At approximately 01:00am this morning our primary datacentre suffered a complete power outage.
This meant that most of our internal systems, portals, and email were unavailable.
Our network engineers worked to restore the primary services, and internal systems and portal access are now available.
We are continuing to experience problems with email services, and are working on restoring mail access as our priority.
We will provide a further update as soon as possible, and would like to thank you for your patience whilst we resolve these issues.
Please note that we don’t usually post service status notices on to the Community Site, however as the service status feed isn’t updating correctly to reflect the problems we are posting this here. Any further updates will be made on our usual service status post which can be found here:-
As the service status threads are working correctly this post has been removed from the front page of the Community Site.
The following report provides a detailed account of the incident that resulted in the loss of legitimate customer email during the day and evening of Wednesday 22nd August. We would again like to express our sincere apologies for this disruption to your email service. Everyone at PlusNet understands the importance of email, and we do recognise the inconvenience this problem has caused.
Following-up on the webmail incident report, we pledged to provide answers to any remaining queries which the original report didn’t address. We have answered as many of those questions as we can here, although primarily for reasons of ongoing platform security there are a number of questions asked that we have not provided direct answers to.
Since May, we have been focused on a 90 day plan which we formulated following the webmail incident. This combines a number of sub-projects, some of which were already in progress before the event (Such as ensuring PCI compliance), and others that have come about as the result of the adoption of harder security standards across our operation. This has ranged from internal doors being locked down with biometric access, to the rebuilding of servers and other network elements with a view to application standardisation and code consolidation (which will have the added benefit of making future developments simpler and more robust). The project also includes publishing our data retention and privacy policies and ensuring these are implemented fully in all parts of our operation.
The Webmail Incident Report is re-produced below. This will be distributed to customers via our newsletter soon. More…
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