| Posted by stubbyd, 11-25-2011, 02:05 PM | | I've come here to vent my frustration.
And first I admit that some of it may be my lack of knowledge or understanding but then .... anyway.
I moved from a standard cpanel setup at my old hoster to an EZPZ reseller setup. Originally I had no plans to resell I just thought the extra space, bandwidth, etc would be nice to have without worrying. And I've had no real issues either.
However, since then I need to bring over a website I look after for a charity. When I say look after I know enough to navigate around, ftp bits and even some basic code editing - but don't ask me to track a php error down...
But without boring you I've wanted to transfer that cpanel account across and put it on my WHM setup under its own account. Should be easy right?
So far it has taken over 24hrs of back & forth emails which each reply telling me something different. Also each reply is the bare minimum, which means I have to ask yet another question to get yet more information that should have been supplied straight off the bat. And now I can't even get access to the EZPZ forums to discuss it....
They may be a good hoster, but so far my experience when I need to talk with tech is worrying. And HUGELY frustrating.
There, I feel a bit better now.
|
| Posted by trustedurl.com, 11-25-2011, 02:09 PM | | Transferring from cPanel to cPanel? Easy: create a full cpanel backup, upload to the new server and ask them to restore.
What are they saying is the problem?
|
| Posted by Martin-D, 11-25-2011, 02:10 PM | | When you say "Pat" do you mean a tech called Pat or that they're patronising?
|
| Posted by stubbyd, 11-25-2011, 02:15 PM | | First that the user isn't created - so I create it.
Then they tell me the user is cerated and I need to delete it - so I do.
Then that the restore was duff - ok fair enough so I upload a fresh one and they tell me it worked
But I can't see teh details or teh user in the WHM panel.
And then we go round the tree agian
And then variations of the above....
It's just dragged on too long.
|
| Posted by stubbyd, 11-25-2011, 02:18 PM | | Pat answers - are ones that come with a one line response that don't (quite) supply enough information and cause you to have to re-ask.
You then get a different tech answering and ....!
From the free dictionary: a quick, easy answer; a simplified or evasive answer
|
| Posted by kpmedia, 11-25-2011, 02:38 PM | | That's very typical of outsourced support desks that get paid by the ticket.
But I don't think EZPZ outsources.
|
| Posted by stubbyd, 11-25-2011, 02:50 PM | | I get the impression they aren't outsourced either. Working for an outsourcing company as I do at the 2nd/3rd line level I agree that these types of answer are inidcative of that.
I fully ppreciate the number they must get as well - but when they don't give an answer n one ticket that then takes a further 4 or 5 to get the answer (along with generating more questions) then it can't be beneficial for either end.
Certainly isn't for me.
|
| Posted by trustedurl.com, 11-25-2011, 02:54 PM | | The tech(s) are just being inconsistent/inexperienced, besides, couldn't they have created the user for you? That would have been good customer service.
|
| Posted by stubbyd, 11-25-2011, 02:56 PM | | Ding! Prize goes to trustedurl
|
| Posted by Dan_EZPZ, 11-25-2011, 02:56 PM | | Do you have the ticket ID so I can investigate this?
|
| Posted by trustedurl.com, 11-25-2011, 02:59 PM | | What do I get? As long as it's not a red Ferrari...
|
| Posted by stubbyd, 11-25-2011, 03:00 PM | | 439221 is the big one at present Dan.
I'm tired now and don't much care what the result is anymore (not really true, but I ma tired), but you can also add in 772630 as another one that from my perspective should be an easy one (and probably done 100 times or more by you guys already) but has so far proven to be unanswered / in abeyance.
|
| Posted by Server Management, 11-25-2011, 03:04 PM | | Why is it?
Outsource companys work per ticket not per reply...
|
| Posted by Dan_EZPZ, 11-25-2011, 03:04 PM | | 439221 was a backup restore request, as your old server is generating corrupt backups there isn't much we can do about this unfortunately. As mentioned in the ticket you'd need to contact your other provider as they'll need to investigate why this is happening.
#772630 just looks to be a problem with the loginshare with our forums. I'll manually create you an account and provide the details in the ticket.
|
| Posted by stubbyd, 11-25-2011, 03:07 PM | | To the second - thank you.
To the first - as I've just asked, can you not copy direct from cpanel then? I can create another backup, just the one provided was taken by siteautobackup which has not given me any issues before now. And I know it to be a clean backup as well.
|
| Posted by Server Management, 11-25-2011, 03:13 PM | | Sure, You can do that, But if the account is creating corrupt backups chances are if you have any databases they will be corrupt upon extracting them from phpmyadmin
|
| Posted by stubbyd, 11-25-2011, 03:17 PM | | Well I know it's no litmus test but the file extracts perfectly on my box at home.
Though at this stage nothing would surprise me.
|
| Posted by Dan_EZPZ, 11-25-2011, 03:24 PM | | The file itself isn't corrupt, it extracts fine however one of the configuration files in the backup isn't valid.
I'll be updating your ticket in just a second.
|
| Posted by stubbyd, 11-25-2011, 03:31 PM | | Ah ok - I have local copies here so if you tell me which one then can we restore as is to get the account up & running and I will then replace the offending file manually?
|
| Posted by Vinayak_Sharma, 11-25-2011, 04:06 PM | | Direct server to server cPanel account transfer does not work like replacing a file manually.
If the backup is corrupt, cPanel will refuse to restore it, in that case the only option is to do it all manually.
|
| Posted by smerrikin, 11-25-2011, 07:21 PM | | This is the reason I backed up all mine piece by piece. Never had success with the full panel backups. Too picky.
|
|
 Add to Favourites
 Print this Article
|
