Site repeatedly going down recently

[Smooney]

Hi,

I (and many others) are absolutely appalled with the customer service and support that your company claims to pride itself on. We have been working for nearly a week to ensure that our forum is running smoothly again but due to the sheer incompetence of your 'technical' staff and the fact that we have been given several different answers to our questions regarding the down time, we have been left in the dark as to when the forum will be working properly again.

Each different member of staff gives a different solution that NEVER works, they spend a ludicrous amount of time 'looking in to things' that I know for a FACT should take a matter of seconds. Your staff are unwilling to actually answer 'technical' questions and pass the book on to others to answer or in some cases, choose to ignore the questions full stop.

After several pointless answers and your staff 'looking in to things', we were told that we MUST (not SHOULD) upgrade to L-VPS-02 which after some consideration we decided to purchase as it seemed the best and quickest possible way to get the forum working again (as YOUR staff were USELESS). After confirming the upgrade I was told the upgrade had gone ahead and had been successful. After nearly 2 hours of continuous problems I spoke to a second member of staff who told me the upgrade hadn't even gone ahead yet. So, let's add LYING to your résumé shall we?

We are now plagued with database errors (as we were before the upgrade, FAT LOT of good THAT DID), issues of unnecessary duplicate posts, issues with moderating, issues with editing and quite frankly eukhost, we have had enough with your absolutely abysmal service.

We understand a quick fix may not be possible however, some in-depth analysis and concrete evidence of your staff working on things would be most welcome.

And finally, due to your the fact you're breaching your own service agreement by offering no actual support, we will be seriously considering other hosting companies unless something is done about this and we will not be recommending your service to ANYONE.

Your staff asked for our feedback and that is what you have received.

I look forward to speaking to your nonsensical staff soon.

Thank you.

[Indiemoopy]

CGN-82335-348

The above ticket has been open for twelve hours.

Our website is now completely broken due to database errors.

how bloody difficult is it?

[eUK-Alan]

CGN-82335-348

The above ticket has been open for twelve hours.

Our website is now completely broken due to database errors.

how bloody difficult is it?

I deeply regret for the extreme time gap in response to your correspondence.


I've now updated you in the Ticket#CGN-82335-348 with the problems aroused and the possible root causes of the issue. I hope the applied measures should resolve the issue.

[Indiemoopy]

I deeply regret for the extreme time gap in response to your correspondence.


I've now updated you in the Ticket#CGN-82335-348 with the problems aroused and the possible root causes of the issue. I hope the applied measures should resolve the issue.

Alan, you'll note my reply to the ticket soon i hope.

[eukSam]

Alan, you'll note my reply to the ticket soon i hope.

I have replied to your ticket, please check it.

[Star]

Hi, the ticket is now being looked into by one of our senior admins & would be replied ASAP..

Hello,

I wonder if it would be possible to get one of your senior admins to have a look at ticket CGN-82335-348. Only it has been quite some time now and my site is still down. I understand there are database issues which need some time to fix, but an update from a more senior member of your team would be appreciated as this issue really does need resolving quite urgently.

Thank you.

[NickJ]

Hello,

I managed to recover your database from the old VPS.
I am in process of restoring one final table under the database and will update your ticket once I finished restoring this table.

Just FYI, your website/forum is up and running fine now.

[Indiemoopy]

Nick, as per the response i've sent you on the ticket

1) The website isn't working still for anyone.

2) Your suggestion (as per the ticket) to upgrade our VPS is completely false. We upgraded four days ago because on the suggestion of your techs. We've been working for fine for years on the old plan and now have max'ed out the new plan in FOUR DAYS?

I don't think so.

[NickJ]

Hello,

My mistake, I forgot to restart the services that I have stopped during restoration.

I requested you to upgrade to some high configuration looking at the size of the database under your VPS.

[Indiemoopy]

We don't need a high configuation.

memory usage: 26.96%
hard disk usage: 41.9%

Does that sound like a website that is close to the limit?

What exactly have you acheived in the last week? We're in exactly the same position we were four days ago. What have you been doing all this time?

[Star]

After almost three weeks of problems, we finally seem to be up and running properly (I hope I am not tempting fate by posting this!). Overall I have to say how frustrating this experience has been. We originally contacted eUKhost because the site was running slow. The next thing we know the site is down and we have multiple database errors. We were then told to upgrade our VPS, which we willingly did so and were assured this would solve all our problems. However, it took a further few days for all the database errors that were created along the way to be solved. The whole situation has been somewhat of a drain, partly due to inconsistencies in what we were being told by various techs and also due to slow response times/lack of updates.

I would however like that thank Nick J for taking hold of the situation today and resolving the matter that the other techs had been working on for days and seemed unable to solve. Your help in getting our site back and running is very much appreciated and you truly are an asset to the company.

[Indiemoopy]

I agree with Star. Despite your insistance to upgrade again (which we clearly don't need to!) you have by far been the most useful person on here.

And to be fair, that isn't saying too much. Most of the admin support are completely useless.

We have decided to leave eukhost because of this farce and it's unfortunate.

[Indiemoopy]

At least it saved me travelling the 26 miles to Leeds and beating down the door of eukhost's office.