Hi all,

My Webreseller server went down after trying to reboot it (serverload was 20+). Of course I added a helpdesk ticket and I also called them but there was no one there and I had to leave a message.

Right now my server is already down 4 hours and I'd like to know if someone can provide me with some contact info so I can call them on another phone number (other than listed on their site)?

Or does someone have an ICQ number of them or MSN contact info?

Thanks in advance!

By the way: The post above is not meant to bash Webreseller. Just to get some contact info.

http://webreseller.net/contact.htm

Do u know what caused ur load to get to 20

Joe

I already called all those numbers, but had to leave a message.

I don't know what caused my serverload to get that high. After I noticed that serverload I logged in using SSH and used the "top" command.

I did not see exceptional tasks which used lots of power. The couple of minutes before I rebooted the server the cpu was 99% idle. What was strange is that somehow that same period the serverload jumped from 15 to more than 20.

I then decided to reboot the server and well...instead of a reboot it got down.

Maybe the load was caused by some hardware-failure?

Nobody? My server is already down 7 hours and I really like to have it up again.

bomb them with tickets :D
maybe the first got lost or sth.
so two is better than one ;-)

I already had opened two tickets. Opened another but that's the last one. Damn...I really hate this :(

Originally posted by Matlok
I already had opened two tickets. Opened another but that's the last one. Damn...I really hate this :(

That sucks man :bawling:

Yay! Server is back online :)
It took a bit too long, but hey, it's saturday :D

Topic can be closed.

Originally posted by Matlok
It took a bit too long, but hey, it's saturday :D


Hm ... I thought they offer 24/7 support? Yes, it's saturday but your customer would probably not care about this fact at all if the server is down for 7 hours. Well, at least mine don't ;)

cheers,
:beer:

Sorry for opening this thread again :)

I was considering webreseller.net after all the positive things i've read about them on this forum, but after reading this I'm not quite sure anymore.

I can't afford hours of downtime because no one is there to reboot the server...

To me it makes no difference if it's saturday or not, downtime is downtime. Emergency support should be 24/7 and fast.

I feel bad for Matlok......and his downtime....7 hours could the history of his business. :(

I was down a couple of Saturdays ago and I tried the reboot server thing....with no go...I then sent in a help ticket about a down server.About 10 to 15mins later I was up again....I don't know if I was lucky someone could get up again that quickly or not.

I heard this from someone else about being down over the weekend ...... this seems to be their only real problem .... I've seen this far.

I'd be willing to reboot things for them until they can get this covered as I'm only 20 to 30mins away from me.

Yes the weekends are important too and even more so...as I feel folks surf around looking for hosting providers more over the wekends......and or take notes on them.

Its not good for a business any downtime.....but sometimes it just can't be helped.

If they can or can't cover this fully over the weekends we as their clients should have full remote reboot access ability....to do this ourselves. I'd pay a small fee to have this control....its good for me and for them. :)




sorry....just my two cents.....

Originally posted by ALS

If they can or can't cover this fully over the weekends we as their clients should have full remote reboot access ability....to do this ourselves. I'd pay a small fee to have this control....its good for me and for them. :)

I agree !

Originally posted by barleduc
Sorry for opening this thread again :)

I was considering webreseller.net after all the positive things i've read about them on this forum, but after reading this I'm not quite sure anymore.

I can't afford hours of downtime because no one is there to reboot the server...

To me it makes no difference if it's saturday or not, downtime is downtime. Emergency support should be 24/7 and fast.

They are generally very responsive, but I have also experienced excessive downtime on a weekend. To me, if a company is going to advertise immediate 24x7 emergency support, they need to either provide it or stop advertising it.

Overall, I like webreseller. They are good people providing a quality service, and who otherwise seem genuinely interested in taking care of their customers. I am, however, watching this weekend support issue very closely, as it does need to be addressed.

Thats the only problem I've found....since being with them......pre-sales answers were what I wanted to hear....and setup was fast.....moving in questions werr answered timely. Down times on weekdays were gotten and fixed in mins after a ticket was sent in.....same with other help requests.

The only trouble that I've seen or heard of was the weekend....myself....as stated in this thread.....was my server down on a Saturday and was open after the ticket was sent in mins. Others have had far less success on getting their server up with hours of downtime.

So I can't complain....but next time it could be me.......down on the weekend for hours......this needs to be addressed.....either by them getting this covered more fully or us having full access to remote rebooting our own servers.

If they wish to keep the support at 24/7 fine with me......but like I posted before any downtime will hurt my business I'm sure it would others too so its not good for us or WebReseller.

Other wise they have been all I could ask for and then some......

I had to get a full restore a couple of weeks ago - they completed it in about 1-2 hours after I submitted the ticket. If my memory serves me correctly, I think it was on a weekend too. I've found them to have great service, especially considering the price.

Looks and sounds like they give almost as much support to the
semi-managed packages(servers) as their fully-managed.

I still would like either by them adding or an added extra for full control of a remote reboot access...just in case. The reboot thats there .....doesn't seem to work....I've done and others have with no help.

I can't complain about anything really as I have been taken care of so far.......but I'm alittle shell shocked...waiting for the other shoes to fall...as I've gone this route before with providers...I'm hoping nothing goes wrong....and everything works for me with them.

Here's to me finally finding a home......keeping my fingers crossed.......I don't run into any trouble like Matlok has.

My Webreseller server went down after trying to reboot it (serverload was 20+). Of course I added a helpdesk ticket and I also called them but there was no one there and I had to leave a message.

Just a couple of questions. We too where looking at webreseller for a dedicated server, but again, we are not to sure now. Can I just ask, what do you mean by a server load of 20+? We are new to the dedicated server side of things (been a virtual but need more flexability now). Pardon the newbie question.

As we are based in the UK, would a responce time be even worse for us? (Diff time zones) 7 hours is bad enough!!

As regards the remote boot, can this be done via a control panel? We where waiting for the Plesk servers. Can this be done with Plesk?

Thanks

... I am sure is just temporary. Webreseller is really one of our most valued competitors and we always admired his good work and will always be a role model to us and other dedicated server providers

Originally posted by Windowshost

As regards the remote boot, can this be done via a control panel? We where waiting for the Plesk servers. Can this be done with Plesk?

If your server is (completely) down, you won't be able to access the control panel either.

Ooh yeah, and Windowshost,
They answer their support tickets much faster normally :)

There's a link to your servers reboot elsewhere ....other then in the master control panel well this is with Ensim....I'm not sure about Plesk.

I get my tickets answered really fast from WebReseller

Whatever the reason is weekdays or weekend, I think Webreseller should provide an emergency contact info such as email-to-pager or AIM or whatever. I'd hate to see my server down more than 10 minutes, especially if it's a business or popular site. What do you think?

There's a link to your servers reboot elsewhere ....other then in the master control panel well this is with Ensim....I'm not sure about Plesk. Although this has nothing to do with the main issue of this thread, the answer is yes, Plesk has a reboot button to reboot the server. (We're using Plesk).

Matlok,

With our move going on there are a few problems with the pager notification system in regards to emergencies. I believe our CTO sent you an email and gave you his personal Cell Phone if you needed to get in touch with him.

We are indeed sorry that you had this problem and this situation is very uncharacteristic of our normal support procedures.

Thanx webreseller for informing us on this....other then Matlok's
long downtime....no one has had a down server for very long be it the weekend or weekday....that I know of or posted on it.

My own server downtime....was taken care of in a timely fashion....that I was happy about.

Hopefully for Matlok his downtime didn't cause him any troubles with his clients.

Webreseller your service has been great.....and I for one understand downtimes can happen......what matters to me is its taken care of as fast as possible with that downtime being as short as possible. This has happened for me......so I can't really complain in the least bit.

Webreseller: it's correct I got an emergency phone number. Thanks for that. I also want to say I really appreciate this and I'm confident these things won't happen again.

Apart from this problem support has been great. I'm really happy I joined you.

ALS: I didn't lose clients because of this. I'm not a webhost. I'm using the dedicated server for my own sites.

Matlok thats really good to hear..... :)

Yes as long as webresller addresses this ...... I would highly recommend them to those looking for a dedicated server. :)

I'm glad everything has worked out for you..........

We currently always have techs monitoring calls, however, weekends have been a problem and this WILL be taken care of within a few weeks... We want the ability to ALWAYS be there for our customers.

The switch to the new data center has made it tough trying to get everything in motion for the new support levels... We are always monitoring servers though... Matlok did slip through and we are not very happy about this at all.

Our customers are and will always be our number one focal point... This is one of the many reasons why you will not always see us put 100's of servers available at one time... We want to make sure our current customers are well looked over prior to adding more... Basic idea is "Add new customers, Evaluate, Adjust", if we keep with that plan we will always be able to offer quality service...

Thank You
Robert Greenawalt

Thanx Rob,

Thats what I needed to hear.....and does some of the others and would be future customers out. :)

Also thanx for the effort and the great service thus far...... :)

I agree with Robert, and I always believe "keeping existing customers" is 100x more important than "getting new customers", when your existing customers feel disappointed about your business, I'm sure your business cannot last longer than Xmonths. ;)

Webreseller I sent you two pre sales mails in last 4 days and have not been answered till now :( I've heard nothing but all good about you and believe you guys offer great support still I'm not very happy with the fact that my sales mails are not answered in a period of even 4 days.

I tried using chat over your site but all the times either your operaters were busy or none was available.

We have just started to take new sales calls, we have a very firm policy that when we run a promotion we cut back on sales to devote as much time that is needed to make sure all new and current customers are well under way and understand their new service.. You may contact us on AOL IM at webreseller between 9:00 AM and 6:00 PM

You mean to say I can not expect theanswer of my mail even now ?? :rolleyes:

Originally posted by webreseller
We have just started to take new sales calls, we have a very firm policy that when we run a promotion we cut back on sales to devote as much time that is needed to make sure all new and current customers are well under way and understand their new service..
This is a great policy to have in place! As mentioned earlier in this thread - it is a lot harder to get new customers than simply keeping your current ones satisfied.

Our customers are and will always be our number one focal point... This is one of the many reasons why you will not always see us put 100's of servers available at one time... We want to make sure our current customers are well looked over prior to adding more... Basic idea is "Add new customers, Evaluate, Adjust", if we keep with that plan we will always be able to offer quality service...
Very refreshing to see that some people use this philosophy in business...

Vito