[Closed] Haven't heard back from support yet.

[Buckshot]

fantastico is still not back on server. Receive error message when trying to view awstat. Urchin was removed off sever without warning as was fanastico. Need to get into fanastico 2 hours ago.

Email sent, and no reply.

I also didn't like not getting an email to let me know that my server was going to be switched. I lost data I had uploaded to my site. After emailing support that files were missing and urchin had been removed, then I get an email informing me what was going on.

You should send an email out before you do it. Not until someone questions what is going on with their server with missing files and programs.

A waste of time for me to be updating my site and files being lost because of the server migration.

Had you had sent an warning email ( which you should do before instead of after)I would have waited to update my site.

[cyberian]

Same issues here. I asked them why we didn't get a "warning message". They said "that was your warning message". If they told me 2 days before that the changes would have propagated and things would have been fine. But I ended up a with a client who lost some data - and frustration/panic on my side.

[GatorJustin]

An email was sent out to all accounts at the time of the server migration, and resellers were sent a 2nd email regarding necessary nameserver changes.

If you did not receive these notices, please visit www.hostgator.com/update and make sure your contact info is current. If we don't have a current and valid email address on file, you will not receive these notices.

If your contact info is correct, then please check your spam filters as they are notorious for filing valid messages away as spam.

Additionally, if any files are missing, you may connect to your old server (make sure you connect using the old IP) and grab the files there.

If you have any questions, reply here. If you are still having problems with anything, or if you need to have those email notices resent, please contact support@hostgator.com

Thanks.

-Justin

[Buckshot]

Why does hostgator always seem to put it back on us?

My contact info is fine. No spam block problems.

Funny how I received the email concerning the server migration after I started complaining.


Please don't insult me and say it must be my wrong contact information or spam problem.

Is hostgator never at fault? Most excuses hostgator seems to use, is it's on the clients end.

As John Stossell famously says," GIMME A BREAK"

[cyberian]

Originally Posted by Gator_Justin

An email was sent out to all accounts at the time of the server migration, and resellers were sent a 2nd email regarding necessary nameserver changes.

If you did not receive these notices, please visit www.hostgator.com/update and make sure your contact info is current. If we don't have a current and valid email address on file, you will not receive these notices.

If your contact info is correct, then please check your spam filters as they are notorious for filing valid messages away as spam.

Additionally, if any files are missing, you may connect to your old server (make sure you connect using the old IP) and grab the files there.

If you have any questions, reply here. If you are still having problems with anything, or if you need to have those email notices resent, please contact support@hostgator.com

Thanks.

-Justin

Actually, yes, I did receive two emails. HOWEVER, one was at 11:41am and the other was 11:45am - on the SAME DAY!!! I don't call 4 minutes much notice. If you would like me to post the emails here I will - for proof. My email addresses are valid, btw.

[GatorJustin]

Originally Posted by Buckshot

Why does hostgator always seem to put it back on us?

My contact info is fine. No spam block problems.

Well thats great, but how do you expect us to know this unless you verify it? Your issue was that you did not receive the email notices. The first step in troubleshooting an unreceived email issue is to verify the email address and check the spam filters. Would you suggest a differnt approach?

Originally Posted by Buckshot

Please don't insult me and say it must be my wrong contact information or spam problem.

I never insulted you, and I never said that it *must* be an incorrect email address or spam filter issue. Please don't put words in my mouth. I asked you to check your address and filters and advised that if you were still having issues to contact support.

Originally Posted by Buckshot

Is hostgator never at fault? Most excuses hostgator seems to use, is it's on the clients end.

First of all, you need to realize that most support issues cannot be lumped into the categories of "customer fault" or "host fault". It's just not that simple. Just because we do not issue statements such as "Oops. That was our fault", that does not mean that the problem is your fault.

[Buckshot]

Funny I didn't receive any emails concerning what happened until I started emailing support complaining about what all is going wrong.

Then I receive an email. A day late and a dollar short.

Tell ya what, forward me the warning email you sent about the sever change.

Cause I am sitting on a email from support at hostgator stating to me that you didn't send the warning email.

It makes me mad that you state I was sent an email about it, when I have a email from support saying they are sorry that they didn't inform me of the move.

Which is it? You did or didn't mail it.

I know for a fact that I didn't receive the warning email and have a email from support saying that I didn't get a warning email.

I feel like you are blowing alot of hot air in your replies. You have to be, if you are making an excuse about my wrong contact info and spam blocker, when I have proof that an email wasn't sent.

If you are answering support, maybe you need to check the facts first then post the information. Don't blow hot air and make an excuse.

Now would you like to see the email from support saying they didn't send me an email?

Or will you still stand behind your excuse that either I have wrong contact info, or it was my spam blocker.


BTW still waiting for fantastico to be intstalled back on the sever.

Before you reply about fantastico, check the information first, to make sure what your saying is correct. I don't want any misinformation like I have receive about the email warning. Do your homework first, then get back with me.

[GatorBrent]

Customers were emailed the same time the migration was done. That email was the warning email since the old servers are still online allowing for everyone to download anything that wasn't moved, and giving us a chance to fix any problems as a result of the move. There was no pre email sent out only the email when it was done which was the warning email.


Sending out an email earlier as a pre warning to our warning wouldn't have done much good. Reason being there's no way to know how long the server copy would take, and we couldn't warn about any problems since there's no way to plan for them. The problem weren't there before the move only after when customers alerted us to any issues.

Fantastico autoinstaller is broken, they were copied over in the move but for w/e reason aren't working. We will have them fixed today.

[GatorBrent]

Here's something to compare it to...


If aliens were on there way to destroy earth the US government wouldn't tell us till it was to late. Reason being there wouldn't be much if anything that could be done accept cause fear and chaos.

That's the appoach we took on it. It didn't work for everyone but the for the masses it was the better way to go.


For those it didn't work for let us know what we can do to help you, and well see what we can do.

[Buckshot]

I still think you can give a heads up email staing what is about to happened.

That way, people will be informed that there maybe some issues affecting the migration.

Not after the fact.

You left people in the dark not knowing what was going on.

Like I said, I didn't receive any email notice until I discovered issues and was emailing back and forth with support. Then I receive the email

Had I received an email warning about the changes, then I would know what was going on.

I don't see how hard it is to send a warning email before hand stating what will be happening.

[Buckshot]

Terrible analogy!!!

Give you one that is better.

Local utility company informs resident of a certain area of town that water will be cut-off tomorrrow morning because they are installing in a new water main. Service should be interrupted for only a few hours if everything goes well. Please be paitence.

Have one better for you. Send this email out BEFORE instead of after!!!

Dear Hostgator customer,

All of your sites are being moved to an upgraded dual xeon server with two gigs ram located in The Planet Datacenter in Dallas Texas. Your old ip address to connect to cpanel, ftp and much more was xx.xx.xxx.xxx. Do not use this ip address anymore. Your sites are currently running off the new server with the ip of xx.xx.xxx.xxx.

We have discontinued urchin and have switched to awstats upon request, as well as urchin being to buggy in a cpanel environment. Awstats will allow you to update your logs at any given time of the day from within cpanel. No more waiting 24 hours to see your stats! One downside on this is that you will have to wait an initial 24 hour period to allow for all your sites profiles to be created on the new server.

If you are having any problems as a result of this move please notify us immediately. We our extremely sorry for the inconvenience, and we assure you this move was done in your best interest. We aren't able to disclose all the details yet, but one of the main reasons of the move was to avoid a planned outage in your current section of the datacenter which could have resulted in days of downtime. I thank all of you for your patience and continued support of Hostgator.



But as I stated before, host gator doesn't accept fault.