Planned email account upgrade (24th April 2017)

We recently moved our customers’ websites onto new, faster web servers.

We’re now ready to move your mailbox(es) onto these same servers too, which means your email account(s) will run on a brand new system.


What this means?

From 09:00 on Saturday 22th April 2017, you will not be able to make any changes to your mailboxes or forwarders, including password changes. However, your email accounts and forwarders will continue to work exactly as before.

From 19:00 on Monday 24th / or 18:00 on Wednesday 26th April 2017, you won’t be able to access or connect to your mailbox(es) whilst the maintenance is carried out (so you won’t be able to send/receive emails). During this time we’ll be upgrading and transferring your email account(s) onto the new servers. Your computer program or mobile device may show an error saying that it cannot connect to your mailbox. However, any emails sent to you during this time will be stored and you’ll be able to access them from the following morning, so you will not lose any incoming emails.

By 09:30 on Tuesday 25th / or 09:30 on Thursday 27th April 2017, we’ll send you new instructions on how to access your mailbox. There will be a new webmail login page. If you connect to your email account via your computer software or a smartphone/tablet app, we’ll also send you new connection details to use in your software.


Will any emails be lost during the transfer?

No, we’ll be transferring all the emails currently contained within your mailboxes.

Although you won’t be able to access your mailbox on Monday evening and overnight, all incoming messages during that time will still be stored.


Will my email address or password change?

No, this will stay the same as before.


If I use a desktop email program or mobile app to access my email, will I have to enter new details?

Yes, unfortunately due to the upgrade, it will be necessary to enter new connection settings into your software.

This is because your new settings will use an encrypted connection to the mail server, which helps keep your email account more secure.

This is the first time we’ve changed the email server settings for several years, but this is a necessary step to ensure our customers’ mailboxes are kept safe.


I manage my company’s email accounts via the Primary Image email administration area. Will this login stay the same?

No, our old email administration system is being discontinued.

If you currently have access to the Primary Image email administration area, we’ll be in touch with you soon with details of our new system. If you need any changes made in the meantime to your email accounts or forwarders, just contact us and we’ll do any changes for you.

If you don’t already have an email administration area login, you can ignore this, as this won’t apply to you!


Will my website be affected?

No, this maintenance work is only taking place on your email accounts / forwarders. Your website will be unaffected by this work.


This time isn’t convenient – can I change it?

Yes, if you have any business needs that make this time inconvenient, please contact us immediately so we can make alternative arrangements with you.


I’m using Horde webmail and can’t see my folders. How can I see them?

Click on the “Folder Actions” link on the left-hand side of the screen and select “Show All Mailboxes”. This will allow you to view all your custom folders.

You may, however, prefer to use Roundcube, which shows all your custom folders by default.

See our guide to using webmail.


Where can I keep updated?

We’ll be updating this status page.

If you have any other questions, please contact us.



Thursday, 20th April 2017 at 17:00

Email sent to all affected customers with details.


Saturday, 22nd April 2017 at 11:00

Control panel logins have now been locked, so we can begin the migration process. We are setting up your email accounts and forwarders on the new system, ready to be used from Monday evening.


Monday, 24th April 2017 at 22:00

The migration work is underway. Due to the number of mailboxes we’re moving and the very large amount of data (many gigabytes!), the work is taking slightly longer than anticipated. So we don’t interrupt any of our customers during business hours, we have decided to postpone the migration work for some users (and in which case your mailboxes will continue working exactly the same as before).


Wednesday, 26th April 2017 at 10:00

We will be completing the final mailbox transfers to the new email servers this evening from 17:00. New login details will be sent to customers after your mailbox(es) have been moved.


Wednesday, 26th April 2017 at 23:00

The migration has now completed for all mailboxes. New access details will be emailed to all customers shortly.

in Planned Maintenance & Announcements
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