[Resolved] Server 28 Email Issue
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Monday, 18th November, 2013
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15:08pm
Update: 1 December 2013: We have confirmed the IP from server 28 is now removed from all blacklists. The server is still routing email through our mailbackup server. We need to schedule a change back to sending email directly but we can do this at an off peak time and this will not take long. Thanks for your patience on this.
Update 11.40am: Someone on chat just asked why this happened. This is a shared server where every user shares the same IP address. One user on the server was spamming which caused the IP to be blacklisted so this is why every other user was affected. This unfortunately is a disadvantage of shared hosting which is always the cheapest form of hosting but which has its drawbacks as you can see here. We do offer some premium business plans that have a dedicated IP address and each user needs to weigh up the cost benefit of an upgrade if that works for them.
Update 11.35am: Apologies for the additional issue we experienced. We have resolved this. The temporary server we set up to relay the email (as the main IP was blacklisted) was conflicting with incoming emails. We have resolved the issue and we tested with gmail, outlook (hotmail) and yahoo mail and all email was sent and received successfully
Update 11.10am: Some users are reporting they now cannot receive emails sent to them on server 28 - this is a different issue and we are looking into this now.
Update 10.30am: We discovered one user on this server with a spamming script. We are not sure how we missed this yesterday and apologise for that
This account has been suspended and we have determined there is no more spamming - we have switched the mail IP and emails are flowing again. We are continuing to monitor this.
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We are aware of an ongoing email issue with Server 28 email. We are working to resolve it. It appears the IP address has been blacklisted so email is not being delivered to certain email addresses.
We are firstly looking on this shared server to determine the source of the spam. Once we determine it we will work to resolve. This is getting top priority.
Apologies if you were on live chat talking to us about this issue. At one point we had ten chats meaning staff were taking chats and not working to fix the issue. Management have disconnected them to free our senior admins to work on this issue. All relevant information will be posted here regularly.
