We have received a large number of calls, emails and tickets from former MrSite customers who have continued to host their email with us and are currently not receiving any email.
The issue in all cases has been that the mail records (MX Records) for the customers’ domain have been removed by TSOHost – so no new emails are reaching their mailboxes.
Unfortunately this is completely outside our control and appears to be a repeat of the issues experienced by former MrSite customers in July.
Customers will need to contact TSO Host and get the MX Records for their Domain Name updated as follows:
TSO Host can be contacted via their website at: https://www.tsohost.com/support
I have been in contact with TSOHOST customer support and they have not rectified my situation (not receiving emails) Their response to my message was “Hi Daniel,
Thank you for contacting us on the matter!
Your MrSite product with us was cancelled in July 2020. Ever since your emails have not been hosted with us.
If you have renewed your emails via “Very Good” email, it will be best to contact them.
We can offer one of our email-only hosting solutions that you can check at: https://www.tsohost.com/professional-email
On a Professional plan, you can set a new mailbox up. In case you have backed up your emails for dgms.com.au locally, you can reimport them to the new platform once the new plan is set up.
We remain available for additional assistance!
Edited to remove contact details.
Indeed – they don’t host your email, we do.
You appear to be asking them the wrong question (although they should have picked up on that) and should be asking them to re-set the DNS for your domain with the following mail records:
This will then mean that any email will be routed to your mailbox with us.
They have done this for other customers and are aware of the issue.
This is what TSOHOST sent me:
“Please note that the support for the 3rd party email application VeryGood email was stopped when the MrSite platform was closed.
We no longer provide that 3rd party software.
If you wish to point your emails to them you will need to update your nameservers and set the MX record they have provided you.
To do that go to domains > my domains > active green button > Nameservers.
Once there set the nameservers to:
After that go to the Custom DNS filed and add all the records for the 3rd party provider.”
I am having the same issue. Please could you let me know if the response from TSOHOST resolved the issue for you? I have tried but it has not made any difference.
We’ve had a number of customers now that have confirmed TSO Host have fixed the issue for them – and new email is flowing again to their mailboxes with us.
We have chased TSO Host a number of times in the last week – they won’t give us access to any senior managers – so we can only use the support ‘chat’ function – but they confirmed to me that they would deal with each customer request as they came in – and would set up the necessary Mail Records on new TSO Host domain servers when requested.
We have made them aware, in no uncertain terms, where the issue lies.
TSOHOST have come back to me and said that the MX records have been successfully updated and they gave me a DNS propagation website to check progress. All entries on there are showing green ticks except Mexico, but I am still not receiving any email. Please see below text from the GB server. I don’t really understand it. Does it mean anything to you?
flags QR RD RA
thepullenclan.com. IN MX
thepullenclan.com. 86072 IN MX 0 10a.mx.verygoodemail.com.
thepullenclan.com. 86072 IN MX 0 20b.mx.verygoodemail.com.
thepullenclan.com. 172472 IN NS ns1.tsodns.com.
thepullenclan.com. 172472 IN NS ns2.tsodns.com.
ns1.tsodns.com. 172472 IN A 18.104.22.168
ns2.tsodns.com. 172472 IN A 22.214.171.124
Hi again Daniel,
You’ve been paying them to host your domain – and provide the DNS services that go with it – that included the mail records which point your email at your mailboxes with us.
You need to go back to them and tell them to set up the nameserver details for you and add the new mail records (MX Records) for your domain – as per the details we’ve given.
They broke it, they should fix it!
It’s a simple thing for them to do – and they have done it for other customers.
I’m a bit confused as to who manages my domain. Why am I paying two renewals, and what should I change my servers too? TSOHOST has given me a different nameserver, as stated in the email that I sent. Should I use your server? Am I paying extra for TSOHOST?
TSO Host manage your domain. We host your email.
When you were with MrSite you had, in effect, three services from them:
Domain Hosting – your domain and the DNS records that pointed at your website and email.
Email – which we provided as a third party white labelled service.
When MrSite closed we were given permission to contact MrSite customers using our email service, so that we could provide continuity of service and access to legacy email.
TSO Host were the company that acquired – and closed – MrSite. Unless other arrangements were made, they continued to host your domain.
We don’t provide Domain Hosting – just the email – and that’s why you’ve been paying us for your email service – and TSO Host for Domain Hosting.
They appear to have decided to switch off the MrSite Domain Servers whilst they had paying customers using them. That is entirely their issue and it has caused us a huge headache this week, as we have ended up providing support for a service that they provide, and have removed, but that impacts the service we provide our customers.
The TSO Host DNS issues this week will also have affected their customers with websites – as, like the email, they would, in effect, have become invisible.
You are not paying extra, or twice, they are separate services.
If they have put you on a new DNS server – then they should add the MX Records that point to your email service with us. It really is very simple.
I hope that helps answer: it’s been a very frustrating week – for customers and staff!
Hi TSO are saying, I would be happy to add them, the problem is that the domain is not using our nameservers. I can change them for you, of course, if you will be okay for me to apply ours
Yes – they need to set you up on a new TSO Host nameserver. We’ve had a few customers where they’ve given this reply – but they’ve gone back to TSO Host and they have reset for the customer. Ask them to set up the new MX Records for you too.