Cirtex - VPS Down - Knowledgebase

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Cirtex - VPS Down

Posted by Keptic, 09-22-2009, 08:50 PM
I have paid HostV one-year in advance.
Today node21 went down, which is fine, they announced it via Twitter. Then they say node21 is back online. BUT MY VPS IS DOWN!

I send them a ticket, they create my VPS...no files, no passwords work, no emails all data is LOST. I have loads of domains on there and they royally screwed me on this.

They now refuse to cooperate and are ignoring my ticket requests. I have created about 10 new support tickets. They're support system says that they have agents online and working, but no reply or answer. This is especially weird since they were so responsive for most of the time when they told me that my data was safe and they were going to get me online 100%.
Posted by Cirtex, 09-22-2009, 08:52 PM
Hi Keptic,

I'm extremely sorry to hear about this. Please private message me or reply with the ticket id so I can investigate this for you thoroughly. The node was rebooted for an emergency maintenance and all data should've been fine and RAID-10 was 100% in tact no issue.

I'll take a look once you provide more info, again apologize for any inconveniences caused.

Cheers
Posted by Keptic, 09-22-2009, 09:02 PM
Message sent. Please help with this. You have to understand that everything went quiet for many hours.
Posted by Cirtex, 09-22-2009, 09:05 PM
Hi,

Yes I've merged all of your requests tickets and also escalated it, there hasn't been any other cases on the NODE & all of your data is present at the time from where i Just looked.

I will have senior admin thoroughly investigate/resolve it asap. Also I've sent you my contact info in case future emergencies.
Again sorry for any inconveniences caused.

Cheers

I've
Posted by Cirtex, 09-22-2009, 09:23 PM
Small update,

Your websites works fine from http://ipaddress/~username however the DOMAINs in httpd is redirecting to a test page and we'll resolve that shortly.

It seems to be a DNS issue after the NODE was restarted, again apologize for the delay, somehow it only affected your VPS.

Cheers
Posted by MikeTrike, 09-22-2009, 09:27 PM
Based on the updates, you are no longer being f**ked. They seem to be sexing you up real good now.

Glad they are taking action to get you going, keep us informed!
Posted by Cirtex, 09-22-2009, 09:44 PM
Hi

The DNS issue shouild be resolved now, we'll update your ticket in helpdesk once everything is finalized.

Thank you for your patience!

Cheers
Posted by Keptic, 09-22-2009, 10:13 PM
Thanks WHT and thanks Cirtex for your prompt response. I appreciate the help.
Posted by Cirtex, 09-22-2009, 10:19 PM
Our pleasure Feel free to contact us with anymore questions.

Cheers
Posted by catfished, 09-22-2009, 11:09 PM

Quote:

Originally Posted by MikeTrike

Based on the updates, you are no longer being f**ked. They seem to be sexing you up real good now.

Glad they are taking action to get you going, keep us informed!

True Mike, but it's unfortunate that he had to come to WHT to get it resolved. It should have been resolved via their regular support channels. I'm not trying to pick on Cirtex, I have heard good things about them, I'm just stating the obvious.
Posted by Cirtex, 09-22-2009, 11:15 PM
Yes, I completely agree, however at the time this post was written, our staff were already working on his isuse.
The previous admin that had started assisting his issue after replying to his ticket had clocked out due to SHIFT change and the new admin stepped in had to re-read to look over everything to identify the problem before resolving it.

None the less we're always here to assist our clients and if needed the user can in the future post on our forums and usually can get very quick attention from us

Cheers

Quote:

Originally Posted by catfished

True Mike, but it's unfortunate that he had to come to WHT to get it resolved. It should have been resolved via their regular support channels. I'm not trying to pick on Cirtex, I have heard good things about them, I'm just stating the obvious.

Posted by net, 09-22-2009, 11:34 PM
/Closed by request.