System is down and so is communication

[prevail]

It is terrible when the sytem goes down, we all lose credibility and money. but when I tried to contact support, I was treated rudely and basically told when it comes up it comes up.

I tried to send a message to support and of course was ignored... what am I paying for again?

[jojoyohan]

It might be on your end. Try accessing your site through a proxy.

[prevail]

No it is not on my end.... I have been in contact and was told that the server was down and that there is not an ETA for it to be back up

[prevail]

We are currently experiencing some network issues with
city.websitewelcome.com. We apologize for the inconvenience and we thank
you for your continued patience while we work diligently to restore normal
service as soon as possible. Currently we have no ETA.

[Sam]

Originally Posted by prevail

We are currently experiencing some network issues with
city.websitewelcome.com. We apologize for the inconvenience and we thank
you for your continued patience while we work diligently to restore normal
service as soon as possible. Currently we have no ETA.

Well if it is network connectivity issues then its not hostgators fault.. they have to wait for THE PLANET (their datacenter) to fix it.

[prevail]

HostGator servers are down according to them

[Sam]

Originally Posted by prevail

HostGator servers are down according to them

Yes, becasue of network problems

[prevail]

No they said it was there servers that were down. Not the Network

[gtgeorge]

city is showing the default cpanel page at this time for me.And a website called Northcoast Wealth Network at http://city.websitewelcome.com/~prevail/ along with http://www.ncwnonline.com/

[gtgeorge]

Receiving server not found errors this AM along with one of the nameservers not responding... Are both the nameservers correct if this is your site?

ns145.websitewelcome.com. [70.86.180.98] [TTL=172800] [US]
ns2.websitewelcome.com. [67.18.54.177] [TTL=172800] [US]

This is a link to the dns report for ncwnonline.com:
http://www.dnsstuff.com/tools/dnsrep...ncwnonline.com

[Serra]

Originally Posted by Hostgator

We are currently experiencing some network issues with city.websitewelcome.com. We apologize for the inconvenience and we thank you for your continued patience while we work diligently to restore normal service as soon as possible. Currently we have no ETA.

I tried to contact support, I was treated rudely and basically told when it comes up it comes up.

Hostgator's response to you is not rude. They told you the system was down and they they DON'T KNOW WHEN THE PROBLEM WILL BE RESOLVED. Why would they say that? Likely because THEY DON'T KNOW WHEN IT WILL BE RESOLVED!

You assumed that they were just blowing you off, they were not blowing you off. They told you what they knew.

Then you contacted thePlanet. Keep in mind that you are not a customer of thePlanet and you can not put in a support ticket. All you can do is talk to some sales minion. Of course, they are clueless because they are not in the support department. So they tell you that it is Hostgator's problem, because you are a Hostgator customer and they want you to stop bothering them.


I suggest you setup your account properly before you start accusing people of not helping you. From your DNS report, it looks like the problem might be YOU not them.

[slapshotw]

I REALLY doubt those nameservers are correct.

As said before, it doesn't appear that you're using the right nameservers:

sanjin@wizard ~ [1] $ whois ncwnonline.com
[Querying whois.internic.net]
[Redirected to whois.melbourneit.com]
[Querying whois.melbourneit.com]
[whois.melbourneit.com]

Domain Name.......... ncwnonline.com
  Creation Date........ 2005-09-21
  Registration Date.... 2005-09-21
  Expiry Date.......... 2007-09-21
  Organisation Name.... BXN
  Organisation Address. 10540 Sawmill Drive
  Organisation Address.
  Organisation Address. Chardon
  Organisation Address. 44024
  Organisation Address. OH
  Organisation Address. UNITED STATES

Admin Name........... BXN Network
  Admin Address........ 10540 Sawmill Drive
  Admin Address........
  Admin Address........ Chardon
  Admin Address........ 44024
  Admin Address........ OH
  Admin Address........ UNITED STATES
  Admin Email.......... wraprevail@yahoo.com
  Admin Phone.......... +1.2164530646
  Admin Fax............

Tech Name............ YahooDomains TechContact
  Tech Address......... 701 First Ave.
  Tech Address.........
  Tech Address......... Sunnyvale
  Tech Address......... 94089
  Tech Address......... CA
  Tech Address......... UNITED STATES
  Tech Email........... domain.tech@YAHOO-INC.COM
  Tech Phone........... +1.6198813096
  Tech Fax.............
  Name Server.......... ns145.websitewelcome.com
  Name Server.......... ns2.websitewelcome.com

ns145.websitewelcome.com and ns146.websitewelcome.com are the right nameservers for the city server.

[gwyneth]

Originally Posted by Serra

From your DNS report, it looks like the problem might be YOU not them.

Serra and Matt,

Is it me or do people with DNS issues seem especially reluctant to think that's what's causing their problems (i.e., take responsibility)? If so, I wonder why.

[slapshotw]

Originally Posted by gwyneth

Is it me or do people with DNS issues seem especially reluctant to think that's what's causing their problems (i.e., take responsibility)?

Completely true. It seems like DNS issues are always one step over normal on the Blame-HG-ometer.

[gwyneth]

This was relatively mild compared to several notable ones, but the possible commonality suddenly hit me....it isn't just the reluctance to see the real problem but they seem to get angrier, too.

[Serra]

The real problem is when they get one NS right and one NS wrong. Then the website works like half of the time, so they assume it's HG's problem because it worked "before" and they didn't "change anything".


To make matters worse, things like this don't help:

openDNS blog

Of course it doesn't help when they come with a bad attitude:

I tried to send a message to support and of course was ignored... what am I paying for again?

[GvilleRick]

Yeah, I don't miss working tech support and dealing with those types of tickets. I also loved it when they started the ticket informing me that they weren't a newbie and therefore knew that the problem was with the server. I've seen folks that just added the two nameservers to the list which still included the old nameservers and wanted to know why after two weeks they were still seeing the new site only about 50% Of the time.

[Serra]

Originally Posted by GvilleRick

I've seen folks that just added the two nameservers to the list which still included the old nameservers and wanted to know why after two weeks they were still seeing the new site only about 50% Of the time.

I've got a customer with a domain that was at registerfly. They added to expired domain DNSes to the DNS list, so there are two good ones and two bad ones. The site is on my missing IP report about three or four times a week. The reset of the time it is working fine.

The customer can't figure out how to get into the goDaddy account to change the name servers... I suggested they send me the login information, but they have been reluctant for some reason... oh well, not really my problem I guess.

[gwyneth]

Originally Posted by Serra

The real problem is when they get one NS right and one NS wrong. Then the website works like half of the time, so they assume it's HG's problem because it worked "before" and they didn't "change anything".
Of course it doesn't help when they come with a bad attitude:

Gosh, you'd think they'd at least check out their DNS settings--one, it's under their control, and two, so that if the people suggesting it were wrong, they can rub it in.

We need a "So, you want to be a DNS jerk" piece.

But seriously, if you set the nameservers at the registrar for that domain to the ones HG supplies in the welcome email, are you likely to have any problems? Or am I missing something?

[slapshotw]

No, if you put the nameservers correctly the first time the chances for problems are very unlikely.