well i have had it!

I have been in business for about 1 month now. I have 16 clients which i dont think was bad for 1 month.

THEN ALL HELL BROKE LOSE.

i was reselling with ***** and you pretty much know the rest. all 16 clients including me have not had email, ftp or web site access. I gave ***** 4 days to get there problems situated. They didnt comply so i decided to find another reseller.

I went with MCHost. and had network solutions change my nameservers to point to my MCHost IP's. This was on AUG 6th. Today is the 8th and past the 48 hours so i called network solutions. they said the propagation was finished by 8pm yesterday. Still all 16 sites are down and now its been over 1 week. ALL clients are furious, understandibly. Network solutions says that its my host. MCHost has been looking at the prob for several hours and havnt heard from them. at this point im just very depressed and confused and upset.

so i dont know what to do... try yet another reseller ( 3rd in one month) or just give up even though things were looking good.

signed,
bridge jumper

Have you done a dig or even a whois to see if the domains have been updated? Also, what are you using for your nameservers on your machine? If you post the domains or pm me I can help you out and see where the problems lie.

I did a whois and they are up. I pinged the nameservers and they reply.

domain is : web-spring.net

the nameservers are:

Primary Server Hostname:
NS1.WEB-SPRING.NET
216.118.81.151

Secondary Server Hostname:
NS2.WEB-SPRING.NET
216.118.81.152

thanks for offering to help

Explain to your clients the situations. Give them all a month of free hosting. Move to another reseller. That's what I would do.

brad_nelson1: I've contacted you personally a few minutes after your email. Please contact me at marc@mchost.com . All DNS Zone files are correct on our servers so it is definately a problem with NetworkSolutions that we cannot control. If you see the nameservers in the WHOIS, that doesn't mean that they are fully propagated yet, but it will actually take 24-48 hours after NetworkSolutions has registred the nameservers.

We are very sorry but it is definately a problem beyond our control!

It looks like you don't have dns running on ns1 or ns2. I tried to do an 'nslookup yahoo.com ns1.web-sprint.net' I also did ns2 as well. Double check your configuration and manually restart the the dns server from the command line.

Try as root 'ndc restart'

or

/etc/rc.d/ini.d/named start

then check /var/log/messages for any errors.

I also tried telnetting to port 53 on your servers and received a connection refused. One more thing if you have a firewall on there or something make sure that port is open as well.

Problem fixed. Website http://www.web-spring.net is up and running now. I sincerely apologize for this but it was our fault because of a wrong DNS entry.

brad_nelson1: You will of course receive the next month of hosting absolutely free. :)

Another unhappy ***** customer.. :)

And soon to be happy MCHost.com reseller ;)

yes,

MChost fixed my problem. They were very professional. Can you believe they even ADMITED it was there mistake? not alot of hosts out there would do this. Normally you would have heard " its something to do with the code red worm" hmm i heard that one 100 times from CITOAST :angry:

anyway just wanted to post to let yall know they fixed the problem. thanks to everyone that tried to help me out.


man am i happy with my current host! :cool:

Kudos to you Kiwi for admitting that your company did make a mistake. To me, that says a lot about the integrity of your company and your own reputation. It's good to know that at least some people in the industry are honest. :)

At the risk of sounding incredibly biased I thought I'd share this little nugget as well..

Yesterday I had a few problems with Sendmail on my Mchost accounts... Notified mchost and after an initial "seems ok" which had me thinking "Oh no :bawling: not that response again!"... BUT I then got more emails asking for help in tracking down the problem...

Within 24 hours (probably sooner) the whole thing was sorted..

Now given previous experiences elsewhere, where the "seems ok" response was usually never followed up, this was a MAJOR breath of fresh air.

Oh and for the record I never once felt inconvenienced in helping to test the problem to find possible causes. If anything I felt better because all my variations on possible other problem areas were being tested and reported on pretty much immediately.

Bottom line, the above "willingness to apologise when in the wrong" and all my own experiences are giving me a warm fuzzy..

:D :D Oh dear a warm fuzzy about a host... now that is a new (and possibly worrying) feeling :)

How nice and refreshing it is to read about how good a host is, instead of all the usual slagging off and complaining that goes on - way to go mchost :)

Now that the crisis has been averted......can I ask how you were able to get 16 clients in the first month of business?

I am still in the planning phases of starting as a reseller, but I wasn't planning on that much business!

I was going to ask the same thing! lol

I PM'd him with the question yesterday but he never responded ..
:D

Originally posted by venomx
I was going to ask the same thing! lol

I have PM'ed a few people here and never got a reply. Either the thing is broken or they dont like me! ;p

Originally posted by venomx
I have PM'ed a few people here and never got a reply. Either the thing is broken or they dont like me! ;p

Well it's not broken. . . .:eek:

err . . . .umm . . . .What was the other choice??


:D

Hey now! YOU just told me the popup wasnt working for you so... ;p

Hey now!

I think there's a difference between a popup (which isn't working) and a PM )which is working) :D

I could be wrong:eek:

Well they could have the email part turned off! LOL

Thanks everyone for your kind words :) This reply might not have to do much with the topic, but more with the 'how to get more customers' question. Something similar was discussed a few days ago at http://www.webhostingtalk.com/showthread.php?s=&threadid=17459 - so that post might help.

I am satisfied with the story from this thread because this demonstrate that I was not wrong in choosing the offer of mchost.

From another ***** customer, I too have had my share of problems over the last few days. Everything SEEMS to be fixed now. I have learned it takes constant contact to get results. But they do pull through.
HOWEVER... I am considering moving- have looked at MCHOST and like what I see so far. So, you guys help me (you too Marc)

Pros
- obvious quick response and willingness to keep digging to fix a problem.
-will admit a problem and stand accountable
-good service and prices(I think-price "schedule" has no detail)

Cons
-Website a little sparce - would like more details
-New company - can you keep up with the pace?

Just some thoughts here. Any ideas would be appreciated. Just host about a dozen domains so if I'm going to move the time is now.

heh heh...

Well whilst new development is taking place there are bound to be teething problems. Nothing is taken for granted...

I actually made a boo-boo of my own today when I queried why I hadn't received an email back re: a support issue. In my haste I'd missed the link to check up on a support issue in the response. :blush: So after 8 hours I emailed to complain and got a polite note pointing out the error of my ways...
Doh! :homer:

Oh and as for keeping up with the pace... I think Marc suspects I'll do my damndest to keep him honest! :D :D I'm sure he'll do much the same to me anyhow...

Kiwi, you do know what you let yourself in for when you agreed to let me host with you didn't you? :)

RPort: You can contact me anytime at marc@mchost.com with any questions :). There will be a FAQ and more information up by tonight.

Back in 1997, i had a personal website hosted by *****. And yes, even back then they already had downtimes. So i know how it feels to be ignored by a webhosting company and we're working hard to build a good reputation; something that is very rare today with the exception of a few other hosts on this forum.