP Connection issues

17:06 24/07/2017

Update 09:51 - websites on the following web-servers are currently unable to access their File System via the File Manager in the eXtend Control Panel and via FTP when connecting directly.


If urgent access is required to the File System, this is still accessible via SSH as opposed to FTP.

We expect to have this issue resolved as soon as possible.

We are currently aware of problems connecting to the FTP server on these Webservers, users will get connection timeouts and failure to connect error messages.

We apologise for any inconvenience caused.

Update 18:00 - The problem is still ongoing and we are still investigating, we apologise for any inconvenience caused.

Update 21:00 - The problem is still ongoing and we are still investigating, we apologise for any inconvenience caused.

Shared Hosting Platform

11:12 25/07/2017

Date: 25.07.2017 11:12 BST

We are aware of an issue affecting a large number of web-servers on the shared hosting platform, this may present itself in the form of "Connection Timed Out" Error responses to HTTP requests.

This issue is very intermittent and will affect random websites throughout the platform, We are investigating the cause of this, our Networks Team is working to resolve the root cause of this problem.

From what we've identified this is due to Packet Loss on the customer facing Load Balancers which handles HTTP Requests for the different Web-server clusters on the shared hosting platform.

This issue is very sporadic, making it hard to identify the source of the problem as it will resurface at random intervals affecting random clusters.

The majority of the websites on the shared hosting platform should and will still load without any issues.

Planned System Maintenance

There is currently no planned maintenance.

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