I suggest to remove not clever persons from support team

[Sergey]

I suggest to remove not clever persons from support team.

I'm getting SERVER ERRORS since June. I was suspended many times by the error. And even while account was suspended I had problems with DB, phpmysql, ftp or other services. So it is not because of amount of visitors on my site for sure.

And this month was especially difficult.

Server 70.86.17.194 was dead all my day. Then it was ok again for several hours. And my site was suspended by the error again. I explained it in the ticket.

Anyway I decided to move to dedicated server (even it is very expensive for me). But the same support is working on deicated servers too.

New server was create with errors, and transfer did not complete too.
Even site was close by the errors they did not decided to start asap.

Site was off for 24 hours and I got email:
I'm starting the process of transferring your accounts.

5 hours later:
I am backing up all of your reseller sites or are you just want to move one?

7 hours later:
It seems that your database may have been corrupted during the transfer.

I contected via chat again and he still was not able to do anything.

and 12 more hours later I still do not know if DB is ok.

site is dead for 3 day because of bad support.

[Sergey]

When I had 4K visitors per day it was huge amount for them. Live Support was telling WOW.

But it is strange. Site is well optimized. And at my day time when I had maximum of visitors it was ok, but at night when 100 times less hits I had that Server Error.

If you have more than 4K visitors per day, then you need dedicated server. That's recommendation of support for my site.

[Sam]

Originally Posted by Sergey

I'm getting SERVER ERRORS since June. I was suspended many times by the error. And even while account was suspended I had problems with DB, phpmysql, ftp or other services. So it is not because of amount of visitors on my site for sure.

What errors where you getting?

When you are suspended you don't get access to db, phpmyadmin, ftp etc.

[Sergey]

Originally Posted by Sam

When you are suspended you don't get access to db, phpmyadmin, ftp etc.

Hello Sam,

I'm getting 'Internal Server Error'.

They closed my site via access to folders several times. So cpanel, phpmyadmin, and mysql itself was available.

I was sending tickets about it to show that the problem is not with my site, but they can only reboot server to 'fix'.

[Serra]

Originally Posted by Sergey

If you have more than 4K visitors per day, then you need dedicated server. That's recommendation of support for my site.

Between 4K and 7K is about the time when shared hosting no longer works for sites. A lot depends on your site, but a php/database site is likely to start having issues at 4K. An HTML based site might make it to 10K without issues.

Also, its not the visitors per day, its really the visitors per hour that kill sites. 4000 visitors per day means 166 per hour. That isn't very many. However, if you get 500 visitors for four hours and 10 visitors per hour the rest of the day, that is a huge difference. So look at the peak visitors per hour as more of a guide of your need to move to a different system.

[Sergey]

When I have maximum of visitors (and hits) per hour is ok for my site. Problem appears when I have minimum of hits.

In decemer I had 20K per day. And pages were loaded fast (0.25 second to load page).

Now I have 10K pageviews per hour in my daytime (Serra, I have 12 hours difference with you). But site has problem when I have about 100 pageviews per hour.

Guys in LiveSupport saw this, but they do not know how to help me. And support report that they reboot services and that's all.

[screavic]

Sergy,

I agree with the title of this topic 100%. Example I submitted a ticket cause I got a dedicated and the IP's were not allowing me to get WHMCS. I sent a ticket in and the support tech responded "You can't use this outside of the Hostgator network". I can tell they didn't even look into the response any further other than a canned response. If they would have looked further they would have seen in the same ticket I was talking to someone else about a HDD Smart error. Anyways, it is frustrating cause now I will have to wait yet again another 2-8 hours for a response.

[Sergey]

Screavic, they have several standard phrases and most of them read only first sentence. Some of my tickets has history of several monthes. I have to explain everything again and again.

[screavic]

To me at times, it feels like they are paid per call. I know they get 'ratings' and stuff so the better rating they get the more they get paid or the better company review they get. But come one, I think I would rather have 100% satisfied customers on my queue rather than 50% unsatisfied because I didn't even read the ticket. I can understand if you don't understand the question but come on, I have had on multiple cases having to re-type the message from the beginning cause they didn't even read the original.

[Serra]

Keep in mind that how you write you ticket has A LOT to do with the response you'll get. If your tickets are more than 3 lines long, then you are making a HUGE mistake.

Tickets should be:

1. Short.
2. Contain the problem and the solution you desire.
3. Only one problem per ticket
4. No extra supporting material. No extra text.

If you follow that format, then you'll get far better results.

Now I have 10K pageviews per hour in my daytime (Serra, I have 12 hours difference with you). But site has problem when I have about 100 pageviews per hour.

Guys in LiveSupport saw this, but they do not know how to help me. And support report that they reboot services and that's all.

This very much sounds like a site problem and not a server problem. If you have these types of issues, you can put in tickets until you are blue in the face and you'll never get a solution because HG looks at what is their area of responsibility, the server. If your site is having an issue that is related to the site's software, HG support isn't going to be much help as they will always try to solve the issue by fixing the server. They have no interest in fixing your software.

The way to solve this problem is to determine what the problem is before you contact support. If it is a server problem, have them fix it. If it is a site issue, fix it yourself. You can't expect HG to find the problem if it involves a complex issue with your site that isn't causing a specific error message or symptom on the server.

The best way to use support is to tell them what the problem is and what the solution would be. Having them find issues isn't really going to work because they can't spend time on complex issues for obvious reasons.

[Sergey]

Originally Posted by screavic

I have had on multiple cases having to re-type the message from the beginning cause they didn't even read the original.

I got dedicated and asked to move one site to this dedicated.
Last 3 days I'm explaining this again and again, but no results. And I still do not know if they lost all my DB or not.

[Serra]

Originally Posted by Sergey

Screavic, they have several standard phrases and most of them read only first sentence. Some of my tickets has history of several monthes. I have to explain everything again and again.

This is exactly what I'm talking about. Tickets like that will NEVER be resolved to your satisfaction. If you can't tell them what the problem is and what you want done to fix it, you might as well write the problem on a paper, stick it in a bottle and throw it in the ocean. The ocean based support system will work just about as well.

You must give them a clear problem to fix. If they have to read months of history, you don't have a clear problem for them to fix. Also, if it takes months of history, you don't actually have a server problem.

[Serra]

Originally Posted by Sergey

I got dedicated and asked to move one site to this dedicated.
Last 3 days I'm explaining this again and again, but no results. And I still do not know if they lost all my DB or not.

It takes about 2 minutes to move a site to a dedicated server from another cPanel host. Why are you messing around with support when you could take care of this in a few minutes?

You really need to review your expectations of what support can and should be doing for you.

[Sergey]

Originally Posted by Serra

1. Short.
2. Contain the problem and the solution you desire.
3. Only one problem per ticket
4. No extra supporting material. No extra text.

This way you will have additional question and will wait another day.

[Sergey]

Originally Posted by Serra

It takes about 2 minutes to move a site to a dedicated server from another cPanel host. Why are you messing around with support when you could take care of this in a few minutes?

You really need to review your expectations of what support can and should be doing for you.

They suspended my site. They sent me top processes with 5 images in it.
So I could not move it my self. I explained them that site suspended by the error (btw it was my night and it was about 100 visitors on site only).

[Serra]

Originally Posted by Sergey

This way you will have additional question and will wait another day.

No, if you clearly define what you want done, then there are no questions left to ask. If you get additional questions, then you did not define what you want done clearly.

[Serra]

Originally Posted by Sergey

They suspended my site. They sent me top processes with 5 images in it.
So I could not move it my self. I explained them that site suspended by the error (btw it was my night and it was about 100 visitors on site only).

Please post that top image or PM it to me. I'd like to see what they told you.

I can't see how you could be suspended by error. If that was the case, they should quickly unsuspended you. The fact that you are still suspended means you were not suspended by error. You are being very loose with the facts here.

[Sergey]

I sent you my ICQ number.

[Serra]

Originally Posted by Sergey

I sent you my ICQ number.

Which ICQ promptly ate... grrrr... Send it again.

[Sergey]

Originally Posted by Serra

No, if you clearly define what you want done.

I created Transfer REQUEST using form. I want to move one site from reseller account to dedicated. I think it should be really clear, even I do not speak English well.

[Serra]

Originally Posted by Sergey

I created Transfer REQUEST using form. I want to move one site from reseller account to dedicated. I think it should be really clear, even I do not speak English well.

That is clear, but the problem is not with the transfer request, its an Abuse issue, which slows everything down to a crawl. You need to convince them to unsuspended your site for the transfer.

[Sergey]

For example, these 3 days I have huge problems with phpbb forum.


Hello,
Your account on the SENTRA server has been suspended for CPU load issues:

10.78 0.05 0.2
Top Process %CPU 33.0 [php]
Top Process %CPU 31.0 [php]
Top Process %CPU 28.0 [php]

19-0 7142 26/397/8385 K 8.28 0 4 147.2 2.93 162.55 83.167.112.9 GET /images/avatars/941184493474e0495468fe.jpg HTTP/1.1
20-0 1566 0/110/8448 _ 1.82 17 3 0.0 1.18 69.09 77.181.56.91 GET /images/preview/img20/20043.jpg HTTP/1.1
21-0 27260 5/600/8331 K 12.88 5 3 14.8 5.53 84.79 84.136.176.5 GET /images/thumbs/img08/789.jpg HTTP/1.1
22-0 2706 0/103/8448 _ 1.45 13 7 0.0 0.62 67.75 91.122.180.16 GET /templates/subSilver/images/folder_announce.gif HTTP/1.1
23-0 7163 13/38/8949 K 0.43 4 17 251.6 0.43 77.40 86.106.242.44 GET /images/preview/img11/11737.jpg HTTP/1.1

This is not the first time that this has happened with your forums specifically and they will not be re-enabled on a shared server any longer. This will have to move to a dedicated server or to another host entirely.

[Sergey]

Maximum: 100 visitor per 5 minuts at my daytime.

But problem was at my night.

Also take a look. Top processes 5 images (no php there), but top processes is almost 100% in total.

Also:
10.78 0.05 0.2
If you know what this mean, then you will see that forum was great. 0.05 0.2 are great number and 10.78 is just a moment (that can be not because of my site).

[Sergey]

ok. Now I'm sure support reply with stupid questions to do nothing. My site is down for 3 days and no progress.

[GvilleRick]

This is really not the proper place or method to deal with this problem. We can sympathize with you but folks here really cannot do anything to assist. You will need to contact support directly either through your ticket or Live Chat. If you are not satisfied with a ticket response then ask to have it escalated to a higher level tech. If you are still not satisfied send an email to Brent so that he can review it.