equinox has been down since friday

[shaded]

ive been unable to access my sites on equinox since friday, its now sunday. I notified HG via live chat on friday night and all i was told was that an admin was looking into my "issue".

HG: Please wait while I check.
HG: I have an admin looking into your issue right now.
me: ok
HG: Is there anything else I can help you with?
me: so the server is down?
HG: NO
HG: There is just an issue at the moment, and we are looking into it.
me: can u tell me a bit more?
HG: I have no other information.


(i've changed the names to protect the not so innocent)

I haven't been a HG customer for long but, i have a love hate relationship with this company. I fell in love with all the good reviews i read before purchasing an account and i love that we get whmcs free.

I hate that for the one month that i've been with this company. i have yet to be satisfied with the customer support that i've received. I don't doubt that once upon a time that HG must have provided excellent customer support, but i believe those days may be over and that you guys need to re-evaluate your processes.

sorry to go off on a tangent but i believe it had to be said, and every company big or small needs feedback. In the mean time please fix equinox because i have clients to answer to as well. There really is no excuse for a sever being down for so long with no feedback from the host.

[Sam]

I can access 'equinox.websitewelcome.com' fine.

[GatorFord]

Originally Posted by shaded

ive been unable to access my sites on equinox since friday, its now sunday. I notified HG via live chat on friday night and all i was told was that an admin was looking into my "issue".

HG: Please wait while I check.
HG: I have an admin looking into your issue right now.
me: ok
HG: Is there anything else I can help you with?
me: so the server is down?
HG: NO
HG: There is just an issue at the moment, and we are looking into it.
me: can u tell me a bit more?
HG: I have no other information.


(i've changed the names to protect the not so innocent)

I haven't been a HG customer for long but, i have a love hate relationship with this company. I fell in love with all the good reviews i read before purchasing an account and i love that we get whmcs free.

I hate that for the one month that i've been with this company. i have yet to be satisfied with the customer support that i've received. I don't doubt that once upon a time that HG must have provided excellent customer support, but i believe those days may be over and that you guys need to re-evaluate your processes.

sorry to go off on a tangent but i believe it had to be said, and every company big or small needs feedback. In the mean time please fix equinox because i have clients to answer to as well. There really is no excuse for a sever being down for so long with no feedback from the host.

My apologies that you received this support, I do indeed believe there was not enough information provided to you in the chat. There was a massive attack on equinox and during the process of mitigating the attack some client IP's may have inadvertently been blocked or affected. The mitigation has been removed at this time as the attack has subsided and it should be online and responding for you without issue at this time.

If you're still having issues could you please PM me a ticket ID or your IP address so I can check this further? Thanks.

[shaded]

Thanks Ford,

Everything is up and running now. Thanks for the detailed info. I believe most of your clients especially resellers are techie individuals and want will be more understanding if they know whats going on. Besides we also have to report to our clients.

Thanks again.

[Chimpie]

Originally Posted by shaded

Thanks Ford,

Everything is up and running now. Thanks for the detailed info. I believe most of your clients especially resellers are techie individuals and want will be more understanding if they know whats going on. Besides we also have to report to our clients.

Thanks again.

And you as a client also need to know how the system works.

The HG 'front end' team, who are the ones who handle chat sessions, first look at tickets and answer phone calls, doesn't look at everything that the server techs do. They are not embedded in information.

So when the chat rep said, "I have no other information.", he/she was probably correct. But they should have followed up by saying something along the lines of 'creating a ticket to be reviewed by the server tech staff.'

I agree that this chat session wasn't the best, but don't base an entire company's customer service department off of one chat session, especially one of thousands they receive each and every day.

[shaded]

Originally Posted by Chimpie

And you as a client also need to know how the system works.

....

I agree that this chat session wasn't the best, but don't base an entire company's customer service department off of one chat session, especially one of thousands they receive each and every day.

It was not based off one chat session. This one was kind of the straw that broke the camel's back. ..or however that saying goes.