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  1. #1
    Join Date
    Oct 2008
    Posts
    75

    Anyone else seen a change in httpme recently?

    httpme was the BEST provider I've worked with in my 14+ years in the website industry. Unfortunately, I'm using the word "was". Their support is still top notch but something has changed in the past few months and I'm seeing huge load spikes and some short outages on a frequent basis. I don't want to consider leaving them because their support is so amazing but can't handle the performance issues.

    Thanks,
    Bob

  2. #2
    Quote Originally Posted by rwilki View Post
    httpme was the BEST provider I've worked with in my 14+ years in the website industry. Unfortunately, I'm using the word "was". Their support is still top notch but something has changed in the past few months and I'm seeing huge load spikes and some short outages on a frequent basis. I don't want to consider leaving them because their support is so amazing but can't handle the performance issues.

    Thanks,
    Bob
    I agree on almost all points. Unfortunately, I find support, though polite, has not been very effective in the last few months. My server is barely useable with spikes in load and regular outages that they claim have been resolved but have obviously not been.

    I've been with them for ten years, and sadly, am saying goodbye to them.

  3. #3
    Join Date
    Feb 2006
    Location
    Global
    Posts
    1,628
    10 years! They certainly must have been doing something right!

    How long have they been "off"?

  4. #4
    Quote Originally Posted by iexo View Post
    10 years! They certainly must have been doing something right!

    How long have they been "off"?
    They were fantastic for many years. I tried a few hosts before them and they were all lacking. Finally bit the bullet and paid a bit more to get a shared reseller account from a top-tier company. They were great the whole way through. An occasional outage, but minimal downtime and never a repeat issue.

    For me, I'd say things have tanked in the last 2 or 3 months. Load spikes started happening regularly (Load Averages of 15-20 on 24 cpus), and I was getting emails everyday from clients (and pingdom) that the server was down/slow.

    Support is still responsive and polite, they just seemed to be unable to fix the issue, even though they swore the problem was taken care of. Chances are it's just my server that was having problems, or I'm sure we'd be hearing a lot more complaints, but my clients were getting very upset and couldn't afford any more downtime.

    Hopefully this is a small blip and I certainly wish them well in the future. They were a great host for me for many years, but I felt this was a sign for me to get off shared hosting and take the next step to a VPS .

    [Edit] I exaggerated . It has only been 8 years. AussieBob transferred my sites into my new account. Ahh memories!
    Last edited by Scout141; 10-17-2013 at 01:16 AM.

  5. #5
    Join Date
    Oct 2008
    Posts
    75
    @Scout141 great post. To a shorter degree, that's exactly what I've experienced. I have no idea how their servers performance can tank so suddenly and so drastically.

    My customers are patient but it's wearing thin with them and me. Wonder if all their servers are experiencing this?

  6. #6
    Join Date
    Feb 2002
    Location
    Australia
    Posts
    24,009
    Guys, I can't speak for Steven obviously, but just ask for your sites to be moved to a newer server. I've seen Steven's operation from the inside out, and it's top notch, no expense spared, if you get the drift.
    AussieHost.com Aussie Bob, host since 2001
    Host Multiple Domains on Fast Australian Servers!!

  7. #7
    Join Date
    Oct 2008
    Posts
    75
    sure will...thanks.

  8. #8
    Quote Originally Posted by Scout141 View Post
    I agree on almost all points. Unfortunately, I find support, though polite, has not been very effective in the last few months. My server is barely useable with spikes in load and regular outages that they claim have been resolved but have obviously not been.

    I've been with them for ten years, and sadly, am saying goodbye to them.
    You have been happy with them for 10 years! then I would really think twice before moving out. It may be worth giving them some time to sort out their problems and see.
    [DC'S] SINGAPORE. AUSTRALIA. JAPAN. INDIA. CHINA HK. USA. UK. NETHERLANDS. GERMANY. SOUTH AFRICA
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  9. #9
    We are investigating the issues here to make sure they have been fully resolved.

    Please contact us via the helpdesk for any issues that need immediate updates.

  10. #10
    Quote Originally Posted by SkyNetHosting View Post
    You have been happy with them for 10 years! then I would really think twice before moving out. It may be worth giving them some time to sort out their problems and see.
    Unfortunately, I did give them time. Problems were ongoing for well over a month, and progressively worsening. The time between my first ticket and my request to close my account was over 3 weeks. I kept informing them that there were problems and they weren't being fixed, and I kept getting informed that the problems were solved and that I should move to a vps or dedicated account if I wasn't satisfied with the shared hosting. Why it was even on my shoulders to inform them that their server was struggling is beyond me.

    As you note, I was satisfied for 8 years (not ten. Apologies. That was a typo from earlier ) on shared, and my account's requirements/usage hadn't changed, so telling me to move to a vps or dedicated account when the problem was obviously on their end was a bit irritating.

    I wasn't paying a mint by any means, but in my eyes, $35/month for 8GB of space and 120GB of transfer on a shared hosting reseller plan, in this day and age, qualifies as a fairly premium package. When I open 4 tickets over 3 weeks informing them that their server is having serious issues, and the problem is not solved and I'm told to move to a vps or dedicated server, you can understand my unhappiness.

    In previous years, whenever there was a problem, I opened a ticket and that problem was dealt with immediately. This is the kind of support I expect when I am paying top dollar (In comparison to most other shared reseller plans out there) for a package. I was perfectly happy paying that as well, knowing that any problem I had would be rectified immediately and without fuss.

    Once that premium level of support disappeared, so did my confidence in the company. I've checked my old hosting account with them because it is still active, and it *does* appear that server loads are back to normal, but I have already moved on. I'm an extremely loyal customer, but it works on a two-way street. I gave them multiple opportunities to rectify the situation, and they did not. As I have clients counting on *me* to provide them with trouble free hosting (especially since their businesses rely heavily on their sites), I took steps to rectify the situation and moved to a new hosting company with a good name who hopefully is not resting on their laurels (and so far has fulfilled all my expectations ).

    Now, that said, HttpMe has been, and hopefully still is, a good company. The fact that Aussie Bob posted in this thread earlier (He's the previous owner from *long* ago, and extremely well-respected in this forum) to give his support shows you that they are not a fly-by-night company.

    I know I'm only small potatoes to most hosting companies, but perhaps if httpme's support team (and all the rest of the hosts out there) takes this situation as a learning opportunity, this little saga won't be entirely wasted time .

    Here's my take-away: In the future, if a long-term client who has posted 1 or 2 tickets a year repeatedly tells you that the server is having *serious* problems, perhaps you should pay more attention to what he is saying. 2. When that same customer who is barely using half of the allocated resources he currently has, is telling you about these problems, don't advise him to move from an already expensive package (for what he is getting), to one that is exponentially more expensive.

    Whew. Guess that's it. Sorry about the wall of text!

    PS: Rwilki (OP): Any update on the situation? Has stability returned? Also, sorry about hijacking your thread to have a little vent . I wasn't going to bother posting anything, but when I saw your post, I felt I had to say something.

    Cheers,

    Scout141

    TL;DR: I gave them multiple opportunities to fix the problem over more than 3 weeks. Problem did not go away. So I did.

  11. #11
    Join Date
    Oct 2008
    Posts
    75
    Quote Originally Posted by Scout141 View Post
    PS: Rwilki (OP): Any update on the situation? Has stability returned? Also, sorry about hijacking your thread to have a little vent . I wasn't going to bother posting anything, but when I saw your post, I felt I had to say something.
    Well, sad to say that things haven't progressed the way I had hoped. They have moved my account to a new server. I've had a support ticket that has several questions regarding the move that have gone unanswered for almost 24 hours. I figured out a few things myself during this time.

    So the move to a new server was intended to speed things up. The server load is markedly improved but my sites are loading slower. The SWAP is over 99% which I informed them of. No change on that front either. I also think the value/quality of their support has dropped. The tickets take longer to get resolved when they are and sometimes I feel that they just don't know the answer.

    I really like these guys but I don't know...

    Thanks,
    Bob

  12. #12
    Join Date
    May 2009
    Location
    Ft. Lauderdale, Florida
    Posts
    1,473
    Given the high prices in my opinion, the loads should be very low. You may want to contact them to see whats going on and update us.
    JixHost | U.S.A. based hosting & support for 8+ years. | Powerful, reliable network.
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  13. #13
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    Oct 2008
    Posts
    75
    the loads are low on the new server. it's the SWAP that is through the roof. before I was moved to the new server, there were huge spikes quite often.

  14. #14
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    May 2009
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    Quote Originally Posted by rwilki View Post
    the loads are low on the new server. it's the SWAP that is through the roof. before I was moved to the new server, there were huge spikes quite often.
    Its likely out of physical memory. Ask them to audit the server for any user that consuming excessive memory.
    JixHost | U.S.A. based hosting & support for 8+ years. | Powerful, reliable network.
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  15. #15
    Quote Originally Posted by rwilki View Post
    the loads are low on the new server. it's the SWAP that is through the roof. before I was moved to the new server, there were huge spikes quite often.
    JixHost is right. in a good system there should be no SWAP or it should be very low. When a server runs on SWAP its takes more disk IO and further slow down the system.
    [DC'S] SINGAPORE. AUSTRALIA. JAPAN. INDIA. CHINA HK. USA. UK. NETHERLANDS. GERMANY. SOUTH AFRICA
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  16. #16
    Join Date
    Oct 2008
    Posts
    75
    they said that cpanel cache's memory or something like that and not to worry about it. I've never seen this before though...

  17. #17
    Join Date
    Aug 2001
    Location
    California
    Posts
    1,136
    Quote Originally Posted by rwilki View Post
    @Scout141 great post. To a shorter degree, that's exactly what I've experienced. I have no idea how their servers performance can tank so suddenly and so drastically.

    My customers are patient but it's wearing thin with them and me. Wonder if all their servers are experiencing this?
    Hi Bob,

    I'm sorry to hear about any issue you had with respect to load issues or any possible service affecting issue. I've tried to dig into your issue with the server in question, but I think you're looking not at swap, but at memory used. Linux uses memory differently than windows does. The loads on the server are very low, and always are. I've posted the results below. We spare no expense with hardware raid, tons of RAM, raid10, multiple backups both onsite and offsite. I'm not sure if you are aware or not, but in the past year we have upgraded every shared server to have the latest and greatest hardware possible.

    top - 02:59:43 up 37 days, 2:42, 2 users, load average: 1.60, 1.56, 1.36
    Tasks: 104 total, 1 running, 102 sleeping, 0 stopped, 1 zombie
    Cpu(s): 1.2%us, 0.4%sy, 0.0%ni, 94.4%id,
    Mem: 20971520k total, 13004348k used, 7967172k free, 0k buffers
    Swap: 524288k total, 522436k used, 1852k free, 3342424k cached

    Here you can see the CPU is 95% IDLE. It's not oeverloaded, or being taxed in any way.
    10/24/2013 _x86_64(24 CPU)

    12:00:01 AM runq-sz plist-sz ldavg-1 ldavg-5 ldavg-15
    12:10:01 AM 9 196 0.43 0.45 0.45
    12:20:01 AM 12 188 0.95 0.63 0.53
    12:30:01 AM 10 183 0.63 0.65 0.58
    12:40:01 AM 7 187 0.51 0.56 0.56
    12:50:01 AM 6 185 0.48 0.60 0.57
    01:00:01 AM 17 208 1.04 0.82 0.65
    01:10:01 AM 6 189 1.41 1.45 1.09
    01:20:01 AM 8 187 1.41 1.39 1.21
    01:30:01 AM 2 187 1.31 1.35 1.26
    01:40:01 AM 4 178 1.28 1.33 1.28
    01:50:01 AM 7 217 2.53 2.20 1.71
    02:00:01 AM 5 203 2.04 2.08 1.86
    02:10:01 AM 8 193 2.07 1.96 1.90
    02:20:01 AM 10 188 2.03 2.02 1.95
    02:30:01 AM 7 208 1.69 1.69 1.80
    02:40:02 AM 1 192 0.88 1.13 1.47
    02:50:01 AM 7 203 1.65 1.11 1.19
    03:00:01 AM 9 212 1.50 1.54 1.36
    Average: 8 195 1.32 1.28 1.19

    These are the load issues every 10 minute on average. It doesn't go above 2, which on a 24 CPU system is nothing. I checked your tickets and since the move, I don't see any issues, and the guys have been always replying within 4-20 minutes or so 24/7, before and after your tickets/move. You thanked them multiple times, so if there are any issues, please do me a favor and update the ticket or let us know, as we want to make sure you are truly satisfied with our level of service. I'm traveling overseas on business, but anything I can possibly do to make your experience hosting with us as perfect and flawless as possible, I will do.


    Scout, please PM me who you are so I can look into things for you.

    -Steven
    Last edited by insiderhosting; 10-24-2013 at 06:13 AM.
    http://www.insiderhosting.com
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  18. #18
    Join Date
    Oct 2008
    Posts
    75
    Steven, thanks for your follow up. I didn't want to write the negative thread on this forum but I had been a little frustrated of late and wanted to know if others were experiencing similar trends.

    Your (tech) support has been great. Not sure what was going on with the server I moved from but the loads on the new server do seem incredibly low. That's how we started out on the first server. I'm hoping that everything will continue like this because I value your company's service and professionalism.

    Thanks again,
    Bob

  19. #19
    Join Date
    Jan 2003
    Posts
    175
    I've been with them for ten years, yes, support is still responsive and polite, but they just seemed to be unable to fix the issue, ex: my ticket open for 7+ days (just because RVSKIN licence is expired ...) 7 days? yes , and RVSKIN licence still expired now...
    ok done

  20. #20
    Join Date
    Aug 2001
    Location
    California
    Posts
    1,136
    Quote Originally Posted by ric View Post
    I've been with them for ten years, yes, support is still responsive and polite, but they just seemed to be unable to fix the issue, ex: my ticket open for 7+ days (just because RVSKIN licence is expired ...) 7 days? yes , and RVSKIN licence still expired now...
    Hi Ric,

    Sorry for the issues with RVskin, unfortunately there is little we can do. They migrated their whole licensing system/billing system, and it's been a complete disaster and mess. From licensing IPs in different places, to other issues with their system, IPs not porting over properly, that's why my team suggested you go with the x3 theme until Rvskin can sort out their issues.. This shouldn't be any reflection on our service as our services and other themes are completely online and fully functional. I know our guys just put in another ticket with them...

    -Steven
    http://www.insiderhosting.com
    BGP Blend of Telia, GTT, Zayo, and Cogent in One Wilshire, Los Angeles!
    True Definition of Managed Hosting
    Proudly Offering Shared Hosting, Reseller Hosting, VPS, Dedicated Servers, and Co-location

  21. #21
    Join Date
    Jan 2003
    Posts
    175
    long time no see Steven, thanks for your follow up.
    ok done

  22. #22
    They were fantastic for many years. I tried a few hosts before them and they were all lacking. Finally bit the bullet and paid a bit more to get a shared reseller account from a top-tier company. They were great the whole way through. An occasional outage, but minimal downtime and never a repeat issue.

    For me, I'd say things have tanked in the last 2 or 3 months. Load spikes started happening regularly (Load Averages of 15-20 on 24 cpus), and I was getting emails everyday from clients (and pingdom) that the server was down/slow.

    Support is still responsive and polite, they just seemed to be unable to fix the issue, even though they swore the problem was taken care of. Chances are it's just my server that was having problems, or I'm sure we'd be hearing a lot more complaints, but my clients were getting very upset and couldn't afford any more downtime.

    Hopefully this is a small blip and I certainly wish them well in the future. They were a great host for me for many years, but I felt this was a sign for me to get off shared hosting and take the next step to a VPS.

  23. #23
    Join Date
    Jul 2002
    Location
    lebanon
    Posts
    270
    DEAR Guys
    I was reading this wile I am facing an issue also with HTTPME, so how I can reach Steven to explain my Problem with Httpme ?
    I have started since since November 2002 with Aussie Bob till now
    but recently all what I get fast response is we are checking into your issue
    and I prefer not talk into my issue and the technical answer I get after 2 hours from last reply that the domain is not resolving to the machine and post for me intodns.com report which show exactly where www record is pointing

    hope I can reach Steven to discuss with him my problems I am facing with httpme
    rami

  24. #24
    Hi Rami,

    You can escalate any ticket in the helpdesk by asking for it to be escalated to Steven. It will be sent directly to him for review.

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