We've been made aware by Cloud Linux of a high-risk patch that has to be applied to all servers. This has already been applied to our servers and all servers will shortly be rebooted to ensure that the new patch is running. As per our policy, we do not provide notification ahead of any high-risk patch to avoid the situation where somebody knows that our service has not been patched.
We have not been compromised in any way, and the patch has been applied in a timely manner.
As part of this, each server will be rebooted in turn with a 10 to 15 minute outage expected for customers website hosting. This has been completed outside of core business hours as per our policies. We apologise for any inconvenience this may have caused, but we make security our number one priority.
Updates:
Completed
2026-08-08 07:03
All hosting servers have been updated and rebooted to apply the security patch.
VPS25 - DDOS attack
2026-08-07 18:40
A US based DDOS attack has been thwarted by our security layer. No access was gained and the offending machine has been blocked and reported to Amazon AWS. Some customers websites may have been loading slower whilst this attack was underway. But again other than placing a larger than normal load on the server cluster, no access was gained.
Updates:
Resolved
2026-08-07 18:41
We have been monitoring services and can confirm they have returned to normal.
Customer Portal Issue
2026-07-23 14:41
We are investigating an issue with the customer facing part of the Customer Portal.
Updates:
Resolved
2026-07-23 14:50
The update exposed an old product which was not conforming to the new database structure. The offending module has been removed and service is back online.
Customer Admin Portal
2026-07-23 10:02
We are applying an upgrade today to our main Customer Admin Portal.
Customers will notice they are not able to log into the customer self service portal at https://mycloudtree.co.uk during this update.
No customer facing services (email/dns/hosting/internet/voice) will be affected as this is an admin only system.
Updates:
Update Completed
2026-07-23 11:18
The updates have been successfully applied and the customer portal is back online available again.
CTVoIP - Disk upgrade
2026-07-20 13:53
This evening we will be migrating the V1 Disk on the server cluster to a newer version as directed by Microsoft.
This will result in an outage on all CTVOIP services for the period of upgrade.
This is required maintenance.
Updates:
Update Underway
2026-07-20 16:31
We are currently processing the upgrade process. Services should return in the next 15-20 mins.
Update completed
2026-07-20 16:42
The updated SSD disk has been successfully deployed to our server cluster. The services have been rebooted and all CTVoIP services are back online.
Server Updates over weekend
2026-05-17 10:24
Due to an important security patch that has been issued by the software vendors for all Linux servers, we are applying patching this weekend to all servers.
There may be short outages while servers are rebooted.
Whilst this is happening, we would recommend customers to not try and update their servers this weekend in case we need to roll back to using one of the backups from the previous day.
Updates:
UPDATE -Continuing works
2026-05-17 14:13
Work continues to update the servers in our cluster. 4 have been completed the remaining ones will be worked on over the rest of sunday.
UPDATE: DNS completed
2026-05-17 17:05
The DNS servers have all been completed. Whilst completing this work, we only applied changes to 1 of the 3 name servers at a time to minimise disruption. However due to the way DNSSEC security is applied some domains may have experienced a short outage until all 3 servers were updated and re-aligned with their records.
Complete
2026-05-17 20:02
All servers have been successfully updated and tested.
MyCloudTree portal unavailable
2026-04-29 08:04
We have been made aware that the customer self service portal was not available for a period this morning. The server has been checked and a reboot required in order to get services back online.
All services have now been returned to normal.
Updates:
Resolved
2026-04-29 09:08
After a period of monitoring, all services are confirmed as running normally.
VPS25 Email
2026-03-03 17:26
We have been made aware that some customer on VPS25 are unable to receive emails.
The engineering team are investigating the cause and working to resolve it asap.
Updates:
Resolved
2026-03-03 18:02
The logs have been rotated which released the process and emails are flowing into user mailboxes again.
Update Patching
2026-02-23 10:28
On the evening of Tuesday 24th Feb we will be applying updates to VPS25.
Whilst we do not expect any downtime or issues, we will be implementing a restore point at 5PM on Tuesday. If there are any issues the server will be rolled back to this point. We recommend that no changes are applied to the server after this time until we confirm the update process as completed.
If we do have to roll back any changes made by customers will be overwritten with the 5pm restore point.
Updates:
Underway
2026-02-24 17:14
The update process has begun. Updates will be posted once completed.
Patching completed
2026-02-24 17:40
The server has been successfully updates with the latest security and patches for the OS and plugins. All services are running normally.
VPS25 Increase to baseline resources
2026-02-18 09:08
As part of our continuous monitoring we have decided to increase the baseline resources available on VPS25 to ensure smooth running of all customers accounts.
This involves the server being shut down whilst the additional CPU and Memory resources are applied. There will be a 5-10 min planned outage this evening after 6pm whilst this is carried out.
During that time, all websites/email services will be stopped an unavailable.
Updates:
In progress
2026-02-18 18:51
The planned resource increase is underway.
Completed
2026-02-18 18:53
The planned work has been completed, the server now has double the CPU capacity. All services have restarted and all customer facing services are operating as normal
Customer Portal unavailable
2026-02-01 17:38
A planned upgrade of the customer portal has resulted in the customer log in page not working correctly. We have raised a support ticket with the software vendor and are awaiting an update from them.
In the meantime please contact Support as normal for all issues. We hope to have access back online shortly.
Updates:
Vendor working to resolve
2026-02-02 09:59
We are working to restore the previous version due to the new version not working with some critical 3rd party software we use. Please note this does not affect any customer services, just access to the customer portal
Restore completed
2026-02-02 10:10
We have rolled back to the version prior to the update and the portal is back online. There might be a duplication of invoices sent out as the overnight process from Sat and Sun may run again.
Duplicate invoices
2026-02-02 10:11
If you receive a duplicate invoice, please rest assured you will only be charged once. If you have any questions about this roll back please contact support via email.
Test ONLY
2026-01-25 11:21
This is a test only
Updates:
Finished
2026-01-25 11:22
Testing completed
VPS26 Migration
2025-12-30 12:26
We are continuing our planned migration of our current server cluster to new CloudLinux 9 platform.
Over the coming weeks, the remaining clients on older servers (VPS22, 23 & 24) will be migrated to the new servers.
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.
Updates:
Update
2026-02-27 14:21
Work has started to prepare VPS26 ready for migrations. It is expected these will commence during March with each customer being notified prior to their account being migrated.
The next batch is underway
2026-08-07 17:29
After a short delay in the project, the next batch of customer accounts is being migrated to the newer servers of this weekend.
Final Batch migration from VPS22 to VPS26
2026-08-09 19:28
The final batch of customer accounts are being migrated this evening. That will be the final batch and all customers who were on VPS22 will now be on VPS26.
Christmas Opening Hours
2025-12-11 09:46
Christmas is right around the corner! Before you head off for your well-deserved break, we wanted to confirm our operating and support hours over the Christmas and New Year period.
Please see below for our office hours during the Christmas Break
22nd – 23rd December - 9am – 5pm
24th December - 9am - 12noon
25th – 2nd January 2026 - Closed
Normal office and business support hours will resume on Monday 5th January 2026. Our Engineering Team will monitor our infrastructure 24/7 to ensure availability.
Please contact support via the normal method during this period for urgent service issues only.
Merry Christmas to everyone.
Support portal down
2025-12-05 09:12
Our support portal which is hosted by FreshDesk is currently down. We are attempting to contact them to get an update, but their own support portal is also down with the same error.
Please contact support via telephone for any urgent issues, we will respond to tickets as soon as possible.
Updates:
Resolved
2025-12-05 09:20
The provider has resolved the issue and support portal is back online
CloudTree internal issue
2025-12-03 15:27
Today we have experienced an issue with our internal email system.
This has caused us not to receive any emails or support tickets raised by email.
If you have contacted us but not received a reply, we would recommend you resend your message as the issue has now been resolved.
Updates:
Resolved.
2025-12-03 15:28
Problem located and resolved by engineers
VPS23 hosting
2025-11-28 11:45
We are currently investigating an issue with hosting for accounts hosted on vps23.
This is affecting some customers website from not loading correctly.
Updates:
Engineer update
2025-11-28 12:36
Engineers are trying to resolve the issue, which looks like it relates to one of the services (PHP) running on the server. Updates will be put here as soon as we have more.
Issue located
2025-11-28 12:44
The engineers have found part of the cause and have fixed part 1. Websites are now returning normal.
Issue located
2025-11-28 12:45
The engineers have found part of the cause and have fixed part 1. Websites are now returning normal. Some sites are still showing issues with the SSL and engineers continue to work on this remaining issue.
Resolved
2025-11-28 12:47
The SSL service has been restarted and websites are again showing with correct SSL certificates. Ongoing investigations are underway to identify the root cause and implement any preventative measures. This server is scheduled to shut down in the new year once all customers have been migrated on to the latest server farm.
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.
VPS21 Migration
2025-11-09 19:45
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.
Updates:
UPDATE: Migrations ongoing.
2025-12-11 09:48
Work continues overnight to migrate customer from VPS21 to one of our newer servers. Please check that your website continues to work on newer PHP versions. Please contact your web designer or administrator if you are experiencing issues. CloudTree can not provide support for website content that is not compliant with PHP version 8.3 or above.
Batch transfers
2025-12-12 14:55
The remaining customers will be migrated over this coming weekend. It is hope that all services from VPS21 will be completed.
Wordpress issues
2025-12-15 18:32
If you find that your wordpress site is now downloading a file, rather than showing the website following the migration. Your website installation is no longer compatible with PHP8 on the new server. Please ask your web developer to update wordpress and themes/plugins or disable any that are no longer compatible with PHP8.x
Completed
2025-12-16 11:35
All accounts have now been migrated to newer servers.
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.
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