ErisDS

Soo after months of intermittant downtime on my old host I moved to Surpass.

My first day with a website live with them and guess what?

Downtime.

Twist3d

You will most likely experience some downtime with any host since hardware only goes so far before something goes horribly wrong.

However I have had less downtime with surpass than any other host I've been with.

I can't remember the last time my website was down.

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Pass81

DewKnight

Have you filed a ticket yet?

What kind of downtime? Can't access the website overall? When did you change the DNS? Sometimes it takes a few days for the changes to propagate.

If it was working fine and it stopped working all of a sudden you may have been blocked by the server firewall for repeated unsuccessful login attempts. Support can easily fix this for you.

Definitely file a ticket if you haven't already. And make sure not to keep replying to it trying to bump it, as that moves it in the queue

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ErisDS

This turned out to be the problem, I don't know if my password got changed or what but I couldn't log into WHM with any of my passwords and it blocked my IP...all fixed now, sorry I guess I'm a bit cynical!

LOL I do not *bump* my tickets!!! The only reason I posted more than once was because I found another bug with my setup (I am in the process of transferring 15 accounts - there are bound to be teething problems). Rather than opening a new ticket for each problem I just added them on to the open one not knowing I was sending my ticket down to the depths!

Now I just have LOADS of tickets....

fury

The downtime could be due to failed login attempts. Open a ticket to resolve this issue.

As others mentioned, adding more info to a ticket before a response from the staff should only be done when absolutely necessary as it drops your ticket back to the bottom of the queue. Response times for me range from 5 minutes to 2 hours. It's a good idea to post a ticket and also post here with the problem and the ticket ID as others mentioned so a staff member can check up on your ticket, and the other seasoned customers can help you out with their experience. This biggest thing to remember with that though is that the only people that can fix an issue are the forum members in BLUE. everyone else is just a customer, not staff in any way.

I have been with Surpass since early 2005 and I have never had a single instance where I have considered leaving. All issues that I've had were due to my own mistakes aside from VERY brief outages (<10 minutes).

I was a reseller with Surpass, I moved to a dedicated server and now I'm back to reseller and my uptime since May is 99.86%.

Uptime is obviously a big deal for a reseller, and I've never had issues with Surpass when it comes to uptime.

Welcome, and I hope you enjoy your stay

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fury™ - not helping the situation since 1987
robmonroe.net | | bullsux.com

ErisDS

The downtime was due to being banned from failed login attempts (see my previous post) so I'm sorry for posting that here hastily.

However, I have a couple of tickets open at the moment and they are all getting initial replies but not actually being dealt with. I have 3 accounts which have been transferred incorrectly...for some reason they transferred 3 backups which were 3 years old and now my domains are resolving and showing 3 year old versions of my sites

I have 2 tickets open about it: KWU-179018, AXN-660195. The first one was to ask them to make the transfers... the second one was opened 6 hours later when I decided to generate the backups myself because the domains have started resolving.

I accept that mistakes happen and there are bound to be hiccoughs in transferring so much stuff, but I'm not happy with how quickly they are correcting the problems...

ErisDS

Can I please get some support?

I am really, really disappointed with the service.

It is 11pm here in the UK, it's been 8 hours since I posted my ticket... I've even done half the work and generated the backups myself. All I want is the job done properly as it should have been the first time.

Greg

All of your tickets have been answered to. As mentioned via those tickets, we performed the transfer via the "Copy an account from another server with account password" option within WHM which automatically packages the account into one file, transfers the file over to the new server then restores it.

I have re-transferred the accounts mentioned and replied to your tickets. Let me know if you have any questions.

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