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Internet company crash leaves customers without web services for days

Internet company Digiweb told clients a server crash could affect its web servers for two to three weeks.
Jun 6th 2013, 6:38 PM 19,283 61

Updated, 19:52

TELECOMMUNICATIONS COMPANY DIGIWEB has been inundated with complaints for more than three days after a server crash left customers without email or web hosting services.

The internet hosting company – founded by 2012 Ernst & Young Entrepreneur of the Year, Colm Piercy –  is reportedly valued at around €120 million after it merged with London based telecoms operator Viatel earlier this year.

However, customers struggling to access the internet for the last three days may not feel the company is worth its multimillion euro price tag.

Twitter storm

A number of tweets from customers to the company’s Twitter account showed growing frustration with Digiweb’s service and lack of customer care in the past week.

Ocean FM Consumer Show contributor Claire Ronan said on Twitter:  ”Are any other people having problems with Digiweb at the moment?  I’m cracking up.”

Speaking to TheJournal.ie Ms Ronan said her husband, who runs a wind farm company from their home, was forced to deal with clients through text message because they had no internet access.

“Not only is our internet down, which is a terrible problem for us, but we want to change provider and we can’t even do that at the minute,”  Ronan said.

Cork-based Church of Ireland Bishop Paul Colton, who officiated at David and Victoria Beckham’s wedding in Lutrellstown Castle, also used the social network to complain about his internet service.

“Our diocesan email is hosted by Digiweb. Has anyone else had problems of unreliability in recent weeks and grinding to a halt this?” Colton said.

He later added: “The whole thing is a mess. One of our busiest weeks of the year.”

Explanation

Digiweb posted a message on its website at 10.30am on Tuesday telling customers it was experiencing an “outage” on two servers and engineers were working to resume service as soon as possible.

The company said it was addressing “recent mail issues” but this resulted in “some unanticipated fallout” when testing a new system.

The company apologised but warned the updating of its system might affected customers for ” short periods of time over the next 1-2 weeks”.

On Wednesday, it said it was implementing  a system change that should improve performance throughout the evening.

But this morning the company again said it was continuing to experience difficulties with email and web hosting services.

The last message posted at lunch time today said the firm was currently investigating a solution for the email and web issue.

The company did not respond to phone calls or Twitter messages this afternoon.

Read: How fast are Irish internet service providers? Here’s what Netflix says >

Read: ComReg to launch its own online test for broadband speeds >

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Philip Ryan

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