ticket support

[jeff21up]

Could be a little more friendly when replying to tickets asking for support!
i know you must be busy but it doesn't harm to be a little more understanding of peoples problems. one sentence answers like "well no-one else has had problems on that server" do not really help me to understand why i cannot access my site and my members cannot access my sites.
"try phoning your isp next time" neither explains this when i can reach any other site on the net but my own.
I have only been here for 5 days and already have had many outages which isn't instilling me with confidence.
Jeff

Hi Jeff,

Please email me the details of your experience and outages directly to ben@hostnine.com as I really want to look in to this for you. Everything has been completely online 100 the past 5 days I can assure you that.

[jeff21up]

Ben
Thank you, i have emailed you as requested
Jeff

Ben will get back to you as soon as possible Jeff. I do apologize. If you'd like to CC it to me anthony@hostnine.com I would have no problem looking into it as well.

[jeff21up]

Anthony/Ben
Had no reply, and am still getting sporadic downtime. When it's up it is nice and quick loading now but am still getting outages for about 5 minutes a time at least 6 or 7 times a day
Jeff

[jeff21up]

Below is proof

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\*********>ping 21up.co.uk

Pinging 21up.co.uk [74.200.207.234] with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 74.200.207.234:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Documents and Settings\*****>ping 21up.co.uk

Pinging 21up.co.uk [74.200.207.234] with 32 bytes of data:

Request timed out.
Request timed out.
Reply from 74.200.207.234: bytes=32 time=176ms TTL=50
Request timed out.

Ping statistics for 74.200.207.234:
Packets: Sent = 4, Received = 1, Lost = 3 (75% loss),
Approximate round trip times in milli-seconds:
Minimum = 176ms, Maximum = 176ms, Average = 176ms

C:\Documents and Settings\******>ping 21up.co.uk

Pinging 21up.co.uk [74.200.207.234] with 32 bytes of data:

Request timed out.
Reply from 74.200.207.234: bytes=32 time=175ms TTL=50
Reply from 74.200.207.234: bytes=32 time=176ms TTL=50
Request timed out.

Ping statistics for 74.200.207.234:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 175ms, Maximum = 176ms, Average = 175ms

Basically what looks like is happening is there was an ISP outage somewhere along the jumps that was causing your site to experience the sporatic downtimes. If this was an issue with the server, then everyone on that server would be experiencing the same outage/downtime. You might want to contact you ISP (internet provider) and ask if they are having any issues or can trace where there might be an issue.

[jeff21up]

Thanks for the reply jerett, however forgot to include this is a long running issue and one that is not an isp as I have some of my members reporting to me whenever the site goes down. they are experiencing downtime exactly the same times as me, i even forwarded the emails sent to me from my members to support but to date have had no reply or explanation.
Jeff

[meltingcube]

I use host-tracker.com to monitor the server that my accounts are on. It tells me almost instantly if/when the server is down and for how long.

This is a bit strange especially if its coming from other clients as well. Are you in the UK? It could be a jumper issue that is causing the downtime. (jumps are points contact with other servers/isps as the information is traveling your way)

My guess if to jump on the horn and contact H9 through live chat or ring them up and reference your ticket and stress the importance of this matter as it is affecting your clients as well. Also ask about the response time and why you have not received a response.

You know these guys are always hard at work and willing to bend over backwards on almost any task for their clients. In saying that, I am sure they will be more than willing to help resolve this issue with you.