How do I get in contact with ev1servers? I have one server with them and it has been down the whole day. Back in october the primary drive crashed, a few months later a tech made an error when trying to reboot it, so that they had to replace the primary drive once again. I got a free reboot due to their error. Yesterday the server went down again due to some module error, as they said. They rebooted it and it got back online again. Today it went down again. I opened a reboot ticket and they rebooted it telling me that everything were fine now. A few minutes later it went off-line again. I opened a reboot ticket again, and all they did were the same, to reboot it and once again telling me that everything were fine. A few minutes later it went off-line again. I then started getting - I don't want to use these words here, but I asked them quite frankly to do more about it than just rebooting the server as something more were obviously wrong with it. Since then I haven't heard a word from them. I told them that I understood that a problem needed to be dealt with, so no bad feelings, if they would just provide me with some information, so that I could provide my customers with the same. I suppose that they have undertaken the arrogant attitude towards the little guy like me, and that they don't really care about this single server, as they have sufficient of customers so that they don't needs to be kind and helpfull in all cases.

So here am I with a server used for hosting clients web sites, which has crashed several times the past few months either due to hard ware error or due to a tech error. Considering all this hassle one should believe that they would not hesitate in doing all that they can to make my experience with them as pleasent as possible. But no, I am just being ignored. I understand that they are "investigating", but not responding to a customers request for more information is an arrogant attitude. If they would just provide me with some information on what is being done to get this server back online. Maybe I'll get some response from them here? Hmm, oh well. The next time I see someone complaining about ev1servers here I'll see it from a quite different perspective. Until now I have been among the "praisers" of ev1servers. Not anymore. I don't see any phone number at their web site. Does anybody here know their phone?

Thanks
John

How about you pick up the telephone.

www.ev1servers.net

CLICK SUPPORT... I know its shocking


THEN YOU HAVE THIS:


Sales Contact Information
For questions about purchasing Dedicated servers, You can contact us through the following:
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Phone Support 713-333-7873
800-504-7873
Phone Support - Hours Monday - Friday 7am - 10pm CST
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Support Contact Information
For questions about a technical nature about your server or support issues dealing with your server.
You can contact us through the following:
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E-mail support@ev1servers.net
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Manager of Tech Support: jwendt@ev1servers.net


Customer Service Contact Information
For questions regarding billing, domain transfers or other issues not of a sales or technical issue.
You can contact us through the following:
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Phone Support Houston 713-341-7873
San Antonio 210-892-9283
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Hours Monday - Friday
Saturday
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Manager of Customer Service: osc@ev1.net

One more thing, I hate to be blunt but it is obvious this is not important to you or you would have really looked for this information.

Yet another case of someone who does not know their host.

You people should have their numbers programmed in your phone before you go live with them.

If you take 'hosting sites' serious....

Im seriously dissapointed in how people react to a server going down and expect an UNMANAGED hosting company to do the work they dont get paid to do.

Ok, I didn't see the phone number, but I have corresponded with them so that doesn't change that they are ignoring my messages to them at their support desk. Is that ok? No, it isn't. I am not calling them because they need to be made aware that the server is down. They already knows that, so it is really bad customer support. Now that I know the phone number I'm calling them, even thought it shouldn't be necessary at all.

John

In a 'server down' situation, you should already have called them.

Opening a web based ticket shows that the problem isn't urgent.

Had that been an important server of mine, I would have been on the phone UNTIL it was up and functioning.

Bottom line, back when I used EV1, if I needed it done, it got done. I stayed on the phone with them until it was done. Their support is for unmanaged stuff... but they typically go well above and beyond if you ask and hold their hands.

Retalin, as I said, they already knows that the server is down. So the purpose of phoning them would be to make them aware of something that they don't already knows :eek: lol. Very funny. Blame those who deserves to be blamed. I expected some ev1servers defenders to respond to this ticket. As I said I've done this so far as well, but not anymore. But I got their phone number now so no need to discuss this secondary issue further. I'll call them and I'm sure that there will be a nice and helpfull person at the other end :)

John

Calling EV1 isn't going to get you anywhere. I've done it countless times, and it's always gotten me connected to someone who is nowhere near anywhere that can help.

In a reboot situation, you're pretty much screwed if RS/ev1 has to do anything to your servers. Why? Because they'd rather shut your server down and bring it back up in init 1 and leave it there. To them, THAT solves the problem. They've done this one to clients of mine countless times.

Originally posted by wolfstream


In a reboot situation, you're pretty much screwed if RS/ev1 has to do anything to your servers. Why? Because they'd rather shut your server down and bring it back up in init 1 and leave it there. To them, THAT solves the problem. They've done this one to clients of mine countless times.

From a preliminary check, the server is not down and it is an apache problem, we're investigating it now and contacting him. This is not a reboot ticket presently.

*chuckle*

Go figure eh?

After disabling your firewall on the server.. apache appears to be accessable. A support rep should be contacting you in these regards.

This is a prime example of what I am talking about... EV1 is willing to go ABOVE and BEYOND as an unmanged company.

Have a great day WebDev

The sites just got online again. I'm so relieved. I don't even want to comment on that unmanaged doing it yourself garbage. We have allways managed our own servers the past years. But not module and hardware problems. I can't afford the air plane ticket. It's to expensive travelling over there to do it myself. :eek:

John

From a preliminary check, the server is not down and it is an apache problem, we're investigating it now and contacting him. This is not a reboot ticket presently.

So how are we going to handle this problem our self from our end if the server isn't accessible neither via ssh or whm? I expected some kind of quick response here out in the public. To be able to manage a server we needs to be able to access the server. Thanks for finally doing something about it at your end so that we can now look further into it.

John

Originally posted by nogi
From a preliminary check, the server is not down and it is an apache problem, we're investigating it now and contacting him. This is not a reboot ticket presently.

So how are we going to handle this problem our self from our end if the server isn't accessible neither via ssh or whm? I expected some kind of quick response here out in the public. W

I accessed the server from my workstation with SSH? It appears your firewall was what was blocking the access.

No, the server has been totally dead the whole day. I understand that you need to protect your image here. Alone due to the fact that you have been ignoring my requests for just an update. Why are you more busy here at a forum than at your own help desk? Please close this thread. I need to forget this bad customer experience and will not respond again here. Let us correspond - I mean correspond ;) at your support desk.

John

I'm sorry that you werent provided with an update, we'll address this with our technicians and supervisors, however, the server has not been down all day:
root@apollo [~]# w
3:50pm up 9:14, 2 users, load average: 0.08, 0.34, 0.37


It has in fact been up for 9 hours and 14 minutes at present, I simply SSH'd in and disabled iptables:

root@apollo [~]# /etc/rc.d/init.d/iptables stop
Flushing firewall rules: [ OK ]
Setting chains to policy ACCEPT: filter mangle [ OK ]
Unloading iptables modules: [ OK ]
root@apollo [~]#

Again, I apologize that you were not provided with an update sooner.

Ok, I admit that I didn't check it via ssh. I am knocking my head towards the wall. So please receive my apologies for the undeserved negative talk here. I don't want to contribute to spoiling ev1servers reputation if I did errors myself. But an update would have been appropriate. I communicated via the help desk but didn't get any responses. I were focused totally at the help desk and thought that you were working with the problem, and that it were connected to the problem which forced the server down yesterday as well. The hidden module problem re. your response to me when it went down yesterday. So today it were another problem. Thanks for the update.

John

Ok, I admit that I didn't check it via ssh.That's one thing you should have tried, allong with pinging and tracerouting the server before you even opened a ticket.

Still a slow response from EV1, but seeing as the matter finds it's root in something they have no obligation to support in the first place, pretty impressive that they got you sorted.

Originally posted by WebDev
After disabling your firewall on the server.. apache appears to be accessable. A support rep should be contacting you in these regards.

Tell me you're kidding :) HAHAHA crap ok that wasn't nice of me.

This is where I go into a long rant of "have you done everything you should have done to test your own server before blaming EV1" but heck, I'm beginning to feel like a parrot. I'll be asking for crackers next.

So by "down" he means apache not "can't ping it or anything". Unmanaged folks, don't ask EV1 to fix your apache configuration (or firewall). Nogi learned an important lesson today :)

Agreed...

Just on a sidenote, here's a summary of our internal procedure when a server appears to be down. :
1. ping the server
2. SSH into the server
3. ping some IP's on the same subnet, close to yours (to detect network failures)
4. try accessing it through your browser/control panel
5. ping/SSH the server from another machine in the same datacenter
6. use alertra.com's spotcheck

if all are negative, escalate to the datacenter.

Carl

Slow is slow. The only to take responsibility is me .... not the DC staff. The holidays put me behind approving additional budget for additional staff which is the root of this issue, I believe.

Additional staffing budget has been approved and additional staff are being hired for both the existing DC and the new facility.

Even with the outcome, please accept my apology for teh lack of a timely response/update.

Our staff DOES care and wants your server to be "all it can be". We do understand your needs and are always trying to improve.

I knew that when the day started out with a root canal... that it was going to be a terrible, horrible, no good very bad day.

Robert

Geez, all this time I had thought EV1 had their own forums...silly me.

:rolleyes:

Don't belittle the Headsurfer and next time address him as Almighty Fuhrer ;)

Nogi learned an important lesson today

I guess I did. There are times in life when one feels pretty humble. This is one of them :)

John

What I don't understand is why this firewall problem suddenly appears. I didn't touch anything. Why would it suddenly become a problem when we have used APF on this server for months without any problem. Wouldn't that require someone to change something in APF? I'm not the one working with these issues. I need to investigate it with our tech. :confused:

John

Sometimes I do find it difficult to put myself in my customers shoes. I have been "the little guy" when we were growing our ISP business. I remember issues with Savvis and with our telcos that put us in a real bind. Sometimes their fault .. sometimes mine... sometimes a little of both. We worked through it and had a better working relationship for having gone through it.

we both want the same thing ..... growing businesses and happy customers. We both have to have both or we're both out of luck.

I hope a similar outcome holds true here.

What does it say for your company when the person in charge comes to a public forum and responds to a specific users problem. To me that speaks the world about headsurfer and rackshack/ ev1.

Derrick

Originally posted by Derrick
What does it say for your company when the person in charge comes to a public forum and responds to a specific users problem. To me that speaks the world about headsurfer and rackshack/ ev1.

Derrick

The BURST/Nocster guy does it all the time and I don't think it helps them all that much.

I don't find it that impressive, anyway. To me it seems more like they're trying to preserve their public image, not actually respond to the customer's issue.

In any case, this isn't the place for something like this to play out as a support issue and Community Guides and Community Leaders should know better than to encourage it.

itspoopagain, What are you talking about?

We are all in the same business here.. If one of your webhosting customers had an issues that they were voicing in a public forum no matter where it was i would hope that you have the good business sense to go investigate.

EV1 could have taken the stance that the user installed an unsupported 3rd party software which caused the issues and this is not covered by their technical staff. But they didn't they not only investigated but fixed the problem for the end user in the intrest of saving a customer relationship.

I see EV1 more and more take the stance that The end user is right. They go above and beyond with their support. Why? because a customer with a happy active server is worth more than an upset customer.

This is a business. I look at it like a business and it apears that Ev1 does as well.. A small investment of time will maintain a happy / loyal customer base.

I'm not saying they shouldn't investigate.

I've been told and seen it posted repeatedly that WHT is not a support forum for [insert webhost name here]. EV1 has their own forums and copius means of contact as previously noted. Its one thing for WHT to be a feedback forum, but clearly there are better channels of communication for support issues.

If you let WHT degrade into a crap miscellany support forum, you'll have a thousand of these "my box is down but of course I didn't try SSH" posts crop up every day.

Why is it that I've managed to offend almost everybody by stating the obvious?