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iWeb - Large Number of Servers down for 2 hours now and counting
| Posted by Ableer Web Services, 02-09-2012, 05:29 AM |
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Still down. The whole datacenter was said to have went down during this outage however it remained only to smart servers. Now almost 6 hours later and still down. http://blog.iweb.com/en/2012/02/inci...e-14/9769.html |
| Posted by arpatech, 02-09-2012, 09:49 AM |
My ticket numbers:
[TICKET #5238070]
[TICKET #5234982]
I just want to rant my disappointments on how bad Iweb's support system. I am new to this forum but not with the web hosting business. Some of you might find my experience with yours in the same boat and some would not.
Everyone is entitled with his/her personal opinion. I do not need to please everybody. I speak for my own experience for all those who had the same experience as mine.
I had other dedicated servers running with other providers and I do not have any issues both technical and administrative. Two (2) weeks ago we had a need to get a dedicated server for a new client. In this case, I have chosen Iweb as the offer looks promising. I got a Smart Server with them:
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Server ID NE-T076-480
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Earlier, I receive an SMS from our zabbix server that our box from Iweb is down. I immediately login to check and a quick look says there was no icmp response. I logged in and check the support blog. It says there was a network problem. THE BOX IS STILL DOWN UP TO NOW!
The worse thing is that:
1. SUPPORT is not available on chat, but SALES is available!
2. I already filed a ticket earlier. My FIRST ticket was CLOSED without a reply. I filed a second ticket.
3. No one was responding to my emails. They have this support-emergency (at) iweb dot com that do not respond!
4. Server has been down for almost 8 hours now.
5. NO ONE is answering calls on their hotline.
I'VE NEVER EXPERIENCE SUCH A BAD SUPPORT AS THIS. My server is still down up to this moment I wrote this and it makes me feel that their services is really incompetent. |
| Posted by Coolraul, 02-09-2012, 10:01 AM |
Quote:
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Originally Posted by Ableer Web Services
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Hmm we have a large cluster at Iweb and it hasn't seen a hiccup.
One of the nice things about Iweb is that it isn't just one physical location it is 4 or 5 of them interconnected around the Montreal area so their entire DC is never down. I believe the outage is to a part of a single location. Still sucks if you are in that location of course. |
| Posted by atchoooo, 02-09-2012, 10:16 AM |
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Major Network issue affected Segment 1 of the Smart Server / Smart Layer network from 10h30pm to 2h30am. It affected around 2000 servers of 15,000+ and only Smart Servers. Network connectivity was restored at 2h30. There still seems to be some problems with dns resolution we are trying to post an update shortly. |
| Posted by Ableer Web Services, 02-09-2012, 10:36 AM |
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Almost 12 hours now and you keep saying this and will provide no one with an ETA. It's a work weak and now 8:35AM. I'm waiting for businesses to call me about no email access at their office. This is all running on an hour and a half of sleep. |
| Posted by atchoooo, 02-09-2012, 10:43 AM |
Quote:
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Almost 12 hours now and you keep saying this and will provide no one with an ETA. It's a work weak and now 8:35AM. I'm waiting for businesses to call me about no email access at their office. This is all running on an hour and a half of sleep.
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Network is up since 2h30am but it seems that there were or are still some issues with secondary IPs and ARP issues causing dns resolution problems. Can you confirm if it has been resolved or not for you? |
| Posted by Bilal-Ahmed, 02-09-2012, 10:52 AM |
Quote:
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Originally Posted by atchoooo
Major Network issue affected Segment 1 of the Smart Server / Smart Layer network from 10h30pm to 2h30am. It affected around 2000 servers of 15,000+ and only Smart Servers. Network connectivity was restored at 2h30. There still seems to be some problems with dns resolution we are trying to post an update shortly.
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Well I must say that iWeb.com has disappointed me, you told us(your clients) that issue is resolved and closed the topic on network status blog for public comments so no one can report the issue and you guys just pretended that issue is resolved.
Your live chat operator answer after 30 minutes and whenever I ask him any question he just reply back with automated message..AHHH!!!
I tied to call you customer support which answered my call after 43 minutes of hold and then I was promised that I will get email within 15 minutes but it never came.
To be honest you guys doesn't respect your customer at all, you just keep fooling us again n again......guess what we don't even know what exactly went wrong....!! |
| Posted by chr15to, 02-09-2012, 11:03 AM |
After +13 hours the problem still not solved... this is takes too long.  |
| Posted by Bilal-Ahmed, 02-09-2012, 11:07 AM |
Quote:
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Originally Posted by chr15to
After +13 hours the problem still not solved... this is takes too long.
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Dude they don't just don't care, You can only pray now! Lets see how many hours of downtime we get in next few days..... |
| Posted by chr15to, 02-09-2012, 11:10 AM |
Quote:
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Originally Posted by atchoooo
Network is up since 2h30am but it seems that there were or are still some issues with secondary IPs and ARP issues causing dns resolution problems. Can you confirm if it has been resolved or not for you?
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Obviously not.  |
| Posted by atchoooo, 02-09-2012, 11:35 AM |
90% of IP addressing and traffic on these routers are back to normal also.
We advise our customers to :
SSH to their server via the public IP when the domain does not work.
First : make sure their network configuration is correctly done in their OS (one gateway only).
Second : try to generate traffic from their servers :
Ping google.
Third : use the below commands :
Restart all unresponsive services
Then type commands:
CentOS: service network restart OR /etc/init.d/network restart
Debian/Ubuntu: /etc/init.d/networking restart
Blog post will be updated with further details please refer to it. |
| Posted by Bilal-Ahmed, 02-09-2012, 11:46 AM |
Quote:
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Originally Posted by atchoooo
90% of IP addressing and traffic on these routers are back to normal also.
We advise our customers to :
SSH to their server via the public IP when the domain does not work.
First : make sure their network configuration is correctly done in their OS (one gateway only).
Second : try to generate traffic from their servers :
Ping google.
Third : use the below commands :
Restart all unresponsive services
Then type commands:
CentOS: service network restart OR /etc/init.d/network restart
Debian/Ubuntu: /etc/init.d/networking restart
Blog post will be updated with further details please refer to it.
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Nice Joke! Nothing is working here dude!What can't you fix this issue?? It's been more than 13 hours...... |
| Posted by chr15to, 02-09-2012, 12:09 PM |
Server ID : NE-T034-200 is still down
Server ID : NE-T071-370 is up and running... hopefully it's stable and not drop again..... sigh *praying* |
| Posted by Bilal-Ahmed, 02-09-2012, 12:24 PM |
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NE-T038-040 & NE-T023-020 both are down! |
| Posted by Coolraul, 02-09-2012, 01:07 PM |
Quote:
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Originally Posted by Bilal-Ahmed
Nice Joke! Nothing is working here dude!What can't you fix this issue?? It's been more than 13 hours......
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It sounds like the network infrastructure issue is fixed or believed to be fixed so do you mean you cannot get to your server or you tried those commands and it didn't work to bring secondary ip's back online?
I know you are frustrated but it sounds like most people are resolved so if you can help yourself and try those steps. |
| Posted by Bilal-Ahmed, 02-09-2012, 01:15 PM |
Quote:
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Originally Posted by Coolraul
It sounds like the network infrastructure issue is fixed or believed to be fixed so do you mean you cannot get to your server or you tried those commands and it didn't work to bring secondary ip's back online?
I know you are frustrated but it sounds like most people are resolved so if you can help yourself and try those steps.
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Buddy I already know about those steps and I have done everything. Rebooting, Initializing Smart Server.... But no result. Both of my servers are not responding to public network.
I'm Tier3 Reseller of Softlayer and I left Softlayer for iWeb.com but in less than a week I faced his disaster. My clients are so mad at me and I have nothing to say because iWeb is not helping in any way. It's been 14 hours and still we don't konow what happened and it's not 100% resolved.
This is not a level of customer service I have expected from iWeb.com. I'm not sure why iWeb always try to hide from their customers. You can't reach them on phone, they never reply back to ticket, they promise response in 15 minutes and still no response. |
| Posted by Vinayak_Sharma, 02-09-2012, 01:27 PM |
Quote:
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Originally Posted by Coolraul
Hmm we have a large cluster at Iweb and it hasn't seen a hiccup.
One of the nice things about Iweb is that it isn't just one physical location it is 4 or 5 of them interconnected around the Montreal area so their entire DC is never down. I believe the outage is to a part of a single location. Still sucks if you are in that location of course.
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Our cluster located with them is up too, no downtime noticed. |
| Posted by Coolraul, 02-09-2012, 01:28 PM |
I understand your frustration. Was just trying to help. My experience with them has not been what you describe so was just figuring out what you had tried already.
I suspect they have a lot of people contacting them about these issues right now. |
| Posted by Bilal-Ahmed, 02-09-2012, 01:38 PM |
Yes I understand that, But iWeb is not a shared hosting company. It's a multi mullion dollar company and I don't accept this excuse to ignore your clients on tickets, phone, live chat!
Even a start-up hosting company doesn't hide from their clients like this. If they don't have much staff then they should hire more or at-least trained people who doesn't "close the chat session before customer has finished his talk"!
It's been 14 hours and not a single ticket reply!
Please iWeb show some respect to customers! |
| Posted by Coolraul, 02-09-2012, 01:43 PM |
You cant possibly think that they are hiding from their customers. Honestly that doesn't make any sense.
Isn't it more likely that they have a lot of support issues ongoing because of this and are dealing with them as quickly as they can? I know this won't make you feel any better as you have downtime but I have used them for some time and been to their datacenters. They have never struck me as a company that doesn't care. |
| Posted by Ableer Web Services, 02-09-2012, 01:48 PM |
I'm noticing that once you submit tickets now, they're gone as soon as you refresh your page. Even if your ticket has absolutely nothing to do with this issue.
iWeb seems to be a decent provider. I've had several servers with them in the past and never had such an issue. I guess it's going to happen at some point and we just chose the day.  |
| Posted by Vinayak_Sharma, 02-09-2012, 02:00 PM |
Quote:
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Originally Posted by Ableer Web Services
I'm noticing that once you submit tickets now, they're gone as soon as you refresh your page. Even if your ticket has absolutely nothing to do with this issue.
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Disappearing tickets is mentioned at their blog. Maybe they made this system wide setting. |
| Posted by chr15to, 02-09-2012, 02:19 PM |
Quote:
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Originally Posted by Coolraul
It sounds like the network infrastructure issue is fixed or believed to be fixed so do you mean you cannot get to your server or you tried those commands and it didn't work to bring secondary ip's back online?
I know you are frustrated but it sounds like most people are resolved so if you can help yourself and try those steps.
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Actually there's nothing we can do, I got one server back online and the other still in the dark. Logged in to the active one and then SSH from the LAN, got access the second server but no valid connection to the real world. Restart the network, ping to google etc to get DNS resolutions as advised in the blog, nothing works.
Understand that impossible to answer every single ticket by now, it could be thousands of tickets opened waiting at iweb by now.
However it's really frustrating to see that you can't do anything and just waiting in the dark. While their blog announce that network is stable and none of their advice is work here.
I should say after several years with iWeb this is my first bad experience with them. |
| Posted by Bilal-Ahmed, 02-09-2012, 02:19 PM |
Quote:
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Originally Posted by Ableer Web Services
I'm noticing that once you submit tickets now, they're gone as soon as you refresh your page. Even if your ticket has absolutely nothing to do with this issue.
iWeb seems to be a decent provider. I've had several servers with them in the past and never had such an issue. I guess it's going to happen at some point and we just chose the day.
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Honestly I did liked the server pricing, features and the overall performance of smart servers. But the lack of interaction with clients is very poor.
Machines can always fail and I know any hosting provider can have downtime but if you give correct and timely information to client then it gives alot of confidence. Don't forget we have to answer our clients as well. When you say them their is no ETA then they really get mad. |
| Posted by atchoooo, 02-09-2012, 02:41 PM |
Quote:
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Honestly I did liked the server pricing, features and the overall performance of smart servers. But the lack of interaction with clients is very poor.
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Comments on the blog shouldn't have been closed, they are now reopened, I apologize for this incident. About support, we were under about 200 simultaneous live chat requests, overloaded phone lines and more than 1500 tickets created at the same time (or almost). We are doing our best to answer and reply to customers and post updates on our blog and have added emergency teams and a lot to staff to give feedback to customers.
Most of the servers should be online now. There are a few cases that are still affected by misconfigurations issues that are processed at this time and should be reinitialized soon but most of the other cases are ARP issues that can be resolved by logging into your server using its IP and pinning an external site like google.com. If you can log into your server using its IP address but can't get to resolve the public connectivity issue by pinning a public web site, please open a ticket and our staff will do it individually as soon as possible.
Regards, |
| Posted by yoww, 02-09-2012, 02:48 PM |
Thanks for the update atchoo. I think I must be in the group reconfigured. I can only get in via the console in the control panel (before it went down). No combination of service restarts reboots etc will get the server to come online.
I do have a ticket opened - 5225598 - I just hope its not buried with all the people that are already back up and running. |
| Posted by Bilal-Ahmed, 02-09-2012, 05:23 PM |
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Just and update, All my servers are back online. |
| Posted by kyay, 02-10-2012, 12:54 AM |
Hope they fix this soon, still gotta love Iweb |
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