No response on ticket - It's been a month!

**Jamie** · April 17th, 2005, 3:51 AM

When the server IP migration emails took place, I was on vacation that weekend. I came back to having no access to my WHM. I changed the IPs that my nameservers where pointing to and then responded to the email that was originally sent. That one had a ticket # of QWB-13741.

I waited like 3 weeks and never got a response. So I submitted an urgent ticket wanting to know the status of my server and the changes and asking why my password was not working to access my WHM. It's been over a week on that one and still no reponse whatsoever except for the auto-response saying that the ticket was received. Yesterday I responded to it and still again no response. The ticket # is KRX-97917.

This is the longest it has EVER taken for anyone to respond to a ticket and I'm getting tired of waiting. I have work to do and changes to make that require me to have full access to my server. This is unbelievable.

**cdrake** · April 17th, 2005, 11:55 AM

I suggest you submit another ticket.

**fwwebs5** · April 17th, 2005, 12:42 PM

I'm going to ask the obvious, just in case.

Can you access any account via SSH using the new IP then su root using your password?

Have you tried WHM via your new IP address?

Both your original IP and your new IP seem to point to the same box.

DNS Report shows:
ERROR: Your nameservers report glue that is different from what the parent servers report. This will cause DNS servers to get confused; some may go to the IP provided by the parent servers, while others may get to the ones provided by your authoritative DNS servers. Problem record(s) are:

**Emmanuel** · April 17th, 2005, 4:38 PM

Jamie,

please check your hotmail email...

I really apologize about the delay in your ticket. As you can imagine we are
migrating over 1,000 servers to new ips
and it is taken us a lot longer then expected.

That is still no excuse for no communication and for that we apologize.

**Jamie** · April 18th, 2005, 2:04 PM

I did get a response finally and I appreciate Emmanuel getting back to me so quickly after posting the above message. I hope I didn't sound too rude but I did wait for a long time for a response and was losing hope. I had hoped that posting something here would make a difference and it did. You can delete this post if you want since I was just trying to get someone to check on the status of my sight. I understand how difficult it must be to take care of so many servers needing changes like that.

April 18th, 2005, 2:12 PM

You didn't sound rude but concerned. Anyone having such long delays would have done the same. This thread isn't going to be deleted either.

**pikaflash** · April 18th, 2005, 5:24 PM

hey, if one sends a ticket and doesn't get the autoreply, does it mean that the ticket didn't go through and surpass didn't get it? because i sent one a while ago and it was strange i didn't receive the autoreply, that's why i was wondering if i should send it again

**ozzy** · April 18th, 2005, 5:47 PM

check all of your bulk mail or junk mail before... you can always check it online to see if it's still there.

April 18th, 2005, 10:19 PM

Quote:

Originally Posted by pikaflash

hey, if one sends a ticket and doesn't get the autoreply, does it mean that the ticket didn't go through and surpass didn't get it? because i sent one a while ago and it was strange i didn't receive the autoreply, that's why i was wondering if i should send it again

That happened to me too, Then I sent in the third ticket and finally got the auto-reply. The tech suppport person said that I had 2 already open, then I said "well I never got the auto-replies." The tech support person couldn't find the 2 open afterward.

April 17th, 2005, 3:51 AM	#1 (permalink)
Jamie Surpass Fan Comfy Contributor Joined in Oct 2003 Hosted on Dedicated 297 posts Gave thanks: 0 Thanked 0 times	No response on ticket - It's been a month! When the server IP migration emails took place, I was on vacation that weekend. I came back to having no access to my WHM. I changed the IPs that my nameservers where pointing to and then responded to the email that was originally sent. That one had a ticket # of QWB-13741. I waited like 3 weeks and never got a response. So I submitted an urgent ticket wanting to know the status of my server and the changes and asking why my password was not working to access my WHM. It's been over a week on that one and still no reponse whatsoever except for the auto-response saying that the ticket was received. Yesterday I responded to it and still again no response. The ticket # is KRX-97917. This is the longest it has EVER taken for anyone to respond to a ticket and I'm getting tired of waiting. I have work to do and changes to make that require me to have full access to my server. This is unbelievable. __________________ Jme ++++++ Site: WalkerNetwork.com My Dumb Blog Server: Dedicated IM: Visit my profile for more info. Official Title: Queen of Run-On Sentences [ONE] - The Campaign to Make Poverty History

April 17th, 2005, 11:55 AM	#2 (permalink)
cdrake Surpass Fan Comfy Contributor Joined in Jan 2004 Lives in drakeshangout.com/forum Hosted on PASS3 187 posts Gave thanks: 0 Thanked 0 times	I suggest you submit another ticket. __________________ Drakeshangout.com--When you have nothing better to do! Join the Drakeshangout Forum

April 17th, 2005, 4:38 PM	#4 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	Jamie, please check your hotmail email... I really apologize about the delay in your ticket. As you can imagine we are migrating over 1,000 servers to new ips and it is taken us a lot longer then expected. That is still no excuse for no communication and for that we apologize. __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

April 18th, 2005, 2:04 PM	#5 (permalink)
Jamie Surpass Fan Comfy Contributor Joined in Oct 2003 Hosted on Dedicated 297 posts Gave thanks: 0 Thanked 0 times	I did get a response finally and I appreciate Emmanuel getting back to me so quickly after posting the above message. I hope I didn't sound too rude but I did wait for a long time for a response and was losing hope. I had hoped that posting something here would make a difference and it did. You can delete this post if you want since I was just trying to get someone to check on the status of my sight. I understand how difficult it must be to take care of so many servers needing changes like that. __________________ Jme ++++++ Site: WalkerNetwork.com My Dumb Blog Server: Dedicated IM: Visit my profile for more info. Official Title: Queen of Run-On Sentences [ONE] - The Campaign to Make Poverty History

April 18th, 2005, 5:24 PM	#7 (permalink)
pikaflash (Nintendo girl) On a golden path... Joined in Sep 2003 Lives in Mexico city 323 posts Gave thanks: 4 Thanked 0 times	hey, if one sends a ticket and doesn't get the autoreply, does it mean that the ticket didn't go through and surpass didn't get it? because i sent one a while ago and it was strange i didn't receive the autoreply, that's why i was wondering if i should send it again __________________ ...the evolution continues! Anime Pokemon Pikachu Foros Postales DibuJarte Animekai Oekaki Anime Animated gifs, Kaoani Smilies and Japanese emoticons

April 17th, 2005, 12:42 PM	#3 (permalink)
fwwebs5 Surpass Fan On a golden path... Joined in Nov 2003 432 posts Gave thanks: 0 Thanked 0 times	I'm going to ask the obvious, just in case. Can you access any account via SSH using the new IP then su root using your password? Have you tried WHM via your new IP address? Both your original IP and your new IP seem to point to the same box. DNS Report shows: ERROR: Your nameservers report glue that is different from what the parent servers report. This will cause DNS servers to get confused; some may go to the IP provided by the parent servers, while others may get to the ones provided by your authoritative DNS servers. Problem record(s) are:

April 18th, 2005, 2:12 PM	#6 (permalink)
Dark Matter Guest n/a posts	You didn't sound rude but concerned. Anyone having such long delays would have done the same. This thread isn't going to be deleted either.

April 18th, 2005, 5:47 PM	#8 (permalink)
ozzy Surpass Fan Excelling Contributor Joined in Feb 2005 Lives in california Hosted on kramer 916 posts Gave thanks: 0 Thanked 0 times	check all of your bulk mail or junk mail before... you can always check it online to see if it's still there. __________________ ozzy djodesigns.com Server = kramer "mi surpass es su surpass"

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