OC3 wtf is going on?
 

OC3Networks, we are down for the third time this week. I have been on hold with your support line for 30 minutes. I've had to stay up all night making sure these sites don't go down, had to call you guys twice already, and now the fucking server is down and its been down for an hour and you guys are no where to be found.

Up until a month ago I had nothing but great things to say about your company but in the last few weeks your customer service has gone to complete shit. its like you replaced everyone with incompetent inexperienced tech support who probably have no business managing servers.

No sooner then I get off the phone with them our box goes down and it hasn't been back up in an hour and when I call back no one is there. Great customer service guys.

Hey Man

I host with OC3 and my box is up at the moment, I know they have recently upgraded their complete backbone to a new (faster) service.

Fingers crossed your box will be back up soon!

BTW I have great support via their ticket system, do you have your new login ID for the new combined ticket / billing system?

they had great support with thier ticket system up until about 3 weeks ago.

Beaver Bob, are you still down? I've heard from several people that oc3 support is bad?:(

yeah, it blows. had a couple bad experiences with them the past month or so.

This is what some very close friends of mine that are or with oc3 said as well. Seems they are good at blowing smoke up peoples asses, but not producing.:2 cents:

its a little later here so I am just getting up but am putting in a call to service for you right now. its kind of general at this point since am not sure who you are, but I willl have them look at tickets. I can't Identify you from a screen name.

Beaver did oc3 :Oh crapever get you fixed or are you still down?

Oc3 ticket system works fine atleast for me never had toomuch delay.I guess you just had bad luck,it can happen on any hosting.

I've had great support with them, gets everything fixed in a matter of minutes, but I do agree, I've also been having a couple of downtimes this week.

I left you my cell number in icq, feel free to call, I am goin back to watchin football

well what do ya know, my sites are down :\

It's pretty sad when you ask for a domain to be added to one of your boxes and your sites go down for half an hour.

I understand that new systems take time to learn and it takes a bit to stabilize it all. But I have a feeling my boxes are the test dummies, and I am not happy. Customer service/tech support blows lately.

Sebs

Sorry to hear about your downtime at oc3, but if you read above they are busy watching football, so you will just need to wait for support..:Oh crap

Anything has been fixed?

My sites are up by MySQL is screwed for a couple of minutes. First time experiencing bad downtime with them. What's going on?

Caz is not tech support. :2 cents:

To be honest, when someone is having problems, and their sites are down, and they are losing money with every minute that goes by it doesn't matter WHAT he does. He could be the janitor, but if he is around he should be trying to help the CUSTOMER in any way he can!!! I thought the football comment was way out of line, and I will certainly remember it when looking at hosts in the future.

Just an honest opinion from someone without a dog in the fight who knows none of the parties involved. :2 cents:

Sign ups are coming in again. So it seems that our boxes are fine now. it is very unfortunate that this took so long.

Isn't that what he was offering to do? I know I have GFY clients but I don't necessarily know the cross reference between their real name and their screen name.

Caz was offering to help, but he needed a name to work with.

As far as janitors working tech support, I would rather they sweep around me, and keep their fingers off the hardware.

I agree no matter what he is in the company the customer should be first, I think a credit should be given for down time, 3 days in a week is too much where money is lost.

Yes new systems suck but the customer should not have to suffer because of it.

Good point but Bob clearly has his sites listed in his sig I think the point was OC3 had great customer service before and it seems to gone down hill for whatever reason. No matter if your a big company or small you are paying for a service and Bob's hold time was pretty long so I can see why he is pretty pissed about the situation.

yes what pissed me off was I was on the phone with the guy talking about a different problem like 5 minutes before the server went offline. then about 15 minutes later after it hadn't gone back up, i tried calling back only to get their answering service and then i got a call on my cellphone from them about 3 hours later :( I was up all fucking night with this.

And again, OC3 up until a month or so ago, I had nothing but great things to say about their customer support. We don't want to have to move our shit but if this keeps happening how can we not?

Yes, he was offering to help, and that is a good thing. I agree with the janitor keeping his HANDS OFF things. BUT, I don't want him to say "I'm just the janitor, good luck with that". Like I said though, mainly it was just the football comment that rubbed me the wrong way. You know him apparently, so your opinion is biased. Which is ok, because it might be biased because he is a great guy. I am just telling you how it came off to someone who doesn't know him. Again just my :2 cents: but I found it to be rather insensitive to a paying customer's problems. So I guess it is now my :2 cents: :2 cents:

I am really glad that my customers don't expect that I know every domain that they have hosted with us.

I am not suggesting that Bob did not have a legitimate gripe, but to suggest that Caz was not doing enough is inane. If he presented the tech with the same info as you expected Caz to play detective with, I could understand why he might be on hold for a while.

Stop licking Ycaza's nuts baddog, you really think he didn't give him the info? He didn't give the info to the specific box on gfy and frankly, why should he? If you see how many tickets we have opened to them in the last few weeks about little bs problems then you might understand the frustration.

Sebs

Does oc3 has real 24/7 tech support?

Im not saying he should know every domain, a customer service rep should go out of the way to help when a big issue like sites being down is what I was saying. 30min on hold I think anyone no matter if it was a site down problem or holding for your credit card company is way too long. Im sure if a customer placed you on hold baddog for 30min you would not be too happy.

Guess paying customers should not express when a company is not helping them out and just pay the bill?

Again, Caz is not a tech . . . he is a sales rep I believe. He attempted to help since I have my doubts the OC3 techs post on GFY (never seen any indication that they do).

I believe all Caz asked for was name and he provided a means of contacting him so even that would not have to be posted on GFY.

What else would you have him, as a sales rep, do?

I guess you are upset, because little of that made sense.

Personally, one of the things I like about my customers is that they contact me via ICQ, phone or email rather than using GFY.

I could post all the back and forth emails between the tech and Bob, but what good would it do? Honestly it wouldn't make look oc3 look ANY better.

Explaining a problem to a tech there takes A LOT of energy, hell we asked to ad some domains to one of our servers there and the box literally went down for 30 minutes right after that and all the existing domains on that box re-directed to the new one we requested to be added. The tech had NO clue as to why this happened. Are you kidding me? How can a company like oc3 justify fuck ups like this?

Fire the school kids, in that case I think the janitor would have done a better job.

^why I train our customers to add their own domains^

So you train your customers to ad their own domains because your techs also don't know how to do it? Thanks for letting me know, I have a feeling I am looking for a new hosting company soon if this keeps up. Now I know not to go to yours.

No, I train our customers to do it so they don't have to wait around for a tech to do it. Since they have to pay more for managed services, it helps them save time and money.

I don't want to be "trained". I want the company I am paying to do the job I am paying them to do.

MY POINT the entire time thank you!!

well the domains should have been obvious considering i talked to their tech support twice, talked to their answering service twice, and had 3 tickets open. not to mention if you clicked the first link in my sig that site was down. the server was down for over an hour by the time i made this thread.

I don't expect zero downtime and I know everyone is human and makes mistakes and problems will happen, but not on an every day basis.

actually i posted my cell to the beav as it were, called the data center, to try and get the problem fixed. He not being my customer makes it difficult to know who is asking for help by a gfy name. I kept the cell phone by my side while watching my game and never got a call. Would have been happy to help. We have 24/7 support but some server problems take some time. If any of you have issues feel free to call me, just icq me for the number and I would be happy to take care of you, whether you are my direct customer of not. Wow this board has gotten vindictive.. Nevertheless, if it were my server I sure would like to know how to add domains. If the customer is a fully managed customer an email will always suffice, beaver am sorry about your troubles, would be happy to look into your problem if you can let me know the name you billed under.

well thats what we assumed a "fully managed" server package meant.

sebastian, he never answered me, not here and not in the icq I sent him, nor on my cell. I have been home all day awaiting that call.

I pay for managed servers for a reason, I don't care if I have to wait for a domain to be added. Adding a domain is never an emergency. When the tech fucks up and shit goes down it becomes an emergency.

And just fyi, the domain issue was just an example this happened about a week ago. Last nights issue was something different. Also something that could have been prevented IF I got what I paid for.

I honestly do not understand why you are in this thread Licking Ycaza's balls anyway, but you made a few comments that shows me that I wouldn't knock on your door when I am in need of some good web hosting service.

Oc3 is not the only company we have servers with. We also have some with cavecreek and yeah they are HELLA expensive but I have NEVER in all the years we had those boxes with them had any problems.

I went with Oc3 for these projects because at the time I dealt with Milan and he is on top of things and treated me great. Lately I have had nothing but problems. And honestly liek I said before, I understand that there can be problems when you are upgrading like they are doing right now. But sites being down for stupid reasons like this is simply not good business.

See post # 20

just as I finished the last thread He added me at 2 58 pst

so how can I help you if this is post 20

What's your point? It is taken care of, the point is that it took ALL night to get it done. Turns out it was something ANY tech should have seen coming before it even happened, ESPECIALLY on a managed box.

I am not here to rip oc3 apart, like I said before. We have had a very good experience with you guys from the beginning, however in the last month there were nothing but problems.

Part of your server park went down a few days ago. Phone calls and emails didnt do shit. "Sorry Sir, just wait it out, we will call you back" I get Milan on ICQ, 3 minutes and my shit was back up. It just shows that at the moment oc3 does not have the right people at the right place.

I simply hope things get stable and you get some people who know what they are doing. Another thing that I noticed is, I used to get responses from your support and I would know who I am talking to. Milan, kobi or whoever. No one puts their name in their emails anymore. If shit gets fucked up I would liek to know who fucks it up.

Sorry about that downtime, we were doin an upgrade to get every major switch port to 10 gig, feel free to let me know about your troubles and I can see about getting you credit. Please note, trying me here is very slow, but you can icq me anytime and I would be happy to give you my cell.

The only reason you are attempting to stick up for oc3 is that they are one of the places you colocate gotwebhost at. :1orglaugh Also Caz did infact do oc3's tech support/sales for quite sometime even if he doesnt at the present time.

PWNED. man you walked right into that one didn't you dog?

AGAIN!

what was it this time? glad im out :banana