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My Experience (So Far) With ShellCentral.net
| Posted by AMD72, 08-06-2006, 03:57 PM |
| Hi everyone, I haven't been around in a while. But I have an experience I feel compelled to share.
I signed up for a reseller account with shellcentral.net last month. They had an ad posted here, someone else said they had a really good experience with them, I recognized the name as a company that has been around a while, so I decided to sign up. Haven't used it very much, as I've been busy, but wanted it set up so that when I am, it's there and ready to go.
Last week I purchased a new domain name, and created an account for it my whm. After a few days, when the nameservers resolved, instead of getting a directory page, I get a "problem loading page" error. I'm sure you know the one - it says:
# Check the address for typing errors such as
ww.example.com instead of
www.example.com
# If you are unable to load any pages, check your computer's network
connection.
# If your computer or network is protected by a firewall or proxy, make sure
that Firefox is permitted to access the Web.
I checked on the registrar end to be sure the nameservers were the same as the nameservers for the domains in the account that do work. They are. At this point, as a SERVER error, I'm thinking it's on the SERVER end. I'm not a techie, but not a newbie either.
I open a trouble ticket in their system. I tell them "domain A" is my main domain, and I have a new domain, "domain B " that, after the nameservers resolving, doesn't seem to work. A check with my registrar shows "domain B" has the same nameservers set as "domain A" so I'm thinking the problem is on that end. I put it on "normal" priority and wait for a little over 48 hours. No response. The ticket just sits there, open. So last night I open a new ticket with the same topic, only letting them know that I'm wondering if a company that doesn't respond for over 48 hours really wants my business - should I look elsewhere for hosting"
I turn on my computer today and find - surprise! - this one got an answer. The guy tells me "domain A" works just fine. And closes the ticket. Um, yeah. I know "domain A" works fine, it's "domain B" that isn't working.
Over 48 hours with no response. A second ticket opened and the guy who answers the question can't even read and comprehend the question to give a proper answer. So I go to their online chat. Oh goodie, the same guy who is answering the trouble tickets is on online chat!
I tell him who I am and that I reopened my trouble ticket because he misundertsood my question. I then proceed to tell him the question again, and he says he'll look into it. I tell him how frustrated the situation has made me, and wait for some sort of reply to that. Something as simple as "I'm sorry." I wait and wait, and wait some more, but he's done talking.
About 10 minutes later (as I am writing this post) I get a reply from my reopened ticket. He says he recreated the account in my whm and got the same problem. So he has contacted the datacenter for help.
Hopefully I will hear back from him soon and we will have a happy ending. So far I'm not that impressed with their service or staff, so we'll just wait and see if they can redeem themselves. I can understand if the problem isn actually above them and it takes a bit of time to fix. I'm just having a hard time overcoming the 48 hours with no reply, and second ticket that had to nearly threaten losing my business, followed by a reply that showed the person who read the question couldn't (or didn't take the time) to understand what it was I was saying.
|
| Posted by AMD72, 08-06-2006, 04:33 PM |
| So I have a really stupid question. And if I'm the idiot, someone please tell me.
The guy at shellcentral.net just said the problem is with my nameservers and I need to contact the provider for my nameservers. My nameservers are ns3.shellcentral.net and ns4.shellcentral.net.
Doesn't that make shellcentral.net my nameserver provider? What am I missing here? How is this not a problem on their end??
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| Posted by CyberHostPro, 08-06-2006, 04:45 PM |
| http://www.dnsstuff.com/tools/whois....ellcentral.net
whoever you got the domain from, create the name servers there!
|
| Posted by AMD72, 08-06-2006, 05:13 PM |
| Thank you for the reply.
I registered the domain at namecheap. I'm using ns3.shellcentral.net and ns4.shellcentral.net (as instructed in my signup email from ShellCentral) as my nameservers. (I created the nameservers over a week ago when the domain was registered.) I have another domain with the same setup (regged at namecheap, using those nameservers, and hosting properly at shellcentral) and it works properly. A whois lookup shows the nameservers as ns3.shellcentral.net and ns4.shellcentral.net, just like with the working domain.
Can anyone explain to me how this is namecheap's problem and not shellcentral's? Because obviously I'm missing something, and I don't want to lash out at shellcentral if the problem isn't really on their end. I just don't see, at this point, how it isn't. And I've asked them to explain it, and they just close the ticket without replying. Which makes me lean (again) toward the idea that it is on their side.
Help??
|
| Posted by AMD72, 08-06-2006, 09:47 PM |
| Update: ShellCentral.net has admitted the error was on their end, and has fixed it. Everything is working fine. To top things off, they have also credited me with one month of free service for the trouble.
|
| Posted by liquid, 08-07-2006, 01:52 AM |
| glad to hear everything turned out ok for you
|
| Posted by Shaw Networks, 08-07-2006, 03:26 AM |
| What turned out to be the issue in the end?
|
| Posted by AMD72, 08-07-2006, 01:43 PM |
| This is what I got from ShellCentral:
"Ok.. I appologize about the error. I looked into it some more. It was an error on our server. About the long response time we had an error with the ticket system which was fixed. I never recieved your first ticket until today."
|
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