New Server Set Up - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**govanmac** · #1 (**permalink**) 01-09-2008, 01:14

I set up a new ded server with EUKHOST last Friday, but the online support people are driving me crazy, every time I speak to them about an issue it is a nightmare, sometimes I have actually thought I got through to billing or one of the cleaning staff, as few of them seem to comprehend or don't listen to what you are saying.
You ask a question, then wait and wait, every so often you see that the agent is typing, this can go on for a while, when I get the answer which I expect to be long winded due to the time he was typing, it turns out to be 3 or 4 words, and not the answer.

I spent some time with a guy there getting nowhere, eventually he told me to send an email to dedicated@eukhost.com, and the support team will sort my problem, I said, I thought I was talking to the support team, he said to put the problem in an email and it will get sorted.
I have had the server for over 2 days now, and I am beginning to think I made a mistake.

One of the things that really get to me, is you explain everything to someone, spend a half hour talking and waiting for the long typing story of 4 words, then he decides to put you on to someone else, in this last case, my problem was with tech support, and he decided to pass me on to billing, I then had to explain everything again, only to be told to email them.

I am already losing the will to live. One of the reasons I decided to take up with EUKHOST was through the good comments I read in the forums about support.
Hopefully, things will get better, my first couple of dealings with them pleased me, I suppose it depends who you get.

**eUK-Martin** · #2 (**permalink**) 01-09-2008, 02:32

Hello,

I have had a look at the chat transcript that you had with our support & billing tech and I would like to put forward an apology for all the trouble that you have been through. The guys misunderstood you since they thought that you wanted to transfer the Registrar of your domain and want us to have it under our control.

However as mentioned by them, the name server change of your domain has propagated and it does point to the dedicated server that you have with us. I suppose your domain has been cached by your ISP which is why you are not able to browse or ping your site at your end. I would suggest you to try using a proxy or a different network to browse your site.

Your domain had a PHP error of missing Ioncube loader on the server, we have installed IonCube loader on your server and your site works like a charm. I have attached a screen shot to confirm my words.

I would again like to apologize and wish you to have the best hosting experience with eUKhost..

**govanmac** · #3 (**permalink**) 01-09-2008, 08:41

Hi

Thanks for getting back to me

I have checked the site, and you are right it is up and running, but it is still with the old host, the site on the new server has different colours, I pinged it and it still shows the old hosts IP address, even though the nameservers are showing at the new server.
It is 48 hours since I changed them, surely propogation shouldn't take that length of time?

**govanmac** · #4 (**permalink**) 01-09-2008, 10:52

Hi

I emailed the ISP and they have cleared the cache, and the site is now at the new server.

However, I tried to change some background images using FTP and nothing happened. I thought that perhaps I had sent up the wrong images, so I edited the title of the header and this didn't change either.
Can you check this out for me. I have changed the title in the header from "Find The Local - UK" to "Find The Local - UKK". The file has changed but the site hasn't.
I have also sent up a new logo, which hasn't changed.

Thanks for your help

**jc8654** · #5 (**permalink**) 01-09-2008, 11:33

This might sound odd but you are changing them on the new server aren't you? If you can tell me what your site address is I'll have a look from where I am to see if things have changed.

**govanmac** · #6 (**permalink**) 01-09-2008, 11:51

Hi

Yes! I am changing in the new server.

The address of the site is at: findthelocal.co.uk

Thanks

John

**jc8654** · #7 (**permalink**) 01-09-2008, 12:33

Only thing I can think is to check you're changing the files in the public_html folder as the changes aren't showing up.

**govanmac** · #8 (**permalink**) 01-09-2008, 12:42

Hi

Yes, I am changing in the public_html folder, I looked in the www folder as well, and it has updated in there, but not on the site.
I will have a look at my log in details etc. and see if I have everything right in there.

Thanks

**govanmac** · #9 (**permalink**) 01-09-2008, 12:50

Hi

I got it, although I think that perhaps support must have done something, as I also see a new file in the root which appears to be a back up file.
Whatever has happened, it is now solved, thanks for all your help////

**govanmac** · #10 (**permalink**) 01-09-2008, 14:57

I honestly don't know what is going on, everything was working fine, I was working away on the site, then it went back to the old host. I pinged it and there it is back again. I don't know what is happening here.

**jc8654** · #11 (**permalink**) 01-09-2008, 15:47

Who's your ISP?

**Site** · #12 (**permalink**) 01-09-2008, 18:42

New server looks to be working here...

**Lance** · #13 (**permalink**) 01-09-2008, 19:41

looks like dns propagation to me .. stumped me a few doing this... lol now I always allow 72hrs for full propagation after changing nameservers.. better to be safe than sorry

**eUKhost.com** · #14 (**permalink**) 01-09-2008, 20:51

Quote:

Originally Posted by Lance

looks like dns propagation to me .. stumped me a few doing this... lol now I always allow 72hrs for full propagation after changing nameservers.. better to be safe than sorry

I'll suggest you not to wait for 72 hours. If it doesn't work in less than 12 hours then something is wrong and you should chase technical support staff to get things sorted.

Rock · #15 (**permalink**) 01-09-2008, 21:11

Quote:

Originally Posted by Lance

looks like dns propagation to me .. stumped me a few doing this... lol now I always allow 72hrs for full propagation after changing nameservers.. better to be safe than sorry

DNS propagation doesnt take that long nowadays, this generally takes less than 24 hours & MAX 48 hours to propagate globally.

Here's a short info on exact is involved in this "DNS Propagation" term

The DNS record when being modified rather than just created, the DNS information that was previously propagated throughout the Internet has a Time To Live (TTL) value associated with it.. Any server on the Internet that has the Domain's previous DNS information will not look up the new DNS info until the TTL value has passed. This causes a greater delay in the new DNS information propagating through the Internet...

**Lance** · #16 (**permalink**) 01-09-2008, 21:37

I was on a virgin 50mb trial thing and their caches too ages to update.... binned the 50mb now though and normally things are pretty fast

**Site** · #17 (**permalink**) 01-09-2008, 21:39

Quote:

Originally Posted by Lance

binned the 50mb now though

or Trial now over?

What throughput were you getting from euk's servers?

**Lance** · #18 (**permalink**) 01-09-2008, 21:48

it was a virgin trial... and i switched back to BT wires due to bad customer support.. plus had problems getting to some nodes on here intermittantly...

speed was always good though didn`t actually measure it..

**govanmac** · #19 (**permalink**) 01-09-2008, 23:58

Hi

I am totally baffled by it.

The domain is registered with 123-reg.