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Virgin.net E-Mail Knocked Offline by Tucows Hardware Failure

Posted: 14th Aug, 2008 By: MarkJ
Several Virgin.net customers have this afternoon informed ISPreview that they've been unable to access e-mail for nearly two days. Virgin Media's service status page has also proven somewhat less than productive, offering only the following explanation:

13/08/2008 - Due to a temporary fault, we are experiencing difficulties with the Virgin.net email and webmail services meaning that customers may be unable to Send and Receive their email.

We are working hard to resolve the fault and hope to resume normal service as soon as possible.

Virgin Media informs us that the fault was caused by a hardware failure at one of their suppliers (Tucows OpenSRS platform), which is known to be impacting a number of other ISPs too. Spokespeople for both Tucows and Virgin Media have since offered the following statements:

A Tucows spokesperson said: "Tucows suffered a series of unanticipated hardware failures that have unfortunately left a number of customers from various ISPs with no, or limited access to their email accounts. We are working around the clock to resolve this issue and are in close communication with the ISPs to help in minimizing the impact of this service interruption. We deeply regret the inconvenience this has caused."

A Virgin Media spokesperson said: "Since 9pm Tuesday some customers on our Virgin Media DSL service may have been unable to access email or webmail. This was due to a hardware fault suffered by one of our email suppliers affecting a number of ISPs, however no customers on our cable service were affected. We have been working closely with our supplier to restore services, with a partial fix now in place.

All affected customers are now able to check their email through the webmail service, with full service already restored to a third of affected customers. Due to the nature of the failure, some old emails from the time of the outage may not be immediately accessible, but will be delivered gradually during the day. We apologise for any inconvenience caused.
"

We're assured that Virgin has been working around the clock to try and resolve these problems and further details can be found below (not all related to Virgin):

http://status.opensrs.com/
http://opensrs.com/blog/
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