MWEB has confirmed reports from customers who said they are unable to send or receive e-mails, stating its engineers are investigating the issue.
MWEB asked subscribers not to change any settings in their e-mail client.
It also warned that its call centre has been impacted by high call volumes. “This has resulted in clients experiencing high hold times and having difficulty reaching our call centre,” said MWEB.
“We would like to apologies for any inconvenience caused and we thank you for your patience.”
MWEB said it will inform subscribers as to when the issue is resolved when it gets the relevant information from its upstream provider.
Update from MWEB – 15:50, 5 October
MWEB Customers are currently experiencing problems with their emails, both sending and receiving. The problem has been isolated to one of our upstream providers and they have indicated that they expect to have it resolved within the next hour.
We are giving this our highest priority and focus. We know this is causing problems for our customers, and we apologise for this. As a result of this, our call centres are experiencing high volumes of calls and we may not be able to answer all calls or reply to all emails.
We will keep customers updated on the situation. Rest assured we are doing everything we can to resolve this
Update – 17:45, 5 October
Although it doesn’t have all the details yet, MWEB said that the problem seems to have arisen from a network switch failure at the data centre where its upstream server provider hosts their e-mail servers.
MWEB said the switch was restored at about 17:00 and all its e-mail services are back online.
However, it will take a few hours to clear the large queue of e-mail that has built up over the day.