IT incident update

- This article was updated on 23 July to confirm clinics will open on Wednesday 24 July and inform of new Scotland location - 

Following Friday’s global IT issues caused by the Crowdstrike incident, all our customer facing services and critical operations were back up and running by yesterday evening. We can assure colleagues that our payroll systems were not impacted by this outage, and we will process payments as usual.

Thank you to everyone for their patience and especially to all the teams working tirelessly to minimise impact on our customers and colleagues.

Instructions for colleagues who still have laptop issues

We know that many colleagues are still experiencing problems with their laptops.  If you haven’t tried the fix of restarting your machine multiple times, please do try this as it has worked for more than 1,000 colleagues so far. However, it is not a guaranteed fix, and it may take around 10-15 attempts, so you may need to patient.

If you have tried this, and you are continuing to have issues, then we will need you to come in to one of six drop-in clinics that are being set-up across the country on Monday 22 July to Wednesday 24 July from 8am to 5pm. A remote fix isn’t possible at this time so you will need to attend a Royal Mail site for an engineer to manually resolve it.

Drop-in clinics locations:

• Farringdon - Mount Pleasant Mail Centre, Mount Pleasant , London EC1A 1BB
• Sheffield – Sheffield City Delivery Office, Pond Street, Sheffield S1 1AA
• Chesterfield - Royal Mail Group Future Walk, West Bars, Chesterfield S49 1PF
• Midlands Super Hub - Royal Mail Midlands Super Hub, Northampton NN6 7GZ
• Bristol - Royal Mail Bristol Mail Centre Gloucester Rd N, Filton, Patchway, Bristol 
• (Monday & Tuesday only) Edinburgh - Mail Centre, 11 Cultins Road, Edinburgh EH11 4YY
• (Wednesday only) Glasgow - Glasgow Mail Centre, 20 Turner Road, Glasgow, G21 1AA

On arrival, reception will guide you to where you need to go. There will be a first come, first served ticketing system and your patience is appreciated as engineers work to fix the devices. Each device should only take 10-15 mins to resolve. Please remember to bring your Royal Mail ID to facilitate quick access to the relevant site.

As you will be aware, we have very limited parking facilities at our sites - with the exception of Midlands Super Hub - so please take public transport wherever possible.  If that is not an option for you you may need to find local parking facilities near the sites.

Instructions for people with Desktop issues

If you haven’t tried restarting your machine multiple times, please do try this. If that does not work and you are based in one of the 6 drop-in centres, your machine will be fixed by the engineers on site. If you are not based at one of those sites, please bear with us and we will be in contact with you to confirm arrangements.

Q&A

My laptop seems to be working now but do I still need to bring it in to be checked?

No

I can’t get to one of the six clinic locations, what do I do?

Please do your best to attend a clinic on either Monday - Wednesday. We appreciate there may be exceptional circumstances and we will address those once the bulk of the devices have been fixed.

I’m going on annual leave, can someone else bring my laptop for me?

No, you will need your login details for your laptop, and these should not be shared.

If my desktop is affected, do I take it to a clinic, or will an engineer come to my site?

Do not remove desktop devices from your site. These will be fixed in situ by an engineer. The drop-in clinics are for laptops only.