Having noted the PLESK license they installed would expire in a couple of weeks, I took them up on their offer to upgrade PLESK to the next version.
That was 8:57 yesteday morning.
9:13 they started work on the upgrade.
12:29 the server was still down and I was worried.
I went to add a trouble ticket - and when I click open new ticket, all I get is the FAQ page. Does that not sound dodgy to you?
I tried adding it to a previous still open ticket, and got no reponse in 30 mins.
I called, twice, and having been kept on hold for ages, I was told that my call could not be taken now, leave a message. Lo and behold, the messagebox was not accepting message (full?).
I then used the live sales chat (24*7*365) and found a helpful guy there who got the techs working on it. It wasn't until 16:50 that I actually heard from these techs, in reply to the trouble ticket (to which I had added at 12:29).
Apparently they cannot boot the server and there is a hard disc problem. They said they are working on it and would let me know when it was fixed.
Okay, fair enough, hard disk problems can happen. They might even happen cooincidentally at the same time as these guys were upgrading the PLESK license. Although I have reason to doubt the harddisk has any problem. Why? About 2 hours into the downtime the server was up for about 3 minutes, during which I logged into SSH, got pings, and viewed websites - doesn't sound like a boot or harddrive problem to me.
It's now 2:10 AM the day after this started - that's right 18 hours of downtime.
The live chat to sales on site doesn't work (despite being 24*7*365).
The trouble ticket system won't allow any tickets to be opened.
And the phone still isn't being answered.
Does anyone have any way I can get hold of these people? Or similar experiences? I'm most annoyed that the trouble ticket system is not working, at all. And the phone has the cheek to keep me on hold for ages on an international call before it decides it can't answer my call.