Ubiquity Los Angeles down?

Portal Home > Knowledgebase > Industry Announcements > Web Hosting Main Forums > Providers and Network Outages and Updates > Ubiquity Los Angeles down?

Posted by TravisJeffries, 07-23-2013, 12:08 AM
100% packet loss, services unreachable and cannot connect to their website nor motion to make a ticket. It has been down for going on 12 minutes now.

http://i.imgur.com/hCUcMzL.png
Posted by hungoverfurball, 07-23-2013, 12:22 AM
Down for me also, even in their "new redundant LA location". :/
Posted by TravisJeffries, 07-23-2013, 12:28 AM

Quote:

Originally Posted by hungoverfurball

Down for me also, even in their "new redundant LA location". :/

I know, right? We went with them based on a recommendation. The only thing that has been redundant so far is the packet loss. You should see the number of packet loss alerts triggered we have in our email from the LA location.

I'm guessing when it comes back up we'll see the standard fare support notice that goes something like this:

Quote:

Ubiquity Los Angeles has detected an operational issue with several of our rack level access switches... [stuff here] ...do not hesitate to contact us.

The support area has like 10 of those notices the past few weeks just for Los Angeles. Can they fix the issues or what?

EDIT: Back up, basically called it, too.

http://i.imgur.com/OqRt7Vm.png

I like how it says we may experience brief connectivity issues as if we didn't just experience a ton of it. Are the routers and switches designed by Playskool or something? This can't be how these things normally function. Though the site is back our service is still completely down. Almost at 40 minutes now.
Posted by hungoverfurball, 07-23-2013, 12:35 AM
Site and motion back up, but my dedis are still down :/
Posted by TravisJeffries, 07-23-2013, 12:41 AM
You would think you would be eligible for an SLA credit for this, but you'd be wrong.

Quote:

No part of this agreement covers service interruption that is caused by one or more devices on our network being the target or source of a DoS, DDoS, or other form of malicious attack. No part of this agreement covers outages or other service interruption that is caused by scheduled or emergency network and systems maintenance. All scheduled or emergency network and systems maintenance will be announced via the News tool in the Ubiquity Support System, located at http://support.ubiquityservers.com/. Clients are encouraged to regularly check this page for upcoming network and systems maintenance announcements.

So basically, whenever there is any significant amount of downtime they'll just copy and paste a maintenance notice so that you won't be eligible for a credit. Funny how one would normally see that 100% uptime SLA thing on the front page as meaning something when it really doesn't.
Posted by hungoverfurball, 07-23-2013, 12:47 AM
You will also notice that the time stamps on the alerts usually are when their motion is down, for example this LA "emergency maintenance" notification was posted at 10:26 when the motion was not even up at that time.
Posted by TravisJeffries, 07-23-2013, 12:52 AM

Quote:

Originally Posted by hungoverfurball

You will also notice that the time stamps on the alerts usually are when their motion is down, for example this LA "emergency maintenance" notification was posted at 10:26 when the motion was not even up at that time.

Exactly. We had been down 30 minutes prior to that "notice" and "announcement". The whole point of announcing something is so someone can prepare or be aware of it. This down time was never announced. It figures when their Chicago location got things together the LA location would do this. We're hosted in Chicago with them too and the past few months were horrible. Los Angeles was fine and then it seemed like the moment Chicago issues were sorted LA started having these problems.
Posted by 24x7group, 07-23-2013, 10:40 AM
Did the entire power go down or was it just a network related issue?
Posted by rannmann, 07-23-2013, 05:02 PM
That outage was almost two hours with no prior announcement. Don't they have a 100% uptime SLA? They're obviously breaking it, even if they claim it was "scheduled" (which it wasn't).

If they're not willing to give a partial refund for the month, drop them. Even if it's a huge inconvenience, it will probably pay off in the end. If it's not one datacenter, it's another.
Posted by TravisJeffries, 07-23-2013, 07:49 PM
http://i.imgur.com/m81jPWE.png
Posted by garysimat, 07-24-2013, 10:34 AM

Quote:

Originally Posted by 24x7group

Did the entire power go down or was it just a network related issue?

They are in the suite across the room from us in LA, no power outages experienced by us - so likely only network.
Posted by hungoverfurball, 07-29-2013, 09:47 PM
And down again.
Posted by murphyslaw4267, 07-29-2013, 09:59 PM
Yeah I'm having issues accessing their control panel which is in LA as well. I'm waiting in line to speak with someone.
Posted by TravisJeffries, 07-30-2013, 02:53 AM
Are you running a software based firewall on this server? Software based firewalls are notorious for causing issues like the ones you've described. I would recommend disabling that and seeing if the issue persists.

...

Just kidding, that seems to be their reply to everything when you're having an issue with something. I see they just recently posted a maintenance notice for LA so there goes your SLA credits
Posted by alamgir99, 07-30-2013, 04:50 PM
So much of their "own motion" system. It's showing this MySQL error from ubersmith!

Signed up for a tiny vps with them. Promised a max 24-hour provisioning time. Didn't happen. Opened a tick. Over 50 hours now, not provisioned, ticket not answered.
Posted by murphyslaw4267, 07-30-2013, 04:52 PM
I just had my ticket answered after about 22 hours.
Posted by mustardman, 07-30-2013, 06:19 PM
Up and down all afternoon. Phoned them this morning (before this latest outage) and the guy made me belly laugh. It was not intentional but what he was saying was so funny I couldn't help but laugh. They acted like they didn't know anything happened. Asked to talk to management and got stonewalled.

Contacted chat which is the only thing that works when LA goes down and he told me to go online and file a trouble ticket with a tracert so they could try track down the problem. No I am not kidding. They wanted me to log into their non-functional website to open a ticket with a tracert because see....it's not like it has anything to do with their network. No no, it's gotta be something on my end. I can't access their website and get "cannot connect to ubersmith MySQL" message because it's something on my end. Maybe if I clear the cache on my browser it will clear up the problem as shown in the attached image. Yea, that's probably it.
Posted by murphyslaw4267, 07-30-2013, 06:21 PM

Quote:

Originally Posted by mustardman

Up and down all afternoon. Phoned them this morning (before this latest outage and I still cannot believe what I was told. They acted like they didn't know anything happened. Asked to talk to management and got stonewalled.

Contacted chat which is the only thing that works when LA goes down and he told me to go online and file a trouble ticket with a tracert so they could try track down the problem. No I am not kidding. They wanted me to log into their non-functional website to open a ticket with a tracert because see....it's not like it has anything to do with their network. No no, it's gotta be something on my end.

Does the attached image look like it's on my end?

They told me to submit a ticket about it too...
Posted by mustardman, 07-30-2013, 06:30 PM

Quote:

Originally Posted by murphyslaw4267

They told me to submit a ticket about it too...

I don't get it. Can anyone in the dedicated server business explain this to me? It's like they want to lose all their customers. If someone were to write a procedure on how to pi$$ off your customers, it would go something along the lines of how they are handing this complete disaster. They just don't seem to care in the least.
Posted by CodyRo, 07-30-2013, 08:02 PM

Quote:

Originally Posted by mustardman

I don't get it. Can anyone in the dedicated server business explain this to me? It's like they want to lose all their customers. If someone were to write a procedure on how to pi$$ off your customers, it would go something along the lines of how they are handing this complete disaster. They just don't seem to care in the least.

It could be a simple disconnect from the sales / live chat and technicians (IE: outsourced or simply sales people).
Posted by murphyslaw4267, 07-30-2013, 09:50 PM
They gave me a month credit for my cloud server, I'll stick with them for the time being.
Posted by mustardman, 07-31-2013, 02:39 PM
I will apparently be getting a credit as well. They didn't specify how much.
Posted by mustardman, 07-31-2013, 05:22 PM
I got a credit of 25% of my monthly dedicated server cost. Not about the money and it won't cover my over all loses when all is said and done anyways.

At least it's something. More importantly it tells me that they are taking this seriously and want to stand behind their service.
Posted by mustardman, 08-09-2013, 01:10 PM
Sign...appears to be more up/down problems today. Luckily I have moved almost all my customers off this merry go round ride of theirs.
Posted by Zimple, 08-09-2013, 02:17 PM
I have one in Chicago, its going up/down up/down for last 4-6 hours.
Posted by mustardman, 08-09-2013, 02:37 PM

Quote:

Originally Posted by Zimple

I have one in Chicago, its going up/down up/down for last 4-6 hours.

Which data center? I have been in Chicago 3 for many months now and have been very happy with their uptime/pingtime.

You must be in their old facility or perhaps a bad rack or switch.