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Hostnine H9 many times get out of control
| Posted by masterhosting, 08-06-2010, 10:56 AM |
| We will not rate h9 or hostnine.com worst but they are not best as well. Despite several years of hosting with them ,they must have a special respect to prolonged client but they have not.
our websites do not open many times in a week with their domain names, this problem had been mentioned by us to h9 for about more than year.
We raised the tickets month after month even several times back to back, but they continously were not serious. In a way we needed to check it with our Internet Provider and different internet providers. When every thing was fine from our side. We raised the issue again and again that our Websites are not opening with domain names but IP's are working.
Now tired of their replies, that every thing was ok. We deleted our White Nameservers last week to one website. And it worked for us and confirmed that Hostnine was not finding error. So we raised a detailed ticket that the hostnine nameservers assigned to that website was opening but other websites with white ones pointing to H9 ip's were several times down for hours ;approx daily. They reported well as follows : {The cpu load on node55 is currently higher than average. I am working on that now, allow about 10-15 minutes for server to return to normal.
The DNS zone for x*********** was missing the required A records for private name servers to work correctly. I've added the A records and synced with our name servers, allow about four hours for the changes to start taking effect.
Regards,
Jeff S.
Technical Support Analyst
HostNine LLC }
Above conversation meant they were not serious about the issue for more than year and we and our clients had to go through very tough downtime with hostnine's negligence.
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Another issue, some time response of H9 is so slow and response is irrelevant , like we opened a ticket on 25 Jul 2010 to provide password of windows account and on 4th Aug 2010 they replied with :
"To verify you are the account holder, please provide us with your primary domain name, as well as one of the following:
- If your payment method is via credit card, please provide the last 4 digits of your credit card on file with us.
- If your payment method is via PayPal, please provide the PayPal Transaction ID from your most recent invoice payment."
Despite opening ticket by CP and about the account which is in also listed in our cp ,still they want to buy time with above reply. Isn't it ?
Note: We need relevant and true information , any one having any genuine experience with H9. Kindly no rivals of H9 must reply to post as we still have expectation with H9 but seems they lack either Human resources or technical experiences. Our post is not to defame or underestimate H9's status and capabilities.
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| Posted by PremiumHost, 08-06-2010, 10:12 PM |
| Uhm more than a week for a reply. It could be just a one time incident when the ticket was missed.
Hostnine is lucky to have a patient customer like you.
I would reply to existing ticket or open a new ticket or contact live chat to check status if i don't receive reply after 24 hours.
Regarding your note, you'll have to wait some time for reply from H9 customers. You should post your question in H9 forum instead.
Last edited by PremiumHost; 08-06-2010 at 10:16 PM.
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| Posted by Ben_G, 08-07-2010, 08:52 AM |
| I can assure you we take our customers requests and issues extremely serious. Jeff pointed out in your ticket that there were no A records in your DNS zone for your private name servers and we resolved it for you immediately upon discovery.
node55 has been having load issues and is in the process of being migrated to a new server in the UK with 16 cpu threads, 12gb of ram, and 4x1TB RAID 10 disks. I sincerely apologize for any issues you've had with node55 and will certainly credit your account appropriately.
As for the site not being available multiple times a week that does not make sense to me as this is the first I've ever heard of that on any server in our network. If you're having isolated issues like that with node55 and it was brought to our attention we would have migrated you to a new server in the UK too see if that would resolve the intermittent connection issues.
As for the delays with Windows I apologize about that but as stated in the email sent out 2 months ago we are no longer offering Windows service. We've found that Windows is too hard to maintain and requires way too much time. Not to mention we've constantly seen issues with the windows control panel and services. We do our best to have Windows tickets answered as quickly as possible but our Windows support is outsourced and it simply cannot compare to our in house linux support team.
Please email me directly at managers@hostnine.com and we'll get your issues and concerns taken care of immediately. The first thing I'll be doing is migrating your account to a new server in the UK which won't take long at all. No DNS changes are required on your end due to the use of our DNS cluster.
Once the migration is completed I'll extend a credit to your account for the inconvenience caused by our Windows support and node55 issues.
Believe me, customer service is a top priory at HostNine. If you're unhappy, I'm unhappy. I'll do whatever it takes to rectify the situation and make sure it never happens again.
Looking forward to hearing from you as soon as possible. Please quote this WHT Thread title in your email to managers@hostnine.com just so we can get started immediately (knowing the situation without having to track it down, etc).
Thank you
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| Posted by masterhosting, 08-07-2010, 09:11 AM |
| Out of main context
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| Posted by Ben_G, 08-07-2010, 09:15 AM |
| I was able to find your recent ticket about the private name servers. It seems you created them and changed all of your domains without consulting us and you did not create A records for ns1/ns2. As soon as you put the ticket in at Posted on: 04 Aug 2010 07:23 AM Jeff replied at Posted on: 04 Aug 2010 07:31 AM which is just 8 minutes later and fixed your DNS issue.
As for the node55 issues, I have replied to your ticket LCZ-197559 and moved it to the managers department.
Thank you
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| Posted by TheChemist, 08-07-2010, 07:56 PM |
| I think it's great that HostNine and the Op are communicating, finally! It's great to see a host communicating with customers especially management speaking to a client via a public forum!
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| Posted by Eleven2 Hosting, 08-09-2010, 09:38 AM |
| Ben is a great guy and takes things very seriously at H9.
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| Posted by masterhosting, 08-11-2010, 02:05 PM |
| This is high drama , there pending issues of our whmcs license which they have expired and yet we did not got any reply
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| Posted by Ben_G, 08-11-2010, 02:22 PM |
| Unfortunately billing issues can take 24 hours to reply as they are not 24x7 like sales and support.
I have resolved the issue by reissuing your WHMCS license as stated in the ticket.
If you ever notice a delay or have an emergency please email managers@hostnine.com right away and someone will assist you immediately.
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| Posted by masterhosting, 08-11-2010, 02:24 PM |
| By the way this is not a BILLING ISSUE and thanks for ticket response
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| Posted by Ben_G, 08-11-2010, 02:26 PM |
| The ticket was in the billing department due to a whmcs license being suspended as stated in your ticket.
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| Posted by masterhosting, 08-11-2010, 02:29 PM |
| Note: We have no intention as being professionals to dilute status of H9 , this is only for H9 and For those who can give better opnions honestly.
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