As some of you have noticed, we had some problems with our DNS servers on 123-reg over the weekend. Between Friday evening and Sunday morning, some customers had difficulties with their domains.

This meant that some websites couldn’t be accessed via their domain name. If you were one of the people affected, we’re sorry.

The problem was caused by a combination of events: a piece of hardware failed while our DNS services were under excessive load. We replaced the defective hardware over the weekend and all our systems are working properly now.

To reduce the chance of a similar problem occurring in the future, we’re taking a hard look at exactly what went wrong, and why.

We’re also looking into how we can best communicate information about a problem to everyone who’s affected. If you are one of those people, you want to know what’s going on and when you can expect it to be fixed.

On this occasion, we did post updates on the 123-reg and Pipex systems status pages, but it seems some people had trouble accessing these as well. We’re looking at ways to stop this happening in the future, as well as other channels we can use to get the message out (this blog being an obvious one!).

Thanks for understanding that these things do happen occasionally. If you could see into our office this morning you’d understand that we really do take this stuff seriously – we’re doing everything we can to stop it happening again.

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2 Responses

  • skolzie

    For some reason I’m now having issues with your nameservers. Yesterday I was working on a domain with no problem, and today I tried to continue, however the website wouldn’t resolve. I went into my customer control panel and it said that my domain was not on your nameservers? So I popped your nameservers back in. (hasn’t yet resolved).

    So, I fingured I would put it on a different domain for the time being. So I went into the DNS to change the IP, and weirdly, this also said that it wasn’t on your nameservers (I bought the domains from you, and it is normally the default). Currently this domain also resolves your parked domain page. I go into the nameservers area of the control panel for this domain and your nameservers are pre-populated in the fields (unlike the other domain)… weird.

    August 31, 2010 at 4:23 pm
  • Tim

    We have been upgrading our system and dealing with an IP renumbering change which may have affected what you were seeing. Hopefully everything is now resolved correctly. If you still have issues please raise a support ticket via https://www.123-reg.co.uk/secure/support_login.pl

    September 1, 2010 at 8:59 am