Eirca.net Down last 14 hours

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Posted by QuietCalm, 06-12-2010, 04:55 AM
Does anyone have any information about Eirca.net hosting network being down the last 14 + hours now?

Their main website came back up but went down again. Their support site is also not accessible.

My entire Hsphere cluster with them is unaccessible in any way. All my customers websites and email are down. I have received no email notices regarding this incident.

Quietcalm
Posted by Dan-CKS, 06-12-2010, 05:16 AM
There website loads fine here.
Posted by QuietCalm, 06-12-2010, 05:34 AM
HI

Hmm.. Can you tell me if this url is working for you as well... https://genius.eirca.net/ ?

If so, it may be what happened last week with an upstream provider being the issue. I am not alone though... see http://www.webhostingtalk.com/showth...=955483&page=2

Thanks for your input.

Quietcalm
Posted by mushtaq, 06-12-2010, 06:29 AM
I also have an account with this ****** company, and have not been able to get any support for months, I moved most of my accounts off their server, but few accounts I am unable to because I can't login to the ftp accounts to do a backup due to either space or permission problems, none of my support tickets or emails get an answer.

There was a contact number on their website which is disconnected.

I think the company has gone bust, all I want is to be able to back my data.

This is the worst hosting company I have dealt with.
Posted by Dan-CKS, 06-12-2010, 06:31 AM

Quote:

Originally Posted by QuietCalm

HI

Hmm.. Can you tell me if this url is working for you as well... https://genius.eirca.net/ ?

If so, it may be what happened last week with an upstream provider being the issue. I am not alone though... see http://www.webhostingtalk.com/showth...=955483&page=2

Thanks for your input.

Quietcalm

https://genius.eirca.net/

Nope not loading.. I think it may be time to look for a new provider.
Posted by QuietCalm, 06-12-2010, 06:33 AM
Hi

This is already in process. We were migrating to our own network and then it all went down.

Mushtag... more info if you have not read is at http://www.webhostingtalk.com/showth...=955483&page=2

Quietcalm
Posted by mushtaq, 06-12-2010, 06:50 AM
Luckily I managed to move most of my sites off their server recently, due to no support being available for months, I feared this company was going down the pan anyway.

I can't login to couple of the few remaining accounts to do backup of sites, and no-one will answer the support tickets, if the server comes back up again, I'll try again.....
Posted by QuietCalm, 06-12-2010, 06:59 AM
I am hoping this is an upstream provider issue but this is a long outage for such.

That said, it is a big coincidence the same type of thing seems to have happened last Friday. Could not reach anything.

Quietcalm
Posted by QuietCalm, 06-12-2010, 07:02 AM
This is not just Eirca reseller servers by the way. I have a 4 server dedicated hsphere cluster managed by them at softlayer - not a reseller account.

Eirca.net website is down, all my websites are down, another server managed by them from someone I know is also down.

This is why I am thinking it could possibly be an upstream issue.

Quietcalm
Posted by QuietCalm, 06-12-2010, 07:04 AM
If anyone has hosting at the softlayer datacenter in Dallas, other then on Eirca network... is your network unaccessible?

Quietcalm
Posted by mushtaq, 06-12-2010, 07:10 AM
Maybe this problem is outside of EIRCA's control but this does not explain lack of support, as there are a few customers of the company here, do you get replies to your support tickets?

If so what's the average turnaround?
Posted by server prodigy, 06-12-2010, 07:31 AM
Here's some free advice for all the bad hosting victims...

The first time your host doesn't provide support within 4 hours time you need to backup your sites and keep backing them up daily.(You should be doing this anyway but no one ever does apparently or the ones who do don't need to post on WHT about it).

The second time they blow you off for more than 4 hours it's time to move to a real host.

We're set up to be alerted by phone, cell phone and pager when a support ticket is logged, have a working phone line in case the support system fails and monitor our systems so most of the time we know and have solved / are solving the issue before you even know there is one. My husband and I work as a team so if the pager goes off in the middle of the night one of us get's up and goes to work - no matter what.

There's just no excuse for any other kind of support unless you host free websites for teen home pages. If they're taking money to provide the service they need to provide it or you're just waiting around to get bent over.
Posted by (Stephen), 06-12-2010, 08:32 AM

Quote:

Originally Posted by QuietCalm

If anyone has hosting at the softlayer datacenter in Dallas, other then on Eirca network... is your network unaccessible?

Quietcalm

Our offsite support forums are at SoftLayer Dallas. They are running.
I will say that last night between midnight and 3am I was having major issues staying connected to the server however, forums(ours) not loading, and several other things, it would only last about 20 sec to 3 min, then be fine for 10 min, then again disconnect for a while. All the while our own servers were fine, and my phone connection to the SoftLayer server was working properly so it was only impacting certain routes.

Right now, I cannot access any EIRCA site url that has been given here, but can reach our own SoftLayer server, and not been an issue in a while now.
Posted by QuietCalm, 06-12-2010, 08:56 AM
Thanks Stephen.

I have some websites at jodohost still. Great service. You have saved me a few times in the past with customer issues. And here I am posting for help because of another company's issue.. and you are helping here. Pretty cool of you. And I know it's not just to gain business. You are simply a class act Stephen.

Last Friday when Eirca went down it apparently affected other networks at Soft Layer but not everyone. This is what I was told by Eirca.

I am hoping that is the issue here and that this upstream gets this resolved. Some of our customers are absolutely starting to get angry and the threats of leaving are not starting.

I luckily have for the most part a very loyal customer base... but 20 hours is a big outage with no support response, no way to reach support and nothing to tell my own customers about the incident.

Quietcalm
Posted by mushtaq, 06-12-2010, 09:05 AM
Quitecalm, you say you were able to contact Eirca, can you tell me how you were able to do this? I have not been able to get anything out of them for months.

I'm desperate to get my data off their servers.
Posted by QuietCalm, 06-12-2010, 09:23 AM
Well... first I will say that support response times has not been great ever since August 2009 for the most part. Prior to that things were going very well for us and relationship with Eirca. Eirca had a rough year starting in August or so (may have been july can't remember exactly) when Stiophan died suddenly in a car accident. He was a big part of the operations at Eirca. Then Simon stepped down as CEO due to some important family personal issues (they were very real) as well. He sold 49% of the business. So some other company came in and was supposed to help and get support desk back on track with more funds etc. That does not seem to have transpired. I had spoken to him at that time.

Recently support response seemed to start getting a bit better. But no.. still no where at the level it should be, especially for a customer with a managed dedicated 4 server hsphere cluster.

I placed a ticket with them. And Simon responded pretty quickly actually. Tat is all I did to get a response.

I spoke with Simon about a month ago and it sounded like he knows about the issue of support response and he was working to correct this in short order. He seemed more "himself" sort of speak. But, I am just a customer... I do not really know him personally at all.

Again, I have a dedicated cluster so it may be a different ticket system then for resellers.. I dunno about that?

Quietcalm
Posted by (Stephen), 06-12-2010, 10:07 AM

Quote:

Originally Posted by QuietCalm

Thanks Stephen.

I have some websites at jodohost still. Great service. You have saved me a few times in the past with customer issues. And here I am posting for help because of another company's issue.. and you are helping here. Pretty cool of you. And I know it's not just to gain business. You are simply a class act Stephen.

I actually knew you were a customer of ours and partially the way I responded as such, not everyone realizes our forums are offsite(and in this case SL Dallas). We did not have an issue last Friday.
I know with softlayer issues seem to be isolated by where the server is located, so for reference ours is:
Dallas, Server Room 2

You may be in another room, if you know that room you may be able to seek from others some 'was it down' type questions.

However if it is widespread and impacting the bigs like the Planet, SoftLayer, and a handful of others you can bet on it being posted here promptly. In fact I was a bit surprised no one posted about the intermittent issues last night, but maybe it was Verizon at fault(my DSL ISP)
Posted by 01globalnet, 06-13-2010, 02:09 PM
48+ hours...