Service Update: Configuration Updates & Support Ticket Prioritization

TL;DR

• All boxes must be updated. A new configuration update was released to fix a Live Server 1 connection issue.

• Latest configuration version is 26.02.02.

• If you’re having trouble updating, use the links below.

• Support tickets are being handled in priority order.

• If your issue is resolved, please close your ticket so we can assist others.

Hello,

Due to the high volume of support tickets, we want to provide a clear update on recent changes, current priorities, and next steps.

Configuration Updates (Action Required)

A new configuration update has been pushed to all boxes to address a connection issue with Live Server 1.

• Current configuration version: 26.02.02

• All boxes must be updated to this version for proper connectivity.

If you are unsure how to check your version or run the update, please use the resources below:

• Step-by-step video walkthrough:
  https://myboxsupport.screencasthost.com/config-update

• Subscriber explanation of the update process:
  https://myboxsupport.screencasthost.com/user-config-update

These guides show how to check your configuration version and how to manually run the update if your box has not updated automatically.

Current Support Priority Order

Support tickets are being addressed in the following order:

1. Configuration Updates

   • Ensuring all boxes are updated to version 26.02.02.

   • Users not updated may continue to experience connection issues.

2. Live Server 1

   • Live Server 1 lines are being checked and extended on a per-member basis.

3. Orange Plan

   • We are aware of the Orange Plan outage and are actively investigating.

4. Black Plan

   • Black Plan lines are being checked and extended per member.

5. Green Plan

   • The Green Plan has experienced two security breaches within the past week.

   • We are actively working on a plan of action to prevent further server attacks and improve stability.

Important: Open Support Tickets

If you opened a support ticket and your issue has been resolved, please close your ticket. This allows our technicians to focus on subscribers who are still experiencing unresolved issues.

If your issue is not resolved, please keep your ticket open.

Why These Changes Are Happening

Recent outages and security events have highlighted the need for:

• Improved stability

• Stronger security controls

• Better redundancy and configuration management

Updates to service structure and plan features are being designed to address these issues. More details will be shared once finalized.

Thank you for your patience and cooperation.

Best regards,
The MyBoxSupport Team