| Posted by Ruchi, 03-01-2004, 06:36 PM | | Yesterday our websites were down for most of the day but came up last night. This morning they are down again.
As a reseller, this is obviously both frustrating and embarassing, and I don't know what to tell my screaming customers.
I can't use the DIY-Hosting support ticketing system as it also seems to be down, and I sent an email message to the support team around 24hrs ago and still haven't got a response. I had to use my ISPs account, as my business email was down!
I notice that DIY-Hostings main site is still up, so this issue seems to be limited to a certain server or datacentre. But it's interesting that their support system is effected by this issue.
Anyone else having problems?
BTW, as I'm from Australia the times I mention may not match with yours due to timezone differences
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| Posted by Reseller-Center, 03-01-2004, 06:46 PM | | Maybe try PM'ing them here. Simon visits this site daily I think... Username: IHSL
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| Posted by cartika-andrew, 03-01-2004, 07:46 PM | | Simon visits here alot - sorry to hear they had some downtime, but Im sure everything will be cleared up shortly...
Simons a stand up guy and DIY-hosting is a good company - Id expect everything to be back to normal soon (if its not already)..
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| Posted by Ruchi, 03-01-2004, 07:54 PM | | It's back online now.
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| Posted by IHSL, 03-02-2004, 03:32 AM | | Hi,
It was posted on our website since friday, that BurstNet were having trouble. (CPanel services only).
CPanel resellers were also notified that we would be switching Datacenters once BurstNet came back online long enough for us to migrate all the Data, which I believe is finished, and now there's DNS cleanups going on (services are live).
There's several ways to contact us, which is why we have a completely seperate section for our 'help desk', and 'contact us' page.
If you sent an email, and it was recieved, it will have been responded to. A quick note to keep in mind: if you get an auto-response, we've received your email. Another quick note that we tell resellers is that if you do not receive a response in 2 hours, there is something wrong, and you should try resending the mail, or simply call us (toll free: 24/7)
If you have any questions for me direct, you can get me @ s.orourke@ihservers.com
For those wondering; we hot-footed cpanel services to Global Compass, to accompany our H-sphere backup cluster
Simon
Last edited by IHSL; 03-02-2004 at 03:42 AM.
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| Posted by IHSL, 03-02-2004, 04:06 AM | | Another point I feel I must make on this, is the massive emphasis we try and put on the diy community.
If something's wrong, simply signup and post, give our tech's something to reply to at least.
Our helpdesk is merely one of 4 high priority ways to contact us, if it goes down (it was hosted on a box at burst), then there's the contact page, the forum, toll free phone, and of course our major news break update that was posted on our site.
I do feel for customers affected by the BurstNet outage, but trying any of the afore mentioned methods would have been a good solution for you, rather than post on a public forum, of which only two of our employees frequent.
Our main website has so much redundancy it's almost unreal (support options are spanned across 3 datacenters, all live.), and it is for this sort of scenario that was experienced during the Burst problems.
Simon
Last edited by IHSL; 03-02-2004 at 04:09 AM.
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| Posted by snake77, 03-18-2004, 04:28 AM | | Hi,
The email thing has not yet been solved it as it claims on the diy website. My clients and I are still having difficulties sending and receiving emails.
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| Posted by The3bl, 03-18-2004, 04:57 AM | | Thanks for telling us all. But if you want your problems solved try contacting your host on one of their support methods. I am sure they will have more power to fix it than any of us here. Plus WHT is not a support forum for your host.
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| Posted by jem77, 03-18-2004, 10:16 AM | | Last edited by jem77; 03-18-2004 at 10:19 AM.
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| Posted by Shoey, 03-18-2004, 12:30 PM | | What does 'DIY' mean?
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| Posted by S-T, 03-18-2004, 12:30 PM | | Im a new customer of DIY and I have had the same problems.
but they have been amazing with their support and I dont think people need to come here and complain - they are doing their best to resolve. emails are being sent, but it looks like they are getting held up at the server level for awhile - none seem to be lost, just delayed in getting there. someones going to ask, so here's my url > sales-trends.com. Thanks
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| Posted by IHSL, 03-18-2004, 05:03 PM | | I'm not sure exactly what section of the DIY site says it has been solved, but if you could please point it out to me, I will have someone correct it.
The announcement we made about it states we have it under control, but mail delivery will be slow as the new spam filter on the primary mail server is busy filtering what's good, and what's not.
We tested the water with some resellers, and asked if they would prefer us to delete the entire current queue, and pre-proc queue, or let the mail server, spam filter in tow, clean it's self by simply doing it's job, over time. This would/will cause a delay in mail delivery, but will keep it intact.
If you have any concerns, we have our own forum, at which nobody has posted regarding this issue. We also have our inbuilt ticket center, at which all tickets have been swiftly dealt with.
As it stands now, the only issue we have is that mail delivery some times slows down. This is the only issue we've had with the H-Sphere cluster in our entire history, and I for one am very happy at how our technicians have handled the situation. We've dealt with spammers in the past, and whilst they sometimes take hosts down, and mail is lost, I think our guys have done a marvelous job keeping the boxes live, and keeping mail coming through.
We will update veryone when we know the slow down is over.
I would however ask that DIY customers consult our forum, and not WHT in this type of scenario. I myself am not in the office today, and I am the only frequenter of WHT from EIRCA (Dean posts rarely I think).
One of the problems we now face, is that some resellers are actually spamming now, trying to test if the server is up to 100% again. Hitting "send" every 20 seconds in outlook, sending to themselves, or to us, just makes our job longer.
I have asked Dean to make a post about this on our forum, I'd urge our resellers to look there for news. It will be in the reseller only section.
Simon
Last edited by IHSL; 03-18-2004 at 05:15 PM.
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