| Posted by chatbox, 10-20-2007, 02:31 AM | |
Since past 50 mintues now, www.duportonline.com is down and so are all my websites hosted with them !
Anyone here who is hosted with them and has a similar problem ? Any ideas how to reach them ? I did sent a PM here to the site owner via WHT but a little paranoid for i dont have a clue what is wrong and clients are calling non stop here.
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| Posted by Jedito, 10-20-2007, 02:34 AM | |
Have you tried calling them?
+44.871277687
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| Posted by RossMAN, 10-20-2007, 02:47 AM | |
Did you send an e-mail to support@duportonline.com? Although their website is down, email might still be getting through.
Also I believe this was posted in the wrong forum?
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| Posted by anon-e-mouse, 10-20-2007, 03:02 AM | |
Thread moved
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| Posted by chatbox, 10-20-2007, 03:22 AM | |
Tried calling the number 0871 277 6875 listed on http://www.othellohosts.net/ as they own www.duportonline.com now but the number seems to be invalid ! Tried calling via VOIP as well as regular phone but in vain .
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| Posted by chatbox, 10-20-2007, 03:39 AM | |
Infact got a number on their website listed as
Emergencies +44 771 8586875
The number goes on voicemail !!! Almost 2 hours now and no update from the support !
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| Posted by astutiumRob, 10-20-2007, 05:11 AM | |
For prompt replies, try using one of the supported contact methods - hint a 3rd party forum is not one of them...
What is going on - as was advised to all affected clients, we are migrating all the sites off server Leo
Duport site down - yes we know, fixing issues with client sites is more important than takig new orders right now
Client sites should not be down - perhaps telling us what site might help diagnose what your problem is
Or maybe if you'd reached voicemail (the phone have been a bit busy) leaving a message would have helped ? We do return calls where necessary.
the main website makes it very obvious how to get in touch,and get support.
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| Posted by chatbox, 10-20-2007, 08:47 AM | |
"We have a support ticket system, and do not provide support by email"
This is what you said in 1 of your previous WHT PM and yeah i know , WHT is not for support as per you but check the original message, duportonline is down and there was no other way to reach you. the 40 minutes message was sent 6+ hours back and so were desperate attempts to call and an email to which i received a reply just 5 minutes back
The phone bell rang non stop and then it went to voicemail for the UK emergency as well as US Fone so quiet ironical that busy fones having the bell ringing non stop with no answers.
I was with duport for the service they provided and not these not-so friendly explanations and responses. I think its time to search for better places to host as well as write a review down about how you take up customer issues and what a bad experience it has been ever since we have migrated from duport to you.
Harsh but honest and that is what my comments above are.
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| Posted by chatbox, 10-20-2007, 08:56 AM | |
The Only email ever received is posted below. If that came through, any other sent for server migration should have come too but it never did or was it never sent ? I have emailed back on the same email address i received a response from and would want a fast turnaround now considering the delay which has already costed me 2 of my clients!!!!
Sent: Monday, September 03, 2007 5:27 PM
Subject: Updates to DuportOnline server Leo
> The DO Server "leo" is being replaced this week by a much faster new Xeon DualQuadcore machine.
>
> No action is required on your part if using our nameservers, everything will transfer and update seamlessly. If your account requires anything specific changed before it is migrated you will be contacted individually.
>
> Regards
> Rob
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| Posted by astutiumRob, 10-20-2007, 09:28 AM | |
The support ticket system is not affected by the migration which has been comleted for a number of hours, its on a separate machine on a separate network for exactly this kind of reason.
You managed to find it eventually, and once you reported the issue, it was investigated and fixed, your site is up and working fine.
8.12 am
You raised a support ticket, 200710-20-0802-60 Subject site - down
9.49 am
I replied explaining how to flush your dns if you werent seeing the site on the new server, which has been the most common problem seen post-migration - clients with cached DNS which an
ipconfig /flushdns
has been fixing almost universally
Once all the migrations were completed, and we started going through the support issues being raised
10.00 am
You replied with some more details
10.17 am
I replied showing the DNS was working and acknowledged an issue with the website, which was then passed onto the tech's to fix
10.51 am
A problem was identified in a config that your fixed ip settings had been mangled in the migration, and AFAIUI httpd.conf was manually fixed and apache restarted, which fixed the issue.
I'm sorry thats not good enough for your low-cost budget hosting service requirements, good luck with your next host.
I have no idea what "fast turnaround" you're asking for, your problem was solved over 3 hours ago
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| Posted by chatbox, 10-20-2007, 09:34 AM | |
Rob is a customer just free to waste your and own time if there was no issue ? How did you expect anyone to contact if the helpdesk on duportonline , where i always logged on the ticket was down ???
8.12 am
You raised a support ticket, 200710-20-0802-60 Subject site - down
Mods here would have access to the time i sent you a messages, its full 7 hours now so is that a fast turn around ? I guess not !
I emailed you from my gmail and i still dont have any emails from you about the issue So i dont know whom have you been replying to !!!!!
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| Posted by astutiumRob, 10-20-2007, 09:43 AM | |
Support for DuportOnline.com is not provided by PM'ing me through WHT.
Then please accept my apologies I'm confusing your PM with another one. And your gail has not arrived.
Please raise a *SUPPORT TICKET* with the appropraite details and someone will look at the issue at www.hostassist.co.uk
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| Posted by chatbox, 10-20-2007, 09:47 AM | |
You still expect me to do that after all the ORDEAL i've been through in past 7+ HOURS ????? Just get my sites on for the time i've paid you and i'll take my business elsewhere, this has gone too far and your company obviously does'nt know customer stands FIRST.
I received only 1 email from rob.golding@othellotech.net and i've already responded to it. If you cannot even reply back to it, no worries...will find some way out myself to get a backup of the domains and move on.
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| Posted by astutiumRob, 10-20-2007, 10:19 AM | |
If you dont raise a ticket with the details no-one will know look into whatever the problem is ! We at least need
1. to know there is an issue
2. what the affected domain name is
etc.
If anyone is still seeing issues with the migrated accounts from leo.duportonline.com, just complete a ticket and one of the onsite technicians will investigate accordingly, 11 sites are being migrated again due to issues with the account size, apart from that it *appears* to all be completed.
For anyone with private nameservers that might not have actioned the update,
ns1 80.76.216.51
ns2 80.76.216.52
replaces the original IPs
So far the only big issue I'm aware of is the reseller permissions didnt copy correctly and so there's some manual "fiddling" of ownerships needed to get WHM to list the accounts correctly
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| Posted by r2d3m, 10-20-2007, 06:10 PM | |
Chatbox, let othellotech help you. I have no experience with duportonline, but have heard that they are a very good company. Instead of complaining, work with othellotech and get your websites working again. If in the future you decide that you do not want to be with duportonline, then so be it. But, right now, you should try to work with othellotech to figure out the problem and fix it. You are just wasting time complaining. I understand why you are complaining - your websites are down, but complaining isn't going to get you anywhere right now.
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| Posted by Outlaw Web Master, 10-20-2007, 06:39 PM | |
sites up ...
owm
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| Posted by astutiumRob, 10-20-2007, 11:50 PM | |
There are from some final issues with shoutcast and a 104Gb client forum which is being moved to its own dedicated server, all other outstanding support tickets for duportonline.com are closed.
Aside from a few sites that had issues with the different php settings, a couple of problems relating to people using vanity nameservers but not understanding how DNS should work (taking some resellers accounts offline until we'd worked out what was going on), and a typo in our migration scripts (chwon is actually spelt chown !) the migration of 300+Gb of data, 290+ clients and 650+ hosting accounts went very smoothly.
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| Posted by chatbox, 10-21-2007, 01:36 AM | |
If you your host's website down with no helpdesk to reach, no answer to fones, you would probably be doing what i did, try finding an answer here.
Ever since i was with WBWS and the owner Martin introduced me to this place, whenever i changed host ever since martin sold WBWS , i have done it via WHT .
If i can spend time writing good reviews about the good time spent ( check my previous reviews about duport when it was'nt sold out), i have every right to complain as well ! And i have a right to be heard considering the fact that i take WHT as the most reliable place to review or to find/post feedback about any host iam with or would be with.
Issues are getting resolved but it has taken time which has costed me my reputation with the clients as well as time which could be spend otherwise for fruitful results.
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| Posted by astutiumRob, 10-21-2007, 02:22 AM | |
>If you your host's website down with no helpdesk to reach
The support systems have been available throughout all of the migration, neither the old duport helpdesk nor themain othello systems are on the servers being migrated, and have been up 100% for months.
>no answer to fones
We have a total of 7 missed calls throughout the last 3 days, only 1 of whom left a message and is verifiably related to DuportIssues, and they were called back, many callers got through just fine. Be reminded that as a budget based service duportonline does not have telephone support, however we chose to accept called issues as well as tickets during the migration.
>i have every right to complain as well
You certainly have that right, I would never suggest otherwise.
>Issues are getting resolved
There are no outstanding hosting support tickets for any duportonline.com customers, so as far as we are concerned, there is nothing else to resolve.
chatbox is not a valid duport username, which make tracking this thread back to tickets and emails difficult, however your tone, language and mention of gmail leads me to guess which reseller you are, and despite *ZERO* support tickets from you about anything, the problem with your private DNS setup and self-mangled domain registrations has been fixed for over 12 hours.
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| Posted by chatbox, 10-21-2007, 10:46 AM | |
http://www.duportonline.com/helpdesk/index.php
This is the helpdesk i've always been on so if the domain itself was down, i wonder how would the helpdesk work ! I did email you for that reason via email link on your other website and thats when i received a response later on, here and via email and if you read above about emails, thats only when the issue started getting resolved up.
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| Posted by NeoGen, 10-26-2007, 11:25 PM | |
Well suddenly I noticed that my subscription to duportonline has been canceled.. I have emailed twice, but no response and I haven't recd any communication regarding data migration or so..
I am a bit confused on whom to contact regarding this.. I have email to support @ uploadme.net and support @ duportonline.com but no response...
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| Posted by chatbox, 10-26-2007, 11:29 PM | |
Try this link : http://www.duportonline.com/helpdesk/index.php . Thats how i contact them. You should get a reply in 24 hours or less most of the times.
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| Posted by astutiumRob, 10-28-2007, 03:30 PM | |
Emails about teh migrations (which have all been long finished) were delivered to the contact address in your control panel, so please do check that is up to date.
All questions I'd seen about eth PP subs have been answered, but in summary - the PP account you were paying is not ours, and you will be getting details of the new client management system this week wheer you can pay any o/s invoices, resetup teh subscriptions etc.
Use either of the two ticket systems, and once we pulled the last of teh details out of the old duport tickets we need, there will only be one ticket system
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| Posted by PH-Kev, 10-28-2007, 03:46 PM | |
Yeah just take your money and run, othellotech seems to be trying to dig himself out a very large hole.
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| Posted by PH-Kev, 10-28-2007, 03:48 PM | |
Reassuring.
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| Posted by astutiumRob, 10-28-2007, 04:00 PM | |
Quite the opposite, we've *NOT* taken any money and certainly wont be running anywhere
A few of the original client's paypal subscriptions, were going to the PP account of the previous owner, who we are still in constant contact with, and he has been printing off the details for us, so we can input the details into the correct systems.
This is to ensure we dont chase people for payment when they already feel they have paid, despite us having provided the service effectively for nothing.
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