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Technical Infrastructure Status

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This announcement has been resolved, no further updates are expected.
Incoming Email Delays
We are currently aware of an issue with our mail cluster causing mail to be delayed.

The email content filters, which try to reduce the volume of incoming spam email, are currently under high load, and this has created a back-log of emails coming into the cluster, which are still gradually making their way through the network.

> Will I receive my missing emails?
Yes, the emails are queued and will still be delivered to your inbox, but not as quickly as you may be used to.

> Is there a time frame?
We do not have a current time frame for resolution of this incident, once the current back-log has passed through the email cluster, normal mail service will be resumed.

> Should I ask the sender to re-send the email?
No, please do not ask the sender to re-send the email to you, this only causes more back-logged mail and slows down the resolution of regular service.

If you have any further questions regarding this announcement please feel free to open a support ticket to the support department.
Updated by Ben H. on 12th Aug 2019 @ 09:17am
Incoming Email Delays
Load on the content filters is now back to normal. The backlog of email will still take some time to pass through, but things should be back to normal before too long.
Updated by Ben H. on 12th Aug 2019 @ 10:13am
Incoming Email Delays
The backlog is still being processed, we're still unable to give an estimate for when this will return to normal but are working on this as a priority.
Updated by Arran Short on 12th Aug 2019 @ 11:05am
Incoming Email Delays
Additional resources have been added to help with the backlog.

We appreciate your patience while we work through the delay.
Updated by Arran Short on 12th Aug 2019 @ 13:02pm
Incoming Email Delays
We are still working on clearing the email queue, this will take time and your patience is appreciated.

There is currently no eta for when the queue will be cleared.
Updated by Phillip Backhouse on 12th Aug 2019 @ 14:15pm
Incoming Email Delays
Emails are now leaving the email cluster faster than they're arriving, which is an improvement. There are still thousands of emails in the queue on the email cluster, though, so it will be some time before this is fully resolved.
Updated by Ben H. on 12th Aug 2019 @ 15:13pm
Incoming Email Delays
Emails have continued to be processed through the queue and the last remaining messages should be processed in the next few hours.
Updated by Eric B. on 13th Aug 2019 @ 00:21am
Incoming Email Delays
The email backlog has now been processed.
Updated by Eric B. on 13th Aug 2019 @ 01:03am
Incoming Email Delays
Due to reducing the complexity of spam filtering to help speed up the processing of the mail queue, you may have seen an increase in spam volume over the last 24 hours. Filtering is now back to normal and, if you did see an increase in spam, that should now be dropping off again.
Updated by Ben H. on 13th Aug 2019 @ 09:10am
Incoming Email Delays
Today's attempt to bring the filtering back to full strength resulted in the queues starting to build up again, so filtering was reduced again to avoid a repeat of yesterday's unacceptable delays.
We've been working on improving the filter throughput today, but it still isn't fully enabled. Currently, only about 20% of incoming emails are being checked by the filter. Unfortunately, this does mean that you'll likely be seeing a lot more spam than usual. We are treating this issue as very high priority, and hope to have email service back to normal soon.
Updated by Ben H. on 13th Aug 2019 @ 17:35pm
Incoming Email Delays
The email filters are now back to "full power" and mail is still flowing normally. We're continuing to monitor the state of the queues closely, but we're confident this issue is now fully resolved.
Updated by Ben H. on 13th Aug 2019 @ 21:23pm