lariat 67.19.197.226

[GatorBrent]

The datacenter assigned this servers ips to another box. They are working to get this fixed so it should be backup any minute. Sorry guys!


They had us worried that it was something worse as when you go to the ip it looked like it was reloaded since it's going to the new server.

[rjhoward]

It would be nice if you kept your first tier support people informed. I tried chatting with one and calling another one, and both of them put together knew less than nothing about this issue! Get it together, guys!

[GatorDaveC]

Hello,
All of the IP's have been delegated to the lariat server as of about 20 minutes ago. We are sorry for the inconvenience caused.

[GatorDaveC]

Originally Posted by rjhoward

It would be nice if you kept your first tier support people informed. I tried chatting with one and calling another one, and both of them put together knew less than nothing about this issue! Get it together, guys!

Everyone here should have known about the issue, can you PM me the person you were talking to?

[wwwc21]

I experienced the same thing. I called in twice, the frist person told me "they're probably just rebooting the server, wait 15 min and then if it doesnt work, call back."

Oh, and by the way, while on the phone it kept telling me "you're number two in the que" then i'd be "number 3 in the que" then 4, then 2, then 3, then 1. It was pretty weird.

Second time I get someone on the phone they told me that "someone ran a script on the server that killed it. They're getting rid of the script now, and there is no ETA, but it should be soon."

I really dont mean to be an ass, you guys have by far been the most competent hosting company I've dealt with, but both people I spoke with on the phone had absolutely no clue what was going on.

By the way, will gatorhost be giving a month free to those who experienced the downtime? And if so, how do I apply / claim it?

[Serra]

Originally Posted by wwwc21

I really dont mean to be an ass, you guys have by far been the most competent hosting company I've dealt with, but both people I spoke with on the phone had absolutely no clue what was going on.

Hostgator has over 2000 servers and are working many, if not hundreds of problems at any one time. It is difficult, if not impossible for every tech to know the status of all 2000 servers and to be aware of all of the hundreds of problems currently being worked when you call.

When you call and ask the status of a specific server, the tech will do one of the following:

1. Guess.
2. Estimate.
3. Provide the same answer they gave the last guy.
4. Tell you something just to get you off the phone.

Why? Because the phone and chat techs basically answer the phones. They spend their time on the phone and can't know what is going on with other servers while they are working a specific problem. They may attempt to look it up, but it may not be logged yet.

When you call about a shared server with hundreds of users on it, it is difficult for them to give you an answer. The best way to solve problems is to put in a ticket. The ticket will be assigned to a tech and that tech, who likely has other tickets for the same server, will respond with the correct answer to why the server is down (or they will just fix it and tell you its fixed).

About the only thing chat and phone support is good for is verifying that the server has a problem and that the problem is not your website or connection to the server. Everything else is a waste of your time. Don't believe me?

Call them right now and tell them your server is down. (When it really isn't). Call 10 times and talk to 10 different techs. I bet 50% of them tell you your server is actually down, when it isn't. Now, you see what a waste of time that is... use tickets for problems, chat or phones to see if there is a problem, but don't expect them to know what the problem is.

Plus to make it worse, often the problem isn't discovered until they fix it. So you can ask as many questions as you want, but if they don't know what the problem is, they will give you their best guess, which is likely wrong, because they don't know what the problem is.

[wwwc21]

Serra : It is difficult, if not impossible for every tech to know the status of all 2000 servers and to be aware of all of the hundreds of problems currently being worked when you call.
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Dave had previously stated

GatorDaveC : Everyone here should have known about the issue, can you PM me the person you were talking to?

I was giving him feedback. If indeed it was announced that server X was having problems, and I were in daves shoes, i'd like to know that the people on the phone did not take notice of the announcement.