I use to swear by DreamHost -- Now I swear at them. A year or so ago, they were a great host. Support always answered within 30 minutes or so for most questions, the sites were fast, and all was good. Now, they have 310 open requests for support. We have 5 MySQL databases set up, 4 of them are up, 1 is not. Of course, the 1 is one that we really need. I submitting a request and gave it a "site outage" level of priority. I'll post back how long it takes them to respond.
About a week ago they had almost 2 hours of solid downtime during the middle of a business day. Everything was down, apparently it was a "central database failure." I fail to see what sort of business model would have that large of a business rely on a single central database for the entire hosting complex. *shrug*
My brother was having some of the same problems with dreamhost. I used their services for a bit and I found that it worked well but recently my brother has been complaining so I think he is going to change hosts. I now have hosting at 1and1.com and they are really good, well for what I need atleast. Their site is quite slow though... Well I hope dreamhost works out their problems because they were a good host before. Good luck with them.
It took nearly 5 1/2 hours for them to respond to my notice. The database server was up sooner than that (2 hours). I set it as the highest priority available, yet it took 5 1/2 hours. Their # of requests hasn't dropped below 200 in months, even the simplest things take a full day. Critical things seem to be pushed off as a "server problem" no matter what the cause. We just purchased a SM server... *shrug*
I've been very happy with Dreamhost (reletivly new with them, only about a year or so) in most regards. However I noticed yesterday that none of my sites are responding (nor is their homepage for that matter) and today is no better. It is certainly a problem on their end since a traceroute ends on gw-l3.dreamhost.com before timing out.
Hopefully this is resolved soon, or I will have to move one of my sites at least (Sheriff's Office Search and Rescue Team, really cannot afford any significant downtime on that)
Originally posted by Sposs can you not just ring their support department? there site is down at the moment so i dont know if thats offered?
Probably, if I knew the number
Also, I think they style themselves as one of the "ultra low cost" providers who do support over email. Which was fine for me because the few times I needed technical support they were very responsive. However that model of support kind of fails when the network drops.
I noticed three of us just posted our first posts in this thread. So I'm clearly not the only one who went searching for someplace on the web that might have some answers as to why my dreamhost sites stopped responding and found this forum
Been reading WHT for a while, but this is the first time I needed to post..so I registered.
I have couple of sites with dreamhost all are down.
Also the web panel and discussions boards. Traceroutes to dreamhost.com are showin very heavy packet loss. It's been approx 5 hours, this has been the first major outage of my site's with them but I have only been with them less than a month.
They offer call back services on the plan I have with them but they are for US residents only. Not that I would be able to submit a ticket anyway if I was a US resident
traces to my site from my home cable modem on cablevision/optimum online:
3 10 ms 10 ms 20 ms 192.168.15.1
4 20 ms 20 ms 10 ms dstswr2-vlan2.rh.pswynj.cv.net [126.96.36.199]
5 10 ms 10 ms 30 ms 188.8.131.52
6 10 ms 10 ms 20 ms r2-srp13-0.wan.prnynj.cv.net [184.108.40.206]
7 10 ms 10 ms 10 ms r1-srp1-1.in.nwrknjmd.cv.net [220.127.116.11]
8 10 ms 20 ms 10 ms 451be0ca.cst.lightpath.net [18.104.22.168]
9 10 ms 20 ms 10 ms so-8-0.hsa1.Newark1.Level3.net [22.214.171.124]
10 10 ms 20 ms 10 ms so-5-2-0.bbr1.NewYork1.Level3.net [126.96.36.199]
11 80 ms 90 ms 80 ms so-0-2-0.bbr2.LosAngeles1.Level3.net [188.8.131.52.46]
12 80 ms 91 ms 80 ms so-10-0.ipcolo2.LosAngeles1.Level3.net [184.108.40.206]
13 80 ms 90 ms 80 ms gw-l3.dreamhost.com [220.127.116.11]
14 * * * Request timed out.
15 131 ms 100 ms * basic-cabo.zuul.dreamhost.com [18.104.22.168]
16 * * 150 ms basic-cabo.zuul.dreamhost.com [22.214.171.124]
and a trace from my managed.com box:
3 126.96.36.199.ptr.us.xo.net (188.8.131.52) 1.530 ms 1.337 ms 1.295 ms
4 p3-0-0.MAR1.Fremont-CA.us.xo.net (184.108.40.206) 1.619 ms 1.926 ms 2.131 ms
5 p4-0-0.RAR1.SanJose-CA.us.xo.net (220.127.116.11) 1.633 ms 1.553 ms 1.441 ms
6 p0-0.IR1.PaloAlto-CA.us.xo.net (18.104.22.168) 1.842 ms 1.973 ms 1.923 ms
7 22.214.171.124.ptr.us.xo.net (126.96.36.199) 2.024 ms 1.938 ms 1.948 ms
8 svl-core-01.inet.qwest.net (188.8.131.52) 3.037 ms 3.089 ms 2.960 ms
9 bur-core-03.inet.qwest.net (184.108.40.206) 11.772 ms 11.520 ms 11.539 ms
10 bur-core-01.inet.qwest.net (220.127.116.11) 11.325 ms 11.327 ms 11.254 ms
11 18.104.22.168 (22.214.171.124) 11.779 ms 11.716 ms 11.774 ms
12 gw-qw.dreamhost.com (126.96.36.199) 12.054 ms 12.056 ms 11.938 ms
Originally posted by Sposs If this is your first problem with them maybe you should give them the benefit of the doubt.
Uhhh huh. I am actually.
I never said I'm cancelling all of my accounts with them and committing ritual suicide over this, just that I came here hoping someone would have an answer as to what was going on. But if this is not resolved somewhat quickly and I feel it is likely to happen again, I will have to move one site off of them that I cannot afford to have downtime with.
Don't take this as an attack on them, I've so far been very happy and would rate them a 9/10. Things happen and if they lost power or connectivity due to something out of their control I certainly wouldn't hold it against them.
I'm experiencing the same problems today, and this isn't their first problem this month. Did you have problems with them a couple of weeks ago when they were down for a couple of days?
I think one of my big problems is that they're not communicating when there's a problem. I have clients on my back, and I don't hear from them for a couple of days. They're very apologetic then, but that's not helping me right this second.
I have a nasty feeling this is going to hurt Dreamhost too. I've been with them for nearly 6 years now, and I'm now starting to look around for other host options. I have to, they're starting to make my customers doubt me, and I can't be having that.
Amanda -- Yeah, we were down for a good 4 hours earlier this month. Apparently it was a "central database failure." To compensate, they cleared usage records for disk space and MySQL usage. Apparently that was supposed to make us happy or something. They supposedly sent out an apology email, but no one received it (they now claim that their mail server didn't deliver it). I doubt we'll get an apology/explanation for this today, either.
I did get into the Web Panel for a brief minute or so -- they had 341 open support tickets.
They better hope they are down due to an earthquake or something serious.
I have been with them for quite some time and have been quite happy with the features and services which they provide.
Their recent central database failure was unusual for them.
I think they have about 20 or 30 employees and about 10,000 or 15,000 customers. So they have been very successful so far.
As a policy, they only provide support by email, which in the normal course of events works; in this case, however, their own website and control panel is down too.
Usually they are very upfront about problems and admit any mistakes they have made immediately. They also provide good email support, not just form letters.
Still, it is annoying that all my sites (and email) are down.
I have had horrible experiences with other hosting providers though. [ *See Eye* Host (spelled with those first two words as letters) is notably bad, and they are still around.]
I tried the free offer by 1and1.com which was good, but I found their control panel was not as good as Dreamhost. And they have some unduly restrictive rules, such as not being allowed to use MySQL databases to log information about visitors (website statistics).
Previously Dreamhost had been hit by a series of denial of service attacks. This could be something similar ...
Another first poster here. I'm unable to even get to Dreamhost's site at all - and in the previous outage earlier this month, I could still access my email via POP - now, I cannot even do that. I mostly have my site for fun and depend on the email accounts (currently looking for a new job, so REALLY need access to my email). I've been with Dreamhost for several years now, but have also been considering a change primarily because there is NO way to find out what is going on when there is a problem. I also do not care for their "golly gee whiz, it was no big deal" type emails they send out after the problem's been resolved - it doesn't make me feel like they really are concerned about preventing issues in the future.
I understand they're a small company with a large recent customer growth. However.. I think I'd be happy with something like I've experienced with other industries; a recorded time/date stamped telephone message that gives me some idea of WTF.
Even if they're not sure WTF, a recent message saying "We're working on it, we feel your pain, we're thinking it's a DOS or Qwest".
They have a pretty casual style of email communications, which I don't mind.
This is like being on hold on one of those machines that has no hold info whatsoever, so you're not even sure if you're still connected.
Posted: Mar 29th, 2004 - 09:17:59 AM PST (50 mins 46 secs ago)
We are currently experiencing severe network degradation on one of our routers. Access to all
services is currently sporadic and slow. Basic diagnostics and maintenance have not improved
the situation. One of our network engineers is working on the problem at this moment. We will
have full network access restored as soon as possible.
My email is up now - BUT - I have no mail since about 2am. I participate in several very active mailing lists, so I know that mail has come my way - I hope that it will be pushed out eventually and it isn't lost into ether.
I would advise any large DH customers to reconsider their host choice. This is about 12 hours of business hours downtime in the past month alone. We had a database crash for 3 hours earlier this month as well, and our mail server stopped delivering mail for over a day.
Our site is somewhat up, but all of our employees/clients are not using it yet for fear of a crash again.
I just pulled the latest database backup and site backup in case they go down for a day or something.
Chris, thanks for posting tht. I still can't get to the panel. My sites are back up now, but no email. I'm not concerned about that yet, I sent a test email from my mac.com email address, and the email didn't bounce, so that's a small bright spot in my day.
I'm trying to remember, does Dreamhost offer a x% uptime guarantee?