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Major Power Failure Knocks UK Hosting Giant and ISP Fasthosts Offline

Monday, January 6th, 2014 (9:12 am) - Score 1,650

Customers of UK Internet hosting and access provider Fasthosts are gradually seeing most of their services return to normal after an “external infrastructure issue” triggered a primary power supply failure, which has caused a weekends worth of disruption for all of their services including the communication systems and status page.

The incident, which appears to have started on Saturday morning, left many customers without working websites and email addresses. The situation promptly triggered “excessive call volumes” as customers attempted to contact the support department, although many were unable to get through.

It’s understood that the providers datacentres switched over to their Uninterruptable Power Supply (UPS) whilst the backup generators kicked in and mains power was then restored a “few moments” later. Sadly this didn’t stop the outage triggering a widespread “network issue” that has resulted in nearly two days’ worth of disruption for some customers.

Fasthosts Status Update

All services are now back online, any customers experiencing problems should contact our technical support team. Due to excessive call volumes, we highly recommend you raise a support ticket through your control panel, or directly by emailing support@fasthosts.co.uk from your registered email address.

If you already have a ticket open with us, please be assured that we are working our hardest to answer all questions and address all issues as soon as possible.

We would like to thank everyone for their patience and understanding during this time.

At the time of writing some customers are still experiencing problems with their MySQL servers, emails and webspace. Anybody that is struggling to get a reply via email or the phone would be well advised to try contacting Fasthost’s on Twitter at #Fasthosts.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he is also the founder of ISPreview since 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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4 Responses
  1. DTMark

    Fasthosts supply 3 x DNS servers for their client domains. However this outage makes it apparent that all three are in the same location.

    Having at least one of them at another data centre would have meant that inbound email handled there would have been delayed, not bounced, and would also have meant that clients who originally registered their domains there only to later host their websites and/or email elsewhere would have seen continuity of service.

  2. They have always been a shoddy company. Their exchange hosting was unreliable and they renew domains without warning many, many months in advance and refuse to give refunds. I’ve avoided them for years now.

  3. Likewise. In the early days ISPreview.co.uk had an account with them but the support and service was so dire that we quickly fled to pastures new. I still see many of the same complaints occurring that we also suffered all those years ago.

    • DTMark

      I wonder if they still advertise services as “pay monthly” but in fact charge every 30 days.

      When I queried this and pointed out the over-charging I was told that the basis for the billing was the “lunar month”.

      “But we don’t live on the moon, and actually, there is no lunar month which is precisely 30 days long” (they picked the wrong person to say that to)

      Not making this up. All accounts got closed after that.

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