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  1. #1
    Join Date
    Nov 2005
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    Left Coast
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    * NetworkEleven not responding

    This is my first post, so I hope Iím in the right place and doing this right.

    Is anyone else having trouble with NetworkEleven Support? I have place help tickets, sent emails, called the 800 number and left voice-mail messages. It has been over 24 hours with no responce.

    The Emergency Help tickets have not been assigned as yet. They claim to give 24/7 support. I have a level 2 reseller account.

    Any ideas how to get them to respond and get help? My customers are now upset with ME.
    Mike
    You canít control the wind, but you can adjust your sails.

  2. #2
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Did I post this is the correct Forum?
    Mike
    You canít control the wind, but you can adjust your sails.

  3. #3
    Join Date
    May 2001
    Location
    HK
    Posts
    3,076

    Smile

    Quote Originally Posted by imCoyote
    Did I post this is the correct Forum?
    Yes. What help do you need from NetworkEleven?
    If you meant http://www.networkeleven.com, their site isn't down ~

  4. #4
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    You are correct about them not being down. I have called them, emailed them, and submitted Support Help Tickets.

    I need Shell access activated, which they usually do within an hour. Also, I have asked for DNS Zone Editor turned on for another Domain.

    Every email is imported in to the Ticket System and so it shows several tickets waiting for NetworkEleven.com Responce. They have been ther over 24 hours and have NOT been assigned. I can login and see if there has been activity and it shows ZERO activity to the Tickets.

    Their Sales does not answer the phones and so I am dead in my tracks.

    What would you suggest?
    Mike
    You canít control the wind, but you can adjust your sails.

  5. #5
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
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    Being a newbie, I cannot post a link. That is why I had to only use the name, NetworkEleven, not the ".com"
    Mike
    You canít control the wind, but you can adjust your sails.

  6. #6
    Join Date
    May 2001
    Location
    HK
    Posts
    3,076

    Smile

    Then I can't help you. If you were asking technical questions, I would be able to help ~

    Maybe get your backups ready and wait them for a couple of more days ~

    Can't you get shell access and the DNS editor turned on from your reseller control panel? Sorry I am a WHM newbie ~

  7. #7
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    The cPanel does not give those options to me at my level.

    ---
    If you are a newbie ( Posts: 2,577) I have a really long way to go. What time zone do you use in Antactica?
    Mike
    You canít control the wind, but you can adjust your sails.

  8. #8
    Join Date
    May 2001
    Location
    HK
    Posts
    3,076

    Smile

    Quote Originally Posted by imCoyote
    The cPanel does not give those options to me at my level.

    ---
    If you are a newbie ( Posts: 2,577) I have a really long way to go. What time zone do you use in Antactica?
    Well, I have never used CPanel or WHM before so I know nothing about them ~
    2,577 posts are mostly chit chats and tech support help ~
    We have no official time zones in Antarctica ~

  9. #9
    Join Date
    Mar 2003
    Location
    WebHostingTalk
    Posts
    16,966
    Maybe they are on vacation? or problem with their internet connection?

    Yeah, wait for another day.
    Specially 4 You
    .
    JoneSolutions.Com ( Jones.Solutions ) is on the net 24/7 providing stable and reliable web hosting solutions and services since 2001

  10. #10
    Join Date
    Mar 2005
    Posts
    290
    Their site now seems to be back up...

  11. #11
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Quote Originally Posted by bluskyguy
    Their site now seems to be back up...
    Their site has NOT been down.
    Mike
    You canít control the wind, but you can adjust your sails.

  12. #12
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Quote Originally Posted by net
    Maybe they are on vacation? or problem with their internet connection?

    Yeah, wait for another day.
    They guarantee Support Responce within 24 hours 24/7.

    It seems they are on auto pilot. Sorta leaves me hanging out there. How do I give good customer service when I canít get it from my supplier?
    Mike
    You canít control the wind, but you can adjust your sails.

  13. #13
    Join Date
    Sep 2005
    Posts
    756
    Quote Originally Posted by imCoyote
    How do I give good customer service when I can’t get it from my supplier?
    That's is the thing isn't it?

    It is very hard to give better service than your supplier gives you except in areas like scripts/website issues etc that you can control. But the minute there is a more fundamental issue you are stuffed unless your supplier deals with it quickly and effectively. If you want to give your customers a good level of support, you have to make sure that your suppliers are the best you can get.

    Since your current suppliers aren't, you need to make arrangements to move your clients/sites ASAP.

  14. #14
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Food for thought.
    Mike
    You canít control the wind, but you can adjust your sails.

  15. #15
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Well I have taken your suggestion. It was time to make a change. I did some research and found that Thomas, one of the partners of NetworkEleven had sold his interest and started his own servers.

    I had had excellent experience with him in the past and so I decided to follow him. He gives FREE Reseller Migration and tremendously discounted pricing. I am saving $50 per month.

    He just finished Migrating all 100 plus of my domains and their complex php programming. I found two MySQL hiccups on HIS more up to date server and he stayed the course until everything was working and I felt good about my customerís websites.

    I would say, if youíre looking for a provider, I would give him 5 stars for the transition.

    Thanks Thomas.
    Mike
    You canít control the wind, but you can adjust your sails.

  16. #16
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Mike
    You canít control the wind, but you can adjust your sails.

  17. #17
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    Redux came through for me tonight.

    Some how I crashed my forum software and it was totally down. After panicing I remembered that NetworkRedux said they make backups of everything everynight.

    I placed a help ticket and within a couple of hours everything has been replaced.

    I am very impressed. NetworkRedux is the bomb!
    Mike
    You canít control the wind, but you can adjust your sails.

  18. #18
    <message deleted>

  19. #19
    Join Date
    Nov 2005
    Location
    Left Coast
    Posts
    13
    What I miss?
    Mike
    You canít control the wind, but you can adjust your sails.

  20. #20
    actually, nothing. I just made a wrong entry

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