Support Tickets and Live Chat Down?

cspgsl · #1 02-02-2008, 05:19 AM

I have been trying to access the Tickets System since yesterday but get

Quote:

Our ticket system is currently under maintenance at this time. If you need any assistance, please call us or go to live chat.

When I click on Live Chat I just get a repeated

Quote:

https://server.iad.liveperson.net/hc...o/chatinfo.gifA HostGator operator should be with you shortly! Thank you for your patience.

Is the system down?

Chimpie · #2 02-02-2008, 05:31 AM

Quote:

Originally Posted by cspgsl

I have been trying to access the Tickets System since yesterday but get When I click on Live Chat I just get a repeated

Is the system down?

Have you tried calling?

***GatorFord*** · #3 02-02-2008, 10:26 AM

There was an issue with the new ticket system causing problems. The tickets were still received but were queued. We've pushed them all out and are working frantically now to get this back under control. Thanks for bearing with us.

lgkan · #4 02-02-2008, 01:41 PM

Sat Feb 2 2008

Tried logging into the support ticket system.
Passwords don't work, When i login it sends email with password.
But there is no password in the email.

lgkan@shaw.ca

Pazeh · #5 02-02-2008, 05:03 PM

try another time... on the first try it didn't send any email to me, but it did on the second, for some it did send on third...

***GatorNate*** · #6 02-03-2008, 01:20 AM

Quote:

Originally Posted by lgkan

Sat Feb 2 2008

Tried logging into the support ticket system.
Passwords don't work, When i login it sends email with password.
But there is no password in the email.

lgkan@shaw.ca

Lgkan,

This issue has been found and solved. You should be getting password emails now.

Thanks for your patience with this transition.

::Quick:: · #7 02-03-2008, 06:51 AM

I sent an email to support@hostgator.com, got a response and password except the password doesn't work!

bbjordan · #8 02-03-2008, 03:42 PM

Is there any way we can change our password? There no way I'll every remember the one that is set for me.

Jordan

GvilleRick · #9 02-03-2008, 03:46 PM

I would agree that it would be nice to be able to change the password. If you type in the wrong one it will email you the password again, however, so I suppose that if I new to submit a ticket I will just let them send it to me again.

arth · #10 02-03-2008, 03:46 PM

Quote:

Originally Posted by GatorNate

Lgkan,

This issue has been found and solved. You should be getting password emails now.

Thanks for your patience with this transition.

It is not solved for me. My password is not accepted and the returned email has the password as blank. I cannot get into the ticket system at all.

bbjordan · #11 02-03-2008, 03:50 PM

Is Live Chat down again? First it directed me to a blank page and now when I clicked it again its still trying to load... Its been like 3 minutes

bbjordan · #12 02-03-2008, 03:54 PM

Clicking on the support icons just redirects me to this page:
http://server.iad.liveperson.net/hcp/width/img30.gif

atsprogram · #13 02-03-2008, 04:39 PM

This is horrible. Everytime I call, they keep hanging up on.. I think it was a bad decision going with Hostgator.

GvilleRick · #14 02-03-2008, 04:50 PM

If you have a specific question someone here may be able to help. HG has been pretty good compared to other hosts I have had but there are some problems right now as they are trying to move to a different support system.

I am also getting the same problem with Live Chat. Looks like they are having problems with the server perhaps. It is a third party program and part of the reason HG is moving to the new system is to have more control over things such as this.

I would suspect that there is a reduced staff over the weekend so everyone may be working on the current problems.

bbjordan · #15 02-03-2008, 04:54 PM

Quote:

Originally Posted by atsprogram

This is horrible. Everytime I call, they keep hanging up on.. I think it was a bad decision going with Hostgator.

I find that extremly hard to believe
Did you get to the person you want to talk to and then after you told them the problem they hung up? or what?

Jordan

entel · #16 02-03-2008, 04:59 PM

Quote:

Originally Posted by arth

It is not solved for me. My password is not accepted and the returned email has the password as blank. I cannot get into the ticket system at all.

me too, i sent two ticket...... 2 days ago!

Pazeh · #17 02-03-2008, 05:15 PM

it seems that the HG made the move to the new support/ticketing system pretty fast & without enough debugging....

I'm holding my fingers crossed & hoping that I won't be in need of any support for the next couple of days/weeks, cause if I do... it will be a big pain !!

gtgeorge · #18 02-04-2008, 05:32 AM

Quote:

Originally Posted by bbjordan

I find that extremly hard to believe
Did you get to the person you want to talk to and then after you told them the problem they hung up? or what?

Jordan

I don't and actually find it likely. While I am sure hangups are not intentional they are using VOIP which has given problems before and possibly why the VOIP service has not been launched on time.

Reading all the support troubles is distressing, but knowing HG, it will only be a bad memory soon as they get everything worked out.

Sam · #19 02-04-2008, 10:00 AM

Quote:

Originally Posted by GvilleRick

I would agree that it would be nice to be able to change the password. If you type in the wrong one it will email you the password again, however, so I suppose that if I new to submit a ticket I will just let them send it to me again.

https://tickets.hostgator.com/changepassword

bbjordan · #20 02-04-2008, 11:14 AM

Quote:

Originally Posted by Sam

https://tickets.hostgator.com/changepassword

That feature is new. Thanks HG!

Jordan

***VOIPoTim*** · #21 02-04-2008, 11:39 AM

Quote:

Originally Posted by gtgeorge

I don't and actually find it likely. While I am sure hangups are not intentional they are using VOIP which has given problems before and possibly why the VOIP service has not been launched on time.

Actually just to clarify, HostGator and VOIPo are separate companies and operations do not impact each other, so our delayed public launch isn't related.

While VOIPo does provide the underlying VoIP service for HostGator, HG does use a third party phone system in their office. There have been no service-related issues with VOIPo at all recently, so if they are seeing any phone issues, it is related to their system and not VOIPo service.

gtgeorge · #22 02-04-2008, 03:01 PM

Quote:

Originally Posted by VOIPoTim

Actually just to clarify, HostGator and VOIPo are separate companies and operations do not impact each other, so our delayed public launch isn't related.
While VOIPo does provide the underlying VoIP service for HostGator, HG does use a third party phone system in their office. There have been no service-related issues with VOIPo at all recently, so if they are seeing any phone issues, it is related to their system and not VOIPo service.

Sorry Tim, I wouldn't want to spread inaccurate facts. I posted that based on reading that a year or so ago the VOIPo system gave problems that caused the problems with HG's phone system.

Also was stating that if someone is being "hung up" on it is more likely a phone problem than a rude support tech!

EDIT: BTW, I for one would rather see a late launch for the service and it being ready when it is than a quick timely release that is prone to problems

***VOIPoTim*** · #23 02-04-2008, 03:37 PM

Quote:

Originally Posted by gtgeorge

Sorry Tim, I wouldn't want to spread inaccurate facts. I posted that based on reading that a year or so ago the VOIPo system gave problems that caused the problems with HG's phone system.

Also was stating that if someone is being "hung up" on it is more likely a phone problem than a rude support tech!

EDIT: BTW, I for one would rather see a late launch for the service and it being ready when it is than a quick timely release that is prone to problems

Yeah I know what you meant. HG is just growing very quickly and with that there are always challenges. While I can't really speak for them directly, I can say that they are definitely hiring as many qualified people as they can find and scaling their systems (like the ticket system) as they outgrow the existing systems. Anytime changes are made to existing systems with a lot of volume going through them, there will always be some challenges, but they are working through them as quickly as possible.

In terms of their phone system.... HG is using well over 300,000 minutes monthly (mostly on their toll-free number) and usually has in excess of 30 calls going on at the same time. That's a lot of calling volume and takes a lot of people.

Since they are hiring very very quickly and there were a few cases before where someone added more phone extensions on their system for the new people in order to get them on the phones quickly without realizing that when they reconfigure the call queue, it has to restart (which causes calls to drop). This was an internal miscommunication with the IT department not realizing that reconfiguring it while it is live could cause it to reboot to load the new configuration.

There is also the possibility of someone new just not being familiar with the phone system enough and getting confused when they answer a call and accidentally hanging up. The system is designed to get the calls out to available employees as quickly as it can so you guys aren't on hold long and it doesn't give them a lot of time to think about what buttons to press, etc. So definitely some possibility of that.

Regardless, I really don't think anyone there would hang up on someone intentionally.

In terms of Live Chat, I know that was an issue with LivePerson. HostGator is in the process of putting an in-house solution for chat in place as well so everything is managed in-house and they can avoid 3rd party outages as much as possible.