We'll report any known service issues on this page, including any planned maintenance.
You can contact us via your customer portal, our contact page or via phone on 0333 773 3000.
We are investigating reports of errors when making or trying to make Direct Debit payments via the portal.
This has been resolved by the Direct Debit provider and previous transactions have all been processed.
This issue is ongoing and we are still waiting on our Direct Debit processor to correct the issue.
Please continue to make payment by Card or PayPal in the interim.
We have received a response from our Direct Debit processor.
This issue appears to be due to a change they have made on the type of account we have, which is considered legacy from when it was setup in 2014.
They are currently looking at solutions and we should hopefully be able to put a technical workaround in place to process any outstanding invoices.
Payment can be made manually via Card or PayPal via the portal in the interim.
This issue has been raised with our Direct Debit provider. We are currently getting errors when communicating with their API.
This is affecting one-off payments and normal recurring payments.
In the interim, please make a manual payment via Card or PayPal as there is no work around for Direct Debit until we ascertain the cause.
A case has been raised with the provider and we are awaiting a response.
The server has stopped responding, engineers are en route to check.
Following the repeat issue on the server, there will be planned work to replace the chassis of the hardware which will save time compared to diagnosing the components individually.
Customers will be contacted in the next few days for the work and an outage of service expecting to be approximately 1 hour will occur.
We have seen the same behaviour on this server again.
We will be restoring the server and planning a hardware change.
This is now resolved and repaired.
We apologise for the longer than expected downtime.
This work is ongoing and has come up with some complications following the drive replacement.
Our engineers continue to work to restore service.
The drive replacement has started on the server
We were able to see errors on the console this time.
One of the NVMe drives appears to be erroring causing kernel panics.
A replacement of the drive will be planned and this status updated. Some downtime may be requied because of this.
This server appears to have stopped responding again.
We are investigating and if there are no log entries to indicate why, a hardware replacement will be carried out at a future time.
There are no errors in the logs which would indicate the reason for failure after a reboot.
The server is back online and we will continue to monitor.
No incidents reported