http://support.madasafish.com/service-status.html Madasafish Service Status en-gb Thu, 28 Aug 2008 11:10:09 BST Thu, 28 Aug 2008 11:10:09 BST support@madasafish.com (Support Madasafish) care@madasafish.com (Care Madasafish) http://www.madasafish.com/fe_images/madasafish/rss_logo.gif http://support.madasafish.com/service-status.html 140 29 http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7176 This is an update to the power problems we suffered at our Customer Support Centre yesterday. We are pleased to report that there have been no further outages. Our telephone lines are up and running and our support staff have full access to all internal systems. Apologies once again for any inconvenience you may have experienced yesterday. Kind Regards, Bob Pullen Customer Support Thu, 21 Aug 2008 07:43:39 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7176 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7174 This is an update to the previously reported problems sending email to certain addresses, notably those hosted by Hotmail. Our monitoring would suggest that there are now normal volumes of messages being sent through our servers and we have put sufficient measures in place to minimise the potential for these to be used by spammers. Despite this, some of our servers are still blocked by Hotmail and you may still be having problems sending to Hotmail addresses. We have tried contacting Hotmail again today to ask why we have not yet been removed from their blacklisting systems. We're sorry for the continued problems this is causing and would like to thank customers again for their continued patience. Kind Regards, Bob Pullen Customer Support Wed, 20 Aug 2008 16:26:47 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7174 Service Status http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=services&guid=7173 When's this work happening? This coming Sunday, 24th August at 12:45am. What does it affect? Customer Support Centre availability. How long will it take? About an hour. What does the work involve? We will be testing the the migration of our telephony systems to a new switching appliance. This is to make sure that there will be no major problems when we make this change permanent at the end of the month. Is it likely to cause problems? Only if you need to telephone the Customer Support Centre. They will not be available between 1:00am-1:30am and 5:30am-6:00am. If you try ringing during these times then you are likely to hear an engaged tone. Is there anything else I need to know? No. Kind Regards, Bob Pullen Customer Support Wed, 20 Aug 2008 15:49:21 GMT http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=services&guid=7173 Planned Maintenance http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7171 This is an update to the earlier postings about the recent loss of power to our Customer Support Centre. Power has been restored and our telephony systems are back up and running again. This means that you can now contact the Support Centre by phone as normal. We also have full access to all of our internal systems. We will continue to monitor the situation and will clear this Service Status thread later on today once we are confident that there will not be a reoccurrence of the problem. Please accept our apologies for the inconvenience. Kind Regards, Bob Pullen Customers Support. Wed, 20 Aug 2008 14:50:35 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7171 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7170 This is an update to the posting we made earlier about the recent loss of power to our Customer Support Centre. Unfortunately we have just suffered a second power outage that has affected the routing of inbound calls to our Support Centre. This means that you will not be able to reach us by telephone. Customers can still get in touch using our online ticketing system however turnaround times will be longer than normal due to this afternoon's problems. Investigation into the cause of the problem continues and further details will be provided as they become available. Please accept our apologies for the continued inconvenience. Kind Regards, Bob Pullen Customers Support. Wed, 20 Aug 2008 12:49:29 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7170 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7169 This is an update to the posting we made earlier about the recent loss of power to our Customer Support Centre. Power has been restored and our telephony systems are now operational again. This means that customers should now be able to contact the Support Centre by phone. Access to our internal systems is still slightly intermittent however we expect service to be fully restored during the next 20 minutes. We're sorry for any troubles this outage may have caused you. Kind Regards, Bob Pullen Customer Support Wed, 20 Aug 2008 12:22:20 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7169 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7168 We have recently suffered a complete power outage at our Customer Support Centre which has affected both our primary and backup power supplies. This has unfortunately left us without access to any internal systems. Our telephony systems are also affected meaning that customers will be unable to call us for support. Customers can still get in touch using our online ticketing system however turnaround times will be longer than normal whilst our systems are down. Our engineers are currently working to restore power and further details will be provided as they become available. Please accept our apologies for the inconvenience. Kind Regards, Bob Pullen Customer Support Wed, 20 Aug 2008 11:26:40 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=services&guid=7168 Service Status http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=portal&guid=7166 Maintenance Window:- Wednesday 20th August 00:00am-07:00am Service Affected:- Faults, portal and member centre access. Duration of expected customer impact:- Approximately one hour. Detailed description of work to be performed:- We are upgrading the version of Java on our workplace systems. This is the notice for the first half of the work (we are upgrading the four servers in two groups of two, the remaining upgrade will be done next week). Expected customer impact:- The portal will be inaccessible between the hours of 4am - 5am when holding pages will be in place. Otherwise no customer impact is expected. Other Notes:- None. Kind Regards, Matt Taylor Customer Support Tue, 19 Aug 2008 14:13:04 GMT http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=portal&guid=7166 Planned Maintenance http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=adsldial&guid=7164 When's this work happening? Tomorrow morning, 19th August at 8:00am. What does it affect? Broadband connectivity. How long will it take? About 5 minutes. What does the work involve? We need to disconnect a small number of broadband customers from the Internet. This is being done to ensure that our bandwidth is distributed as efficiently as possible across the platform. Is it likely to cause problems? Not really. If you're one of the customers who are disconnected then you should be able to reconnect almost immediately. Is there anything else I need to know? If you can't get back on line then try turning of your modem or router for 30 minutes before trying again. Kind Regards, Bob Pullen Customer Support Mon, 18 Aug 2008 13:54:08 GMT http://www.madasafish.com/support/service-status.html?action=maintenance&ispservice_id=adsldial&guid=7164 Planned Maintenance http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7161 This is an update to the previously reported problems sending emails to certain addresses, including those hosted by Comcast, Hotmail and Tiscali. We have recently received further reports from customers having difficulties sending to Hotmail addresses. Our network engineers are looking into this as we believed the problem to be fixed. Whilst we have been removed from most other blacklists, there are still a number of providers who are proving slow to respond to our requests. We're sorry for the problems this is causing and would like to thank customers again for their continued patience. Kind Regards, Bob Pullen Customer Support Thu, 14 Aug 2008 16:53:21 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7161 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7160 This is an update to the posts we made earlier today about certificate errors customers were experiencing when trying to access webmail.madasafish.com. You can see a copy of the last post here - http://snipurl.com/3g1ia Our network engineers have made a number of configuration changes to the servers and replaced the certificate being used. We now believe the problem to be resolved. You may receive a warning about the certificate changing the next time you visit Webmail however once accepted this will not appear again. Sorry for any inconvenience caused by this problem. Kind Regards, Bob Pullen Customer Support Thu, 14 Aug 2008 15:54:44 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7160 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=adsldial&guid=7158 This is an update to the posting we made earlier about problems you may have been experiencing when trying to connect to the Internet. A copy of that post can be seen here - http://snipurl.com/3g1b3 Our network engineers have identified a problem following the work we carried out on our RADIUS servers this morning. We have now rolled back these changes and customers should now be able to connect as normal. We're sorry for any problems you may have experienced as a result of this issue. Kind Regards, Bob Pullen Customer Support Thu, 14 Aug 2008 15:35:03 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=adsldial&guid=7158 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=adsldial&guid=7157 We are currently aware of a problem that is stopping some broadband customers from being able to connect to the Internet. When trying to connect you may be presented with errors or a message advising you that your username or password is incorrect. Our network engineers are currently investigating. We're sorry for any problems this might be causing you and further details will be provided as they become available. Kind Regards, Bob Pullen Customer Support Thu, 14 Aug 2008 13:27:17 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=adsldial&guid=7157 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7156 We have been made aware of a potential phishing email sent to a number of random addresses ending in @madasafish.com. This email claims to have been sent from the Madasafish Customer Care Unit, and goes on to state that your account will be closed down within 48 hours unless you supply your account information, including the password, by replying to the email. We would like to confirm that this email has NOT been sent by Madasafish and is a phishing email. Please do NOT reply to any suspicious emails similar to this with any personal details. We will never ask you to confirm your password or other details via an email. Thank you for reading. Kind Regards, Bob Pullen Customer Support Thu, 14 Aug 2008 13:05:28 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7156 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7155 This post is to follow up the certificate errors reported on webmail. We have a fix in place which involves replacing the certificate. You may see that the certificate shows up as *.madasafish.com once this work has completed. It was previously webmail.madasafish.com. We'll post an update later today once we confirm this has been fixed. Sorry about any problems this is causing. Kind Regards, Chris Parr Thu, 14 Aug 2008 09:56:08 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7155 Service Status http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7154 You may notice some certificate errors when browsing to our webmail login at webmail.madasafish.com. We've passed this up to our networks team and they will resolve this as soon as possible. We'll provide an update on this as soon as we get more information. Sorry about any problems this is causing. Kind Regards, Chris Parr Thu, 14 Aug 2008 08:18:36 GMT http://www.madasafish.com/support/service-status.html?action=messages&ispservice_id=email&guid=7154 Service Status