Not happy with service

[eshops]

I have been with eukhost many years, initially on a semi-dedicated server, then migrate to cloud due to unacceptable high downtime. The cloud server is suppose to give me 100% uptime.

So far I am still getting 100% uptime, but not the web pages I want!! Here the story and what make me want to quite eukhost...

On 15 July, I paid for wildcard SSL cert for my main domain. eukhost staff is kindly help me install the SSL cert, however the SSL not working fully (not working on Firefox and say my site is untrusted!). That took them 2 days to resolve, but created further problem. Now all my secure sub-domains show only "Default Web Page"!!!

I chat with an agent, he say everything is fine. Asked me to flush dns, clear cache etc. Nothing work for me on 2 laptops and on my android. I also keep getting customers email asking why they can no longer access the site. One thing for sure, I am loosing business. At last the agent submit a support ticket for me, and took them another day to resolve problem!

Everything went ok for 2 weeks and suddenly this afternoon the same "Default Web Page" happen again. Why??? This is the question I asked the chat agent Perry, and he said my secure sites are FINE, and asked me to clear cache, try different browsers etc the usual stunt they know. Not fine at my end though! Eventually, he asked me to restart my pc. I think he is trying to get rid of me I updated ticket see if I have better luck although they are rather slow.

Another issue I am facing now is I can no longer remove any parked domain. I was told by chat agent that was due to "duplicate entry of your domain under some user or entry for that domain, on another server". Why is this happening??? Must be the eukhost tech guys good job, as I have no clue. I only use cpanel...

A customer want to add SSL cert to his domain, and 2 days now the SSL site still not ready

eukhost, what wrong with you guys. Why things getting poor recently? If it is not because there are too much hassle to move away from eukhost, I would have done so. I am loosing too much time and customers here.

[athan_davala]

Why things getting poor recently? I have the same question with you

[Ryan]

Apologies for the inconvenience caused. Please provide me the domain name on which you are facing this issue via PM. Also provide me the ticket ID if you have opened one. I'll get this checked with our technical team and update you accordingly.

[eshops]

Ticket ID HBM-986-65014

The issue with "Default Web Page" still not resolving after 12 hours, despite submitting ticket update, and been told by chat agent Perry that all my sites are FINE! Received over 20 emails from clients overnight. Who knows how many more having the same problem and leave us silently.

This is so bad!

[Ryan]

Your issue is now being looked into by one of our senior admins John R. You will receive an update shortly in the same ticket.

[Rsync]

Ticket ID HBM-986-65014

The issue with "Default Web Page" still not resolving after 12 hours, despite submitting ticket update, and been told by chat agent Perry that all my sites are FINE! Received over 20 emails from clients overnight. Who knows how many more having the same problem and leave us silently.

This is so bad!

Hello,

I have fixed the problem and replied to your ticket. I have also verified the sites and the subdomains from different locations and all are working fine. Please check and verify once from your end.

[eshops]

Problems never ending or perhaps I should say never get resolved properly.

I keep getting error when trying to remove park domain. Previously when trying to install SSL and to move parked domain to become addon domain I get the following message:

Error from park wrapper: Unable to find out which user owns the parked domain xxxxxx.com.

The ticket# KET-355-81840 was submitted in 1/8/2011. The customer support helped me to remove the parked domain and say the issue has been resolved.

Today, another SSL cert to install and trying to remove the parked domain so that I can add-on this domain to my cpanel. The same happen again. I also been contacted by number of clients saying they cannot remove their domain names (parked domain). Today ticket is #GHW-561-57371.

I do not want you guys to remove the park domain for me, I want you guys to fix the problem so that no such error occur again and that I and my clients can remove the park domain via cpanel. Is that too much to ask?

What is going on, eukhost? My plan to open another account with you lot for a new project will not happen with such careless company.

[eUKhost.com]

Hi,

I apologise for the inconvenience you have due to this glitchy technical problem.

John R has replied to your ticket before 2 hours. Please check and let me know if the problem has been resolved, if not then i will ask him to work on your ticket once again.

[eshops]

It is not fixed the problem. I just test to remove a parked domain I still getting

Error from park wrapper: Unable to find out which user owns the parked domain eshop-systems.com.

I don't want you to remove the parked domain for me, but I want you to fix the problem with such owner error. I want it to be able to add and remove parked domain myself and by my clients via cpanel. Let me know you don't understand or you fail.

[eshops]

Below is the reply from Stuart:

The error you were getting while removing parked domain was due to incorrectly configured domain, which needs to manual removal of the entry from the server from apache configuration and from dns zone.

What is this jargon mean?

The "Unable to find out which user owns the parked domain" error is found in all my parked domains I have tested so far, are they all have been incorrect configured by eukhost when they "play" with my account? Totally not helping the situation.

How can this happening in the first place and how are you going to resolve all the "who owns the parked domain" error?

[Rsync]

Below is the reply from Stuart:

What is this jargon mean?

The "Unable to find out which user owns the parked domain" error is found in all my parked domains I have tested so far, are they all have been incorrect configured by eukhost when they "play" with my account? Totally not helping the situation.

How can this happening in the first place and how are you going to resolve all the "who owns the parked domain" error?

Hello,

This problem seems to be due to cPanel bug, due to which its occurring on your server.
I have escalated this issue to cPanel Engineers for closer investigation and I will get back to you with more updates in your ticket "GHW-561-57371" as soon as we hear anything from them.

[eshops]

What you guys have done? All my secure sub-domain sites were redirected to Apache default web page, similar to a month ago (when I first post this complaint). I am getting into a circle of trouble! What's wrong with eukhost.

These sub-domains are my money generating sites, and you are closing my business

I am so want to move away from eukhost now if issue not resolve in the morning when my clients start to ring me up.

Previous similar issue dated 1/8 ticket # HBM-986-65014
Today ticket # GHW-561-57371

Is your technical guys not competence or there is actually no technical team??

[eshops]

I can't believe I put my business in a untrusted provider.

[eshops]

George has helped resolved the sub-domains issue. Thank you. if all the tech guys in eukhost can response this fast, I would have no complaint in the first place...

Still waiting for the park domain issue to be resolved. After more than a month they now contact cpanel team... what a speed!!

[Euk-George]

Hello,

We sincerely apologize for all the inconvenience you have faced due to the parked domain issue. Currently cPanel Engineers are working on your server and we will update you in the same ticket GHW-561-57371, once we receive an update from the cPanel Engineers.

[eshops]

My main site and all my clients site are now completely down now. So bad.

When login to cpanel, I found ALL my sub-domains have gone. When trying to re-create one of them, I get error message below

Error from domain wrapper: sub.mydomain.com is owned by another user.

What have you guys done to my account? Getting worst every day!

[eshops]

Call the helpline just send you to India call centre and Lisa wasting more of my time asking for my name, IP address and other non-relevant question for over 20 minutes. Then say she will send the request to technical team to investigate. What the use of telephone service?

Using chat complaining the situation, Nigel V just asked me to WAIT. Can't even tell me how soon my site can work again.

MY BUSINESS IS DOWN SINCE 6AM AND YOU WANT ME TO CLAM?

[eUK-Ralf]

Hi Choon Yen Kong,

Issue with Parked / Sub Domains has been fixed by cPanel Support Team. They have updated userdata on the server and rebuild apache configuration.

Now, We are able to add and remove Parked/Sub Domains successfully.

[eshops]

NO, not been fixed yet. Don't tried to confuse your other customers that you provide a good service, because you are not!!

My main site are diverted to Apache default web page.
All my sub-domains disappear from cpanel.
All my add-on domains disappear from cpanel.
All my clients site (172 sites) are not working because of database connection lost.
All SSL sites disappear.

I'm sure more issues I do not found yet, but I am sure I have no new business today and potentially many existing clients will leave us soon thank to your service.