RS #EFW-54126-504?

Discussion in 'H-Sphere Reseller Hosting' started by david3rd, Jul 21, 2013.

  1. david3rd

    david3rd Perch

    Somehow my first post disappeared....

    I've been trying to get a response to RS #EFW-54126-504 for several days now and have no answer. I was told on the ticket five days ago that a server move from 2003 to 2008 would commence within 12 hours. I was also told the transfer would take 24-48 hours. I was also told I would be given the new shared IP ASAP as the client manages their own DNS and will need it. Three days ago (after it had been 48 hours) I asked for an update and have received no reply. Ten hours ago I asked for another update and have received no reply.

    What's up?
  2. akshay

    akshay Administrator Staff Member

    Let me check your ticket and update you shortly.
  3. akshay

    akshay Administrator Staff Member

    We about to launch new server last weekend and move account there, But due to some technical problem we delay to launch new server and forget to update to you.
    Now we have update your ticket with mention all the details.
  4. Stephen

    Stephen US Operations Staff Member

    David,

    many apologies here, we've run into a rather large error with recent moves and Parallels has bascially told us we have to upgrade to latest Hsphere or they wont help us, we were only one point behind anda rather new release we generally like for some others to go at it first, but we upgraded the cluster2 this weekend and will get others the upcoming weekend.

    The problem is severe enough that moves are not working right now (sites made with no domain, so no response)
  5. david3rd

    david3rd Perch

    I understand... but somewhere the communication seems to be breaking down too.

    Seven days ago I requested the move, the new IP, and the estimated completion time so we could update DNS and be prepared to update at the time the move was complete.

    Seven days ago I was told it would take 24-48 hours and would commence within 12 hours.

    Five days ago I ask for an update and again requested the IP. (I asked for the IP 4 times and never got an answer of any kind)

    Two days ago, after no response, I email again asking why there has been no reply for 3 days.

    Ten hours later after still no reply I post here.

    While I understand there are technical issues with Hsphere, I would imagine those issues are not preventing Jodo from replying to my tickets to answer my questions and keep me up to date.

    Yesterday Dipesh replied on the ticket that the process has commenced and that he "...will update you again once completed".

    About 4 hours ago my client informs me their website is down. I immediately send in a reply on the ticket asking why it is down and if we need the new IP yet.

    Still no response to that ticket. Still no update that the move is completed.

    So I log into the client's CP and sure enough, it is on win38. The move must have been completed and we needed to update DNS. I get the IP from the CP and pass it on to the client and they update DNS. The site still didn't work, though, because somehow it got transferred as .NET nothing (no selection was set in the CP). That may be part of the Hsphere issues. That was an easy fix and the site is now working.

    Hsphere issues aside, communication could have been better. Much better.

    From my point of view it seems I was not kept up to date as promised, my requests for information were ignored, and the lack of response to a ticket saying a site is down is just plain scary.

    Sorry to sound so harsh, but that was a bit frustrating. :)
  6. zardiw

    zardiw Perch

    Let's hope this was an anomaly..........z

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