PROBLEMS!!! Site will not Publish

[c12]

I've been with Host Gator nearly a year with few problems. However 5 days ago I began experiencing a problem when trying to publish my site; Site Studio stalls out in the publishing phase, so I've been unable to publish changes for 5 days.
Over the weekend I received similar responses from the following representatives: Brent, Steve, Mark, Ana, Nicole and Shane, most asking me to uninstall and reinstall the frontpage extensions, which did not help; and a couple which just asked if I was still having the same problem and offering warm regards.
I finally had to call them directly, at which point they upgraded the issue and moved it to the system administrator. At this point, on the 6th day since the problem arose and was reported to hostgator technical support, my site is still not publishing. I can update it in Site Studio, and my changes are saved, but it will not publish.
Any suggestions?
I'm extremely worried as I sell one-of-a-kind items and cannot mark my sold items Sold.

[GatorBrent]

What is your ticket number?

[c12]

#EIR-67455-785

tomorrow will be one week from the time the problem arose

[c12]

The customer service surrounding this problem has been HORRIBLE.
I urge others to think twice before investing in a site at host gator.
I have had no help in the past week other than very testy exchanges
with the customer service reps, and apparantly someone is looking into
the problem now. However I've heard nothing other than that it's being
worked on, and that there is no estimated time for the problem to be resolved.
Nobody has offered any partial refund though my site has been inoperable for
over 6 days (144+ hours).
I am thoroughly frustrated and feel quite scammed.

[GatorBrent]

It would have been very nice if you mentioned you were talking about site studio. when someone says they are having problems publishing that refers to microsoft Frontpage extensions which was working fine on your account. we had no idea you were talking about SS which has nothing to do with frontpage extensions.

After reading this thread where you did in fact mentioned site studio your problem was because of what we sent out to you in the site studio welcome e-mail.

"Your sites username and password must always stay the same as your site studio username and password otherwise site studio won't be able to login to you ftp to upload the files."

Your password did not match, which would not let you publish. As of this moment, it is not working because your DNS isn't even pointed to us. In the future, please be specific on your problem so we know how to help you. thank you

[c12]

Hello Brent,
I am sorry; I assumed since you took part in the customer service responses to this issue that you would remember it involved site studio. I also would like to point out that this is not yet resolved, and that it has now been 11 days, but that the ticket was closed. I don't have room in this format to include all of the nearly 20 emails that went back and forth but will include a couple.
On Friday I received this response:


Fri Aug 19 2005 02:41PM by support@hostgator.com We sincerely aplogize for this. Our software vendor, Cpanel has issued an update that had a DNS bug which caused the server to lag and stopped DNS zones from being added. We have worked out a solution and have solved the problem.

Thank you for your patience and for choosing HostGator.

Best Regards,

Steve
Technical Support Manager


However that didn't solve the problem, and I emailed to let Steve know that the issue was still open.
Tuesday, I received this response:

Tue Aug 23 2005 11:04AM by support@hostgator.com We sincerely apologize for the delay and we do appreciate your patience. Lyron is working very hard to fix SiteStudio on the machine, he may even have to reinstall it for the entire server. Rest assured it is being worked on and we haven't forgotten about you. We'll provide you with more information when it becomes available.

I then asked if there was an estimated time that the issue would be resolved, and received this response:


Tue Aug 23 2005 11:48PM by support@hostgator.com Hello, There is no ETA currently available. We will update you as soon as we have more information on the issue.

Best Regards,
Joe,
Hostgator Technical Support Department


At what point will HostGator offer a refund for all these days without service?
Also, what is the guarantee that this will not continue indefinitely?

[c12]

Originally Posted by GatorBrent

It would have been very nice if you mentioned you were talking about site studio. when someone says they are having problems publishing that refers to microsoft Frontpage extensions which was working fine on your account. we had no idea you were talking about SS which has nothing to do with frontpage extensions.


Your password did not match, which would not let you publish. As of this moment, it is not working because your DNS isn't even pointed to us. In the future, please be specific on your problem so we know how to help you. thank you

Hi again Brent. I just wanted to clear up two things. First of all, here is my original email that opened the ticket on this problem. I have deleted my name and password but other than that, included it entirely:

Thu Aug 18 2005 05:12PM by ***@yahoo.com Hello,
I've been trying to publish my site all afternoon but
it will not publish; it hangs on the 'please wait
while your site is published' page for as much as an
hour.

I have cleared out my cache, restarted, and tried
going back into the site studio and re-publishing, but
still had no luck.

Can you assist me with this problem? I think one of
the servers may be stalling.
Thank you!

username: ••••••
pw: ••••••

Secondly, you mention that password doesn't match. Why did this problem arise on Thursday August 18, when I have not changed my password in over a year?