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Email server planned upgrade Print

In order to ensure consistent high quality service, we need to disrupt services from time to time to enable important work to be carried out.


Our email server, mail.virtual.net.au is in the process of being upgraded.  In order to complete the upgrade, we need to take it offline for around an hour.  We plan to do that around 9 PM on Friday 14 February.


During the period when the server is offline, you won't be able to access email stored on it, or send new emails.  You can save any emails to be sent out as "drafts", and then open and send them when the server is back online, or leave them in your outbox and they'll get sent automatically.  Any email that other people are sending you will be delivered soon after the server comes back online. 


We appreciate that any outage is inconvenient.  This outage is being used to perform important capacity and operating system updates to ensure that the service can continue to operate well into the future.  Thank you for your understanding and patience.


Update: 14 Feb, 11 PM


Tonight's server upgrade was successful.  The down time was limited to around 15 minutes.


Shortly after the upgrade, a problem was noted which caused a small number of customer accounts to fail login.  The cause was isolated and a fix implemented, resulting in a few minutes of down time around 10 PM.


At this stage we are continuing to monitor the server.  All email is continuing to be delivered as expected.  There may be an issue impacting a very small number of clients (around 1%) causing slow logins or failed logins.  We need more information to diagnose this potential problem, so we will continue to monitor and investigate.  If you believe that you may be having this issue, please feel free to call us on 1300 132351.


Update: 15 Feb, 1 PM


The remaining issue affecting logins has been identified. We are continuing to monitor for clients whom this impacts, and will implement the solution on a case-by-case basis as they arise.


Some issues have also been reported with the webmail service (aka Surgeweb or My Mailbox) where not all emails are visible.  If this issue impacts you, the solution is as follows:

 1. Log in to My Mailbox, then click on Options - it's near the top right hand corner of the screen, then select Preferences from the drop-down menu

2. Click on Advanced - Near the top of the screen, you'll see a line of tabs that starts with "General". Advanced is the one at the end of that row of tabs.

3. Scroll these options all the way down, and second from the bottom you will see "Clear Server Indexes". Press the "Clear Indexes" button.

4. You'll see a box that says you'll be logged out. Click OK

5. Log back in, and you should find your emails.


If you are having any issues with your email, please call 1300 132351 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it (and include a phone number or alternate email address, so we can reach you).