** Resolved ** Internet Outage in Houston Headquarters

***GatorDHanna*** · #1 12-02-2008, 09:15 PM

HostGator is currently experiencing an Internet outage at its headquarters in Houston. Time Warner (HostGator's Internet provider) had a circuit go down near HostGator's office and this knocked out Internet to the building.

As a result, customers will not be able get to a customer service representative through live chat or the telephone and will notice delayed ticket response times. All of these services will be restored as soon as Time Warner restores Internet access.

Time Warner has been made aware of the problem and has promised to keep us informed as they correct the problem.

This Internet outage does not affect customer web sites. No customer web sites or information will be affected due to this outage. The outage only affects HostGator's call center and support operations.

More details will be provided as they are available.

Edit @ 9:30 PM CT: Some HostGator employees have been able to access the helpdesk and are working on getting through tickets at this time.

Edit @ 10:15 PM CT: Time Warner is still working on resolving the issue. Different parts of the building are getting Internet access slowly.

Edit @ 11:30 PM CT: Time Warner is not giving us as much information as we'd like. We have very, very limited chat and ticket support at this time. Our servers are continuing to be monitored as normal.

***GatorNathon*** · #2 12-03-2008, 03:16 AM

We have now restored internet access to the Hostgator customer support center.

Live chat, sales, and administrators are fielding support requests as normal except for phones. Phones still continue to be down at this time and I will update this post once they are back online. We do not expect it to be much longer.

Thank you all for you patience in this matter and we apologize for any inconvenience this may have caused.

***GatorNathon*** · #3 12-03-2008, 04:49 AM

Our phone system is now back online and we are taking calls.

Thanks to the hard work of our system admins we have brought the queue back down to normal response times on support tickets. Sales tickets are still slightly higher so there may be a delayed response.

Again, thank you all for your patience