rowan

Ok, ignore the subject; I don't want to bitch, I just want my server back up. I requested 90 mins ago that it be rebooted, then escalated the ticket 30 mins ago. Anyone alive? It's been down for nearly 5 hours now.

server: "rc" in NL

TurboAngel

Did you call?

rowan

No, but I shouldn't have to. Their system detected the server was down and a tech asked me for the root password... no probs there, I can't expect him to break in and fix things, but I would expect that the ticket gets responded to and actioned promptly when I reply.

TurboAngel

True, sorry for your wait time. Are you still talking to them?

WebairGerard

Hey Rowan support has replied to your ticket and have been trying to call you as well. Please get with me now via methods listed below and I will get directly with our techs ASAP. You can also login to your control panel and use LIVE HELP to speak with techs right now.

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webair

Im going to see if i can put WEBAIR live person support links on GFY =)

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rowan

Ok, so you guys called 5 mins ago... what happened for the other 1 3/4 hours since I updated the ticket and asked for the server to be rebooted?

WiredGuy

lol, surprisingly, this would probably cut back on tons of threads.
WG

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notoldschool

I really like webair to tell you the truth. Their support system has always worked well for me. Sometimes set up times on a big job can be slow but I think they are by far the most trustworth IMO.

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WebairGerard

Rowan the ticket was replied to in less than 5 minutes and when we didn't hear back we tried calling. Anyway we are here to help you but we need to speak with you. Please get with us ASAP.

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rowan

I have no major beef with webair like some people do (many of them probably aren't even customers? ) but on the flipside I don't really see anything sensational about them or their service. I don't think I'll be continuing past my 6 month contract.

rowan

03:07:58 PM automated message to say the server is down
03:11:42 PM message from AJ asking for root password
04:14:59 PM reply from myself asking for the server to be rebooted
05:15:15 PM escalation by myself since I was still waiting
06:00:20 PM reply from AJ

4:14 to 6:00 isn't 5 minutes

SuzzyQ

Rowan,
I had my server go down yesterday. Like you, I thought they monitor the servers for any problems. Apparently not.

Anyway, I filled out a support ticket at 11:09:30 AM and my problem was resolved at 12:41:54 PM.

But, Like I said, they should have known the server needed to be rebooted. Not me doing a support ticket.

Fap

Just here showing webair love

webair

We do monitor every server...It depends upon what actually went down on the server for it to show up on the multiple screens we monitor. If you would like to contact me directly i can put monitoring on any aspect of your server or on any scripts or applications you may be running.


Thanks for the love banthis!

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rowan

What do you monitor exactly? I can see from the MRTG graphs that the server went down - or at least stopped doing anything network related - around 12:00, but the notification didn't go out until 3 hours later.

WebairGerard

Hey Rowan. We knew the server was down the minute it went down and started troubleshooting the server once we saw that. By default we monitor PING/HTTP, your bandwidth utilization as well local system resources. You can email me with anything else you would like to have monitored and I will see that it is setup for you.

Great, I see you are on live help now chatting with our techs They are available 24x7x365 to assist you.

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rowan

Yep, things are finally moving along... live chat should have been mentioned in the very first msg from webair, all the replies said to call or update the ticket.

There is one thing I don't understand, why you wouldn't notify a customer immediately if a server went down and didn't recover when it was rebooted? That means it was 3 hours before I was made aware of it, and then a further 3+ hours before I was able to get into live chat with a tech.

Is this typical of support or did I catch you guys on a bad day?

Tempest

You can't reboot the server yourself from root???

GrouchyAdmin

As much as I bitched about Webair's awful virtualhosting in 2006, their price is right for unmanaged.

I haven't had a single problem with them losing power, accidentally rebooting shit, or breaking the network - and unlike some higher end hosts, they don't have a problem putting in a private network when I request them to do so.

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rowan

Yeah, you can do it from the control panel which I had forgotten about. There's some other weird problem which is preventing it from functioning, it is coming up but it's not responding to network traffic.

The issue is how long it took for me to be notified it was down, and how long it took webair to respond once I was in front of the computer and was aware of the problem.

I've just had a little kit delivered that has 16 segments that can light up red, amber or green, I'm going to build a status display for all of my servers.

RudeBoy

stop crying they solved your problem ....

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rowan

Ahhh, you can just fuck off. I've wasted enough time on this today, I was supposed to be out of the door 2 1/2 hours ago. If webair had informed me sooner AND suggested I used live chat this would have been resolved hours ago.

BoyAlley

WebAir makes my blubbercunt SOOOO wet.

bashbug

You shouldnt have to come to gfy to get your server back up, its pretty pathetic

Pornwolf

Heh, it seems that way.

When I call they take care of me that very moment.

Too many people have a phone phobia. And the live support button on the site must be invisible to most.

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I've trusted my sites to them for over a decade...

Webair, bitches.

stickyfingerz

I wouldnt say he had to come to Gfy to solve the problem. Having had dedicated servers with webair in the past I can say they are more than attentive, and there are many many ways of reaching them at any time.

18teens

Pathetic is a pretty accurate word for the service I've gotten from Webair. They absolutely, positively do not respond to support tickets like other hosts do. They simply refuse to.

xxweekxx

webair sucks balls

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Fap

I think most of you have no idea what you are talking about.. I have gone through a TON of hosts. Not ONE has come close to webair's support. The live help is always there and you can always call. Ive never had a problem once with reaching them. They win awards for a reason

SarahLLO

I'm sitting here on live support right now waiting for Webair to figure out why my websites magically got fucked up on the one day I didn't even touch them. All my sites with Webair are currently completely wonky and useless, but my sites hosted elsewhere are fine. I remember when I upgraded to a dedicated with Webair, they promised shit like this would stop happening. It hasn't, obviously.

Tech stopped talking about ten minutes ago. Sites are still pulling up all text message about "Language Priority" instead of well, how they're supposed to be. I was told by one of my friends that this happened in the past two hours, I just woke up about 15 minutes ago. Fun.

xxweekxx

haha.. seems like webair has half very satisifed customers, and half very unsatisfied.

how many "suck" threads do you see about natnet or isprime?

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SarahLLO

You know what the worst part is?

I have about three websites hosted on fucking DREAMHOST, of all things. I've had about one problem with them ever, and it was taken care of immediately.

Whereas here I am on what's supposed to be a much better service, having issues left and right, even after the upgrade that was supposed to eliminate downtime and fuckups like this.

Hopefully the tech can figure out what managed to happen in the past few hours, while I was fast asleep, to make all my websites go boom.

18teens

I know exactly what I'm talking about. I've been through TWO TONS of hosts. And NOWHERE else have I had the downtime and lack of support that I have gotten from Webair. How they win awards beats the hell out of me.

18teens

Good luck Sarah. I've had downtime every single fucking day for a week and a half. Live support fixes it for awhile and then my shit goes right back down again.

Ever try putting in a support ticket? They don't respond. I've had mine open and escalated for 10 days. No response.

SarahLLO

Well, the tech got my websites back up reasonably fast, but he's now "working" on my request to tell me what went wrong. I think I'd like to know what has the potential to kill all my websites, seemingly without any causation from me.

But yeah, I've found that support tickets can be answered anywhere from a day to two weeks. Assuming you can get someone on live support (I've had times where I sat there for half an hour without anyone ever signing onto it - although that may have been a software problem, Gerard told me they upgraded soon after), they'll usually fix it within an hour.

Once you actually get ahold of someone like Gerard or Nathan, getting stuff done isn't usually a problem. It's just the fact that problems seem to occur so often that really annoys me.

V_RocKs

lucky or you this happened when it did. Had it happened on a Saturday there is no live support...

rowan

You find out how good a host is when something goes wrong.

Still wondering why it took them 3 hours to let me know that my server wouldn't boot properly, and 90+ mins to respond to an escalated ticket.

mr.K©

Webair always states they 'tried' to call.

Sarah_Jayne

I have had nothing but good experiences with their help staff.

ThumbLord

what Sarah_MaxCash said.

SpeakEasy

Not just natnet or isprime, but basically you don't see any hosts with as many "Sucks" threads as webair seems to get.

cykoe6

I agree with this. Their 24 live support is the best I have had.

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Rick Ross

Why bitch about it? Do something about it.... Move to a real host. If they need to call you everytime your server goes down, it shouldnt go down in the first place, but if it does you should expect them to fix it not fucking call you. What do you pay them for?

I would be out of that bitch in a second. Go with ISPRIME or NatNet and concentrate on the growth of your business not fucking downtime problems.

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rayadp05

Dude, that's an INSANE amount of time for your website to be down. There must have been a very serious problem for it to be down for that long. I run several adult websites (with adultfriendlyhosting hosting them for over 3 years now) and the sites are never down. In the very rare and few cases that they have been down, it's been for about 2 or 3 minutes max. I couldn't ask for a better hosting company. Anyway, glad your hosting company fixed the problem for you.

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Kimo

yeah webair REALLLLY needs to step their game up :\

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rowan

I did check my voicemail later and they did call, but it was just after I started this thread and had been waiting for 90 mins for a response to my ticket. More than 4.5 hours after my server first went down.

Like I said, maybe it was just a bad day, but webair don't seem to be forthcoming with an explanation or a "sorry"

Rick Ross

If you are serious about your business you need to put it in a safe location. ISPRIME and NatNet is where it should be. PERIOD.

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Sausage

Webair is nice and cheap and all... hell I was with them with 2 boxes for 3 years, but the last straw was when my box went down 3 times in a month, and the last time it took over 60 hours (almost 3 days) to get it back up and it was because support was so damn busy.

You get what you pay for, and now I am happy never having my boxes go down at isprime and mojohost.

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Sausage

You gotta wonder how some of these companies get those xbiz awards?! Surely they are a joke by now. Webair is an ok budget host and far from the worst but hardly deserving an award compared to the other very reliable premium hosts we have in this industry (natnet, isprime, etc)

I remember Split Infinity getting the big awards 2 years or so and I used them and found them to be the most incompetent amateur host I have used to date. Box was constantly down, they asked us to post good stuff about them on GFY as a thankyou for answering our support ticket and getting our box back up, only to have it die again in a few days and over and over again. Not only that but their ticket system broke down half way through the mess and tickets were going nowhere. Then you go on GFY to see everyone crowing about how awesome they are... what a crock of shit that was.

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