To all current and former DIY customers:

Our site has been down for almost 5 days. Are we the only DIY customers who are experiencing this downtime?

We have absolutely NO ACCESS to our CP. Are we the only one's with this problem?

Since the only way to submit a support ticket is through our CP, then how do we submit a support ticket?

If DIY says they have 24/7 tech support, and we can’t submit a support ticket, I would think we could contact them over the phone. We can’t. After making our choices and then listening to music for a couple of minutes, a gentleman tells us to kindly leave a message. We didn’t leave one this time because we have many times in the past and no one ever calls back. What do they use their phones for?

They offer live chat on their site, but it is only available between the hours of 9AM to 5PM est., Mon – Fri. That doesn’t help us at 3AM central.

Does anyone know how to get in touch with DIY?

Simon must be out of town. I have tried to repeatedly reach him over the past 5 days with no success. Does anyone know how to reach Simon?

Our account payment is coming up on the 7th. How do we get a refund for all of this downtime? Does anyone know?

If anyone can answer any of these questions, it would be very much appreciated.

Thank you,

B2b3

B2b3,

Are you a HSphere customer?

If so, try the following URL to access your control panel. http://cp.ihservers.com:8080

If you are not a HSphere customer, try http://www.diysupport.com/helpdesk/

Hi Equentity - Jamie,

Thanks for the tip! I will give it a shot and let you know if it works or not.

Thanks again,

b2b3

Not a problem b2b3, it took 30 seconds of research which you could have easily done yourself. ;)

Yes, it worked! Thanks!:)

Hi Equentity - Jamie,

Since you seem to be in the loop, maybe you can assist me with this.

DIY told us that our site isn't showing any errors. I just pulled a 500 Server error out of our logs. From what I understand, this is what that error means:

500 internal server error, means that a request for a URL has triggered a fault with the Web server. It is likely that a server configuration change, CGI script, Java servlet, or other server side application has caused a fault.

Now, we have no CGI script on the site, no java servlet either. I would tend to believe that it would be related to a server configuration change. Do you have any idea what might have triggered this error?

Thanks!

Since you seem to be in the loop,

Not in the loop, I just possess the given gift to be able to visit diysupport.com, click "Open a ticket", and see two links that show you how to get support. ;) I would have thought everybody else had that ability as well. :)

Do you have any idea what might have triggered this error?

Afraid I don't, sorry.

Not in the loop, I just possess the given gift to be able to visit diysupport.com, click "Open a ticket", and see two links that show you how to get support. I would have thought everybody else had that ability as well.

Well, you see, we were told by DIY (via email) about two weeks ago that diysupport.com was no longer available for support purposes. The last time we visited that page, there was nothing there to help us. We were told that the only way we could submit a ticket, was through our CP. Simon also personally told me this.

In addition, we submitted two support tickets about 5 days ago. They answered them by telling us that there was no error being reported by our site. They then said that they would have to move our site to another server if this kept on happening.

That was 4.5 days ago. Our site has been down for 5 days. They have not moved it. They have not responded back to us regarding that ticket since then.

We have a business to run here and we are trying to help our clients hour by hour. That makes our job a little difficult if we have to also try and figure out what DIY should be figuring out.

So you see, it isn't because we are not in touch with the system. We shouldn't have to be. That is their job and that is what we pay them for.

I have been extremely patient for the last 3.5 months since all of our problems with DIY began. I'm sorry, but I am starting to lose my patience.

I understand from posts on this site that the reason for all of the problems is the fact that they need to get adjusted to running DIY. I feel for them!:rolleyes: It's unfortunate that we (the customer) has to pay the price for their growing pains.

still down.... http://diyhosting.net/

Previously stated by: Equentity - Jamie
I just possess the given gift to be able to visit diysupport.com, click "Open a ticket", and see two links that show you how to get support. I would have thought everybody else had that ability as well.

diysupport.com states:

"DIY Support has changed. We will no longer be using the Cerberus ticket system. HSphere reseller cutomers will need to submit tickets in the HSphere control panel under there primary login. All other customers will need to submit tickets by clicking here."

We are an H-Sphere customer. The link on that page is designed for use by customers with another CP. It does not apply to us. So, I repeat, without access to our CP, there is no way to submit a ticket.

When we accessed our CP a while ago, we did get in. However, now we get a blank white page that doesn't load, just hangs.

So much for that fix...

Having the same problem. I happy so far to have only 2 sites down.

Simon has almost nothing else to do with DIY.

Can anybody from the new VIP company help us ?

I also left messege on the phone, no answer.