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.
We will be upgrading the software on the switch in rack O11.
This will affect some shared/reseller servers as well as some dedicated server customers.
Expected downtime will be less than 5 minutes and will begin shortly after the start of the incident window.
This work is required to ensure the switch software remains up to date and secure.
Further to the status posting last week, we need to take this server down to replace the iDRAC (remote management) card.
This work will start after the maintenance window and is expected to take 30 minutes.
We have been alerted to errors when ordering SSLs.
Two specific errors are being returned by Sectigo and this appears to be due to an order build issue on their systems. We are placing the order with them as soon as payment is complete and they are returning an order ID but then not building the order against it, either with an invalid product, or unallocated credit error.
We have seen this before and it was quickly fixed within their API and have raised the issue with them again. Due to the weekend, we are unlikely to hear from them but will chase on Monday.