supra 1/2/05 major outage

[onsite]

I'm going to be very surprised if your company is still around in 3 months so I don't think that giving free months is going to do any good. My guess is that you are about 5 seconds from major lawsuits from many different people.

The BS about the mirror failing on one drive is so much bs. The DC should have known about a failed mirror. You think that they would be on top of that being that they are one of the world largest DC's.

Believe it or not I not really mad at you. I'm mad at myself. I knew better. I kept getting little signs that something was not right here from the tech support to server problem since I've been here. Since this issues we've heard so many excuses and none are worth 2 cents.
I personally don't want any free months from you. I want my money back for this month. I'm not going to stay here because you don't deserve any more of my support.

I'm going to download as much of my data as I can then it's going to get transferred to a new hosting company.

I hope Brent that you have learned something from this. Don't offer what you are not going to provide. Everything that you have promised you've f'ed up. I'm running old data and so are most people. You backup is toasted by your own account. What you promised people you did not deliver. That sucks. I know it sucks to be you right now but I will tell you that its going to get worse before it gets better. You may get sued (meaning the company. I don't know if you own part of it or not) and that will get nasty. You thought losing data was bad? Wait until the Vampires get a hold of you.

Your lack of company procedures are the reason this is happening. Had you been professional most of this would never had happened. When I called you kids it's because your company has acted liked kids in a grown up world. Your company has made promised that you did not keep. In business that means trouble. You have taken money and not delivered on those promised. Your disclaimer does not remove your responsibility or liability. Just like I'm going to have to spend time and money repairing the damage that you did so will your company. I'm not interested in suing you. While I do have contacts in your home city and a lawyer there I don't see wasting any more of my time with you.
Clean up your business practices and get some real business people in there to help you.

Good luck in the future. I forgive you the trouble you have caused me.

[Thomas]

Midianet, I think what Brent said was pretty clear:
Sites that are "down" no longer exist. Not on this server - nor on any backup.
Sites that are corrupted need to be repaired/replaced - by whomever created them.
Passwords including individual email PWs have been wiped and need to be reset.

Personally, if I could just get into WHM I think I'd be okay. Waiting for a PW reset from support....

[Matrix0]

Originally Posted by midianet

any gators out there who can give an update on remaining issues ??

The worry is that nothing seems to have happened at all in the 4 hours since Brent disappeared.... and I think we can all work out what that might mean!

I dearly hope I'm wrong about it, but those people currently in Support don't seem to be able to do a lot except give holding answers to tickets. If this is the state of play (total dependency on 1-2 people) then we could well be horribly exposed half the time. Someone tell me this ain't so!

That's for another day, but back to the immediate issues: is anyone from HG there yet to tell us precisely what is going on?

[airkat]

Actually that is the issue. Most support including the ones on IM know nothing but answers to basic textbook hosting questions ( even they have to look that up at times ). Only knowledgable ones Ive talked to is brent and lyron


*edit*
Seems liek theyve been doing a good job so far.. but ive seen ti coming.. its what happens when small operations get too big too fast... flies right out of control Hopefully this is the end of these issues for you all

[ztechpc]

The fact of the matter is they were not properly prepared for a disaster. When having a Data Center, distaster recovery is and should be your number 1 priority. The obviously were not checking to make sure the backs were verifying, and they were not prepared for losing a server. I'm also not sure why a DC of all places would use drive mirroring and not raid 5. I think they did a lousy job no matter whose fault it is. I have already started transferring all my accounts.

Their support does not respond to password reset requests, and if they had half a brain they would have restored a more recent backup to one of the other servers or a backup server. Just because the most recent backup had corrupt date (doubt it) doesnt mean that the week before is as well.

And again I reiterate, a raid controller doesn't just "stop" writing to the array, if the controller malfunctions then the system would lock up because it can't read from the drives. So I don't buy the fact that it stopped in nov. It just all seems a little to convient. They promise weekly backups and they prob only do them every other month because the can use their TOS as a scapegoat.

[airkat]

Is the server unbelievable slow for anyone else?

[airkat]

Originally Posted by midianet

I see...I guess I missed this one in the hectic...however, my problem is that I have no access to anything and there seems to be nobody who would reset my password...
To send an e-mail to support with a request to reset my WHM password and after 10 hours receiving the following response is very frustrating:

Hello,

Here is latest update on Supra server --
http://forums.hostgator.com/showthread.php?p=8445&posted=1#post8445

Please let us know if you have any further queries we will be glad to
assist you.
Warm Regards,
Sandra,
AIM : gatorsupport3
YIM : tech_hostgator
MSN : tech@hostgator.com

Warm Regards... pfft

[airkat]

10:24 EST Supra SQL = bye bye

[ztechpc]

I just want my freaking whm password reset so I can get in and pull down some scripts.

[airkat]

The worst part is even the accounts that were still up there are corrupt. I try to FTP in and get weird errors. Cant view gome directory, cant add/delete email accounts etc. Its just a complete feeling of instability. Like we're running on a ghetto-rigged server held together by duct tape and about to blow

[onsite]

ztech I think that somewhere I remember Brent saying that their backup also failed. That was someone elses fault as well. I'm with you I don't know why they were not using raid 5 but who knows. Nothing has made sense in a while. I don't think that they have a DC in the way that is being presented. I think that they have servers IN a DC and they manager their own servers remotely and when something go wrong they have the DC replace parts or something like that. IT's not their DC. They decide on what level the DC work for them. That's my idea but I could be wrong. At this point it does not matter much. I'm trying to dl most of my stuff and I'm getting errors. I'm in the process of getting a new host and that should be up within the hour then I'll change the DNS from Hostgator to the new host. I can't wait. They (allowed me to have a test site first before I joined so I could see how a movie that never worked here works there and it's 1000 times better there. The owner and I spoke for about a hour on the phone and he is totally professional and had nothing to say about Hostgator. Would not say a word other then to say that he has heard of the problems that have been on going.

Originally Posted by ztechpc

The fact of the matter is they were not properly prepared for a disaster. When having a Data Center, distaster recovery is and should be your number 1 priority. The obviously were not checking to make sure the backs were verifying, and they were not prepared for losing a server. I'm also not sure why a DC of all places would use drive mirroring and not raid 5. I think they did a lousy job no matter whose fault it is. I have already started transferring all my accounts.

Their support does not respond to password reset requests, and if they had half a brain they would have restored a more recent backup to one of the other servers or a backup server. Just because the most recent backup had corrupt date (doubt it) doesnt mean that the week before is as well.

And again I reiterate, a raid controller doesn't just "stop" writing to the array, if the controller malfunctions then the system would lock up because it can't read from the drives. So I don't buy the fact that it stopped in nov. It just all seems a little to convient. They promise weekly backups and they prob only do them every other month because the can use their TOS as a scapegoat.

[airkat]

Originally Posted by midianet

just curious....anyone got a usable response or any response at all from support within the last 5-6 hours?
and does e-mail work for anyone 100% ?

I dont even bother. With brent and lyron out the picture you're stuck with the yuppies that answer the basic questions to get people to sign up with hostgator.

[liquid]

No, and no.

I actually called support, and a guy with an Indian accent answered and told me that I couldn't log into WHM because the server was having trouble. I told him that I knew all about that, and he told me to email a support request and that they would reset my password, and that he couldn't help me. It really sounded like an overseas call center answering service (echoes, delays, lots of background noise), which makes me think that no one is working at HostGator right now.

[airkat]

Originally Posted by onsite

ztech I think that somewhere I remember Brent saying that their backup also failed. That was someone elses fault as well. I'm with you I don't know why they were not using raid 5 but who knows. Nothing has made sense in a while. I don't think that they have a DC in the way that is being presented. I think that they have servers IN a DC and they manager their own servers remotely and when something go wrong they have the DC replace parts or something like that. IT's not their DC. They decide on what level the DC work for them. That's my idea but I could be wrong. At this point it does not matter much. I'm trying to dl most of my stuff and I'm getting errors. I'm in the process of getting a new host and that should be up within the hour then I'll change the DNS from Hostgator to the new host. I can't wait. They (allowed me to have a test site first before I joined so I could see how a movie that never worked here works there and it's 1000 times better there. The owner and I spoke for about a hour on the phone and he is totally professional and had nothing to say about Hostgator. Would not say a word other then to say that he has heard of the problems that have been on going.

care to share host name? You can PM me if you want to keep private. Ive been trying to find hosts with comparable packages to HG

[onsite]

As homer Simpson said so well " Need more snooze !"

Originally Posted by liquid

No, and no.

I actually called support, and a guy with an Indian accent answered and told me that I couldn't log into WHM because the server was having trouble. I told him that I knew all about that, and he told me to email a support request and that they would reset my password, and that he couldn't help me. It really sounded like an overseas call center answering service (echoes, delays, lots of background noise), which makes me think that no one is working at HostGator right now.

[ztechpc]

I understand he said the backup failed, but they are trying to tell use they have NO good backups all the way back to november? That is a load of BS. I smell a class action lawsuit.

Originally Posted by onsite

ztech I think that somewhere I remember Brent saying that their backup also failed. That was someone elses fault as well. I'm with you I don't know why they were not using raid 5 but who knows. Nothing has made sense in a while. I don't think that they have a DC in the way that is being presented. I think that they have servers IN a DC and they manager their own servers remotely and when something go wrong they have the DC replace parts or something like that. IT's not their DC. They decide on what level the DC work for them. That's my idea but I could be wrong. At this point it does not matter much. I'm trying to dl most of my stuff and I'm getting errors. I'm in the process of getting a new host and that should be up within the hour then I'll change the DNS from Hostgator to the new host. I can't wait. They (allowed me to have a test site first before I joined so I could see how a movie that never worked here works there and it's 1000 times better there. The owner and I spoke for about a hour on the phone and he is totally professional and had nothing to say about Hostgator. Would not say a word other then to say that he has heard of the problems that have been on going.

[jooosh]

So what the word on the best alternative cPanel reseller host? I saw a link to surpasshosting.com for a moment 'till the moderator killed it. I'm having to look at other providers as well.

[ztechpc]

SurpassHosting.com

You get a free account for your personal site which matches your reseller account.

[jooosh]

What provider onsite?

Originally Posted by onsite

ztech I think that somewhere I remember Brent saying that their backup also failed. That was someone elses fault as well. I'm with you I don't know why they were not using raid 5 but who knows. Nothing has made sense in a while. I don't think that they have a DC in the way that is being presented. I think that they have servers IN a DC and they manager their own servers remotely and when something go wrong they have the DC replace parts or something like that. IT's not their DC. They decide on what level the DC work for them. That's my idea but I could be wrong. At this point it does not matter much. I'm trying to dl most of my stuff and I'm getting errors. I'm in the process of getting a new host and that should be up within the hour then I'll change the DNS from Hostgator to the new host. I can't wait. They (allowed me to have a test site first before I joined so I could see how a movie that never worked here works there and it's 1000 times better there. The owner and I spoke for about a hour on the phone and he is totally professional and had nothing to say about Hostgator. Would not say a word other then to say that he has heard of the problems that have been on going.

[airkat]

I heard the same ztech... although when I read up on them, it seems since their prices are low they overcrowd servers and theres lots of speed/stability issues etc

[scooter1219]

I found a new host for reselling.

If anyone wants the info email me @

bimmerfreak1@gmail.com

[ztechpc]

I havent had any stability issues with them, thats why I switched. I was running my personal site on theirs for a month with no issues. I had daily email issues and 5 minutes of random downtime with hostgator.

To be honset, its more expensive but Interland has been the best hosting I have ever seen, and their support is amazing.

I use Globat as well and have been pretty happy with them, though I dont think they do reseller but you get 65 comission for signing people up.

[Matrix0]

Originally Posted by liquid

No, and no.

I actually called support, and a guy with an Indian accent answered and told me that I couldn't log into WHM because the server was having trouble. I told him that I knew all about that, and he told me to email a support request and that they would reset my password, and that he couldn't help me. It really sounded like an overseas call center answering service (echoes, delays, lots of background noise), which makes me think that no one is working at HostGator right now.

Yes, this mirrors my experience too.

I called them several times yesterday (from the UK) and got some guy with an Indian accent who could tell me nothing, except to raise a ticket: which in turn are either ignored for many hours or simply tell me to read this forum. Obviously, this is entirely useless to me.

So it does indeed look like it's Brent or bust at this stage. I hope he's set his alarm clock! Sorry... it's far from being a laughing matter.

[airkat]

When I submitted a quote to have my sitews moved, I got some interesting responses. If anyone is interested pm me and ill forward them to u.

Its sad we've come down to discussing alternatives in their own forums but it seems our hands are tied.

[scooter1219]

I am going straight through a Data Center with REDUNDANCY and they are local to me So I am going to visit them personally and see their site.