very unhappy - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**tstanbur** · #1 (**permalink**) 04-12-2008, 12:39

I emailed support to say that Plesk access was slow - next thing I know my website is down. If you are going to reboot my server or take IIS offline etc then I want to be asked permission!!!

I am trying to run a business here and have thousands of users accessing my website - this looks so unprofessional when the server suddenly goes offline.

This is the latest in many situations where the site has gone down and I'm afraid I wil almost certainly be moving to another host. I cannot trust the hardware and/or support guys anymore.

Tom

**James** · #2 (**permalink**) 04-12-2008, 13:26

Please provide the ticket number for reference so that I can discuss it with our Admins.

**tstanbur** · #3 (**permalink**) 04-12-2008, 13:31

ticket number: #GJO-43257-476

This is what I worte in my request:

Hi,

Plesk browser access is very slow – please can you look at my server. I have tried over the web and also directly on the server.

IP: xxxxxxxxxxxx

RDP U: xxxxxxxxxx
RDP P: xxxxxxxxxxx

Thanks,

Tom Stanbury

**James** · #4 (**permalink**) 04-12-2008, 13:37

Ticket has been updated please check.

**EUKRonan** · #5 (**permalink**) 04-12-2008, 13:46

Hello Tom,

Yes you are right. I should have asked your permission to reboot your vps. Please accept my apology, but it was necessary to reboot your server as the services were stuck. Your VPS could have crashed as the CPU processes were out of limit.

--
Regards,
Ronan

**DPS Computing** · #6 (**permalink**) 04-12-2008, 13:57

Sorry to hear about your problems Tom. I'm sure that Ronan was only doing what he thought was best for you, your server and your sites when he took his actions. Hope everything is running better now

.

**Brian** · #7 (**permalink**) 04-12-2008, 15:37

I know its frustrating when a site (sites) go down but Ronan did what needed to be done tbh. He had two options.

1) Email asking for permission to do what needed to be done to fix your problem that you emailed him about.
Possibly waiting an hour, or hours for it to be fixed.
2) Just do what needed to be done as soon as possible to restore satisfactory service.

**DPS Computing** · #8 (**permalink**) 04-12-2008, 16:34

Brian does have a point. If you had been out or away the outage would have been greater.

**jc8654** · #9 (**permalink**) 06-12-2008, 20:01

I agree, if it isn't a critical issue then support should ask your permission before restarting your VPS but sometimes like this case, the whole VPS could just suddenly lock up and if support were waiting for a response from you at that time they would still be waiting until you got back, increasing the downtime.

**DPS Computing** · #10 (**permalink**) 07-12-2008, 21:29

Quote:

Originally Posted by jc8654

I agree, if it isn't a critical issue then support should ask your permission before restarting your VPS but sometimes like this case, the whole VPS could just suddenly lock up and if support were waiting for a response from you at that time they would still be waiting until you got back, increasing the downtime.

Which all in all would be worse for you, everyone else on the server and eUKhost.

**tstanbur** · #11 (**permalink**) 08-12-2008, 17:33

I see what you are all saying but my website was running absolutely fine when I sent my email about Plesk.

My email was just to check why it was running slowly and the next thing I know the whole site has been taken down.

I seem to be getting issues with my semi-dedicated setup several times a week now and my website is therefore looking very unreliable to it's thousands of users.

I'm sure you can understand my frustration in this.

**DPS Computing** · #12 (**permalink**) 08-12-2008, 19:07

Quote:

Originally Posted by tstanbur

I see what you are all saying but my website was running absolutely fine when I sent my email about Plesk.

My email was just to check why it was running slowly and the next thing I know the whole site has been taken down.

I seem to be getting issues with my semi-dedicated setup several times a week now and my website is therefore looking very unreliable to it's thousands of users.

I'm sure you can understand my frustration in this.

I do understand your frustration with this. If there are issues regularly a few times a week maybe if its a reccuring identical or similar issue some action can be taken on the server to resolve the problem.

Is it multiple similar problems or lots of different problems?

**jordan** · #13 (**permalink**) 17-12-2008, 21:19

In this Case they have to reboot since the server is offline and you are complaing about it

**John** · #14 (**permalink**) 18-12-2008, 10:28

He has a right to complain. Technically speaking, technicians should always ask for permission before performing a reboot. However, eUKhost is a fully managed provider. Many of our customers have different expectations. For every 1 customer complaining that we didn't ask permission, we have 10 complaining that we needed to ask permission. It's a no win situation for us.

Our technicians try to use their common sense in determining if permission should be asked. When every customer has a different idea of what is or isn't acceptable, there will always be some form of complaint.