i have 5 accounts at hostrocket, cant ping them......no answer to trouble tickets!! Anyone having same problem?

Originally posted by dominet
i have 5 accounts at hostrocket, cant ping them......no answer to trouble tickets!! Anyone having same problem?

Yes, it was down for around 45 minutes.

any answer from them!?!?

im loosing lot of money! :(

VDI our network provider has been having intermittant network problems this morning which are clearing up right now. This had the majority of our customers sites and our ticket system unavailable for part of the morning (which is why you wernt getting ticket responses).

We are in the process of moving our ticket system along with another site to another network so that we can provide support and keep customers updated during an outage such as this.

-Brendan

Oops, spoke to soon, it seems to be down again. :(

Thanks brendan, i would suggest to massive email all your customers when hr has a problem like this!

Our main support and admin databases are hosted there as well :( We are in the process of moving them off site so we can keep users informed in situations like this.

-Brendan

Originally posted by HRBrendan
Our main support and admin databases are hosted there as well :( We are in the process of moving them off site so we can keep users informed in situations like this.

-Brendan

Any idea on how long the outage will last?

I'm really sorry.. but I can HR only give one more week. If there are again constant troubles I have to move my accounts.

nòóx, www.dh-rangers.com, www.downhill-board.com

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This is the last straw. My site: www.applimetrix.com has been hosted with Hostrocket for about the past three weeks. I haven't had more than a string of three days when something hasn't gone wrong. Today is just par for the course. My site has been down for 4 hours, and my email is toast.

To sum things up here:

1. Hostrocket provides a phone number on their website. I've tried calling it over the past three weeks. Every single time, it's the same message: "I'm sorry, the mailbox is full. Please hang up".

2. I read the guy's account in a related post about his service being shut down. I'd like to call attention to the trouble tickets he posted. In every case where I've had a problem, they were answered exactly the same way: by four different people with one sentence replies. Typically, I didn't have to wait long for a reply, but almost always I had to ask a second question because their responses didn't cover the breadth of my first question. Second questions are typically useless because someone else jumps into the fray with a canned response. Irritating.

3. I had one period of three days out of three weeks where nothing has gone wrong. Other than that, every day or every other day you can count on one of the following things happening: Your website isn't available for stretches of the day or your email doesn't work because the server can't be found.

I can't say how disappointed I've been in the service from HostRocket. It's truly upsetting. I applaud your choice to become an entrepreneur at a young age, Brendan- but you have a LOT to learn about providing good service. One or two problems a month with an explanation might be acceptable, but it would knock me to the floor if I could go just one week without a problem of some kind with your service.

In short, you've cost me money, time, and caused me to lose business. Step up to the plate and admit that you've got some issues to work on, and I'm sure that people would hold back some when discussing HostRocket. The problem here is that the service is unreliable, and you won't acknowledge it. You offer some great features and if you were ever able to put together reliable service you'd be a force to be reckoned with. Dump VDI- they're terrible.

Originally posted by noox
I'm really sorry.. but I can HR only give one more week. If there are again constant troubles I have to move my accounts.

nòóx, www.dh-rangers.com, www.downhill-board.com


can you really fault HR for this? if VDI is having problems, then so are many other hosts located at VDI. If you move your account to another VDI host then you're going to find the same outages regardless of who your actual host is.

As a customer of HR, what do you think they should do in a situation like this? what would you do if it were your company?

Chris

Originally posted by nexcess.net

As a customer of HR, what do you think they should do in a situation like this? what would you do if it were your company?

Chris

I would do what someone else mentioned, send a e-mail to all customers.

Generate a mailing list and send out a message to everyone updating them on the situation.

Pretty easy to do.

As a customer of HR, what do you think they should do in a situation like this? what would you do if it were your company?

I'd find another place to do buisness with instead of VDI.

Originally posted by nexcess.net


can you really fault HR for this? if VDI is having problems, then so are many other hosts located at VDI. If you move your account to another VDI host then you're going to find the same outages regardless of who your actual host is.

As a customer of HR, what do you think they should do in a situation like this? what would you do if it were your company?

Chris

Chris- Honestly, if things weren't so horrible to start out with at HostRocket, most customers would probably give them a free pass on this one. Bottom line is that there are a great number of people fed up.

Originally posted by Prince


I would do what someone else mentioned, send a e-mail to all customers.

Generate a mailing list and send out a message to everyone updating them on the situation.

Pretty easy to do.

I completely agree, keeping the client informed is of utmost importance.. but is that enough? Is an email saying "Our provider is down and will be for awhile" enough to keep clients happy?

It's hard to explain to clients that when coloc'd at a datacenter going to a competitor may not be the best option.. especially if the competitor is located in the same datacenter..

If there are larger problems outside of a datacenter's net connections then that's a different story...

Originally posted by Zorlac

I'd find another place to do buisness with instead of VDI.

Well, maybe. It depends on their track record I guess. Either way the immediate response would be to update your customers on the situation.

As far as I could tell the main HR site never went down. So, why not put a message on that site informing everyone of the problem.

Originally posted by jfraga


Chris- Honestly, if things weren't so horrible to start out with at HostRocket, most customers would probably give them a free pass on this one. Bottom line is that there are a great number of people fed up.

I don't have an account with hostrocket so I really can't comment on their service, if you say it's bad I have to take you at your word. I was just taking this incident (isolated from any other service problems) and pointing out that downtime due to a datacenter's net connection is technically not HR's fault.. that's all!!

I'm not saying client's should put up with bad service!! from any host!!

Sorry I was misunderstood!

Chris

Originally posted by nexcess.net


I completely agree, keeping the client informed is of utmost importance.. but is that enough? Is an email saying "Our provider is down and will be for awhile" enough to keep clients happy?

It's hard to explain to clients that when coloc'd at a datacenter going to a competitor may not be the best option.. especially if the competitor is located in the same datacenter..

If there are larger problems outside of a datacenter's net connections then that's a different story...

You could have a back-up internet connection, even if it's dial-up, for this type of outage. This would give the capabilty to send out a mass e-mail to customers

Originally posted by Prince


You could have a back-up internet connection, even if it's dial-up, for this type of outage. This would give the capabilty to send out a mass e-mail to customers

Prince, I understand the emailing part.. and I know how to get the email out.. the crux is that all of your sites are still down and it is not technically 'your fault' but reflects on you as a host. i'm going to start a new thread to address this issue directly.

Chris

Originally posted by Zorlac


I'd find another place to do buisness with instead of VDI.

You have a lot to say for someone without a name. what is your site ?

why should it matter? Im just stating my 2 cents. Thats all.

Originally posted by William


You have a lot to say for someone without a name. what is your site ?


:eek:

Yes, my site was down 3 or 4 times today too - but

1. It was VDI difficulties - not HR's fault
2. Generally the service is of a much higher standard, in my experience.

I know its frustrating - I have been through it. Thing is - and check this - I moved to HR from Hostiva, they were having REAL problems just after I joined them - not too long ago. I gave them 1 week, then quit when they were still not resolving anything.

I just went back to their forums and they have *slashed* the bandwidth allowance - even on existing customers. I am so glad I quit Hostiva.

Sorry if thats old news - but my point is, finding a highly reliable host *in this price range* is probably a little unrealistic.

My site is being served quickly from its servers (my visitors love it) and they have a fair old list of features for a very good price. I am tempting fate by posting in their defence so I'll stop now!

I hope your issues get resolved soon.

Originally posted by Zorlac I'd find another place to do buisness with instead of VDI.

why should it matter? Im just stating my 2 cents. Thats all.

Because it is a bit rude to say somethign like that without backing it up. If you had a business, you'd expect the same. Nothing more, nothing less.

recently day, my site down alot . I'm going to move after hosting with hostrocket a long time . Maybe go to aletia or hostway . Anyone recommends for a good host under 13/month? (damn, hostrocket said it's 9.95 , but indeed they charge monthly more 4,5 bucks than that) .

Originally posted by WebUser
recently day, my site down alot . I'm going to move after hosting with hostrocket a long time . Maybe go to aletia or hostway . Anyone recommends for a good host under 13/month? (damn, hostrocket said it's 9.95 , but indeed they charge monthly more 4,5 bucks than that) .

Have a look at hostmatters.com...:D
http://hostmatters.com/
I am a happy customer from them.

Originally posted by dominet
Thanks brendan, i would suggest to massive email all your customers when hr has a problem like this!

i think he should only do so to its dedicated server customers. because this will only add feul to fire if he email this info to his 1000's of shared hosting customers.

if my sites only where down for four hours I would be really happy...

the host I was on was constantly overloaded. (in noticed up to 25 downtimes of about 2 minutes per day)

So I was moved to another server. The new server didn't have that much downtimes, but was very slow at the times the old had the downtimes. So not really better.

When they moved my last domain to the new server lately, somthing happened with the DNS. I could not manage the mail and database stuff in the control panel.

Later they worked on that. Now If I want to access my first domain I get to the second account and if I access the second domain I get a "Forbidden" Did not get any support response since about half a day. I could not setup email on the new server since we where moved there.

Sorry, I can only laugh, or cry ... don't know :bawling: :D :bawling: