JaguarPC/ResellerZoom sites/hosted sites down

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Posted by Master Bo, 06-29-2013, 07:53 PM
Six minutes ago monitoring services notified me my sites hosted at ResellerZoom and JaguarPC went down. Confirmed, Host Tracker failed to load them from any location.

The sites of both JaguarPC and ResellerZoom (I suppose, hosted on the same facility) also can't load.

I'd appreciate the companies' representative to comment, since I can't access Helpdesks to post a question where t should have been posted.
Posted by wiredhosting, 06-29-2013, 08:05 PM
Its everything down. Entire datacenter / nodes.

Hope they resolve it soon.
Posted by bdnero, 06-29-2013, 08:06 PM
Their entire network seems down.
Posted by 1script, 06-29-2013, 08:09 PM
Just as soon as their network had finally started to work! I've seen download speeds of 3Mb+ today for the first time ever. My hunch - somebody must have knocked something down while playing with the network...
Posted by 1script, 06-29-2013, 08:13 PM
Do they have an off-network forum or blog for announcements like this, when the whole network is down?
Posted by Master Bo, 06-29-2013, 08:13 PM

Quote:

Originally Posted by 1script

Just as soon as their network had finally started to work! I've seen download speeds of 3Mb+ today for the first time ever. My hunch - somebody must have knocked something down while playing with the network...

I suggest waiting for companies representative(s) response - we can guess anything, but since the entire network went offline, it's a major event anyway.

Pity they don't have (or I can't remember the URL) of their status service (which should be hosted outside their facilities).

Quote:

Originally Posted by 1script

Do they have an off-network forum or blog for announcements like this, when the whole network is down?

Their forum where they usually post all outages details and their primary site have the same IP.
Posted by bdnero, 06-29-2013, 08:19 PM
Their twitter update-
"We are currently experiencing some network latency. Please stand by while we resolve it. Thank you for your patience."
Posted by Master Bo, 06-29-2013, 08:22 PM

Quote:

Originally Posted by bdnero

Their twitter update-
"We are currently experiencing some network latency. Please stand by while we resolve it. Thank you for your patience."

They have posted the same on Facebook. It's good to know they try to inform users.
Posted by Zachary McClung, 06-29-2013, 08:23 PM
It has been confirmed that there is power issues at the data center facility. The data center is currently looking into the issue and we will have updates as they are available. Thank you for your patience.
Posted by Master Bo, 06-29-2013, 08:29 PM

Quote:

Originally Posted by Zachary McClung

It has been confirmed that there is power issues at the data center facility. The data center is currently looking into the issue and we will have updates as they are available. Thank you for your patience.

Thank you very much for informing, Zachary. I appreciate your updating as soon as possible.
Posted by wiredhosting, 06-29-2013, 08:32 PM

Quote:

Originally Posted by Zachary McClung

It has been confirmed that there is power issues at the data center facility. The data center is currently looking into the issue and we will have updates as they are available. Thank you for your patience.

Thanks for the info!
Posted by wiredhosting, 06-29-2013, 09:41 PM
Up and running again.
Posted by Master Bo, 06-29-2013, 09:52 PM

Quote:

Originally Posted by wiredhosting

Up and running again.

Confirming, sites are available again.
Posted by Master Bo, 06-29-2013, 10:21 PM
Looks like everything's down again.
Posted by greenreader, 06-29-2013, 10:42 PM
Sill down.
Posted by Hexpress, 06-29-2013, 10:52 PM
JaguarPC apparently is down again.
Posted by Hexpress, 06-29-2013, 10:56 PM
The sites are available again.
Posted by ModelWebHost, 06-29-2013, 10:57 PM
I can confirm that our server is also down. I hope that they will not be repeating the same FSCK story again.
Their main sites are also down including billing/support area.
Posted by greenreader, 06-29-2013, 10:58 PM
My sites are working now.
Posted by Master Bo, 06-29-2013, 11:15 PM
My sites are up, but I prefer to wait for the official report that all the maintenance/whatever is over.
Posted by LXJTian, 06-29-2013, 11:16 PM
my vps still down
Posted by Zachary McClung, 06-29-2013, 11:18 PM
Power has been restored to the facility and a majority of clients are back online. Some VPSes may need to be manually started and some servers may need FSCK. The DC techs are working through this issue now.
Posted by mbr, 06-29-2013, 11:30 PM

Quote:

Originally Posted by Zachary McClung

Power has been restored to the facility and a majority of clients are back online. Some VPSes may need to be manually started and some servers may need FSCK. The DC techs are working through this issue now.

Kindly check your helpdesk, it's returning an error when logging in via dashboard. Thanks.
Posted by franckweb, 06-29-2013, 11:52 PM
I think they've resolved the issue. Sites are back up, now.
Posted by LXJTian, 06-30-2013, 01:55 AM
Still down
Posted by ModelWebHost, 06-30-2013, 01:57 AM
One of our server is still down. Even we can't reach to client area.

Zach@ any update on this?
Posted by Tayyab Rasool, 06-30-2013, 03:38 AM
Both are same,
Posted by HostPython-Nabz, 06-30-2013, 07:02 AM
I Have 3 accounts on 3 separate servers. 2 of them (Budget Reseller) are working fine now, but Business Reseller account is still down, Server Name: Vulture.
Posted by HostPython-Nabz, 06-30-2013, 07:30 AM
Down for 12 hours and counting.
Posted by Mad_matt, 06-30-2013, 07:34 AM
I cant reach the client area. Took a dozen tries, and manage to reach their homepage, and find the thread regarding the fact that they had a total power outage and appearantly are desperatly trying to get over a dozen servers back up and running.

There servers have been pretty shocking though. With the issues I have been having in the last few weeks, it doesnt suprise me to see them offline.

EDIT:
yeah, managed to access the client area!
Posted by bdnero, 06-30-2013, 07:59 AM
One of my vps still down. And JPC support portal not working.
Support portal showing error-
"User Error
Unable to connect to Database. Please verify the username, password, grant permissions and the database status. (./__swift/library/class.SWIFT.php:16)
================================================================================================================================="
Posted by mm88, 06-30-2013, 08:11 AM
Friday they have downed 2 of my cpanels for resource overuse.

This is how karma works.

Now, if I could just get back to my tickets to explain to them that they need to get my sites back up...

I was quite desperate.. good to see it is not my fault for a change.
Posted by mm88, 06-30-2013, 08:15 AM

Quote:

Originally Posted by bdnero

One of my vps still down. And JPC support portal not working.
Support portal showing error-
"User Error
Unable to connect to Database. Please verify the username, password, grant permissions and the database status. (./__swift/library/class.SWIFT.php:16)
================================================================================================================================="

This is what I was getting.

Plus, they are showing 0 tickets in my back office. What to respond to then??

2 of my cPanels with JaguarPC are down since Friday, and now this!

Gosh...!
Posted by mm88, 06-30-2013, 08:18 AM
Awfully slow to login into https://nixcore.nocdirect.com/nixcore/jpc their ticket support area. Previously, logging in, no tickets were showing!
Posted by kpmedia, 06-30-2013, 08:29 AM
It was about 2 hours of downtime.
Given the issue, I'm not going to complain. It's summer, power issues happen. (I lost power two days ago for a few minutes.)

I also see the login is VERY slow. In fact, it's just plain timing out.

.
.
Posted by BeZazz, 06-30-2013, 09:58 AM
My server with them is down again.

I am yet to troubleshoot it, so not sure if it just me or not yet.
Posted by laycomp, 06-30-2013, 10:48 AM
All their domains are down

HostingZoom.com
JaguarPC.com
ModVPS.com

...are down, any comments on what could be causing this? Maybe not paying their bills?
Posted by nmluan, 06-30-2013, 10:51 AM
Still down... 15:51 GDT June 30th
Posted by Visiba, 06-30-2013, 10:56 AM
Twitter update:
The facility in Atlanta has lost power again. Same reasons as last night. Engineers are working to get things back up again.
Posted by nmluan, 06-30-2013, 11:00 AM
Then I must be in Arlanta now. Not sure when they moved me haha. They were onky in Houston next to US59 when I joined them. Site still down. 16:00 GDT June 30th.

Cheers,
Posted by jumpdawg, 06-30-2013, 11:18 AM
It seems all of HZ is still down. This is becoming a more frequent problem with HZ. I am sure they are working on the problem however, summer or no summer, they should still have a contingency plan for this which doesn't take this long to restore or bring the down servers back online.
Posted by Abby, 06-30-2013, 11:33 AM
MY SITES ARE RUNNING FASTER THAN EVER!

Oh wait, that's because this week -- after 12 years with Jaguar -- I got so fed up with their deteriorating support that I moved all but one of my personal sites to Glowhost!

Sorry. Don't mean to rub it in. Here's their emergency blog, BTW:

http://backup.jaguarpc.com/
Posted by samfing, 06-30-2013, 11:38 AM
My sites at HZ are still down and I cannot even contact their support. I sent them an email and it got bounced back. Called their phone and it goes to voice mail... No update in their announcement...

http://forum.resellerzoom.com/showth...e-servers-down
Posted by BeZazz, 06-30-2013, 11:39 AM
My server with them is back up.
Posted by jumpdawg, 06-30-2013, 11:41 AM
I am sure they are doing their best to get this resolved, however they should have a contingency plan for this type of event that doesn't take 12+ hours to fix. Summer or no summer should not make a difference since other companies go through the same summers every year just as HZ does.
Posted by S4Host, 06-30-2013, 02:52 PM
and some servers are still down
Posted by trekcom, 06-30-2013, 03:03 PM
My server with Jaguar is down. Can't enter support ticket. Would appreciate some info from Jaguar.
Posted by trekcom, 06-30-2013, 04:09 PM
My servers is back up now. Would still like to hear what the cause of the problem was and what's being done for future prevention.
Posted by HostPython-Nabz, 06-30-2013, 04:18 PM
Vulture still down after 20 hours.
Posted by S4Host, 06-30-2013, 06:34 PM
Apparently power problems.. BUT .. still 10 hours since the power came back and server not back online yet..
Posted by Jag, 06-30-2013, 06:55 PM
One of our datacenter facilities in Atlanta had a total power failure. We're waiting for more information of the events. How we lost "A", "B", ups, and generator for a total outage. I'm sure you can find other companies on WHT that colo with this same provider had the same problem. Followed by a nice big Ddos. The Datacenter personel and our own staff have all been working to bring everyone back online as fast as possible. We will send out formal info in our normal channels for clients this week .
Posted by jumpdawg, 06-30-2013, 10:16 PM
HostingZoom is going to run their clients out of business yet.
Posted by dharding, 06-30-2013, 11:05 PM
Not if the clients are smart...
Posted by HostPython-Nabz, 07-01-2013, 12:02 AM
Vulture down for 28 hours and still they can't tell when it will be online. Its time to move, good thing I have backups.
Posted by jumpdawg, 07-01-2013, 01:33 AM

Quote:

Originally Posted by dharding

Not if the clients are smart...

LoL !!!
That is certainly true. That is one reason why I use several companies for my servers.
Posted by S4Host, 07-01-2013, 02:51 AM
Some of the servers/nodes are down for 24 hours ... "awesome"
Posted by HostPython-Nabz, 07-01-2013, 03:57 AM
Still down after 32 hours, I am in a relief now as I have just completed moving all websites to another host, with half the price and double the performance. There is still some less important data which I need to retrieve from their server, after that I will be deactivating my account: Its Business Reseller $335/Year.
I lost about $300 in revenue because of this downtime, should have moved sooner!
Posted by HostPython-Nabz, 07-01-2013, 01:43 PM
42 hours, vulture still down.
Posted by parrishdigital, 07-01-2013, 02:04 PM
devon and cappuccino are both still down as well. Not sure exactly when they went out, but were first reported to me at least 24 hours ago. I got 1 ticket response, but they basically just told me that they didn't know when they would be back online. I've been hosting with ResellerZoom for about 8 years, and I was happy with them for most of that time, but these type of major, long-term outages are becoming all-to-frequent.
Posted by S4Host, 07-01-2013, 04:36 PM
devon 40+ hours ago
Posted by Relapse, 07-02-2013, 09:34 AM
48+ hours.

No response on ticket.

No response to emails.

Losing patience.
Posted by jumpdawg, 07-02-2013, 11:45 AM
Another day and Vulture server still out.
Posted by Relapse, 07-03-2013, 11:22 AM

Quote:

Originally Posted by Relapse

48+ hours.

No response on ticket.

No response to emails.

Losing patience.

72+ hours.

I got one email form support telling me my server is up.

However, none of my sites are working.

100's of database errors since the power outage and no one at Jaguar seems to give a rip.

ticket #[#XPL-561-88978]
Posted by Mad_matt, 07-03-2013, 11:29 AM

Quote:

Originally Posted by Relapse

72+ hours.

it might be faster to move to another vps and restore all sites from your backups then to wait another 72 hours.
Posted by Relapse, 07-03-2013, 11:30 AM

Quote:

Originally Posted by Mad_matt

it might be faster to move to another vps and restore all sites from your backups then to wait another 72 hours.

You are correct sir.
Posted by Relapse, 07-03-2013, 11:44 AM
Now I can no longer access the cpanel of this account to even back it up.

WTG Jaguar!
Posted by Relapse, 07-03-2013, 02:22 PM

Quote:

Originally Posted by Relapse

Now I can no longer access the cpanel of this account to even back it up.

WTG Jaguar!

72+ hours after the power outage and 2 escalations of the the ticket (one to retort Jaguars's report that the server was running fine) Jaguar finally got the message and handled the issue.

Not too good, but it is done.

If you can afford down times of 72+ hours at a time, you may want to look into Jaguar to host your client's sites.
Posted by Relapse, 07-10-2013, 11:15 AM

Quote:

Originally Posted by Relapse

72+ hours after the power outage and 2 escalations of the the ticket (one to retort Jaguars's report that the server was running fine) Jaguar finally got the message and handled the issue.

Not too good, but it is done.

If you can afford down times of 72+ hours at a time, you may want to look into Jaguar to host your client's sites.

Well, I was too quick.

Jaguar is 10 days into this fiasco and I can get them to restart the sql on the sites on my server.

My customers are furious.

And my patience for jaguar is gone.

How hard is it to restart sql on the databases?

I have been experiencing the most apathetic support desk I can remember.

What about it Jaguar?
Posted by jumpdawg, 07-10-2013, 11:29 AM
It's summer, they are on vacation.
Posted by BeZazz, 07-12-2013, 01:52 PM
My server, well the network is currently down again :/

EDIT: Looks like it is power related.
Posted by wiredhosting, 07-12-2013, 01:53 PM
yes down again.
Posted by Hexpress, 07-12-2013, 01:57 PM
down again
Posted by Hexpress, 07-12-2013, 02:05 PM
Now what is the problem? JaguarPC has not posted anything:

http://backup.jaguarpc.com/
Posted by laycomp, 07-12-2013, 02:07 PM
Yes, it is down, we all have to face reality and do what needs doing and move on, Landins either does not have finances to hire competent technicians or just don't care.
Posted by Jag, 07-12-2013, 02:10 PM
So is all of 34 peachtree, ie colo@ , coloat. Again. Where we have 5 cabinets being affected by this, again.
Posted by Jag, 07-12-2013, 02:11 PM

Quote:

Originally Posted by laycomp

Yes, it is down, we all have to face reality and do what needs doing and move on, Landins either does not have finances to hire competent technicians or just don't care.

http://www.webhostingtalk.com/showthread.php?t=1284409

Its not us.
Posted by BeZazz, 07-12-2013, 02:20 PM

Quote:

Originally Posted by Jag

So is all of 34 peachtree, ie colo@ , coloat. Again. Where we have 5 cabinets being affected by this, again.

So is there any plans to compensate for all this downtime or to move to somewhere more reliable?
Posted by laycomp, 07-12-2013, 02:32 PM
Backup again!

As BeZazz asked:

"So is there any plans to compensate for all this downtime or to move to somewhere more reliable? "
Posted by Jag, 07-12-2013, 02:37 PM

Quote:

Originally Posted by BeZazz

So is there any plans to compensate for all this downtime or to move to somewhere more reliable?

We won't be compensated, above that facilities 2% sla towards power. But yes we will take care of our own clients much better than that.

http://blog.jaguarpc.com/resource-ce...-power-outage/

This is from that last outage they just had 13 days ago.
Posted by BeZazz, 07-12-2013, 03:01 PM
Thanks for that.

Trouble is I can not get to support

Quote:

User Error
Unable to connect to Database. Please verify the username, password, grant permissions and the database status. (./__swift/library/class.SWIFT.php:16)

Posted by Relapse, 07-12-2013, 03:04 PM

Quote:

Originally Posted by Jag

So is all of 34 peachtree, ie colo@ , coloat. Again. Where we have 5 cabinets being affected by this, again.

My databases are STILL NOT WORKING FROM THE LAST OUTAGE.

Jag, maybe you can help me.

Ticket#XPL-561-88978
Posted by Jag, 07-12-2013, 03:08 PM

Quote:

Originally Posted by BeZazz

Thanks for that.

Trouble is I can not get to support

Our helpdesk is there, other things are at other facilities, they are scattered for protection. We will get it moved and duplicated to other sites so it won't go down during issues like this.

We just never expected with all A/B , cloud, the insanely great cloud setup would be undermined by something as old and reliable usually as power.
Posted by Jag, 07-12-2013, 03:10 PM

Quote:

Originally Posted by Relapse

My databases are STILL NOT WORKING FROM THE LAST OUTAGE.

Jag, maybe you can help me.

Ticket#XPL-561-88978

Yes. But we ask people don't use wht or outside areas for relaying real support issues, we have our forums, blogs, my skype, phones, numerous other ways. I just happen to be on wht today to see this.
Posted by BeZazz, 07-12-2013, 03:10 PM
Ok,
I will try again tomorrow.
Posted by Relapse, 07-12-2013, 03:19 PM

Quote:

Originally Posted by Jag

Yes. But we ask people don't use wht or outside areas for relaying real support issues, we have our forums, blogs, my skype, phones, numerous other ways. I just happen to be on wht today to see this.

I have been emailing everyday.

It has been 24 hours since anyone responded and 24 hours before that since anyone did anything.

Shall I start hitting all avenues or one enough?
Posted by Jag, 07-12-2013, 04:41 PM
Sorry. Yes use all avenues, and do not wait for 24 hours increments, theres no reason on a critical issue for that kind of timeline. It's being handled and I passed it on.
Posted by Relapse, 07-12-2013, 05:40 PM
Just so I am clear on this...

Opening one ticket for one issue is not enough?

I should be have to badger your support desk through multiple avenues of communication to get my databases working again even though they have had 12 days to get the job done?

Posted by Jag, 07-12-2013, 06:34 PM
No, nice blank space. What I was trying to relay is, if you open a ticket and do not get the timely response especially in a down service/server situation, use the escalation process in the ticket and our own forum and contact page. In my forum, my sig and the notice at the top of every forum contains a list of managers you can reach out to via email, pm, forum, skype, and other channels. I just meant escalate, don't wait.

Response times aren't that long anymore, late June/July have shown a dramatic improvement in quality and speed of support. Minus these coloat power meltdowns, things have been very quiet and steady.
Posted by Relapse, 07-16-2013, 11:08 AM
Still having issues with databases.

My pleas to support to restart all my databases are being ignored.

Please, for the love of GOD, restart mysql or give me shell access so I can do it myself.

This is the most unbelievable %$@^ I have ever seen.
Posted by Mad_matt, 07-16-2013, 11:27 AM
i left them, after already submitting tickets to say im leaving, after already filling out the termination request on the 2013-07-05 , i see this on my account:

Quote:

2013-07-15 03:43:20
Account Suspended- [domain removed]
2013-07-15 03:43:20
Account Suspended- [domain removed]
2013-07-12 03:08:59
JaguarPC - Invoice now due
2013-07-12 03:08:59
JaguarPC - Invoice now due
2013-07-11 03:08:16
JaguarPC - Invoice now due

thats just the short screen. The full screen is 14 messages. yet not one address the cancellation request.

Not sure if I am meant to pay the "outstanding" balance or not. I am hoping a rep can change it from "suspended" to "cancelled".
Posted by jumpdawg, 07-16-2013, 01:53 PM
What a fiasco from HZ. It seems they would step over a dollar to pick up a dime. An example is all these power outage excuses.
Posted by Zachary McClung, 07-17-2013, 05:20 AM

Quote:

Originally Posted by Relapse

Still having issues with databases.

My pleas to support to restart all my databases are being ignored.

Please, for the love of GOD, restart mysql or give me shell access so I can do it myself.

This is the most unbelievable %$@^ I have ever seen.

We would be more then happy to assist you with resolving this problem; however, we do require your assistance. Our team has asked multiple times for specific databases that are still having problems as mysql is running fine. We have gone through your VPS site by site multiple times and checked to see if the databases were able to connect. As you already know, we found tons of sites with wrong mysql username and passwords which were preventing sites to connect. We are unable to find the last databases that are giving you trouble and if you could let us know which ones we could get this sorted asap.

As you also know, we provide vps customers with root access so you already have shell access to the VPS and have had it the whole time.
Posted by Jame$, 07-17-2013, 07:21 AM
I recommend trying to reaching them on Live Chat or Phone, for updates and help etc. I had an issue with a suspended account due to an echeque payment few days ago, I think they have a backlog of email tickets - my email query was only answered today. But they did sort out the issue for me well when I asked through the Live Chat feature straight away.
Posted by NightHourSupport, 07-17-2013, 08:17 AM
I better choose small ones who cares me more.
Posted by Relapse, 07-17-2013, 09:01 AM

Quote:

Originally Posted by Zachary McClung

We would be more then happy to assist you with resolving this problem; however, we do require your assistance. Our team has asked multiple times for specific databases that are still having problems as mysql is running fine. We have gone through your VPS site by site multiple times and checked to see if the databases were able to connect. As you already know, we found tons of sites with wrong mysql username and passwords which were preventing sites to connect. We are unable to find the last databases that are giving you trouble and if you could let us know which ones we could get this sorted asap.

As you also know, we provide vps customers with root access so you already have shell access to the VPS and have had it the whole time.

Wrong wrong and wrong.

The databases that had the wrong usernames were not that way before the corruption caused by the power outage.

Here is an example of one more database that is not working:

Quote:

Warning: mysql_connect(): Access denied for user 'blackhat_mmb2LE'@'localhost' (using password: YES) in /home/blackhat/public_html/mymasterblog2.info/new/_includes/class_db.php on line 123 Warning: mysql_error() expects parameter 1 to be resource, boolean given in /home/blackhat/public_html/mymasterblog2.info/new/_includes/class_db.php on line 125 Fatal error: Could not connect to server: in /home/blackhat/public_html/mymasterblog2.info/new/_includes/class_db.php on line 125

Now, please tell me again how you have checked all the databases.

Maybe you even caused this error because you "THOUGHT" the database username was "WRONG" even though you have no clue what you are talking about because you have given this ticket nothing more than cursory attention rather than looking into EXACTLY what I have been asking you for.
I did not ask you to change username names.

I asked you RESTART.

RESTART.

RESTART.

That is not changing freaking usernames.

You have screwed up the installs of of over 25 pieces of software because you "THINK" you know what the problem was without looking into in depth or listening to WHAT I HAVE BEEN SAYING FOR OVER 2 WEEKS.

Maybe you are little 'slow'.

Maybe you will get it fixed today, actually spending some time on it, before I make the decision to jump like many others have.
Posted by franckweb, 07-17-2013, 10:57 AM
I'm also having problems accessing database of some websites in my RZ account, it just stopped working and now none of my sites are accessible!!

My server started having problems since I bought it. Domains going down, power down, database errors, etc

I already sent a ticket.
Posted by BeZazz, 07-23-2013, 02:17 PM
Is anyone else having network issues or is it just me?

EDIT: All good now. (Just high pings)
Posted by Dant27, 07-25-2013, 04:27 AM

Quote:

Originally Posted by BeZazz

Is anyone else having network issues or is it just me?

EDIT: All good now. (Just high pings)

We noticed the same thing and the issues look to have reappeared this morning. Getting lots of packet loss when trying to access the Jaguar site or any servers we have with them.

Sure it will be back to normal soon but it's becoming a common annoyance.
Posted by BeZazz, 08-31-2013, 04:33 AM
Anyone else having issues?
I can not connect to my server there or the forums.

I have tried from different locations.
Posted by S4Host, 08-31-2013, 05:04 AM
yea me too having problems
Posted by Dilstar, 08-31-2013, 05:08 AM
its totally down
Posted by BeZazz, 08-31-2013, 05:11 AM
Back up .
Posted by BeZazz, 09-02-2013, 11:18 AM
Looks like they are down again.
Posted by Relapse, 10-18-2013, 11:11 AM
My account has been suspended without notice.

I have opened a ticket about it only to be told the ticket was being closed and the issue would be addressed in a previous ticket.

It has been over 24 hours now and no one has addressed the issue and all client sites are down.

I find it ironic that support can take the time to tell me they will address the issue another ticket without actually having the time to address it.

This is the worst support I have ever encountered in hosting after 5 years of being in this business.

In case you would like to help me out, here is the ticket number:

DYT-253-23792

Here is the url of the ticket:

Board will not allow the url to be posted.
Posted by Zachary McClung, 10-18-2013, 11:29 AM

Quote:

Originally Posted by Relapse

My account has been suspended without notice.

I have opened a ticket about it only to be told the ticket was being closed and the issue would be addressed in a previous ticket.

It has been over 24 hours now and no one has addressed the issue and all client sites are down.

I find it ironic that support can take the time to tell me they will address the issue another ticket without actually having the time to address it.

This is the worst support I have ever encountered in hosting after 5 years of being in this business.

In case you would like to help me out, here is the ticket number:

DYT-253-23792

Here is the url of the ticket:

Board will not allow the url to be posted.

I'm sorry to hear that you are having issues. I see that you were given notice on October 1st and October 17th in regards to the issue. On October 1st we received no response. It was not until October 17th when the system was causing load issues and suspended that any response was provided for the open abuse issue.

Our Abuse and Support teams do operate independently, opening a support ticket for an issue already open would cause our team to point to the existing open issue as multiple tickets can cause confusion and delay responses. I've escalated this ticket to a member of our Abuse team to provide access back to the system.
Posted by Relapse, 10-18-2013, 11:49 AM

Quote:

Originally Posted by Zachary McClung

I'm sorry to hear that you are having issues. I see that you were given notice on October 1st and October 17th in regards to the issue. On October 1st we received no response. It was not until October 17th when the system was causing load issues and suspended that any response was provided for the open abuse issue.

Our Abuse and Support teams do operate independently, opening a support ticket for an issue already open would cause our team to point to the existing open issue as multiple tickets can cause confusion and delay responses. I've escalated this ticket to a member of our Abuse team to provide access back to the system.

Thanks Zach.

As I said, I was not notified.

Yes, I see that the ticket was created, but I was not notified of the ticket.

I have posted, in the ticket, the emails that I am getting from your system.

None of them have anything to do with the notices in the ticket system.

It looks as though the server has been hacked.

I believe that is a responsibility of the both of us and your team ignoring it is not going to help either of us.

Please have someone look into the notifications of new tickets created by your abuse team.

There is no way I can sit around and refresh the ticket desks at every service I use, so the service should serve and notify.

I am sure I am telling you nothing you do not already know, but it seems the team that set up the support desk needs to be reminded.

Thanks for escalating the ticket.
Posted by Zachary McClung, 10-18-2013, 12:31 PM

Quote:

Originally Posted by Relapse

Thanks Zach.

As I said, I was not notified.

Yes, I see that the ticket was created, but I was not notified of the ticket.

I have posted, in the ticket, the emails that I am getting from your system.

None of them have anything to do with the notices in the ticket system.

It looks as though the server has been hacked.

I believe that is a responsibility of the both of us and your team ignoring it is not going to help either of us.

Please have someone look into the notifications of new tickets created by your abuse team.

There is no way I can sit around and refresh the ticket desks at every service I use, so the service should serve and notify.

I am sure I am telling you nothing you do not already know, but it seems the team that set up the support desk needs to be reminded.

Thanks for escalating the ticket.

I will look into why you did not receive an e-mail. We do a pretty large volume of tickets each day, I haven't received many complaints for not actually receiving the notice.

As you know Brendan is currently working on cleaning this up for you.
Posted by Relapse, 10-18-2013, 12:56 PM

Quote:

Originally Posted by Zachary McClung

I will look into why you did not receive an e-mail. We do a pretty large volume of tickets each day, I haven't received many complaints for not actually receiving the notice.

As you know Brendan is currently working on cleaning this up for you.

Thanks Zach.
Posted by Relapse, 10-19-2013, 11:59 AM
Here we are again Zach.

Nothing has been done to grant me access to my account after 56 hours.

Got a couple of messages about scanning the files but NO ACCOUNT ACCESS AND CUSTOMER SITES STILL DOWN.

I would appreciate it if you personally help me out with this.

Every time I give your employees the benefit of the doubt, nothing happens.
Posted by zxgewdton, 10-20-2013, 04:11 AM

Quote:

Originally Posted by Relapse

Here we are again Zach.

Nothing has been done to grant me access to my account after 56 hours.

Got a couple of messages about scanning the files but NO ACCOUNT ACCESS AND CUSTOMER SITES STILL DOWN.

I would appreciate it if you personally help me out with this.

Every time I give your employees the benefit of the doubt, nothing happens.

Willing to bet it will be another 17 days to resolve this.
Posted by Relapse, 10-21-2013, 10:35 AM

Quote:

Originally Posted by Zachary McClung

I'm sorry to hear that you are having issues. I see that you were given notice on October 1st and October 17th in regards to the issue. On October 1st we received no response. It was not until October 17th when the system was causing load issues and suspended that any response was provided for the open abuse issue.

Our Abuse and Support teams do operate independently, opening a support ticket for an issue already open would cause our team to point to the existing open issue as multiple tickets can cause confusion and delay responses. I've escalated this ticket to a member of our Abuse team to provide access back to the system.

96 hours and still no access.

Still not getting notice emails on ticket updates.

Would you allow your site 96 hours downtime?

I think not.

Why don't you help me out personally since your team can not seem to do it?

This is despicable, Zach.

How do you expect your current customers to increase their business with you when you can't handle one little issue in an acceptable time frame?

It cost more money to get new customers than it does to retain and up sell your existing customers.

Your support is not getting it.
Posted by Zachary McClung, 10-21-2013, 10:50 AM

Quote:

Originally Posted by Relapse

96 hours and still no access.

Still not getting notice emails on ticket updates.

Would you allow your site 96 hours downtime?

I think not.

Why don't you help me out personally since your team can not seem to do it?

This is despicable, Zach.

How do you expect your current customers to increase their business with you when you can't handle one little issue in an acceptable time frame?

It cost more money to get new customers than it does to retain and up sell your existing customers.

Your support is not getting it.

We take hacked servers very seriously and maldet scans can take time to complete along with a thorough review to make sure all issues are resolved. A member of our team will be updating your ticket shortly. Thank you for your patience.
Posted by Relapse, 10-21-2013, 10:57 AM

Quote:

Originally Posted by Zachary McClung

We take hacked servers very seriously and maldet scans can take time to complete along with a thorough review to make sure all issues are resolved. A member of our team will be updating your ticket shortly. Thank you for your patience.

The scan was completed over 24 hours ago Zach.

Your team is dropping the ball.

Still not getting notifications, so I would appreciate it if you address this issue or at least acknowledge it here rather than glossing over it to provide more lip service.

I would appreciate it if you see this through personally as I believe patience should not be stretched to 96 hours.

The bottom line, according to Jaguar's behavior, is that you do not care.

What else am I to believe?
Posted by Zachary McClung, 10-21-2013, 11:16 AM

Quote:

Originally Posted by Relapse

The scan was completed over 24 hours ago Zach.

Your team is dropping the ball.

Still not getting notifications, so I would appreciate it if you address this issue or at least acknowledge it here rather than glossing over it to provide more lip service.

I would appreciate it if you see this through personally as I believe patience should not be stretched to 96 hours.

The bottom line, according to Jaguar's behavior, is that you do not care.

What else am I to believe?

I'm sorry that our efforts to be thorough made you feel we did not care. You are absolutely right we could have released the sites back to you; however, in an effort to make sure there wasn't additional issues we did want our abuse ninja to review the system. When you have 50ish wordpress installs that are extremely out of date and a blacklisting, it is something we take seriously.

In addition, all of this was provided free of charge, even though it did exceed the time allotted provided by your management plan. I'm very sorry if you felt this was handled wrong, we will take this into consideration moving forward.

As you know, Brendan has re-enabled access to your system after the review was complete.
Posted by Zachary McClung, 10-21-2013, 11:23 AM
Please as a reminder to everyone keep your open source or any software especially wordpress and Joomla up-to-date. They are some of the most hacked and used scripts to cause damage. Out of date wordpress installs are just asking to cost you money, cost you customers and hurt other unintended people email when millions of spam messages are sent via the hacked scripts. Please upgrade your scripts.
Posted by Relapse, 10-21-2013, 11:24 AM

Quote:

Originally Posted by Zachary McClung

I'm sorry that our efforts to be thorough made you feel we did not care. You are absolutely right we could have released the sites back to you; however, in an effort to make sure there wasn't additional issues we did want our abuse ninja to review the system. When you have 50ish wordpress installs that are extremely out of date and a blacklisting, it is something we take seriously.

In addition, all of this was provided free of charge, even though it did exceed the time allotted provided by your management plan. I'm very sorry if you felt this was handled wrong, we will take this into consideration moving forward.

As you know, Brendan has re-enabled access to your system after the review was complete.

Let's get down to it....

Do you think 96 hours timely?

Would you allow your site to be down for 96 hours?

The issue is not the wordpress versions here, the issue is that I am getting ZERO notifications form your team and 96 hour down time.

Nothing, and I mean nothing takes that long, no matter how you want to spin it.

I will also be taking this, the second time I and my clients have endured ridiculous support times from your team (that can be seen earlier in this thread), into consideration as well.

It goes both ways.
Posted by Zachary McClung, 10-21-2013, 11:44 AM

Quote:

Originally Posted by Relapse

Let's get down to it....

Do you think 96 hours timely?

Would you allow your site to be down for 96 hours?

The issue is not the wordpress versions here, the issue is that I am getting ZERO notifications form your team and 96 hour down time.

Nothing, and I mean nothing takes that long, no matter how you want to spin it.

I will also be taking this, the second time I and my clients have endured ridiculous support times from your team (that can be seen earlier in this thread), into consideration as well.

It goes both ways.

I would not want a clients site down or my own site down for 96 hours. I would never wish a hacking or a blacklist on anyone either. The fact is they do happen and they need to be properly cleaned up and reviewed by individuals who handle these sorts of things day in and day out. Our abuse ninjas work Monday - Friday and handled this for you shortly after shift start today.

I'm still looking into why you are not receiving e-mail notifications. We do thousands of emails each day and this hasn't been reported before. I do see our team updated the ticket letting you know it was transferred to our abuse team for review. I'll make sure additional information is provided in the response so clients are aware of abuse team hours.
Posted by Relapse, 10-21-2013, 11:50 AM

Quote:

Originally Posted by Zachary McClung

I would not want a clients site down or my own site down for 96 hours. I would never wish a hacking or a blacklist on anyone either. The fact is they do happen and they need to be properly cleaned up and reviewed by individuals who handle these sorts of things day in and day out. Our abuse ninjas work Monday - Friday and handled this for you shortly after shift start today.

I'm still looking into why you are not receiving e-mail notifications. We do thousands of emails each day and this hasn't been reported before. I do see our team updated the ticket letting you know it was transferred to our abuse team for review. I'll make sure additional information is provided in the response so clients are aware of abuse team hours.

Your abuse team should have worked until the issue was fixed.

Basic and fundamental flaw with your business setup, or your service provider.

You know it and I know it.

Thanks for finally addressing all the issues rather than the glossing I have been getting.

I will looking for a quicker response and solution on the notifications issue, so hopefully you will see it through.

Your team is lazy, Zach.
Posted by Relapse, 10-25-2013, 11:51 AM
Here we go again.

5 days later we are locked out of our server again with ZERO NOTIFICATION.

Not sure what to say.

I am at your mercy I suppose.

If I grovel, will you get it fixed?
Posted by Zachary McClung, 10-25-2013, 12:08 PM

Quote:

Originally Posted by Relapse

Here we go again.

5 days later we are locked out of our server again with ZERO NOTIFICATION.

Not sure what to say.

I am at your mercy I suppose.

If I grovel, will you get it fixed?

You were notified in the same ticket yesterday in regards to the issue. The issue is the same issue as before, the outdated 50ish wordpress blogs are being exploited. We will clean up the server now; however, we will not be able to provide global access until the wordpress installations have been upgraded.
Posted by Relapse, 10-25-2013, 12:12 PM

Quote:

Originally Posted by Zachary McClung

You were notified in the same ticket yesterday in regards to the issue. The issue is the same issue as before, the outdated 50ish wordpress blogs are being exploited. We will clean up the server now; however, we will not be able to provide global access until the wordpress installations have been upgraded.

And my issue is the same, I AM NOT BEING NOTIFIED OF THE TICKETS which you said you would address, but haven't.

I will upgrade as soon as you allow me access.
Posted by Zachary McClung, 10-25-2013, 12:20 PM

Quote:

Originally Posted by Relapse

And my issue is the same, I AM NOT BEING NOTIFIED OF THE TICKETS which you said you would address, but haven't.

I will upgrade as soon as you allow me access.

We have checked the logs and receive no rejection back from Google. Do you receive your invoice notice each month or the recent newsletter about our 15th anniversary? Your Gmail account may be filtering them due to the fact that they are spam reports. When spam reports are forwarded by my gmail account, they typically are tagged as spam or phishing.
Posted by Relapse, 10-25-2013, 12:26 PM

Quote:

Originally Posted by Zachary McClung

We have checked the logs and receive no rejection back from Google. Do you receive your invoice notice each month or the recent newsletter about our 15th anniversary?

Yes, I get all your marketing emails, just not the support emails.

Quote:

Your Gmail account may be filtering them due to the fact that they are spam reports. When spam reports are forwarded by my gmail account, they typically are tagged as spam or phishing.

I have checked the spam box 10 seconds ago and there is no notification for the last week of anything coming form your support box.
Posted by Relapse, 10-25-2013, 12:34 PM
Your team is making demands they nothing about.

Care to help me out here?
Posted by difumetti, 10-25-2013, 01:34 PM
Relapse why dont you go get a new host? I am sure they will provide you backups. From reading the thread you may also want to get a new developer. The majority of WordPress exploits / hacks I have seen are not hosting related but coding instead.
Posted by Zachary McClung, 10-25-2013, 01:47 PM

Quote:

Originally Posted by difumetti

Relapse why dont you go get a new host? I am sure they will provide you backups. From reading the thread you may also want to get a new developer. The majority of WordPress exploits / hacks I have seen are not hosting related but coding instead.

Unfortunately, getting a new host will not solve this issue. WordPress version 2.4 and 2.5 are going to be vulnerable with any host, even with measures in place like mod security.

The solution is securing and keeping the word press and any open source software up to date.

3.7 is the stable version on the WordPress website. The automatic update feature can be disabled by adding the following line of code to the wp-config.php:

Quote:

define( 'AUTOMATIC_UPDATER_DISABLED', true );

Every hosting company should encourage and require clients to keep their software up-to-date after multiple exploits. As a hosting company, we have a duty to keep our IP space clean, to tens of thousands of spam mails going out to unexpected users, to keep server loads reduced (the spamming script was affecting other clients) and putting our clients in the best position to not have repeat issues.
Posted by WWS2010, 11-05-2013, 05:38 AM
Relapse why don't you update your very outdated wordpress installs? Thats whats causing the problems here.
Posted by Stuart_c, 11-05-2013, 07:09 PM

Quote:

Originally Posted by WWS2010

Relapse why don't you update your very outdated wordpress installs? Thats whats causing the problems here.

some peeps just dont learn
dont make a website if ur not gonna maintain it then complain about ur own issues

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