Unacceptable Downtime of 48 hours... [resolved]

[anteck]

Four days ago, i got up in the morning to check on my sites. I found them all to be unresponsive. I sent a ticket thru to Hostgator support, and thus started a long winded discussion of me hostgator not accepting any responsiblity for my issues, and me trying to convince hostgator staff that i had not changed anything and it must be a problem on their end.

Some 12 -16 hours later, HG admitted they had a problem. This, after blaming the issue on external factors, that had nothing to do with them. Nobody took the time to properly investigate the issue, it was simply palmed off as 'not my problem', and it was only until other users with similar issues posted tickets that the issue was properly investigated and HG admitted Fault.

In this time my sites were down for approx 18 hours and i lost around $150 in revenue.

This morning, again, i awoke to find the same problem. It is now 16 hours later, and the problem STILL has not been resolved. My sites are now completely down, along with the 40 other sites that are shared on the same IP address. I wonder if those customers even realise that they are not working.

I have been told that the 'DC' is working on the issue, however they have not come back with any 'reply'. The sites are up and down, either slow or not there at all.

Quite simply, Hostgator, this level of service is completely unacceptable. Communication from your employees is variable, and condescending. I know you must get a few stupid customers, but treating each one as stupid by default isn't going to get you any more business.

I am now faced with over 42 hours of downtime. I have learnt my lesson - that Hostgator simply cannot guarantee, in any way, that their level of service is sufficient to run any kind of business website that needs decent support. For this i admit fault - i started with a Baby account and as my business expanded i stuck with the same account.

I will be moving over to another company, as i cannot afford to stay with HG. The losses in profit and the extreme amount of downtime, along with the poor level of communication from support channels and the contant battle to actually convince staff to TAKE NOTICE of what i was saying is absolutely and positively not worth the 'value for money'.

As i read this forum, i realise that i am not alone in my experiences. Perhaps, Hostgator, you could take notice of what your customers are saying and change the way your staff treat your customers, improve internal communications, and make sure when you do a network upgrade, it's actually done properly.



Anthony W.

Ref : IBN-3765763

[GatorDHanna]

Hi Anthony,

I apologize about the trouble you've been having.

These issues started occurring due to some routing issues at our datacenter. We have been talking to them what seems like all day, every day and even though they are continuing to make fixes and tweak their configurations, some of our customers are still running into problems.

These types of networking issues are unfortunately beyond our control. We're one of The Planet's biggest customers and have been pressuring them a lot and have escalated this issue up the chain there, but we are still dependent on them to some degree to get the issue fixed. We're doing what we can do

I checked your ticket and we have a couple of senior administrators working with you on this issue right now. I saw your mentions on Twitter about it and got it escalated for you last night.

I apologize about the inconvenience. I'm also sorry if you felt like you were being talked down to. That certainly isn't our goal or our intention.

I will continue watch over that ticket and ensure that the best people we have are working on it. If you have any further questions or concerns, don't hesitate to let me know.

Thank you again for your patience. We will definitely get this resolved.