We have today 31st March 2010 been advised by Sage Pay our secure online payment provider that they have been experiencing technical payment processing problems for certain banks which includes our bank Lloyds.
In the event that you are having trouble processing your order at the payment stage please would you not give up on us but give us a call on 01702 606 290 and we will try to retrieve your order information and assist you with the processing.
We are hoping that things will return to normal very shortly and apologise to all our customers who have had a frustrating time trying to place orders with us.
If you have any issues please feel free to call me or email me personally nigel@havens.co.uk
Many thanks for your understanding and patience,
Kind regards,
Nigel Havens
Below is the statement issued by Sage Pay Wednesday 31st March 2010 at 2.22pm :
“Hello,
We’d like to update you on an external issue which is effecting nationwide telecomms/datacomms.
British Telecom has confirmed a fire at their Exchange in the Paddington area of London. This has impacted a huge number of UK businesses, including Sage Pay and the major banks that route transactions through the Exchange. Sage Pay has taken action on your behalf by quickly moving transaction processing to our backup data centre. However, the issue has affected connectivity to some banks who rely on the exchange and we are currently unable to process via those banks at this time.
Please note, as banks and payment providers look for alternative transaction routing solutions away from the Paddington Exchange, this could create some general capacity issues, resulting in transaction ‘time-outs’.
We’ll be regularly updating our system monitor page, however if you would prefer to speak to one of our advisors, we remain open 24/7 throughout the Easter period.
Kind regards,
Colin Mould
Head of Customer Services”