Isle of Man News - POSTED Thu 20-03-2014

Manx Telecom issue statement regarding intermittent manxnet mail issues

by MT

Manx Telecom issue statement regarding intermittent manxnet mail issues - picture

Manx Telecom has issued a statement apologising to customers currently experiencing intermittent service issues with its email platform. The company says the problem is affecting some, but not all, customers and it’s possible that this may impact outgoing email to some destinations. Incoming email, however, remains unaffected.

The intermittent problem is caused as a result of some email accounts having weak passwords which in turn are being compromised and used by outside organisations to send large amounts of spam email. In certain circumstances the high volume of spam emails can then result in being blacklisted by certain organisations. It is unlikely that users are event aware their account is being used in this way. Manx Telecom has reassured customers that any emails ‘sent but not received’, will not be lost and will be delivered as soon as possible.

Kevin Paige, Manx Telecom’s Chief Technology Officer and Customer Service Director, said:

“This is the highest priority for myself, my technical staff and key suppliers, who are working closely to identify the root cause and implement the short and longer term solutions necessary. There have been several attempts to create a temporary fix and we have been working hard to prevent the problem from impacting more customers. We are doing our best to fully restore email to the service level our customers have come to expect, as soon as possible. We appreciate this is not satisfactory for customers and we apologise for the inconvenience caused. As a result of the issues, we would encourage all of our email customers to ensure they use a secure and strong password for their mail account.” 

More information on how to create a secure password can be found here

And further information on how to change your password can be found here 

We also remind customers to update password changes on all devices, that access mail.

As a consequence of these issues, Manx Telecom has been experiencing a high level of calls to its service centre, so they recommend that customers refer back to the network status page on the Manx Telecom website - or the service status page on - for the latest information. Facebook and Twitter channels will also be updated.

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