I have been a "good" client of Pegasus for the past few months. Since last night my dedicated server has been unreachable (nearly 24 hours). I called in, no one answers, and I sent requests to the appropriate contact yet my server is still down after nearly an ENTIRE day.

Im mad... I have had horrible connections with downloads coming in at 3-8 kbs(Im on a very fast connection), and now this....

My server at raqshack has been more reliable and that I think thats saying something.

I'M NOT HAPPY!

I have swallowed other problems I have had, but Ill let this one airout in the "public eye", and figured I would let other potential clients know about the problems they might expect.

I assume youve tried all their contact info including emergeny contact? If so try icqing Jay, i was talking to him earlier via ICQ so i know hes on.

You are the "ONLY" one with the problem you are mentioning, and as many providers have stated in the past and many more will state in the future. One clients experiences might not be and in most cases aren't that of everyone elses. Did you happen to email or call us with this problem? If so what is your tracking #.

If you called the main line at 3am you will not get an answer, you have to call the NOC line which is a seperate # and staffed 24/7. I don't think there is anyone on this board has called that # and NOT gotten a human to talk to. In addition, I see no emails regarding any support requests.

We are also here in the main office from 8am to 10:30pm est time.

Also, you are in the equinix facility on a completely seperate connection from our main facility in nac. Your connection there is by no means any measure of the connection pwebtech.com is on and most of our clients are on.

Your issues that you have are "isolated" to the servers location and to you, NOT to everyone else and anyone who might sign up in the future.


In addition upon bringing your server up, it looks like your mis-management by allowing anonymous FTP to remain open, caused you server to be used as a warez distro.

How you cannot notice a big directory Tagged and .COMZ in your main directory with your other sites escapes me.

That is probablly why you were getting slow uploads, according to the logs you have been a warez distro for a few weeks.

eeekk

Originally posted by seattlite
Im mad... I have had horrible connections with downloads coming in at 3-8 kbs(Im on a very fast connection), and now this....


3-8kbps? :eek: what NOC is your server located? not NAC.net, I guess ...

I wonder, how come after 24 hours your server is still not up? I guess after 24 hours regular email/phone contact should suffice?

Anyway, I hope things will get better for you ... pwebtech has been good for quite a few people here ...

cheers,
:beer:

No problems with PWEBTECH so far. Internet Seer is reporting 100% uptime at the equinix facility. They have servers that have good installations. When I ordered mine it came with all the essentials and was setup really well. A job well done for the pwebtech techs!

Dude, I think you F***ED up ur server... :(

seattlite check your Private message.

I haven't had a problem with the equinix facility and haven't had a single minute of down time at the server level....

The server has *ALWAYS* been getting the same connection speed but it never bothered me because all I was basically using the server for was DNS. I had been using one FTP account which I had made a practice of disabling after I used it. Unfortunately for me I was extremely ill(obviously bad timing) and because I was using the server for basically testing purposes at this point did not have the opportunity to check into the server(obviously my fault)

What I am upset about is not seeing anything done when my attempts at contacting you email and phone failed. The email is below and clearly I put SERVER DOWN in the subject line. Also, how am I supposed to know any emergency numbers when there are none listed on the PWebtech site, and none were ever given to me?

I also think its ridiculous to use an excuse that im on a different NOC to explain bad connections. I did business with PWEBTECH, and I expected the sort of support that others have recieved.

Here is an excerpt from the support reply email that was sent yesterday:
****************
Greetings,

This message has been automatically generated in response to your message regarding "SERVER DOWN", the content of which appears below. There is no need to reply to it now. The technical staff has received your message andit has been assigned a ticket ID of [tracker.pwebtech.com #32417]. Please
include the string

[tracker.pwebtech.com #32417]

in the subject line of all future correspondence about this problem. To do so, you may reply to this message.

Thank you,

Pegasus Technical Staff
******************

Jay,

The fact of the matter is that I knew that once my post went up I would actually get a response. I dont think its right that in order to "force" the issue I have to come on this board and basically publicize something I rather just have taken care of and move on. Obviously you have done that.

I still have a few things I want to talk about, but I will contact you via ICQ.

I don't answer trouble tickets usually so. That is what my staff is there for. You could have just icq'd me, but you choose this route instead. That is all i have to say on that subject.

Also, reading your ticket gave us no information what so ever in what type of client you are. All you said was my server is down and we did email you back asking for more information and you sitll have not replied to the ticket.

The below statement gives us no information to act on your problem. Considering you also sent this email to the shared nt tech queue and not the nt dedicated queue.

[I]
"Hello,

My server identified has been down for a while now, I'm running DNS on
the machine causing many sites not to load quickly on another machine.
Could you please look into this as soon as possible.

Thanks,

<<Removed personal information>>

Hello Jay,

I was never quite sure if you were actually heading NT/Windows support so I did not mean to infer that you were taking my tickets and ignoring them.

I guess it comes down to this... I sent a support email that was recieved(I recieved tracking #), and I did not know the number(and I still dont) to the actuall facility. As I stated earlier I sort of swallowed the slow connection simply because it isnt extremely important to have a super fast connection(but I was irritated by the fact that the server basically served pages to me and it was still slow). After sending in the support email(saying SERVER DOWN) I took it sort of as a slap in the face that nothing was done about it, and after waiting till this afternoon(to see if anyone would get on it) I decided to come here.

As far as ICQ I was unable to get to my personal computer today to contact you via ICQ, and thus relied on my support email(sent last night) that I sent to the designated address and telephone.

I hope you understand where I am coming from, I mean my server was down for a long period of time, and I did make a reasonable effort to have something done. Besides that fact I suppose I feel a tad bit embarrassed for coming down so harshly. As I said earlier I will contact you via ICQ about something else.

Read above, you gave no information to where you server was, wheather it was dedicated or shared or any information whatsoever to help us solve your problem and a tech did email you back asking for more information, which you did not provide.

Simply put we cannot help fix something without enough information to fix it.

If you want to discuss this issue more please send me an email.

This is getting old, but I will not be made out to be some "lunatic", AS I stated earlier what I put was an excerpt from the email and both ways that PWebtech has refferred to my server were in my signature(which I cut out from my post). Please let this be the last post.

Originally posted by jayglate

Also, reading your ticket gave us no information what so ever in what type of client you are. All you said was my server is down and we did email you back asking for more information and you sitll have not replied to the ticket.

*shakes head*

Jay

Its not usually the best idea to insult, and or talk about your clients management practices on a public forum.

A better solution would have been a simple post that says contact me to resolve the issue, and then its up to the client to take that step.

Just a thought, these posts can be resolved much easier

joe