High latency

[cristak3]

Sorry to tell you this but you have a serious problem, and it is very upsetting: in about 2 weeks since i've choose your hosting service, I've already lost about 30% of my previous visitors. This is when i was supposed to get an additional 10% in this time of year.

The facts:
- my site has about 1k visitors/ day (still...), about 3k pageviews
- pages are html&css, about 40kb an average page
- ping time to my site is always between 160 - 220 ms; time to load a single page is between 2 and >>25 sec; i have days with normal page load time (2-4 sec) and days in which this is a pain (A)
- ping time to www.hostgator.com is between 160 - 220 ms, too; time to load is is 2 -4.5 sec (B)
- when i erase my cache sometimes the browser don't even get correctly the css of my site; on hostgator home page there is no change in page load time
- if, after probe (A) and (B), you are still going to tell me that is my connection problem, I'll load the Crawl Stats from Google which shows what a real hosting service means (until July) and what you offer.

Again, please don't tell me there is a problem with my connection: the discrepancy between your home page and mine, both on same location and with same ping time, the google crawling time shows that you couldn't be serious if you say that and that it is probably a problem at your hosting site. So it would be nice to know this is something temporarily and to see my crawling time get smoothly and my page loading time get lower, to an acceptable 3-4 sec.

I'm looking forward to your reply,
Cris

[GatorFord]

Can you please provide us with a ticket ID so we can take a closer look at this? We need some ticket information, a traceroute, or some domain information to at the least be able to tell you if there is a problem with a server or if it does indeed appear to be an issue with a particular router or hop you are taking along the way to the server. Thanks.

[cristak3]

I didn't post any ticket about this issue. The reason? I've post a ticket last week asking why i my IP is rejected on https://www.registryrocket.com/ ... it took about 5 days to register a domain through you; and this was a simple, routine thing.
My primary account is retete-mancare.ro
Today at 6:40 GMT it took 50 sec to load my homepage. Your homepage on hostgator.com was loaded in < 4 sec. The ping time was nearly identical for both www.retete-mancare.ro and www.hostgator.com. Trace route details are below.

After 1 h my time load for a page drop to 1.9 sec; after 10 min it rise to 5 - still acceptable. This random pattern is confirmed by Google crawling time (see diagram below) and don't tell my their bots use the same "carriers" i do. As i've said before you could see in the second graphic my page loading time (as is determined by Google bots) when my site was hosted in Romania and, for the last 2 weeks since i've choose your hosting. Please note the difference between the first hosting and yours: as saw by googlebots from datacenters located mostly in USA, for my first hosting the time to download a page was not small but it was almost the same every time (I can assure you my pages was loaded in <1 sec but this is irrelevant, site hosted in RO and i've load the page from Ro... so back to google stat). From the same point of view (google bots) now my pages are loaded at a random time, which shows that you are experience some technically problems.

Sorry for my language, i'm really in hurry.

[cristak3]

Back. I don't want to loose time with this issue since it is seems to me that this is what you offer and there is nothing you can do about it (please, correct me if i am wrong). The only reason i write now is to give some additional details, concerning the data from google crawls:
- until the end of July my site was hosted in RO. Google was sending it's bots from USA to crawl my pages; the downloading time was average but constant, showing something which i call hosting
- at the end of July i've reached the maximum limit for my account; this was the second time in about 6 months so i've upgrade it to something that seems a good idea then, i.e. your hosting plan. I mention that i've never have had any problem with any of my previous hosting service, other than approaching/exceeding bandwidth limitation.
- from this date you can see a great fluctuation between the downloading time; the minimum seems to be like 230 ms which is normal (your center and Google Data Centers are practically neighbors now) but also spikes that show poor connectivity or server overloads. Please note that Google integrate the data, probably on hourly interval, so this are mean values. (A little off-topic since my connection is involved here: The instant values should be smth horror, since i 've noticed a variation for page downloading time from 50 sec to 1.8 sec in 1h. BTW the tracert above was done meanwhile my browser load my home page in about 50 sec and your home page in about 4. My guess: you host your client sites on overloaded machines).

[GatorFord]

Originally Posted by cristak3

I didn't post any ticket about this issue. The reason? I've post a ticket last week asking why i my IP is rejected on https://www.registryrocket.com/ ... it took about 5 days to register a domain through you; and this was a simple, routine thing.
My primary account is retete-mancare.ro
Today at 6:40 GMT it took 50 sec to load my homepage. Your homepage on hostgator.com was loaded in < 4 sec. The ping time was nearly identical for both www.retete-mancare.ro and www.hostgator.com. Trace route details are below.

After 1 h my time load for a page drop to 1.9 sec; after 10 min it rise to 5 - still acceptable. This random pattern is confirmed by Google crawling time (see diagram below) and don't tell my their bots use the same "carriers" i do. As i've said before you could see in the second graphic my page loading time (as is determined by Google bots) when my site was hosted in Romania and, for the last 2 weeks since i've choose your hosting. Please note the difference between the first hosting and yours: as saw by googlebots from datacenters located mostly in USA, for my first hosting the time to download a page was not small but it was almost the same every time (I can assure you my pages was loaded in <1 sec but this is irrelevant, site hosted in RO and i've load the page from Ro... so back to google stat). From the same point of view (google bots) now my pages are loaded at a random time, which shows that you are experience some technically problems.

Sorry for my language, i'm really in hurry.

The issue actually appears to be related to your ISP combined with the amount of hops you're having to traverse to get to the US. As you can see you have almost 240MS at the iNES.ro border router, and then packetloss into the Frankfurt1 level3 hop, which is completely out of our control.

Our sites load quick for most users around the world but this appears to be an issue with your local route. You may wish to look for hosting localized to your area if you require ultra fast latency times as you're 22 hops out from our servers and perhaps hosting in the UK or locally in Romania would be more ideal for you.

I'm sorry that you're having these issues but this is really something that is not in our control, and I would suggest contacting your ISP and/or Level3 to see perhaps why the latency is so bad at that border router.

[cristak3]

1. I was expecting this approach. This is why i've also used statistic data provided by google webmaster tools, not implying my connection

2. This discussion is bad for my activity, monitoring my site lag isn't smth i do for fun. Neither writing on forums complaining about smth. So i plan to move my site to another hosting. However, it is not so nice to know that you've paid for 1 yr and leave that hosting after 3 weeks. Trying to get something from this hosting, I am thinking to upload here, at least temporarily, a new site in English, let's call him newsite.com. As i have Baby account i could have more sites hosting on the same account. I've saw on one of yours tutorials (http://www.hostgator.com/tutorials/x...kin2_addon.htm -nice job, btw-) what i should do for such hosting. However, my situation will probably be:
- my main account (retete-mancare.ro) will be empty, probably hosting a blank index page, as (probably) i'll change hosting for my main site before upload this new site.
- i'll upload the files related to newsite.com into public_html/newsite/

My questions are:
1. I could keep additional sites after i'll move my primary site to another hosting? (i can't see a technical problem here but it could be your policy...)
2. public_html/newsite/ will be my root for newsite.com; If I'll use htaccess, i'll upload it here, right?
3. there is anything that i've missed (i mean for configuring the newsite.com) ? if you have any other resources related to my questions, please post a link here.
Thank you

[GatorFord]

1. The data from Google really shows nothing except that page crawls increased a bit, the amount of data increased a bit, and thus times increased a bit and are variable at the end. This isn't any sort of accurate metric we can use to prove or disprove anything so I'm not sure why it's even relevant.

2. If you've paid for a year, and only used 3 weeks and would like a refund, our Sales department can work out a pro-rated refund for you based on the time you've used. To do this please e-mail sales@hostgator.com indicating what you'd like to do and our Sales department will be happy to work with you.

3. As long as you have your account active with us, you can still host addon domains if that's what you're asking. (i.e. your primary domain is moved via DNS but still on our servers), you will still be able to host the addon and parked domains on as long as they point to our servers.

Please submit a ticket if you have any further questions or concerns as this forum thread is not our official support stream and you'll need to submit a ticket, jump in Live Chat, or give us a call so we can work with you further. Thank you.

[GatorBrent]

If you are having latency issues with us it would be your isp. We use theplanet datacenter which is known to have one of the best networks in the world.


Have you gotten your refund issued yet? I'll make sure you get a full refund. What is your ticket number on this? Registryrocket isn't us it's through a company called enom which unfortunately doesn't have the same quality of support that we have so it can take days to hear back from them sometimes.

[GatorBrent]

This thread is being moved until I hear back from you. Thanks!