Welp , I am sure this forum will flood soon with unhappy burst customers and here is what I was told on AIM

"Major power outage across whole city. Unfortunately we are performing huge power upgrades/install today at same time. More info soon."


so my question is why does it say they have backup generators , for situations just like this ?:eek:

Heh, I just got the happy message as well. There go all of my new customers....

This couldn't have happened at a worse time.

BurstNET: PPL states city-wide power restore in 3-4 hours. Our electricians should have us up sooner.
Check back shortly for any updates.

Major power outage across whole city. Unfortunately we are performing huge power upgrades/install today at same time. More info soon.
Electricians working on situation now to restore emergency power. PPL (PA Power Company) states city-wide power restore in 3-4 hours. Our electricians should have us up sooner. Check back shortly for any updates.


Sean R.
BurstNET

PP&L power back up...may be temporary..will keep you posted.

Sean R.
BurstNET

routing rack back up...bringing up server racks now..

Sean R.
BurstNET

Now why is it the burst main server seems to back up but not their customer's servers such as mine?????? This is getting really old, last time I took over 8 hours of down time and this time who knows. They have more than enough time to work out backup power solutions since the last outage.

Thank you sean..I am not back up yet but hopefully will be momentarily.

I will try to ask you once again nicely. There are clearly problems at Burst. Can you please admit it and tell us what you plan to do about it so that we, your customers, can get some peace of mind? Thank you.

Respectfully yours,
sup

Thanks for the update sean , but I think I have a valid question on backup power supply's , why advertise it if you can't provide it ? I was lucky last time a few weeks ago you guys had a similar problem my server wasn't affected , but I think this is a serious issue that needs major attention , I understand things happen and please don't take my post as a flame . I just want to know what Burst Plans are for this Type of emergency situation in the future ?

Hey guys....

Any update ? We are overloaded with phone calls.

The bad thing is we just received about 10 new orders, and now 6 of them are asking for immediate refund !

We are going thru and checking which servers not all clean rebooting currently

Sean R.
BurstNET

mine is backup , hopefully to stay ..YAY :stickout

Sean, thank you for the update.
Could you please answer phantasywork's issue please? I have the same question.

Thanks

As soon as we get a chance...handling reboots first, then support, then will answers questions...in that order.

Sean R.
BurstNET

Take your time on responses to us about the future, Sean.

Although I am personally back up I think none of us are interested in flaming you for the sake of a flame or taking your time out from bringing everyone back up.

We really care about our servers and our business and are quite reasonable if we get timely info. First priority is to make sure all the servers are back online...

If we hear that you heard and acknowledge our concerns and will take your time for a proper response I know I will be fine to wait until Monday/Tuesday for a response from you.

We don't like fighting and we don't like server trouble. We just want to know our voice is heard and that you care about us and our business and are actively doing something to keep it. We have been very patient...I've personally been a customer through the ups and downs for about 2 years now...

OTOH, when you ignore our complaints we feel that you are passing the buck and it makes us understandably upset.

Thank you for your consideration.

funny, guess I was writing same time as Sean...thanks for that Sean :D

Well, I'm all back up since about 10 mins ago. Emails to customers sent. Hopefully they will understand.

Burst must have the worst luck when it comes to hosting!

Just one small sugestion Nocster support. Create a Forum or a WHAT IS GOING ON page, so when bad things happen, people don't flood you with emails. ;)

Do you have any idea when the sites will be back? (dashsite.com) Thanks.

Regards, WilliamK

Originally posted by RackMy.com
Burst must have the worst luck when it comes to hosting!


It is Friday The 13th :(

Ohhh yeah, people forgot about Murphy'sLaws. :pimp: "If there's a tinny possibility for a problem to happen, it WILL!" :laugh:

Anyway, I just left a provider for a problem like this...

Wk

Sean,

I appreciate the constant updates on the board, but your Nocster virtual server (virtual1.nocster.net) has had unacceptable performance since August 3, when I started keeping track of downtime & server issues - http://www.ukee.com/status/stats.php - only 98.3135% uptime so far, and I can't get any info about getting a partial refund (put in a ticket, never got a response). Also, although the server had been responding to pings, your techs obviously didn't monitor the HTTP server, and there was about 25 minutes of downtime (a phone tech fixed it about 30 seconds after I alerted him of the problem).

- Matt

Sean,
You will be answering our questions, right? Can you give us an approximate date to expect your response?
Thank you.

glad you guys are backup :) and i'm currious why they offer backup generators and dont have them :(

I would also like to understand what credits will be issued since Burst does post a 99.5% uptime guarantee and we have had a 45 min outage this time and I have had well over 8 hours of down time from just a few weeks ago due to the same kind of power issues.

I have opened a ticket asking about the outage and some credits and they ignored the credit part of the ticket and just gave me their canned response then just closed out the ticket. I now have a 2nd ticket to address the credit issue. I expect premium uptime for the amount they charge for this box and recently I have not seen reasonable stability and uptime.

They need to deliver on their promise and work out some kind of credit to back up their guarantee and I hope that I am not the only one asking for this.

So I'm trying to understand something here.... are power problems common? I know a lot of companies build their own "datacenter" space (yeah, I've seen quite a few converted office spaces and such, esp. around here) but still, is this something that they really advertise? Seems borderline fraudulent to me. The truth has an amazing way of being found out eventually, as in this situation.

(This is my first post, I read a lot of stuff here but this just seems crazy to me. Please go light on the flames.)

Fwiw...here's the email sent to clients of BurstNET:

Dear Valued Customer,

As you are already aware, we experienced a facility power issue today.

PPL (PA Power Company) has restored power currently, after 45-60 minutes of service outage. There were major power outages across whole city of Scranton PA, affecting over 4000 utility customers.

Unfortunately, at this time, BurstNET is currently performing huge power upgrades/re-installations, as we prepare for the opening of our new data center wing.

Our current generator was moved as it needed to be installed at this time to the new circuitry, including a new APC 500KVA facility UPS, on the other side of our building.

We are having an additional emergency temporary generator being brought in now to accommodate the next few weeks until the new data center wing and power are live and operational. With the temporary generator, we should be protected until the new data center wing is ready for usage. Once the new install wiring is completed, we should never see this issue again in the future.

We sincerely apologize for any inconvenience that you may have incurred during this time.

Originally posted by sup?
Sean,
You will be answering our questions, right? Can you give us an approximate date to expect your response?
Thank you.



he is gone ..... with the wind

I hope not but I'm still giving him the benefit of the doubt for now.

BTW, did everyone receive that email? I do get a monthly invoice fine but I never got that email.

Originally posted by sup?
I hope not but I'm still giving him the benefit of the doubt for now.

BTW, did everyone receive that email? I do get a monthly invoice fine but I never got that email.

Sup?
I got that email but after two power outages in a very short period of time it still does not make me feel any better.

Burst needs to feel some financial pain by giving credits for services not delivered, maybe this might help them learn from their mistakes :) The wallet is always a good 1st place to start.

I am guessing if they do not make good on their commitments we all have the choice to move elsewhere and based on how they handle this one I am heavily considering moving my business. My single server may not break their bank but several hundred unhappy campers moving surely would not be too pleasant for them.

The next move is up to them to see how well they deal with all of us. A simple canned email is not all they need to do! My shared customers would and are expecting much more than a email saying we will do better after two major outages, they want credit for us missing out commitments. Us higher end dedicated customers show demand no less.

This is not a flame, it is just a factual representation of my personal experience and from the looks of this post I am far from being alone. At this point I am just happy that the rest of my servers are at a much more reliable facility.

Curt,

Don't get me wrong, an email would be far away from what I would need to be happy. I'm just concerned that ON TOP of everything else, I'm not on that email List!!

I'm going to give Sean the benefit of the doubt until tomorrow to address this, but that's all.

And I too asked them for credit after the last problem but they have ignored my request as well.

Their pocketbooks are affected far more IMO by all the bad publicity and their unwillingness to address it than by not giving out a credit. People are not recommending them and they are losing out business (like your other servers) right and left. Note my other thread on colocation....

Can you tell me where your other servers are and how you rate those people?

Thanks!

Originally posted by sup?
Curt,
Can you tell me where your other servers are and how you rate those people?


I have 1 server at pwebtech.com and 2 servers at mehost.com (they are both owned by the same company). I would rate them a very high in performance, support and reliability. I have had servers with them for about 1 year now and the network is top notch and the support from Jay and crew has been great. You may pay a little more but it is worth knowing you can sleep at night :)

LOL. Dedicated Hosting Forum is the place that I visit the least on here (been here only 3 times) but each time I come here, burst power is down and UPS are never working.

haha AceWeb
thats funny

Sean,

What happened? I thought you were going to answer customer's questions. I have been with Nocster since day one and try to be patient with any problems you have but if you say you will be back to answer questions come back and answer questions.

Thanks,
Andrew

Originally posted by Andyc
Sean,

What happened? I thought you were going to answer customer's questions. I have been with Nocster since day one and try to be patient with any problems you have but if you say you will be back to answer questions come back and answer questions.

Thanks,
Andrew

I suggest giving them a call and ask for Sean personally.
Please post an answer, i'm curious :)