Is Steadcom Down??

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Posted by niccell, 04-16-2010, 09:06 PM
I've been checking for the last few hours & their main site as well as all of my servers with them are down.....

Just want to make certain it is not a "regional" issue (such as IP blocking on a range), and it is truly the hosting.
Posted by RS|John, 04-16-2010, 09:08 PM
my website appears to be down as well. I am sure it will be back up shortly.
Posted by niccell, 04-16-2010, 09:09 PM
I love optimism!
Posted by dyna!, 04-16-2010, 09:19 PM

Quote:

It's not just you! http://steadcom.com looks down from here.

http://downforeveryoneorjustme.com/steadcom.com
Posted by niccell, 04-16-2010, 09:22 PM
Yep. Thanks for the info. Has anybody been able to talk to them & get an ETA?
Posted by cresci, 04-16-2010, 09:26 PM
It's a power issue with the datacenter. See the PacificRack thread.
Posted by niccell, 04-16-2010, 09:31 PM
Yep. Except in that thread they say the servers are back up
Posted by cresci, 04-16-2010, 09:33 PM
Note that they said the servers are being powered up manually one by one. On a huge floor like that, with lots of cabinets (I have stuff colocated at their same floor too so I know the size of it), it may take a while until everything is reset...
Posted by dyna!, 04-16-2010, 09:37 PM
If the nodes just lost power, some of them may have lengthy file system checks ahead of them as part of booting up too.
Posted by hkin, 04-16-2010, 10:19 PM
All my server was Down,i have email to support@steadcom,but without any repey.
please see the below similar threads,it seems everyyear the steamcom has down at the time.
oh,my god.
Posted by dyna!, 04-16-2010, 10:54 PM

Quote:

Originally Posted by hkin

All my server was Down,i have email to support@steadcom,but without any repey.

Calm down, read, comprehend.
Posted by hkin, 04-16-2010, 11:02 PM
i can not calm down,and i can not visit the steadcom offical website,i just want to login my vps to back up my data,it's time to leave Steadcom with less support.
Posted by FatBoyNotSoSlim, 04-16-2010, 11:38 PM
Arrrgh, worst possible time for downtime for me aswell.
Posted by samgreco, 04-16-2010, 11:50 PM
I was just about to move a new customers site over tonight. Glad it didn't happen as I was doing it.

Of course the rest of my customers aren't too happy. Good thing it's Friday night.
Posted by ivytony, 04-16-2010, 11:58 PM
mine is down as well, no reply for my email. I guess they may be under attack!
Posted by Profuse-Jimmy, 04-17-2010, 12:05 AM
I believe there's an outage at their DC which you can follow at this thread:

http://www.webhostingtalk.com/showthread.php?t=941775
Posted by toopoo, 04-17-2010, 02:11 AM
still no response from Steadcom and looks like the power issue has been fixed several hours ago.
Posted by quad3datwork, 04-17-2010, 05:39 AM
Needless to say... guess they don't have any active monitoring in place... or that's what it seems to me.

No alert & escalation system. Or someone would be waking up from sleep to fix this.

I'm a little upset right now...
Posted by zwtint, 04-17-2010, 07:18 AM
Hello,

We will update all of you as soon as possible!
Posted by hkin, 04-17-2010, 07:56 AM
Andrew,please restore the steadcom.com first.and tell the phone number can contact steadcom.
Posted by zwtint, 04-17-2010, 08:02 AM
Hello,

We do our best to get everything up and running!
Posted by FatBoyNotSoSlim, 04-17-2010, 08:44 AM
Any kind of ETA?
Posted by zwtint, 04-17-2010, 09:12 AM
Hi,

It seems there is a network issue in our rack. Pacificrack (Quadranet) already working on it.

We have no ETA for this!
Posted by FatBoyNotSoSlim, 04-17-2010, 09:17 AM
Fair enough.
In my part of the world its time to get some sleep, but will the VPSs autostart once the servers are back online? ie, Will I have to do anything on my end (once I wake up/servers back online) to get my site back up and running?
Posted by zwtint, 04-17-2010, 09:26 AM
Hello,

Of course we make sure everything is back online correctly.

If you would like please PM me your cell number (international format) and your name so I can take care of this for you personally and send you a text message once everything is up!
Posted by hkin, 04-17-2010, 10:34 AM
how is the progress now?
Posted by zwtint, 04-17-2010, 10:35 AM
Hi,

Our website is back up now!

I will update you once all the servers has been restored!
Posted by hkin, 04-17-2010, 10:38 AM
Well, hope my vps can be restored very soon.
Posted by zwtint, 04-17-2010, 11:22 AM
Hi,

Your VPS has been restored

Almost all server is up!
Posted by samgreco, 04-17-2010, 11:43 AM
I am now back up too.
Posted by niccell, 04-17-2010, 01:56 PM
It's just a shame that a public message board has to get involved before SteadCom actually responded/sent messages.

From the looks of it their main website has no redundancy, and yes, from a customer support perspective this is terrible and in this day and age, almost unforgivable, as it gives the very people who pay your salaries no way to find out what the issues are, ETA's, and even emergency communication.

How about putting that on your wishlist? Over 12 hours of downtime with no OFFICIAL communication is just not satisfactory.
Posted by ivytony, 04-17-2010, 02:57 PM
shame on steadcom, my VPS has been down ~20 hours! how can I tolerate this?!
Posted by niccell, 04-17-2010, 03:29 PM
20+ hours???

Steadcoms website is up. Have you submitted a ticket? Granted, they may not have the greatest customer service, but in 20 hours they can spare spare the time to at least let you know what is going on.

Submit a ticket & keep us posted.
Posted by samgreco, 04-17-2010, 04:00 PM
Well, this has left a really bad taste in my mouth.

After reading that many folks got up and running within a couple of hours, but Steadcom customers went 20? And yes, the only info I got until Andrew jumped on here, was from here, and in a thread about Pacific Rack.

Whatever the reason turns out to be, I don't see how the difference in time can possibly be acceptable.

And please understand, I have always gotten great service from Andrew. But their systems seem to be really messed up. And he always seems to be the ONLY one responding.

And of course, my customers blame me...
Posted by samgreco, 04-17-2010, 04:03 PM

Quote:

Originally Posted by niccell

20+ hours???

Steadcoms website is up. Have you submitted a ticket? Granted, they may not have the greatest customer service, but in 20 hours they can spare spare the time to at least let you know what is going on.

Submit a ticket & keep us posted.

By the time their site was back up, some 19 hours into this, I was in contact through this forum. So the ticket I submitted didn't really matter. If they had some redundancy somewhere, maybe they would have known sooner? And this would have been fixed in a couple of hours like the others. I don't know. But I'd REALLY like to.
Posted by quad3datwork, 04-17-2010, 06:59 PM
Mine was down for ~16 hours. Again, like I mentioned before, looks like Steadcom do not have any monitoring system in place.

Also, looks like Steadcoms DNS, web, and e-mail(?) services were all hosted within Pacific Rack. Seems like in the same cage(s) all client VPS servers are. IMHO, this is just a poorly executed infrastructural layout. At least have a reliable means of resolving services. Not hard have secondary e-mail server. At least have a way for your clients to contact you in cases like this. (Feel free to correct me if I am wrong about my speculations!)

I'm having second thought putting my data with a company that doesn't even have a DR plan. My .02.
Posted by niccell, 04-17-2010, 07:41 PM
I would be curious to find out how many employees SteadCom actually has, and if they have true 24/7 coverage, and not "call me if there is a problem" coverage.... In the past I've had tickets sit all night and my thinking at the time (and now) is they do not have adequate 24/7 coverage (I may be wrong, but I'd love to hear what they have to say).

Whenever something like this happens, my next question is always the disaster recover plans & HDD recovery. Do they have adequate staff to cover a disaster?
Posted by ivytony, 04-17-2010, 08:09 PM

Quote:

Originally Posted by niccell

I would be curious to find out how many employees SteadCom actually has, and if they have true 24/7 coverage, and not "call me if there is a problem" coverage.... In the past I've had tickets sit all night and my thinking at the time (and now) is they do not have adequate 24/7 coverage (I may be wrong, but I'd love to hear what they have to say).

Whenever something like this happens, my next question is always the disaster recover plans & HDD recovery. Do they have adequate staff to cover a disaster?

I hope they are not a one-man-show company. LOL
Posted by sastek, 04-18-2010, 04:29 PM
Is anyone else still having problems? my VPS keeps disappearing for hours on end.

I've been with Steadcom for a long time but recently I have had lots of outages (one took 3 days to get a response) so it looks like it could be time to move on.
Posted by Shikhir A, 04-18-2010, 10:23 PM
As far as I know, the only people who work at Steadcom are Dimitri (the owner), Gabriel (the sales guy), and Andrew (their tech guy).
Posted by zwtint, 04-19-2010, 10:48 AM
Hello guys,

Everything should be fine now. If you still experience any issue please open a ticket and we will take care of you!

sastek: could you please PM me with your ticket ID?

Thank you
Posted by samgreco, 04-19-2010, 10:52 AM
Andrew,

Can someone at Steadcom give an official explanation of what happened?

Sam
Posted by SteadComGabe, 04-19-2010, 10:57 AM

Quote:

Originally Posted by Shikhir A

As far as I know, the only people who work at Steadcom are Dimitri (the owner), Gabriel (the sales guy), and Andrew (their tech guy).

Not sure where you get your information, but you are quite inaccurate with your claim. Sorry.

SteadCom does not use WHT as a support channel. All communication must be made directly.
Posted by samgreco, 04-19-2010, 11:18 AM

Quote:

Originally Posted by SteadComGabe

SteadCom does not use WHT as a support channel. All communication must be made directly.

Gabe - That's great, except for some 19 hours, your systems were down too and there was no way to reach Steadcom directly. Especially since there is no published phone number.
Posted by Shikhir A, 04-19-2010, 03:13 PM
I used Steadcom before. There were several tickets submitted during different hours.

They all were responded by only one of three people.

Same with the live chats.

Quote:

Originally Posted by SteadComGabe

Not sure where you get your information, but you are quite inaccurate with your claim. Sorry.

SteadCom does not use WHT as a support channel. All communication must be made directly.

Posted by niccell, 04-20-2010, 07:23 PM

Quote:

Originally Posted by SteadComGabe

Not sure where you get your information, but you are quite inaccurate with your claim. Sorry.

SteadCom does not use WHT as a support channel. All communication must be made directly.

Geez, Gabe, that would have been GREAT if your OWN WEBSITE HAD NOT BEEN DOWN!!!!! How are we to communicate with you if your SUPPORT TICKET WEBSITE IS DOWN???? Smoke Signals? Telepathy? Phone calls to your mommy????

My services were cut off for almost 24 hours. Please explain. I believe we deserve an explanation at this point, especially since you are so out of touch with your OWN SERVICE DEPARTMENT that you didn't know your Helpdesk was also down!

THINK - Then Speak - Albert Einstein said this. Still true today.
Posted by samgreco, 04-24-2010, 02:23 PM
Well, I have now jumped ship. Decided to go with the deal at WiredTree. 24/7 PHONE support.

All I can say is COMMUNICATION!
Posted by niccell, 04-27-2010, 11:54 PM

Quote:

Originally Posted by samgreco

Well, I have now jumped ship. Decided to go with the deal at WiredTree. 24/7 PHONE support.

All I can say is COMMUNICATION!

It's a shame when it comes to this. I've seen SO MANY good hosts just go down the tubes by behaving 'bigger than they are'.......they need to remember WHO their clients are and WHO they are trying to please (and it's NOT THEMSELVES).

I've never seen anything quite like this either.....
Posted by samgreco, 04-28-2010, 12:18 AM
The thing is, they still had a chance to rescue themselves with me had they just taken a small amount of time to communicate. But they didn't. In fact I still have not received any communication from them since the incident except the confirmation of my cancellation. And even that took a second email to get.

And there's an old saying, "stuff" rolls down hill. And my customers were certainly rolling it down to me. And when I cannot answer them with any honest information, I risk losing them.

And I've also discovered that it wasn't my Drupal sites that were slow...
Posted by Kohrar, 05-04-2010, 09:00 PM
Is it just me, or are they down again? http://steadcom.com doesn't work for me, and neither are my VPSs.