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really going on and what we are doing about it to make sure your service is back
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16 April 2016, 09:43
29 April 2016, 10:29
Some customers on our VPS platform are currently offline. Our engineers are working to restore service.
Our primary method of communicating status updates at this time is through individual emails with updates specific to each VPS and customer.
We understand how frustrating this is and ask that you allow our service teams to work through the open tickets and emails you have sent. They will update you with information passed from our system teams.
123 Reg would like to extend our apologies to all customers who are still affected by the VPS outage.
We will provide further updates directly by email, with more general updates on this status page.
We have continued to make progress with more restorations taking place over night. We will continue to update customers still affected with a progress update today via email. For those customers who have been restored, we are aware that system performance is slower than we would normally expect. Whilst frustrating, this is due to the increased load as we continue to restore services. We are committed to getting customers back online in the quickest possible time.
To help complete restorations we have invested in hardware on a daily basis, with the only limit being what we are able to source - as this is specialist kit. Our suppliers have expedited delivery in these circumstances.
We thank you for your patience.
We have continued to restore VPS services throughout today. Those we have restored have been sent an email to confirm this. We will continue with restorations overnight and will follow up with emails tomorrow. A further progress update will be added tomorrow morning.
We are continuing our progress to restore VPS services. A significant number of VPS services were restored on Saturday and Sunday. We sent email to all restored customers. We are continuing the remaining restorations and will provide a further progress update today.
After significant and positive work over night, we are happy to report we now have confirmed status for all VPS services. We will email all customers today with further details.
Our good progress continues in restoring VPS packages. Our teams will continue to work over night and a further progress update will be available in the morning.
Our teams will work across the weekend to support and restore with further individual emails being delivered on Saturday and Sunday.
We have made great progress over night with more VPS’s restored. We will be updating customers directly via email today.
We have continued to complete restorations of customers VPS’s throughout the day. This will continue through the night and into tomorrow. We will be able to provide a further update on restorations in the morning. This will be followed up with emails to individual customers.
There was good progress over night whereby we were able to restore to live, a large number of VPS. We will update those customers with an email shortly. Our teams are continuing to work to recover and restore further VPS’s.
We are continuing to bring those VPS which we have recovered and emailed customers with details, but have not yet restored, live. This process is taking some time to ensure full restoration is possible. We thank you for your continued patience.
We will continue to keep you updated via email.
We thank you for your continued support
We can update that the next batch of VPS restores have been completed and we will communicate this to customers directly. Our teams are continuing to work on the remaining VPS restores and expect the majority to be restored by the end of this week. We apologise that this has taken longer than anticipated.
We thank you for your patience and support during this time.
Service is being restored for the majority of customers affected.
We reiterate that our service teams are inundated right now, however are working hard and through the night to respond to open emails.
Where possible we ask that you wait for the email update that is being sent to each customer with individual VPS status as we get more information from our data recovery team. This will allow our service teams to focus on assisting those customers with their backups to get online.
Our system engineers are testing multiple third party data recovery software and we are definitely seeing some results. As this is referring solely to data recovery, the next thing on our list is actually reimaging the hosts with the data we have retrieved (aka getting the VPS packages back online).
The reimaging process will take some time as well (we're provisioning new hosts, on new servers), however, things will get back on track for part of the customers pretty soon.
We are aware of the fact that there still will be customers for which we don't have an update at the moment; we can assure you that we are looking at all packages and are attempting multiple types of recovery on each and every one of these.
On a side note, please do note that this incident did not have repercussions on any other 123-reg service, such as our domain names, Cloud Backup or Premium Hosting.
As the data recovery work continues for those remaining VPS we ask that you contact our service teams through the email address : firstname.lastname@example.org
The team reviewing these emails are able to see the status of the work so far and update you where possible.
Please note that we are actively updating all outstanding customers on a case by case basis as we get information from the recovery team. This update will be via email. We would ask that you wait for the email update. If you have questions about the recovery or need other information please do email the team.
We are currently working on restoring your VPS packages using data recovery tools; in other words, we are attempting to recover your packages bit by bit, while checking data integrity at the same time.
The process is quite time consuming and the undergoing work is being done in parallel on multiple servers, in several locations.
Due to the nature of this process, we are unable to prioritise the recovery of specific hosts, but we are focused on restoring bulks of data at the moment. Progress is visible, and we have already managed restoring a certain number of hosts. However, we are unable to estimate when will the recovery be finished on all of the affected packages.
We can assure you that our teams are doing everything possible in order to get back on track.
Please do note that response times on our communication channels might be a bit higher than usual, at the moment.
We would like to thank you for your patience on the matter.
Customers that have a local backup of their VPS are advised to rebuild their servers following the instructions in this support article: https://www.123-reg.co.uk/support/answers/How-to-rebuild-your-123-reg-VPS-5130/
A more comprehensive update in regards to the undergoing work on bringing the servers back online will shortly follow.
An email will be sent shortly to each customer effected with more information on each case. We will continue to use the status page for main updates and emails to individual customers.
Our teams are continuing to work to restore affected VPS services back to normal throughout the evening and night, using both internal and external experts.
If you are currently offline and would like to restore from your own backup to save time we can set you up a new VPS image. Please let our support teams know.
We are still working on finding appropriate solutions for the affected VPS customers. We have allocated extra resources to expedite this. Thank you so much for the patience.
This morning, our teams were made aware of issues affecting the performance of our VPS product. Our teams are continuing to investigate which has led to some customers experiencing denigrated service levels.
Our tech teams are working hard to rectify for all customers and we thank you for your patience.
123-reg would like to apologise to customers affected and will continue to provide further updates.
Sys Admins are still investigating and we have all hands on deck to get this fixed.
Bank Holiday Support
29 April 2016, 16:37
30 April 2016, 09:59
Our telephone support lines will be closed during the Bank Holiday on Monday, May 2nd.
If you wish to contact our support teams you can raise a ticket at https://www.123-reg.co.uk/support/contactus/.
Our telephone lines close at 7 PM on Friday and will re-open on Tuesday, May 3rd at 9am.