Affecting System - Legacy Shaw/Rogers Infrastructure

• 17/01/2026 15:48 - 02/02/2026 00:00
• Last Updated 02/02/2026 13:40

UPDATED JAN 17, 3:52 PM EST --- FOR ALL CUSTOMERS THAT STILL DO NOT HAVE ACCESS TO YOUR MAIL OR WEBSITE

• We are still working to reply and send you your connection details, but in most cases we need you to reach out to us and open a ticket.
• Most customers email systems are working and the only thing stopping access is having the new temporary passwords which were set on our new servers for you.

WHAT TO DO?

• Do not submit 2nd, 3rd or 4th tickets please. We have to check every one and the more that get added, the slower we are able to respond.
• Do not make any further DNS Changes until we reach you.

IF YOU HAVE NOT SENT US A TICKET YET AND HAVE BEEN WAITING FOR US TO CONTACT YOU --- YOU MUST CONTACT US

• You must use an alternative email account , even a personal one, such as an @google.com or @me.com address to reach us by emailing support@easyonnet.com.
• Set the subject of your message to: "Email Outage"
• You must identify your domain. If your email is at @acme.com, then you must tell us that your domain is acme.com

YOU  MAY ALSO:

• Login to our Customer Service Portal (https://portal.easyonnet.io) and Send A Ticket through the Portal

Affecting System - Rogers/Shaw Legacy Hosting Infrastructure

• 08/01/2026 15:00 - 17/01/2026 15:53
• Last Updated 17/01/2026 15:48

UPDATED JAN 16, 12:10 AM EST --- FOR ALL CUSTOMERS THAT STILL DO NOT HAVE ACCESS TO YOUR MAIL

• Make No DNS Changes until you Contact us.
• You must use an alternative email account , even a personal one, such as an @google.com or @me.com address to reach us by emailing support@easyonnet.com.
• Set the subject of your message to: "Email Outage"
• You must identify your domain. If your email is at @acme.com, then you must tell us that your domain is acme.com

YOU  MAY ALSO:

• Login to our Customer Service Portal (https://portal.easyonnet.io) and Send A Ticket through the Portal

UPDATED JAN 15, 2:11 PM EST --- SERVICE TO ALL LEGACY FAX TO EMAIL ACCOUNTS RESTORED

• We have completed the manual reactivation of all fax-to-email accounts at this time
• FAX CLIENTS NOTE: You must still use the old legacy portal for managing your faxes, same as you're used to logging into, there is no new portal for this purpose

UPDATED JAN 14, 11:17 PM EST --- FAX TO EMAIL SERVICES

• We have a resolution for Fax to Email Services but it has required a one by one repair process.
• We are currently working through this process to reactivate ALL FAX accounts.

UPDATED JAN 14, 9:53 AM EST --- INFORMATION FOR CUSTOMERS WHO ARE STILL USING THE LEGACY INFRASTRUCTURE AFTER IT WAS RESTORED

While the legacy infrastructure was restored there have been signficant issues with it following the general outage.

Some issues experienced are:

• inbound/outbound mail not working unless you're emailing your own users.
• website down, showing an error like "Not Authorized to View This Page [CFN #0004]".
• website down, showing an error like "Unsupported Service - This domain is not configured for this service. Please contact the webmaster to have it enabled."
• Mysql database access suspended in your account when you login to the control panel

We have been working with the upstream provider to clean these issues up en mass as much as possible.

UPDATED JAN 14, 12:21 AM EST --- WEBMAIL PORTAL LINKS FOR MIGRATED CUSTOMERS

We have noticed that a lot of customers are getting confused about where to login to webmail if they have been migrated.

Our ticket responses include links to webmail on each of the servers customers are moving to, they're specific to each server (for example: https://janus12.easyonnet.io/webmail)

IF YOU HAVE BEEN MIGRATED OR CHANGED YOUR NAMESERVERS:

The Old Webmail and Hosting Panels like this (below) no longer contain current email and will not receive new emails

• https://webmail2.datacentres.easyonnet.com/
• https://webmail3.datacentres.easyonnet.com/

You must login to the new portal you are provided with in our ticket responses for your account:

• ie. https://janus12.easyonnet.com/webmail

UPDATED JAN 13, 2026 2:34 PM EST --- ADDITIONAL SUPPORT LINES OPENING

• If you have your logins and passwords, but need help getting Outlook, AppleMail or THunderbird connected, please call 905-534-8900 (Web In Motion Support)
• Agents at Web in Motion are stepping in to assist customers with direct help settings 

FAX TO EMAIL CUSTOMERS! --- OUR UPSTREAM PROVIDER IS WORKING ON IT

• We are working with the upstream provider of the legacy infrastructure to get inbound fax systems working, we don't have an ETA yet but it is in progress

UPDATED JAN 13, 2026 8:23 AM EST --- AWARENESS AND COMMUNICATION ISSUES

• Many Customers are under the impression that work is underway despite having not reached us, this is only true to a point:
  
  WE HAVE syncronized data to new servers for all accounts
  WE DO have mail and website accounts waiting for you on our new servers
  WE DO NOT have the ability to just push the information to everyone because mail was impacted, even after the infrastructure came back up. 
  
  SO...
  
  IF YOU DO NOT HAVE A TICKET OPEN either by using our customer service portal or by emailing us from an address like gmail, hotmail, yahoo etc. then we cannot pro-actively send you your information, we can only reply to your tickets because we do not have your personal email addresses on file.
  
  
• Each customer that has changed their DNS MUST open a ticket to notify us that they're ready.
• Our staff is actively calling out to customers to ensure that tickets are opened for you as well.

KNOWN LEGACY INFRASTRUCTURE ISSUES

• Since coming back up we are seeing many websites showing errors like "Not Authorized to View This Page [CFN #0004]". This is a linkage issue that happens in the old systems when an account is re-activated (we've seen the issue many times in the past under normal conditions if a customer's account is shut down for any reason).
• If you have this showing up on your website, you must submit a ticket, and please specify that you see the  "Not Authorized" error. We have to push that to our upstream provider to have it resolved on a case by case basis!
• A similar issue exists for sites that see a message: "Unsupported service --- this domain is not configured for this service, please contact the webmaster to have it enabled". Again, open a ticket with us and let us know, we have to get the upstream provider to assist us with those cases.

UPDATED JAN 13, 2026 3:50 AM EST --- CONTINUING ISSUES WITH LEGACY INFRASTRUCTURE 

• Despite restoration of the infrastructure, many customer websites have been affected and remain either down or in an error state.
• We are working to get sites up and running but we require customers to notify us please!
• If your site is down and you have not submitted a ticket to us, please do so at once, we won't be able to help if we don't know about the issues you are seeing.

UPDATED JAN 12, 2026 10:30 PM EST --- OUTAGE RESOLVED AT 11:00 AM EST

• The upstream provider confirmed the legacy infrastructure was back up
• Customers who are still without services should of course submit tickets as we've advised throughout the outage
• Our entire support team would like to thank all customers for their patience through this unfortunate event.

UPDATED JAN 12, 2026 10:00 AM EST --- LEGACY INFRASTRUCTURE RESTORATION IMMINENT!

• our upstream provider has confirmed that the legacy infrastructure is coming back online shortly.
• all customers who have already migrated should continue on the new systems there is no need to go back
• any customers who are missing email in their accounts after migration to new systems should submit a new ticket so that we can now re-sync your mail with the old mailboxes.

IF YOU HAVE ALREADY CHANGED NAMESERVERS AND ARE AWAITING NEW CREDENTIALS!

• DO NOT CHANGE BACK
• We are working to get credentials to everyone who has changed nameservers.
• If you have called but NOT submitted a ticket, please make sure to use an alternative email and submit a ticket to us (see instructions below)
• Our team will get you up and running on the new infrastructure very shortly so long as we can reach you by ticket.

Thank you to all our customers, we appreciate that many of you have been very gracious and patient during this event with our support team, despite various communication difficulties.

UPDATED JAN 11, 2026 8:44 AM EST --- MIGRATION TO NEW SERVERS UNDERWAY FOR ALL CUSTOMERS

HOW TO REACH US IF YOU HAVE NOT GOT A RESPONSE YET:

1. Send email using a third party email provider like Gmail, Yahoo or Hotmail to send to support@easyonnet.com
   
   ...or...
   
   
2. Login to your account on our Customer Service Portal and submit a ticket using the Portal itself
   (no third party email required, but you'll have to check for replies by logging in)
   
   Remember...
   
   
3. Provide your name, your domain, and any means of contact that you can.

• Our team has been working around the clock to get email services online for customers that have reached out to us
• We responded to over 600 customers through yesterday and have completed migrations to new servers for most of them
• We are aware that our phone response has been poor due to volume, we are adding more help from our Web In Motion team to help with this on Monday.
• OUR RESPONSE TIME TO TICKETS HAS DRASTICALLY INCREASED and is where our FOCUS lies. When you leave a message our team is opening tickets internally with our tech support on your behalf, but callbacks have been almost impossible because of the volume of inbound calls.

UPDATED JAN 10, 2026 12:27 PM EST --- Legacy Infrastructure Recovery is Not Expected

• unfortunately recovery efforts have not been successful to date on the legacy infrastructure and we are now expecting to migrate all customers off the legacy infrastructure without exception. Efforts continue but we do not have confidence. As stated in past communications we have been preparing for the possibility for many months and have synchronized customer data to our new servers in preparation for more gradual migrations. Read the following and please try to remain patient as we get your services back online on new servers.
• all customers who have not reached out to use yet (please do not send second or third requests) are advised now to use alternative email accounts like yahoo or gmail accounts to sent a ticket request to us at support@easyonnet.com so that we can respond with migration information for transfer. 
• it will be very helpful if you have not already done so, for you to review the instructions here:
  https://easyonnet.com/outagehelp/dns-changeover
• all clients will be required to alter their nameservers, OR change DNS settings. IF you only have services with Easy On Net, you should change your nameserver settings as the instructions provide for. If you have split services, only mail with easy on net, then send in a ticket titled "Need Mail DNS Settings for Migration" and we will respond with settings as fast as we can.

UPDATED Jan 10, 2026 4:16 AM EST --- Mail Info Going Out Steadily --- No ETA on Legacy Infrastructure Recovery as Yet

• due to the fact that most customers have had to use alternative email accounts to contact us, our agents are replying as quickly as possible per ticket request for updated mail and password information. If you have already submitted a ticket requesting this, please hold on, we're working through the list as fast as we can.
• If you have not changed your nameservers yet, we highly recommend that you do so, follow the instructions provided and then notify us by ticket as directed in the instructions:
  https://easyonnet.com/outagehelp/dns-changeover
• General Webmail Information will be posted shortly to help users who already have their credentials but require help getting the correct information to configure Outlook and AppleMail clients.

UPDATED Jan 9, 2026 6:18 PM EST --- Migrations Continuing, No Updated on Legacy Infrastructure Restoration

• We have engaged additional support from our recently announced MSP brand Web In Motion, additional agents are being added to our phone queue
• Several hundred more customers' access has been restored.
• We are aware that many customers may not be aware of how to access webmail from their domains now, having been cut-over to the new servers.
• We will be posting an information page about webmail access for all customers shortly. This will be generic instructions for customers who have successfully changed their DNS/Nameservers. 
• If you need instructions for changing your nameservers to *.eondns.com to speed the migration, you can get help here:
  https://easyonnet.com/outagehelp/dns-changeover
• Once you've changed your nameservers, use an alternative email to send an email to support@easyonnet.com and request your passwords, and new passwords for your accounts will be sent to you.

UPDATED Jan 9, 2026 11:58 AM EST ---- Ticket Email Responses and Password Reset Emails Restored

• Having resolved capacity issues, our infrastructure team have restored working outbound mail for our ticket system and portal
• If you were unsuccessful in requesting a password reset in the last 24 hours, please try again now!
• Any customer who has submitted a ticket using an alternative email and has not received a response to date, please wait, a member of our team is working to respond to every open ticket we have to ensure that we're getting in touch.
• We are PRIORITIZING EMAIL ACCESS for all customers before attempting significant fixes to websites or other attached services.

UPDATED Jan 9, 2026 12:55 AM EST ---- Ticket Email Responses & Password Reset Emails

• Due to high volumes of tickets and ticket emails from the outage, our ticket system has been unable to push outbound mail for several hours, if you have submitted a ticket please hang on until we can resolve the matter and respond.
• Customers attempting to reset their passwords on our Customer Service Portal are also affected by this issue and will be unable to get passwords reset until it is resolved. We will update all customers on this issue as it is critical to communciation with you, our customers.

UPDATED 12:17 AM EST ---- Responses to Phone Messages and Migration Progress

• We have extremely high call volumes in response to the outage, and a backlog of phone messages to return.
• Our team is working to return these calls early tomorrow, but have ceased returning calls from 12AM EST onwards to 8am.
• The Legacy Infrastructure continues to be down at this time and we are making progress migrating customers to new infrastructure
• 782 customers whose Nameservers were pointed at *.eondns.com nameservers have had their DNS records updated to point to new hosting servers at this time
• A remainder of 1284 customers remain using shawhosting, meganameservers or rogers based nameservers which must be updated in order to migrate to our new server infrastructure.
• We are reaching out proactively through the business day tomorrow (Jan 9, 2026)
• There is no ETA as yet on recovery of the legacy Rogers/Shaw infrastructure.
• At this time, the course of action is migration of all accounts to new accounts on upgraded servers.

UPDATED 10:10 PM EST --- Email Issues with Ticket Responses

• as a result of high volume, responses from our ticket system have been bogged down, we are doing our best to return calls but email replies from our system are held up at this time.
• any customers who have sent in email tickets in the last few hours, we will attempt to respond as soon as possible, please be patient.

UPDATED 6:53 PM EST --- Outage issues continue at this time:

• our agents remain available and are responding to tickets and calls as fast as possible
• there is no updated ETA as yet on the legacy infrastructure
• migration efforts to complete customer migrations to new servers are underway, if you have already been contacted or successfully reached a team member your migration will be completed as quickly as we are able.

UPDATED 3:27 PM EST --- Outage Expanded to Include Web Hosting and Email Services

What’s happening

A system wide outage has occurred in the Legacy Rogers/Shaw Hosting Infrastructure. The email issue you’re experiencing is related to legacy infrastructure that we inherited from Rogers Communications Inc. in 2024, which includes customers from Shaw Hosting.

Why this is occurring

Since inheriting it, we’ve been methodically moving customers off this system, due to it's age and concerns with reliability but over time it has become less stable and more prone to failures. To date we have dealt with these issues as they have affected smaller numbers of customers and we have actively been migrating customers off of this system with as much a speed as possible but due to the age of the system it takes individual attention to migrate customers and so the progress has been slow.

Impact

The problem is expanded to include both email and web hosting services.
You are only affected if you were previous a Rogers or Shaw Hosting customer and are still using the Legacy system (the same panels and interfaces that you would have used when you were with Rogers/Shaw).

What we’re doing

We are actively working with the upstream operators of this legacy system while they address the issue.
However, because this infrastructure is outside of our direct control, resolution timing is not something we can fully dictate.

Why migration is now being discussed

This situation is exactly why we’ve been encouraging customers to transition off this inherited platform.
As the infrastructure continues to age, these issues are becoming more frequent and harder to resolve quickly.

Solution: Migration to New Servers

To Request Immediate Migration: contact us by phone at 289-803-9089 ext 2, or ext 1 or send an email using another email account like Gmail or Yahoo to migrations@easyonnet.com and request that we migrate your domain. Please make sure to identify yourself by name, and the domain you are requesting. We will respond in the ticket or call you to give you an update.

All of our operators have been directed to take calls on any extension regarding this issue.

What we need to confirm first

Before moving anything, we’ll verify that your account is fully synchronized and safe to migrate.

We have been running syncronizations every 24 hours to our new state of the art servers for months now in preparation and have moved over 2000 customers so far out of the legacy system. 

Most accounts are ready and have only been awaiting scheduling but we must confirm before proceeding.

Next steps

Let us know whether you’d like us to check your migration readiness and whether you’re able to update DNS today.
If not, we’ll continue to monitor the legacy platform and keep you updated.

Reassurance

Our long-term goal is to fully retire this inherited infrastructure and eliminate these kinds of outages entirely.

Affecting System - Internal Easy On Net Email Servers

• 26/12/2025 10:02 - 26/12/2025 00:00
• Last Updated 26/12/2025 14:43

We are currently experiencing an internal network issue affecting email delivery to @easyonnet.com addresses. As a result, email-based support requests and ticket submissions are temporarily unavailable.

Important: This issue is limited to our internal email system only. All customer servers and hosted services are operating normally and are not impacted.

If you require assistance during this time, please contact our support team by phone and leave a voicemail so we can respond as quickly as possible:

Support Line:
+1 (289) 803-9089
Extension 2 – Technical Support

Our team is actively working to resolve the issue and restore normal email service. We appreciate your patience and understanding.

Thank you,
Easy On Net Support Team

Affecting Other - Cloudflare.com

• 18/11/2025 09:10 - 18/11/2025 00:00
• Last Updated 19/11/2025 09:31

Cloudflare DNS Outage, Worldwide Interruptions in Service

UPDATE: Cloudflare believes the issue is now resolved (see the status page below). Aftershocks are still being reported but they have implemented a fix.

You can find information about the Clouflare outage here:
https://www.cloudflarestatus.com/

The Outage is having wide reaching affects on services all over the world, including services like X.com and ChatGPT itself.

Any customers using cloudflare for DNS are affected potentially and will have to monitor cloudflare's status page above for updates!

Rest assured any services with Easy On Net that are integrated with a Cloudflare nameserver are in working order, but rendered innaccessible by Cloudflare's outage.

We are monitoring the situation as best we can and will assist customers with accessing data if needs be, but for now we advise that customers wait and give Cloudflare a chance to get their systems back up and service restored, it is still very early.

Affecting Other - VM Hosting

• 06/10/2025 19:05 - 06/10/2025 20:54
• Last Updated 06/10/2025 20:54

8:54 PM EASTERN TIME

The Issue has been resolved, and all affected Virtual Servers have been rebooted.

---

Dear Customers

We are currently addressing a technical issue affecting one of our infrastructure hosts. To ensure continued reliability and stability, we will be performing an unscheduled reboot of the affected systems.

During this maintenance window, your virtual machine(s) may experience a brief interruption in service. We expect the downtime to be minimal, and all systems will be restored as quickly as possible.

We appreciate your patience and understanding as we complete this necessary maintenance to maintain optimal performance and stability.

You will be notified individually by email if this your virtual server was affected by this issue.

Sincerely,
Easy On Net, Server Team

Affecting Server - janus9.easyonnet.io

• 02/09/2025 14:49 - 02/09/2025 16:03
• Last Updated 02/09/2025 16:04

2:30 PM - Issue identified and Investigated.

• The issue was identified after 2:30pm Eastern Time, following a series of performance impacts on the server.
• All Services on Janus9 were affected, including mail, control panels and websites.

4:03 PM - Issue Diagnosed and Resolved

• The issue was related to a memory overrun that causes several services to halt 
• Services were re-initialized and cache was cleared
• Service has been fully restored