Support and domain restore problems

dman

dman

Perch
Hello,

It looks like others are getting great support. Unfortunately I am not. My tickets are not showing up in the reseller help desk. I submitted a new support ticket an hour ago about problems I am having and it is not in the Cerberus ticket history and the one I submitted earlier this week is missing as well. I did receive responses but they did not address my questions. I finally got on the live chat with Ranjan who figured out there is a problem with changing my email address for my reseller account and now I can see my tickets but this took hours just to figure out.

I have tried three times now to chat with live support and they just stop responding. After reconnecting he said he was responding but nothing was coming thru on my end after the first couple of responses. We were in the middle of a support chat, then nothing. So it works but then for some reasons dies? Now I have been on with Ranjan and he has gone missing. He was there for a while helping for a few but the time between his response was slow as were mine because the chat window does not tell you if there is a response when it is in the background. Now I have been waiting for 1/2 an hour with no response at all.

I am a new client (less than a month) I am trying to move domains from another HSphere host to Jodohost. I have back up files of the sites in the tar.gz format created by the CP account backups function (not File Manager). I am trying to restore this domain, from this other host to Jodohost but it does not work. I have tried doing this with all three methods available and they all fail. I am trying to upload a 26mb site. Do I have to manually upload all sites? Why doesn't this feature work? I have wasted hours today just trying to use this one feature, on one site, and still it does not work and I cannot find more support option or threads in this forum. I have 15 to 20 more to do and all I can do it seems is upload them manually or upload the .tar files and request a restore.

Unfortunately, none of my support options are working and I need to move my sites ASAP. After a month of trying Jodohost I would say that the support is not working well, even for a new customer with fairly simple needs. If I cannot get support with these issues, using live chat or support tickets, I will have find another host. I'm a bit bummed about this because I looked long and hard before settling on Jodohost and have seen positive reviews of the support on Webhostingtalk.com and others. This is very frustrating and I feel like I am wasting my time trying to get support here.
 
Sounds like a crappy situation... :(
You might try to PM Stephen. I know sometimes between Cerebus not being instantaneous (it used to be, a long, long time ago) and questions not getting answered exactly how you had expected, that is frustrating.
I am one of those that has had, typically, great support. Also, sometimes a tech will complete a cerebus request, then mark it complete -- in which case it goes to the archive -- the "History" only shows active tasks.
I have not moved clients in bulk here, so I cannot help there, except to say that where there is not automated systems, Jodo support typically does a great job doing everything on there end.
I hope things get better for ya! It really is pretty good being a reseller at Jodo. I have looked at others, and would not move.
Tim
 
Hey TimRuns,

Thanks for the reply. It sounds like your support experience and hosting have been good. I am still hoping to stay with Jodohost since I've already invested quite a bit of time in the setup. Admittedly the ticket response times are good but my generally simple problem still isn't resolved. I can now view my support tickets since Ranjan corrected the email issue with Cerberus.

One thing that is definitely strange and frustrating is the live chat. It does work for a while but then the response from support just stop showing up. The strange part is that I requested a chat transcript and the support responses are there! What is going on? Anybody else have this problem? Is it some cookie or script issue? Why would the support responses stop displaying in the chat window but be there in the transcript? Obviously they are responding but it does not come thru....

I do not mean to be overly critical of the support but it is very frustrating when all these issues occur and I still cannot restore a file using the account backup function. Does anybody know why this doesn't work? Any advice for moving domains to Jodohost from another HSphere host? Thanks!

Derek
 
Derek,

I take it you are using firefox? Liveperon has a major issue with such cases dropping I even made a post about this, we can reply and people will miss them start going "helllloo???" and we reply, client won't get.

http://support.jodohost.com/general...efox-1-5-2-0-live-chat.html?highlight=firefox

Also just as a general note. I am travelling and only available very limited via my mobile phone until early next week, so my forum and helpdesk time is limited. Staff can still reach me and in most cases I can stop car and get online(few places signal too weak).
 
Thanks for the replies!!! Stephen, yes I am using Firefox and good to know about this issue. Strange one at that and I have noticed the backwards typing issue as well. I will use IE for Live Chat from now on.

Timruns thanks again for your help as well. Now the restore works fine? I wonder why it did not work today? Maybe too much load on the server to restore a 26 MB site during the day so it times out? Maybe support fixed it? Not sure but it seems to be working well now.

Anyway, thank you both for your responses and showing the value of this support forum, another reason I chose Jodohost. I only wish I could have spared myself and you both some time today by being able to find these answers in the forum by myself.
 
dman said:
I wonder why it did not work today? Maybe too much load on the server to restore a 26 MB site during the day so it times out? Maybe support fixed it? Not sure but it seems to be working well now.
Click to expand...
"account backups" is actually not native to Hsphere, but an external plugin. The logs rotate pretty quick here, otherwise I could have figured this for you.
Now that you have it working already, do let us know if you are still see any further problem.
 
About account limits, it could also be php memory limits causing the issue and support may have upped it a little bit. As I said I am not as well connected right now being on the road, but this is very real possibility.

tanmaya said:
"account backups" is actually not native to Hsphere, but an external plugin. The logs rotate pretty quick here, otherwise I could have figured this for you.
Now that you have it working already, do let us know if you are still see any further problem.
Click to expand...
 
Following on from the FireFox problem with Live Chat...wouldn't it be a good idea to add some text / heading to the Live Chat window to let people know about this problem?

For example, in this case dman wouldn't have known about the issue, if he hadn't posted here. Just wondering how many other people experience this problem, but don't find out why.
 
OJM said:
Following on from the FireFox problem with Live Chat...wouldn't it be a good idea to add some text / heading to the Live Chat window to let people know about this problem?

For example, in this case dman wouldn't have known about the issue, if he hadn't posted here. Just wondering how many other people experience this problem, but don't find out why.
Click to expand...

Indeed this would have saved me some frustration. This would possibly caused me to not sign up with Jodohost if this had happened before I signed up. Also maybe add a note in the support section. Thanks!
 
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