Terrible Recovery Times

[BrianMichael]

Anyone else having a terrible experience here? There has been so much down time that it is beginning to affect my business.

Server 14. Terrible.

Not to mention the obnoxious responses when asking for updates. You're the one hosting, God forbid someone were to do their job.

[allaneng]

Also having clients cancel their accounts with me! I have lost a couple just today! It's been down about 9.5 hrs .... and counting! not very good!

Doesn't seem like they have much redundancy ... if any!

[ngaby]

I've got 3 sites unreachable for hours now, run out of excuses to my clients, and I'm really thinking about changing to another host, it will be faster to spread the new dns

[marksalehouse]

I have been on here for many, many years and I too am thinking of changing!

Mark

[Arkadij S]

Dear Everyone,

We do understand, how you all feel about that and we are really sorry for all that to take place.

The File System Check, however, is one of the critical procedures, which cannot be sped up.
Were it possible, we would have brought the server back on-line long long ago.
But unfortunately, we can't risk with that, as such careless step may lead to data loss.

All of you definitely though about permanent solution like switching the server.
As physically it would look only like getting the HDDs on the current server and plugging them into another box,
we would appear at a dead-end - these HDDs should be checked anyway.

So whatever annoying the situation is, we still need to wait till it's resolved.
Of course, we are doing all our best, to trace the reason of that issue, and once it is traced, we will definitely take all the needed measures. If it's about hardware, believe us, the needed maintenance will be performed right away.


To BrianMichael:

>> Not to mention the obnoxious responses when asking for updates.

I am sure that, the majority of replies, you've been given, were the URLs to the forum thread, related to that issue.
Frankly speaking, I can hardly imagine any other appropriate reply, when any ETA cannot be given and when the reason of outage is still being traced.

To AllanEng

>> Doesn't seem like they have much redundancy ... if any!

Believe me, redundancy is our main concern.
And we are always working on improving servers' stability.
Some things, however, seem to happen out of the blue and need more time to get traced and resolved.

To Ngaby

>> I'm really thinking about changing to another host

Your frustration is perfectly understood.
We, however, would hate to see you leaving us, so we would like to give us a chance.

We are ready to discuss options, like upgrade with the transfer to another, more stable server and so on. Of course, upgrade is possible only on the fully stabilized server, so we will be able to consider that solution only after RAID rebuild is performed on the server.

Once again, we do apologize for that and rely on your understanding.
Any questions and further escalation are welcome at our helpdesk.

[carlobee]

good to know that everything that needs to be done is taken action. hope it will be resolved as soon as possible.

[Matt R]

Knowing our team as I do, I can't imagine any one of them being less than courteous and polite. If you do, however, have an issue please email feedback@webhostingbuzz.com and myself or another manager will look into it.

[BrianMichael]

No problem, thanks for taking the time to comment.

I just had wished other people took the time to let potential customers know what to expect prior to me coming here. I only host about 20 clients here and it's been a constant pain point I have faced, even handling more than 600 clients. There have been very vague support conversations which you have obviously referenced. Quite frankly in response, if after 9 hours of downtime you couldn't find the reason of outage, your environment should probably have some more technical engineers.

Experience with services will show one thing, customer service. If a cable company experiences prolonged down time and are notified by the customer, they grant them a free month. Do you think any of their customers lost clients as a result or business profits had been negated because of their lack of uptime? Chances are, probably not. The case and point is nothing more than just saying, we're not looking for a free month, we're not asking for you to call our clients and beg for their business back, all we are asking is for you to straighten your shit out because it is making us lose money.

God bless you WHB and your great price.

[Matt R]

Brian,

There is definitely no lack of technical experience in our team. Unfortunately, hard drives can and do fail. Many other hosting companies won't have the level of RAID protection we have and would simply have lost data. We didn't lose any data but a result of hard drive failures meant that a FSCK was required to check the integrity of the data, and there is absolutely nothing that can be done to speed up a FSCK. Unfortunately it is just one of those things.