Post by Dr PennyStock on Jul 12, 2020 13:23:00 GMT -4
Hello everyone
Since about 10 years, my website is hosted by HostGator, the second biggest Host company in the USA after GoDaddy. In 2012 was sold to the EIG Group, and since then the quality of the service has been decreasing.
Last Thursday during the night they made some update that caused a database error, and put the forum down. Werevu told me that the forum was down, and immediately I contacted them. I noticed that they hired people from India, Pakistan or Bangladesh to run the Chat, and they cannot do anything. They work from home and only have remote access to the servers. So the first person I talked to could only escalate the issue to the admins.
This was about one hour before the market open on Friday. Four hours later I contacted them again. I was told that they were working on it. Obviously they were not working on it.
Yesterday I contacted them once again, and was told that I was in the queue and they would solve the problem as soon as possible.
About 5 hours later I contacted them again and demanded to talk to a supervisor.
Well, the person I was talking to left the chat, the supervisor(Jennifer) joined the chat, and immediately left it again, "closing the door on my face". This is absolutely unacceptable.
Today I sent a written complaint to the Administration with the copy of the chat that I recorded, but, I already decided to move to another Host here in Germany. I will wait until they solve the database problem, will make a backup of the entire website, download it to my computer, upload it to the new Host, and change the DNS to the new IP.
You will not notice because this will not cause any down time, but, I will let you know when the site is already in the new Host, so you can let me know if all is working well.
This is the copy of the last chat I had with them yesterday:
Tech Support: Database Issues
My site is down since Thursday due to something HG made in the server, and I am already sick of contacting HG and my site is still down
7:10 pm
B
Bharat joined
Thank you for contacting Live Chat Support. My name is Bharat. I will be your Web Adviser today.
I am sorry to know that the site is still down. Let me look into this and help you.
7:11 pm
S
Hello Bharat, you don't need to look at it. I want to talk to someone responsible. Please put me in contact with your admin, superior, whatever
7:12 pm
B
I want to know which is the site that is down or is not working. We will definitely help you with this
7:14 pm
S
Sorry, I want to talk to your superior. The issue was escalated, and until now all what I hear from your colleagues is that they are working on it, since about 36 hours. This is the site: forums.drpennystock.com/index.php
7:16 pm
B
Sergio, I definitely understand the urgency. I understand it is very important for you to get this fixed.
7:18 pm
S
That is the same all your colleagues told me. i don't want words. I want action. Once again, please put me in contact with your superior
7:20 pm
B
I see that the case was escalated on 7/10/2020, I am I correct?
Sergio, I will check if I have any supervisor available and transfer this chat. We are working from home and experiencing all this and it is taking time as well. I hope you can understand
7:22 pm
S
Yes, yesterday over 24 hours ago
I don't care to know how HG works. I pay a service and want the service I pay, period
7:23 pm
B
Sergio, our admins work on the case that are assigned and totally depends on the queue. It all depends on the queue. I am checking with my supervisor now. Please bear with me for few more minutes.
7:24 pm
S
Ok
7:25 pm
B
I am still checking with my supervisor
Sorry that this is taking time.
7:34 pm
S
Ok
7:35 pm
B
Bharat left
Jennifer joined
Jennifer left
7:45 pm
I just received a response from HostGator 07.13.2020 02:40PM here in Germany, 08:40AM New York Time.
These guys are funny. Now I need to hire someone to repair what they made.
Hello Sergio,
Thank you for contacting HostGator Support,
Before we get to the issue at hand, I personally would like to apologize for the delay in responses, due to the larger than normal volume of case escalations we are seeing a longer delay between replies then we would like.
As I understand, based on the escalated case notes, you are experiencing a database error on forums.drpennystock.com/index.php. I apologize for the inconvenience this issue has caused.
Upon receiving the escalated case, I was able to replicate the issue when attempting to log in the forum with the credentials provided. I tailed the error log and the output indicates that the site code requires an older version of PHP that is not available on our servers. It seems the site code may need to be updated to be compatible with a newer version of PHP. Additionally, using an outdated version of PHP that is no longer supported may leave your websites more vulnerable to malware. Due to our limited knowledge of the custom coding of the site, we recommend contacting a third party developer to perform this updates if required.
I hope I was able to assist you with your concern. If I have misunderstood your what you are requesting, I sincerely apologize. I am strictly going based off of the information provided to me. Please correct me if I have not addressed your concern accurately.
Also, there is a brief survey at the bottom of this ticket regarding my performance. If you have a moment to take it I would greatly appreciate your feedback.
If you have any further questions or issues about this topic feel free to reply to this ticket, otherwise we are available 24/7 at (866) 964-2867 or through our chat system at helpchat.hostgator.com/
Warm Regards,
Osas E.
Escalated Support
Since about 10 years, my website is hosted by HostGator, the second biggest Host company in the USA after GoDaddy. In 2012 was sold to the EIG Group, and since then the quality of the service has been decreasing.
Last Thursday during the night they made some update that caused a database error, and put the forum down. Werevu told me that the forum was down, and immediately I contacted them. I noticed that they hired people from India, Pakistan or Bangladesh to run the Chat, and they cannot do anything. They work from home and only have remote access to the servers. So the first person I talked to could only escalate the issue to the admins.
This was about one hour before the market open on Friday. Four hours later I contacted them again. I was told that they were working on it. Obviously they were not working on it.
Yesterday I contacted them once again, and was told that I was in the queue and they would solve the problem as soon as possible.
About 5 hours later I contacted them again and demanded to talk to a supervisor.
Well, the person I was talking to left the chat, the supervisor(Jennifer) joined the chat, and immediately left it again, "closing the door on my face". This is absolutely unacceptable.
Today I sent a written complaint to the Administration with the copy of the chat that I recorded, but, I already decided to move to another Host here in Germany. I will wait until they solve the database problem, will make a backup of the entire website, download it to my computer, upload it to the new Host, and change the DNS to the new IP.
You will not notice because this will not cause any down time, but, I will let you know when the site is already in the new Host, so you can let me know if all is working well.
My apologies for not having access to the forum on Friday.
This is the copy of the last chat I had with them yesterday:
Tech Support: Database Issues
My site is down since Thursday due to something HG made in the server, and I am already sick of contacting HG and my site is still down
7:10 pm
B
Bharat joined
Thank you for contacting Live Chat Support. My name is Bharat. I will be your Web Adviser today.
I am sorry to know that the site is still down. Let me look into this and help you.
7:11 pm
S
Hello Bharat, you don't need to look at it. I want to talk to someone responsible. Please put me in contact with your admin, superior, whatever
7:12 pm
B
I want to know which is the site that is down or is not working. We will definitely help you with this
7:14 pm
S
Sorry, I want to talk to your superior. The issue was escalated, and until now all what I hear from your colleagues is that they are working on it, since about 36 hours. This is the site: forums.drpennystock.com/index.php
7:16 pm
B
Sergio, I definitely understand the urgency. I understand it is very important for you to get this fixed.
7:18 pm
S
That is the same all your colleagues told me. i don't want words. I want action. Once again, please put me in contact with your superior
7:20 pm
B
I see that the case was escalated on 7/10/2020, I am I correct?
Sergio, I will check if I have any supervisor available and transfer this chat. We are working from home and experiencing all this and it is taking time as well. I hope you can understand
7:22 pm
S
Yes, yesterday over 24 hours ago
I don't care to know how HG works. I pay a service and want the service I pay, period
7:23 pm
B
Sergio, our admins work on the case that are assigned and totally depends on the queue. It all depends on the queue. I am checking with my supervisor now. Please bear with me for few more minutes.
7:24 pm
S
Ok
7:25 pm
B
I am still checking with my supervisor
Sorry that this is taking time.
7:34 pm
S
Ok
7:35 pm
B
Bharat left
Jennifer joined
Jennifer left
7:45 pm
I just received a response from HostGator 07.13.2020 02:40PM here in Germany, 08:40AM New York Time.
These guys are funny. Now I need to hire someone to repair what they made.
Hello Sergio,
Thank you for contacting HostGator Support,
Before we get to the issue at hand, I personally would like to apologize for the delay in responses, due to the larger than normal volume of case escalations we are seeing a longer delay between replies then we would like.
As I understand, based on the escalated case notes, you are experiencing a database error on forums.drpennystock.com/index.php. I apologize for the inconvenience this issue has caused.
Upon receiving the escalated case, I was able to replicate the issue when attempting to log in the forum with the credentials provided. I tailed the error log and the output indicates that the site code requires an older version of PHP that is not available on our servers. It seems the site code may need to be updated to be compatible with a newer version of PHP. Additionally, using an outdated version of PHP that is no longer supported may leave your websites more vulnerable to malware. Due to our limited knowledge of the custom coding of the site, we recommend contacting a third party developer to perform this updates if required.
I hope I was able to assist you with your concern. If I have misunderstood your what you are requesting, I sincerely apologize. I am strictly going based off of the information provided to me. Please correct me if I have not addressed your concern accurately.
Also, there is a brief survey at the bottom of this ticket regarding my performance. If you have a moment to take it I would greatly appreciate your feedback.
If you have any further questions or issues about this topic feel free to reply to this ticket, otherwise we are available 24/7 at (866) 964-2867 or through our chat system at helpchat.hostgator.com/
Warm Regards,
Osas E.
Escalated Support