OUTAGE: caliber (70.87.90.194) - Page 2

brushfire · #26 05-14-2007, 04:38 AM

Any news? My sites are still often unreachable and email is still spotty to non-existant.

brushfire · #27 05-14-2007, 11:09 AM

Updates? What's the status of this server?

brushfire · #28 05-14-2007, 02:03 PM

hellooooooooo....... is there anybody out there? It's been about 30 hours since the last update from HG and things still don't seem right. Any news?

InfinaSol · #29 05-14-2007, 02:17 PM

Seriously, can we get an update?

#30 05-14-2007, 05:19 PM

Hello everyone,

The rsync is still running at this time. Unfortunately the firewall got restarted last night which caused the rsync to stop as it was using SSH. We didn't realize that this had happened, so the rsync had to be restarted from the beginning. We don't have an ETA at this time of how much longer it's going to take. We do apologize for any inconveniences this has caused and we are working diligently to get this done ASAP. Thank you!

***GatorDaveC*** · #31 05-15-2007, 01:03 AM

The server is done syncing to the new drives. We should have the server up and running in the new environment within an hour.

***GatorDaveC*** · #32 05-15-2007, 02:54 AM

The drives have been replaced on the server now. We are just in the process of setting up WHM at this time. If there are any issues with your accounts please send a ticket to support.

londonhogfan · #33 05-15-2007, 06:54 AM

I have been suprised that no discounts / refunds have been issued over this. This thread started on 5/11, but my site has been near unusable for weeks. I have not been able to make backups - SQL server has been down more than I can count. I have talked with support through tickets and live, but had to find out on the forum what really happend.

When I point blank asked for my account to be credited they ignored it in their reply. When I asked a second time they respond with they only cover "physical downtime"

I understand that things happen, but if they take weeks to fix you should credit your customers.

Ticket: #MMB-584060

brushfire · #34 05-15-2007, 06:59 AM

Dave, Thanks for finally getting this fixed (I hope! Everything SEEMS ok right now.) I understand that there were problems; that said, I agree with londonhogfan's assesment. I'd like to see something from HG for the ridiculous amount of downtime here.

joemailey · #35 05-15-2007, 07:01 AM

Quote:

Originally Posted by londonhogfan

I have been suprised that no discounts / refunds have been issued over this. This thread started on 5/11, but my site has been near unusable for weeks. I have not been able to make backups - SQL server has been down more than I can count. I have talked with support through tickets and live, but had to find out on the forum what really happend.

When I point blank asked for my account to be credited they ignored it in their reply. When I asked a second time they respond with they only cover "physical downtime"

I understand that things happen, but if they take weeks to fix you should credit your customers.

I agree with you its now "Physical Downtime" So i hope HG credit you guys.
This does not effect me but outage of 4days. Is pretty bad.

paloricorp · #36 05-15-2007, 07:17 AM

Email finally seems to be working for now. Any chance of retrieving those all important LOST emails?
Some sort of credit would be great. A Month's worth would be good

InfinaSol · #37 05-15-2007, 07:57 AM

I agree with giving some sort of credit. I have been having problems, mostly with email, for months as well.

londonhogfan · #38 05-15-2007, 11:47 AM

Quote:

Originally Posted by InfinaSol

I agree with giving some sort of credit. I have been having problems, mostly with email, for months as well.

Maybe Brent will see this and do the right thing.

kmaw · #39 05-15-2007, 12:34 PM

Quote:

Originally Posted by londonhogfan

Maybe Brett will see this and do the right thing.

Brent?????

***GatorDaveC*** · #40 05-15-2007, 01:05 PM

Quote:

Originally Posted by InfinaSol

I agree with giving some sort of credit. I have been having problems, mostly with email, for months as well.

If you e-mail sales they should be able to give you some sort of credit on your account.

londonhogfan · #41 05-15-2007, 02:16 PM

Quote:

Originally Posted by kmaw

Brent?????

yea, him too

Quote:

Originally Posted by GatorDaveC

If you e-mail sales they should be able to give you some sort of credit on your account.

I tried... they said no.

Serra · #42 05-15-2007, 03:19 PM

Quote:

Originally Posted by londonhogfan

I apologize, but our refund policy only covers physical downtime of the server. According to our admins, this server was not down any where near the 45 minute limit that would constitute a refund.

I suspect you didn't follow the advised procedure for asking for a refund. Please do a search on the forum to find how to properly ask for a refund. If you don't ask the right questions and provide the correct documentation, you will never get a refund.

They don't just give away money, you need to ask correctly.

InfinaSol · #43 05-15-2007, 05:48 PM

Am I being stupid or did the Spam Assassin option under Mail disappear? BTW, I contacted both support and sales and got the new plan specs and a month's credit, so I guess keep trying...

brushfire · #44 05-15-2007, 05:57 PM

Sales was quick to respond to a pleasantly phrased request for a credit.

londonhogfan · #45 05-15-2007, 06:05 PM

I guess I wasn't nice enough when I requested one.

I don't feel like I should have to beg after all this has been going on.

brushfire · #46 05-15-2007, 06:53 PM

Oh, don't get me wrong, I didn't beg. I just wasn't rude either (not saying you were!).

Quote:

I am writing to request that some sort of credit or refund be issued to my account for the lengthy downtime that I experienced over the past week with my reseller account hosted on the Caliber (70.87.90.194) server. I first submitted a ticket (EJY-745923) reporting intermittent and ever-increasing interruptions in http, database, and email service on May 9, 2007 at 6PM EST.

While Hostgator acknowledged that there was a server problem (http://forums.hostgator.com/showthread.php?t=16710), and indicated that you were working on the problem, it took until the morning of May 15 to get the problem solved.

That's 5 and a half days from the time I submitted the ticket until the problem was solved.

While I did not notice any extended interruptions of http service, my database connectivity, ftp access, and especially email were hit hard, with email being completely down for up to twelve hours at a time twice, and numerous other shorter outages during this period. In addition, during the week or so leading up to the point where I felt compelled to submit a ticket, email service exhibited strange behavior, with some emails not being delivered, and others appearing to get stuck in the server queue, both incoming and outgoing.

In light of this, I feel that a credit or refund is in order. Thank you for your attention to this matter.

londonhogfan · #47 05-15-2007, 07:20 PM

does anyone know how things are going?

My sites are still loading very slow.

He acted like things were pretty much fixed 16 hours ago.

Serra · #48 05-15-2007, 09:08 PM

Quote:

Originally Posted by brushfire

Oh, don't get me wrong, I didn't beg. I just wasn't rude either (not saying you were!).

Your ticket appears to follow the rules that we (the users here who follow these kinds of things) believe they follow in order to get refunds. Begging is not required, but following the rules is. HG basically makes you jump through a few hoops so that they don't give refunds to the wrong people. I'd do the same thing if it were my company.

Generally, if you are rude, you'll have less luck.