Email down here too!!!

[diegomass]

Cant receive emails at any of my accounts!

www.imagenproducciones.com
www.plusmediaserver.com
www.capilladelsenor.net

Any news about this???

[esl]

What server are you on?

[diegomass]

Linux modena.websitewelcome.com 2.6.16.16-grsec #2 SMP Thu May 11 20:14:10 CDT 2006 i686 i686 i386 GNU/Linux
This is a reseller account.

If i try to enter using squirremail, to any of my accounts i receive:

ERROR: Could not complete request.
Query: SELECT "INBOX"
Reason Given: Unable to open this mailbox.

Horde and RoundCube just show empty folders

Also POP access is not working, passwords are rejected for any account i try

[esl]

You need to open a trouble ticket with HostGator.

[diegomass]

Originally Posted by esl

You need to open a trouble ticket with HostGator.

I did it already. But no answer.

[esl]

Sometimes if you request live chat and tell the operator your ticket number and let them know it is urgent they may tell someone to look into the issue for you.

[diegomass]

Ok, 24 hours now, without email on my accounts. I'm starting to wonder why i decided to upgrade to a "better" plan

[esl]

Could you please post your ticket numbers so that if a Host Gator staff member views this thread they could look up your problems and tickets?

[diegomass]

Sure, here it is:

Ticket ID: BWD-282685
Department: Support
Status: On Hold

But it seems every answer takes like 4 hours, people at online support just repeats to me the same thing over and over... Really frustrating for being my first day as "reseller"

[esl]

Ohh, it is your first day? It could be that your domain has not propagated all the way yet. Time can solve alot of problems like that. I would give it about 24 more hours.

[diegomass]

This problem started yesterday, when i upgraded from a shared hosting account to a reseller acount, i tought, it must be some temporal problem, so i wait. Today, i was still unable to read/receive/send email so at 11:01 AM i send my first ticket with my problem. My last ticket is dated 05:35 PM and still no email.
Im not going to judge HostGator's support personel, because im sure they do the best they can do, and this is my first problem here, but i think that 6 hours (and counting) to fix some email accounts is a little "too much".
Regarding DNS, i already checked and im sure its already propagated.

[diegomass]

Update:
Ok, 8:34 PM, it seems the guy "Brent" who was in charge of my ticket, left the office hours ago, and he doesnt care about my account problem. I was told that (that he left the office) after talking on online chat with "Geoff". Now, like 1 hour ago some new guy is supposed to be addressing my issue.
Almost 36 hours now without email on ANY of my accounts. That's great HostGator. Not even taking the time to update the ticket. -

[Serra]

Originally Posted by diegomass

Update:
Ok, 8:34 PM, it seems the guy "Brent" who was in charge of my ticket, left the office hours ago,

Brent is the owner of HG, I suspect he wouldn't just leave if there was something to be done about the problem. Brent has been known to work 36 hours nonstop to fix problems. I'm guessing the problem can't be fixed easily or they are trying to figure out what is wrong and don't really know.

If Brent is aware of your problem, he is likely working on it. Keep in mind he doesn't need to be in the office to work a problem. He can work it from home or even from his cell phone.

If it makes you feel any better, I'm having odd mail problems too.

[diegomass]

I guess nothing makes me feel better right now, as i explained to Geoff on the support chat, email is vital for our small company, the only thing i want, is my email working....thats all what im asking for. I know im a tiny reseller account and im for sure the last in the priority list.
The thing is, before upgrading to a reseller account, i did a lot of research, looking for best prices, service etc. I found lot of companies cheaper than HG, but i decided to stay here because of all the excellent reviews out there about the service, support, 99,9% uptime warranty, etc, even at a higher price. Now i feel like....
All i say is, somebody from HG staff could at least write in the ticket, to make the client know that they are aware of the problem.

[esl]

From past experiences with Brent I know that he would never discard your ticket. He is probably the hardest worker at HostGator. I am very sorry that you are having a bad start at HostGator, but please do not let this one problem make you leave. If you just opening as a reseller you must not get many if any emails, right?

[diegomass]

Yes Esl, i understand you, the thing is, i use a reseller account for my personal sites mostly (my company, my design studio, etc) and i host just 2 sites. The thing is, i work in the design / media world, we send mails to clients all the time with different versions of the projects we are working on so they review etc. The fact of not having this, plus to the fact of not being able to check our mails for 36 hours now, is a mess.
Im not pointing to anybody in special here, i didnt even know who was Brent, all i say is that for a HUGE company like hostgator, i cant understand how can it take so much time to fix some so simple like my 30 emails accounts.

[Serra]

Originally Posted by diegomass

The fact of not having this, plus to the fact of not being able to check our mails for 36 hours now, is a mess.

I'm in the same boat as you are, emails are very important to me and my business. You should have a fall back plan for emails going out. Use a free account or the telephone instead.

[diegomass]

Originally Posted by esl

If you just opening as a reseller you must not get many if any emails, right?

I have a reseller account at the Argentinian company, www.elserver.com, with like 15 clients already, thanks god i didnt moved all that here.
Also, your assumption is based on nothing, for example at one of the sites that i already moved here, i have 10 email accounts from 10 different people, plus the support and info accounts.
Anyway, at this time, i think i just give up and im looking forward for other options. Really sad
And yes Serra, we have fallback plans, but thats not the point of this topic.

[GatorBrent]

Cpanel has been doing all kinds of upgrades breaking mail, and leaving us many problems to fix.

If anyones having a problem please open a ticket, and if it's not getting resolved just pm me the ticket number.

[diegomass]

Ok, im not going to say that im "happy", but my problem was fixed thanks to David C. and this guy Andre from the support team. It seems that it took 20 minutes for this guy to fix what for other people took more than 36 hours
Anyway, just wanted to express my gratitude to you two, cause i dont only write when i'm mad.

[esl]

I'm glad your email problem was resolved! I think you will find the rest of your time at Host Gator very pleasant with few problems.

[GatorBrent]

Thanks for the update!! =)