As soon as I raised the ticket...

[Latona]

I just raised a ticket as I couldn't access this web site hosting nor my VPS Hosting - it was down for approx 10 minutes (but last time I raised the same query, I was told it was my ISP).

This time, I got people on msn to check eukhost.com and they couldn't access it either - so definitely wasn't my ISP. Although as SOON as I hit the send button on my email... the page loaded... go figure :P

[WelshTom]

Please can you provide us with the IP address of your VPS Hosting, and of the hardware node of which it is located?

[Latona]

Well, eukhost.com was inacessible at the same time - the current VPS Hosting is 217.112.82.145

[flesso]

Must have been a problem with one of the carriers, or one of those momentary blips.

[eUK-Nick]

Hello Kevin,

I can now confirm that the incident which you are talking about is one of those occasions when the carriers all went blip. There is no problem with the node or the VPS Hosting.

[freeneasy]

This has just saved me having a moan again

Thanks guys

[Latona]

Same thing again - eukhost.com wasn't accessible so I decided to check the reply to the original ticket...

Please send us a complete traceroute to your VPS Hosting so that we can assist you in a better way.

How is that going to be useful when eukhost.com web site hosting is also down and suffering the exact same problem... plus it doesn't tell me how to get a complete traceroute and assumes I know how to do that.

Does eukhost not have any information on customers or track the tickets they answer?

If they did, then they would all know that I have said numerous times that I have never had a VPS Hosting before and my technical knowledge is limited - I can follow instructions when they are outlined, however, I am not able to figure out what to do when the reply requests information that I have no idea how to provide.

The reason for this post is to try and figure out how often the carriers go 'blip' as it seems to be happening quite frequently (as in almost every time I try to access eukhost.com - which is likely 2-3 times a week at most... if I checked more often, would I still encounter such a high number of blips?).

PS. is the IP 217 a uk IP? as it relates to RIPE that are based in Holland? - The reason why I am with eukhost.com is they told me they used UK data centers and IPs - so why does mine resolve to Holland?

[eUK-Nick]

Originally Posted by Latona

Same thing again - eukhost.com wasn't accessible so I decided to check the reply to the original ticket...



How is that going to be useful when eukhost.com web site hosting is also down and suffering the exact same problem... plus it doesn't tell me how to get a complete traceroute and assumes I know how to do that.

Does eukhost not have any information on customers or track the tickets they answer?

If they did, then they would all know that I have said numerous times that I have never had a VPS Hosting before and my technical knowledge is limited - I can follow instructions when they are outlined, however, I am not able to figure out what to do when the reply requests information that I have no idea how to provide.

The reason for this post is to try and figure out how often the carriers go 'blip' as it seems to be happening quite frequently (as in almost every time I try to access eukhost.com - which is likely 2-3 times a week at most... if I checked more often, would I still encounter such a high number of blips?).

PS. is the IP 217 a uk IP? as it relates to RIPE that are based in Holland? - The reason why I am with eukhost.com is they told me they used UK data centers and IPs - so why does mine resolve to Holland?

I have replied to the ticket which you had raised. I have elaborated on the need for a traceroute report. I also have given the details about the IP assigned to you.

[firew@ll]

How is that going to be useful when eukhost.com web site hosting is also down and suffering the exact same problem... plus it doesn't tell me how to get a complete traceroute and assumes I know how to do that.

You are having a VPS Hosting which means administrator access and traceroute is on the most basic commands which everyone should be aware of. The VPS Hosting users are advanced users rather than beginners. If you are having a VPS Hosting then you should atleast know such simple basic commands. If you don't know them, google.com would help you. Have you ever searched anything in the great search engine ? you should reply to the tickets opened with support asking for help on the same [OR] directly come online for chat with the techs, I am sure they would have provided you the steps. With what I can see, the techs have been helpful to you all the time you raised a query. Also, an email directly to NickG [Quality Assurance Manager] would make your problems rectified quickly & tickets made to be answered on priority.
I hope you or others don't mind my interference into this issue.

-Firew@ll

[Rock]

We're always open to support any of your queries, but a primary Google.com search would give you some quick solutions which would in turn save your time too...
eg. How to do a trace route

[Latona]

Originally Posted by firew@ll

You are having a VPS Hosting which means administrator access and traceroute is on the most basic commands which everyone should be aware of. The VPS Hosting users are advanced users rather than beginners. If you are having a VPS Hosting then you should atleast know such simple basic commands. If you don't know them, google.com would help you. Have you ever searched anything in the great search engine ? you should reply to the tickets opened with support asking for help on the same [OR] directly come online for chat with the techs, I am sure they would have provided you the steps. With what I can see, the techs have been helpful to you all the time you raised a query. Also, an email directly to NickG [Quality Assurance Manager] would make your problems rectified quickly & tickets made to be answered on priority.
I hope you or others don't mind my interference into this issue.

-Firew@ll

When I initially took a VPS Hosting I clearly stated that the only webmaster experience I had was using cpanel in a shared hosting environment and knew the very basics - plus wasn't interested in learning the technical side of things. If you reviewed every single ticket I had ever opened, you would see that most of the answers were along the lines of:

"The problem is fixed, it won't happen again kind of thing" - without ever explaining the cause of the problem.

Regarding the knowledge of commands, I could raise the knowledge of customer support ignoring the questions raised. If the VPS Hosting support team do not have access to diagnostic tools to enable them to get the data they need to analyse a problem (or potential problem), then it is not a VPS Hosting support team but more along the lines of front-line support. My understanding of VPS Hosting support is that my queries would go to people who had access to tools to be able to fix and resolve a query based on the questions raised (they would be able to retrieve any technical information required). Therefore it wouldn't be necessary for me to provide technical data...

*** This is for illustrative purposes only and the ticket can be closed as a reason was given in this thread ***

This was the message I sent:

Do not reply to me and tell me that it is working fine - after it gets rebooted or something.
Do not tell me it is my ISP - I am in the UK and have had 5 different people check and they are unable to access it... another person in the uk, 1 in australia and 3 in USA.

It has been doen for about 9 or 10 minutes (8:54 GMT/UK time) and it is currently 9:04pm.

Can I have an explanation of why eukhost.com is down as that will also explain why my website hosting is down - and whether it is every web site hosting hosted on eukhost.com servers.

The last time I enquired with the same query, I was told it was my ISP - however, it clearly isn't my ISP otherwise they control access on 3 continents.

The reply:

Hello,

Please send us a complete traceroute to your VPS Hosting so that we can assist you in a better way.

So tell me why the question was ignored about why eukhost.com was down? - It is the same with every ticket ever opened, the initial query isn't addressed fully or was replied to as 'it is now working etc'. The question was answered in this thread - but would NOT have been answered in a support ticket? Why?

I do not want to sound as if I only come here to complain, but that is generally the reason as the response from support tickets is ambiguous or ignoring the questions raised and I need to resolve my queries in public. Customer service deals with answering queries and resolving issues... it doesn't or shouldn't be about ignoring questions or stating the obvious (like it is working now after I reboot or someone in support rebooted etc). The only way I can learn is to know what the cause of a problem is... not just ignore the problem and 'fix' it with a reboot etc. I hope you can understand the difference as a reboot of the VPS Hosting is a short-term fix and will not address anything if there are any underlying issues (on either side).

Overall, from all the tickets I have raised since last may, the fault has never been something I done or any script I was using (although I haven't officially launched any sites - just bee trying out a few things at various times... so the VPS Hosting has technically been pointless to date).

I will never use the online chat to resolve things as I was thoroughly unimpressed with the technical support when I did, I was less than impressed with their lack of basic conversational english and ambiguous answers and lack of knowledge and understanding of my queries. I remember speaking to 2 or 3 different people and having to explain the same thing 2-3 times within a short timeframe - so definitely wouldn't use it again.

This thread can be closed as I do not have any open query - I was explaining my frustrations and why the need for a tracerroute was required when they should have been able to work it out as being the same reason why eukhost.com was down and inaccessible at the same time.

[WelshTom]

Your internet service provider determines the route data flow should take when accessing website hostings. Each internet service provider is different, and therefore each will take a different route.

The reason we need the traceroute is so that we can see which route has been taken, so that we can diagnose any faults with the data carriers.

The traceroute can only be completed by yourself - as we don't have access to your computer to fulfill these commands.

An example traceroute has been attached.

[eUK-Nick]

Originally Posted by Latona

When I initially took a VPS Hosting I clearly stated that the only webmaster experience I had was using cpanel in a shared hosting environment and knew the very basics - plus wasn't interested in learning the technical side of things. If you reviewed every single ticket I had ever opened, you would see that most of the answers were along the lines of:

"The problem is fixed, it won't happen again kind of thing" - without ever explaining the cause of the problem.

Regarding the knowledge of commands, I could raise the knowledge of customer support ignoring the questions raised. If the VPS Hosting support team do not have access to diagnostic tools to enable them to get the data they need to analyse a problem (or potential problem), then it is not a VPS Hosting support team but more along the lines of front-line support. My understanding of VPS Hosting support is that my queries would go to people who had access to tools to be able to fix and resolve a query based on the questions raised (they would be able to retrieve any technical information required). Therefore it wouldn't be necessary for me to provide technical data...

*** This is for illustrative purposes only and the ticket can be closed as a reason was given in this thread ***

This was the message I sent:



The reply:



So tell me why the question was ignored about why eukhost.com was down? - It is the same with every ticket ever opened, the initial query isn't addressed fully or was replied to as 'it is now working etc'. The question was answered in this thread - but would NOT have been answered in a support ticket? Why?

I do not want to sound as if I only come here to complain, but that is generally the reason as the response from support tickets is ambiguous or ignoring the questions raised and I need to resolve my queries in public. Customer service deals with answering queries and resolving issues... it doesn't or shouldn't be about ignoring questions or stating the obvious (like it is working now after I reboot or someone in support rebooted etc). The only way I can learn is to know what the cause of a problem is... not just ignore the problem and 'fix' it with a reboot etc. I hope you can understand the difference as a reboot of the VPS Hosting is a short-term fix and will not address anything if there are any underlying issues (on either side).

Overall, from all the tickets I have raised since last may, the fault has never been something I done or any script I was using (although I haven't officially launched any sites - just bee trying out a few things at various times... so the VPS Hosting has technically been pointless to date).

I will never use the online chat to resolve things as I was thoroughly unimpressed with the technical support when I did, I was less than impressed with their lack of basic conversational english and ambiguous answers and lack of knowledge and understanding of my queries. I remember speaking to 2 or 3 different people and having to explain the same thing 2-3 times within a short timeframe - so definitely wouldn't use it again.

This thread can be closed as I do not have any open query - I was explaining my frustrations and why the need for a tracerroute was required when they should have been able to work it out as being the same reason why eukhost.com was down and inaccessible at the same time.

In my previous reply, I had informed you that your queries have been answered in detail.

[Latona]

Originally Posted by eUK-Nick

In my previous reply, I had informed you that your queries have been answered in detail.

This is a prime example of NOT READING my post... otherwise there would not have been a reply to it. I will include the last paragraph from my post above again and maybe it will be read this time?

The explantion of what a traceroute can show was informative, but the post stated it wasn't just me who was experiencing it but 5 people in total on different continents and therefore wasn't a viable request in the support query in my opinion as I would have needed to provide a traceroute for 4 other people (which would have been impossible as outlined above).

I will reiterate the point that other website hostings worked fine on my pc at the time but eukhost.com was inaccessible to 5 different people during the same time my VPS Hosting was inacessible. This would mean the problem didn't lie with my ISP as I wasn't the only person unable to access and therefore there was no need to request a traceroute as it would be unlikely that the 5 (maybe different) ISPs were using the same route.

This thread can be closed as I do not have any open query - I was explaining my frustrations and why the need for a tracerroute was required when they should have been able to work it out as being the same reason why eukhost.com was down and inaccessible at the same time.

[WelshTom]

Originally Posted by Latona

This is a prime example of NOT READING my post... otherwise there would not have been a reply to it. I will include the last paragraph from my post above again and maybe it will be read this time?

The explantion of what a traceroute can show was informative, but the post stated it wasn't just me who was experiencing it but 5 people in total on different continents and therefore wasn't a viable request in the support query in my opinion as I would have needed to provide a traceroute for 4 other people (which would have been impossible as outlined above).

I will reiterate the point that other website hostings worked fine on my pc at the time but eukhost.com was inaccessible to 5 different people during the same time my VPS Hosting was inacessible. This would mean the problem didn't lie with my ISP as I wasn't the only person unable to access and therefore there was no need to request a traceroute as it would be unlikely that the 5 (maybe different) ISPs were using the same route.

And this is a prime example of where you didn't read my post. I didn't say it was a fault with your ISP at any stage.

We need a traceroute report from you so that we can see which of the last few routers you are being routed through - as one of the routers could be experiencing problems.

The other 5 users which you asked to verify the connection could also be routed through this router.

So that we can resolve issues - both parties (I.E You and eUKhost) are needed to co-operate - but you're not co-operating, so we are unable to resolve the issue.

[Latona]

Originally Posted by eUK-Thomas

And this is a prime example of where you didn't read my post. I didn't say it was a fault with your ISP at any stage.

We need a traceroute report from you so that we can see which of the last few routers you are being routed through - as one of the routers could be experiencing problems.

The other 5 users which you asked to verify the connection could also be routed through this router.

So that we can resolve issues - both parties (I.E You and eUKhost) are needed to co-operate - but you're not co-operating, so we are unable to resolve the issue.

Another prime example of not reading my query... in this case euk-Thomas, read the first post I made in this thread and you will understand that my PREVIOUS query on a similar incident was telling me it was my ISP when it was in fact a 'blip'. At no stage during the most recent query did I mention anywhere that eukhost were blaming my ISP... (the blame was the previous query), so in fact you are the one that has not read my query while I have fully read and understood what you said (and if you read it, you would have seen me thanking you for the explanation!!!)

Are you deliberately trying to wind me up by saying I am not co-operating?

Ok - When I said I didn't know how to do a tracerroute that isn't me not co-operating - it is me saying I don't know what I am expected to do? Do you understand the difference?

I will put it another way and say that it is eukhost that are not co-operating with me when I have a query and they do not give an answer or when they request information from me without telling me how to obtain the information.

[Qube]

Latona, to do a trace route, drop into a command prompt (click on start > run, type in CMD and press return). Then type the following >>>

cd\
tracert www.yourdomain.com >report.txt
or tracert your-ip-address >report.txt

Obviously changing the your domain / ip to the ones hosted with eukhost

Then copy the contents of C:\report.txt to eukhost

If you have a router it may stop the trace route from working. In which case you'll need to log into your router (see your routers manual) and temporarily disable it's firewall.