Feeds

Intermedia's Exchange hive goes titsup ... and no one's answering calls

Punters lose their cool as Microsoft email host goes down

Top 5 reasons to deploy VMware with Tegile

Updated Intermedia, the world's largest third-party provider of hosted Microsoft Exchange services, today delivered a masterclass in how to mismanage customers' expectations when cloud services crash.

Hordes of angry customers on both sides of the Atlantic took to Twitter this afternoon to complain about "issues" with the company's services, which also include storage, wireless email and unified comms.

@atyourserver said: "Intermedia_net is down this morning, all services seems to be effected (sic), no ETA at the moment."

Another, Dan G Switzer II, added that the problems appeared to have kicked off at the Virginia data centre, but "now all appear down".

He pointed out the "problem" with VoiP systems is that when the infrastructure goes down it takes the phone and data network with it.

A UK customer told us: "Apparently, all services are down now – including VOIP which has left us completely cut off since around mid-morning. To make matters worse, all their backup and support services (which are meant to be on a separate network) have also gone down, so I cannot even contact them."

@artful manager complained that hosting was down "and nobody answers your phone. Any news to share with your customers?"

The lack of status update on the social networking site irritated scores of customers and there were numerous threats by tweeters that they would seek an alternative.

@charlescrizer asked:

This latest outage comes hot on the heels of a mini-blackout last weekend when servers "went offline", said a UK customer who complained he had been impacted today.

"A guy on live support has told me it is only us but I can't even log onto the control panel to log a support ticket," he told us.

"I can't access email or stored documents, it is painful as I can't do any work. All phones at Intermedia are dead," he claimed.

El Reg called Intermedia's 0800 customer support numbers, and the offices in London and in New York, but they did not work.

Just over an hour ago at the time of publication, hours after the first complaints emerged, Intermedia tweeted:

Intermedia offers a financially backed SLA so customers can likely expect a credit towards future services.

Updated to add

An Intermedia spokesman has been in touch, stating:

"We experienced network issues early this morning that impacted many customers in more than one data center, as well as our own support desk. We apologize to our customers and partners for any disruptions."

The company claimed it contacted "most" customers via "alternate email addresses, text messages and our HostPilot control panel (as we always do)" as soon as it "recognized the issue". This was certainly not reflected in the comments from annoyed punters on Twitter, as highlighted by El Reg.

The PR man added: "We regret not being able to be as responsive as usual given the number of calls."

Intermedia has yet to respond to specific questions about the technical issues that brought down its services. ®

Beginner's guide to SSL certificates

More from The Register

next story
It's Big, it's Blue... it's simply FABLESS! IBM's chip-free future
Or why the reversal of globalisation ain't gonna 'appen
'Hmm, why CAN'T I run a water pipe through that rack of media servers?'
Leaving Las Vegas for Armenia kludging and Dubai dune bashing
Microsoft and Dell’s cloud in a box: Instant Azure for the data centre
A less painful way to run Microsoft’s private cloud
Facebook slurps 'paste sites' for STOLEN passwords, sprinkles on hash and salt
Zuck's ad empire DOESN'T see details in plain text. Phew!
Windows 10: Forget Cloudobile, put Security and Privacy First
But - dammit - It would be insane to say 'don't collect, because NSA'
CAGE MATCH: Microsoft, Dell open co-located bit barns in Oz
Whole new species of XaaS spawning in the antipodes
prev story

Whitepapers

Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.