more frustated, Does Hostgator Care About Its Customers?? [RESOLVED]

[Suenowebber]

For the last 5 days I have been trying to download a "single template". It took like 45min before I got this

You must be a HostGator customer to get access to our free templates. Click Here to order an account now. If you are a HostGator customer and the information you entered is correct, please contact support.

I live-chatted with one of the reps. The first time live chat told me it was the pop-up blocker and my firewall. I disabled both and still didn't work, then he said I had to wait at 24 hrs, because i might have attempted to download it many times, he also suggested to download firefox, which I personally don't like, but I had to.

Waited 24 hrs, tried again and nothing, contacted live support, again IT IS ALWAYS THE CUSTOMER, BECAUSE IT LOOKS GOOD ON THEIR SIDE

Justin M: All I can do is upload the template you want to your site. I get a download popup just fine
Justin M: There is no issue downloading the template
Justin M: There is no issue downloading the template
Justin M: I was presented with download popup
downloaded mozilla firefox.


Of course it does!!, but I only want it to work "just" fine on my side, when I do my local tests, when I want to download it using my computer, at my own time, 24/7/365.

I finally downloaded mozilla, told the rep to wait, we tried it one more time and took forever and didn't download anything. He told me to reset my modem, which I did, attempted another download, niet zero, nada.

I decided to wait 24 hrs since I thought I coulda triggered a block on my account due to many attempts within the 24hr-time period.

Here I am again, more than 36 hrs later, Tuesday, Feb. 5th, 9:54, trying to download a template using firefox, with both google and microsoft pop-up blocker disabled, firewall too. It's been more than 30 mins, no pop-up to download template, the logo/circling dots on the right upper corner of firefox keep blinking like it was downloading something, IN SHORT, I NEED HELP DOWNLOADING TEMPLATES.


TODAY FEB. 6TH GATOR RESPONSE WAS

Hello,


I have tested downloading a template with the credentials you have provided and was able to download with no issue. Please make sure you do not have any pop-up blockers enabled as the template download uses a pop-up to initiate the download. If you continue to have issues downloading the templates, please provide the error you are receiving and the your local internet IP address so that we can further investigate the issue. To find out your IP address, please follow this link: http://www.hostgator.com/myip.php


Domain Name: mydomian.com
Username: xxxxxxx
Password: Your cpanel password.

If you have any questions feel free to contact us!
Level I Systems Administrator
thoang@hostgator.com
Thank You,
Teddy H


DIDN'T THIS PERSON READ MY TICKET????DOES HOSTGATOR CARE AT ALL? HE REPLIES BACK WITH THE SAME SUGGESTION I WAS GIVEN BEFORE. HOW MANY MORE TIMES I NEED TO EXPLAIN THIS AND HOW????



THE THING IS I DON;T EVEN GET ERROR MSGS ANYMORE IT JUST DOESN'T PRESENT THE DOWNLOAD POPUP. AND YES I DID FOLLOW EVERY SINGLE SUGGESTION I WAS TOLD.


If I tripped the automated filter that blocks spidering and other activity, or if there is a block on my account or if there is another technical issue, how can I or hostgator get it fixed??? MY IP xxx.xxx.xxx.xxx


Thank you

[skeetr]

I had the same problem as you. You probably are not going to like the way I had to fix it.

I could not download a single template until I UNINSTALLED McAfee. I had turned my firewall and my popup blockers OFF but still could not download anything. I was pretty much as frustrated as you were when HG told me that they were able to download. I was sure it was their problem and not mine, but lo and behold as soon as McAfee was uninstalled, I was able to immediately download any and all templates that I wanted.

Sometimes things that are meant to protect you, only make your life more miserable.

Of course, I cannot guarantee that this will solve YOUR problem, but it sure solved mine.

[Jordanlw]

Of course they care about there customers,
They care so much they don't have "enough" time for you yet.

[kmaw]

It's difficult for anyone to troubleshoot a problem when they can't recreate it... if both the system admins and livechat were able to download the template, then it's quite likely the problem is with the user.

[regentronique]

It would had been more intelligent to not rely on a popup to download the templates. Why put any burden on all customers when it is possible to plainly do it in a simple html page?

Is it because the programmers are less and less competent and cannot understand that simplier is better?

There would be no need to troubleshoot clients problems if the downloading interface was done correctly and professionaly.

So, stop to blame the customers and hire a good software engineer...
(Choosing one over 50 years old would be better!)

[Suenowebber]

Does Hostgator Care About Its Customers??
For the last 5 days I have been trying to download a "single template". It took like 45min before I got this

You must be a HostGator customer to get access to our free templates. Click Here to order an account now. If you are a HostGator customer and the information you entered is correct, please contact support.

I live-chatted with one of the reps. The first time live chat told me it was the pop-up blocker and my firewall. I disabled both and still didn't work, then he said I had to wait at 24 hrs, because i might have attempted to download it many times, he also suggested to download firefox, which I personally don't like, but I had to.

Waited 24 hrs, tried again and nothing, contacted live support, again IT IS ALWAYS THE CUSTOMER, BECAUSE IT LOOKS GOOD ON THEIR SIDE

Justin M: All I can do is upload the template you want to your site. I get a download popup just fine
Justin M: There is no issue downloading the template
Justin M: There is no issue downloading the template
Justin M: I was presented with download popup
downloaded mozilla firefox.


Of course it does!!, but I only want it to work "just" fine on my side, when I do my local tests, when I want to download it using my computer, at my own time, 24/7/365.

I finally downloaded mozilla, told the rep to wait, we tried it one more time and took forever and didn't download anything. He told me to reset my modem, which I did, attempted another download, niet zero, nada.

I decided to wait 24 hrs since I thought I coulda triggered a block on my account due to many attempts within the 24hr-time period.

Here I am again, more than 36 hrs later, Tuesday, Feb. 5th, 9:54, trying to download a template using firefox, with both google and microsoft pop-up blocker disabled, firewall too. It's been more than 30 mins, no pop-up to download template, the logo/circling dots on the right upper corner of firefox keep blinking like it was downloading something, IN SHORT, I NEED HELP DOWNLOADING TEMPLATES.


TODAY FEB. 6TH GATOR RESPONSE WAS

Hello,


I have tested downloading a template with the credentials you have provided and was able to download with no issue. Please make sure you do not have any pop-up blockers enabled as the template download uses a pop-up to initiate the download. If you continue to have issues downloading the templates, please provide the error you are receiving and the your local internet IP address so that we can further investigate the issue. To find out your IP address, please follow this link: http://www.hostgator.com/myip.php


Domain Name: mydomian.com
Username: xxxxxxx
Password: Your cpanel password.

If you have any questions feel free to contact us!
Level I Systems Administrator
thoang@hostgator.com
Thank You,
Teddy H


DIDN'T THIS PERSON READ MY TICKET????DOES HOSTGATOR CARE AT ALL? HE REPLIES BACK WITH THE SAME SUGGESTION I WAS GIVEN BEFORE. HOW MANY MORE TIMES I NEED TO EXPLAIN THIS AND HOW????



THE THING IS I DON;T EVEN GET ERROR MSGS ANYMORE IT JUST DOESN'T PRESENT THE DOWNLOAD POPUP. AND YES I DID FOLLOW EVERY SINGLE SUGGESTION I WAS TOLD.


If I tripped the automated filter that blocks spidering and other activity, or if there is a block on my account or if there is another technical issue, how can I or hostgator get it fixed??? MY IP 189.175.244.188


Thank you

http://forums.hostgator.com/images/misc/progress.gif

[GatorWesley]

I have forwarded this issue directly to our developer that created the template login system. He will replying to your ticket shortly.

[Suenowebber]

where is GATORWESLEY AND ALL OTHER SUPPORT PEOPLE.
Have you noticed no one has responded yet. Thank you Skeetr, that is quite a solution. And if that's the problem why Gator doesn't just state it. Check your virus software!!!uninstall it!!, on the other hand, EXACTLY REGENTRONIQUE, THANK YOU, I am no expert but my common sense tells me that simpler is easier and better too.

A tutorial on how to disable certain Mcafee features for the download to work would be great.

Downloading adobe, microsoft, real player and stuff is so easy, why gator has to be so difficult.

And I hope when you JORDANLW have an issue they will have "ENOUGH" time for you.

Wow , KMAW, thnks for stating the obvious, you are such a great help, you have just discovered the issue, woohoo.

It;s funny how people just repeat things like parrots, of course there is a problem, since I am not the only one, nor the first since Gator started operations, I would presume they could have documented the issues, enough to fix it, so it wouldn't happen again to any of us or new customers

[Suenowebber]

Thank You Gatorwesley, Acknowledge Is All I Need, Thanks

[GatorDrewH]

I would be more than happy to personally assist anyone having these issues. Call 1.713.574.5287 Ext: 4017 and ask for Drew. I am usually at the office, from noon till anytime from midnight to about 5AM.

I will try to contact everyone with an issue download templates as soon as possible. Sorry for the trouble.

[Target2019]

Some info for you. I downloaded a template the other evening. I ran into a similar problem, and I was using Firefox. The problem was that I have Adblock Plus and Firefox blocking popups. I'm sure that any other ad-blocker could have the same effect, and block the download. So you may have more than one layer of protection from popups, and not realize it.

[GatorDrewH]

Originally Posted by Target2019

Some info for you. I downloaded a template the other evening. I ran into a similar problem, and I was using Firefox. The problem was that I have Adblock Plus and Firefox blocking popups. I'm sure that any other ad-blocker could have the same effect, and block the download. So you may have more than one layer of protection from popups, and not realize it.

Well it is intended to give you a page with a direct link to the file, as well as providing the popup. I'm under the impression neither of those things are happening.

[GatorDrewH]

Basically what I see and the HG staff see's is attached. Obviously you aren't getting anything like that.

As people have suggested the issue is likely some sort of popup blocking, but maybe it isn't. I am looking into it now.

[GatorDrewH]

Basically it no longer uses popup's at all. It presents the link in plain text as well as loading it through a hidden Iframe.

I've downloaded a few popup blockers to test it out, as well as using firefox's (not that there are popups now to block in the first place).

I'm willing to bet this issue is resolved now.

If anyone has any issues please call me at 1.713.574.5287 EXT: 4017 and ask for Drew

[Target2019]

Download of templates works like a charm for me. That's with Ubuntu, Firefox blocking, and Ad-Block Plus. Thanks.

[GatorDrewH]

Originally Posted by Target2019

Download of templates works like a charm for me. That's with Ubuntu, Firefox blocking, and Ad-Block Plus. Thanks.

No problem.

If you guys ever have an issue with the ticket system or template system (and future systems), feel free to email me directly at drew@hostgator.com or give me a ring.

[Serra]

Wake up people. Put HG's website on your trusted list for all your aps and avoid all of these problem. It isn't difficult to do that and it doesn't require removing the aps or turning them off. Just learn how to use them.

[skeetr]

Originally Posted by Serra

Wake up people. Put HG's website on your trusted list for all your aps and avoid all of these problem. It isn't difficult to do that and it doesn't require removing the aps or turning them off. Just learn how to use them.

I needed a reason to uninstall mcafee anyways....have always hated it but had no real reason to uninstall until now...hehe

[Serra]

Originally Posted by skeetr

I needed a reason to uninstall mcafee anyways....have always hated it but had no real reason to uninstall until now...hehe

Yea, that is a good reason to get rid of it. I personally dislike mcafee, try AVG, its free. kaspersky if you want to pay.

[Chimpie]

Originally Posted by Serra

try AVG, its free.

I agree 100%. My brother installed AVG for me after he reformatted my HD. I was using Norton before and it was such a huge resource hog. AVG has been great and recommend it to everyone.

[Suenowebber]

Hey guys, thansk for all the help and pointers, but I would just like to thank Drew, he did certainly fix my problem. GatorWesley thanks for your help as well.

I really don't know what they did to my account but it works now, thanks a lot.

Like Drew said, it isn't a pop-up perse, it gives you something like this(different window)


If your download does not start automatically, Click Here to start it.
You have 60 seconds to start the download before it will be removed from our server.

If you have IE, the Active-X window will present, just right-click and allow the download, the pop-up blocker can be either enabled or disabled, to make sure disable it, but what you need to disable for sure is the firewall, otherwise will give an error msg. I didn't have to uninstall Mcafee. SKEETR,recommended to do so, it works if you do it but I would suggest you ask Drew and the support team to take a look first, so you can still have you anti-virus on and browse safely.

You can also click where it says "click here".

Once you do all this (Firefox or IE the same) another window will prompt you to save your download to a specific folder/location in your computer, and voila, you are all ready to go.

Remember to disable your firewall settings.


Once again, thank you for resolving this issue. I do appreciate it.

Drew for President.

[BDCC]

Originally Posted by Chimpie

I agree 100%. My brother installed AVG for me after he reformatted my HD. I was using Norton before and it was such a huge resource hog. AVG has been great and recommend it to everyone.

Can someone tell me what might have gone wrong.
My son downloaded the free AVG onto his desktop and he says it killed his computer. Every single thing he does on the internet now, he gets millions of popups? He said he can't do anything on his computer now because it is massive popups everywhere.

[skeetr]

If he uninstalled a virus protection like mcafee or norton, then he also removed the popup blockers that come with it. Have him activate windows firewall and that should help out. Also, avg has a free popup blocker that you can download.

Hope this helps

[BDCC]

I can't find their popup blocker

[tomdchi]

If you are having that much of a problem with popups then I would suspect you have some sort of adware running. If he is surfing on any regular site, like hostgator.com, and popups are coming up then you need to scan for adware/malware.
I have avast for my virus scan and spyware blaster from download.com and they work great.
Tom