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:
10 a.mx.verygoodemail.com
20 b.mx.verygoodemail.com
TSO Host can be contacted via their website at: https://www.tsohost.com/support
Hi Daniel,
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:
10 a.mx.verygoodemail.com
20 b.mx.verygoodemail.com
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.
Regards,
Iain
Dear Iain,
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?
Hi Daniel,
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.
Your Website.
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!