Santy worm affecting all cpanel hosts

[jollyjoyjoy]

Agreed - I've mostly avoided chat ever since I've found out that I get faster results with email than talking with them - they are aggravating because of the way they answer. You get the feeling like that they don't care about HostGator's business - a typical chat with them goes like this:

Me: Hi! I need help my problem is blah blah blah and my login info and account info is blah blah blah.
[30 minutes later ... ] <-- I'm not kidding!
Them: Hi! How can we help you?
Me: Hey! I'm having this problem blah blah blah.
[10 minutes later... ]
Them: what's your account info?
Me: Oh, it's this blah blah blah.
[10 minutes later...]
THem: Hold on I'm checking...

I'm not kidding! It takes them so long to answer and I always have to repeat what I say to them - c'mon, this is chat, not phone support.

As for email support - the standard we're working on this always seem to put me in a foul mood. Of course you're suppose to be working on this - but can you at least follow up on the customer by telling them what's going on instead of us emailing back on hey, what's up? Support needs to be more proactive.

It is only with hostgator's support that I was forced to do something for the first time in my life - ask for a level 1 tech's supervisor. I don't like doing this since I used to work as tech support myself. Suprisingly, the supervisor came and used the same workstation as the tech I was talking with - so I have no way of knowing if it's a real supervisor or just the tech pretending to be one to calm me down.

Still love Hostgator, but I'm just wishing for better support - or at least techs who don't have I-don't-care-about-you attitude.

Originally Posted by netuser

I totally agree that keeping customers in the loop is the best way to keep their business. OK, it is not customer service 101, but it is a well-known way for customer satisfaction. If it is not your fault and you are working on the issue, we will understand. Just let us know. It is very frustrating to be kept in the dark. Should we wonder if the problem would be solved in the next minute or never? Are there other hosting companies that are not having this problem?

[netuser]

At least HostGator allows us to vent here in the forum. I won't sign up with any hosting company that doesn't have any forum. Image that! The customers will have no way to find out what is going on when there is a problem, if the support is not helpful.

[pulse]

That tells me that why I had sooooooooooooooooooooooooo many vB tech problem emails

Everything seems to be working fine now

[eliteds]

PLEASE PLEASE put together an email list so that you can send out informational emails to at least your resellers, they need to have an answer when people call them on the phone.


Would be pretty easy to do if you have the account info stored in mysql, just make a php form for it.

Knowing about this stuff is half the battle.

[jollyjoyjoy]

Originally Posted by eliteds

PLEASE PLEASE put together an email list so that you can send out informational emails to at least your resellers, they need to have an answer when people call them on the phone.


Would be pretty easy to do if you have the account info stored in mysql, just make a php form for it.

Knowing about this stuff is half the battle.

I agree - we registered with our alternate email accounts with you guys, so maybe you can use that ?

[Gregory-Eric]

Originally Posted by eliteds

PLEASE PLEASE put together an email list so that you can send out informational emails to at least your resellers, they need to have an answer when people call them on the phone.


Would be pretty easy to do if you have the account info stored in mysql, just make a php form for it.

Knowing about this stuff is half the battle.

I am also all for this.

[ginger]

I'd still like an answer re: my outgoing SMTP server not working...........

[abstraktMedia]

Originally Posted by eliteds

PLEASE PLEASE put together an email list so that you can send out informational emails to at least your resellers, they need to have an answer when people call them on the phone.


Would be pretty easy to do if you have the account info stored in mysql, just make a php form for it.

Knowing about this stuff is half the battle.

$vote++

[Amish]

I'm still rather shocked that they don't have a mailing list for when this happens... since something has been going wrong almost every week, it seems.

[Linda]

The problem we are having may be worse than just our sites being up and
down and loading slowly.

I have been serving ads on my sites through the Digitalpoint Co-op Ad
Network for over a month now. Everyday, they send a spider to validate the sites to
make sure I am serving ads. Starting yesterday, their spider couldn't validate my
sites. I posted in the Digitalpoint forum about the problem, and was told
that my server was sending back a 302 redirect, so they couldn't spider the
site.

I just did a server header check at
http://www.webrankinfo.com/english/t...ver-header.php

Here is what the servers to my sites send back:

HTTP/1.1 302 Moved Temporarily
Content-Length: 0Location: /?4ec06e28

I have a lot of other sites on different hosts, and none had the problem.
Here is what the server headers of those sites look like.

HTTP/1.1 200 OKDate: Wed, 26 Jan 2005 20:32:23
GMTServer: Apache/1.3.29 (Unix)
FrontPage/5.0.2.2510 mod_perl/1.29X-Powered-By: PHP/4.3.4
Connection: close
Content-Type: text/html

In the last couple of days, a lot of people have posted on Digitalpoint
that they have also suddenly had validation problems, and they were also
told it was because their server was sending back a redirect. This morning
I realized it might be a Hostgator problem, so I asked in the forum if those
people were hosting at Hostgator, and they were. I've emailed support a few
hours ago, but so far don't have an answer and it hasn't been fixed.

My big concern is Google spidering those sites with that 302 redirect showing.
As we all know, Google hates 302 redirects, that it could be cause for
penalizing, or even banning, sites. So I'm very concerned about this situation
and the fact that it so far has not been fixed.

I'm wondering if the rest of you are also having this problem?
Thought I'd pass this along to alert you.

Linda

[netuser]

My site just has mysql connection problem.

How come hostgator has not responsed to the complaints/feedback/suggestion here? Or are they not reading the forum at all?

[GPG]

I just had that, but it's back now and seems to be working OK. I'm hopeful that the staff are busy adding patches and rebooting things that need to be rebooted.

[Linda]

I emailed support over 5 hours ago, and I still have the problem. So does another person I just checked with, even though she also emailed support. I'm very concerned about Google spidering my sites while this issue is still unresolved.

Linda