Tsohost Help Centre

Affected Services

info_outline This incident is not connected to any specific service. Please check opposite for more details and risk to disruption.

cPanel connection issues

Resolved Apr 1st, 22:27 - Apr 8th, 14:00 BST

Timeline

Identifiedabout 1 month ago

After a close investigation by our Administrators, it would appear that the connectivity issues between our services and customers using the Sky Network are from Sky themselves. Unfortunately, since Sky are a 3rd party company, we would not be able to investigate further.
Please contact them, if you have any questions, specifically related to this issue. Thank you for your understanding and patience!

Updateabout 1 month ago

Our customers who are using Sky Broadband Network are still reporting that they are unable to open their control panel or connect to their email clients.

In order to start accessing your cPanel or your email accounts, you will need to update the settings in your Sky Broadband Shield profile.

Investigatingabout 1 month ago

We received many reports from clients who cannot access their cPanel accounts due to time-out errors. IMAP/POP3/SMTP remote mail connection errors, via Outlook and similar mail clients.

It seems that the issue is experienced with clients who are using Sky Broadband Network with a Sky Broadband Shield. In order to start accessing your cPanel you will need to manually allow your cPanel's host in your Sky Broadband Shield profile. If you are not sure how to do that, please contact Sky Network's support for further assistance.

Thank you for the understanding and cooperation!