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TurnKey Internet 50 Hours in counting ! (Web33)
| Posted by HostUS - Alexander, 10-30-2012, 04:41 PM |
Hello,
I feel the need to make this thread, as turnkey support seem to be ignoring me now.
First in the last 5/6 months with turnkey the promised 100% uptime has been 98-99, there is always downtime on the web33 server.
For over the last 50 hours my websites has been down, these are just personal websites but some are rather popular including a very active forum.
When i first contacted them vie live chat i was told the server was 'up' but apache was not working so port 80 (httpd) was down. At first i believed this but then i found out that email and cPanel/WHM are not working. (Which do not need apache)
The tech on live chat was very nice and told me to make a ticket so i could get updates.
But then i was told (Different guy)that server was fine, and said the load average was 0.6 BULL S***. The server load has never been below 6 and mostly around 8, so that its self must show a problem.
Now i am stuck with no help and people complaing to me.
P.s. This has nothing to do with Sandy its just web33
Regards, |
| Posted by turnkeyinternet, 10-30-2012, 05:00 PM |
Hi Alexanderr - Sorry for any issues you are having with the reseller shared hosting system on Web33. There has been an ongoing large scale disruptive DoS at the main server IP for webserver33 which several resellers utilize. Our team has been defending against it, but it has been re-occuring over the last day and a half (no, the server has not been down for 50 hours). Services on non port 80 have been online the entire time (which im sure you confirmed yourself via cpanel login etc).
I see one ticket from you, ECU-136-53857 on the subject today at 12:45 pm, and our engineer responded to you right away, engineering has been actively making adjustments (and in some cases under cloud linux limiting some access levels too). So its possible that could be hindering you more than others. I will be sure to bring this to the support manager's attention for you too, as i know your ticket is still open at this time.
We have been actively working on the main server ip being hammered for the wide spread DoS (as you noted its not Hurricane Sandy related, and we have added staff on the last 48 hours due to the Hurricane, and us being in NY so we have been diverting resourced on this issue as best we can). One thing we have been doing is moving resellers off the main ip for those with their own dedicated ip, to assist on that issue some what as well. I'll mention that to the support manager and see if they can follow up with you shortly.
Thank you Alexanderr - always a pleasure responding to your WHT posts, and rest assured we will follow up on your ticket again soon. |
| Posted by HostUS - Alexander, 10-30-2012, 05:09 PM |
Quote:
|
Originally Posted by turnkeyinternet
Hi Alexanderr - Sorry for any issues you are having with the reseller shared hosting system on Web33. There has been an ongoing large scale disruptive DoS at the main server IP for webserver33 which several resellers utilize. Our team has been defending against it, but it has been re-occuring over the last day and a half (no, the server has not been down for 50 hours). Services on non port 80 have been online the entire time (which im sure you confirmed yourself via cpanel login etc).
I see one ticket from you, ECU-136-53857 on the subject today at 12:45 pm, and our engineer responded to you right away, engineering has been actively making adjustments (and in some cases under cloud linux limiting some access levels too). So its possible that could be hindering you more than others. I will be sure to bring this to the support manager's attention for you too, as i know your ticket is still open at this time.
We have been actively working on the main server ip being hammered for the wide spread DoS (as you noted its not Hurricane Sandy related, and we have added staff on the last 48 hours due to the Hurricane, and us being in NY so we have been diverting resourced on this issue as best we can). One thing we have been doing is moving resellers off the main ip for those with their own dedicated ip, to assist on that issue some what as well. I'll mention that to the support manager and see if they can follow up with you shortly.
Thank you Alexanderr - always a pleasure responding to your WHT posts, and rest assured we will follow up on your ticket again soon.
|
Hello,
Thanks very much for your detailed reply, i am not trying to make an argument here but i have been told this so far (I will not name in public the support staff)
livechat #1 Was told server was up but apache was not working, but a member of staff was trying very hard to fix the issue. Told to make a ticket for updates.
Ticket #1 Reply was about 10 minutes after submission (Very good considering the high work load) Was told server was fully up and had been over the last few days and the way it was phrased they were no implications that apache was not working / had issues.
livechat #2 Was told that server was up, even sent isitup links for my domain, web33 main domain, my shared and dedicated IP.
Also a small update: Websites go up for 1 minute but nothing works as the page half loads then its back down.
Also i have emails from different monitoring companies (Different locations as well) that can prove 50 hours down.
Best regards, and thanks. Alexander. |
| Posted by turnkeyinternet, 10-30-2012, 05:15 PM |
Thank you for the update Alexandarr, the information about the pages half loading is very helpful and I've passed that to engineering (I'm sure you talked to customer service in live chat and ticket, but ill push this up the flag pole as fast as I can for you).
I will make sure they keep you posted with updates in your ticket as well. |
| Posted by gene158, 10-30-2012, 06:33 PM |
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I'm also on webserver33 and I feel your pain... I was told by support they are still trying to figure out what is going on with my domains... This is just taking way too long... I think your support team needs to do some better communication since the person that responded to me does not know there is a DoS attack... sad... |
| Posted by turnkeyinternet, 10-30-2012, 10:52 PM |
Hi Gene158, Very sorry for your troubles - we just send out a memo to the resellers on the server that have any sites hosted on the main server shared ip (instead of their own dedicated ip), so you can instantly fix the issue on your own. Those web sites on their own dedicated ip are working fully 100%. Unfortuntely due to the size/scope of the DDoS over the last 24 hours+, the main server shared ip which has some web sites from multiple resellers (who choose not to use their own dedicated ip when creating sub resellers/accounts some times) may still have limited access.
But you can instantly resolve any sites nto loading by moving the site's ip to any of your dedicated ips.
Please feel free to contact us at 518-618-0999 as well for assistance. Thank you |
| Posted by HostUS - Alexander, 10-31-2012, 12:40 PM |
Hello everyone,
I thought i would update this to know this was solved. It has been solved about 12 hours ago but Im GMT Time
Over all i think the issue was not handled great, we got a email when the server was fixed/ new fixed.
If the email was sent first had i'm sure there would be less tickets for the staff and less trouble.
Thanks TurnKey Internet for solving this.
Cheers |
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