Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : No support from bqbackup?

[WC_R]

I have been having alot of problems with BQbackup, amonth and a half ago it was storage problems, but right now the back ups for two servers are sporadic - for some reason it is only backing up random accounts, and not consistently. This is a huge problem - I have contacted support@bqbackup and scott@, over the course of a week and a half, but no response.

The FTP connection to the remote server just appears to hang when attempting to store the backup file. I stopped CSF for testing purposes and the backups are still uploading random data/time(173Mb, 25Mb, 140Mb). The server has the same firewall setup as the other servers.

If anyone knows of a reason this might be happening, or how to get bqbackup to answer emails, please let me know.

[-OY-]

I have emailed him for the past 2 weeks with no sort of reply. Hopefully, they are still going through the queue.

[Nex7]

I think they are a classic case of some/lots of growth, not scaling their support infrastructure (from staff to systems) with it, and then a huge problem hitting.

That said, from his and others posts on this board I have a good opinion of Scott, and believe BQbackup to be a good company (note: I have never actually used their services myself so that's just second-hand opinion) just in a bad time right now, so maybe give them some more time to get to you.

[bqinternet]

Originally Posted by WC_R

This is a huge problem - I have contacted support@bqbackup and scott@, over the course of a week and a half, but no response.

Could you PM me with your email address? We still have an overflowing support queue due to an OS bug on one of the backup servers. They are being replied to as quickly as possible, but some emails may have slipped through the cracks. A new support system will be in place in the coming weeks to allow better handling of any similar future scenario.

Originally Posted by WC_R

The FTP connection to the remote server just appears to hang when attempting to store the backup file.

That description would lead me to believe that your account is likely on the problematic server. We can migrate your account to another server in the mean time.

Originally Posted by -OY-

I have emailed him for the past 2 weeks with no sort of reply. Hopefully, they are still going through the queue.

According to the outbox, an email was sent on Thursday night. We also went back and forth a couple times in a WHT thread 2 days ago. If you have any outstanding issues besides what we have already discussed, feel free to send another email.

[-OY-]

My bad, not 2 weeks, 2 days.

[dragon2611]

Scott can you tell me whats happening with your Solaris servers.

I got moved from a FreeBSD to a solris server due to slow backup speeds, however I'm still getting poor speeds and the other day the server was completely inaccessible.

I've sent 2 emails and pm'd you on here last night but not heard anything.

[bqinternet]

Originally Posted by dragon2611

Scott can you tell me whats happening with your Solaris servers

Your account is on a server that is not affected, so if you are having slower than expected speeds, it's more likely to be routing-related. I tried downloading the test file that you previously provided, and the speed seems fairly normal for the distance between the servers. It could be that there is nothing wrong at all, but I'll help you troubleshoot that by email.

[WC_R]

I sent a private message on 8/31, still haven't heard anything back.

[coolnikin]

dat sucks was gonna try them , any other alternative ?

[WC_R]

I did finally hear back from BQbackup, and the issues was supposed to be fixed, but we still cannot get the server to stop timing out. We have not been able to successfully get our backups to the server, either via rsync or FTP even, for months. Have to use alternate sources for backups, may have to cancel. I tired emailing again earlier this week, but no answer.

[Jdubz31]

I would try resending your email. I do know that Scott has brought extra help onboard during a hectic time period (Solaris Migrations). Scott will likely also see this thread and respond shortly, but another email surely won't hurt.

[WC_R]

Yes, I am trying another email. Posting here last time finally got an answer to my first query. I really do hate using that method, because as a business owner, I understand that reputation is everything. I am not wanting to leave bqbackup, as we have used them for a couple of years, and all together have had very few problems. I merely want to see some positive action taken in a reasonable amount of time.

[bqinternet]

I would definitely recommend sending us an email. I was under the impression that everything was fixed, so if a problem came back, please let us know.

[WC_R]

I have sent two this week - to scott at bqinternet dot com

[bqinternet]

Originally Posted by WC_R

I have sent two this week - to scott at bqinternet dot com

All support emails should be sent to support@bqinternet.com. Emails to my personal address tend to sit there for a few days unless we're having an active email exchange and I know to look for your email there.

I have moved your email over the correct place, and am working on your issue now.