It is planned to move all customers who are currently hosted on our VPS21 machine to newer servers in the cluster.
This is to ensure that we continue to provide the best and most secure platforms we can.
We would advise all customers who have wordpress sites to upgrade to version 6.8.2 as a minimum to ensure you can continue to access the website once switched and PHP 8.3 is the new default version.
We are aware that a number of plugins and themes which are not actively maintained do not support this latest version, which may result in some Wordpress sites being unable to render correctly. Unfortunately, due to the millions of 3rd party plugins available we are not able to offer any support to themes/plugins which do not work on PHP8.x
You can either disable the plug in, either using Wordpress Admin portal, or by renaming the folder in the includes/plugin folder to <pluginname>.off (Add .off) This will disable the plug in allowing you to access the admin portal to resolve the issue.
Alternatively we are please to introduce SiteJet and SiteJet AI website builder tool on the new servers. This tool allows you to build websites without needing any technical knowledge, simply drag and drop items onto the screen to quickly build new modern looking website. Full details are available on CPanel and google.
We will contact each customer ahead of the scheduled migration date, as we are moving in a phased approach.
Resolved Events
Cloudflare Global Network experiencing issues
2025-11-18 12:41
We are aware that Cloudflare is currently experiencing a global issue.
Whilst this does not impact on our services directly, any customer that is experiencing issues should first check CloudFlare for updates before contacting CloudTree Support.
Please note we are not able to support or provide any updates outside what CloudFlare publicly announce.
Updates:
CloudFlare Update
2025-11-18 12:41
Cloudflare has advised that services are beginning to recover, but that pages may occasionally fail to load and provide an error as they remediate the issue fully.
VPS25 - Failed update
2025-08-22 06:47
overnight an automated updated failed on VPS25. This cause the server to become unstable.
Engineers are reversing the update and rebooting the server as we speak.
Updates:
Resolved
2025-08-22 06:54
Server update patch has been manually applied and server restarted. All services have returned to normal
Cloud-Tree Inbound email
2025-08-05 08:28
An update to one of our own DNS records caused an email routing issue meaning that emails to us were not delivered over the last 24 hours. If you contacted support during this period and did not receive a ticket number, please assume we did not receive your email and send us a new email again.
Services to our email systems has been working again since 09:30 5/8/25
Updates:
Resolved
2025-08-05 08:38
Emails are again being delivered normally
Outbound calling issue
2025-07-24 11:11
We’re currently investigating an issue affecting outbound calls routed through a certain carrier. Calls are failing with a 408 Request Timeout response.
We’ve engaged with the carrier, and they are actively investigating the issue on their upstream systems.
We apologise for the disruption and will provide an update within the next 30 minutes.
Updates:
Update - Investigating
2025-07-24 11:27
The carrier is still investigating the issue affecting outbound calls, which continue to return a 408 Request Timeout response. We remain in contact with their support team and have escalated the case for further investigation.
Update - Investigating
2025-07-24 13:45
We have not yet received a further update regarding the ongoing incident affecting calls to EE & some BT numbers. The carrier has confirmed that EE is actively working to resolve the issue on their network, and we are continuing to monitor the situation closely.
Carrier Update
2025-07-24 14:11
We have not yet received a further update regarding the ongoing incident affecting calls to EE & other networks such as BT, Three and Vodafone are impacted. They are actively working to resolve the issue on their network, and we are continuing to monitor the situation closely.
Update - In Progress
2025-07-24 15:42
The Carrier has confirmed they are working to resolve this P1 incident on their network.
Ongoing
2025-07-24 19:16
Following on from our previous updates, we still await updates on the fault calling mobile numbers but we continue to monitor. The situation is now being updated in mainstream media so we will not send further updates this evening. We will provide a further update tomorrow morning. We apologise for the inconvenience caused.
Update-Services returning
2025-07-24 19:18
We are starting to see services returning to normal. We will continue to monitor until we receive official notification from the mobile operator.
Resolved
2025-07-28 07:11
We have been monitoring EE services for voice over the weekend and now see services running as normal. Please contact support if you continue to have any issues.
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.
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.
