Planet Network Issues

[GatorJosh]

We are currently seeing some routing issues at our data center causing some customer to not be able to access their sites or servers. The Planet data center is aware of the issue and we are working with them to make sure all issues get resolved. We will keep this updated.

Does this mean that the source of the problem is out of hg's hands? I've been on chat with you folks for about an hour and have been trying to determine how long things have been down. At first they told me is was just a few accounts being effected. Later it was a wide issue.

I am getting pretty spooked about my move from site5 to hg. Hacked a month ago. Reading the acura server outage thread makes hg look pretty lame. Now this.

[rld]

I just moved from site5 this week ... and now this. I'm a reseller, and I'm looking pretty bad to my clients. Grrrr...

So what is a datacenter issue anyway?

[galinphilly]

This is the last straw. I have not been able to communicate with clients by email at all this afternoon. HostGator is crap. I am done.

[lauranav]

Do I need to make a ticket? I am down also;

Your sites IP address:
74.52.58.34
Your name servers:
ns275.hostgator.com
ns276.hostgator.com

http://www.v84u.com
http://www.mcallenfun.com

and others

[GatorJosh]

The problem is some sort of routing issue at our data center. This could be a problem with one of the major backbones or something in the planets network causing this. The problem is not affecting all clients but some clients are reporting problems. We know this is an issue with our data center because of the traceroutes that we have ran to customers reporting problems. The issue is out of our hands but we are working closely with the techs at The Planet to get this issue resolved as soon as possible

A traceroute example showing packets stopping at the 4th hop

[~]# traceroute 67.xxx.xxx.xxx
1 41.38.344a.static.theplanet.com (74.52.56.65) 1.075 ms 0.811 ms 2.119 ms
2 vl2.dsr01.dllstx2.theplanet.com (12.96.160.41) 0.350 ms 0.302 ms 0.234 ms
3 vl21.dsr01.dllstx3.theplanet.com (70.85.127.65) 0.740 ms 0.609 ms 0.611 ms
4 ae0-0.ibr01.dllstx3.theplanet.com (70.85.127.1) 0.725 ms 0.725 ms 0.739 ms
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *
10 * *

I have a lot of angry clients who can't send email as well. Was told it would be resolved shortly...

I moved here because of problems like this with my last host but still the same *&^%$

Can I get my sites hosted on the servers that HostGator uses for THEIR website? It always seems to be up when my sites are down, and hostgator.com uses the Planet Network as well:

traceroute
64.210.104.58 | The-Planet.ge-4-3-0.ar1.DAL2.gblx.net
70.87.253.26 | te7-2.dsr02.dllstx3.theplanet.com
70.85.127.76 | vl22.dsr02.dllstx2.theplanet.com
12.96.160.58 | vl2.asr01.dllstx2.theplanet.com
69.41.250.78 | gi0-2.car16.dllstx2.theplanet.com
67.18.54.2 | www.hostgator.com

what a croc.... I mean gator.

[nazarka]

so how does the "all of our plans include a 99.9% uptime guarantee" factor in to this?

[virtualgeorge]

Originally Posted by Unregistered

Can I get my sites hosted on the servers that HostGator uses for THEIR website?

Now theres a good idea, I would pay double to insure that my sites don't go down anymore.

[virtualgeorge]

Wahooooo!! I am back up again!

[lauranav]

Working here to!!!!

http://www.v84u.com/

[GatorJosh]

From the tests that I have ran it appears that the data center resolved the network issues. I am still waiting to hear from them on the cause of this problem.

[Serra]

Originally Posted by nazarka

so how does the "all of our plans include a 99.9% uptime guarantee" factor in to this?

Network issues are not normally covered by the guarantee.

[Serra]

Originally Posted by Unregistered

I have a lot of angry clients who can't send email as well. Was told it would be resolved shortly...

I moved here because of problems like this with my last host but still the same *&^%$

This happens every six months or so. It really isn't HG's fault and there is little they can do to fix the probem. I would have prefered some notification about the problem, I was out of the office making client calls when I got a call from my designer wondering if something was up. I guess that the 15 minute wait time to contact support should have been a clue.

You can be mad, but things like this happen and there isn't anything HG can do, so moving to a new host doesn't really solve their being network issues.

[Dwight]

Originally Posted by Serra

This happens every six months or so. It really isn't HG's fault and there is little they can do to fix the probem. I would have prefered some notification about the problem, I was out of the office making client calls when I got a call from my designer wondering if something was up. I guess that the 15 minute wait time to contact support should have been a clue.

You can be mad, but things like this happen and there isn't anything HG can do, so moving to a new host doesn't really solve their being network issues.

I second that. Blaming HG for a network wide problem is like blaming your light bulb when the electricity is out. Things happen. If you want a business that never gets complaints, build caskets.

That's why in my original response I asked if the issue was out of hg's hands. No sense in faulting hg for issues out of their control.

What about the parts that are in hostgator's arena? No info from anyone at hg as to how long the network issue lasted. Fair question, but no replies. Nothing re why the hostgator site server doesn't fail when everyone elses does? Simply, why is that, why can't that durability be replicated for the customers of hostgator? That also is at least a fair question.

I personally am most concerned by the apparent havoc that a simple hdd failure on acura caused. They saw it failing, it failed...and whatever system hostgator was supposed to have in place just melted. It didn't affect me, but it sharply reduced my confidence in hostgator's professionalism. If they are really professionals, how about they discuss openly whatever caused the meltdown, and lay out the steps they'll take to forestall recurrances?

Otherwise it begins to look like hostgator's good rep has been the product of being really good when they were smaller, or luck, or both.

...and please note, I'm not a hg basher, they've been very responsive and helpful in general. But I do expect them to be able to handle a hdd crash without utter chaos, and to deal with simple, fair questions.

[one19]

Originally Posted by Dwight

I second that. Blaming HG for a network wide problem is like blaming your light bulb when the electricity is out. Things happen. If you want a business that never gets complaints, build caskets.

This is a very nice analogy. But minnow does have a point. In this case, you have 2 light bulbs (my site) and HostGator's. If the electricity was out, how come the other light bulb was still working? Then maybe, it could be the socket, circuit, etc.

Obviously, the "electricity" (most probably analogous to a failing router or switch) was out in a small section of the Planet that effected "my site" but didn't affect HostGator's.

Or maybe the other lightbulb was in some special area, had something special -- using the analogy, they had a "generator". So minnow asks, "Is that something we can have, too? How much?"

All minnow really asked was a full report on what went wrong and he'll be ok with it.

Like minnow, I'm very happy with HostGator as well. But he does have a point.

[rld]

Actually, I think hostgator.com was down for a while as well. I got server-could-not-be-found errors several times during the outage.

[Pitrow]

Originally Posted by minnow

What about the parts that are in hostgator's arena? No info from anyone at hg as to how long the network issue lasted. Fair question, but no replies. Nothing re why the hostgator site server doesn't fail when everyone elses does? Simply, why is that, why can't that durability be replicated for the customers of hostgator? That also is at least a fair question.

I personally am most concerned by the apparent havoc that a simple hdd failure on acura caused. They saw it failing, it failed...and whatever system hostgator was supposed to have in place just melted. It didn't affect me, but it sharply reduced my confidence in hostgator's professionalism. If they are really professionals, how about they discuss openly whatever caused the meltdown, and lay out the steps they'll take to forestall recurrances?

Otherwise it begins to look like hostgator's good rep has been the product of being really good when they were smaller, or luck, or both.

I'll second that. I've not been a fan of HGs disaster communications (or lack of it) and this whole issue with acura has got me on the fence about looking for a new host (again). At this point open communication with their clients would be a huge step in the right direction. Instead we barely get any info and whether it's intentional or not it looks like they are either hiding something or don't care enough about their customers to respond to questions.

[Chad Nelson]

Are there still issues out there? I am trying to access email on Audi sites and all my mail boxes are gone! Also when I try to check out other peoples sites like Rainbow Flair Web Design, for example, or his clients, I get an error and then if I wait a second or two and hit refresh they come in. What's going on?

NOTE: Why is more information about me showing vs. the others? I went to my CP and I don't see an option to change this. It's 11:30 my time so I could be over looking this too. Any ideas? Thanks.

[slapshotw]

Originally Posted by Chad Nelson

Why is more information about me showing vs. the others?

It only shows for you; nobody else sees that info.

[Chad Nelson]

Thank you for that quick note. Are you also having trouble with Audi?

[slapshotw]

I'm on Phaeton, but I haven't seen any trouble today *knocks on wood*.

-Matt