Status Dashboard

Loss of Service on Broadband Connections

2025-07-15 08:19

We are currently aware of an issue affecting broadband connectivity for a subset of our customers whose services route through one of our upstream carriers, Virgin Media. Their Network Engineering and Systems teams are actively investigating and working to identify the root cause.

We sincerely apologise for the inconvenience this may be causing and appreciate your patience while the matter is being addressed.

Updates:

Incident resolved

2025-07-15 08:42

We can now confirm that broadband services affected by the earlier issue with our upstream carrier, Virgin Media, have been fully restored. We sincerely apologise for the disruption this may have caused and appreciate your patience while the issue was being resolved.

Customer Portal emails

2025-06-18 17:00

We are investigating an issue where our customer management platform is unable to send emails.

This means invoices, password resets and all other email notifications are not being received by customers.

We will update as soon as we have identified and resolve the issue.

Updates:

Resolved

2025-06-19 08:12

The root cause of the problem has been located and resolved. Any customers who are missing invoices can log into the customer portal at https://mycloudtree.co.uk to receive them. All new invoices will be received by email going forwards.

Network Maintenance Advisory 20.06.2025 @ 00:00:00

2025-06-17 12:42

Upcoming scheduled maintenance notice

Hi,

During the night of 20.06.2025 one of our suppliers will be undergoing work to improve their network resilience.

All connectivity services, including broadband, FTTC, ethernet, and Fibreline, should be considered at risk for the duration of the maintenance window:

Start date & time: 20/06/2025 @ 00:05:00 GMT
End date & time: 20/06/2025 @ 06:00:00 GMT

Affecting the below areas:
Alresford Bassett Fordingbridge Henbury Keynsham Nailsea Pill South Cerney Thornbury Wanborough Warminster Westbury

We apologise for any inconvenience caused by this essential maintenance.

Updates:

Complete

2025-06-20 07:35

Works were completed as scheduled.

Domain Registration services on MyCloudTree

2025-06-09 08:26

There is an issue with current links between MyCloudTree customer portal and our domain registrars that is preventing us from registering new domains.

We are working with the domain providers to resolve this as soon as possible.

Updates:

.uk issue resolved.

2025-06-10 07:20

We have been able to resolve the issue with all .uk domain name, all domains are now updating and renewing correctly.

.uk issue resolved.

2025-06-10 07:20

We have been able to resolve the issue with all .uk domain name, all domains are now updating and renewing correctly. We are continuing work to resolve all non .uk domains

Resolved

2025-06-12 16:24

All domain registrations and renewals for non .uk domains are processing correctly again. Any orders placed have now been processed from the backlog.

Weekend Update

2025-06-07 18:04

Over the weekend of the 7th/8th June 2025, we will be upgrading our internal servers.
This may cause our website, Customer Portal and Status Page to be off line at times.

We are not expecting this to affect any customers services. Support will be operating as normal.

Updates:

MyCloudTree Updated

2025-06-07 18:17

We have completed MyCloudTree update, we are still testing all functions are operating normally for the rest of the weekend. Please report any issues to support in the normal way.

New status page updated

2025-06-07 18:18

We are currently deploying the new status page, further tests ongoing.

Support Portal access

2025-06-07 19:53

Access to the new support portal to view your tickets and raise support requests has been added to the Customer Self Service Portal. Please use the forgotten password link if you have issues logging in.

Updates completed

2025-06-08 07:54

All updates have been successfully applied and all system tests show system operating normally. Please report any issues to support via the normal channels.

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Active Events

Resolved Events

Loss of Service on Broadband Connections

Updates:

Incident resolved

Customer Portal emails

Updates:

Resolved

Network Maintenance Advisory 20.06.2025 @ 00:00:00

Updates:

Complete

Domain Registration services on MyCloudTree

Updates:

.uk issue resolved.

.uk issue resolved.

Resolved

Weekend Update

Updates:

MyCloudTree Updated

New status page updated

Support Portal access

Updates completed