This is the craziest thing I have ever heard of...
My server has been down for 2 days now.
BAGOOL.COM has his DNS as follows:
Name Server: NS2.RACKSHACK.NET
Name Server: NS1.BAGOOL.COM

When you go to my site, it brings up his placeholder.
Tech support has been of no help. Customer service told me to give the guy a call in Potugal! WTF?

This guy has violated RS AUP, and I am made to suffer! They will not pull him off the net work. As long as he remains on RS network, my IP points to him!

Ok, 2 days later, RS says I will have to wait ONE MORE DAY, so they can email this guy, who by the way, has been warned several times about this issue!

I don't believe this! I have never in my life seen a company treat their customers like this! My business will be down a total of 3 days plus, due to BAGOOL.COM breaking the AUP!

I have 100 domains. What if I did the same thing, and brought down 100 business's? And they would have to wait for me to respond on an email? INSANITY! NO! not pull me off immediatly, but send me an email. While other business's are down! IDIOTS!

RS could fix this and have me back on-line by simply pulling the AUP violator off of their network. But I have to suffer!
I have talked to 10 Techs, 2 customer support people, abuse@rackshack.net and they tell me I have to wait at least another 24 hours for a AUP violatior to respond to their email!

How can RS stay in business with this kind of Service?
I am so hot now, my hands are shaking!

Anyone who is thinking about RS, beware!
All it takes is someone to enter a wron Nameserver and your business will be down for over 3 days!

As for me, I sit here while my business points to BAGOOL.COM!!!
And they won't pull this AUP, TOS violator off of the network.
And what REALLY burns me up, is this guy has been warned several times according to the Techs!
AHHHHHHHHHHHHHHHHHHHHHH!

... Am i the only one not really following whats going on? :eek:

1. A RS user enters the wrong nameserver information.
2. This makes my IP point to his domain!
3. This guy has done this before and been warned.
4. I am down, and RS won't pull him off of their network until they email him.

Make sense now?

Originally posted by klexter
1. A RS user enters the wrong nameserver information.
2. This makes my IP point to his domain!
3. This guy has done this before and been warned.
4. I am down, and RS won't pull him off of their network until they email him.

Make sense now?

Ok, bad nameserver information wont affect where your ip points, you should be running your own dns. In the other case that he's holding control over your domain (which has happened to us once or twice with other domains), it shouldn't matter assuming his nameserver isn't listed to control your domain.

It does matter!
My domain is down!
RS can't fix it unless they pull him from the network.
I have tickets open that read a mile long!

Insanity!

6/10/02 1:12:01 AM
I loaded the IP address in the browser, At frist I got his normal ensim admin page,but after a few refreashed.. I got a ensim placeholder page for http://bagool.com/ .. I will keep looking into this issue,
6/10/02 1:29:01 AM
Ok I found out who has the IP address from a whois on bagool.com.

Please check Login: RS-8150-2 . The whois info points back to this account.
6/10/02 8:22:04 AM
[internal] This Server is not assigned to This Customer. Please look at RS-13343.


This clients IP should be:
xxxxxxxxxxxxxxx
goes to bagool.com homepage:

root@ensim admin]# whois bagool.com
[whois.crsnic.net]

Whois Server Version 1.3

Domain names in the .com, .net, and .org domains can now be registered
with many different competing registrars. Go to http://www.internic.net
for detailed information.

Domain Name: BAGOOL.COM
Registrar: GO DADDY SOFTWARE, INC.
Whois Server: whois.godaddy.com
Referral URL: http://registrar.godaddy.com
Name Server: NS2.RACKSHACK.NET
Name Server: NS1.BAGOOL.COM
Updated Date: 09-mar-2002


>>> Last update of whois database: Mon, 10 Jun 2002 04:48:41 EDT <<<


bagool appears not only to have a mis assigned / mis used IP but also is possibly going to create other errors with the
nameserver conflicts they are presenting // please investigate and resolve for client
6/10/02 11:04:05 AM
Could you please summarize exactly what you'd like us to do to what. This trouble ticket jumps back and forth in 5 directions.


CRAZY!!!!

.... So they assigned an IP address that wasn't theirs?

bagool appears not only to have a mis assigned / mis used IP but also is possibly going to create other errors with the
nameserver conflicts they are presenting // please investigate and resolve for client


That would make a lot more sense if i read that properly, considering nameserver stuff should have no effect on your domains as long as you're running your own nameservers :eek:.

That's the problem.
I don't have my own nameserver.
ns1.rackshack.net
ns2.rackshack.net

I guess I should go and buy a nameserver so this won't happen in the future.

The bottom line is:
They can fix me by pulling this guy off of their network.
He has been warned several times in the past for tis same issue.
Now I suffer, and wait for him to reply to an email.

you can set up your own name servers....read the rackshack forums...there are like 20 how-tos

Wow :eek:

I wasn't even aware rackshack provided free nameservers, thats a service you usually pay for, but it sounds like it's not much of a service to you. I would also recommend you run your own nameservers, sharing rackshack's is just a bad setup.

porcupines 1500th post :stickout. I'm right behind you porc.

As for klexter, give this guy in portugal a call make rackshack pay for the bill too.

LOL whoa didn't even notice that! (although i dont think it was this post, i think it was one of the others). And to think like 1400 was what? last week :D hehe

Yeah Right!
I think RS would have no problem paying for a call to this guy.

As I think about it, RS must have assigned this guy my IP also... If I remember DNS correctly.

All I know is this is the WORST service I have ever seen in my life.

They KNOW the guy is a fequent AUP violator because they have told me that over the phone.
I can't access my admin panel to make any changes either.

So, I am guessing, they will email this guy.
24 hours later, they will get a response.
Another 24 hours to let the guy fix his AUP violation.
Then another 24 to 72 hours for the DNS to propagate.
All at my expense.
RS Customer service is a total joke.

Why won't they just pull the guy's site off of the network?
That would be too simple.....

Yea i know rackshack's custome service department is an joke. I remember a few months back this company as selling out, and i had baught it already contracts signed and everything, and the contract stated i got everything revcom account,server,customers, etc.... But come to find out they were also selling the server to someone else ( that didnt pay yet but gave him access ) But it should have been 100% mine. So we ran into a password changing battle but you know how you can't change that one login info someone always could change the pass on each other. So i phoned them in and they were very rude, and told me not to call again, or they would take the server completely down. Hows that one sound for customer service... heh :rolleyes:

Hell, in your situation it would be faster for you to fly to portugal, kick the guys *** hack into his computer, and change dns your self lol, then fly back just in time for the propigation to swicth over.

Why does the Head Surfer allow his company to be run like this.
He reads the troubles, and yet nothing happens...

I guess when you have thousands of paying customers, and a few of them go down, who cares right?

In my case, it's so clear cut!

Someone violates an AUP, you take them down.
When they affect a paying customer, you take them down NOW!
You don't email the guy, and make the innocent customer pay!

I am just having a really hard time trying to understand why this is such a big deal!

Here is another senerio:

I take my server, and set it up to send out virus's to thousands of companies everyday. I also set it up to ping flood several large RS accounts.

RS users calling, and tell them that my server is bringing them down.
Tech support and Customer service tells them
"Yes, we know all about Klexter!
He has been warned in the past.
We understand your business is down, and you cannot operate. We will send Klexter an email politely asking him to turn off his virus and ping flood attacks. We are sorry, this is all we can do.
We can't take his offending server off of our network, until he responds to our email."

This is what it seems like my situation is....

... Am i the only one not really following whats going on?
No...:confused: And I do know a bit about name servers.

1. A RS user enters the wrong nameserver information.
2. This makes my IP point to his domain!
3. This guy has done this before and been warned.
4. I am down, and RS won't pull him off of their network until they email him.

So far, I assume you're also a customer of Rackshack, and that this guy got rackshack to create a zone for a domain he didn't own, but that you owned. Yours, which was already active, kind of got overriden by his newest one. That's for 1... 2 to 4 don't help much right now... (After reading the next messages, that would seem to be what happenned).

It does matter!
My domain is down!
RS can't fix it unless they pull him from the network.
I have tickets open that read a mile long!

If you have a server, why didn't you just go set up a DNS on that server, and update your domain records @ your registrars to point to that server instead of rackshack's or that other guy? Or are you a customer of his?

.... So they assigned an IP address that wasn't theirs?
I don't think that's possible either... The computer probably wouldn't be found (from the outside, that is), due mostly to a netmask problem.

Oh well... good luck. If you have access to your zone files and named.conf, maybe someone here could provide you with a temporary solution. The biggest problem in all this is retyping the 100 domain files and modifying named.conf... That could take a while.

regardless , the poster has done nothing , and has not recieved services he is paying for . RS doesnt have problems pulling racks on anyone else without warning , so im baffled here . This looks like an open and shut case , pull the violater , ask questions later . To sum it up , this is just another case of poor customer service , im not suprised though

Everyone here keeps suggesting he logs onto his server to either do this or that or to create a DNS server to start working around the problem. The problem is, he can't access his machine (from what it sounds like to me). Using his IP takes him to the wrong machine (and thus the domain name ends up at the same place). So he can't do squat until Rackshack makes his machine accessable. So knowing this, how do you suggest he connect to his machine to start resolving these issues?

Hal

Seems like an open and shut case to me. Shut down the violating server, route the ip to the proper payng client. When the violater gets back and asks why his server is down then you politely tell him its his own fault. Its not that hard to figure out here that you take care of the client that isn't at fault first and foremost.

I cannot access my box at all now. Instead of displaying the placeholder, this guy's domain has fully proagated.
Now when when my customers go to my sites, they get this stupid looking HEAD. Looks like my site sells drugs!

This is so out of hand, and no support.
And now that I see his site has fully propagated to my IP,
I will have to wait on the DNS propagation period..24 to 72 hours.

I may be down a week! Maybe more.....
Possibly enough time to just tell RS to stick their crappy service you know where, and go with a company that takes care of business's that go down...

( Sorry for the attitude here...I just feel so helpless, and at the mercy of RS )

Would anyone like to buy Banner Impressions?
Go to http://www.BAGOOL.COM

How about getting your site listed on 3 different PPC Search Engines?
http://www.BAGOOL.COM

Need traffic to your site? Free? Fraud Free Traffic Exchange System!
http://www.BAGOOL.COM

Ohhhh... I bet my customers are saying WTF!!!
I know I am!

Call Rackshack tech support on the phone. Calmly explain the situation again (that the other server has stolen your IP addresses and that they either need to 1.) remove the wrong entries from their DNS and 2.) remove the IP's from the other server) and make sure to get his or her full name. If they try and dismiss you explain why it is not acceptable to you and what you would like for the to do. You might have to run through it a few times so they know you simply will not hang up and let it go. If they still refuse to help you, ask to talk with a supervisor. It might take an hour on the phone, but I think you will get results if you are persistent enough (I know, a real pain, but it's probably your best option if you can no longer access your server.)

panopticon:
That's what I have been doing ALL day long! I have talked to almost every supervisor, customer support, and customer support supervisor. Email to abuse@rackshack.net

I have spent more than an hour on the phone today. Let's try about 3 hours...

Same old song and dance! Nothing they can do!
We will just have to wait on the AUP offender to reply to his email.

You can tell why I am so &**&(*&% off about the whole situation,
There is no one else to talk to.
I have been through the whole chain of command and then some.....

http://www.BAGOOL.COM
I guess is my new signature...

Well look like Rackshack has done it again. I actually look forward to all these problems, it's pretty humurous to me ;-). And it amazes me what people will put up with to save a few dollars..

Originally posted by klexter
Would anyone like to buy Banner Impressions?
Go to http://www.BAGOOL.COM . . . . . . . . I get:

" The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings."


Maybe somebody is doing something. :)

Klexter,

I think part of the trouble you're having is that no one here really understands exactly what the problem is.

What it sounds to me like is happening is that your site, www.xyz.tld, uses ns2.rackshack.net as its primary DNS server, and somebody else (bagool.com) has added an entry on ns2.rackshack.net which points www.xyz.tld to the IP address of www.bagool.com instead of to the IP address of your server. Is this correct? Perhaps if you explained what exactly is happening someone would be able to provide some more assistance...?

Yes, I can see the humor if I was standing on the other side of the fence!
I would be laughing my rear off!
Someday, when I can afford it, I'll come back to this forum, and laugh just like you are.

Sorry - didn't realize you had already spent so much time on the phone with them - my experience was that using the trouble ticket system / email you get the run around (tickets closed without fully reading them) but on the phone after I explained it a second time and simply refused to hang up I got them to look into it we finally got on track to fixing it. The first time he tried to dismiss me telling me to put in a trouble ticket so I simply expained that I had already put in 7 trouble ticekts - I simply kept explaining it and he finally listened. I was a little put off that he tried to dismiss me (there's nothing I can do) but with enough persistence and refusing to hang up I finally got him to stop "going by the book" and look a little deeper.

Especially if it is simply a matter of removing a bogus DNS record, I can't see why they would not do that. Are you sure the tech you talked to understood exactly what the problem was? I'm wondering if it sounded so complicated that they simply didn't know how to deal with it.

Well look like Rackshack has done it again. I actually look forward to all these problems, it's pretty humurous to me ;-). And it amazes me what people will put up with to save a few dollars..
:rolleyes:
Goose - I guess we'll be watching you and your host and eagerly awaiting your problems too so we can laugh at you - sorry but your comment seems rather rude. Remember not everyone is rolling in money to buy the most expensive server, and RackShack does have 6000 customers so percentage wise they're not batting that bad

I love reading these threads, no offense to the people who start them, to rackshack, etc. but some of the rest of us need business too! :D.

I have been in contact this evening with klexter over the phone a number of times. I was able to find part of the root of the problem with the IP confusion as he was given another IP but the IP wasn't taken out completely from being available in our database and it was given to someone else. this time not bagool.com :) ... but I communicated with one of our sysadmins at the datacenter to have the issue resolved and the sysadmin actually didnt give him a new server but seems that he did more than just that. he moved the box itself to a new subnet and changed the IP on the server so that it was accessable for klexter.
Klexter came in chat and was about to ask me what the progress was or else tell me that he got the new IP. and at that point I was still getting all the info taken care of for our databases and told him that I would call him. called him about 5 minutes later after all items were checked for him and made sure that there wasn't anything else needed at this point in time.
Also I gave him my personal e-mail address if there was anything else that he has a problem with in the future. I apologize that this has happened and strive that it doesn't get to this level again. I am glad that he initially called this evening so that I could get on this matter and get it resolved.


Briank
Rackshack.net Technical Support Supervisor

p.s. reason I don't have any other posts is cause I had to make a new login as my old one wouldn't look right on this board anymore :))

Ack,

At this rate we'll be knee deep in RS service & support personell soon :rolleyes: :D

Of all the people I talked to today, RS-Brian came through!
Wow!
This guy is on the ball!
When no one in the whole support team could figure anything out, Brian comes through!

Patience pays off I guess!
Or maybe I was just in the right place at the right time to talk to Brian!
Hats Off Brian!

Lol, I'm not sure I would call that patience, no offense.

none taken even by me... but I usually work evenings and I try to do what I can in my power for about any issue that I can.
:)
That is..... if I am able.. I try not to overstep my bounds that much though and still go by the book.

Briank
I gotta make a signiture for this now. :P
Rackshack Technical Support Supervisor

I had a similar problem a couple of months ago with my RS server. A guy whose server IP was one digit up from mine set up an IP based site using my IP (guess he thought he had ownership of adjacent IPs or something). Half the time you'd connect to my site, half the time you connected to his.

It wasn't fixed for six days, and not until I was able to get one of the support techs on the phone WHILE the IP was pointing to the other guy's address. Like you, I thanked them for solving the problem - completely forgetting how my server was unusable for six days.

I was told that these conflicts would be a thing of the past - guess I still have reason to worry.

Well, I have to at least thank RS-Brian
or I would be down for a few more days...

He was the only one who gave a sh*t about my problem, and followed through with it...

Originally posted by smidwap
Lol, I'm not sure I would call that patience, no offense.


:emlaugh: If something like this happens with me, i will go mad and probably get cluster headaches. :erm:

Well people like Brian (I know him) and Patrick really are very capable and profesional "saviours" when the s**t hits the fan. Thing is that with RackShack the s**t often hits the fan and to me this company is a joke. After 2 boxes and 1.5 years I had spent with them I think I am entitled to pass judgement. And out of a scale from 1 to 10 they are 0.5 ... :disagree: :disagree: :disagree:

RackShack.. thanks but NO THANKS!
A shame that good people like Brian or Patrick waste their talent there :unhappy:

Originally posted by mahinder



:emlaugh: If something like this happens with me, i will go mad and probably get cluster headaches. :erm:

i know exactly what you're taking about , i would flip out too . Should it really come to this in order to get decent support , shame on Rackshack .

panopticon I am the host, we run our own network so this never happens. It may of sounded rude, but I didn't mean it that way. There are a lot of people out there that want the world for 1 penny. All I was trying to say is if your getting such a good deal expect these problems. Don't post these items to forums because as far as I am concerned your just wasting time.

Originally posted by panopticon

:rolleyes:
Goose - I guess we'll be watching you and your host and eagerly awaiting your problems too so we can laugh at you - sorry but your comment seems rather rude. Remember not everyone is rolling in money to buy the most expensive server, and RackShack does have 6000 customers so percentage wise they're not batting that bad

Not really true, since they started being registered with the BBB, they have had over 150 complaints, many within the year 2001-2002, 50 to be exact. Now, while that may not mean much in the scope of things, it's still highly unlikely that if a company has that many reported violations, how many would there be that are unreported?

-- Jonathan

Originally posted by RS-Brian
I have been in contact this evening with klexter over the phone a number of times. I was able to find part of the root of the problem with the IP confusion as he was given another IP but the IP wasn't taken out completely from being available in our database and it was given to someone else. this time not bagool.com :) ... but I communicated with one of our sysadmins at the datacenter to have the issue resolved and the sysadmin actually didnt give him a new server but seems that he did more than just that. he moved the box itself to a new subnet and changed the IP on the server so that it was accessable for klexter.
Klexter came in chat and was about to ask me what the progress was or else tell me that he got the new IP. and at that point I was still getting all the info taken care of for our databases and told him that I would call him. called him about 5 minutes later after all items were checked for him and made sure that there wasn't anything else needed at this point in time.
Also I gave him my personal e-mail address if there was anything else that he has a problem with in the future. I apologize that this has happened and strive that it doesn't get to this level again. I am glad that he initially called this evening so that I could get on this matter and get it resolved.


Briank
Rackshack.net Technical Support Supervisor

p.s. reason I don't have any other posts is cause I had to make a new login as my old one wouldn't look right on this board anymore :))

Brian,

Your really one of the better RS people that i've dealt with in the past, keep up the good work.

-- Jonathan

Originally posted by jslivko


Not really true, since they started being registered with the BBB, they have had over 150 complaints, many within the year 2001-2002, 50 to be exact. Now, while that may not mean much in the scope of things, it's still highly unlikely that if a company has that many reported violations, how many would there be that are unreported?

-- Jonathan

It's also probably worth noting that the 150 complaints encompasses Everyone's Internet ( Dial Up Company ) and Rackshack.net, combined total of almost 200,000 customers and lets also not forget the complaints that come from people who the company tries to do everything in their power to help but still complain anyway, since it was brought up, I thought it should be clarified.

150/200,000=.00075.

Originally posted by Patrick-EV1


It's also probably worth noting that the 150 complaints encompasses Everyone's Internet ( Dial Up Company ) and Rackshack.net, combined total of almost 200,000 customers and lets also not forget the complaints that come from people who the company tries to do everything in their power to help but still complain anyway, since it was brought up, I thought it should be clarified.

150/200,000=.00075.

As a comparison I just checked the stats for Rackspace. 5600 customers at last count, and 0 complaints to the BBB.

0/5,600 = 0.000

Not saying Rackshack is bad, but .0075 is not necessarily something to brag about.

Wasnt bragging, merely pointing out that our equation isnt out of 5600 like Rackspace is, it's out of 200,000. When Rackspace hits 200,000 it'll be a fair comparison to see how well they can keep up the service level with all 200,000 and get no one complaining. :) It's just to bring things into perspective.

Originally posted by uuallan


As a comparison I just checked the stats for Rackspace. 5600 customers at last count, and 0 complaints to the BBB.

0/5,600 = 0.000

Not saying Rackshack is bad, but .0075 is not necessarily something to brag about. I would say, it's pretty durned good. Especially since it includes their dial-ups. And, personally, I think there is a huge difference between 200,000 customers and 5,600.

Originally posted by Patrick-EV1
Wasnt bragging, merely pointing out that our equation isnt out of 5600 like Rackspace is, it's out of 200,000. When Rackspace hits 200,000 it'll be a fair comparison to see how well they can keep up the service level with all 200,000 and get no one complaining. :) It's just to bring things into perspective.

Here is a more fair comparison. Earthlink has 4.8 Million subscribers and they have had 1055 BBB complaints over the last three years:

http://www.atlanta.bbb.org/common.html?location=/home/common/www/mis67/report.php&bureau=atlanta&compid=679

1055/4,800,000 = 0.00022

Again, I am not trying to put RackShack down, but the truth is your company is becoming important in the hosting world (I'm sure you agree). If you are going to be a hosting leader, it is important to respond like one. Not you personally -- obviously people have a lot of repect for your responsiveness -- but RackShack in general.

In terms of hosting customers only, think about the number of threads complaining about Rackshack versus Rackspace -- even though Rackspace has a few more customers, there are far less complaints about them here.

A customer shouldn't have to bring their Rackshack support issues here, they should be resolved in house. All the Rackshack threads serve here is to interrupt my flame wars :D -- and make me more crochety.