| Posted by kbugdesigner, 08-16-2005, 01:43 PM | | Hello,
Im having problems with e3 servers, i have been receiving emails from e3servers billing that the payments are being declined, since than i have been sending messages to them asking for the reason of the problem but no one answer, now suddenly the server went off and all my clients accounts has gone i already sent urgent tickets but still cant get any answer.
Is there any problem with e3 servers?
I there anyone that can help me?
Regards,
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| Posted by BF-Gary, 08-16-2005, 04:49 PM | | The server you are on looks up here. Can you do a traceroute?
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| Posted by kbugdesigner, 08-16-2005, 05:11 PM | | Hello,
Thanks for your reply, it seems the server is up again and the accounts seems alright. The e3 servers begin to answer now, but 4 days without reply is serious matter.
Regards,
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| Posted by ByteMaster, 08-17-2005, 11:45 AM | | Have they responded to you at all and explained what happened?
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| Posted by kbugdesigner, 08-17-2005, 02:51 PM | | Hy,
They explained me the reason that made the server go down:
------- Hi:
We have found the problem with this server. There was an undisclosed control panel bug which caused the server to crash. Apparently this process replicated itself by the thousands and crashed the server. We found out about this and have applied a fix to the server. It should resolve the situation.
-------------
They don´t mentioned the delay on the suport tickets.
The only response i got for that was:
---------Hello:
We are sorry for the delay, they should be responded to now.
--------------
Regards,
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| Posted by beachtrader, 08-17-2005, 04:16 PM | | Hello:
We are sorry you did not receive our response. You inquired about changing your credit card on file and I show this happened sometime in the last 12 hours. The link to change your billing details was sent but for some reason it appears you did not get it. The response given above was closing out a duplicate ticket as your other ticket was responded to already. Thanks,
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| Posted by kbugdesigner, 08-17-2005, 04:55 PM | | Hy,
I received last week some declined billing statement at my email, friday i asked through support ticket the reason for the declined billing.
I sent one or two more support ticket until tuesday, in that day the server went down and i thought that the reason was the billing problem than i sent another 2 support tickets, finnaly in that day i received the first answer.
Until now i had no problems with e3 server assistance, but this time the service didnt have the best response, hope that the support becomes better.
About my account and the way is working im satisfied.
Regards,
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| Posted by beachtrader, 08-17-2005, 10:37 PM | | Hi:
We replied to your original ticket but did not reply the multiple duplicate tickets you opened. Usually when you put in a ticket you wil receive an email response to your ticket; if you don't you can always login to check the response. We did not respond to all of the duplicate tickets because we updated the orginal one instead. Like I said we are sorry you did not receive the updates from the online help system. In the future if you have a problem with any server or account open a ticket to the Technical Support section and check it for updates. If there is a server wide problem or outage the ticket will be updated within minutes with the relevant information. Thanks,
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| Posted by kbugdesigner, 08-18-2005, 05:14 AM | | Hy,
Thank you for your response, i will follow your advise in the future.
Regards,
João Neves
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