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  1. #1

    3dgwebhosting.com Outage

    Hello to all customers.

    We apologize for the inconvenience during this outage.

    Our technicians are working quickly to resolve the current network problems.

    We do not have an ETA however we will have upodates when we can.

    Thank you and we sincerely apoligize

  2. #2
    our support desk is

    3dgwebhosting.helpserve.com if you have any questions.

    thank you

  3. #3
    Any updates? what went wrong?

  4. #4
    We cant release exact details at this point. However we have technicians working on the issue.

    we will update as soon as possible

    Thanks

  5. #5
    Hi, its been about 36 hours already, any progress at all?

  6. #6
    Quote Originally Posted by minzliu View Post
    Hi, its been about 36 hours already, any progress at all?
    I emailed about 10 mins ago to see if there was an estimate on when it would be back up and was told "I will check with our engineers, no idea as of yet."

    Thanks for replying in this thread, i was beginning to think i was the only one that cared.

  7. #7
    Join Date
    May 2008
    Location
    Iowa
    Posts
    1,138
    This is the first I've heard in regards to the situation. I hope everything gets sorted out quickly.

  8. #8
    This is a very, very long outage. Any progress?

  9. #9
    Join Date
    May 2004
    Location
    Network
    Posts
    14
    please resolve it soonest

  10. #10

    Angry

    How about some actual information about whats really going on now?

    I've been offline for over 72 hours now and the only answer i get from the formerly helpful customer service is "ill check with the techs/engineers/etc"

    I get the feeling that something really bad has happened. Is my data in jeopardy?

  11. #11
    Wow. This outage is pretty bad! Any updates? Looking at server monitoring logs I've been down since Aug 14 4:50 pm... wow.

  12. #12
    Join Date
    Jan 2005
    Location
    Toronto, Canada
    Posts
    535
    dont get why a mass majority of people asking about when it will go back on line have zero posts?

    just call then
    North American Toll Free: 1-866-617-HOST(4678)

    International/Local: 1-403-366-4799

    i am sure they will tell you where they are at!!

  13. #13
    Their phone system is unavailable.

  14. #14
    Tried calling already. No answer as it is the weekend

  15. #15

    3dgwebhosting phone lines inactive

    Hi,
    Our sites have been down since 4:50 pm Friday August 14. It is now 6:36 pm August 16.

    In response to why we don't phone 3dgwebhosting directly to find out the status of the outage -We have phoned. The same recorded message has been on there for sometime. Their network is out and they are working on the issue, and they add that their "phone lines will be inactive" until this issue is resolved.

    They aren't responding to support and help online requests either(maybe because they might not be getting the message because their net is down...or maybe because they are swamped with customers all asking when it might be up.)

    I realize problems do occur periodically and I'm sure they are doing their best to get the issue resolved.

    3dgwebhosting, if you are out there somewhere, please check in and give us an update. Silence makes us fear the worse...any contact is better than none.

    Thanks,
    BJ
    P.S. I'm glad I do regular backups!

  16. #16
    Join Date
    Jan 2004
    Location
    Greece
    Posts
    2,123
    Do they have their own datacenter or colo/lease from another datacenter? Maybe you can try contact the datacenter directly.

  17. #17
    Join Date
    Jan 2007
    Posts
    76
    did you see this link :

    http://www.indiawebhosting.co.in/new...osting-outage/

    it seems that there are other companies have this problem !

  18. #18
    that just links back to webhostingtalk and is related to the last outage

    this is ridiculous... still nothing

  19. #19
    maybe their upstream provider is down?
    i know that they're on shaw big pipe and their website is down
    shawbigpipe.com

  20. #20
    Just phoned them again and got basically the same recording except now it says the phone lines will be 'temporarily inactive' until this issue is resolved. They haven't updated their support webpage yet. Still has the message from Aug 14.

  21. #21
    Join Date
    May 2008
    Posts
    31
    They should atleast tell the resellers, so they can explain to their customers. They should twitter about it or something...

  22. #22
    Hello Customers,

    We apologize for the lengthy delay in information release.

    We have suffered a catastrophic event which has made our main pipe unavailable.

    Over the weekend our techs have secured a temporary connection. We have been slowly bringing up customers on a one by one basis to ensure things are working.

    We are limited with the number of IP addresses to use and this is the reason for the longer outage for some customers.

    We do not expect full resolution until Thursday of this week August 20, 2009 when our bgp routing systems and dns fully resolve.

    PLEASE BE AWARE ALL DATA IS SECURE AND HAS NOT BEEN COMPROMISED AS A RESULT OF THE OUTAGE.

    IF customers need access to some data, we can accommodate the request through normal channels.

    WE WILL NOT BE ANSWERING TELEPHONE CALLS AS SOME CUSTOMERS ARE CALLING BACK EVERY 5 MINS, THIS IS TOO TIME CONSUMING FOR OUR STAFF AND WE NEED OUR STAFF FOCUSING ON RESOLUTION AS QUICKLY AS POSSIBLE.

    CRM's will be replying to normal emails from our support site however there could be a delay as we only have one staff member monitoring emails

    WE SINCERELY APOLOGIZE FOR THIS EVENT

  23. #23
    Thanks for the update. We appreciate it.

  24. #24
    Join Date
    May 2008
    Posts
    31
    Quote Originally Posted by 3dgwebhosting View Post
    Hello Customers,

    We apologize for the lengthy delay in information release.

    We have suffered a catastrophic event which has made our main pipe unavailable.

    Over the weekend our techs have secured a temporary connection. We have been slowly bringing up customers on a one by one basis to ensure things are working.

    We are limited with the number of IP addresses to use and this is the reason for the longer outage for some customers.

    We do not expect full resolution until Thursday of this week August 20, 2009 when our bgp routing systems and dns fully resolve.

    PLEASE BE AWARE ALL DATA IS SECURE AND HAS NOT BEEN COMPROMISED AS A RESULT OF THE OUTAGE.

    IF customers need access to some data, we can accommodate the request through normal channels.

    WE WILL NOT BE ANSWERING TELEPHONE CALLS AS SOME CUSTOMERS ARE CALLING BACK EVERY 5 MINS, THIS IS TOO TIME CONSUMING FOR OUR STAFF AND WE NEED OUR STAFF FOCUSING ON RESOLUTION AS QUICKLY AS POSSIBLE.

    CRM's will be replying to normal emails from our support site however there could be a delay as we only have one staff member monitoring emails

    WE SINCERELY APOLOGIZE FOR THIS EVENT
    Totally understandable... It slows down the process of actually fixing the problem.

    What can go wrong, will go wrong... Good luck guys!

  25. #25
    thank you for your response.

    We are working as quickly as possible and we will try and keep regular updates.

    It is truly a horrible experience, however the issue will be resolved soon. BGP routing and resolution for dns is the big issue right now as it prevents us from routing our arin assignment correctly.

    Again, we sincerely apologize for the inconvenience.

    Thanks

  26. #26
    Canadian crapola networks. All data centers that I have worked with will have redundant access to the Internet backbones. Whatever data center this is in is garbage. It may not be 3DG's fault per se, but if Canadian Internetworks are anything like their healthcare system, this is NO SURPRISE at all.

    No Offense 3DG, but perhaps there are other options like having your equipment housed at a data center with redundant OC3 connections.

  27. #27
    Thanks for the update 3DG! And good luck with getting the systems operational again soon!

    One tip: I think you should also send an email announcement to all your costumers as maybe not everybody is monitoring this forum?

    Thanks,
    Z

  28. #28
    Thanks,

    Unfortunately the change has affected our automation systems which stores the bulk of our customer data.

    Otherwise a mass email would have gone.

    Thanks for the advice

  29. #29
    Just a quick update.

    We are almost fully restored. Some customers are coming back online slowly.

    By midday Thursday our network should be fully restored.

    we thank all of our customers for their continued patience and loyalty during this very difficult time.

    Our phone system is still on voicemail until we are satisfied that all issues have resolved and all customers have access.

    you may continue to send email to our support department however there may still be delays

    Thank you

  30. #30
    Join Date
    May 2008
    Posts
    31
    Good job guys...

    Get a twitter so you can update ppl for future errors

  31. #31
    My pages aren't up yet unfortunately (5 days post incident). I have one SEO blog I was carefully nurturing along that essentially will have to be re-established with the search engines.

    I think it is a fair question to ask how are you planning to compensate your customers for the downtime?

  32. #32
    Hi,

    I've been a customer with 3dg for almost 1.5 years and have seen a share of outages. None of those outages have been this serious, nor without any warning. I resell space on my server, some to a couple affiliate marketing people, and the cost of their sites going down for even a couple days is substantial. I'm lucky that there hasn't been any serious consequences... so far!

    With the connection being down, I keep running through many thoughts in my head about "what if someone was trying to e-mail me something important?" I guess my main question, as to follow up with others, what is 3dg going to do to compensate for the lack of services they have provided?

    I do understand that catastrophes like this do happen, but perhaps if there was some warning or at the very least some feedback right away on the forums, instead of replying 3 days later, I could have manually changed some domains DNS server information over to a different host for a couple days had I know it was going to take this long to recover. DNS change overs usually only take 24 hours at the most, so that wouldn't have been so bad.

    I suppose if I was really concerned, I should have originally signed up with a host that guarantees the 99.99% uptime, and I suppose the past several days has proven to me that maybe I should consider switching to a new host. I'm going to have to think about that one. Another question to ask, are there any preventative measures in place to ensure nothing like this happens again?

    I'm still pretty unclear on exactly what the problem was related to? Did your big pipe switch from using bgp routing tables to use something else? Did they actually switch or take a number of IP addresses away from you? I'm still confused. I'm just hoping my server is one of the ones that is "coming up slowly."

    Thanks,
    Kevin
    Last edited by kerv; 08-19-2009 at 12:29 AM.

  33. #33
    Our priority at this point is to get the network fully stable and once the dust settles and everyone is happy connection is restored we can then address the customers directly.

    I cant detail the exact pinpoint issue as we are awaiting investigation by our network engineers.

    As of Thursday we will have everything restored with a 100% reliable proper bgp service.

    more details about future plans will be released, however this is not the time to discuss that.

    We are doing our best at this point.

    customers will be addressed individually after the event is cleared up.

    We again thank all of our customers for their excellent patience and understanding.

    PLEASE GIVE US TIME ON THURSDAY TO ENSURE ALL SERVICES ARE RESTORED BEFORE CONTACTING.

    WE HAVE EXTRA STAFF WORKING THAT DAY TO ENSURE ALL ASPECTS ARE FUNCTIONING WELL.

    Thanks

  34. #34
    Join Date
    Jan 2007
    Posts
    76
    is it possible that by tommorow when our servers came up , our ip's has been changed ?

    is it possible to have old IP ?

  35. #35
    Hello

    we will be changing IP addresses. We have our own ARIN IP assignment and to avoid any future problems it is best to switch all customers to a more permanent IP system

    This will allow 100% uptime with our bgp systems,

    Again, we apologize to all customers.

    Please allow our staff some time to get everything ready, customers will be notified as we bring their services online

    Thanks

  36. #36
    Join Date
    Nov 2007
    Location
    Arizona
    Posts
    57
    I remember when I used 3dgwebhosting, they were fantastic. It's sad that they suffered this big of a catastrophic event. My wishes to the best recovery!

  37. #37
    Join Date
    Jan 2007
    Posts
    76
    is there anybody that his server came up today ?

  38. #38
    Quote Originally Posted by Tiva View Post
    is there anybody that his server came up today ?
    Nope. Nothing yet. Still down as far as I know.

  39. #39
    Customers are being contacted and servers coming on line.

    Techs are working as quickly as possible.

    We will have everyone up today.

  40. #40
    Still not up :/

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