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Mods .. please lock this one. No need for any more replies.

W

wyvrn

Lifer
I use two domains on my hostpc account. Today, both of them have disappeared, literally. They aren't even listed in my account status. I have prepaid a year's worth of service. I cannot ping my domain name, the name is not resolved. They just nuked my site out of existence. There servers all show as 'up'.

Nobody responds in live chat. I know it will be days before they respond to my ticket, because regardless of what the issue is, that's just how long it takes them.

It sucks because I use the email account to, so now I have to resort to yahoo. It sucks because I am applying for jobs, and I know if anyone responds to me, they will get a bounce back.

I need a reliable host that responds to issues by priority and also is reasonably priced. Any suggestions?

If you suggest a host, can you please answer the following questions:

How long have you used them? Uptime good? If you filed a support request, how long did it take them to respond?

Locked, per your request.

AnandTech Senior Moderator
Compuwiz1
 
I'm using Downtownhost now, they're fairly expensive but I'm pleased with them. Not many shared hosts use dual xenon servers (8 cores) on entry level shared plans.

I only recently switched to them, so I can't comprehensively say how good they are.
 
I provide *nix hosting services on the cheap if you need them... it's not quite as fancy with all the control panel stuff as what you might have now, but it's reliable and affordable. PM me if you want more information.

How long have you used them? - I've been hosting websites for about 5 years. I have a few dedicated servers in a data center in Manchester, CT http://www.fandotech.com/
Uptime good? - Yep 1:57PM up 142 days, 7:41, 1 user, load averages: 0.06, 0.01, 0.00 (and that was routine maintenance)
If you filed a support request, how long did it take them to respond? - I'll give you my cell phone #. Seriously. But I usually respond to e-mails within a few hours, if not faster.
 
Stay away from Myacen/SolidInternet if you're a fan of customer service.
CookieHost has responded well to tickets I've opened.
 
HostPC responded to my ticket within an hour yesterday. They didn't fix my problem but I can't blame them as I can't tell them exactly what the problem is in the first place.
 
well i finally got a response in their chat channel .. they disabled my dns servers and I never got a notice .. looks like my site is back up ..

It was the owner that responded, which is nice. Normally it takes a few days for a response.

I am still going to look at other hosts, though. Wouldn't mind paying more for better service.
 
Originally posted by: wyvrn
I use two domains on my hostpc account. Today, both of them have disappeared, literally. They aren't even listed in my account status. I have prepaid a year's worth of service. I cannot ping my domain name, the name is not resolved. They just nuked my site out of existence. There servers all show as 'up'.

Nobody responds in live chat. I know it will be days before they respond to my ticket, because regardless of what the issue is, that's just how long it takes them.

It sucks because I use the email account to, so now I have to resort to yahoo. It sucks because I am applying for jobs, and I know if anyone responds to me, they will get a bounce back.

I need a reliable host that responds to issues by priority and also is reasonably priced. Any suggestions?

If you suggest a host, can you please answer the following questions:

How long have you used them? Uptime good? If you filed a support request, how long did it take them to respond?
Click to expand...

That's strange. I've been using hostpc for over a year now and whenever I open a ticket, I get a response within the hour. Usually within minutes.
 
Originally posted by: wyvrn
well i finally got a response in their chat channel .. they disabled my dns servers and I never got a notice .. looks like my site is back up ..

It was the owner that responded, which is nice. Normally it takes a few days for a response.

I am still going to look at other hosts, though. Wouldn't mind paying more for better service.
Click to expand...

ahhh yeah that happened to me as well. Their response was that it was mentioned in the forums. I told them they should have sent out a freaking email to their customers instead of expecting us to keep an eye on their forums. Hopefully, they don't screw up again.
 
Originally posted by: dabuddha
Originally posted by: wyvrn
well i finally got a response in their chat channel .. they disabled my dns servers and I never got a notice .. looks like my site is back up ..

It was the owner that responded, which is nice. Normally it takes a few days for a response.

I am still going to look at other hosts, though. Wouldn't mind paying more for better service.
Click to expand...

ahhh yeah that happened to me as well. Their response was that it was mentioned in the forums. I told them they should have sent out a freaking email to their customers instead of expecting us to keep an eye on their forums. Hopefully, they don't screw up again.
Click to expand...

Yeah an email blast 24 hours before hand as a reminder would have been a nice touch. Thankfully godaddy seems really good at dns propogation, and I can see my sites 10 mins after I changed the DNS.

 
Originally posted by: dabuddha
Originally posted by: wyvrn
I use two domains on my hostpc account. Today, both of them have disappeared, literally. They aren't even listed in my account status. I have prepaid a year's worth of service. I cannot ping my domain name, the name is not resolved. They just nuked my site out of existence. There servers all show as 'up'.

Nobody responds in live chat. I know it will be days before they respond to my ticket, because regardless of what the issue is, that's just how long it takes them.

It sucks because I use the email account to, so now I have to resort to yahoo. It sucks because I am applying for jobs, and I know if anyone responds to me, they will get a bounce back.

I need a reliable host that responds to issues by priority and also is reasonably priced. Any suggestions?

If you suggest a host, can you please answer the following questions:

How long have you used them? Uptime good? If you filed a support request, how long did it take them to respond?
Click to expand...

That's strange. I've been using hostpc for over a year now and whenever I open a ticket, I get a response within the hour. Usually within minutes.
Click to expand...

That's great. Considering what they charge, that is a very good response time.

When I put in a ticket, it is usually 2-3 days. I used IRC this time which was much faster. Will probably stick with that now instead of using help desk tickets.

As far as uptime, there have been a few glitches over the years but not too unreasonable until today.

My domains are still not listed on the billing site though, which worries me that something else may be going on.
 
For customers whos sites went down today, the issue is multipart.

1. The dns they were using was VERY old (most was ns94a/b). That changed back in 2007 to ns5xx ... we went to servers numbered 500+. For those that did NOT change the ns94 entries back then, resolution worked to the ns5xx series until today. For those that DID update back then, dns failed on ns94 after those old servers were removed from service in Florida, today).

2. We have the ability to "hotwire" dns through our registrar, and using aliases in our DNS zone - which we did for the 5xx series - but we missed the old 94 entries - frankly, I didn't think anyone was using them any longer - and well, I plum forgot about it. I've since put the hotwire in place at enom - and in our DNS zone - so it should be workinig for everyone with ns94 entries - although you REALLY should keep dns entries updated/current.

3. the www94 issue was addressed in our forums: http://www.hostpc.com/community/showthread.php?t=3780 .. it was an emergency move and our priority was to get everyone stabilized. If you didn't receive an email - one of three things could have happened. A) the email address in your control panel was inaccurate, or old ... or B) the email went to a spam folder and was missed .. or C) I don't honestly remember, and have no evidence that mail was actually sent - but I believe it was.

As for not being available in live chat - we had over 40 tickets opened within the first hour of that server/dns going offline ... 3 techs were working on tickets and I had to step out of the office moments before all hell broke loose. 3 of us are sitting in live support - it looks like we missed one person (still online) and another that came in and literally left after 31 seconds of no reply.

Wyvrn - you said " know it will be days before they respond to my ticket" ... that's just not correct. Our average ticket response time is 22 minutes - and no active ticket is sitting in our que for more than 24 hours waiting for a reply. Never has it been "days".

If there's any other questions - I'll be happy to address them publically (unless it's personal client information) - our live chat remains open, as well as our helpdesk.

Joe
 
Thanks for responding Joe. Appreciate the response on IRC also.

But I differ on response times on tickets. Those are longer.

edit: BTW, I have had issues on my account before, but never complained publicly. I figured since I wasn't paying much, I wouldn't.

I use my email address for job searching now however, and cannot afford any issues or I might lose a lead.

I solved that by just telling everyone to use my yahoo account, however. Not going to take the chance on that again. Hopefully yahoo doesn't have any issues ... 🙂
 
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