It has come to my attention that my Voxtreme-hosted website has been down for many hours. I contact them hours ago, but no response! And they do not update the info page either. Have they gone on holiday?

Sorry...didn't get it the first time, I need sleep! hah. See below

My site is down. Their site is not. We are on different servers in different data centers.

In that case:

I would keep emailing them..
Try calling them if possible.

Maybe they have ICQ?

They are in Ireland. I don't want to call them, obviously :) I will check if they have ICQ. They advertise 24/7 support. I believe that to mean 24 hours in every seven days. Or maybe "looks like 24/7 because we hide long response times behind various reasons, which for some reason never disappear".

I've seen Matthew on this forum, try PMing him ;)

-deleted-

This is the worst host on the earth! Argh! Does anybody out there know what happened to Matt, Philip, Fred, and Hendrik?

No idea!

Just to bump this thread. They have been offline for about 10 hours now with no explaination on their forum and no replies to support.
Customers are leaving the sinking ship in droves.

They are noticied about the problem, I think.
http://info.voxtreme.com/

noticed after 11 hours?? what kind of **** is that!!! 24/7 support? i am sick of this fake advertising i trusted them my business and they ruined it :angry:

Are your sites back up now?

Originally posted by nomercy
noticed after 11 hours?? what kind of **** is that!!! 24/7 support? i am sick of this fake advertising i trusted them my business and they ruined it :angry:

Sorry to hear about the bad luck you are having.

sites up

No explaination, apology, or offer of compensation. Nuts to them.

Yes - it's like they don't even care! They never guaranteed compensation or even uptime, obvious why now.

"We are working on it. Everybody has my apologies. I haven't been able to get through to NAC up until now."

I was told NAC was a reputable, "world-class" data center. And it takes 10 hours to get through? Who's BS'ing here?

What sort of uptime guarantee would you be happy with powerhost10k?

Cheers,

Good question jonny b ;)

10 hours and not being able to get through to NAC is a long time.
:eek: Who knows though.

http://www.voxtreme.com/

wow, best of luck Matt.

Happens to the best.

Just hope it never happens to those who were quick to offer some pearls of wisdom in this thread ;)

Matt - if I can be of any assistance - you know where I am....

Regards

Eladesor
___________________________________
Try something new -> WebHostsNation.com
___________________________________

In facing the problems of attacks...

And, to Voxtreme's credit, you can go to their web site and see the history. I don't think most hosts would be as open as they are in making all the issues public.

Thanks for the support guys, I missed this thread.

If anyone still doesn't have an explanation, please check our site and this (http://www.voxtreme.com/community/viewtopic.php?t=636) thread, which should clear things up.

Please let me know if I can answer any questions,


Matt

They are down again, no status updates, no visible progress. This is very disappointing. They said they were taking steps to prevent downtime. My s***-o-meter can't register this high...

so i am not alone :( we get promised 24/7 support and nobody is here. we get promised changes all we get is lies and it goes down again and again there is nobody answering tickets or emails.

Voxtreme's "24/7" support is a sham. They're lying to get customers, they're advertising untrue thing to get customers. Nobody is doing anything. Voxtreme says they are working to fix downtime, but they are not. They are not doing anything. They just don't care. How can they have "24/7" support as my tickets go unanswered, and simple problems go unresolved? It is my understanding that all that needs to be done to fix this problem is get the domains pointing to the IPs - I think they call this the "named" command (they being Voxtreme). IP access works fine. It's just the domains - but they're all that matters. Voxtreme is the worst hosting experience I have ever had. I can't believe I bought in to their lies and didn't move immeidately after the 12 hour downtime this thread was started on. I advise all people on these forums: when Voxtreme starts accepting orders again, do not bring them your business. They lie to get customers, and treat them like trash when they hook them. Do not trust Voxtreme. Choose a company with a postive track record. Voxtreme is not that company.



I realize a Vox spin doctor will come on here and try to make this "my complaint". Well it is not. I think I speak for most of their customers on the server that keeps going down.

Originally posted by powerhost10k
I think they call this the "named" command (they being Voxtreme). IP access works fine.

/etc/rc.d/init.d/named restart

from SSH.

Originally posted by Kiwi


/etc/rc.d/init.d/named restart

from SSH.

If only I had root access. :(

agreed :disagree: i get the feeling they are a bunch of school kids without real business experience doing this in their free time. i would not care as long as they are honest and dont ruin other peoples business.

They have no idea what they are doing.
Don't go there

Originally posted by Lucifer
They have no idea what they are doing.
Don't go there

You speak the truth. The message on their homepage is a PR stunt. They aren't doing anything.

Originally posted by boxi24
agreed :disagree: i get the feeling they are a bunch of school kids without real business experience doing this in their free time. i would not care as long as they are honest and dont ruin other peoples business.

Actually some of them have business experience! With a crappy host. Which shut down pretty suddenly. And from what I hear wasn't all that good while it was up.

Posted Thursday, April 18, 2002 - 1.52AM, by Matt
Whale is back online. Apache had crashed again.

Posted Thursday, April 18, 2002 - 1.29AM, by Matt
Apache crashed again, we are looking into it.

Posted Thursday, April 18, 2002 - 1.23AM, by Matt
Apache crashed again, we are looking into it.

Posted Wednesday, April 17, 2002 - 3.41AM, by Matt
Whale is up again.

Posted Wednesday, April 17, 2002 - 3.34AM, by Matt
Whale has been fork bombed again. Eta uptime = 5 mins.

Posted Tuesday, April 16, 2002 - 4.12PM, by Matt
As well as the recent hacking / fork bomb attacks on Whale, we have noticied Apache has failed, presenting 'out of memory messages'. With ~60 - 70% free, this leads us to believe it is either bad RAM, or a bad motherboard.

Seems he's been up 24/7 though :)

If he's a "kid" I think he skipped school :rolleyes:

I don't really know what's happening to their servers, but I'm thinking they are diverting all their attention to fixing the problem. As soon as a problem creeps up, I'd assume there would be a LOT of tickets. Answering them would provent them from fixing the server faster, thus making your tickets somewhat useless.

Again I do not know the entire facts, those are just my viewpoints according to the facts that I have devoured. :)

you need to calm down... internet goes down sometimes, and there was a very nice explanation on their website.

Secondly, during the downtime, how do you expect them to get tickets if their servers are down? Next, even if they did get them, they probably got a crap load of them, and can't go through each and everyone one of them that all ask the same thing, especially if they're trying to get answers themselves, and a solution.

i cannot even get my files off the server :( ticket has been open with highest priority for hours and no reply from "24/7 support" :rolleyes: any new host recommendation?

Originally posted by recon
you need to calm down... internet goes down sometimes, and there was a very nice explanation on their website.

Secondly, during the downtime, how do you expect them to get tickets if their servers are down? Next, even if they did get them, they probably got a crap load of them, and can't go through each and everyone one of them that all ask the same thing, especially if they're trying to get answers themselves, and a solution.

nonono!!!! the internet is up and their website as well. just customer websites are down and no word for hours from their staff. its not the first time happening it happens every day now.

Originally posted by recon
you need to calm down... internet goes down sometimes, and there was a very nice explanation on their website.
This has been happening on a DAILY basis. A day or two ago they were down for ten hours and it looks like they are going to beat that record today.
This is the WORST service I ever had the misfortune to see.

With all do respect!

What would you really expect, the owner of Voxtreme is in another country with the servers here in the USA, that means, whenever theirs a problem, they have to call or e-mail over here and get a hold of somebody, and we can all imagine the amount of time it takes getting in contact with the right person. Seems everyplace I call now days as voice mail, and nothing makes me madder :)

Voxtreme seems to be pretty popular here on the forum and I have always heard good comments until lately, maybe they should install servers onsite and manage them theirselves, they would probably save money in the long run and whenever their is a problem, they could fix it immediately.

With all respect it does not take 10 hours to do a phone call. True, i think they're in ireland. so it takes another 4-5 hours until they get out of bed :mad:

Still down

They have been up and down (mostly down:bawling: ) all afternoon and night. Looking like I will have to bail. I'll sleep on it though:sleeping: . Waiting on a reply as far as what the specific problem is and what is being done to keep it from happening again. Once it is fixed that is.:erm:

My website is up but my support tickets remain unanswered, even unassigned. 24/7 support. Ha.

Didn't they offer a refund to all clients on the server that has the problem ?
I mean they have no uptime guarantee, so they didn't have to offer a refund.

All Hosts have these kind of problems, it's how they act during these problems that shows you what kind of company they are.
It seems to me that Voxtreme are very open about whats happening, they even shut down sales until they sort it out.
And they have an off network site with the latest info about the problems.

They probably received hundreds of emails/tickets last night and since the server was down, and most clients would keep submitting new tickets when they don't get an immediate answer.
And if they still don't get an answer they post on the vox forum or here at WHT, I think vox will need a public relations officer to handle all the communications with clients while they are fixing the problem.

They can't handle 24/7 support and answer all these tickets/emails while they are trying to sort out the server, can they ?

Just imagine what you would do if you worked for vox.
I say give them a chance, they will want this sorted just as bad as you do.

Thank your for the comments.

We did offer a refund. The offer still stands.

The problem is with bad RAM causing Apache to crash. We are waiting for Pegasus to replace it.

We are working on a solution to be able to offer 24 / 7 support, we have openly stated we are not at this right now.

We can get hold of the people quickly enough, that isn't an issue.

Server down again for over an hour. No explanation, no reply to tickets. What is up with you guys?? I just want to get off the server but in cant even get to my files like this! I don't care if you need to replace RAM or not, but you have promised 24/7 support and now you're saying that you're working on supplying it? We have paid for this, guys! You lied to your customer and sold features that you cannot give. :mad: The only explanation about yesterday's big downtime we got was:

Apache died on Whale again sometime during the night, caused by the faulty hardware again.

I was offline most of yesterday, my mum is in hospital.

We cannot control Apache crashing, we can try to prevent it and find the cause. If it crashes, we can put it back up.

Never have we lied about the situation, we have been open and honest.

Email me at matt@voxtreme.com so I can resolve this to your satisfaction. This applies to others wishing to cancel too.

Originally posted by voxtreme-matt
We cannot control Apache crashing, we can try to prevent it and find the cause. If it crashes, we can put it back up.

Never have we lied about the situation, we have been open and honest.

Email me at matt@voxtreme.com so I can resolve this to your satisfaction. This applies to others wishing to cancel too.

Very true.

I just can't understand why most of you have to be so rude. If you are not happy, then just either wait it out or leave, but stop complaining and making things worse for voxtreme.

We too about a year ago had a leased server that kept on crashing almost every day, and it took almost 2 to 3 hours to reboot it every time because we could not get a prompt reply from the data center. Then one day the server decided to crash and there was no way for them to restart it, then they said they would switch the entire server and it took them almost 20 hours to do so. None of you have a clue as to how difficult it is to be in a situation where you can't get a quick response from the data center and at the same time you are getting hundreds of support tickets. The worst thing of all is that the host is in the blind in these situations because they can't control what’s being done to the server in the data center, which is thousands of miles away.

I know this is none of my business, I am just trying to make some of you understand that these things sometimes are beyond the immediate control of the host. It is obvious the voxtreme is showing its concern by making the announcement in their home page, which is definitely hurting their business.

Again, this is none of my business and I am sorry if I have offended anyone, I just wish you could understand what we hosts have to go through sometimes.

I sincerely wish you the best of luck Matt!

"I just can't understand why most of you have to be so rude."
Because this happened and happens so much.

"then just either wait it out or leave, but stop complaining and making things worse for voxtreme."
Generally, when people are dissatisfied with a service, they talk about it. That's why WHT has so many complaints. Many people ARE waiting it out, many people ARE leaving. But does that mean we don't have the right to complain? No.

" None of you have a clue as to how difficult it is to be in a situation where you can't get a quick response from the data center and at the same time you are getting hundreds of support tickets. "
How do you know nobody who is hosted at Voxtreme knows how difficult that is? And by the way, it wasn't hundreds of tickets. They have maybe 125 tickets TOTAL.

I am leaving, but I wish Voxtreme would 1) respond to support tickets before 2 days after they are created, 2) update us on the status. Yes, it MIGHT have taken them 10 hours to contact the data center. But why didn't they tell us? We have no idea what's happening.

Ive got a server in the same noc as them, they will normally reboot a server for you within 15 minutes. I have never had any problems with them taking longer or not being able to get through to them and i have phoned at all times of the day.

Originally posted by SplashHost.com
Ive got a server in the same noc as them, they will normally reboot a server for you within 15 minutes. I have never had any problems with them taking longer or not being able to get through to them and i have phoned at all times of the day.

Yes indeed, they WILL reboot the server, however it is quite obvious that this particular server has serious problems. Also, if the server runs ext2 and it crashes, then more than likely it will run a fsck and they can sometimes take a few hours to come back online.

We have done our best to update people throughout this period, yes, we still need to improve on it.

And yes, the response time for support tickets over the past week has been unacceptable, but yes, we are going to improve this.

Thank you to everyone for your support in this matter, we believe the problem has been sorted.

Matt

Guys, give Matt some time to resolve things. I can only imagine how much work they have right now and believe me, its not easy to work for 24 hours straight when things go wrong.