Our server team are currently investigating an issue with our DNS update system which updates customer zone files after control panel changes. Please note that this issue also affects secondary DNS. Our servers will continue to answer with older zone files, however any chances will not be honoured. We apologise for any inconvenience this will cause. We are currently following this issue up with our virtualisation vendor.
This issue was resolved by our systems team Sat Oct 31 02:01:29 GMT and was related to a VMware fault, which we are following up with the vendor.
Some of our users are seeing some problems with inbound calls if they are routed to an IVR. We are working on this now and will post an update here as soon as possible.
We apologise for any problems this is causing you.
****Update 16:21****
This problem has now been cleared by reconfiguring some internal routing. We apologise again for any problems caused by this
We are in the process of rebooting one of our ESX machines ‘Mars’, this will affect several services including our public DNS resolvers.
VoIP Customers may experience DNS related issues if phones are configured to use 193.111.200.91 and 193.111.200.191 as their DNS Servers. DSL Customers may experience an outage where web sites cannot be reached.
Our server admin team are working on this now and will try to keep disruption to a minimum. Our apologies for any problems experienced because of this
Update 12:51: Our DNS resolvers are now back online and working correctly. This issue will have resulted in a problem setting up calls. We are currently bringing back other services such as control panels are working as quickly as possible to restore any affected services.
Update 13:16: Control panel access has been restored.
We have been informed by our carrier that a large network outage is currently being experienced, which is affecting the routing of some ported numbers to the Gradwell network.
Calls inbound to ported numbers will not be terminating correctly and the calling party may either hear a pre-recorded message or the call will fail to an unavailable tone.
Our carrier is currently investigating this network outage with their engineering teams and will update us on the progress made.
This outage is only affecting telephone numbers that have been ported to the Gradwell network.
****Update****
Our telco has now fully identified the inbound call issues. They are now going through each number one by one and implementing the fix. Due to the number of entries that must be checked, we have no fixed time of completion but please be assured we, and the telco, are doing everything we can to rectify this as quickly as possible.
***Update***
Our telco advise the operation has completed over the weekend and no inbound numbers should be seing any issues.
If you still have a number which is seeing problems, please raise a support incident to support@gradwell.com and we will investigate these on a case-by-case basis. Thank you
Mailboxes stored on our ‘Yellowstone’ mail store have temporarily been unavailable due to a memory problem. The server has been restarted and is now operational. Customers may be prompted by their email clients for a password when sending or receiving. Our engineers will be performing further maintenance to increase memory of this server this evening at 22:00. We do not expect this maintenance to last more than a few minutes, during which mailboxes will be temporarily unavailable.
Update: This maintenance was successfully completed between 22:25 and 22:35.
We are currently investigating an issue related to outbound email and will update customers as soon as further information is available.
This problem has now been resolved and was identified as a temporary issue with our auditing database. We apologise for any inconvenience.
We are seeing some ISPs having routing issues to our old NAT proxy lon-ppc-3.gradwell.net, our network admin team are working on this now and we will post any updates here as soon as they are availiable.
If you are seeing any errors, please change your NAT proxy to nat.gradwell.net:5082 and this will return service.
***UPDATE - 11:24***
We have now resolved the routing issue and traffic from all sources is routing without problem. We apologise for any problems caused by this
We are removing SMTP after POP3 support from the network. This was a legacy authentication method for email clients which did not support usernames and passwords. Customers will have received periodic notifications from us that this service would be withdrawn if they were using it. The majority of mailboxes will have this featured removed today, customers who have actively been using it with the past two weeks will have received a separate email today and these customers will be gradually switched over during the next few days. No mailboxes will support this method of authentication by November 1st.
If you have difficulty sending email, please ensure you are using your correct username and password for the outbound SMTP settings as well as the inbound POP3 or IMAP settings.
Update 16:00 Thursday Oct 22nd: The majority of mailboxes have this feature withdrawn, the remaining customers who use this feature will be disabled periodically up to November 1st.
