Important Service Information

Please read this message carefully. We have been busy installing new hardware for all services over the last 2 months.

Part of the upgrades mean migrating customers to new servers to improve security and performance. We have been slowly moving customers and the plan would have spread this out over the following weeks. Unfortunately due to problems with our existing shared cPanel Hosting system we have been forced to migrate 500 customers accounts overnight (2am - 8am Friday 24th February).

While this transfer shouldn't affect customers websites or emails there may be some changes to settings in your email client if your emails are not accessible.

PLEASE NOTE - WE HAVE SENSITIVE FIREWALLS PROTECTING ALL SERVERS, IF YOU TRY TO LOGIN TO WEBMAIL, EMAILS VIA OUTLOOK, PHONES ETC AND ENTER YOUR PASSWORD INCORRECTLY 5 TIMES YOU WILL BE BLOCKED FROM ACCESSING ALL SYSTEMS. SHOULD THIS HAPPEN JUST LOGIN TO OUR CUSTOMER PORTAL AND OUR AUTOMATED SYSTEM WILL CHECK FIREWALL BLOCKS AND UNBLOCK YOU

New Mail Server Settings

Incoming & Outgoing Mail Servers: mail.*yourdomain.com*
Username: full email address
Password: same as before (if you dont know this you can change in cPanel)
Password Authentication Enabled
POP Port: SSL 995 / Non-SSL 110
IMAP Port: SSL 993 / Non-SSL 143
SMTP Port: SSL 465 / Non-SSL 25 or 587

If you are unable to access your emails on your device we would like to ask that you use webmail until we have completed the migrations.

cPanel & Webmail

To access our new cPanel and Webmail system please go to our Customer Portal and Login. When logged into your account click Services in the 2nd menu and then My Services. Click on the service in the list and on the left hand menu you can sign straight into cPanel and Webmail. Alternatively you can go directly to https://*yourdomain.com*/webmail

CHANGE *yourdomain.com* for your web address. ie. http://www.bbc.co.uk/webmail

If you are unable to access webmail via a link on your domain as a last resort customers can temporarily use https://cloud01.northgateweb.uk/webmail

You can also go direct to cPanel using the following link https://*yourdomain.com*/cpanel

CHANGE *yourdomain.com* for your web address. ie. http://www.bbc.co.uk/cpanel

Your Website

Please could all customers check their websites and functionality. Our new servers have been upgraded to the latest hardware and software and while this should be compatible with 99% of website code there may be the odd website that needs some minor adjustments. If your website isn't loading correctly please submit a ticket

DURING THIS BUSY PERIOD WE ASK CUSTOMERS TO TRY ALL SETTINGS ABOVE BEFORE SUBMITTING SUPPORT TICKETS - IF YOU DO NEED SUPPORT PLEASE EXPLAIN THOROUGHLY THE ISSUE YOU ARE FACING WITH YOUR WEBSITE OR EMAILS, THE STEPS YOU HAVE TAKEN AND THE ISSUE YOU ARE HAVING TO ENSURE WE CAN HELP CUSTOMERS AS QUICKLY AND EFFICIENTLY AS POSSIBLE. THANK YOU FOR YOUR PATIENCE DURING THESE UPGRADES. PLEASE LOGIN TO YOUR ACCOUNT BEFORE SUBMITTING A TICKET TO VERIFY YOU ARE THE OWNER OF THE ACCOUNT WHEN YOU SUBMIT THE FIRST TICKET.
 

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