tendim Posted May 12, 2007 Posted May 12, 2007 I've been a TCH customer for a few years now, and I hate to make my first post a "bad" one on the forums, but I was hoping someone could shed some light on what happened on May 11, 2007. Around 13:00 EST on May 11, 2007, I noticed that emails I was forwarding from my work email account to my home account (at my domain) were bouncing back. Then I noticed that I could no longer log into webmail. When I got home at 17:00 EST, my website was completely down, and no email was coming through, so I started up a Live support chat. The person I talked to told me that there were issues with my server (Server #53) and that they would be resolved "shortly". He also told me that email servers were still operational. But this contradicted what I was seeing, since I was unable to receive email through SMTP. Since I was heading out, I figured "shortly" would be resolved by the time I got home. At 1:00 May 12, 2007, my domain was still down, and so was email. Another Live support chat. The person on the other end managed to get my website back up, but email was still down. I told the operator this, and to confirm I went into CPanel and *all* of my email accounts had disappeared, completely. I explained this to them, and after a few minutes they told me to try again, and email was back. HOWEVER. Throughout the day I had sent out several test emails from several different accounts (My work, my backup ISP, gmail, Hotmail), and none of my test emails between May 11, 2007 @ 13:00 and May 12, 2007 @ 1:00 came through. I asked the operator what happened to my email and they told me that a switch was done from "home" to "home2" but they did not know when the mail servers were swapped. Now, the good part. I run a business out of my email, and I don't know if any of my customers who I was lining up deals with for this weekend tried to email me. If they did email me, no doubt the emails bounced as my original test emails did at 13:00. The operator was unable to tell me what happened to my emails (and didn't even answer my final question, simply leaving the chat). Can somebody please tell me what the hell happened? I've been pretty happy with TCH since I came here originally, but if emails can completely disappear my faith in service drops down about 70% and I'll definitely start looking for an alternate provider. Of course, I've kept PDF soft copies of all transcripts from support so I can go back and see what is happening. Thanks. -Patrick Quote
TCH-Andy Posted May 12, 2007 Posted May 12, 2007 Hi Patrick, Welcome to the forums I'm sorry that your first post is an unhappy one. The best way, to get full support on the issue is to open a ticket at our help desk. Without your domain name it's virtually impossible to answer your questions. There was a problem on server53, with loads on the server, and that would have caused delays on emails. If you open a ticket at the help desk, we will review fully your account for you. Quote
TCH-Bruce Posted May 12, 2007 Posted May 12, 2007 Welcome to the forums Patrick As Andy states, please open a ticket with the help desk. The moderators are volunteers and do not have access to the servers or your account information. Quote
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