Unable to send email to their support department. Jeffrey has disappeared. Anyone have any idea what's going on? Our server has been down for over two hours since a problem was originally reported by netmonitor365.com.

Yes, they are down.

We had a router in Atlanta fail, I've been told that it should be resolved soon, but I have no exact ETA.

From QwkMon.net:

Host returned status 0 Sep 18 18:09
Host resumed status 200 Sep 18 22:17

4 hours and 8 minutes...

Jeff, is this why you have not replied to my 4 emails I have sent since Friday?

(Not having a go, just not sure if this was the reason)

--James

From here in Greenville, it still times out. Looks like it is a router problem, for the trace is now showing a "backup" router:



9 293.at-5-1-0.XR1.ATL1.ALTER.NET (152.63.80.181) 21.039 ms 42.746 ms 24.678 ms
10 195.ATM4-0.GW6.ATL1.ALTER.NET (146.188.232.249) 23.455 ms 32.647 ms 23.846 ms
11 dv2-gw.customer.alter.net (65.208.80.126) 29.091 ms 27.914 ms 28.515 ms
12 dv2-atl-core-backup-core-a.dv2.net (209.51.131.1) 31.119 ms 36.470 ms 46.608 ms

Drew Nichols
ValueTech Internet
http://www.valuetech.com

If any of you are still having problems, please call 800-342-2706. Service should be restored to most servers... although some need to be rebooted in order to come back online.

I haven't replied to any e-mails because I've been in bed almost the entire time since Saturday morning when I got back from the hospital. If you call the toll free number, you should be able to get them to do reboots at the very least, and they are taking messages for other issues that I have to handle myself or have a higher level technician take care of.

I apologize for any inconvenience - this problem was not one that we had any control over, it was our upstream provider. Had I been out of bed, I probably could have helped to resolve it quicker, but unfortunately, when it rains, it pours, as the saying goes.

Best regards,

Jeffery, please email me as soon as possible. I sent you several emails, the last one was 5 minutes ago. I would prefer we solve our issues directly in private emails not on the boards.

Waiting for a positive response...

Originally posted by Wazeh
Jeffery, please email me as soon as possible. I sent you several emails, the last one was 5 minutes ago. I would prefer we solve our issues directly in private emails not on the boards.

Waiting for a positive response...

Any e-mails sent to me since the outage have not been received... The IP block that Plusweb.com and Serverhost.com are in was not rerouted until just now. If you resend, I would be more than happy to respond.

This thread shows the benefit of having outage reports here on this forum --- what do you do when you can't reach your host? Not all hosts answer their phone :)

I invite you guys to reply to the suggestion thread I created:
http://www.webhostingtalk.com/showthread.php?postid=158897#post158897

The idea is that WHT create a new forum to discuss outages.

Thanks.

Jeff, When did your systems go down? I have been sending emails since Sep 14th!
Anyway, I resent the last email. Looking forward to hearing a positive response from you so we can settle the matter.

Hi,

I have also been emailing you since last friday - just called that number you gave above, so someone should have a record of it.

If you can email me, then ace =)

--James

Still no email.....
Jeff, why don't you get a hotmail or yahoo email so we can communicate? All your email addresses don't seem to work. Not even support or billing... hmmm

Im sorry if i sound like a ass, but his excuse is im sick, so if your really sick why would that cause your website and all the emails associated with it to go down,

if your really sick, i hope you get better....

but why dont you at least be honest and streight with your customers, i had one icq me last night begging for my help because his server had been down for like 6 hours, and i have nothing to do with your company, thats just not right....

Are you a one man company, if not then why dont you delegate responsibility to your staff.....

Absolutely.

Jeff, get better, but get some help.

There is nothing wrong with being a one man show, but be honest with people and dont tell them that others are working with you if they are not really there. If they are there, then they can take over.

I have called Plusweb twice and spoke to some people - usually they are just call takers who say "Ok, I will pass the info on".

Still no word as to my server - is it 4 weeks or 5 weeks since I got it, and about 6 days uptime - last moment it was up, was last friday - seemed OK, then I done the reboot test (see if it comes back up after a reboot because that was one of the problems before) - it didn't so I emailed Jeffrey 4-5 times and called once... nothing :)

People have been telling me to do a chargeback, but in the UK it isn't just a case of call credit card company, tell them what has happened and get it dealt with then - I have to write them a letter, send in proof of all the emails between the two parties etc

I keep hoping it will come back and once it does, to actually work :/

I do understand if you are ill Jeffrey, and I hope you get better soon, but as others have said - delegate work.

--James

Originally posted by cbaker17
Im sorry if i sound like a ass, but his excuse is im sick, so if your really sick why would that cause your website and all the emails associated with it to go down,


Umm:

Originally posted by jkehe
We had a router in Atlanta fail, I've been told that it should be resolved soon, but I have no exact ETA.

Umm a router outage lasts 2 weeks???

Jeff is dealing with my problem - getting a new server :D

--James

Originally posted by cbaker17
Umm a router outage lasts 2 weeks???

Where the hell are you getting two weeks from? The router issue was a few hours, the server Plusweb.com/serverhost.com is on was down for a while longer than that for some unexpected maintenence/network segment work. Everyone has gotten a response back that I had an e-mail from, so cbaker17, you can kiss my ass.

jeffery theres no reason for you to be so rude, your customers on numerous occassions stated they couldnt geta hold of anyone... its is up to you as a responsible businessman to take care of your customers, if you were in the hospital sick, somoene should have been delegated to handle support issues.... but all these peoples emails when unanswered for a long time... I even had your customer begging for help from me, thats not appropriate...

Furthermore in regards to the router outage happening for 2 weeks i was addressing someones reply saying the reason your site was down was because of a router outage, well your site was down fro longer than a week, so i replied thats a router outage should not last for 2 weeks, hence that was not the cause of your site being down....

I dont have a problem with you at all although you seem to have a problem with me, lets try to get along ok? I just dont like it when i see a large amount of customer not being taken care of and then when they contact me asking for help, well thast just rediculous...

I hope your over what ever you were in the hospital for.....

Originally posted by cbaker17
jeffery theres no reason for you to be so rude, your customers on numerous occassions stated they couldnt geta hold of anyone... its is up to you as a responsible businessman to take care of your customers, if you were in the hospital sick, somoene should have been delegated to handle support issues.... but all these peoples emails when unanswered for a long time... I even had your customer begging for help from me, thats not appropriate...

No, if they had called the toll-free number, they would have been able to talk to someone.

Furthermore in regards to the router outage happening for 2 weeks i was addressing someones reply saying the reason your site was down was because of a router outage, well your site was down fro longer than a week, so i replied thats a router outage should not last for 2 weeks, hence that was not the cause of your site being down....

No, my site was NOT down for longer than a week... at most it was down for 24 hours. I don't know where you're getting this misinformation, but perhaps you should check your source.

I dont have a problem with you at all although you seem to have a problem with me, lets try to get along ok? I just dont like it when i see a large amount of customer not being taken care of and then when they contact me asking for help, well thast just rediculous...

Man, you have been after me from day one. I don't want to get along with you, every single word you have written on this forum about me or my company has been negative, or had negative connotation. If the customers had used the contact methods provided to them in the welcome e-mail (911@plusweb.com or 800-342-2706), their problems would have been taken care of immediately. I have been in bed, and unable to check my e-mail. I have several people who were around to be paged about the emergency e-mail, and the toll-free number is open 24x7.

How would you like it if I went around posting negative things about your company that I've heard? Sure, I don't have first hand experience, but hey, isn't that what you're doing here?

Well I hope you get better, actually jeff your site serverhost.com is still down to this day, just thought you might want to know...

Good luck.....

Serverhost.com has not had a website in several months, because we aren't accepting new clients at this time.

Regards,

You can just put up a small message that you aren't accepting clients or remove the signup page :)

Taking down your whole site hehe... weird way of doing it.
just a thought

Charles, I feel like taking sides on this matter, so here are my thoughts. First, you you were totally asking for it after your first post. In my eyes, someone who instigates a fight is not professional -- nor thinking -- at all. I'm sure many would agree that you should have just passed this thread up when you saw it. I don't see why you had to get involved. It doesn't include you or you company in any way.

Second, the reason Serverhost.com is not up is because me and Jeff are working on sorting out the content of the site -- the design is finished. But due to his recent illness, he hasn't been able to get me the content as fast as he would have liked. That's why nothing comes up as of this moment in time.

That's just my take on this matter.

Heyo,

I'm a serverhost customer and I support his claim that the router issue was only a few hours. I lost and regained the connection to my server within the same day.

I still need my ram upgrade tho Jeff ;) !!

Peter