After yet more horrific, hair-tearing days of no Outlook access thanks to Fasthosts server problems I was shocked to receive an unsolicited email of apology from their customer services director. Very nice but still doesn't compensate me for two days of lost productivity Simon!
I am writing to update you on an issue that occurred intermittently for some of our POP Mail customers this week. Whilst this issue only affected a small percentage of our customers I note that your email account was on the infrastructure concerned and therefore wish to update you. Upfront I would also wish to apologise unreservedly if you or your business was in anyway affected by this incident. We are at an advanced stage in the process of implementing an improved and more resilient email platform, and unfortunately we encountered some unusual issues with balancing user access to the service which caused a temporary disruption. This led to a proportion of our email clients only having intermittent access, and a small number of customers having problems over a more prolonged period. Our operations team restored the service for affected customers as quickly as possible, and all mailboxes were fully restored by 6:00pm yesterday. Please note, no emails were lost through this service disruption as all emails sent during the issues were queued and subsequently delivered when the issue was resolved. We are fully committed to ensuring an effective service for our customers and are making significant investments to ensure our services are market leading and regret on this occasion a small number of our customers were impacted during our infrastructure upgrade. Apologies again if you were impacted and thanks for your continued business.
Yours Sincerely
Simon Yeoman
Customer Services Director
Fasthosts Internet Ltd.
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