Can someone help me?

These are the results that I'm getting from doing a traceroute:

I used tracert.com

traceroute: unknown host host.combustioncold.com

traceroute: host.combustioncold.com: no address associated with hostname

Thanks

I get the same over here from my home computer ?

This is what I got

Tracing route to host.combustioncold.com [216.251.32.98]
over a maximum of 30 hops:

1 45 ms 39 ms 39 ms 192.168.96.244
2 39 ms 39 ms 39 ms xxxxxx.advancedsl.com.ar [200.xx.xxx.xxx.]
3 48 ms 48 ms 49 ms ADSL240-49.advancedsl.com.ar [200.51.240.49]
4 45 ms 39 ms 39 ms ADSL240-94.advancedsl.com.ar [200.51.240.94]
5 51 ms 45 ms 39 ms core-wan-75-105.gigavia.com.ar [200.26.75.105]
6 49 ms 49 ms 49 ms A14-1-205-grtbueba1.ri.telefonica-data.net [213.
140.38.217]
7 169 ms 159 ms 159 ms So5-1-2-grtmiatc3.ri.telefonica-data.net [213.14
0.43.14]
8 169 ms 159 ms 159 ms GE6-0-0-grtmiatc2.ri.telefonica-data.net [213.14
0.37.221]
9 169 ms 159 ms 169 ms 500.POS1-1.IG3.MIA4.ALTER.NET [65.208.80.5]
10 169 ms 169 ms 169 ms 0.so-2-1-0.XR1.MIA4.ALTER.NET [152.63.83.178]
11 179 ms 179 ms 179 ms 206.at-1-0-0.TR1.ATL5.ALTER.NET [152.63.83.234]

12 209 ms 209 ms 209 ms 129.ATM7-0.TR1.TOR2.ALTER.NET [152.63.7.50]
13 209 ms 209 ms 209 ms 299.ATM6-0.XR1.TOR3.ALTER.NET [152.63.129.145]
14 209 ms 209 ms 209 ms 190.ATM6-0.GW1.TOR3.ALTER.NET [152.63.129.241]
15 * blueg2-gw.customer.alter.net [204.92.65.206] reports: Destination
net unreachable.

Thanks for your help.... we still seem to be having problems:(

there are 2 DNS servers for that host, and they are both the same machine, it looks like the DNS server isnt there, it may have crashed:

NS1: 216.251.45.11
NS2: 216.251.45.11

ping 216.251.46.11

Pinging 216.251.46.11 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Reply from 66.203.199.139: Destination host unreachable.

Hostopia.com has solved the problem. (after a lot of phone calls and emails from us) Thanks everyone for your help.

We were down from:

01/02/02 10:00PM - all sites went offline
01/03/02 4:30PM - all sites came back online

down almost 18.5 hours

Hi!
I guess hostopia is not the best at its speed.
They did give a wonderful toy pig angel to all those went for the webhosting expo in Washinton..
We had one such pig angel and we later found out that anyone who had it on his table had a bad day.... So we finally threw that pig out... It's just a superstition in our office... But we had a problem like that here.... :)

Have a great day :)

regards
amar


Originally posted by hayes
Hostopia.com has solved the problem. (after a lot of phone calls and emails from us) Thanks everyone for your help.

We were down from:

01/02/02 10:00PM - all sites went offline
01/03/02 4:30PM - all sites came back online

down almost 18.5 hours

Originally posted by bobcares
Hi!
I guess hostopia is not the best at its speed.

Have a great day :)

regards
amar




Hayes,

and everyone else that attempts to do a Trace Route on any sites hosted at Hostopia will be unsuccessful.

We do not allow pinging or trace-routes to our servers for security purposes primarily relating to prevention of relaying and DOS attacks so as a consequence all you will see is a time-out when you do this.

Our speed has been been benchmarked as part of numerous RFP's completed for some very large National Telco's and Cableco's. We have always maintained a very fast network and will continue to do so because our customers demand it.

The good news is that even our smallest reseller gets access to the same network used by these big players.

I hope that clears things up a bit.

Regards,
Franc

Originally posted by hayes
Hostopia.com has solved the problem. (after a lot of phone calls and emails from us) Thanks everyone for your help.

We were down from:

01/02/02 10:00PM - all sites went offline
01/03/02 4:30PM - all sites came back online

down almost 18.5 hours

Hayes,

You were correct and you have my apology for the down-time that you suffered.

The reason the problem was isolated to you alone was because of your private label name servers. The IP range for your private label name servers were not added to the routing tables of a new peering partner which meant that customers trying to reach these websites through this partner could not resolve. This was our mistake and was the reason why your sites took so long to come online again.

I know you are frustrated and I apologize.

I completely understand if you decide to move to another provider for your services and we will assist you in any way and at no cost to do so. However, I would appreciate it if you gave us another chance.

On a final note, you have the right to voice your opinion about our services, however you should realize that you hurt our business by posting negative messages about our services, particularly when our satisfied customers don't get a chance to voice theirs.

In this business, as in yours. reputation is everything.

We aim for 100% customer satisfaction but we all know that this is impossible. Even with a 99% satisfaction rate on 150,000 customers that still means that you will have 1,500 unhappy customers.

Because we don't require our partners to commit to a minimum contract this forces us to keep maintain a high level of service.

I hope we can resolve this (pun intended!:) )

By the way, I know someone that won the state lottery who was holding one of our pigs. She won't go anywhere without it ;)

Regards,
Franc

People say that Alabanza is expensive! which they are, but hostopia.com is worse!

We operate servers with both companies and when it comes to costs, Hostopia.com is more expensive. Last month our bill from Hostopia.com was $693.45 (CDN) for a total of 27 websites. (most of which are on the silver plan) On the other hand on our Alabanza servers we host approximately 300 some odd websites per server for a cost of $700/server/month (USD) plus extra monthly costs of around $300/server/month (USD). Both expensive, but when you compare the 2 Alabanza is cheaper.

Since our first day with Hostopia.com we have been subsidizing the server as we have not been at their minimum $450.00/month. We only used their systems for clients that required something other that what we received from Alabanza. Even if they were the same dollar amount I will still recommend Alabanza if you had to choose from one or the other.

Hostopia.com's tech support is all over the place, we always seem to get different answers from different people. Their staff do not know what the others are up to nor do they attempt to. There does not seem to be a ticketing system in place to so that they can efficiently follow support tickets nor are their support guarantees.

Our account rep. was apparently away while we were experiencing the above mentioned down time and we were unaware. We emailed him as well as left voice messages about the downtime but were never informed that he was away. He should of had an autoresponder in place as well as an updated voice mail message that stated that he was out of the office.

It seems that we are having problem after problem with Hostopia.com. At least with Alabanza we know what to expect. We know what they guarantee, when know what we receive if they do not fulfill that guarantee and we know that all of their staff are working off of the same system. They have an excellent tech support ticketing system and a system in place to solve/escalate all problems and questions. I can't say the same about Hostopia.com.

We have requested a Full Month Credit due to the downtime that we incurred. Not only should we receive it because we were down, but we advised Hostopia.com support as to what the problem was (our private label nameservers) and we when we attempted to contact our account rep. we were left in the lurch with nothing, no message stating that he was away no follow up call today, nothing.

"On a final note, you have the right to voice your opinion about our services, however you should realize that you hurt our business by posting negative messages about our services, particularly when our satisfied customers don't get a chance to voice theirs.

In this business, as in yours. reputation is everything." quote: Franc Nemanic

Franc, we strive to offer our customers excellent customer service. We have an excellent reputation with our clients and we intent to keep it that way. We voice our opinion here due to the lack of support and help that we receive when dealing directly with your staff. This way at least we have you (the President) reading about our problems/comments.

As for hurting your business, we have never posted anything that is not true. So that being the case hostopia.com is hurting their own business. We have no problem posting good experiences but it seems that with hostopia.com we always have some sort of problem being looked into or worked out.

I look forward to your response as well as to our request for a 1 month credit.

Sincerely,

Hayes

P.S. Offering a 99.9% uptime guarantee is only as good as what you get if hostopia.com breaks the guarantee.

It should look something like this on your site:

Network Uptime Guarantee
The Alabanza upstream providers (Qwest, FGC, and ATT) guarantee that our network will be available at least 99.5% of any full month. If that goal is not met, Alabanza will pass 100% of the credit from the upstream providers to its clients in a pro-rata fashion.

Support Guarantee
Alabanza guarantees that clients will receive a human generated response to new legitimate support requests within 48 hours. Failure to meet this guarantee will warrant 1 day's credit on the affected server(s) to the client's account.


I know that these guarantees are real as we have called Alabanza on them and have received the credits!

Hayes,

and as the customer you can exercise the right to fire us.

I hesitate to respond to these message postings because they often devolve into negative experiences and nobody wins in the process.

Instead of airing this information publicly it would have been nice if you had chosen to contact me directly as I have offered previously.

As I said in a previous post, we acknowledged that we were in error and that the error was isolated to you alone, so I have not questioned the truth of your assertions.

However, my point was that no one is perfect and the internet is far from perfect so there will be problems from time to time and that is the truth. Does this mean that as a customer you are justified in posting every negative experience that you have?

I was disappointed in that you started 4 separate threads on the same issue without giving us time to respond adequately to the technical problem. We acknowledged that you were down for the 18 hours that you described previously, yet you also noted that we got you back up. The people reading this post have all experienced downtime so that's not unusual enough to post it each time it occurs.

Do a search on Alabanza in this board and you'll see a slew of negative posts. Does this mean they should be avoided or do a bad job? I bet the vast majority of their customers are quite satisfied.

What confuses me and perhaps the others on this board is your company's decision to maintain its services with our company.

Unlike Alabanza and other companies we do not have a minimum contractual commitment -- you can leave at any time.

Anybody reading the above would conclude that you have nothing positive to say about our company and many negatives yet you continue to maintain a partnership with us.

During the year that you have been with us you must admit that we have released an amazing new set of Windows features and other applications that blow away anything else out there. Our customers receive all new features and updates at no cost and on a constant basis. We have won awards and received many featured write-ups in prominent magazines and we just closed a $5 million dollar financing round so we must be doing something right.

We maintain a very strong SLA which unlike others covers not only Network Uptime, Web Uptime, and Mail Uptime. Of these I believe mail is the most important and in that area we have maintained a near perfect record as you can attest. You spoke with a live human support person within a short period of time after reporting your problem and it was dealt with in far less time than Alabanza's 48 hour guaranteed response. As a customer I would rather have my problem solved than acknowledged.

You have received credits from us on previous occasions so you know we have been fair in the past.

Being upbraided in public is challenging to deal with without coming across as petulant so I hope that I have struck the right balance.

If you want to continue our partnership I suggest that we take this conversation offline since I am sure that people have more interesting ways of spending their time.

I believe that we have a winning reputation for a reason and it is unfortunate that I can't have one of my many satisfied customers providing the response to your posts rather than me.

There is a corny old expression which says that "you can attract more flies with a drop of honey than you can with a gallon of vinegar." The funny thing is that I believe this to be true.

I am offering you a drop of honey.


Thank you,
Franc


On a final note, we have just decided to double the bandwidth and disk space allocations on every single plan across the board at no cost to our customers. This will be effective by February 1.

Well said Frac. I must really confess that you have really impressed me. :)
You are very correct in writing what you have written. I guess we must all see the other side and only then get angry at the providers. Some times it may the upime provider who may be at fault but the provider is blamed. Not just that there may be bad experiences but we must try to solve issues rather than create more isssues. Our aim as a provider is to give good products/services and I feel you are good at it...


I wish hostopia the very best.

Have a great day :)

regards
amar

P.S. If you have a pig angel from the Expo... Remove it from your office for a few days...
;) .... Just kidding. The pig angel really looks cute...

"Currently our sites are all down (over 12 hours) and we have yet to hear back from support. We have emailed and called tech support as well as our acct exe. but have not received any confirmation of what the problem is and that they are working on it.... definitely not happy with the level of support that we are receiving."

Franc, we were down for 12 hours with no word from hostopia.com as to what the problem was or that they were looking into it. We had no other choice but to post in these forums. We had all of our web sites down with most of the clients calling us demanding answers. Imaging some of your servers went offline and your tech support did not get back to you with what was going on for over 12 hours. I'm sure that you would not be impressed. Please try to put yourself in our shoes.... we are a small web hosting company trying to offer a quality service to all of our clients. Downtime like that could destroy our business.

As for Alabanza, I'm sure that they have there happy customers as well as their unhappy customers but with them at least we know what to expect. With hostopia.com we are always guessing.

Franc, you might not be aware but we are responsible for helping hostopia.com become a truly private label provider. The whois records for your nameservers used to route back to Blue Genesis but due to our requests your team decided that it was a good idea to change the whois records. We might be a demanding client but I firmly believe that we are helping hostopia.com grow.

You should be happy, many clients leave unhappy with your service without saying anything. At least with us you can learn from our experiences as we are willing to take the time to share them with you.

As for the hostopia.com SLA, I would like to see it. Is it on your website? as I'm have not found it....

If you would like to take this conversation offline please feel free to email me with your responses to the following;

1. Why has our account exe. still not contacted us....I'm quite sure that he received many emails during the downtime. I understand that he was on vacation but I would expect a follow up call as that is what we would do with our clients.

2. I would like a copy of the SLA. Please forward it to me when you have a second.

3. A response to our request for a 1 month bill credit

Franc, we are a demanding client and I am aware of that, but it is only because of our drive to provide excellent customer service to our clients that we require such attention. We provide 24/7 toll free tech support so it is necessary that we have partners that work with us to help us maintain the level of quality that we work hard to provide.

I don't think that we are out of line by posting here and I don't think that "people have more interesting ways of spending their time." If they did not want to be in these forums or read this thread they wouldn't.

Lastly, on a positive note, congratulations on getting the 5 Million dollars in financing! I'm sure that it is because of your leadership that hostopia.com has received these funds.

I'm also glad to hear that the packages will be getting larger in February as this will make our clients happy.

I look forward to hearing back from you.

Hayes.:)