Server down anyone else with the same problem?

[allmylove]

send em an email but i haven't heard anything. does anyone else have this problem right now? or should i call?

[manlung]

Yesterday I lost part of my site, and my forum does not work.........

[MrSpock29]

My site went down the other day, and it is down again.
Over 3 and half hours, 20 emails, and NOT ONE RESPONSE!
They promise 24/7 phone support, yet when I call today, it says due to high call volume, they are unable to take the call. They promise 24/7 tech support, via email, yet they respond to nothing.

I am extremely disappointed with HostRocket. This is not a rare occurrence, I have had so many outages in the last 3 months, I can't keep count.

[Landy]

My hosting seems OK and I can get to my web site, but my email hasn't worked for several hours.

[MrSpock29]

This is unreal. 4 and a half hours, and my customer info page says everything is fine. What that means is, they aren't even servicing their contract.
What also means is, they are guilty of breach of contract.
Nice thing about America is, there are plenty of others who want, and actually support their business. We are looking as we speak.

Good luck to everyone else here who is also a victim of horrible service and support, I know you are many.

[MrSpock29]

This is unreal. 4 and a half hours, and my customer info page says everything is fine. What that means is, they aren't even servicing their contract.
What also means is, they are guilty of breach of contract.
Nice thing about America is, there are plenty of others who want, and actually support their business. We are looking as we speak.

Good luck to everyone else here who is also a victim of horrible service and support, I know you are many.

It is now 7 hours, and I think it is fairly obvious that there is no support or staffing today. I think that someone (admin or staff) should have the guts to come in here, and explain to me what 24/7 support and service means to them. Apparently, we have different ideas. I just hope that they can do what they need to do when I pull my site from here, and don't give me problems. I expect they will. And I will be watching.

[avpman]

This is unreal. 4 and a half hours, and my customer info page says everything is fine. What that means is, they aren't even servicing their contract.
What also means is, they are guilty of breach of contract.
Nice thing about America is, there are plenty of others who want, and actually support their business. We are looking as we speak.

Good luck to everyone else here who is also a victim of horrible service and support, I know you are many.

My sites are down as well. No response to web tickets or phone calls. This sucks. Even if no one is there, don't they have *some* form of remote monitoring?? I suspect they have allocated all their phone techs to ViaTalk. I even tried calling the ViaTalk tech support number - "you are number 65 in line"! I got the cell phone number off the HR Main page for the person in charge of media relations: Thomas Nardacci, Principal, (518) 459-2284 Conveniently, he's not answering his phone either.

[rdsteed]

My site was down for about 12 hours, but it came back up. I had sent in a trouble ticket, and the site was up about an hour later. However, my trouble ticket is still "open" and there has been no reply. I don't know if the fix was in response to me or someone else.

Dennis

[rdsteed]

Just got a ticket reply from Brian Heinmiller announcing the fix.

Dennis

[MrSpock29]

Yes, only 8 hours too. I ate twice during that time frame.

[rdsteed]

Summary of my experience with my site being down:

Trouble ticket submitted (medium priority): 13:05:05 EST
Host93 restarted: 13:43
Trouble ticket answered: 14:25:30
I acknowledged answer: 14:28:56
Response to my acknowledement: 14:29:48

All in all a pretty good response to my trouble ticket.

Dennis

[MrSpock29]

Summary of my experience with my site being down:

Trouble ticket submitted (medium priority): 13:05:05 EST
Host93 restarted: 13:43
Trouble ticket answered: 14:25:30
I acknowledged answer: 14:28:56
Response to my acknowledement: 14:29:48

All in all a pretty good response to my trouble ticket.

Dennis

Do you know if your site was down before that?

Mine went down before 8 AM, and they didn't respond to me until about that time. Just so you know, anyone on server 97 was down for a MINIMUM of 8 hours.

[MrSpock29]

I was just told the site was out longer than I thought. A customer told me it went down late last night.

I would caution all who are satisfied with the response they think they got, that it wasn't really that good. Like myself, we just didn't know how long our site was down.

[rdsteed]

I was just told the site was out longer than I thought. A customer told me it went down late last night.

I would caution all who are satisfied with the response they think they got, that it wasn't really that good. Like myself, we just didn't know how long our site was down.

I received an email from my internetseer monitoring service at 2:16 AM EDT that my site was down.

I didn't send in a trouble ticket until 1:05 PM.

All in all, my site was down over 12 hours (not good), but my site was back up less than an hour after I sent the medium priority trouble ticket (good).

One aspect of my down site was that host93 was not actually off line. Some services were running. I was able to log into a command line prompt with SSH (port 22). However, the Apache web server was not running, so all web sites (port 80) were down. It would be nice if Hostrocket could be more proactive about monitoring the response to http requests on port 80 of each server, and repair or restart servers that aren't responding.

Dennis

[MrSpock29]

I received an email from my internetseer monitoring service at 2:16 AM EDT that my site was down.

I didn't send in a trouble ticket until 1:05 PM.

All in all, my site was down over 12 hours (not good), but my site was back up less than an hour after I sent the medium priority trouble ticket (good).

One aspect of my down site was that host93 was not actually off line. Some services were running. I was able to log into a command line prompt with SSH (port 22). However, the Apache web server was not running, so all web sites (port 80) were down. It would be nice if Hostrocket could be more proactive about monitoring the response to http requests on port 80 of each server, and repair or restart servers that aren't responding.

Dennis
Right,

but my point was that they weren't necessarily responding to your ticket, but the tickets of all those on the same server that had been sending them in for hours. And boy, did I send in some tickets.
If I found it and it was fixed soon after, I'd have a much better taste in my mouth, but the reality is, that this problem persisted for a long time without any action.
I tried non-stop from 8 AM on this.

Unfortunately, nothing on my site worked. And it cost us today.

I understand things do happen, but they are the ones who promised 24/7 phone support, yet don't answer phones because they say they are too busy, and they also promise 24/7 web support, but I didn't get a response to that for 7 hours-which is around the time you got a response. Difference is, I had been trying all that time prior.

Plus, the 99.95% reliability has not anywhere close for me either.

All in all, what they have promised us has not been delivered. Sorry to sound bitter, but we held up our end of the bargain by paying, we expect the same in return.

BTW, thanks for the time on that, I had estimated a little later, based on the last activity (giving some leeway) but your time sounds right.

[ScottAllyn]

'Frustrating, to say the least! After discovering that my site had been hacked this morning, I submitted a couple of tickets via the main hostrocket site (I was at work and didn't have my login info to get into my control panel) - that was around 9:30am. Calls to HR support, as you guys have already discovered, result in a message about unusually high call volume followed by a disconnect.

By noon, the cheesy page put up by the "hacker" was still on my site and there were no responses to the tickets, so I came home and submitted a priority ticket via the control panel and sftp'd to my site to check out the damage (a few new index files compliments of the "hacker" and a whole bunch of files were deleted - not sure if he got into the databases). The priority 30-minute-guaranteed-response ticket was submitted some time around 12:45pm.

Two hours later, at 2:45pm, I received a response from Brian asking for some account verification information. After that... nothing until 6:00pm when I was informed that the ticket had been escalated and forwarded to the "level 2 system administrators". Since then, there's been no more correspondence and I'm still dead in the water.

I've had nothing but good experiences with HostRocket since getting my first account in 2001 and I've recommended them to a lot of people, including the company I work for, who have also had good experiences. I know this lack of support isn't typical and that HR is struggling with the issues brought on by the ViaTalk "thing". But still... How a company deals with situations like this is a big part of what defines that company, IMO. Right now, HR doesn't not appear to be dealing well at all. :(

[allmylove]

my site has been on and off for a few days
glad to know i'm not alone

[MrSpock29]

My site is down yet again.

This is completely unacceptable, and in my eyes, bait and switch tactics.
99.95% up time is a joke. They tell me the problem is resolved, they suspended the account causing this, and it happens 18 hours later.
Phone support?
Only when they want to apparently, as weekends don't count.
email support?
Nice response time of NINE HOURS!

This isn't the bill of goods we were sold when we signed up with them.

Yeah, I am very upset.
But, I will be leaving HR as soon as is feasible.

Maybe if enough leave, they'll get the hint.

[MrSpock29]

Down again.

I was told it was all resolved, and should work better than ever.

[allmylove]

yikes, i hope they get it all sorted out. things have been alright on this end for a few days... but i don't wanna jinx myself

[MrSpock29]

Down again.

I was told it was all resolved, and should work better than ever.

LOL, better than ever eh?

How about "better than NEVER"!!!!!!!


200 sites on one server will burn you everytime. But, shhh........they don't know that. They added 20 sites since the last string of outages.

I guess they figured putting more on there would help lol

On to a better solution......

Good luck all.

[MrSpock29]

I was REALLY hoping it would work for a couple of days so we can leave, but it is down again this morning. I'm no "Rocket" scientist, but this server had problems with 120 domains on it. There are almost 200 now, I don't see how adding 80 could be seen as helpful.

I just hope we can get this transfer done before it goes down again. Considering it goes down on average, every 6 hours, I don't think I can.

[SirAngry]

This is a sick joke. How many hours is it now?

I actually emailed the CEO of this 'hosting' company following the last fiasco: not even the courtesy of a response.

This looks rather like they have lost interest in hosting. It seems to be just a backburner that earns spare cash. Their total lack of support last time certainly suggests this. It was unbelievable.

And now: they continue to throw more accounts on to the same server and BANG. We are down again.

We actually use dozens of hosts for different things: HostRocket currently sit proudly in last place for quality.

Wonder when they will actually get our sites back online this time...

[kieranmullen]

I will host anyones website(s) for no cost during a transition or outage.

Maybe you will stay with me instead of moving, maybe not, but I would like to help any way I can. I am using cpanel and centos on a 64 bit platform.

Thank you

KieranMullen

[cnymike]

I am going to move all my sites away from HostRocket beginning today. I've had three sites on HR hacked, the most recent was yesterday 8/28/07. My index.php page was modified and two hyperlinks were placed on it, one of them was for a russian mp3 site http://mp3adrenalin.com/ and the other was a link to a search page http://artists-zone.com/

HR has not responded to my urgent ticket yet and it's been 3 hours.

I've been using pair.com for my other sites and have never had any of the issues I've had with HR particularly getting HACKED.

I'll also mention that pop3 was down for at least 5 hours this morning and who knows how much longer than that since I only began checking email when I arrived at work.

HR security and support is inexcusable. And I HATE the flash interface in admin with its constant beeping and bleeping and sci-fi bullsh** sounds. this isn't Star Trek, it's a work environment.

You cannot use HR reliably and you certainly can't place clients on it and expect to have any sense of security or comfort. I'ts like a 24/7 vigil to make sure HR hasn't been hacked.... again.

[dc35]

my site has been down for over 18 hours! no news from these guys! the phone support is no support and has no answers at all for me. i'm a dedicated server user and also have 2 shared accounts with them and i'm thinking about packing my bags and going else where. this is outrageous.

[cnymike]

I just discovered that another site, another client of mine, on the same server I was on was also hacked.

Still no response from HR and the lame tech guy I spoke with, level 1, said there was no way for him to bump me to a level 2 support person.

That's the last straw for me. this company is clueless about server security and their responsiveness is not worh anything.

You know, you get what you pay for :-(

[m3o]

my sql database (and so, my site) has been offline for the last 2 days. Still waiting for a proper update on when this will be solved.

[cnymike]

My site got hacked 9/5/07 around 9:42pm. I discovered it 9/6/07 around 9am. Called HR and was told that cPanel was exploited. I fortunately had a backup of the site and the database so I uploaded the backup around 10:30am. checked site this evening and it was being hacked while I was watching. Un freaking believable! HR Sucks and I'm gone. Security....does not exist on HR.