Anybody ? - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**freeneasy** · #1 (**permalink**) 30-01-2008, 20:26

Whilst I have done nothing but praise eUKhost in the short time we have been a customer I do at the moment seem to be banging my head against a wall.
I opened a ticket to the management team ( EZV-46817-927 ) some 6 hours ago with no reply, I have messaged a couple of members of staff on the forum and again no reply. ( one has been on-line since I sent the pm)

I know our problems may seem trivial to the team, but as a customer surely a reply would have been in order?

Sorry to post this.

Regards

Jim

**Brian** · #2 (**permalink**) 30-01-2008, 20:40

Six hours is not that long to wait for a reply. They are most likely working on it as you speak. Hang in there.

**WelshTom** · #3 (**permalink**) 30-01-2008, 20:42

I do believe that staff do not respond to PM's. Try talking to an operator via live chat to see the status of your ticket.

**freeneasy** · #4 (**permalink**) 30-01-2008, 20:46

Quote:

Originally Posted by eUK-Thomas

I do believe that staff do not respond to PM's.

A suggestion maybe for staff to disable the pm option to stop anyone else thinking that it is possible?

**Brian** · #5 (**permalink**) 30-01-2008, 21:04

The best thing to do is Skype or get in touch via Live Chat. I do believe they also have a freefone #

**freeneasy** · #6 (**permalink**) 30-01-2008, 21:09

The reason I opened a ticket was because our problems are fairly minor and some are re-occurring problems that live support have fixed in the past but keep coming back.
I did not want to 'clog' the live chat system with problems that I dont think are as urgent as some of the people that need live support.

But surely even a reply to a ticket within 6 hours is acceptable?

**eUKhost.com** · #7 (**permalink**) 30-01-2008, 21:31

Hello Jim,

Your ticket was flagged to me and it is under my ownership right now. We don't have any Guaranteed response time of 30 - 60 minutes when tickets are opened for Management Team. Problems you have due to group mailing from vBulletin forum need to be replicated as we cannot figure out why your VPS Hosting goes down without monitoring your VPS Hosting at the time of mailing.

vBulletin has a feature of sending limited emails per second so you should consider that option as sending hundreds of emails in 1 go is definitely going to shutdown your VPS Hosting.

**freeneasy** · #8 (**permalink**) 30-01-2008, 21:35

Quote:

Originally Posted by eUKhost.com

Hello Jim,

Your ticket was flagged to me and it is under my ownership right now. We don't have any Guaranteed response time of 30 - 60 minutes when tickets are opened for Management Team. Problems you have due to group mailing from vBulletin forum need to be replicated as we cannot figure out why your VPS Hosting goes down without monitoring your VPS Hosting at the time of mailing.

vBulletin has a feature of sending limited emails per second so you should consider that option as sending hundreds of emails in 1 go is definitely going to shutdown your VPS Hosting.

Thank you for the reply, please dont think I am having a moaning session, but after so long one does get a bit fed up of been told not to worry about something that keeps coming back.
As i stated earlier, this is the FIRST time I have had any problems with support and I DO realise that you have more important problems than ours.

Thanks again

**eUKhost.com** · #9 (**permalink**) 30-01-2008, 21:51

Our Forum is running on a high specification server but when we use mass mailing feature to email all 1000 members then the load goes above 15 - 20 for few seconds. If this can happen to a high specification server then your VPS Hosting is expected to shutdown if you have more than 1000 members.

We prefer to send emails through our billing system as it sends 25 emails in one go and then waits for 2 seconds before processing batch of next 25 emails. It takes some time for the billing system to send emails this way but it manages to send all emails without any problem and other applications don't need to suffer due to emails going out from the billing system.

You should find some addon for your vBulletin forum to limit flow of outgoing emails. We have some customers who have considered Dedicated Server simply due to these limitations of vBulletin forum software.

vBulletin overloads MySQL server and email server at same time as the mailing list is fetched from the database and then sent out using mail server. I'll communicate with our VPS Hosting team to see if we can do something to get this problem sorted without disturbing your existing setup.

**freeneasy** · #10 (**permalink**) 30-01-2008, 22:02

Thanks again for the reply.

When we looked at the VPS Hosting service hosted with yourselves, one of the pre-sales questions that we asked was ,

We are hosting a vbulletin site, will we be able to mass email our 4000+ members without a problem?

The answer that we were given was something like,

As long as it is not unsolicited mail this will not be a problem.

This is where I think it may have got a bit mixed up.

It is our members that donated the money for a VPS Hosting, so a dedicated server is not an option for us at the moment because of the cost.

Regards

Jim

**eUKhost.com** · #11 (**permalink**) 30-01-2008, 22:46

Hello Jim,

We can work out something over here. please let me know how many times in a month do you email all your members. We can upgrade your resources for 1 hour during off-peak hours and you can send all your notifications at that time and then we will switch your resources back to what it should be for your VPS Hosting plan.

I don't see any other way to sort this problem as its difficult for a VPS Hosting to deal with such high volume of emails.

**freeneasy** · #12 (**permalink**) 31-01-2008, 01:09

Quote:

Originally Posted by eUKhost.com

Hello Jim,

We can work out something over here. please let me know how many times in a month do you email all your members. We can upgrade your resources for 1 hour during off-peak hours and you can send all your notifications at that time and then we will switch your resources back to what it should be for your VPS Hosting plan.

I don't see any other way to sort this problem as its difficult for a VPS Hosting to deal with such high volume of emails.

Unfortunately we cannot plan our email lists. We may only have one offer to send our users a month, but then again we may have two in the same day.
As I stated, this was one of the questions that we asked , pre-sales and were assured this was not a problem.
I am overjoyed with the service up to now, and I would be devastated if a lack of pre-sales communications has let us down.

regards

jim

**Latona** · #13 (**permalink**) 31-01-2008, 03:26

I have a VPS Hosting on eukhost servers and a shared hosting account on unflux.net.

I also have a script that is for an article directory and I rarely send out any emails to all registered members, though there are 4000 or more registered.

Is there a cron job in VB to manage mass mail? to limit it to x emails every x seconds/minutes?

The article script queues emails to send out and limits it to 100 at a time and then sends those 100 emails out until the list is exhausted. I am sure VBulletin have some form of management of mass emails... otherwise many 100s of forums would constantly be down when they send a mass mail out.

**Site** · #14 (**permalink**) 31-01-2008, 16:55

Im sure there maybe some work around for this, within the vbulletin community.

**freeneasy** · #15 (**permalink**) 31-01-2008, 17:42

Oh I agree there probably is a work around.

The problem that I was stating was that before we signed up I stated that we ran a vb community of 4000+ members and we often mass mail them and would the server be able to cope?

The answer was 'YES' as long as it was not unsolicited mail.

I now understand that it is not possible and I will have to sort out some way around it.

**Site** · #16 (**permalink**) 31-01-2008, 17:44

Oh I see,
Did you ask more then one person ?

**freeneasy** · #17 (**permalink**) 31-01-2008, 17:57

Quote:

Originally Posted by Site

Oh I see,
Did you ask more then one person ?

I never realised I had to ask more than one person????

**Site** · #18 (**permalink**) 31-01-2008, 18:00

Oh I didnt mean it like that, just sometimes good to get a 2nd opinion.

**freeneasy** · #19 (**permalink**) 31-01-2008, 18:12

Well it was the sales manager that replied to me so I sort of took it as the right info.

**Site** · #20 (**permalink**) 31-01-2008, 18:13

Oh in that case I would too...