Long Time Customer, But Recent Support Has Left Me Wanting...

[StevenTing]

I've been a TCH Customer for the past 6 or 7 years. Don't remember exactly how long. Most support requests have been handled quickly.

 

With the recent move/upgrade of Server21, I've run into a couple of problems. Once the move was complete, Old data, from 2 days earlier was restored to the site. Since I run a Forum, many messages were lost and it was noticed by my users. Sent a ticket in and it was handled quickly by Tina. She had to do a restore from the old live server.

 

This morning, I go to check the status of the site, and it does not resolve. Since I have a reseller account, I check the other domains and those resolve just fine. Just the one domain is having problems. I sent in a request and also used chat. Was told that the issue would be resolved in a couple of minutes. I check back 10 minutes later and nothing has changed. Domain still does not resolved.

 

An hour after my initial request, the problem still was not fixed. I received a response that stated the following. It seems like a canned response.

 

We are currently investigating this matter and express our apologies for the delay in resolution. Thank you for your patience and as soon as any update is available we will respond to this ticket so that you are notified.

 

Another hour later I ask for an update or an ETA. It's not fun to be left in the dark, not knowing what's happening. I received no response to this request. My site has now been down for at least 4 hours and I have no idea what is happening. There's not updates, no ETA, and I'm just left wondering.

 

This is the first time I've received service like this.

Edited January 25, 2009 by StevenTing

[StevenTing]

It has now been 6 hours and I have no resolution and no response.

Edited January 25, 2009 by StevenTing

[StevenTing]

Finally got someone to give me an update. Apparently TCH-Carl was working on the problem for some time. He told me that it was a corrupted DNS zone. He is able to access my domain from his computer.

 

From my point of view, the problem still exists because I cannot access my domain. I have had 10 people from different locations to try and access the domain and none are successful. I have also tried accessing the domain using proxies and have not been successful.

 

Right now TCH-Carl is back on the job to see if he can figure out what is going on.

 

If you want to give it a try, the domain name is www.WeTheArmed.com. Please post if you are successful or unsuccessful in resolving the domain. I hope to show that it is not just me.

[JTD]

I cannot reach your site either.

[StevenTing]

The issue is finally resolved.

 

It came down to deleting the DNS zones on the Server and the DNS Server and then re-adding them back manually. It took almost 9 hours to resolve this problem. And 2 hours after my initial contact with TCH-Carl. I am now up and running thanks to the hard work of TCH-Carl.

[TCH-Dick]

While we are not always able to resolve all issues quickly, the lack of a response for several hours is just unacceptable.

Please accept my apology for the lack of updates and I assure you this is not our standard mode of operation.

[Bob Crabb]

I'm glad that your problem was finally resolved. Unfortunately, it seems as though there were a lot of issues with this migration. I'm sure that Tech Support was overloaded with tickets last night.

 

I say this because I also have a reseller account on that server, and personally submitted three tickets late last night. I was impressed with the timeliness of the responses to all those tickets -- all in less than 20 minutes.

 

I'm glad that your data was restored. I wasn't so lucky, and lost some emails and forum activity from Saturday. Apparently, when synced with the live server, some sites' data didn't transfer properly. Unfortunately for me, my sites were among those that didn't transfer properly. Fortunately, for me, I don't think that anything of importance was lost that can't be replicated (assuming that my friend who sent me some awesome pics of the Hudson River jetliner salvage yesterday morning can re-send the photos).

[JTD]

Resolved ???? I still cannot reach his site.

[TCH-Dick]

Try clearing your broswer and dns cache, the site loads fine for me from multiple locations.

[StevenTing]

I'm going to be opening my ticket again. This morning the site is not resolving.

[JTD]

Try clearing your broswer and dns cache, the site loads fine for me from multiple locations.

 

 

That was done and is done numerous times. His site did not resolve. And still does not resolve this morning at 8:22 EST !!!!!

[TCH-Dick]

This has been corrected again and our lead admin is investigating why your zone file keeps failing.

[StevenTing]

Fixed for now. It's much faster now that we know what we need to fix. Now we just need to know the why.

[StevenTing]

Had another problem having my domain resolve. This time it took about 5 hours to fix this problem. Hopefully it's a permanent fix.

 

One thing I can mention is that having the Chat feature through IM helps relieve a lot of tension and does make bigger problems like mine quicker to solve.