Okay,
Does anyone know anything about Lightone.net? We have a server in Denver with them. It was out for about an hour yesterday and it out now again. Email's sent to the pager@... address never get a response. No one *ever* answers the toll free number ((800) 789-9092).

We have the server there because they are served by Cogent and we can get a lot of bandwidth cheaply. I may HAVE to host this in house, as this lack of contact drives me crazy.

PS Their website is hosted by Cogent in Philadelphia and we are hosted at Cogent in Denver. I do not know the connection.


Drew Nichols

It's been a few hours and no response to numerous pages.

The 800# puts me on hold and then says "voice mail full"

You get what you pay for I know I know. :)

You said it not me :)

Technically they are competition.

At the time I got the order for the server I was in Miami and did not have the means to set the client up. So I explained I was putting him with a company out of Denver and would offer support and so on.

Nontheless, as a smart person, I made daily back-ups of his 2GB of files. So a freshly backed up server is going online in OUR datacenter by 9:00 tonight. And the client: he'll get a refund.

Lightone: I'll try my damndest to get a refund for at least a month. No contact for over four business hours and a "full" voice mailbox -- bad bad signs. Maybe they went to Salt Lake City Olympics??

Drew

i'm in the same situation as you, but the worst thing is i haven't any spare servers to backup, so the whole thing is down.

see my comment at http://www.webhostingtalk.com/showthread.php?s=&postid=249191#post249191

Before I can earn money, I start losing money now :bawling:

Im down for the past 4 hours today. I even went as far as to call Fortis Communications (provider who LightOne gets cogent from) and they gave me Brian, a tech at light ones cell phone... I called, Brian said he was on the way to the Data Center to see what is going on with our servers. That was 4 hours ago, still no response.. I think i will be looking for a refund and could turn into big issue as i just got dumped by 2 major hostee's because Chris and his employee's aren't fufilling their 24x7 800 and email support. Chris, if your reading this, i want a phone call to my cell phone IMMEDIATLY!

Hmm they wernt even aware they had a whole network outage... interesting...

Well, this will put them out of bus. fast.

Bringing the client online here in Atlanta as we speak.

Drew

i think they at least the first thing to do is explain the whole situation by ICQ or email, take and reply the voice message, and redirect all of our IPs to a page that explaining the whole situation, this could be a lot better.

Im tired of this, Chris, if your reading this I want atleast a month credited back to me cause 6hours downtime today plus an hour yesterday is not exceptable. If i loose this client, you will ahve mor than 1 client to loose as I will hold you responsible for not fixing this issue. I need you or someone of your staff to call my phone number on file ASAP... 8:30pm CST i start taking actions.

Im not sure about there contract, but outages do happen, and there probably not liable for them

Joe

...THIS would be my reply to this

http://webhostingtalk.com/showthread.php?s=&postid=249274#post249274 ;)

Let's continue this discussion THERE, no need for multiple (confusing) threads :o

Downtime reasons:

Last night, we made a move for more space and better connectivity across the street. APX 15-1hr per client was down (1hr if there were complications). We did this extremely early in the morning to minimize problems.

Earlier, 2-3 hour outage because of a power problem at the new place. We ordered numerous industrial power back ups (even though the place has UPS.. no idea what the exact problem is).

As for no responce, we all we're down there working on the issue (besides one person which was overloaded with calls). All emails sent to pager@ are read and the problems are fixed (not always answered).

SLA - We plan to stand behind our service level agreement and upon request people will be credited persuant to the SLA.

We are very sorry to all of our clients that were down during this changeover.

Originally posted by lightone
Downtime reasons:

Last night, we made a move for more space and better connectivity across the street. APX 15-1hr per client was down (1hr if there were complications). We did this extremely early in the morning to minimize problems.

Earlier, 2-3 hour outage because of a power problem at the new place. We ordered numerous industrial power back ups (even though the place has UPS.. no idea what the exact problem is).

As for no responce, we all we're down there working on the issue (besides one person which was overloaded with calls). All emails sent to pager@ are read and the problems are fixed (not always answered).

SLA - We plan to stand behind our service level agreement and upon request people will be credited persuant to the SLA.

We are very sorry to all of our clients that were down during this changeover.


I'm not a customer, but, I haven't seen any say that you sent any prior notification....... If you woulda sent out a mail to all your customers, I'm sure they woulda been just happy, and you wouldn't see all of the hateful lightone remarks....

I feel your pain re: being covered with work and unable to answer calls.

BUT leave a message on your voice box or try to take calls or post here or anything so we know that you know there is a problem. Get a pager w/ toll free # and voice mail and dedicate it to "network status line."

Anything.

Drew

So, how is it now? I am in the final decision making process for the server. Do you guys still feel OK with it?

I don't want to pay hundreds setup fees, and then got no services at all.

What do you guys think about it now?

Thanks.

the problem seems to be fixed, I accept the apology from Chris, and still recommand people to sign-up with them if you consider cost cutting is the prime factor of your business :)