No email or login support - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**Biff0r** · #1 (**permalink**) 17-12-2006, 19:52

Since Saturday morning I haven't been able to receive any emails. I have been able to send them until about 2 hours ago.

I have tried to log into the members support area, but get constant bad user name/password. Tried to reset password which I get to my hotmail account, but when i try to reenter it says wrong password, tried to reset it now 4/5 times.

I could really do with my email backup as I have got some eBay stuff to sort out.

domain name is fernvale.net

I have tried contacting via msn but nothing, tried the instant online help and get no response!

Help please

**eUKhost.com** · #2 (**permalink**) 17-12-2006, 21:41

Make sure that you are using fernvale.net as pop3 server as well as smtp server in your outlook configuration.

Don't use the IP for email server. If you continue to face problem then open a ticket from our helpdesk and we will take care of the problem.

**Biff0r** · #3 (**permalink**) 17-12-2006, 23:03

Quote:

Originally Posted by eukhost.com

Make sure that you are using fernvale.net as pop3 server as well as smtp server in your outlook configuration.

Don't use the IP for email server. If you continue to face problem then open a ticket from our helpdesk and we will take care of the problem.

I would if I could log in :P

**eUKhost.com** · #4 (**permalink**) 18-12-2006, 10:06

Are you trying to login in control panel or pop3 server ?

Please clarify as I am not sure what you are trying. If you can open a ticket then that would be easy for our support staff to followup with you and get it sorted in short time.

**g30rge** · #5 (**permalink**) 21-12-2006, 18:41

Interesting.........
I have had this happen twice in the last 10 days!!
Each time I have had to get on to technical Support who 'run a fix' then everything appears to be fine!But why is it happening in the first place?
Then I find out (inadvertantly) that the IP address of 2 domains I look after have changed without me being notified!
This after I have been pulling my hair out wondering why all of my updates to websites are not working - despite the fact I can see them via FTP on the server - only problem is no-one seems to know what server it is!!

Why does everything seem to be going wrong, and we, the users, are the ones to find out first and inform You??

Despite various emails and contact with Tech Support no-one can tell me why we were not informed of this change, In fact you do not even have the courtesy to acknowledge the emails!

**eUKhost.com** · #6 (**permalink**) 21-12-2006, 19:20

Hello George,

Your other post in web hosting forum was updated yesterday. Please check it from :- Web Hosting Explanation Please

**g30rge** · #7 (**permalink**) 21-12-2006, 20:02

Quote:

Originally Posted by eukhost.com

Hello George,

Your other post in web hosting forum was updated yesterday. Please check it from :- Web Hosting Explanation Please

I noticed that - but no-one has bothered to reply to that one either!!

Also - that post does not mention the mail problem as described here.

**eUKhost.com** · #8 (**permalink**) 21-12-2006, 20:31

There's no problem with email service for any customer on concorde as IP change has got nothing to do with email service.

If you have any specific problem with email service then open a ticket from our helpdesk and one of our senior system admins will take care of the problem.

Our support system admins work through our helpdesk only so complicated technical problems may not get any solution through our forum. You can communicate with our technical staff through livechat but that can be time consuming.

Livechat operators or phone support staff cannot focus on server side problems as their priority is to communicate with customers and keep them updated with status but those who work on server side problems work on tickets only as they need to give priority to server side problems and once that is sorted then they can respond to respective tickets.

**g30rge** · #9 (**permalink**) 22-12-2006, 07:23

Quote:

Originally Posted by eukhost.com

There's no problem with email service for any customer on concorde as IP change has got nothing to do with email service.

If you have any specific problem with email service then open a ticket from our helpdesk and one of our senior system admins will take care of the problem.

Our support system admins work through our helpdesk only so complicated technical problems may not get any solution through our forum. You can communicate with our technical staff through livechat but that can be time consuming.

Livechat operators or phone support staff cannot focus on server side problems as their priority is to communicate with customers and keep them updated with status but those who work on server side problems work on tickets only as they need to give priority to server side problems and once that is sorted then they can respond to respective tickets.

I am aware that IP address has nothing to do with mail - do you really think your customers are stupid!

Each time I have had a problem - I HAVE gone via helpdesk or live chat.
The reason for my post is that I have had the same email problem as the poster here only twice!!
Reason for this post was to ask why it is happening regularly??

The IP address problem (if you read my post correctly) was for updating the websites.
One website in particular is updated by 4 different people in 4 different places.
Your initial FTP instructions to people give the IP address for the server for FTp access.
Then you change the address without telling anyone and we are left wondering why our websites are not updating when to all intent and purposes we can see the website update (albeit the wrong site) in FTP software.

So - the reason for my post is:
1. to echo the problem the initial poster is having
2. to highlight another problem (IP change without notification)
3. to highlight the fact no-one has replied to any of my emails to let me know why we were not informed of the IP address change

It really seems as if your service and customer service is going downhill!

**eUKhost.com** · #10 (**permalink**) 22-12-2006, 12:09

If you think that service is going downhill just due to IP change then you need to try out some other hosting companies.

I will pay through my card if you are ready to test any of your websites with other hosting companies. This was a minor problem and only you use IP address for FTP while all our other customers use their domain names for FTP.

I don't think your webmasters lost their precious time due to this problem as they should learn to give priority to domain name for ftp service rather than IP address. IP address can change even if you get a SSL certificate installed.

When you send an email to our support address you get a auto responder message which gives the ticket number. Let me know the ticket number so that I can verify if our service has gone downhill!!!!!

**g30rge** · #11 (**permalink**) 22-12-2006, 14:49

Quote:

Originally Posted by eukhost.com

If you think that service is going downhill just due to IP change then you need to try out some other hosting companies.

I will pay through my card if you are ready to test any of your websites with other hosting companies. This was a minor problem and only you use IP address for FTP while all our other customers use their domain names for FTP.

I don't think your webmasters lost their precious time due to this problem as they should learn to give priority to domain name for ftp service rather than IP address. IP address can change even if you get a SSL certificate installed.

When you send an email to our support address you get a auto responder message which gives the ticket number. Let me know the ticket number so that I can verify if our service has gone downhill!!!!!

OK - I can unerstand your attitude but you clearly do not understansd mine.

I already have websites with other hosting companies but don't have these problems!

Use of IP address for FTP - YOU sent me the details to log in for FTP which includes the IP address for access not the domain name, and I will be very surprised if I am the only one using IP address out of all your customers seeing as you specify using IP address from your help desk (I have an email showing this from 20th Dec)
I have sent emails to support - but NO auto responder so I can not give you a ticket number
(I have just checked - I sent 11 mails to support between 19th - 21st Dec and do not have an auto response to any - nor a ticket number. I do have replies to some of them but not all)

We don't use webmasters, we have 3 or 4 people who maintain sections of our village website. They were all set up with the details you sent to us at the onset of the account!

I am not complaining of lost time or anything like that - it is your lack of communication to customers which is the problem.

As for going downhill -
11 mails - no autoresponder, no ticket number and still, despite your answers, no reply as to why we were not told about IP address change. Seeing as you are aware I am the only one using IP address for FTP, it would only have took one e-mail.

We used to get civilised answers to problems - now it seems that we get confrontational replies.

I may not be an expert in hosting etc but I do know about customer service!

**eUKhost.com** · #12 (**permalink**) 22-12-2006, 15:04

I have worked out few things to get rid of this communication problems :-

1. Our Helpdesk is located at http://support.eukhost.com and henceforth you should open ticket from the Helpdesk only as we are not getting your emails and the problem can be found only after I know the email address from which you are sending emails. As of now you should use the Helpdesk to open tickets.
2. Welcome email was recently modified and we include Domain or IP in FTP information section so we will inform all our existing customer who were sent old welcome emails.
3. Proper planning was not done for this transfer as we had very limited time to complete the transfer and failure of the old drive would have resulted in another thread of 200 posts in network status forum.
4. We had no time to send prior notification and we were relaxed after successful completion of transfer and IP change notification got out of our imagination.

I will ensure that our management takes care of this in case of any such problem in future and we will notify all customers about IP change.

**g30rge** · #13 (**permalink**) 22-12-2006, 15:33

Thank you for a sensible answer which is all I asked for in the 1st place !

As for you not getting my emails - sorry but you are!
I have answers to some of my mails (all sent to same address)

As for domain name for FTP I totally agree with you - but this is part of an email reply I got from support 2 days ago.

"Hello George,

I just tried uploading the files http:// *******.net/test.htm & http:// *******

.net/baby.jpg

Using the following login details:

IP : 87.117.234.200
Username : *******
Password : ********

Please check the same from your end too."

This is how I found out about the different IP address!!, it seems your support desk use IP address not domain name!!

**eUKhost.com** · #14 (**permalink**) 22-12-2006, 18:51

Previously we use to face problems due to loss of mysql data or emails of customers so this time we were focussed on ensuring that nothing is lost in this transfer process and customers should find their websites on a server which is above their expectations.

I will make sure that we keep FTP information as well on our checklist when something similar is done in future. I don't think you should worry for next 2 years as my experience says that we need to replace servers or hardware after 2 years but we have expertise in moving data and most of the times we mirror a new server with old server and simultaneously IP addresses are swapped on both server to bring the new server back online with same IPs and everything as it is except hardware configuration.

**netequette** · #15 (**permalink**) 22-12-2006, 20:41

Just a quick comment

I only ever use the IP address for FTP and advise my customers to do the same and so I think its a very good move to keep customers notified of IP changes.

I would be interested to know how many webmasters use IP over domain name for FTP just for curiosities sake.

**g30rge** · #16 (**permalink**) 26-12-2006, 20:15

Quote:

Originally Posted by netequette

Just a quick comment

I only ever use the IP address for FTP and advise my customers to do the same and so I think its a very good move to keep customers notified of IP changes.

I would be interested to know how many webmasters use IP over domain name for FTP just for curiosities sake.

mmmm - so I am not the ONLY ONE using IP address

**g30rge** · #17 (**permalink**) 04-02-2007, 18:56

and after ftp problems all this week I get this reply from EUK tech support

Quote:

Hello,

The tracert to our server from your local network is completing, so this proves that your IP is not blocked anywhere on the network and neither on our server. Well, it seems that you are using the old IP (147.202.42.190) as hostname while FTPing to your account. I would suggest you on using the new IP (87.117.234.200) of the server to FTP to your account. That would probably solve your problem.

--
Regards,

**************,
Tech Support Dept.

So I am the only one using IP address !!!

**eUKhost.com** · #18 (**permalink**) 04-02-2007, 19:20

Please request your webmasters to use domain name for FTP as we keep on changing hardware of servers every 2 years as we believe in giving high class performance to our customers and we remove old servers to prevent any kind of latency in working of websites. Using domain name for FTP is always a good practice.