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Is Namecheap still down? Web hosting company says ‘we failed you’ as users express frustration
Namecheap faced a significant outage affecting websites globally for several hours.
Namecheap, a leading hosting provider, experienced a major outage that resulted in websites worldwide encountering difficulties for several hours.
The web hosting firm reported problems following what it described as “a failure of cooling systems” at its data center located in Phoenix, which rendered the company's hosting plans, EasyWP, DNS, and email services completely offline, as per TechRadar,
The resolution of the issue took approximately 15 hours, during which users were also unable to access Namecheap's services, including email, accounts, and more.
Namecheap outage: Here's what web hosting firm said
Namecheap experienced an outage, which was elaborated upon in a comprehensive update on its status page, ensuring users were kept informed during the incident.
The issues began to arise around 12 PM EDT, when two of the four chillers at the data center were restored to operation. However, it was not until 5:30 PM EDT that the "core databases" were reactivated, followed by an additional 40 minutes before Namecheap.com and Namecheap Live Chat were operational again.
The company's support helpdesk was also impacted, resulting in staff being unable to respond to live chat and emails, which left numerous customers feeling frustrated.
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Full service was ultimately reinstated at 3:50 AM EDT, with Namecheap CEO Hillan Klein actively seeking to keep customers informed about the situation through his X account, where he posted updates throughout the day.
"Once restoration is complete, we will conduct a thorough post-mortem of today’s outage—what led to it, where our existing safeguards and protocols failed, how we responded, and, most importantly, what we need to change to ensure an incident like this never happens again," Klein noted.
"We will be transparent about what we learn and will share the results of that review, along with the actions we are taking, with our customers as soon as it is ready."
“We failed you today. We know that trust is earned through our actions, not our words, and we will work every day to regain the trust we lost.”
Namecheap users express frustration
Namecheap users expressed dissatisfaction with the company's recent updates, demanding compensation and information regarding the timeline for the restoration of their services.
“How long will your service be down? Your last update said it should be back online, but I just tested it and it is still down. Please provide an updated status and ETA,” one person wrote.
“What is the update? Still facing the issue,” another said on X.
"Failed is an understatement," another responded to Klein's message. “Sh*t happens but this was unacceptable. Businesses will fail because of today’s shambles. No way I’ll be staying after years of being a happy customer.”
