Service Outage - Page 3 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**eUK-Nick** · #41 (**permalink**) 30-06-2008, 12:03

Hello Stephen,

You have been given the correct information. FSCK is something which cannot be manually controlled. It takes its own time. However, its almost done now. So we would shortly know the exact status of the data.

**pluggy** · #42 (**permalink**) 30-06-2008, 12:08

Quote:

Originally Posted by eUK-Nick

Hello Stephen,

You have been given the correct information. FSCK is something which cannot be manually controlled. It takes its own time. However, its almost done now. So we would shortly know the exact status of the data.

Nice timely reply.

Thanks.

We have our own backup, so apart from the email which will have no doubt vapourised, we should be OK..........

**csc2ya** · #43 (**permalink**) 30-06-2008, 12:21

I'm guessing the SLA is a waste of space for dedicated server customers. Whatever went wrong affected our server. I have opened a ticket with billing showing that our server was offline (I have included a link to our uptime report to show this). Almost 24 hours later and no reply at all.

Yet we have to compensate our customers for the downtime.

Ah...I see now. Maybe the whole idea is to put other hosts out of business, so that their customers use you instead.

Sorry, but that's the way I feel at the moment.

If any staff can actually prove me wrong, our ticket number is: FIP-39688-870

**eUK-Nick** · #44 (**permalink**) 30-06-2008, 12:36

Hello Craig,

Your ticket has been replied to. Appropriate credit has also been issued.

As for "Ah...I see now. Maybe the whole idea is to put other hosts out of business, so that their customers use you instead" . . . we would rather concentrate on retaining our customers. Eukhost.com does not have to go to that extent. I am sure our customers would vouch for that.

If you have any other issues, you are welcome to contact your truly. You know I am always there. I hope I that addresses your concerns.

**csc2ya** · #45 (**permalink**) 30-06-2008, 13:06

Thankyou for the reply. My name isn't Andy by the way. It's Craig. It is Andy that pays for the server though.

I apologise for the accusation, but you must have been able to see where I was coming from.

All we want, is a host that is reliable, and that we can trust. In turn that means that we are seen as reliable, and our customers also feel that we can be trusted.

When things like this happen, and there are delays, we look bad in the eyes of our customers.

I hope the accusation does not negatively affect our relationship with you, and I also hope it can be seen as constructive criticism rather than nastiness.

**eUK-Nick** · #46 (**permalink**) 30-06-2008, 13:17

Quote:

Originally Posted by csc2ya

Thankyou for the reply. My name isn't Andy by the way. It's Craig. It is Andy that pays for the server though.

I apologise for the accusation, but you must have been able to see where I was coming from.

All we want, is a host that is reliable, and that we can trust. In turn that means that we are seen as reliable, and our customers also feel that we can be trusted.

When things like this happen, and there are delays, we look bad in the eyes of our customers.

I hope the accusation does not negatively affect our relationship with you, and I also hope it can be seen as constructive criticism rather than nastiness.

Hello Craig,

Agreed that you would be very worried about the situation, but rest assured because with eukhost.com you will always have the guarantee of getting honest answers always. We deal with situations as they are rather than putting them off. We would rather resolve than "fix". Having said that, we never expected the new replacement UPS to go kaput. I am sure Andy will vouch for what I said.

We would be very glad to take our relationship forwarded. I have only dealt with Andy at all times and so thought it was him. You are welcome to mail back in case you have something else to be dealt with.

**jc8654** · #47 (**permalink**) 30-06-2008, 16:18

Luckily I wasn't really affected by this - I had about 30 mins of downtime when the whole thing initially went down and that was only to one server.

One of the things that Nick has said would be addressed was the lack of replies on the forum. In my opinion, one of the things that sets really good hosts apart from the rest is their support and their communication with customers when there is a problem. Now, The Planet in the US when their entire power supply went bang was posting things hourly and saying we will post an update within the hour. This might have been simply "There is nothing more to report. We don't expect any change within the next two hours and our next update will be then." This keeps people up to date so they can have something to tell their clients and also helps keep people off the back of the support team - If this had been done, even though it was a Sunday maybe the support team wouldn't have been snowed under?

Anyway, I'm hoping everyone has got their sites pretty much back up now. I remember the last outage and my file system got corrupted... It wasn't pretty but support helped me get everything back up in the end - the joy of my first all nighter!

**pluggy** · #48 (**permalink**) 30-06-2008, 18:00

Still out, 36 hours and counting.

**eUK-Nick** · #49 (**permalink**) 30-06-2008, 18:07

Quote:

Originally Posted by pluggy

Still out, 36 hours and counting.

Hello Stephen,

Please see the thread http://www.eukhost.com/forums/f29/<a...sequence-5266/ for more details. This is specifically for the VPS Hosting node which has been most affected.

**pluggy** · #50 (**permalink**) 30-06-2008, 18:16

I've seen it, I know we drew the short straw on this one, just letting everyone know not everyone has got their sites back yet.

I'm going to get lynched if its still down tomorrow morning, I had a lot of phone calls today......

**eUK-Nick** · #51 (**permalink**) 30-06-2008, 18:21

I expect the restoration to be completed in the next three to four hours. Thereafter we can start services on all VPS Hosting'. The reason the VM's are not being started immediately is because it will then generate enough resource load to slow down the restoration process itself. We have finished 70% restoration.

**pluggy** · #52 (**permalink**) 03-07-2008, 10:17

When is this nightmare going to end ?

Its turned into a complete shambles. We've lost a months email and SQL Server data despite me keeping our own backups and now we can't send email. My patience is wearing thin, I've been in this game a long time and I've suffered some monumental cockups before I started with Eukhost, but this has reached the top of the list.

Just come out of a pleasant chat with the on-line helpdesk who spent half an hour trying to convince me its a DNS problem when its perfectly OK here culminating in a sheepish silence and then saying he needed to reboot his PC. Just updated the ticket via my private e-mail to ask them to fix the email they mangled.

Changing providers invariably means downtime so what do you do ?

I want my mum..........

**eUK-Nick** · #53 (**permalink**) 03-07-2008, 10:25

Quote:

Originally Posted by pluggy

When is this nightmare going to end ?

Its turned into a complete shambles. We've lost a months email and SQL Server data despite me keeping our own backups and now we can't send email. My patience is wearing thin, I've been in this game a long time and I've suffered some monumental cockups before I started with Eukhost, but this has reached the top of the list.

Just come out of a pleasant chat with the on-line helpdesk who spent half an hour trying to convince me its a DNS problem when its perfectly OK here culminating in a sheepish silence and then saying he needed to reboot his PC. Just updated the ticket via my private e-mail to ask them to fix the email they mangled.

Changing providers invariably means downtime so what do you do ?

I want my mum..........

Hello Stephen,

I have located your ticket. One of our VPS Hosting administrator is already working on it. Services would be back soon.

**vzAddict** · #54 (**permalink**) 03-07-2008, 11:13

Hello,

I have checked your VPS Hosting and found nothing wrong with the mail services. We have sent test mails to our test email account and your email address successfully.

**pluggy** · #55 (**permalink**) 03-07-2008, 12:27

Arrrrrgggghhhhhhh. you checked it from one account on the VPS Hosting, I specifically pointed out the one that matters and you tested the other one. There isn't an issue with the one you tested. The one you were trying to restore the backup onto is the one thats broken.

**pluggy** · #56 (**permalink**) 03-07-2008, 12:46

Making the assumption that the account with the domain name registered with them is the one that matters. The other one - the one registered 3 years before eukhost.com was......

**pluggy** · #57 (**permalink**) 04-07-2008, 09:38

Final Update - I hope.....

After going down the them being adamant about mis configured DNS trail again, I decided to humour them and got our registrar to change the NS settings on our Domain name (it had been working fine for 9 months at this stage) as they wanted. They pulled out the stops and put a short TTL on it to get the changes across the net quickly. About 5 PM yesterday it was all in place and I confirmed it. Surprise, the email still didn't work. I returned the ticket again via my private email and 2 hours later they emailed me saying it is resolved. It was, now I'm looking for a little more than 2 months hosting as recompense for this 5 day + circus.

**eUK-Nick** · #58 (**permalink**) 05-07-2008, 12:44

Hello Stephen,

I have written to you in details in the ticket which you had opened. I have elaborated on every concern raised by you. Appropriate credit has been given to the account. Please let me know if I can help you more.

**pluggy** · #59 (**permalink**) 05-07-2008, 13:31

OK, you've appeased me. I have replied to your email suggesting you might improve your backup strategy. Its been an ordeal, I'm glad its over. We can resurrect or recreate some of the stuff that's been lost we'll live with rest that's gone.

**John** · #60 (**permalink**) 06-07-2008, 04:28

Hi,

Thanks for your feedback, I'm sure Nick will respond to it soon. We are constantly looking for ways to improve our backup processes. However, I would always recommend you keep local backups yourself. Ultimately we can't test a backup until it actually comes to restoring from it. There is also only a certain amount of backups we can store, before they get over written by new ones. I would agree that a month old backup is far from good enough though.

Thanks for your patience and please let us know if you have any further problems.