New Member to EUKHost servers....

[johnlon]

Hi, I just bought a reseller package yesterday. I had quite a few problems with another package I had. I discovered after searching that it was on another server with EUKHost.

In my search, I found that Robert King was the person to talk to about my other host. I spoke to him, and he managed to sort the problem, but we decided that I would be better off with a reseller package of my own, and he talked me through setting up my account. I wa told that things could be sorted within half an hour of me registering.

Unfortunately things couldnt have been more wrong. That was yesterday around 1230pm. My site went offline then, and didnt come back up, despite me being in contact with support via the online chat program. I was in contact with them trying to sort things out till around 11pm last night when I left them they said it would be sorted in the morning.

I woke this morning at 7am, and discovered an e-mail from support saying that they still couldnt sort it out, and they were getting an error. Could I tell them if I was seeing the error as well. I said yes, started a conversation with online chat support again which took me till 930am, and then it was decided that it would be better to remigrate me, as things just werent working.

So, I waited to be remigrated, and got the message about an hour later, saying the site was up and running, and there were no problems. Unfortunately that wasnt true either. I run a phpbb forum, and when we saw the forum was up, we logged in, and for the first time in four years, we discovered a meta redirect page, logging on and logging off. Posts were made to the forum, private messages have been sent, and those posts got lost and private messages got lost too.

I was back onto the online chat, adn have been trying to explain to them what was happening. I have saved chats and e-mails of me trying to explain to them this shouldnt be happening, and nobody seems to have been able to even recreate the problem, neither have they been able to work out why messages are being lost.

I also run a CMS, which has about 100 odd pages on it, what was already there, seemed to be ok, but I have a gallery for editors, and they can log into their gallery from the front end and upload pictures, and I also have both front end and backend access. I discovered that whilst trying to add a gallery for somebody from the backend, the gallery was there whilst I was building it, but when I logged out, and tried to get back in from the front end it had disappeared. I searched in the ftp on the new server files and it wasnt in there, I then opened up the old server files to discover that it was in there. I again got onto online chat, and tried to explain what was happening and nobody seemed to be able to grasp what I was trying to explain to them.

Around 4.30pm, I decided after being told by online chat support and e-mail support that there was nothing wrong with my site, it was working perfectly, to contact Sales. I contacted sales and tried to explain, and got told that I had to e-mail support to explain, by which time I was reaching the end of my tether. I explained and told them to look at all my correspondence especially the bits where I have been told there's nothing wrong with my site.

I then decided to take pictures and a video to try in picture form and video form to show them what the problem is. Got told by Sales to send them as attachments to support. Its now 6.40pm, and I still am having the same problems and I havent heard anything from support to tell me that they have been able to get the problem sorted.

I still have access via the front end of my CMS directed to the old server, and access via the management back end showing being directed to the new server, plus my forum is still showing the meta redirect page on log in and log out.

I have to say that I pretty well peeved at what's happened in the past two days adn still not having my site back the way it was before the move.

Can anybody help.

Its really getting beyond a joke now.

John Matthews.

I am so sorry, I have no idea how this got double posted. I just noticed this now. Sorry again.

Hi, I am still on the online chat talking to somebody. I have discovered that since sending the e-mails between 5 and 5.30pm they havent even looked at them, adn I have just spent the last half an hour trying to get the support person to understand and find the e-mails.

Please can sombody help, this is getting really frustrating.

[DPS Computing]

Hi John. Sorry to hear about your troubles . I can understand how problems can be frustrating. Firstly, don't worry about the double post, that is easily sorted.

Secondly, unfortunately this section of the forum isn't under constant watch by the staff. Only the forum sections in "Support" are monitored by eUKhost staff so if you would like a faster response (on the forum) then I would suggest posting in one of those sections.

Equally you can open tickets by emailing support [at] eukhost.com or by doing the LiveChat that you are currently doing.

Hope this helps you get your problem sorted a little faster .

[eUKhost.com]

Hi John,

Please let me know the Ticket # as I would like to take a look at your ticket. Something seems to have gone wrong with your databases as such problems never get stretched for 2 days. one support staff member can go wrong, but all those involved in 2 days cannot go wrong.

I need to look at your tickets to find out what is going on with your website.

[johnlon]

Hi, I am fuming, I got a call from your senior technician last night, and I had to go through everything. Spent ages on the phone. Been chatting to him all day trying to get things done, now I go to look and the whole of my public_html files have been deleted, that's from the old server and the new server gone, completely. They tried to blame me for it, just now. Why would I want to delete my public_html files, that's 5 years of work on that site. Lost in seconds, and to boot, I just got told they didnt even make a back up when transferring. Strange thing, when I moved your tech told me to keep my old username and passowrd, which means that the person I was on the server with could have had access to my files, and because my site has been offline line most of the time, and you were working on it I could change the password. You have messed in a big way, and I want some answers. PLus, because the site was hardly working I couldnt have gotten to change the username and password if I wanted too.

What is strange that its gone from both the old and new server. Which makes me wonder, if the admin on the old server decided to remove my files from his server as it seems both sites were connected, then the new server files went as well. Its all explained about how I think that in the info that I have given support by video and by pictures. I dont think my site was moved server properly.
I'm disgusted because your techs have blamed me for deleting my files.

Ticket number

[ #HJU-30034-378]: Internal Server error

[eUKhost.com]

Hi John,

All your problems were sorted by me and Alex and details were given to you. only problem left now is the meta redirection problem for your forum which is due to theme of your forum. please upgrade theme of your forum and your last problem will get sorted after that.

[johnlon]

Sorry, but as of a couple of minutes ago, that's not right, I've just tried to go onto the forum and it seems the forum database has been romoved, its gone completetly.

Please dont tell me it was my fault, I have not been anywhere near it. Its just disappeared.

As I cant post urls I cant show you but you have my website address take a look at the forum. Its gone.

Sorry, but somebody is playing games here.

[johnlon]

First of all, I'd like to say that I'm still angry about the fact that things on my site kept on going missing and that I was blamed for it especially since I've just spent the better part of the last 48 hours or more trying to get my site fixed, then to be told that the records show that it was me deleting all my files, sorry, but that just isnt right. I have better things to do than mess around like that, especially considering I've just lost two days with my sit being down.

The second thing I'd like to say is thank you to Mark for retrieving my files from the server. After being told by online chat support they werent there. I really do appreciate that.

I am angry at the way you treated me though Mark, making demands and not even explaining why those demands were made. You had the chance to explain to my webdesigner and you couldnt even be bothered. That is so unprofessional.

It turns out, we did more than what you told us to do, we totally reinstalled everything from our test site, which works perfectly, and the minute it got onto your server, which you will see in the files under phpbb2, it showed that error again.

I have to say, thank you so much for the help that Vasco gave me, he realised the problem as soon as he saw the redirect. It was partly to do with your server and the way you run it, it was nothing to do with the I_SPACER image Mark that you demanded we reinstall the updates for the site to fix the problem, my webdesigner was synching images and files over and over on the server. It wasnt showing any problems on the test server, so it just wasnt that at all.

It was definately something to do with your server, its the way its run, and it was something in the rules of your server, your server supports rewrite, mod_security rules, and it conflicted with the file CH_functions.php something that my webdesigner couldnt have known without knowing how you run the servers.

its taken since two days to sort my site out, and even though I have had help and appreciate it, some of the support has been totally unprofessional and unhelpful.

I'm just hoping I dont have any more problems.

Thank you again

John

[eUKhost.com]

Hi John,

I'm glad that Vasco managed to sort such complicated coding problem as there's no way for any of us to figure out if there was such redirect setting within CH_functions.php. There was nothing wrong with mod_security settings on server as this problem was completely related to the meta redirect set within CH_functions.php.

We can fix any technical problem which is related to server side settings, but this was within code of your website and there were no logs generated anywhere on the server for this problem.

I can understand your frustration as this problem resulted in downtime of few days, but such thing should have been figured out by your webmaster as he is expert in phpbb( thats what you had said ).

I will close this thread as your Gallery, CMS and phpbbb forum is working fine now.