Newnet would like to advise customers of an issue with the broadband bandwidth usage which has occurred over night. This has resulted in 4-5GB of erroneous usage being applied to some users accounts for this month. This has also unfortunatly resulted in some users being placed automatically on hold for exceeding their monthly allowance. However the cause of the issue has been identified, Newnet engineers are working on the software issue and we anticipate that all affectd users will be back online shortly.

Newnet apologises for the inconvenience caused. Anyone wishing to discuss the matter further should contact the Newnet service desk via email to support@newnet.co.uk or call 0844 8549289

Update 0855. 1st Aug: As of late Saturday morning no users will be on hold for exceeding their bandwidth usage. Additionally subsequent investigation has identified that there was a section of broadband users affected rather than all accounts.   The underlying cause of this issue is being investigated and will be resolved as soon as possible. Newnet apologise again for the inconvenience caused.

Update 1725: Following investigation it has now been identified that the discrepancies experienced with some users bandwidth usage were caused by the service outage on Fri 29th July. This resulted in 4-5GB of extra usage being applied to some accounts incorrectly. Newnet has made the decision as a result of this event to remove all bandwidth usage for all broadband services, from 1300hrs 29th July until approx 5pm today 1st Aug 2011. This has therefore removed any unfair usage for those accounts affected, and any users who were not affected will also have effectively free usage for this period.

The bandwidth accounting service is  now back online and calculating usage as it should as of 5pm. Newnet apologises again for the confusion and inconvenience this may have caused. Please rest assured Newnet continues to take it’s responsibilities to customers and the data we provide on their usage very seriously and will work to resolve any issues which arise as quickly and efficiently as possible.

Newnet wish to advise customers of a service outage affecting many services which has started at approx 1245pm this afternoon. Services affected  include Colocation, Leased line, email and hosting services. Newnet engineers are investigating the issue now and further updates will follow as soon as possible.

Newnet apologise for any inconvenience caused. Please contact our service team on 0844 8549289 or email support@newnet.co.uk to discuss in more detail.

Update 1330: Newnet engineers have now restored service to the majority of affected users. Hosting customers are still affected and this is currently being investigated. Continued apologies for inconvenience caused.

Update 1430: Customers on our powerhost service will still be experiencing an outage, affecting websites, email and all other functions on this platform. Other users on our colo and leased line services will have full service restored as of 1320 however will not currently have access to their online stats. Newnet engineers continue to work on this issue to resolve full service as a matter of urgency and further updates will be provided as soon as possible.

Update 1600: Unfortunatly affected service on our Powerhost platform with associated websites, email and databases continues. The failure of service is taking longer to resolve than originally hoped. However Newnet engineers continue to work on the problem to restore service fully as soon as possible. Continued apologies for the inconvenience caused.

Update 1730 : Service has now been restored to the Powerhost platform and associated services. Stats.newnet.co.uk is still offline and continues to receive maintenance. Newnet apologise again for inconvenenience caused. An RFO will be made available in due course  for customers who request this.

Update 1825: Stats.newnet.co.uk is now back online and available for our leased line and colocation customers using this service. There remains an issue with 1 of our legacy hosting services which continues to be investigated

Newnet are aware of service affecting issues with it’s legacy email service dial3.co.uk. The issue appears to be hardware related with Newnet engineers carrying out further investigation at present. In the meantime Newnet apologise for any inconvenience caused. Any users affected and wishing to discuss the specifics of their email account or receive further advice should contact the service desk on 0844 8549289 or email support.newnet.co.uk

Update 3rd Aug 2011: Following detailed investigation Newnet are now able to offer an update on the status of this email service. While the service itself is deprecated, any users who wish to continue utilising their existing dial3 account can now be offered this service via an alias to another Newnet email server. As such the dial3 address will remain and there will be no configuration changes required for the end user.  This will be created on a per user basis. Newnet may be able to recover legacy emails stored on the dial3 service and transfer these across however this cannot be guaranteed for all users.

Any dial3 customers wishing to take advantage of this change and continue to use their dial3 mail address should contact the Newnet service team on 0844 8549289 or email support@newnet.co.uk to discuss the transfer of their account. Newnet apologise again for any inconvenience this may have caused.

Important Customer Announcement about Newnet Online Support

Within coming weeks the Newnet Online Support system is going to be shutdown and a new service management solution introduced.

Customers will no longer be required to login to https://support.newnet.co.uk to raise an incident.

Customers will simply need to email support@newnet.co.uk and their incident which will be assigned a unique reference number which they will receive via email, along with all further updates to the incident.

Customers are also reminded that telephone support is still available on 0844 854 9289

Newnet are committed to very high standards of customer service and this change will improve the overall experience for all our customers.

18.10.11: The new Service management system will go live on Weds 19th October. Customers can raise a support incident by emailing support@newnet.co.uk or calling 0844 8549289. Existing tickets will be migrated over to the new system over the coming weeks, and once complete the ability to log into support.newnet.co.uk will be disabled.

Please note that colocation, dedicated server and leased line service customers should use the secure area to raise tickets as normal.

If you have any further questions please contact the support desk on 0844 8549289 or email support@newnet.co.uk

Newnet wish to advise customers of essential network maintenance to improve network infrastructure, with a scheduled maintenance window of Friday 22nd July 0001-0400hrs. Specific customers affected by this maintenance will experience a brief loss of service during this maintenance window and will  be contacted individually by the Newnet Service desk prior to the maintenance.

Any customers wishing to discuss this maintenance further should contact the Newnet Service desk on 0844 854 9289 or email support@newnet.co.uk