I've e-mailed serverhost probably more than 10 times over the past 2-3 weeks
saying that my reverse dns isn't working.

Having reverse dns was one of the things we agreed on when I signed up half a year ago. Over this half a year, I've had probably more than 20% of
downtime as defined by lack of reverse dns alone (not counting network
downtime, moving from one data center to another, and others).

Yes, web hosting does not require reverse dns. However, I had made it clear prior to signing up that my server was not to be used primarily for web
hosting, but for other legal purposes that comply with their AUP. Lack of
reverse dns makes the server of questionable use to me at this point in
time.

I've emailed support@ many times. Support *never* answers - does anybody deal with support for plusweb/serverhost/colorackspace other than Jeffrey?

He answered my email saying that he would fix my reverse dns over a week
ago. Since then, it's not been fixed, and he hasn't responded to a number of emails too.

These are the facts of my experience. Do you care about reverse dns? Probably not.

Do you care about getting some kind of response to support requests without having to post to a third party forum?

Jeffrey, feel free to defend yourself - I know you always do.

P.S. email replies to me won't get through for a while b'cos sneakemail is currently having database 'maintenance' or something.

The IP addresses are not delegated down to the client level, so as far as I know, Jeff cannot provide reverse IPs - it was one of the things I asked about when getting my server from them.

Not sure if this applies too. I also know someone who has been emailing Jeff about getting a server with him, and he has not replied in about 3-4 days, so this guy is taking his business elsewhere :(

-James

I was going to buy 2 servers off him... However, I haven't had a reply back in days.. guess like I have to take it elsewhere...

Jeff should def. be able to do reverse dns, if he himself doesnt own the ip address space, he can ask his upstream provider to do it, that is as long as your requesting space in blocks, but thats really how they should be delegated anyways.

You are only paying like $130 for like all these things, I don't think it comes with support :)

"You get what you pay for." Let's be frank. Verio's $425/mo RaQ4 server is no different than anyone else's $99 Cobalt. The support on a $99/RaQ4 will be inevitably less-involved.

Originally posted by WildWayz
The IP addresses are not delegated down to the client level, so as far as I know, Jeff cannot provide reverse IPs - it was one of the things I asked about when getting my server from them.


Not true. Jeff has done rdns for us before :)

Why don't you call his number? I've always been able to get a hold of Jeff or one of his employees when something serious has happened with my server. Five thumbs up for Jeff!

Originally posted by clocker1996


Not true. Jeff has done rdns for us before :)

He told me they didn't do reverse DNS :~(

Ah well - its not needed in my situation :D

--James

Originally posted by WildWayz
The IP addresses are not delegated down to the client level, so as far as I know, Jeff cannot provide reverse IPs - it was one of the things I asked about when getting my server from them.


I didn't want to saddle the forum with technical details, but...

> host -t ns 136.51.209.in-addr.arpa
136.51.209.in-addr.arpa name server PLUTO.NETDEPOT.COM
136.51.209.in-addr.arpa name server VULCAN.NETDEPOT.COM

> host -t ns 208.136.51.209.in-addr.arpa pluto.netdepot.com
Using domain server:
Name: pluto.netdepot.com
Address: 209.51.128.10
Aliases:

208.136.51.209.in-addr.arpa name server ns.plusweb.com

> host 209.51.136.208 ns.plusweb.com
Using domain server:
Name: ns.plusweb.com
Address: 209.51.154.2
Aliases:

Host not found.

This shows that the authoritative nameservers have attempted to delegate reverse dns for my ip to ns.plusweb.com. ns.plusweb.com simply isn't responding with anything. The best part of this is that for a couple of weeks or so (since my move from the previous data centre) about 3 weeks ago, reverse dns was working fine with this same exact system! ns.plusweb.com has simply decided to stop responding to PTR lookups for my ips.

Originally posted by cbaker17
Jeff should def. be able to do reverse dns, if he himself doesnt own the ip address space, he can ask his upstream provider to do it, that is as long as your requesting space in blocks, but thats really how they should be delegated anyways.


Yes, the recommended way of delegating reverse dns for ips is not the above fashion, but to do have the delegating name server do something like:
208 IN CNAME 208.208-222.136.51.209.in-addr.arpa.
209 IN CNAME 209.208-222.136.51.209.in-addr.arpa.
etc., and
208-222 IN NS ns.plusweb.com.
, and then ns.plusweb.com would be creating PTR records within the 208-222.136.51.209.in-addr.arpa zone as usual.

However, the method used by netdepot works too.

Originally posted by CLEARVERT
You are only paying like $130 for like all these things, I don't think it comes with support


Actually, I paid less than that, but I paid a year upfront. Anyway, what I paid shouldn't be the issue.

The support issue isn't about asking for help to fix my problem. This is about having the provider fix their own problem.

Originally posted by drewnick
"You get what you pay for." Let's be frank. Verio's $425/mo RaQ4 server is no different than anyone else's $99 Cobalt. The support on a $99/RaQ4 will be inevitably less-involved.


This is true some of the time, I guess.

Again, I reiterate that my problem wasn't to do with support for fixing a problem I created. Reverse dns was _working_. Somehow, they broke it. And let's face it... How hard is it to do reverse dns anyway? I can do it in a minute using djbdns, and it will take a bit more time in BIND... but 3 weeks? And not a hint of the progress on the issue, or why the problem is taking so much time to address, and an estimate of when the problem to be fixed?

Oh, and I only have good things to say about the data center and bandwidth that the server's getting... even if the bandwidth is 'only' cogent.


Originally posted by brandonk
Why don't you call his number? I've always been able to get a hold of Jeff or one of his employees when something serious has happened with my server. Five thumbs up for Jeff!


I have, twice, on different issues. Didn't get hold of Jeff either time. The guy who answers the phone will merrily take down my problem details, e-mail address and phone number, tell me that he'll look into it, and I'll never hear from him again.

I'm happy to hear that you've had good support from plusweb/serverhost/colorackspace. Perhaps I'm just the unlucky one, then :/ Might I ask what kinds of 'serious' support issues these usually are, and how quickly they get resolved?

My issues get resolved anywhere from ~ 1/2 hour (some reboots) to 3 weeks (and counting). I don't believe I've ever had any form of reply that they're looking into my problem or that they've fixed my problem, until I check on my own and find that it has been fixed. (The exception to this is that Jeffrey indicated over a week ago that he'd fix reverse dns.

Originally posted by WildWayz
He told me they didn't do reverse DNS :~(


If his situation has changed now such that he cannot offer reverse DNS any longer it seems to me that the decent thing to do is:
a) to inform me about it
b) offer compensation or allow me to find an alternate provider that suits my needs by giving me a pro-rated refund.

rather than simply keeping silent to me on this issue. It's the same if he can offer reverse DNS, but for whatever reason, has decided that it's no longer worth his trouble to do so.

Originally posted by drewnick
"You get what you pay for." Let's be frank. Verio's $425/mo RaQ4 server is no different than anyone else's $99 Cobalt. The support on a $99/RaQ4 will be inevitably less-involved.

Actually.... I think you have to pay extra for support at Verio... at least for some of it..

I do not host there but did look into it and know someone who does and he pays a fairly high hourly rate to get a lot of stuff done..

I'll pay my 99 bucks and take my chances on my limited knowledge...

"what's this do??" zzzzzzzzzzoooorrrkkkkkpppfffiitttt.... :blush:

Shortform

A few hours after I posted I did a reboot from my RaQ's control panel, and the server never came back up.

My server was rebooted everytime I called, unforunately their were errors with the machine. Serverhost performed like they should have, I just didn't know that. FSCK is going to be run on the machine which will hopefully bring it up.

Update: Server is back up and chugging away thanks to Jeff.

Im vconfused brandonk, are you talking about plusweb, i thought a few posts up you were talking about how good plusweb was..

Hey friend, read the first line of his (Brandon's) post:

"I take back my reply."


<grin>

Drew

You'll have to excuse Jeff. He's been sick the past few months -- sometimes worse then others. Seems this week hasn't been one of the best, unfortunately.

But normal support issues are still being taken care of, as usual. Contact details can be found at the following URL: http://www.colorackspace.com/contact.htm

I believe you need to check your spam blocker again -- I have sent you e-mails over the past few days and you haven't responded. Let me know via PM if you need me to resend.

Just to close this chapter/thread (been busy with personal things since then). Here's what I was happy and not happy about Jeff's response.

I was glad that Jeff e-mailed me on the same day as his post. He said that their DNS server was broken due to a botched move by one of his technicians, and that he'd asked the upstream provider to delegate reverse dns authority directly to my name server. He also said that he has been in bad health (hope you're better now Jeff!)

I was glad that he offered compensation.

I was glad that he apologized for the reverse dns downtime.

I replied saying that delegating reverse dns to me was fine, and that compensation is good, but not as good as getting assurances of that problems can be attended to in a more timely fashion.

I was glad that he checked back the next day to see if the upstream provider had sorted it out. This behaviour increases my confidence in him and serverhost's support.

I was not glad to come back after all this and read Jeff's post implying that the problem was one on my side. (Yes, I had a problem with my spam filter trashing certain mail) but that had been fixed.

Still, my issue was resolved.

Merry X'mas to all :) And remember to take care of your health, everybody. Especially watch out for your liver and those venereal diseases :p

Originally posted by pyng

Merry X'mas to all :) And remember to take care of your health, everybody. Especially watch out for your liver and those venereal diseases :p

Thank you for that pleasant reminder.

He should write for Hallmark eh? ::shudder::

I had no intention of inferring anything negative about you not getting any of my e-mails - it's just rather frustrating that when I go out of my way to make sure everything is taken care of that I never hear anything back from you. It makes me think that you didn't ever get the e-mail, and that I'm going to stop by here and see another nastygram about how I don't respond to e-mails when I try my best to respond to each and every e-mail I receive. I am truly sorry for the misunderstanding.

I believe this issue is resolved, and that the moderators can now lock the thread.

Happy holidays everyone, and best of luck in the new year.

Regards,

Originally posted by jkehe
it's just rather frustrating that when I go out of my way to make sure everything is taken care of that I never hear anything back from you. It makes me think that you didn't ever get the e-mail

Odd; that's how I feel too :)

[/QUOTE][/B]I believe this issue is resolved, and that the moderators can now lock the thread.
[/B][/QUOTE]

Yes, the support issue was resolved satisfactorily.