Support

We're here to help

We have created a three step process to identify and resolve problems as fast as possible. 

Server Status

Report a problem

Freephone 0800 6 102 109

If we already know about your problem and it’s listed above, please rest assure we’re working hard to resolve the problem and get services working as fast as possible. 

Self Help - Frequently Asked Questions
Broadband & Phone

Fibre To The Cabinet is widely available with over 86% of the UK. This provides up to 80Mbps download speeds and up to 20Mbps upload speeds. This technology uses VDSL2 which will mean it’s distance dependant.

Full fibre is a high capacity fibre optic line to the doorstep, with multi-gigabit capability, no matter the distance and is totally future proof. Perfect for any home or business. 

First of all check the router lights to assess where the problem could be. It might be wise to turn off the router, wait 10 seconds and power it back up. If the DSL is blinking or off, please check the cables are connected properly. If the DSL light is on but the internet light is off, it could be an account restriction. Please raise a support ticket by phone, email or text message. 

The broadband is activating if the PON “passive optical network” light is flashing with the LOS “loss of service” light is off. – Please wait.

The broadband is faulty if the PON “passive optical network” light is off with the LOS “loss of service” light is on. – Please contact support to report your fault.

However if the PON “passive optical network” light is solid green and the LOS “loss of service” light is off, your connection is okay – Please contact support to check your account. 

1 – Port – To the WAN port of the Router.
2 – LOS – Loss of Signal
3 – PON – Passive Optic Network
4 – Power – Mains Plug Connected

We supply TP-Link VR1210v wireless routers, which have the following light display. 

1 – Power Light
2 – DSL
3 – Internet
4 – 2.4 Ghz Wireless
5 – 5 Ghz Wireless
6 – WPS
7 – WAN
8 – LAN 1
– LAN 2
10 – LAN 3
11 – LAN 4
12 – VoIP 1
13 – VoIP 2
14 – USB

Website & Email

We maintain a generous limit of 50MB for the size of email messages. This limit is considerably higher than many Internet Service Providers (ISPs), which often block messages larger than 20MB.

Please be aware that this 50MB limit encompasses the entire email message, including any attachments.

For those occasions when you need to send or receive exceptionally large files, we recommend using a dedicated file transfer service. Options include WeTransfer (link opens in a new window), or cloud-based file sharing services like Dropbox or OneDrive.

All outbound emails are sent through a premium relay service, included free of charge with every account. This ensures that all messages are delivered, irrespective of any potential ‘blacklist’ issues with the IP addresses on your hosting account.

Our sending limits vary by service – Our shared servers are limited to 150 per hour.

  • We strictly do not permit the use of our mail facilities for email marketing – please consider using a 3rd party SMTP relay
  • we do not impose ‘daily’ sending limits on any of our services. 
  • there is an ‘overage’ buffer of 25%, which will queue messages above the set hourly thresholds.
  • The shared hosting/email facilities are not suitable for marketing campaigns. Instead, it is recommended that you use an Email Marketing solution such as SendGrid or MailChimp. 
  • Messages sent above the thresholds provided will result in outbound email attempts being ‘rejected’ / blocked
  • Emails relayed through PHP scripts or mailman mailing lists will be included in the overall relay quota
  • If an account is sending email to 250 or more recipients in a one hour period, notification will be sent via email and a block may be placed against the account
  • If an account sends more than 500 emails in a 24 hour period, notification will be sent via email and a block may be imposed against the account
  • We do not support ’email archiving’, and we also impose limits on mailbox storage via our Fair Usage Policies (please review our terms in full)

All spam filtering systems make mistakes from time to time. When a spam message is delivered instead of being blocked, this is described as a false negative. A false positive is the reverse — when the system blocks a legitimate message.

If MailChannels block your legitimate email message, an error message is generated and included in the non-delivery report you receive from your mail server when an email is bounced. When you submit a false positive report, our system corrects its behaviour so that similar messages will not be blocked in future.

Please submit a false positive report by sending an email to support@mailchannels.com along with the following details:

  • Sender email address
  • Authenticated username of the sender (for example, x-authuser)
  • Recipient email address
  • Error message
  • Copy of the compromised account notification, if received

To ensure a faster response from Support, please provide as much information as possible about the issue.

We do not limit bandwidth for any websites on our servers due to our cloud setup offering unrivaled network connectivity. 

We monitor bandwidth usage to prevent abuse; however, we do not suspend or de-activate accounts based on high bandwidth usage. We do, however, limit accounts via ‘LVE Resource’, which is RAM, CPU and Entry Process. 

Overview

The Elastic Cloud is a high availability solution, designed for larger sites / e-commerce due to the fact you have more resources available. It also offers high availability through a ‘failover’ / ‘cluster’ system.

With this, you receive cPanel access, so is simple to manage, and will be familiar with what you are used to already.

Clustering

The clustering is handled by multiple processes ‘syncing’ the data (files /DB’s) between the master node, and multiple ‘slave nodes’. Whilst in the majority of the cases, the sync is near-instant, you may experience a few seconds delay between the two machines)

High Availability

The Elastic Cloud distributes the contents of your sites, databases, and email routing to one or more ‘slave’ servers, each independently capable of serving your dynamic or static websites.

The traffic is then evenly distributed to each node via ‘DNS Failover’, which routes the traffic in ’round-robin’. This gives us the ability to scale our infrastructure ‘horizontally’ when additional demand or resource is required.

DNS Failover

Please note, however, that to benefit from the Elastic Cloud, it is a technical requirement that you must use our own nameservers, and not use externally managed DNS such as Cloudflare. This is to ensure that DNS failover takes place from our own DNS clusters when a server becomes unresponsive. 

By using Cloudflare, you are forcing all traffic to a single server which can potentially cause issues with resource exhaustion and is strictly not permitted. 

Equally, Cloudflare does provide you the ability to add multiple IP addresses against a single A record, however, whilst this will allow you to distribute traffic correctly in circumstances where all nodes are online, you will not benefit from the ‘high availability’ aspect of the service – this is because irrespective of whether the IP address is responsive, traffic will be still routed when Cloudflare is enabled. 

If you insist you must continue to use Cloudflare, then you would need to make use of their ‘Load Balance’ facility. Please note however, this comes at an expense, and also requires you to manually maintain the records in cases where we ‘scale up’ or ‘down’ the infrastructure. 

Development Mode

If you are working on the site, our recommendation would be to enable ‘Dev Mode’, which disables all server-side caches and load balancing, forcing all traffic through to the master server. This must be used temporarily, and not as a permenant means of routing traffic to the master node.

To do this, go to… 

cPanel -> Elastic Cloud -> Select the Domain -> General Settings -> ‘Dev Mode’

Please do ensure this is disabled when the site is in production, however, so that your site benefits from the caching and HA routing. 

Full Page Caching (Recommended!)

Our Bolt-Cache and Elastic Cloud solutions provide you the ability to serve your site’s content via ‘Redis’, which serves content from RAM instead of disk. 

This option is recommended for any WordPress or WooCommerce sites, providing outstanding performance and unbeatable redundancy. 

The default version of PHP on our shared hosting servers is 8.1. It is also possible to change the version of PHP which is being used for an account using the ‘PHP Selector’.

Complaints

Please raise your complaint to the attention of the managing director by emailing chris@westnetworks.co.uk. This will be investigated and an outcome provided. We really hate bad service and poor feedback, so we treat every complaint seriously and fairly. 


Opening Times

Monday                                                          8:00 – 20:00
Tuesday                                                          8:00 – 20:00
Wednesday                                                     8:00 – 20:00
Thursday                                                         8:00 – 20:00
Friday                                                               8:00 – 20:00
Saturday                                                        10:00 – 20:00
Sunday                                                           10:00 – 14:00