Pass 45, again.

tkdd · February 26th, 2006, 3:42 PM

It's been a week or so now since pass45 was supposedly fixed, but I am still having some of the same problems.

First, mail has been down for I don't know how long.

Second, I am still having some problems logging into FTP.

Third, MySQL uptime has been sporadic at best. I have several forums to where I can't connect to the database at times during the day.

What's the deal?

By the way, the whole submit a ticket thing does nothing when you just get reported back to you that everything is fine when it isn't.

SkinnyDawg · February 26th, 2006, 11:06 PM

Yep... it is messed up, not again, still.

**Cats-Computing** · February 26th, 2006, 11:19 PM

Goo Pass45, you're our hero, bringing pollution down to zero.

**Kayla** · February 26th, 2006, 11:23 PM

The server is fine at this moment and I do not see any certain account causing it, but I'm still researching.

**Emmanuel** · February 27th, 2006, 5:54 AM

We had no reports of pass45 for close to 1 week, is it safe to assume you didn't have issues for the past week and they are back?

I am trying to find some trend to find the cause, it isn't obvious

tkdd · February 27th, 2006, 7:07 AM

Nope, I've been having mail problems for pretty much all last week. And FTP and MySQL has been up and down over that time as well. I always try to give you guys’ adequate time to fix things before making a post or submitting a ticket.

Sure you guys get flack, but I mean, what do you expect? We're paying customers, and most of us have our own paying customers that depend on us. There’s a lot of other professionals on here that offer reseller hosting based on the servers we rent from you, as well as other web related services. My clients just want to know why their mail doesn't work, or why their forums aren't operating, or why they can't upload files, etc. etc. and that causes us to lose credibility when we can't provide a decent service. And I've gone through this whole situation before a couple of months ago with pass 27 that went on for nearly 6 weeks before I had to personally request being switched to another server.

I've honestly never had another host that has had so many server issues. And the fact that we can't call a tech support number to talk to someone personally is really poor. Plus, most of the time when we submit tickets, all we get back is just a note that states how the server seems fine. There is rarely a timetable given about when something will be finished, or even a hint at what the problem could be.

So I mean, what do you expect us to do? Just sit back and not say anything? Act like everything is fine when we're getting grilled left and right from our own clients? I totally understand that you guys are going to have problems, and everything isn't going to work perfect all the time. But when you are providing sub-standard service on a regular basis, but yet still charging everyone the same normal rate, you have to expect frustrated customers - customers that want answers and a knowledge that whatever the issues is will be dealt with quickly.

When I see lingering problems that drag on and on, it makes me question if the staff is able to sufficiently handle all of the issues that occur. I'm not saying that you guys are incompetent are incapable of troubleshooting the problems, but it's very unnerving having to wonder when, if ever, things will be taken care of - especially when reliable hosting is critical to my business.

SkinnyDawg · February 27th, 2006, 11:43 AM

I have no desire or need to attack the efforts of the Surpass Support crew. I think you guys do a very good job. Sometimes it's just not an easy fix.

But please guys, don't throw the "You need to submit a ticket" hammer. That just gets an understanding fellow Network Administrator like me up in arms. You folks have enough monitoring tools available to keep PASS45 or other known poor performers under scrutiny.

Emmanuel - Nope, the status board looks better but I hear about mail issues, ftp issues, very sluggish HTTP performance everyday from my clients. Yesterday I moved all but three of my clients off the server and those will come off in the next day or so. At that time I'll have to cancel my OC10 on this server. It's just not working out.

I know it's tough for you guys in support. But it's tough with our clients also. We sink or swim on server reliability. Like I said, I know the Surpass guys are working this problem. Not pointing fingers, jumping up and down or that kind of stuff. But I have to take care of my new just "budding" business.

I know eventually this will get resolved. My business just can't hang in there anymore and for what I have, a dedi is not needed (nor affordable for me).

Toodles,
-Roger

**Emmanuel** · February 27th, 2006, 5:27 PM

Quote:

Originally Posted by tkdd

Nope, I've been having mail problems for pretty much all last week. And FTP and MySQL has been up and down over that time as well. I always try to give you guys’ adequate time to fix things before making a post or submitting a ticket.

We can't fix a problem we can't see, I checked the server I don't see such issues so it makes it almost impossible to fix. I am not denying your having these issues but when I can't see them I can't fix them but I am having a meeting with admins within the next few hours for a final course of action to hopefully end these issues even if it means reinstalling the server with everything new at this point

**Emmanuel** · February 27th, 2006, 5:37 PM

Quote:

Originally Posted by SkinnyDawg

I have no desire or need to attack the efforts of the Surpass Support crew. I think you guys do a very good job. Sometimes it's just not an easy fix.

But please guys, don't throw the "You need to submit a ticket" hammer. That just gets an understanding fellow Network Administrator like me up in arms. You folks have enough monitoring tools available to keep PASS45 or other known poor performers under scrutiny.

Emmanuel - Nope, the status board looks better but I hear about mail issues, ftp issues, very sluggish HTTP performance everyday from my clients. Yesterday I moved all but three of my clients off the server and those will come off in the next day or so. At that time I'll have to cancel my OC10 on this server. It's just not working out.

I know it's tough for you guys in support. But it's tough with our clients also. We sink or swim on server reliability. Like I said, I know the Surpass guys are working this problem. Not pointing fingers, jumping up and down or that kind of stuff. But I have to take care of my new just "budding" business.

I know eventually this will get resolved. My business just can't hang in there anymore and for what I have, a dedi is not needed (nor affordable for me).

Toodles,
-Roger

I understand and we are doing the best we can. We know we will lose business due to pass45 but we are doing the best we can. It is not like we are sitting around doing nothing.

Roger you could have requested to be moved to another server if you want me to let me know

e

surpasshosting.com

February 26th, 2006, 3:42 PM	#1 (permalink)
tkdd Registered User Fresh Surpasser Joined in Mar 2005 18 posts Gave thanks: 0 Thanked 0 times	Pass 45, again. It's been a week or so now since pass45 was supposedly fixed, but I am still having some of the same problems. First, mail has been down for I don't know how long. Second, I am still having some problems logging into FTP. Third, MySQL uptime has been sporadic at best. I have several forums to where I can't connect to the database at times during the day. What's the deal? By the way, the whole submit a ticket thing does nothing when you just get reported back to you that everything is fine when it isn't.

February 26th, 2006, 11:06 PM	#2 (permalink)
SkinnyDawg Registered User Comfy Contributor Joined in Nov 2004 Lives in Henderson Kentucky Hosted on PASS49 and dedicated 110 posts Gave thanks: 0 Thanked 0 times	Yep... it is messed up, not again, still. __________________ Pray Harder ... Time's Short OC10 on PASS49 http://www.smallbusinessnetworks.us

February 26th, 2006, 11:19 PM	#3 (permalink)
Cats-Computing DJ Remix Super #1 Joined in Aug 2004 Lives in The competition Hosted on Ex-Client 1,257 posts Gave thanks: 0 Thanked 0 times	Goo Pass45, you're our hero, bringing pollution down to zero. __________________ RIP Joey

February 26th, 2006, 11:23 PM	#4 (permalink)
Kayla Marketing Maven Surpass Staff Joined in May 2003 Lives in Orlando 24,749 posts Gave thanks: 946 Thanked 806 times	The server is fine at this moment and I do not see any certain account causing it, but I'm still researching. __________________ Follow Surpass on Twitter and Facebook Check out the Surpass Blog

February 27th, 2006, 5:54 AM	#5 (permalink)
Emmanuel CTO, Surpass Hosting Super #1 Joined in Apr 2003 Lives in Florida 1,823 posts Gave thanks: 10 Thanked 134 times	We had no reports of pass45 for close to 1 week, is it safe to assume you didn't have issues for the past week and they are back? I am trying to find some trend to find the cause, it isn't obvious __________________ Emmanuel :: Surpass Hosting Network Admin http://www.SurpassHosting.com

February 27th, 2006, 7:07 AM	#6 (permalink)
tkdd Registered User Fresh Surpasser Joined in Mar 2005 18 posts Gave thanks: 0 Thanked 0 times	Nope, I've been having mail problems for pretty much all last week. And FTP and MySQL has been up and down over that time as well. I always try to give you guys’ adequate time to fix things before making a post or submitting a ticket. Sure you guys get flack, but I mean, what do you expect? We're paying customers, and most of us have our own paying customers that depend on us. There’s a lot of other professionals on here that offer reseller hosting based on the servers we rent from you, as well as other web related services. My clients just want to know why their mail doesn't work, or why their forums aren't operating, or why they can't upload files, etc. etc. and that causes us to lose credibility when we can't provide a decent service. And I've gone through this whole situation before a couple of months ago with pass 27 that went on for nearly 6 weeks before I had to personally request being switched to another server. I've honestly never had another host that has had so many server issues. And the fact that we can't call a tech support number to talk to someone personally is really poor. Plus, most of the time when we submit tickets, all we get back is just a note that states how the server seems fine. There is rarely a timetable given about when something will be finished, or even a hint at what the problem could be. So I mean, what do you expect us to do? Just sit back and not say anything? Act like everything is fine when we're getting grilled left and right from our own clients? I totally understand that you guys are going to have problems, and everything isn't going to work perfect all the time. But when you are providing sub-standard service on a regular basis, but yet still charging everyone the same normal rate, you have to expect frustrated customers - customers that want answers and a knowledge that whatever the issues is will be dealt with quickly. When I see lingering problems that drag on and on, it makes me question if the staff is able to sufficiently handle all of the issues that occur. I'm not saying that you guys are incompetent are incapable of troubleshooting the problems, but it's very unnerving having to wonder when, if ever, things will be taken care of - especially when reliable hosting is critical to my business.

February 27th, 2006, 11:43 AM	#7 (permalink)
SkinnyDawg Registered User Comfy Contributor Joined in Nov 2004 Lives in Henderson Kentucky Hosted on PASS49 and dedicated 110 posts Gave thanks: 0 Thanked 0 times	I have no desire or need to attack the efforts of the Surpass Support crew. I think you guys do a very good job. Sometimes it's just not an easy fix. But please guys, don't throw the "You need to submit a ticket" hammer. That just gets an understanding fellow Network Administrator like me up in arms. You folks have enough monitoring tools available to keep PASS45 or other known poor performers under scrutiny. Emmanuel - Nope, the status board looks better but I hear about mail issues, ftp issues, very sluggish HTTP performance everyday from my clients. Yesterday I moved all but three of my clients off the server and those will come off in the next day or so. At that time I'll have to cancel my OC10 on this server. It's just not working out. I know it's tough for you guys in support. But it's tough with our clients also. We sink or swim on server reliability. Like I said, I know the Surpass guys are working this problem. Not pointing fingers, jumping up and down or that kind of stuff. But I have to take care of my new just "budding" business. I know eventually this will get resolved. My business just can't hang in there anymore and for what I have, a dedi is not needed (nor affordable for me). Toodles, -Roger __________________ Pray Harder ... Time's Short OC10 on PASS49 http://www.smallbusinessnetworks.us Last edited by SkinnyDawg; February 27th, 2006 at 11:47 AM..

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