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  1. #1
    Join Date
    Mar 2006
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    ClubUptime - anybody heard from them lately ?

    I cannot get ahold of their support for 3 days. Live chat seems dead too. Emails are the same - never replied. Anybody have a clue whats cooking there ?

  2. #2
    Join Date
    Mar 2005
    Location
    Orlando, Florida
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    2,625
    Where are you opening tickets? We've seen no ticket go unanswered in our helpdesk. I've personally been focusing on Brohoster as I had to let the previous GM go, so I've been personally out of touch but I do follow up with things at Club Uptime that needs my attention.
    Matthew Rosenblatt, and I do lots of things.
    Used to be a full time server administrator, now I help build cruise ships and inspect homes.
    My company, Ferrell Solutions, specializes in home inspections and property management.
    RecallScan is a service for monitoring appliances and vehicles in your home for recalls.

  3. #3
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    Matt thanks for the clearing the situation. There are many tickets. Here is one to Sales which is the most important at the moment: Ticket ID# 782928

  4. #4
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    Mar 2006
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    Still no reply ...

  5. #5
    Join Date
    Oct 2010
    Posts
    647
    try catching Matt on AIM, he is usually around and responds with in few minutes time.

  6. #6
    I've had this happen recently as well.. 2 weeks ago or so I put in a support ticket, and then another.. then the second was erased.. now I put in another and still nothing.. The first support I had gotten was useful and all and helped, but recently as this thread has said there is absolutely nothing.

  7. #7
    Join Date
    Nov 2010
    Posts
    232
    ClubUptime has been going downhill for about 1-2 months now..I jumped ship back in late April-Early May.

  8. #8
    Join Date
    Mar 2005
    Location
    Orlando, Florida
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    2,625
    I'm not sure why anyone is claiming that tickets have been erased -- no one is capable or has the permissions to remove tickets. I'll be looking into other helpdesk solutions since we're getting so many claims of lost tickets, but our support ratings are still 4-5 stars in most cases with all tickets answered in under an hour.
    Matthew Rosenblatt, and I do lots of things.
    Used to be a full time server administrator, now I help build cruise ships and inspect homes.
    My company, Ferrell Solutions, specializes in home inspections and property management.
    RecallScan is a service for monitoring appliances and vehicles in your home for recalls.

  9. #9
    Quote Originally Posted by Matt R View Post
    I'm not sure why anyone is claiming that tickets have been erased -- no one is capable or has the permissions to remove tickets. I'll be looking into other helpdesk solutions since we're getting so many claims of lost tickets, but our support ratings are still 4-5 stars in most cases with all tickets answered in under an hour.
    I have submitted 3 support tickets since the initial fix, one of them was erased.. or lost.. or something, I would know this because I have 4 of the ticket ID emails; and only 3 of the tickets are showing on my 'support ticket' thing and only the first was ever answered.

  10. #10
    Join Date
    Oct 2007
    Posts
    4,332
    Quote Originally Posted by Matt R View Post
    I'm not sure why anyone is claiming that tickets have been erased -- no one is capable or has the permissions to remove tickets. I'll be looking into other helpdesk solutions since we're getting so many claims of lost tickets, but our support ratings are still 4-5 stars in most cases with all tickets answered in under an hour.
    Quote Originally Posted by EphemeralDevelopment View Post
    I have submitted 3 support tickets since the initial fix, one of them was erased.. or lost.. or something, I would know this because I have 4 of the ticket ID emails; and only 3 of the tickets are showing on my 'support ticket' thing and only the first was ever answered.
    Maybe those tickets are "Merged", which is why the Ticket ID does not exist anymore?
    [ James Lee - Cloud & Web Hosting Specialist 10+ Years WHT Veteran]

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  11. #11
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    Thats not true they are anwered. Submited a new ticket #918776 and no reply for 3 hours ... Thats a ticket to Support.

  12. #12
    If they were 'merged' I assume that the support would've at least answered the new ticket after merging them.

  13. #13
    I think maybe the are focusing more on their Minecraft business (brohoster) at the moment, I guess its more profitable.

    But I am sure they have not abandoned their customers at ClubUptime and will get back on track soon and sort out the problems with soon.

    I can only assume Minecraft/Game server hosting is more profitable than providing managed VPS hosting

  14. #14
    Quote Originally Posted by HUGOBLUE View Post
    I think maybe the are focusing more on their Minecraft business (brohoster) at the moment, I guess its more profitable.

    But I am sure they have not abandoned their customers at ClubUptime and will get back on track soon and sort out the problems with soon.

    I can only assume Minecraft/Game server hosting is more profitable than providing managed VPS hosting
    3~ weeks without a reply is getting a bit testy in my opinion.

  15. #15
    Quote Originally Posted by EphemeralDevelopment View Post
    3~ weeks without a reply is getting a bit testy in my opinion.
    You are much more patient than I would be
    raindog308
    LowEndTalk administrator, LowEndBox editor

  16. #16
    Join Date
    Mar 2011
    Location
    Dallas, Texas
    Posts
    355
    Thats strange...

    I really would of thought clubuptime would of never been "letting go" as it seems from these replys and posts... Matt seemed to take so much pride and daily enjoyment into his company and his brand and now is letting it slide away for another company?

    I'd like to see matt's response to this,

    Soo his response so far, just let me make sure I caught up on everything, that he's blaming it on the help desk software for losing tickets? What about the ticket's the members so far have posted here you haven't mentioned anything about them that have been posted here have you checked for them? I doubt if you have searched them you where unable to find them?

    I thought clubuptime was a team thing? It seems matt's busy with this, but isn't his team still there? Or is the team now working with brohoster also?

    I'm curious.. I seen another thing on another community about something up with there support also that there management has gone down the drain.. I was shocked.
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  17. #17
    Join Date
    Mar 2005
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    Orlando, Florida
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    Quote Originally Posted by FN-Mark View Post
    Soo his response so far, just let me make sure I caught up on everything, that he's blaming it on the help desk software for losing tickets? What about the ticket's the members so far have posted here you haven't mentioned anything about them that have been posted here have you checked for them? I doubt if you have searched them you where unable to find them?

    I thought clubuptime was a team thing? It seems matt's busy with this, but isn't his team still there? Or is the team now working with brohoster also?
    Brohoster has it's own set of dedicated full-time staff: With 3700 Minecraft servers alone, it's necessary. No one at Brohoster can get to Club Uptime, No one at Club Uptime can get to Brohoster (Except for myself and Nick Hudson).

    I don't think it's the helpdesk software in the end -- after doing some digging, I think it's confusion over the fact that tickets are being merged together by one of our staff members.

    Overall, our ticket queue is very light and as best I can tell, all tickets have answers in under one hour at the most with a resolution being same-day on most tickets, with the exception of a few that we had recurring issues with where a few nodes were experiencing kernel panics over the kernel version in use with the Adaptec raid cards (which has been resolved).

    Running statistics on the helpdesk, there are definitely a small handful of tickets with extended delays (with admittedly no reasonable explanation), but the vast majority of our tickets have been handled in exceptional timeframes.
    Matthew Rosenblatt, and I do lots of things.
    Used to be a full time server administrator, now I help build cruise ships and inspect homes.
    My company, Ferrell Solutions, specializes in home inspections and property management.
    RecallScan is a service for monitoring appliances and vehicles in your home for recalls.

  18. #18
    I agree, the initial ticket (the first I submitted) was answered in a timely fashion and I received additional support when it needed to be solved and finding the root of the issue was easy.

    But now I've been unable to access SSH/SFTP via my login credentials due to the whitelist firewall (my old IP was added, and my ISP decided to change my IP randomly..) So I've been unable to use SFTP which is my preference to transfer.

  19. #19
    Quote Originally Posted by EphemeralDevelopment View Post
    I agree, the initial ticket (the first I submitted) was answered in a timely fashion and I received additional support when it needed to be solved and finding the root of the issue was easy.

    But now I've been unable to access SSH/SFTP via my login credentials due to the whitelist firewall (my old IP was added, and my ISP decided to change my IP randomly..) So I've been unable to use SFTP which is my preference to transfer.
    If they use SolusVM just log on the VPSManager and use the Console (VNC) to access your VPS and whitelist your new IP?
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  20. #20
    I'm on the cloud web host thing, I only have cPanel access; and SSH when my IP is allowed.

  21. #21
    That person who remarked 'you are more patient then I would've been' was right, and at this point I am more then a little sick of the lack of support, I've sent emails directly to Matt R and a PM here; and all 3 of these sources have yet to receive a response.

  22. #22
    Quote Originally Posted by EphemeralDevelopment View Post
    That person who remarked 'you are more patient then I would've been' was right, and at this point I am more then a little sick of the lack of support, I've sent emails directly to Matt R and a PM here; and all 3 of these sources have yet to receive a response.
    Sorry, that is strange they have not yet got back to you but something must taking all their time, even Matts own homepage is broken and not been fixed

    You could also try submit a ticket on their other business site?
    They are quite active on Facebook - http://www.facebook.com/brohoster

    Quote from the http://www.brohoster.com/ page:

    Brohoster is currently hosting 3947 Minecraft servers with 55 ordered in the past 24 hours.
    Minecraft hosting must be very profitable business

  23. #23
    Just because one thing is more profitable then another doesn't mean that they should cease all support towards the latter.

  24. #24
    Quote Originally Posted by EphemeralDevelopment View Post
    Just because one thing is more profitable then another doesn't mean that they should cease all support towards the latter.
    I agree,

    This puts me away from using clubuptime. Thank you

    I wish the best of luck to you, and I hope you either get it resolved or hopefully you have recent backups of your data and your able to find a better provider that still cares about their clients.

    It seems that clubuptime don't care about there clients or there comapny rep anymore, it's falling not just on here I've seen other threads with issues relating to this one with lack of response and caring to there clients and there services. I hope you get this fixed and with that many contact points to them and not getting a response with him being active on other places and such he should have some respect to help you him self.

    Even if he did open another company, that don't mean you focus your time on that one and don't worry about your other one that you have running, this is why I say people rush and just care about money, if one's making money more then the other, most cases the other one will get less attention and care.

    I hope they prove us all wrong and fix there recent issues, it seems he replys to other people on here that have commented on this thread but not directly to the clients having issues with his services and company, come on show some respect and fix your stuff Matt.

  25. #25
    Join Date
    Mar 2005
    Location
    Orlando, Florida
    Posts
    2,625
    Quote Originally Posted by glitched View Post
    I agree,

    This puts me away from using clubuptime. Thank you

    I wish the best of luck to you, and I hope you either get it resolved or hopefully you have recent backups of your data and your able to find a better provider that still cares about their clients.

    It seems that clubuptime don't care about there clients or there comapny rep anymore, it's falling not just on here I've seen other threads with issues relating to this one with lack of response and caring to there clients and there services. I hope you get this fixed and with that many contact points to them and not getting a response with him being active on other places and such he should have some respect to help you him self.

    Even if he did open another company, that don't mean you focus your time on that one and don't worry about your other one that you have running, this is why I say people rush and just care about money, if one's making money more then the other, most cases the other one will get less attention and care.

    I hope they prove us all wrong and fix there recent issues, it seems he replys to other people on here that have commented on this thread but not directly to the clients having issues with his services and company, come on show some respect and fix your stuff Matt.
    We do care, and I personally handle numerous issues every single day. With over 6,000 clients, the fact that you'll find less than 5 public reviews that are negative says something in itself.

    I responded to the OP of this thread in his ticket several days ago but I've yet to hear back from him. Maybe he didn't receive notice of a response or something, but we have responded to him.
    Matthew Rosenblatt, and I do lots of things.
    Used to be a full time server administrator, now I help build cruise ships and inspect homes.
    My company, Ferrell Solutions, specializes in home inspections and property management.
    RecallScan is a service for monitoring appliances and vehicles in your home for recalls.

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