VPS DOWN - In desperation I write here - Page 2 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**jc8654** · #21 (**permalink**) 22-01-2008, 21:48

I don't think you can say better than that frankly! A lot of companies would ignore you and hope you go away but as you can see, eUK are taking the comments and doing something about them.

**gobold** · #22 (**permalink**) 22-01-2008, 22:22

Many Thanks and thats a better response that I expected so Well Done.

I had noticed things getting worse recently so I am glad you are doing something about it.

Re the staff they seem fine, polite and try hard and as such I have no problems with any specific members of staff.

At you meeting I am sure you will emphasize the need to THOROUGHLY read the emails before Responding.

I remember when support was so wuick it was amazing with your attitude I hope we will see it again soon.

I look forward to your update.

Many Thanks

Tony

**jc8654** · #23 (**permalink**) 22-01-2008, 23:23

Hi Tony,

Mark's asked me to post an update on what's currently going on.

Basically, the VPS Hosting team has been swamped recently which has meant a slow down in replies to tickets, longer to get onto livechat etc. Mark's currently busy implementing a quick fix before the meeting tomorrow which is why I'm posting this to let you know what's currently going on.

Currently there are 30 open tickets for the VPS Hosting department. To clear this backlog, he has moved some staff temporarily onto the VPS Hosting support team to clear the queue. Obviously this is not a permanent solution but everything will be discussed at the meeting tomorrow. One other thing discussed will also be the communication between all departments including those dealing with email, livechat and telephone to make sure everything is dealt with efficiently.

So hopefully with all these things, you will see an improvement in response time from tonight and then a longer term solution being implemented after the meeting tomorrow.

Jonathan

**gobold** · #24 (**permalink**) 22-01-2008, 23:36

Great thanks for the update, its really appreciated. I will look forwardo to hearing more after tommorrow.

**gobold** · #25 (**permalink**) 24-01-2008, 23:01

YET AGAIN THEY ARE OFF.

The best live chat can come up with it

"It may be that DNS have been flushed at your ISP" Wait a few hours

I think you have a serious problem with this node

I cannot have this sort of downtime. My daughter checked (15Km away) and cant access. All live chat keep saying is they can acces and its fine

**gobold** · #26 (**permalink**) 24-01-2008, 23:04

Now all of a sudden they come back and Live chat say they did nothing

PLEASE PLEASE PLEASE investigate

Something is wrong

**eUKhost.com** · #27 (**permalink**) 24-01-2008, 23:18

Quote:

Originally Posted by gobold

Now all of a sudden they come back and Live chat say they did nothing

PLEASE PLEASE PLEASE investigate

Something is wrong

I was present in VPS Hosting department when you were on livechat. There was absolutely nothing wrong with your VPS Hosting and everything was working fine on our end. If you and your daughter were not able to access the server then there must have been some DNS glitch, but there was nothing wrong with your VPS Hosting.

Next time if you face similar problem then provide us with traceroute details as thats the only way we can request our networking team to peep in this matter.

**gobold** · #28 (**permalink**) 24-01-2008, 23:37

I will now have to spend more monitoring this issue. Althought I would rather not, my clients have not been happy.

When it went down on Sunday till Monday nite a client many miles away also had the problem and he is on a differnt phone system and ISP.

I'm sure you will find the problem as they is one there somewhere.

**eUKhost.com** · #29 (**permalink**) 24-01-2008, 23:54

Quote:

Originally Posted by gobold

I will now have to spend more monitoring this issue. Althought I would rather not, my clients have not been happy.

When it went down on Sunday till Monday nite a client many miles away also had the problem and he is on a differnt phone system and ISP.

I'm sure you will find the problem as they is one there somewhere.

As a customer you can say your problem with authority, but our Networking Team wont take any steps without any proof of tracerts. One tracert would be sufficient for us to knock down this problem permanently.

**gobold** · #30 (**permalink**) 24-01-2008, 23:59

Teh Live chat didnt suggest this? He should have, next time (i hopehere wontbe) i will do that thanks

**jc8654** · #31 (**permalink**) 25-01-2008, 00:10

If I'm about next time you have a problem, I'll also try it. I'm based in Manchester so it should help to give more of an idea where the problem is if things go down.

**gobold** · #32 (**permalink**) 25-01-2008, 10:37

To jc8654.

Could you meil/PM me a messenger address if you have one. Next time it happens I can contact you straight away to test. I will post progress her anyway.

Any update on the progress following the meeting?

**jc8654** · #33 (**permalink**) 25-01-2008, 10:56

I'm guessing that this thread came out of the meeting.

VPS Issues - Migration

Mark isn't in until later today but I'll find out if there is anything else and drop another post on here. I didn't manage it yesterday as I had a nice Quantum Physics exam! Lol.

I've privated messaged you on here about messenger.

**gobold** · #34 (**permalink**) 25-01-2008, 11:24

Many Thanks. I read the Thread and voila - Some answers Great.

**eUK-Nick** · #35 (**permalink**) 25-01-2008, 11:45

Quote:

Originally Posted by gobold

Many Thanks. I read the Thread and voila - Some answers Great.

Hello,

That one is a long post from yours truly. Eukhost has always believed in being honest and crystal clear because of which that thread was initiated. The backlog is down & so support quality will be up there again.

If you have particular problems which have not been addressed, you may mail me directly. Thank you for your understanding (I know it sounds cliched)