This is an update to the previously reported problem affecting the delivery of email to customers' mailboxes. A copy of the original announcement can be seen here:-
http://usertools.plus.net/status/archive/1187814220.htm

All new email is currently being sent, received and delivered in a timely fashion and customers should no longer be seeing problems with the receipt of messages to their mailboxes.

As previously announced, we encounter problems following the installation of a new spam appliance on the mail platform yesterday morning. This caused some email sent to customers' accounts to queue on the spam appliance before being delivered to our mail servers.

The decision was taken to roll back the changes late afternoon at which point new email should have been getting delivered immediately and older email should have been in the process of getting dequeued.

Unfortunately this was found not to be the case and our on-call engineers were contacted yesterday evening to investigate further. We are aware that some customers are still missing email that was sent before 11:00pm last night.

We now believe that approximately 10% of legitimate email that was de-queued from the new spam appliance to our network was incorrectly recognised as spam and black-holed. Additionally the same percentage of new legitimate mails received between approximately 5pm and 11pm last night have also been deleted. These mails will not be recoverable and we recommend customers who have not received email that was sent yesterday to ask the sender to re-send where possible.

Our investigation into the detailed causes of this problem is ongoing and further details will be provided as they become available.

We would like to sincerely apologise to all customers who have been inconvenienced by this problem.

Kind Regards,

Bob Pullen
Customer Support