05-27-2002, 02:33 PM
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WHT Addict
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Join Date: Dec 2000
Posts: 113
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RackShack - Why do they do that?
Hi all,
I'm just really curious, and I couldn't get a decent response from Rackshack...
Why do the people at RackShack completely disconnect your server if billing fails?!
I have a very large website running there, and people are currently pissed off... My (sponsor's) credit card expired last March, and it had to be updated. No problem, but my sponsor doesn't really trust secure servers, so he requested to fax it. He got a nice little fax paper, faxed it, and never heart anymore from RackShack.
Now, I found out 2 hours ago that the server was disconnected... I checked my email, to find that was done due to billing errors. I had to call someone to update my billing info...
I told my sponsor to do that, and am currently waiting...
Still, really, why do they do this? This isn't the way to behave to your customers, if most likely it is THEIR fault?
__________________
Leon Mergen
leon@antrophia.com
http://www.antrophia.com/
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05-27-2002, 02:55 PM
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Junior Guru
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Join Date: Apr 2002
Posts: 180
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My guess would be that the server diconnection is automated... if the online billing info isnt accurate within X days, then it gets shut off... just a guess...
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05-27-2002, 03:39 PM
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Junior Guru Wannabe
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Join Date: May 2002
Posts: 43
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It's probably automatic like the person said above,it's understandable that it would happen,no cash-no service..
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05-27-2002, 03:56 PM
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** Server & Hosting Experts **
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Join Date: Dec 2001
Location: Franklin, TN, USA
Posts: 1,310
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You mean they've programmed an IF command into a droid that pushes the off button on a server? 
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05-27-2002, 04:00 PM
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Web Hosting Master
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Join Date: Oct 2001
Location: Miami,FL
Posts: 592
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They never turn off a box..they just unplug the utp
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Joman Sierra
http://www.dominet.net
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05-27-2002, 04:05 PM
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WHT Addict
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Join Date: Dec 2000
Posts: 113
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My server is back up again:
[admin@ensim admin]$ uptime
10:05pm up 66 days, 1:20, 1 user, load average: 1.40, 1.38, 1.24
[admin@ensim admin]$
so I guess it's inside the switch
__________________
Leon Mergen
leon@antrophia.com
http://www.antrophia.com/
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05-27-2002, 04:08 PM
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ThirtySx Bits Forever!
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Join Date: Jul 2001
Location: Canada
Posts: 1,284
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a droid by any other name
Quote:
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You mean they've programmed an IF command into a droid that pushes the off button on a server?
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Tech's have been called driods before 
Actually the automation is probably as simple as setting a flag in the billing system that sends an email to the tech on duty to shutdown server #whatever.
__________________
 "Obsolesence is just a lack of imagination."
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05-27-2002, 04:22 PM
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WHT Addict
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Join Date: Dec 2000
Posts: 113
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Nah, I think it's in their switch...
they just have a script that disables/enables the forwarding for my IP, and that's it...
As you can see at my uptime, the server never was actually shut down... it just was "disconnected" ...
__________________
Leon Mergen
leon@antrophia.com
http://www.antrophia.com/
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05-28-2002, 05:44 AM
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Junior Guru Wannabe
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Join Date: Oct 2001
Location: Denmark
Posts: 65
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The few times I have had problems with billing they have mailed me and asked what I would like to do next. And every time in a very friendly way.
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05-28-2002, 08:21 AM
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WHT Addict
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Join Date: Dec 2000
Posts: 113
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Well, the one positive thing on this all is that they fully took all the blame...
It's good that a company does that, and not tries to turn the guilt on their customers in some way...
__________________
Leon Mergen
leon@antrophia.com
http://www.antrophia.com/
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