Hi,

I sent two support requests to Burst last Friday about an urgent situation - whenever we add domains to our server WHM is turning all domains into slaves which then it turn leads to bind failing and no websites being visible. Tuesday came and I had heard nothing from Burst so I decided to contact them on AIM. I found out from the guy I was speaking to (Sean) that is was someone else (nick) who was dealing with it. He assured me it would be done that day. The next day came and again, because of the time difference, I had to wait until about 4pm to speak to someone on AIM. When I did get hold of him and I spoke to him for about 20 minutes on and off asking why hadn't it been sorted, or why hadn't I at least got an email from them acknowledging my support request. Again I was told it would be done last night. Today comes and I can't be bothered with burst anymore.

Anyway, enough slagging off burstnet as there are plenty of people here that can do that anyway.

My question is has anyone else had this problem? When I add a domain in WHM it turns all accounts into slaves and leads to bind failing. We're losing a lot of money now due to the fact we have not been able to add any new accounts since Friday.

Or failing that, a reasonable substitute to Burst who can supply cpanel/whm for a similar price?


Thanks

Justin :angry:

lo eSiteHost

I don't think it is a BurstNet only issue as last week our server (hosted with Ventures Online') that uses CPanel/WHM also had this issue where all Master domains in named.conf (I think) were turned to Slave domains which fux0red the server.

Ventures Online fixed it within a few hours tho.

--James

Ack - I forgot my password for the support ticket section on VO's system so I cannot tell u what they done to fix it.

I will try to get that info for u when I get home from work.

--James

have you purchased your server few days before or you have server with them from long time say more then 30 days ?

WildWayz - Thanks I would appreciate any help I can get.

neon202 - The server itself isn't with burst but the cpanel/whm licence is.

Thanks

Justin

The problem is in the server set up section of the web host manager. Take out whatever you have listed in the master dns section (think thats what its called). Basicly your server is set to be a secondary dns when it should be primary.

Once taken out /etc/named.conf just needs to be fixed up.

Tcoy,

can u elaborate exactly what u mean?

The problem is in the server set up section of the web host manager. Take out whatever you have listed in the master dns section (think thats what its called). Basicly your server is set to be a secondary dns when it should be primary.

Once taken out /etc/named.conf just needs to be fixed up.

The server has always been setup to be a primary, does whm, change this whenever it feels like it?

Why do people always feel the need to drag their support issues out here? Have you tried calling them and at least leaving a message that you will post at WHT if nobody responds? This would be prefered to people dragging out issues here.

I didnt mean to simply complain about lack of support from burst, I also wanted to see if anybody else had had the same problem, and if so, let me know what they did to fix it.

Sorry if it seemed otherwise.

Justin

Ok to explain myself:

In the WHM go to "Edit Setup"

The last option there is "Master Nameserver"

Remvoe anything out of there. If anything is in there the /scripts/makesecondary will run and dns will most likely stop working.


You would need to fix /etc/named.conf manually if the script ran

Originally posted by ckizer
Why do people always feel the need to drag their support issues out here? Have you tried calling them and at least leaving a message that you will post at WHT if nobody responds? This would be prefered to people dragging out issues here.

You know, it's so easy to judge people when you are not in their shoes. Let your critical domains go down for an extgended period of time, call, email, aim etc support, be ignored, and as a desperate last measure come here for support only to be lectured by someone else who has no skin in the game. Give the guy a break before you judge.

ESitehost. Don't let anyone make you feel bad. You did the right thing and it was your last resort. Sometimes it's the only way to get support. And I also want to say that Burst has a new support guy, Brad, who is excellent. I've given Burst a hard time here before but I want to give kudos where they are due to. Brad, you are the man. Thank you thank you thank you.

The preferred method is to have to problem fixed like promised. At least that is my opinion. And if BurstNET hasn't learned that people will got to WHT in an effort to receive faster support, then they really haven't learned much.

Most of our support delays are due to Cpanel problems/bugs....that our normal admins cannot handle. Such issues have to wait for Nick..and he is a one man show for DarkOrb. If we could fix it, we would have done so within a reasonable period of time.


Sean R.
BurstNET

BurstNET it seems to me there are a lot of customers complaining about the lack of support from BusrstNet why don't you just update your customer as soon as they have logged a ticket and not the usual it will be fixed ASAP given specific time where possible OR an alternative rather than just leave their support request for hours/days. At one time I was interested in your services and still but the more I read in this forum about the lack of support the more it will make me and others not to go with BurstNET. Your customers should be top priority without them you will be ..... ?

All I am saying is why would your support tell someone it will be fixed within that same day when you are very well aware that there is a good chance it will not? Why should someone wait 4 days before getting some correspondence regarding their open support ticket? And why do they have to post here on WHT to get an update and information that should have already been provided?

These are the same issues from well over a month ago.

Patrick

Originally posted by Dedicated
BurstNET it seems to me there are a lot of customers complaining about the lack of support from BusrstNet why don't you just update your customer as soon as they have logged a ticket and not the usual it will be fixed ASAP given specific time where possible OR an alternative rather than just leave their support request for hours/days. At one time I was interested in your services and still but the more I read in this forum about the lack of support the more it will make me and others not to go with BurstNET. Your customers should be top priority without them you will be ..... ?

true that, I will be looking to get another server very soon, however I do not want to get a server from places I already have servers from. So i'll be sure tolook around soon :D

Originally posted by BurstNET
Most of our support delays are due to Cpanel problems/bugs....that our normal admins cannot handle. Such issues have to wait for Nick..and he is a one man show for DarkOrb. If we could fix it, we would have done so within a reasonable period of time.


Sean R.
BurstNET

There's actually all kinds of issues. Not just CPanel. For example, I've been trying to get billing to give me an accounting since they billed me once on around 5/23 and again on 5/29. I've been writing since the end of May. Finally on 08/02 they got back to me. This was their reply:

"Hi this is the billing department, Can we help you?"

At this point I just have to laugh that's how funny communication is at Burst. So naturally I write back telling them I was double billed and asking for an accounting. Instead of giving me an accounting, on the 9th they get back to me with

" Can you please give our department the dates of the transactions. We will
examine your account and credit any over charges.
Thankyou ,
Credit Department"

So I get back to them on the 9th with the dates and I haven't gotten a response so far. So I am once again pushed to going into a public forum to ask Burst to communicate with their customer. I'm not even irate about it anymore because support through Brad has gotten much better. But I would appreciate if billing got back to me.

And oh, burst.net and my server with you are down. Only been a couple of minutes, maybe maintenance? I hope it's a short one...

P.S. I believe a mistake was made and it was against my favor. I just want to check it out. I'm not complaining about the actual double billing. Stuff like that happens. It's that I can't get it fixed unless I come here to ask you to help me get it resolved.

But billing is a lot less important than the server, that's why I'm not freaking out.

But if the server's down much longer, I will start to freak out and if it goes into the morning, I will REALLY FREAK OUT!!

OK, called Nick. At first he didn't seem to know that Burst was down. Then he said it's nothing they're just doing maintenance. Then I told him yeah but my server's down. He said Oh, that's different. I'll reboot it. About 10-15 minutes later both my server and Burst were back up simultaneously ;)
And btw, the downtime total was about 45 minutes based on the first emails I got that my server was down.

esitehost,

i don't know burstnet, [ so no comments here ] but if you are looking for hosting now go with a well known company like rack space, verio, also i think they all can install the cpanel license if you give them the license. usually you pay a little more, but they are not one man shows, they have lot's of people ready to help you.

also i have a question, where can you buy this cpanel? can i buy cpanel outside vdi? what is the cost?

regards,

romero

LOL

Burst have the original CPanal programmer working for them, so of course Burst.net sell it - but I believe it is soon to be released as Noc Soft.

As for well known webhosts - Burst are well known - I would say much better known then Dialtone.

--James

And: Burst are not a one-man operation. In fact, they're quite a large operation.

They might as well be, judging by the poor support.

We fixed the problem ourselves about 3 days ago, thanks. Oh, and also, Nick very kindly emailed me today telling me how to fix it. So.. thats.. oh, 1 week and 2 days since I put in the support ticket. Thanks very much Nick, and if I ever need to recommend a internet service provider to anyone, it won't be burstnet.

Thanks

Justin

i think there should be different forms under web hosting talk about companies like BurstNet, *****, VDI, RACKSHAKE etc where people can post there problem with these companies.

WebHostingTalk Forums > Main Forums > Dedicated and Co-Location Hosting > Companies > BurstNet ...


:D :D :D

just a thought

:D :D :rolleyes: :eek: :blush: :cartman:

That's a good idea!

AH

Yeah but you don't need the level "Companies" just go straight to different hosts' names. But excellent idea.

How about these companies like Burst start communicating with their customers. I know.. This idea is probably premature for the hosting industry, but what the hell...

This problem of Burst getting bashed on WHT is easily remedied if they would just send an email saying, "we have received your support request and expect that the problem will be resolved within this time frame. If not, we will contact you with information as to why we couldn't solve the problem in the time frame above".

As it stands though, the fastest way to receive support from Burst is to post here. This of course is my own opinion based off my own experience with Burst.

Patrick

Originally posted by Precise
How about these companies like Burst start communicating with their customers.

Well, let's try to be realistic. :D

Originally posted by Precise
How about these companies like Burst start communicating with their customers. I know.. This idea is probably premature for the hosting industry, but what the hell...

This problem of Burst getting bashed on WHT is easily remedied if they would just send an email saying, "we have received your support request and expect that the problem will be resolved within this time frame. If not, we will contact you with information as to why we couldn't solve the problem in the time frame above".

As it stands though, the fastest way to receive support from Burst is to post here. This of course is my own opinion based off my own experience with Burst.

Patrick

very good idea. if burstNet or any other hosting company start this kind of support they will never get there customers dis-satisfied and make them post here. anything is better then nothing. We follow this procedure from years and it works. customer are happy to know that somebody is there taking care of them and working for them.

;)