Not Quite Satisfied So Far

[suetman]

I have a dedicated server with eukhost. My websites were down for two full days - one happened last Saturday and another today.

Apparently EUKhost gave away my IP (which were assigned and belong to us) to another website which cause an IP conflict issue. Thats why my website was down. Although they are quick to response to the complain, it will take the worldwide web upto 48 hours to recognise the dns!

We spend GBP150 a day on google advertising, already wasted the two days GBP300 plus the potential bookings generated through website. I moved to EUK Host through recommendation and I was happy to pay a premier cost to stay with a UK based company. Now I doubt whether I made a wise decision.

I do agree that eukhost is quick to react to problems but certainly this time we are entitled for compensation due to such a mistake made by them -- its not power failure or something beyond their control or such, it is a very silly mistake on their side! When I telephoned their UK number to make a complain, the agent said their supervisor will telephone me, which didnt happen. Just wrote emails to billing & accounts department and awaiting for reply.

Will wait and see what and when they reply back.

[Brian]

That is unlike eUK mate. I understand your frustration, they will be with you ASAP I am sure!

[eUK-Nick]

Hello Kitty,

I have been able to locate your trouble ticket. Marcus and Nick J, both are getting this resolved for you. The IP conflict should not have happened which is something I do agree. However, this was a complete one-off incident.

Either Marcus or Nick J will respond to your ticket shortly. If there is a need, we will also call you. We appreciate the patience you have shown thus far. I am sure you would not have much space for grievances after this.

[suetman]

Thanks for the quick reply both here and on email. I do receive a reply from Nick G. I appreciate your apologise and understand this will probably be one off incident.
However feeling sorry is one thing and accepting responsibility is another. I look forward to receive a reply from someone who is responsibile for customer service from your company.

[eUKhost.com]

Hi Kitty,

I sincerely apologise for the trouble you had with your website, but there was nothing that we could have done to prevent this problem as one of our customer having server in same subnet added IPs on his server which were assigned to your server. We have asked this customer to never repeat such thing in future as such act will result in trouble for his server, he has accepted his fault and he won't add any IPs in future without our permission.

We have implemented new routing system before 3 months which never allows anyone to add IPs on servers unless we assign those from our side. This new system has been implemented on the new Racks which were setup from June onwards. Your Server is hosted in one of our old racks and the IP conflict problem that you had to face cannot take place in our new racks.

We can setup a new server for you in one of our new Racks if you want, but these problem will never repeat again in future as we have very limited customers on the subnet hosting your server.