Is this a policy?

shahram · #1 06-04-2007, 03:27 PM

Is this Gator policy to not respond to ticket until there is no problem anymore and after that come and deny that there ever was any problems? Or better yet, blame you for it.

If I was to redeem the grantee up time in this server. I did not have to pay for six month per year here.

Then of course is matter of proving that my site was off line for more then one hours in a single month.

Sam · #2 06-04-2007, 03:29 PM

Can you explain your problem a bit more?

kmaw · #3 06-04-2007, 03:41 PM

Quote:

Originally Posted by shahram

Is this Gator policy to not respond to ticket until there is no problem anymore and after that come and deny that there ever was any problems? Or better yet, blame you for it.

Yep... number 1 in their manual... they're trained extensively on it....

shahram · #4 06-04-2007, 03:50 PM

Quote:

Originally Posted by _Sam_

Can you explain your problem a bit more?

My problem is that the site is off line, the server over loading, memory is high, site comes on line for few minutes , then goes off again.

I been getting every error there is on Internet today, time out, 500 error, DSN error, server can not be fund and most of all nothing page (keeps going and going but does not load the page)

gtgeorge · #5 06-04-2007, 03:54 PM

what is the site so maybe others could help?

shahram · #6 06-04-2007, 03:56 PM

Quote:

Originally Posted by gtgeorge

what is the site so maybe others could help?

Be my guest

http://www.mwcnews.net

Sam · #7 06-04-2007, 03:57 PM

Quote:

Originally Posted by shahram

My problem is that the site is off line, the server over loading, memory is high, site comes on line for few minutes , then goes off again.

Chances are that it will be a problem affecting 100's of other people on your server so support will be rushed of their feet, also make sure you dont reply to your ticket as that will put it to the back of the line .

gtgeorge · #8 06-04-2007, 03:58 PM

It just timed out for me...I am trying other checks too

Sam · #9 06-04-2007, 04:00 PM

Quote:

Originally Posted by shahram

Be my guest

http://www.mwcnews.net

It times out for me too and i cant ping it either.

shahram · #10 06-04-2007, 04:03 PM

Quote:

Originally Posted by _Sam_

Chances are that it will be a problem affecting 100's of other people on your server so support will be rushed of their feet, also make sure you dont reply to your ticket as that will put it to the back of the line .

The problem is that is semi-dedicated and not many people are in the same server. They get couple of complain if any. Not every webmaster knows his site is off line.

What is more frustrating is, that they come after everything works, and act like you are a lunatic and it was nothing wrong.

gtgeorge · #11 06-04-2007, 04:03 PM

The servers ip address of 70.85.143.146 also times out but can be pinged. Your site shows a nameserver related to your site. What kind of account are you on as it resolves to a server called server97.minidedicated.com?

gtgeorge · #12 06-04-2007, 04:04 PM

contact live chat right now and ask them to pull up your site...

shahram · #13 06-04-2007, 04:07 PM

Quote:

Originally Posted by gtgeorge

The servers ip address of 70.85.143.146 also times out but can be pinged. Your site shows a nameserver related to your site. What kind of account are you on as it resolves to a server called server97.minidedicated.com?

It's semi-dedicated account.

shahram · #14 06-04-2007, 04:08 PM

Quote:

Originally Posted by gtgeorge

contact live chat right now and ask them to pull up your site...

I did, what I got was one moment please and after half an hour no one came back and I gave up

gtgeorge · #15 06-04-2007, 04:10 PM

Quote:

Originally Posted by shahram

It's semi-dedicated account.

OK there is 6 other sites on the server also....so 7 total I believe. Unless others have a dedicated ip. Either way contact live support to get them to verify the problem and support a regular support ticket with the verification.

shahram · #16 06-04-2007, 04:25 PM

Works now.

I dont know how long would stay on this time, my server stats is like X-mass tree,

gtgeorge · #17 06-04-2007, 04:28 PM

Was probably a reboot. The server now shows the default cpanel page for the ip address. The whole server was not serving pages. http had probably failed. Might want to try a monitoring service and check your site whenever it reports the outage and then contact live chat to prove the outage. With the live chats saved you can then approach HG for a refund if you feel it is deserved and if they offer this on semi-dedicated.

shahram · #18 06-04-2007, 04:38 PM

went back off line again

gtgeorge · #19 06-04-2007, 04:59 PM

Quote:

Originally Posted by shahram

went back off line again

Like I said, document your outages and apply for your refund. I believe it will send a $75 message if nothing else. Just hope it's not your site causing the trouble

kmaw · #20 06-04-2007, 05:17 PM

Yeah, I've got nothing either...

shahram · #21 06-04-2007, 07:54 PM

Quote:

Originally Posted by gtgeorge

Like I said, document your outages and apply for your refund. I believe it will send a $75 message if nothing else. Just hope it's not your site causing the trouble

No was not my site. They said they find the site and send a message to them

shahram · #22 06-04-2007, 08:06 PM

I would like to get some advise from you guys now.

If you noticed we are running a news site, our unique visitors are little higher then 1500 a day, with average 100,000 hits and about 1.2 GB bandwidth.

Advertisement does not pay even for 1/5 of what we are paying the server now. Never mind the royalty fees and authors, etc...

One thing is essential for us not be off line

We don't max our quota, hell we did not max it when were were is share host. But problem like this happens at least two times a month, either by other site in our server or simply server technical problems (if one can gets them to admit for once that it's just their system malfunction and no one was responsible)

What are my options here?

slapshotw · #23 06-04-2007, 08:56 PM

If you can show it's their server having that many problems, try to get them to move you to a new semi-ded server.

Or, sign up for a new semi-ded account and move your account, then cancel the old one. This will almost guarantee you're on a new box.

XeonHSV · #24 06-05-2007, 05:32 AM

hmmm, i wonder if you are experiencing the same outages I am at the moment?
I'm on the boss.websitewelcome.com server, and it just seems to crash cPanel and FTP access intermittently every 10 hours or so. Gets so frustrating! Grrr.

Serra · #25 06-05-2007, 07:33 AM

Quote:

Originally Posted by shahram

If you noticed we are running a news site, our unique visitors are little higher then 1500 a day, with average 100,000 hits and about 1.2 GB bandwidth.

Let's look at this rationally. First, with a visitor count of 1500 users, you will not be able to generate any real income, as you've experienced. In that case, this website is more of a hobby than a business at this point. You have to step back and think what are you trying to do. If it is a business, then you have failed, so far. If it is a hobby, then you will need to be able to supply the server fees to cover the costs yourself, as hobbies cost money.

Quote:

Originally Posted by shahram

Advertisement does not pay even for 1/5 of what we are paying the server now. Never mind the royalty fees and authors, etc...

This is part of the business/hobby thing. Are you a business or a hobby. If you are a hobby, then it really doesn't matter, you can either pay up or shut it down. If it is a business, it's failing, so you need to look at what your business is doing. Are you suppling something that no one else has? A mix of stories or content that is unique? Are you competing with people who are spending millions in advertising? If you are not unique or in some why different than everyone else and you can't afford to advertise to get visitors, then your business is doom to be just a hobby and if you can't afford the hobby, then quit!

Quote:

Originally Posted by shahram

One thing is essential for us not be off line

Why? Why do you think that? Maybe your expectations are too high. Yes, it would be NICE if you never went offline, but is it an actual requirement? Not really. You only have 1500 visitors a day. If you are offline for a 10 minute block, that really only hurts, on average, 10 users. That really isn't that bad. If you can't afford a better server, then I'd say that 10 minutes every few days is acceptable, maybe not optimal, but acceptable, simply because you can't afford to provide something better. Don't get stuck on the downtime issues, its not important. Over time, your site will grow and you'll get a better server, until then, its something that is out of your reach, financially. Your time would be better spent thinking about other issues, like why you are only getting 1500 visitors a day.

Quote:

Originally Posted by shahram

We don't max our quota, hell we did not max it when were were is share host. But problem like this happens at least two times a month, either by other site in our server or simply server technical problems (if one can gets them to admit for once that it's just their system malfunction and no one was responsible)

First, don't be so quick to blame HG. VERY often we find users coming here and complaining about downtime and discover that if they spend enough time researching it, it has nothing to do with HG. The semi-dedicated server is a very solid platform. You can monitor it closely enough to be able to tell what is up with the system. Mostly, the thing that you want to watch is processor usage. Make sure that your site or the other sites on your system are sending the processor too high. That would be a problem. You can monitor this by using an external monitoring system, like siteuptime. When it reports you are down, check the system status board and see what the process was in the third number. That is the oldest amount. All of the numbers should be low.

If you find it is your server that IS the problem, then ask HG to fix the problem. If they don't, move to another semi-dedicated server. If that doesn't work, move to a different hosting company.

However, overall, this is NOT an important issue right now for you. Focus on what the real problem is. Mainly that your site costs more than it makes and for a business, that is not good. The jump between a semi-dedicated and a dedicated isn't that much. If you can increase your revenue enough to cover it, the system problems will no longer be an issue, so focus on that. Find out what your customer wants from your service and expand on that. You need to find a way to get your user base up and your ad revenues up, once you do that, the system problems will disappear, basically.

Quote:

Originally Posted by shahram

What are my options here?

Your options are simple.

1. Pony up and pay for the site and enjoy your hobby, its something to be proud of.
2. Expand your business so that it covers its cost by offering content that has value to your customers. When you offer value, you'll get visitors. If you are just another stupid site, then you can expect to flounder in obscurity. If your business's direction doesn't match your vision, then its a hobby, plain and simple.

Option 3: Here is the best option of all, of course, it's more work and a lot harder, but its the best. Get a dedicated server. Sub-lease 3/4 of the space to three other users. That will cover your extra cost, give you a dedicated server that you control and income to cover all but your 1/4.