Hi,

We have a server at "webreseller.net". The WEBapplicance, SSH and telnet suddenly went away so we can not reach the server for administration tasks at all.

We sent "Emergency" support ticket more then 8 hours ago, we've not yet received a single respons. :mad:

..waiting for WebReseller.net support!!!

Kristian Hyllestad
SPINE AS (www.spine.no)
NOWAY

Did they give you an emergency phone number? They claim to have 24*7 support, but that's probably just marketing spin.

Originally posted by Kristian
Hi,

We have a server at "webreseller.net". The WEBapplicance, SSH and telnet suddenly went away so we can not reach the server for administration tasks at all.

We sent "Emergency" support ticket more then 8 hours ago, we've not yet received a single respons. :mad:

..waiting for WebReseller.net support!!!

Kristian Hyllestad
SPINE AS (www.spine.no)
NOWAY

http://www.webhostingtalk.com/showthread.php?s=&threadid=63502

lol welcome to my world this happend to me this weekend and i had like 36 hours downtime :( not my thoughts on a good weekend.

anyhow best of luck,

and bob thats what i said they say in thier SLA that the hardware will be replaced 2 hours after its found to be messed up so i talked to somone there and he said oh well they did'nt find out whats wrong with it or even look into it yet so you dont apply to get a refund.

i said it says staffed 24/7 so if they dont answer the emergency ticket withing 36 hours they expect to not give me a refund? i think not

anyhow enough ranting they best refund me or the whole log will come out and more on that later ;)

Hi,

There is an "emergency" phone number which we have not yet used.

Would assume 24/7 support would respond anyhow after 2 "emergency" tickets and 1 "high" response request ticket.

Don't excpect the immediate fix, but expect immediate respons to support ticket!

Just checked "helpdesk.webreseller.net" again, still no respons..

http://www.webreseller.net/contact.htm

Support Services
Please be sure to visit our support center prior to calling
(484) 875-0909

thats the # i called about 5-8 times and never once got a real person and i left 2 messages i do believe not once getting a call back :(

very unprofessional.

and i had submited a trouble ticket that is what took 36 hours to answer.

Hi,

Know what to expect now!

Already signed inn with "rackshack.net" similar server and software.

Originally posted by Kristian
Hi,

Know what to expect now!

Already signed inn with "rackshack.net" similar server and software.

lol not sure if that was a smart move either :(

i had a server @ rackshack that liked to crash and all they would offer me is a reboot i asked them to check for hardware issues they said ram was fine and would'nt look any further so i left :( thier support sucks at rackshack and i would'nt recommend them at all.

<edit> rackshack may answer tickets fast but that still does'nt mean thier support is good ;) </edit>

Originally posted by zdwebhosting

lol not sure if that was a smart move either :(

i had a server @ rackshack that liked to crash and all they would offer me is a reboot i asked them to check for hardware issues they said ram was fine and would'nt look any further so i left :( thier support sucks at rackshack and i would'nt recommend them at all.

<edit> rackshack may answer tickets fast but that still does'nt mean thier support is good ;) </edit>

Well..seems to be many different experiences with different hostcompanies on this forum which I've read quite a lot lately. So we'll give it a try. We are basically not a webhosting company so the process of changing hostcompany is not that hard anyway.

Thanks...

Originally posted by Kristian


Well..seems to be many different experiences with different hostcompanies on this forum which I've read quite a lot lately. So we'll give it a try. We are basically not a webhosting company so the process of changing hostcompany is not that hard anyway.

Thanks...

yea they are great for some not so great for others basically luck of the draw on servers there it seems.

hopefully you get a good one ;)

Can u please contact me with your info about this issue Kristian to

joew@webreseller.net


Also if you are using ensim, and the site listed below is the one, I would advise logging into your ensim control panel and restarting the ssh/telnet client.

You should be able to do those admin tasks and is probably not a emergency if that is what it takes.

Also Zac im not sure what your intensions are from reading your post, but they are not making me real happy, it is unfortunate that you proceed in these measures with threatening tones, but that is up too you.

Thanks

Hi joew,

Originally posted by JBIZ718
Can u please contact me with your info about this issue Kristian to
joew@webreseller.net
Also if you are using ensim, and the site listed below is the one, I would advise logging into your ensim control panel and restarting the ssh/telnet client.
Thanks

Thanks..mail sent.

As you see in the mail I'm not at all able to reach the server:
(1) try telnet to ns.maksweb.net - returns "Linux 2.4.9-12 (ns.maksweb.net) (12:59 on Tuesday, 30 July 2002) login: PAM Failure, aborting: Critical error - immediate abort"
(2) SSH returns no connection
(3) connecting our mailserver returns: "Errorcode: 2070
Explanation: Error when trying to log into your mailserver!
Additional info: ipop3d: error while loading shared libraries: libgssapi_krb5.so.2: cannot load shared object file: No such file or directory
(4) starting WEBppliance - WEBppliance show a page to setting up the software.

So it's really gone...at least from Norway.:rolleyes: Not able to do anything. Still no response on "helpdesk.webreseller.net".:mad:

Thanks...

well I guess you get what you pay for

get a server at voxel or pwebtech
those are the two really reliable companies i can think of right now


i highly doubt they would let an emergency situation last longer then a few mins :) unlike webreseller.net with the 8 long hours

i would of said rackspace, but rackspace == arm and a leg

Clocker I really dont think your comments are needed in this situation, did u read the rules, can u do that.

I don't think he knows how to say much of anything good, Joe.
Best bet is to just ignore him. :rolleyes:

SWR, what are the odds on that bet?

It really concerns me that these support situations are happening with webreseller. What’s bothering me is how Joe has been so defensive at this situation instead of finding out what the problem is and why these two clients zdwebhosting and kristian felt thru the cracks. Why kristian submitted an EMERGENCY support ticket which went unanswered for 8 hours. This is the hosting industry every minute of downtime counts!!!! I feel that in stead of been so defensive he should find out what happened to these two clients and then come back and defend your company or apologize its simple as that. Not that I'm telling Joe what to do it’s just how I would have done it.

We have also seen that webreseller's support is getting to be a little bit slow.

I guess its usually normal for a hosting company's support to slow down after a major move has taken place - like webreseller..

Originally posted by edude
I guess its usually normal for a hosting company's support to slow down after a major move has taken place - like webreseller..

On that note as far as we are concerned the move is still going on :mad: we never received a notice stating that the move has been completed. Neither did we receive any notices in between telling us the status of the move. If these smalls problems are happening now that they are small (400 - 600 servers) what will happen when they get big.

--------------------------------------------------------------------------------
Originally posted by edude
I guess its usually normal for a hosting company's support to slow down after a major move has taken place - like webreseller..
--------------------------------------------------------------------------------


I signed for a Unix plan with Webreseller 24 hours ago, so I hope the only reason is the move... :D I'm waiting for the activation now.

Originally posted by edude
SWR, what are the odds on that bet? :D I think we both know; it ain't gonna happen. :D

Originally posted by JBIZ718

........... but they are not making me real happy, ........



And when Joe gets unhappy, people frigging die!!!

- Austin Powers (Kind of)

I just wanted to let you all know that my title Director of Sales is about where my job starts and where it ends. I just so happen to want to help these people and see if there is anything I can do to fix the situation. Zac will say that I was able to help him, and my job role stops at sales.
I do not like to see customers unhappy, so I do try to get to the bottom of a situation.

And if being defensive is please contact me email address, then im not sure what else I can do.

Originally posted by JBIZ718
Can u please contact me with your info about this issue Kristian to

joew@webreseller.net


Also if you are using ensim, and the site listed below is the one, I would advise logging into your ensim control panel and restarting the ssh/telnet client.

You should be able to do those admin tasks and is probably not a emergency if that is what it takes.

Also Zac im not sure what your intensions are from reading your post, but they are not making me real happy, it is unfortunate that you proceed in these measures with threatening tones, but that is up too you.

Thanks

threatening tones, NO they are MAD tones

I have had 0 problems with webreseller and i have been with them since march. Kristians probles look like he upgraded some librarys forcefully like maybe glibc and something went wrong.

Originally posted by globalwebhos
I have had 0 problems with webreseller and i have been with them since march. Kristians probles look like he upgraded some librarys forcefully like maybe glibc and something went wrong.

hope you dont have hardware problems then you will be as mad as me :angry:

now they say they are going to credit me but i want a REFUND to pay back refunded customers

Rather than start a new thread I thought i'd add to this one.

I have a server down and have opened an EMERGENCY support ticket. It has yet to be answered, nearly 1 hour later.

I have tried to phone their support number several times, No answer.

I've just emailed Joe to see if he can help.

Looks like webreseller do not have support at weekends. They say they have 24hr emergency support.......where is it?

Yet another very annoyed customer.

They sent out service Notice if you cared to read they were servicing there dns server for a ram upgrade I recived my notice a few days before and let my resellers know. You should pay more attention to your server. You should also shouldn't post so quickly and slander a good provider.

Very happy customer..:)

Customer Impact:12 midnight to 4am EST

On 08/25/02, all customers pointing DNS to phl004dn01.yipes.com

(66.54.175.122) and phl005dn01.yipes.com (66.54.175.3 for name resolution
will be down for 1 hr. maintenance is being performed.

Yipes is performing the following maintenance activity:

On 08/25/02, Yipes will be upgrading the RAM in these two DNS servers

which will cause an estimated 1 hr. loss of DNS service as this maintenance
is being completed.

Smokie - This has nothing to do with the Yipes maintenance, the server failed to restart after a reboot.

Still no reply from webreseller, either by mail, support ticket or phone :angry:

Originally posted by SpiralHost
Still no reply from webreseller, either by mail, support ticket or phone

Please let us know how this turns out.

~some sock~

Originally posted by Smokie
You should also shouldn't post so quickly and slander a good provider.

You shouldn't go throwing words like "slander" around without knowing what you're talking about.

~some sock~

Ive had an issue with them as of late as well. They were fine for 3 months, but I rebooted my server the other day and it didnt come back up. So I toss in a ticket. They say my root password doesnt work when it worked right before I rebooted it from within Ensim. I was told to wait 20 minutes and it will be back up.

I call back later and I was told they still could not get in it would take an hour more. I asked how much a restore would cost and was told that a restore was not an option. I asked why and was told it coudlnt be done.

I go out, as I had some banking to be done and I had to go to Queens as well. I come back and it is still not up. I try calling again and now no one answers the phone. I call all sorts of numbers. I did some digging and found some numbers that you wont find on their website. (PM me if you want the links to how I found those listed phone numbers. If there are many people looking for them I will post them)

After several hours of downtime and being left in the dark and unable to get in contact with anyone I get told it is up. I try to SSH in and my root password still doesnt work. I than spend almost half an hour trying to get them to reset it to something else.

I sent PM's to both Joseff Wishnoff on WHT and also webresller on WHT and got a response back that said that WHT is NOT to be used for support, that I am to call them or submit a ticket. This si what they said:

webreseller wrote on 08-24-2002 09:48 AM:
Why are you posing this here, this IS NOT our support area ? You need to enter a help desk ticket at helpdesk.webreseler.net. This is not a valid a support area. WHT is a forum that we check from time to time, if a server is ever down you must call or use our helpdesk.

Thank You
WEBRESELER

I did both and I was still unable to get in touch with anyone. Maybe if people answered the phone 24x7 like their site says, there wouldnt be this problem.

I also spoke to Joseff on another occasion:

First Joe Gombarick <joeg@webreseller.net> emailed me this:

According to our records, you are blocking pings and port 19635. These must be open for our control center to update and monitor your machine. Please open these ports in your firewall.

I emailed back this:

Considering the turnaround I usually get form you guys, its the least I can do. :)

I opened up the port and allowed pings. I guess its probably in the TOS or AUP some place that I shoudlnt have done that, sorry, wasnt thinking.

Thanks again!

PS--Any word when the Ensim 3.1 upgrade will be out? I am looking to trasfer all the domains from my other server to the one with you guys and the reseller tier would help a lot. It is a free upgrade for current Ensim users, right? I have only been trying to read up on it at the rackshack forums, but there isnt a lot of information.

Thanks!

He replied back in seconds:

Sales@webreseller.net handle all this fun stuff (the upgrades etc :) )
They have the information you need.

Good luck and I'm glad we've been able to make you happy with our service!

Joe

Joe asked me to help him out, was quick in replying and polite. I had a question for him, whcih he didnt know and he told me who to ask. I couldnt ask for more.

So I emailed sales this email:

Joe Gombarick had taken care of an issue with me and I asked him:

Any word when the Ensim 3.1 upgrade will be out? I am looking to trasfer all the domains from my other server to the one with you guys and the reseller tier would help a lot. It is a free upgrade for current Ensim users, right? I have only been trying to read up on it at the rackshack forums, but there isnt a lot of information.

He told me to email here.

Thanks!

--Brian

And to my surprise, I got in email back in under a minute. I was impressed until I read it:

http://www.ensim.com/products/webppliance/linux/3_1/demos/lhindex.html
Joseff Wishnoff
Director of Sales
joew@webreseller.net
www.webreseller.net
888-809-4638

He didnt bother to answer any of my questions, he didnt ask for clarification, he just sent me a link to the demo. As if I couldnt find it myself and he couldnt be bothered. Thanks for all your help Joseff! :disagree:

So I sent back an email clarifiying things:

I didnt make myself clear. I am already a customer. I already have Ensim 3.0. I have used the demo for 3.1. I have read the Technical PDF. The upgrade to 3.1 is not out yet.

Being you own the license and I dont, I can not upgrade it you must (thats all I know from following the rackshack forums).

If I can do it myself and do own the license on my server, please let me know.

I did not receive a speedy reply to this email. I didnt receive one at all. I waited a day and a half and than I called webreseller and spoke to Joseff who put me on hold. I waited 10 minutes, than called back and was bumped to Rob. Rob answered my questions.

Their network is fine. Their prices are good. Their customer service is horrible. If they need to lay someone off and cut back a little, I think Joseff should be the first to go. If sales are down, I think you need to look at the director himself and see whats going on. I used to swear by webreseller, fast network, good service, smart techs, great reponse time, now I find myself swearing in disgust.

If anyone doubts this, I will have no problem putting up screen captures of my emails to and from them.

All im going to say about this issue is this. In your first email, you did not state who you are. U never mentioned if you are a customer and or what you are exactly looking for.

Your following email was forwarded to Rob because I do not handle upgrades.

In regards to your phone call, unless you happen to talk to me during a 5 day period while I was in Philli, which I can honestly say I did not. It would be impossible for me to put you on hold, since I am located in Chicago and not on there central phone switch.

In regards to sales, they are moving along and up since I have gotten there.

Also though you degrate my performance at work you did seem to find it a channel to SPAM yesterday, with support related issues. I understand what your problem was yesterday and I did forward your issue to support but I got the first email and understood, I did not need to get several more.

Thats about all im going to say about the issue.

All i can say is, i used to be a clients of Joe when he ran his old company which was recently acquired by webreseller. Joe always handled every request in a timely and informative manner, i find it very hard to believe Joe is at fault for you not providing the correct information.

Regards,
edude

What about the lack of support?
8+ hours ??
1+ hours ??

people need emergency help, and you guys take forever to answer their needs

that is unacceptable joe.

i signed up with webreseller awhile back, but i'm glad i cancelled. i can't accept the fact that when i need emergenc assistance, it's going to take hours to answer.

Clocker as you know I only handle sales, ie my title.

My job is from 9-5, Monday - Friday.

I usually happen to put in more hours.

Clocker are you currently a customer?

If your not currently a customer, how can you make the assumption that webreseller is lacking support?

Originally posted by clocker1996
What about the lack of support?
8+ hours ??
1+ hours ??

people need emergency help, and you guys take forever to answer their needs

that is unacceptable joe.

i signed up with webreseller awhile back, but i'm glad i cancelled. i can't accept the fact that when i need emergenc assistance, it's going to take hours to answer.

Originally posted by edude
All i can say is, i used to be a clients of Joe when he ran his old company which was recently acquired by webreseller

I used to be younger and better looking. What's your point?

i find it very hard to believe Joe is at fault for you not providing the correct information.

So, are you currently a webreseller customer? Yes? No? Do you have some current direct knowledge of the adequacy or inadequacy of their customer support? Have you tried contacting webreseller lately with a sales or customer service issue?

If you answered no to any of the above, you are hardly qualified to comment on the situation, wouldn't you say?

~some sock~

Actually Some Sock. Edude was a customer of mine for quite some time before my company was aquired. So he does have some first hand expierence with me.

I think he was defending the issue of how I respond and not webreseller

Originally posted by edude
If your not currently a customer, how can you make the assumption that webreseller is lacking support?



it isnt an assumption

i can read.

look at what people are saying

i don't need to be a customer to know that they take 8+ hours, or 1+ hours to answer emergency tickets...

THE INFORMATION / PROOF IS RIGHT IN FRONT OF YOU

read this thread again, from the first post down to the last.

I just got a reply from Joe (JBIZ718) saying he has forwarded my mail to their CTO. I realise Joe has nothing to do with support but I emailed him because from this and other threads I have read he seems to be the only person who can get in touch with anyone else at webreseller.

My server is still down :bawling:

My problem is with the 24x7 emergency support they advertise and clearly don't provide.

My business is still quite small and I am in approx £40k (pounds not dollars!) in debt from setting up and running this business. This is going to cost me dearly and I am considering getting a lawyer involved because of this false advertising.

(any SpiralHost customers, don't worry, we are not in danger of going bankrupt ;) )

Originally posted by JBIZ718
I think he was defending the issue of how I respond and not webreseller

Right, I got that.

It does not matter if everything was all love and roses in the past. If he has no CURRENT experience, then he cannot make an informed comment on the CURRENT situation, can he?


~some sock~

Originally posted by SpiralHost
My business is still quite small and I am in approx £40k (pounds not dollars!) in debt from setting up and running this business. This is going to cost me dearly and I am considering getting a lawyer involved because of this false advertising.

ouch ... hope everything works out for you!

greets,

i feel bad for spiralhost

it's unfortunate he has to suffer from false advertisement

Server is now up and running, after 6hrs downtime!

As of yet I have not had any explanation.

I just asked a question a couple of days ago about webreseller's latest offer and asked if support had improved and was told no issues since their move with support or the network.

Wasn't people reporting months ago that no support was handled on the weekends? It thought they solved that issue?

yep, thought the same. but obviously... nothing but promises.

Since my support ticket gets closed without reply i will ask my questions here to see if you (webreseller) reply.

Is there an explanation why the server failed to reboot? Is this going to happen next time I attempt a reboot? Why did it take over 5 1/2 hours to get a reply from your 24x7 emergency support?

Please reopen your support ticket, a reply will not be given here. You may also send an email to cs@webreseller.net

I already re-opened the ticket once and it was closed with the option for me to re-open removed!

I have sent an email to that address.

did webreseller start offering managed dedicated hosting after their move?

they already offerred managed hosting before the move as well as their well priced semi-managed hosting.

jinkies. i stop paying attention to things for a month or two and everything goes all crazy on me.

heh things do seem to move pretty fast over at webreseller...thats part of the reason i like hosting there, they get things done.

my 2 cents

WebReseller Support I good... Not the fastest but good. I also like there servers..

Originally posted by boing
they get things done.

Nah, Mike Stern (http://marshallschematics.com/mike stern - chromozone.mp3) gets things done.

Listen and learn :)


-Bob