Website hosted by eukhost

[morpheus]

I currently have my website hosting hosted by eukhosts, the wednesday before christmas i couldnt log in to my cpanel so i checked the website hosting too, no joy, something was wrong!!!

I did a traceroute and got the following results;

R:\\>tracert www..co.uk

Tracing route to .co.uk [87.117.201.114]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.60.250
2 4 ms 3 ms 3 ms 195.224.109.65
3 12 ms 12 ms 12 ms s5-0-1-2-6-1-0.ar27.hx2.bb.pipex.net [195.224.13
0.110
4 13 ms 13 ms 18 ms g3-1-5.cr05.hx2.bb.pipex.net [62.72.142.5]
5 36 ms 15 ms 14 ms ge0-1.lonap.lon.rapidswitch.com [193.203.5.86]
6 22 ms 13 ms 15 ms ge-2-24.pup.mer.lon.rapidswitch [87.117.214.6]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.

now this suggested to me that the fault was after the rapidserver IP 87.117.214.6, I contacted eukhosts and after a chat with vallery on live support I was told to raise a ticket, nothing was done for about an hour so I went back on live support and spoke to a very helpful operator called Andy, within minutes he deduced that the firewall was blocking my IP and cleared it up for me.

Today The same thing has hapened again and the tracert may as well be a copy of the first one, so I contacted live help and got vallery again, I explained what had happened previously and showed the traceroute results, a few seconds later I got the reply well I can trace a route to you but it just gets to your isp so you must be blocked by your ISP?????? WTF????? then when I was told "well I can see your site" my reply of ..."well you are on the inside of the firewall so you will be able to see it if my IP is blocked again" I was just fobbed off and told to raise a ticket, which I have and am still waiting.

Now the DNS isnt resolving to the correct ip, come on guys get it sorted, this is two whole days now my website hosting has been innaccesable by me and so is the cpanel.

Maybe this is the issue other people have been having where website hostings just seem to dissapear, for short periods of time, maybe it's something else but if it carries on then I'll be looking for an alternative host and asking for a refund as I'm not getting the service I was promised


regards


morpheus

[Ryan]

Hello Morpheus,

Please let me know your domain name and the IP address of your local network which you can get by visiting http:// whatismyip.com, Our support team will look into the issue and resolve it as soon as possible.

[eUKhost.com]

AntiDos was enabled in apf firewall and for some unknown reason it was blocking your IP in antidos. Vallery and most of our livechat operators are level 1 techs and they cannot figure out such thing as ad rules in apf firewall leave no logs in server logs and it becomes difficult for anyone to figure out reason for such blocking.

Andy got your IP unblocked from the iptables rules but apf restores its rules again as apf overrides iptables. Our senior techs who work on our helpdesk know this thing but this never got escalated to them. Next time if you face such problem and you can afford to wait for 1 - 2 hours then remeber to open a ticket from http://support.eukhost.com only.

Livechat and phone support people cannot work on complicated problems as their priority is to answer customers while those who work through the helpdesk have priority to solve server side problems and then they answer respective tickets.

[swexpert]

Wow! That's an example of professionalism. I've become a fan of eukhost in just 2 days without being a customer(yet)!

Keep it up!

Morpheus, If I were in your place and had got my issue resolved, I'd have also posted a corresponding positive note.

Regds
IJ

[morpheus]

Didnt have time to check the website hosting till today, yayyyyyy we're back on track

I take my comment re "poor support" back totally and I understand your comments regarding the live help desk role and would like to apologise if I've offended any of your staff, it's a thankless task on a helpdesk I know and the only time people chat to you is when they have problems, so.........sorry vallery

What I will say is that I have never dealt with a company that have such positive personal approach and it is a breath of fresh air, looking for an alternative host would have probably not been such a good idea after all. I'm off now to ride my bmx because thats easier to backpeddle

Thanks for the help guys


Morpheus

[swexpert]

I owe you a toast, morpheus You comment has re-iterated my trust in eukhost.

Regds
IJ