INC31512882 – Delayed email delivery – RESOLVED

08/09/2022 10:17:00 AM (BST)

Issue Status : RESOLVED

Description : We are aware of an issue this morning relating to mail delivery across the NHSmail platform. At around 9am this morning mails started to back up on the Relay Service and we were alerted to the issue. The issue is will impact the following emails:

Mails being sent from nhs.net email addresses to external mail domains;
Mails being sent from external domains to nhs.net mailboxes;
Mails sent via the SMTP High-Sending Relay to external domains or nhs.net accounts.
Mails being sent from nhs.net to other nhs.net accounts that don’t utilise the high-sending solution are not impacted.

Engineers are urgently investigating the issue to try and resolve it as soon as possible. Updates will be provided as soon as more detail becomes available.

Business Impact : Impacted users may experience a delay when sending to or receiving mail from external domains; this will include those using the SMTP high-sending Relay Service. Email sent from nhs.net to nhs.net is not impacted.

Final Update : 08/09/2022 16:40:00 PM – The backlog caused by the issue this morning has now been fully cleared and all mails have been delivered as expected. The issue was caused by an erroneous update made by our 3rd-party supplier. We apologise for any inconvenience caused and thank you for your patience whilst we worked to support the resolution of this incident.

To report any issues, please contact 0333 200 1133 / helpdesk@nhs.net