Support

[marlon]

I am having a problem with one of my domains, I have tried the chat line and finally they asked me to send an e:mail to support, also how can you guys expect to solve a clients problem efficiently, when a different techie replies to each of my replies, I sometimes get the feeling that we are talking about a completely different subject, I am fed up of getting answers that are no help whatsover, then when I advise them to read my e:mail properly to better understand they issue, the communication stops.

Am I the only person who gets the feeling that the chat is farmed out to amateurs who don,t really know much about the system.

The issues only ever get resolved by the forum, or they finally pass it to someone senior, after several days of fruitless communications,.

I get the imression that the chat and support have an ego problem, with admitting they don,t know everything, and will send answers that are not relevant to the problem.

Does anyone have a phone number for the head office?

Thanks Alan

[Welshy]

I have always found chat support to most helpful, sometimes a little difficult to get the message across, but 99.9% we have been happy with them... and nothings been too much problem for them... even if its been out of their support boundaries...

Telephone numbers are on the main website at UK Web Hosting, Website Hosting, Web Hosting UK, Web Hosting on the left.

hope that helps

[John]

Hi,

The people who answer chats are the same people who answer tickets. Certain days some technicians may be given only chats to do, where as some are given only tickets to do. A few senior people will move between both.

Our head of linux support will check your ticket and address your concerns.

[NickJ]

Hello,

I have replied to your ticket regarding the database issue.
Please refer to that ticket for further updates.

[marlon]

Reply from EUK

They finally seem to be getting the message!

Hello ,

I just found that your account has active DNS record on old server where your reseller account was hosted and that it is showing suspended page at some instance and Index of / when you add on the VPS . Now I have pointed the site A record from that old reseller server to point to VPS and it will take few hours to resolve completely from VPS.Make sure you update the nameservers for this site to point to VPS .

(My comment nameservers always did point at VPS)

Regards,
Patrick
Support Department.

"As I pointed out on Saturday" still not working though, I think some one else has taken over.

Nearly got it right, now seem to have gone back to the original fault.

No matter how many time I tell them it is not a database issue!

[eUK-Eric]

Hello,

I have updated you in ticket regarding name servers issue. Please look into it and get back to us in ticket, if you have any question.

Regards,
Eric

[gobold]

Today I begin the search for a new hosting company, (any suggestions are welcome) to replace Eukhost as one of my hosters.

The main reason is the poor live chat support and I think it is getting worst. These are some of my problems.
It takes longer to get connected.
Some poor attitude
having to repeat myself because they dont read
They dissapear off for ages at a time


I had problem on Saturday with email, the Chap (we shall call him X) Would not accept there was a problem with the email. I have 2 VPS's and 2 other accouts with Eukhost as well as dedicated and a few others elsewhre, So I am a real novice!!. Every time Outlook got to try emaul off 1 of the EUKHOST VPS's, (the one I said was a problem it hung. I have to stop Outlook. Kill the process and repair my PST files.

After further attempts he kept to the line it was fine and eventually disconneted me. He suggested I email, GREAT!!! I couldnt email!! I didt try to send myself a copy of the transcript, but it never arrived................................

TODAY...... I emailed VPS support and havent heard back, I checked and the email to VPS support is on the Mail Queue and wont go.

ON to Live chat and here the conversation so far

ME: My VPS is x.x.x.x
Me: I have been having problems with the mail on it
ME: one of your reps said there was notning wrong
ME: I sent a email this morning to VPS support about another problem
ME: It is still in the Mail que and wont deliver
EUK: Please allow me some time to check it
ME : ok
EUK: I can see only one email in mailqueue
ME : Yes, and tat is the one to VPSA support and its been there for 7 hours
EUK: May I know exact problem you are facing with emails now ?
ME: MAIL IN THE QUEUE FOR 7 HOURS
ME: and that is a email to YOU

NOW I have typed ALL this post WHILE I am awaiting a reply, the Chat window is still open!!!

Any wonder why I am leaving????

[gobold]

After a very long wait while I typed that post I eventually go this!!!


EUK I can see only one email in mailqueue

FFS!!! is itjust me or is this entirely unacceptable?

[gobold]

After explaining again that this MAY not be good Lol heres what I got


EUK: I am looking into this
EUK: Please allow me some time
EUK: I am checking email logs

I have now been waiting a few monites so posted this as we will get a real time clock of the time spent so far.

having been here a few years I guess that the heiracy will be interested in this.

[gobold]

Wow he catches on quick

EUK I have checked it
EUK: it is your email sent to us
EUK: I am sending one email from your vps to vps@eukhost.com
EUK: let me check it

I am getting encouraged now

[gobold]

Well after sending me some tech data showing a time out I got this

EUK: It seems email connections are not establishing between your vps and eukhost
tony fellas: I said on Satureday that there was a problem
tony fellas: but your colleage would not accpet this
tony fellas: All my Other VPS;s and servers are fine
EUK: Tony we will have to check this issue with our senior admin
EUK: I am opening ticket on behalf of you
EUK: Please allow me some time

And now there are 2 emails in the queue!!!

I return to waiting mode................

[gobold]

EUK: xxxxxxx : Email problem
EUK: Please note ticket no
EUK: I have escalated it to our senior admin
tony fellas: ok thank you

Total time over 20 minutes

[eUK-Alan]

Hi Tony

Mail server connection between your vps and mail server of eukhost.com is not establishing for some reason and that's why mailserver of eukhost is not accepting emails sent from your vps. We are checking it with our senior admin and will keep you informed about the progress.

[gobold]

I didnt realise how long it was before I started posting on here.

I just got the transcript of the Live chat conversation TOTAL TIME 44 MINUTES!!!

[eUKShane]

Hello,

The reason you was not able to send emails to Eukhost is as follows :

Eukhost's mail server IP was blocked in your VPS (CSF firewall) and also your VPS IP was blocked on eukhost's mail server because of *UDP_IN Blocked* and *UDP_OUT Blocked* issues.

We have done the changes on both ends also sent you detailed logs on this (AGZ-45727-911). You should now able to send and receive emails.

[gobold]

I therefore have 2 questions

1. How did this happen that you blocked my IP

2. Why didnt the rep on Saaturday spot this

I still find this service intoloerable

BTW1 The problem IS NOT Fixed. There are 2 mails in my queue and they still wont deliver

[gobold]

Can you please UNDO what ever you have done. Outlook is now doing what it was doing on Saturday.

I just want to get things working as they wer long enought to migrate else where now

[eUKShane]

Hello,

I just sent all emails forcefully using following command :

exim -qff -v -C /etc/exim.conf &

Now there are 0 emails in mail queue :

[root@vps ~]# exim -bpc
0

For security reasons we have configured CSF on our mail server which automatically blocks any IP having more than allowed connections. But, as I said we have now added your VPS IP address in allow list so you should not face the same problem again. We apologise for this inconvenience.

[gobold]

Hello,


For security reasons we have configured CSF on our mail server which automatically blocks any IP having more than allowed connections. But, as I said we have now added your VPS IP address in allow list so you should not face the same problem again. We apologise for this inconvenience.

I t seems to be working for now Thank you.

My qestion remains how? YOu say you block an IP having more than the aloowed connections? So how did this occur? I have bene using internet like I usually do? So I still dont understand what has happened.

[eUKhost.com]

I t seems to be working for now Thank you.

My qestion remains how? YOu say you block an IP having more than the aloowed connections? So how did this occur? I have bene using internet like I usually do? So I still dont understand what has happened.

Hi,

Only information we get in CSF logs is like following :-

tcp:in:d=80:s=xx.xx.ip.ip # lfd: 5 (mod_security) login failures from xx.xx.xx.xx in the last 300 secs - Sun Jan 17 18:17:50 2010

CSF deny logs include very limited information and there's no other way to find out what went wrong. I will ask our CTO to find out some way to include more information in the deny_IPs logs. We will get back to you once we manage to find out a solution to collect more information in the deny logs.