Deasoft Down

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Posted by XhostingGuy, 04-07-2011, 09:34 AM
Resellers down and its main host site deasoft.com too. No way to contact Brett Deason. Any updates ?
Posted by RevoltHost, 04-07-2011, 09:47 AM
How long has it been down?
Posted by XhostingGuy, 04-07-2011, 09:59 AM
Im aware of that since around 2-3 hours. Dont know how long before that. Still down. I tried whois number associated with domain to alert Brett but it says invalid number +61.039797577
Posted by Ariolander, 04-07-2011, 04:12 PM
Also confirming that their entire website from the main domain deasoft.com to even their US resellers. Approx time 8 hours.
Posted by XhostingGuy, 04-07-2011, 11:14 PM
Anyone able to contact owner ? Sites are still down now 12 hours. No way to contact main host site is too down.
Posted by Asher S, 04-08-2011, 02:12 AM
Although I have no relation with Deasoft whatsoever, I can however tell you why they're down. It seems they are hosted with BurstNET, and as of a while back, burstnet have been facing network issues with parts of their network. This is why your host is down. Regards
Posted by XhostingGuy, 04-08-2011, 03:21 AM
Many thanks for update Cyestyne. It was helpful.
Posted by Ariolander, 04-08-2011, 05:48 AM
Yea Brett was a great guy each time I dealt with him. I expected it was something out of his control. Sorry to hear this. Hopefully BurstNET gets their act together before people get too frustrated.
Posted by XhostingGuy, 04-08-2011, 06:15 AM
Its now around 22-24 hours. No update. Desperately waiting.
Posted by BurstNET_CSM, 04-08-2011, 08:39 AM
We had an issue last evening with some switches in Philly and NY that caused intermittent packet loss for a few hours while we worked on resolutions. No major network issues for a long time as suggested by either of the other posts. @Xhosting - Any network issues were resolved by 2:30AM last night. I'd get in touch with whomever you bought the server from.
Posted by meowdogs, 04-08-2011, 12:59 PM
Still down for me .. Any one in Aus. that can go hunt brett down? busrt.net is useless for help
Posted by RevoltHost, 04-08-2011, 01:25 PM
Deasoft may be down, but I can pull up the forums? \ http://forum.deasoft.com/
Posted by meowdogs, 04-08-2011, 01:51 PM
Thats no help no reply from brett or anyone at deasoft
Posted by BurstNET_CSM, 04-08-2011, 02:04 PM
That is wholly inaccurate. We have no idea who you are. You could be the end user of our reseller, you may not be. There may be a reason for your server to be offline, there may not be. The thing is, YOU ARE NOT OUR CLIENT. You do not pay us any money, nor do we have any information about you in any of our records. We simply cannot just run off and give you a server simply because you asked for one or claimed one to be yours. As it is, when we were made aware of your situation, we went and contacted OUR CLIENT (your reseller) about the issue. We can't give you ANY INFORMATION about the server, or why it's not online. I can tell you we have no network issues or Hardware issues that would prevent you from being online. You have to work with your reseller, and we are actually in the process of trying to help with that. So please be careful about your statements. Especially when you have no idea what you're talking about.
Posted by BurstNET_CSM, 04-08-2011, 02:05 PM
Actually, now that our network issues are resolved, and we have ahad a few tickets this morning regarding this, I can tell you that you are 100% wrong on your reasons.
Posted by meowdogs, 04-08-2011, 02:15 PM
We can not get in contact with the reseller because the email is down cause the host is down no answer at the phone number. I dont want a server with you ever. I know what I am talking about that your no help to us (deasoft clients). All I want to know is if someone has actually talked to the deasoft and when this issue is going to be resolved or if i have to find another host and recreate the entire website. since its been over 36 hrs now and am lossing business. Bill Plus you do have an idea who I am since my data is located on a machine in your companys possesion You need to stop reading into posting and over reacting.
Posted by JSHosts, 04-08-2011, 02:33 PM
Although they do have the server in their datacentre, it doesn't mean they know who you are. Only Deasoft know who you are once you get in contact with them. It's a shame that they've been down for so long without any explanation, but it doesn't look like it's BurstNET's problem.
Posted by BurstNET_CSM, 04-08-2011, 02:37 PM
No. you CLAIM your data is located on a machine in our company's possession. Again, we don't know you, nor have we any idea of your relationship with our reseller. That said, when it was brought to our attention today that you claim to have a server with a reseller of ours and they are being non-responsive, we immediately have gone about contacting them. These are usually brought to my attention and i call them, but the time difference would have had me waking them in the middle of the night, so we have e-maield them and will try calling later. We will help you when we have gone through our steps for resolving issues like this via the reseller.
Posted by Asher S, 04-08-2011, 02:48 PM
A large part of our services with BurstNET were down yesterday along with lots of other people as well. It seemed only correct to point out that they are hosted with BurstNET and that *might* be causing downtime. There is no reason to be offended about this, I was only trying to help a fellow WHT'er who was probably going nuts wondering what happened to his hosting company. I would also like to point out that some of our services with BurstNET are still down as of a while back. Hopefully that will be sorted soon? Regards
Posted by meowdogs, 04-08-2011, 02:49 PM
If you sent email to a host thats not running then how are they supose to get it? Anyway I will not be using your service via any reseller or direct ever again. Have a great day
Posted by BurstNET_CSM, 04-08-2011, 02:50 PM
Then you most certainly do not know what you are talking about. Search WHT for jboost, or 2am network and see what kind of help we provided to these former reseller's customers. That's your decision, but you're making assumptions that are incorrect.
Posted by Asher S, 04-08-2011, 02:52 PM
There is nothing wrong with BurstNET services. They are a very good company and deliver on what they promise. They have a protocol to follow and you can't really blame them for that.
Posted by BurstNET_CSM, 04-08-2011, 02:53 PM
Do you REALLY think our only form of contact to a reseller is the same contact info they give you on their website? I'm not sure exactly how shallow you are, but if your ignorance is going to drive you away from us, all I can say is "be sure to wear your seat belt". We'll continue to help you and any other customer of Deasoft if the need arises, however, regardless of how poorly they make themselves look here.
Posted by BurstNET_CSM, 04-08-2011, 02:55 PM
No problems and i wasn't offended. I was just attempting to stop any speculation that daesoft's issues are arising from BurstNET. Please PM me any ticket number for anything of yours that is still down.
Posted by Asher S, 04-08-2011, 03:03 PM
Thanks, I have PM'ed you the ticket #.
Posted by meowdogs, 04-08-2011, 03:33 PM
A reply of Our network was functional as of xxx am ET and we have contacted deasoft and are awaiting a reply would have been a great answer. But instead you jumped to conclusions and read things into my post and others, Insulted me. I will not use your company for those reasons. Have a great day. Bill
Posted by BurstNET_CSM, 04-08-2011, 03:41 PM
Bill, You started this off saying that we were "useless". I defended us to your negative and inaccurate statement. You continue to be mad at us for something we have nothing to do with. You brought us into this. And with every post you make, I am once again forced to show you how you are incorrect. Tell me how I "read into" . I pointed you to two previous resellers whose end users were left high and dry, and how we helped them. We helped countless more. We were, are, and will continue to be the exact opposite of your statement. You are just too proud to admit you put your foot in your mouth, and that's fine. You can continue to do that. When and if the time comes that we have to help deasoft users, We'd still be willing to help you, even though we have not one iota of legal obligation to do so.
Posted by meowdogs, 04-08-2011, 03:48 PM
You defensive stance is the problem. There is no reason to insult customers direct or indirect (as being a client of one of your resellers). I am in the process of relocating my sites to different NOC. I said useless in the contents of this thread. Sorry that you misunderstood that. Have a great weekend. Bill
Posted by BurstNET_CSM, 04-08-2011, 03:51 PM
I wish you well with wherever you end up.
Posted by XhostingGuy, 04-08-2011, 03:54 PM
Looks like Deason is aware of situation and willingly ignoring things... no fault of Burst at technical ends. Otherwise no professional host will let his years old customer this way.
Posted by M Bacon, 04-08-2011, 05:18 PM
I am pretty sure Burst knows the meaning of "useless". It's an insult as well. Believe it or not. So, watch what you say.
Posted by deasoft_customer, 04-08-2011, 06:07 PM
BurstNET_CSM, arguing on a forum does not make you look very professional. Double posting, as you have above, does not make you look very professional. Thank you for attempting to contact Brett, please let us know if he responds. The fact you have contacted Brett confirms us that you do, in fact, host ns2.hostdnsserver.com and ns3.hostdnsserver.com, and the majority of our sites. [JSH]John said: "Although they do have the server in their datacentre, it doesn't mean they know who you are. " No-one claimed that they did know who we were. You misread the post. meowdogs said: "busrt.net is useless for help" BurstNET_CSM said: "The thing is, YOU ARE NOT OUR CLIENT. You do not pay us any money, nor do we have any information about you in any of our records." This confirms that BurstNET_CSM is of no use for help to people who are not direct clients. Offering your services in other areas does not help us get our *.hostdnsserver.com sites back online. BurstNET_CSM said: "No. you CLAIM your data is located on a machine in our company's possession." This response is very unprofessional. Do you, or do you not, host Deasoft's servers? (particularly ns2.hostdnsserver.com and ns3.hostdnsserver.com) BurstNET_CSM said: "No problems and i wasn't offended." Then why are you behaving so unprofessionally? BurstNET_CSM said: "I defended us to your negative and inaccurate statement." No-one attacked you. BurstNET_CSM said: "You continue to be mad at us" No-one was mad at you, until your unprofessional reply to meowdogs. BurstNET_CSM said: "And with every post you make, I am once again forced to show you how you are incorrect." No-one is forcing you to do anything. You chose to argue on the internet with someone who you imagined was attacking you. BurstNET_CSM said: "I was just attempting to stop any speculation that daesoft's issues are arising from BurstNET." Mispelling the name of your client makes you look very unprofessional. BurstNET_CSM said: "We simply cannot just run off and give you a server simply because you asked for one or claimed one to be yours." No-one asked for a server. We asked for any information on the status of deasoft servers. Hyperbole and strawman arguments do not make you look very professional. BurstNET_CSM said: "You are just too proud to admit you put your foot in your mouth, and that's fine." Take a good long look at yourself. You misunderstood the context of the original statement, and are too unprofessional to admit it. BurstNET_CSM said: "We have no idea who you are. You could be the end user of our reseller, you may not be." We are customers of Deasoft. We are interested in the status of the Deasoft servers which you host, particularly ns2.hostdnsserver.com and ns3.hostdnsserver.com If you cannot, or will not, give us information about these servers, then STFU and GTFO, because you are of no use to us. No-one asked you to post in this thread. As you yourself have said, we are not your clients, there is no reason for you to say anything to us. If you feel the need to respond again, please at least attempt some semblance of professionalism.
Posted by meowdogs, 04-08-2011, 07:45 PM
Thank you for your post. Bill
Posted by Postbox, 04-08-2011, 07:50 PM
There's a response on Deasoft's forum that they're looking into this. http://forum.deasoft.com/showthread.php?t=821&page=2 Just an observation: A minority of folks in this thread might want to start acting their age and not their shoe size. They obviously have no idea of the contractual relationship and privacy agreement that exists between a provider and their resellers, and to what (limited) extent the provider can discuss issues that revolve entirely around that reseller and not the provider. EDIT: In my above comment, replace the word "reseller" with "customer". I believe Deasoft simply rent servers from BurstNET and then provision their own plans etc. BurstNET would have no idea who Deasoft provide those plans to, nor are they obligated in any way to help customers of their customer, other than in an act of good will. Last edited by Postbox; 04-08-2011 at 08:03 PM.
Posted by M Bacon, 04-08-2011, 08:33 PM
I do not think saying the word "useless" is very professional either. Bust doesn't have to help you or anybody in this thread. Brett is not even responding to any replies on this thread but saying the word "useless" is an understatement since he is "actually" going the extra mile to help you in a bad situation. So, calling Burst "useless" or anybody is not going to make anybody willing to help you. Burst could of not responded in this situation. You are human and so am I. Is the best thing to do is be "useless" in the situation since you like to whine and complain? I guess so. Last edited by M Bacon; 04-08-2011 at 08:41 PM.
Posted by meowdogs, 04-09-2011, 01:21 AM
Like i said earlier all that burstnet should have said was we have resolved the network issues and have contacted deasoft and waiting for their reply. Anyway the issue is still not resolved and There was a posting on the deasoft forum about 5 hrs ago saying that it should be fixed within the hr then another saying waiting for bust.net... so it looks like the lastest the problem is with burst.net. Hopefully there will be a explaintion soon newest post from deasoft AUS is 15 hrs ahead of us. #22 Today, 04:20 PM admin Administrator Join Date: Nov 2007 Posts: 949 -------------------------------------------------------------------------------- I honestly don't know as we are waiting on burst.net to respond to our many and numerous requests. What I can tell you is all services are restored, we are just not getting any communication from burst.net tech staff at the present time. Its been 3 hours since they last communicated to us or responded to our requests for support. We have submitted multiple support requests and phone calls. Very frustrating....we will keep persisting until we get them to do what they are meant to do. Last edited by meowdogs; 04-09-2011 at 01:27 AM.
Posted by XhostingGuy, 04-09-2011, 01:25 AM
Just updated by brett: I honestly don't know as we are waiting on burst.net to respond to our many and numerous requests. What I can tell you is all services are restored, we are just not getting any communication from burst.net tech staff at the present time. Its been 3 hours since they last communicated to us or responded to our requests for support. We have submitted multiple support requests and phone calls. Very frustrating....we will keep persisting until we get them to do what they are meant to do.
Posted by BurstNET_CSM, 04-09-2011, 01:41 AM
I've given Brett 5 minutes to explain the full story or I will. I've had his customers and now himself making this sound like it's a BurstNET issue, when it hasn't been from the start. so. I'll post here and in Brett's own thread in 4 minutes.
Posted by deasoft_customer, 04-09-2011, 01:46 AM
Get your hand off it BurstNET_CSM, no-one thinks you are the cause of the problem. Stop acting like a whining child. BurstNET is the professional company providing the service. We are the people who are being effected by server downtime, we are not professionals and are not required to act professional. Exactly. As I said, no-one asked BurstNET to help. BurstNET_CSM is of no use to the people in this thread, regarding the deasoft downtime. BurstNET_CSM said so themself, as I previously quoted. You are absolutely right. BurstNET_CSM should not have responded in this thread, BurstNET_CSM's whining and complaining was completely unnecessary and does not help anyone. Brett was asleep. Brett is now awake and has been waiting for the past several hours for BurstNET to reply.
Posted by BurstNET_CSM, 04-09-2011, 01:52 AM
And that is where you are wrong the first time. We have several tickets in our system and a phone call into our customer service department from deasoft customers. Again, not true. Your reseller disappeared. We're used to this happening and have helped MANY end users int he past. We just must follow a procedure and this is where end users of deasoft got upset. Calling us "useless" in a thread when none of this is our fault tends to make me grumpy. Nice one. Take useless and use it again? You're about to learn the truth since I guess Brett went to sleep again.
Posted by meowdogs, 04-09-2011, 02:03 AM
Originally Posted by deasoft_customer Brett was asleep. Brett is now awake and waiting for BurstNET to reply. Where's that useless guy when we actually need him? *The last sentence was not part of the reply post even though it shows as a quote in the busrtnet reply. * now burstnets reply: Nice one. Take useless and use it again? You're about to learn the truth since I guess Brett went to sleep again I belive that brett has been waiting for burstnet for over 3 hrs I have no reason not too
Posted by deasoft_customer, 04-09-2011, 02:04 AM
(It originally was part of the post. I edited my post afterward, I would edit that line back into the post now, but I can no longer edit that post.) Nice one replying to my latest post, but not my earlier one. I say again: Arguing on a forum does not make you look very professional. I will take this as an admission of guilt. You are a professional web hosting company, and presumably an adult. Try to act like it and be a little more professional than "grumpy". As I said before, no-one was upset with you, until your unprofessional "grumpy" reply to meowdogs. As I said previously, no-one asked you to help in this thread. Did you read my previous response at all? You are of no use to us getting our *.hostdnsserver.com sites online. I'm sure you would be really helpful in selling us a new service, but this is not what we want from you, therefore you are of no use to us. Grow up and stop trying to twist our words. Thanks, it was said specifically to invoke a reaction in you, to test if you would continue to act unprofessionally. Grow up and stop being a drama queen.
Posted by JLHC, 04-09-2011, 02:04 AM
I saw that reply with my own eyes. He must have edited the post to protect himself.
Posted by BurstNET_CSM, 04-09-2011, 02:11 AM
Please see this post for the truth. The fight was brought to WHT by Brett and you. Don't expect me to sheepishly fiddle around with "the customer is always right". http://www.webhostingtalk.com/showpo...8&postcount=12 Brett created the mess. You came here and made it seem like we were doing nothing to help (Which wasn't true, we have procedures to follow). Brett is making sound like since he finally tried to contact Burstnet customer service at 11:30PM on a Friday night (When Customer service is in from 8a-5p), that we're the reason for the downtime. So, it's in Brett's hands now.
Posted by deasoft_customer, 04-09-2011, 02:13 AM
Get your hand off it. I made several modifications to my post within minutes of posting it. If I could edit it back into the post, I would, but I cannot. BurstNET_CSM said: "The thing is, YOU ARE NOT OUR CLIENT. You do not pay us any money, nor do we have any information about you in any of our records." Therefore, Burstnet is useless to us in this thread in getting our *.hostdnsserver.com hosted sites online. No-one bought a fight here. Who? Hey, you are the one who refused to call him because you were afraid to wake him up. What are you doing on the forum at 1:15am on a friday night, if your customer service is closed?
Posted by JLHC, 04-09-2011, 02:15 AM
It's a public forum.
Posted by deasoft_customer, 04-09-2011, 02:23 AM
I don't understand. How is the fact it is a public forum related to you being a ? Last edited by Orien; 04-09-2011 at 02:34 AM.
Posted by BurstNET_CSM, 04-09-2011, 02:26 AM
I'm here because I'm the Customer sevice manager and am on call 24/7/365, and because Brett lied and told our techs there was an outage (not a suspension due to non-payment), and they called me.
Posted by meowdogs, 04-09-2011, 02:52 AM
Why didn't Brett call when the servers were 1st turned off? One of the reasons i chose deasoft was that he had been in busness for yrs Why is Bust.Net customer service 8-5 ET M-F time when they have worldwide clients? Global companies need 24/7 support. I will be lookig for a new hosting company that is in a 24/7 total support NOC.
Posted by deasoft_customer, 04-09-2011, 02:58 AM
Sorry, I don't consider words which are not bleeped on television as being offensive. It won't happen again. Agreed. This is why deasoft offers 24/7 emergency SMS support. (Unfortunately, that support is provided by the offline servers...) https://support.deasoft.com/ ( https://deasoft.com/about.php is where it says it is a 24/7 rapid response service.) BurstNET_CSM said earlier: "the time difference would have had me waking them in the middle of the night" The correct thing to do would have been to call. If Brett didn't want to be woken in the middle of the night, then his phone would be off the hook or turned off. Last edited by deasoft_customer; 04-09-2011 at 03:06 AM.
Posted by BurstNET_CSM, 04-09-2011, 03:00 AM
We have 24/7 tech support. Hardly any companies (And i would dare say NO budget hosting company), has sales and customer service 24/7. Techs have no access to the billing software, however, which is why there are managers on call 24/7/365 for problems like this.
Posted by BurstNET_CSM, 04-09-2011, 03:22 AM
Good luck finding that with a budget service provider. Look. I started today at 8AM. It's presently 3:18AM and I haven't slept yet. It's why there are managers available 24/7/365 even for the departments that are not open 24/7/365
Posted by Ariolander, 04-09-2011, 03:28 AM
Anyways service has now been restored. As for Deason he is a great guy that went out of the way to help me even in what was (for him) odd hours. He runs what is essentially a 1-man company and this is the first major downtime (aside from scheduled maintance/server upgrades) I remember in 2 years time. I like Deasoft precicely because the 1:1 nature he has with his customers and the fact he didn't mind being woken up in the middle of the night by me. That being said looking @ the support forums there seems to be a lot of finger pointing between Deasoft & BurstNET. He insists he was sending his own tickets and making his own frantic phone calls but wasn't getting any response. I have never dealt with BurstNET so I can't comment on their customer service but after being with Brett for +2 years I am willing to give him the benefit of the doubt and take his word on it that he did everything possible to restore service.
Posted by BurstNET_CSM, 04-09-2011, 03:34 AM
Ariolander: He didn't pay his bill for 7 days. He then tried to contact customer service at 11:30PM. He already fully apologized in the other WHT thread about this Perhaps you were not aware of that thread, cos the dust JUST started to settle and now you're kicking it back up. I'm going to go with unintentionally.
Posted by deasoft_customer, 04-09-2011, 03:37 AM
Ariolander is not kicking up dust. Ariolander is not attacking you. Stop turning everything into an argument, BurstNET_CSM. I don't understand why you are continuing to talk trash, BurstNET_CSM Instead of arguing, as you have done constantly, Brett admitted fault and apologised and the matter was closed. Why don't you learn from his example and try to act a little more professional? (Additionally, you said the same information twice in a double post. Double posting is very unprofessional.)
Posted by BurstNET_CSM, 04-09-2011, 03:48 AM
Ariolander just pointed out that Brett's support site is still pointing blame to BurstNET, and he is choosing to believe Brett. I just wanted to make sure he knew Brett admitted this was all his fault (And I hope Brett's forums follow suit). I said that i beleive he did nto know about brett's taking responsibility, and that he unintentionally started kicking up dust with a "who's wright, who's wrong". I'm going to make something perfectly clear right now with you, however, deasoft_customer. Brett was >< that close to having his entire account shut down due to what happened here today. If you decide to keep down the path you're going right now, since you obviously work for him (or have a close relationship with him) for having a key piece of information only someone who works for Brett would know, you will be the reason we end our services with him, which we are very well within our rights to do. Brett made this mess. Not us. You and Brett and meowdogs came here and tried to drag BurstNET's name through the mud. I am finished tolerating that with you. Good Day Sir.
Posted by deasoft_customer, 04-09-2011, 04:03 AM
I'm sorry that you have poor comprehension skills. I should not have to explain this to you. On his forum, Brett said he was sending his own tickets and making his own frantic phone calls but wasn't getting any response. You said yourself that Brett contacted the wrong department, and that is why he couldn't get a response: "you came on here and started complaining when you couldn't get someone in a closed department at 11;30PM." It is 100% true that Brett tried to contact you and could not get a response - the reason why he couldn't get a response was because he contacted the wrong department. But it does not make that statement any less true. He WAS waiting. Ariolander did NOT say that he was choosing to believe you were lying. Ariolander said he believed that Brett did everything possible to restore service. Apart from the fact that he did not pay his bill due to personal issues, TODAY, Brett DID do everything possible to restore service. He didn't do it perfectly, and contacted the wrong department by mistake, but by all accounts, he still TRIED to do everything possible. Nothing in Ariolander's post says that anything was in any way BurstNET's fault. That is irrelevant to this conversation and is between you and him. What "path"? ?? Umm, no. I do not work for him, and have never spoken to him in person. I have only ever contacted him through the support system on the deasoft website. What are you talking about? The fact that he was sleeping? He lives in Australia, that is public information. And you yourself said that you did not want to call him because it was the middle of the night. Stop being childish. How many times do I have to say this: No-one is attacking you No-one tried to drag your name through the mud. Why do you keep imagining that people are out to get to you? If you have delusions of persecution, perhaps you should see a shrink, but please stop making wild accusations and act your age.
Posted by anon-e-mouse, 04-09-2011, 04:16 AM
Good to hear. Any further problems can be directed to deasoft forum where Brett appears to be active and rightly so too.

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