New Horizon Hosting LLC - Notice history

This incident has been resolved without a cause at this time and we will update once we get an update from the hosting provider for an answer to the route cause however I have been assured this has been resolved.

This has finally been resolved and has completely resolved for multiple days at this time and we are now considering this as resolved. We will add a new incident to this if there is any extra events however we are not expecting this.

It seems to have calmed down and hopefully impacts should now be stopped as we are able to mitigate majority if not all the malicious traffic.

They are still on going with the large DDoS attacks and affecting our services still, we are doing all possible to prevent this however these attacks are so large they are still having an impact.

The attacks have calmed down slightly still having some affect, we are hoping that affects on our customers are minimal.
So we can get a better idea of actual impact please reach out to us if you are noticing an impact,

Overview

On 31st October 2025, our services experienced a widespread connectivity outage due to an unannounced configuration change made by our upstream network provider. This change temporarily blocked all inbound and outbound network traffic, resulting in service interruptions across multiple systems.

We sincerely apologize for the impact this had on our clients and want to share details about what occurred, how it was resolved, and the steps being taken to prevent similar issues in the future.

What Happened

Our upstream provider implemented a change to their firewall configuration without prior notification. This change modified the default network policy from an open configuration that allowed all traffic to a restrictive one that blocked all traffic by default.

Because this adjustment was made at the provider level, it immediately affected all of our connected systems and services. The change prevented normal communication between our application servers, APIs, and databases, leading to widespread service disruptions.

Impact

• Temporary loss of access to several client-facing applications and APIs

• Disruption of internal and external system communications

• Delayed processing of transactions and service requests during the outage window

All affected systems were fully restored once the issue was identified and resolved.

Resolution

Upon detecting the outage, our network engineering team engaged with the upstream provider to investigate and isolate the issue. After confirming the cause—a global deny-all firewall policy introduced at the provider level—our teams worked together to implement the necessary allow rules and restore connectivity.

Due to the number of systems and services impacted, recovery was performed in phases to ensure accuracy and stability. Full service functionality was restored by 1st November 2025 7:36 pm UTC.

Preventative Measures

We are working closely with our upstream provider to ensure greater transparency and coordination for future network-level changes. In addition, we are implementing internal safeguards to improve resilience and minimize potential downstream impact from external providers.

Our ongoing and planned improvements include:

• Establishing enhanced communication and change notification protocols with our upstream provider

• Creating redundant network pathways to mitigate dependency on a single configuration layer

• Expanding real-time monitoring and alerting to detect provider-level changes more rapidly

• Reviewing and strengthening incident response procedures to reduce restoration time

Moving Forward

We fully understand how critical service availability is to your operations. Although this incident originated outside our direct infrastructure, we take full responsibility for maintaining a resilient service environment and ensuring timely communication in the event of external disruptions.

We appreciate your patience and understanding during this event and remain committed to transparency, reliability, and continuous improvement.

If you have any questions or would like additional details about this incident, please contact our support team at support@newhorizoncloud.com.

The fix is now fully implemented and all systems should be coming back online.
If you have any issues please open a live chat or ticket and we will gladly assist.
If you are a VPS customers sadly this isn't totally fixed with this so please reach out to us with relevant ports and protocols and ips and we shall assist.

We are continuing working on a fix and hopefully servers shall be useable again shortly.

A upstream change for our firewall provider caused this issue we are implementing a fix now for this and we will update when this change has successfully completed.