Poundhost.com Constant Issues

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Posted by mark1hos, 01-17-2007, 01:07 PM
What the heck is going on with Pound Host.com? There network has become terrible since we signed up with 9 servers. Everyday this week all 9 servers have either been unaccessible or extremely slow. I've been submitting tickets about it since Sunday, however, their initial response was theres nothing wrong with the network and I had to leave it, but then it happened again and I submitted another ticket and I got this reply: Okay so I proceeded to ask if this was the issue causing the previous problems and he said I was very concerned that they had not picked this up and was determined that they were experiencing no network issues and that all our nine servers with them must have been our end. So I re-opened the ticket and said 20 mins later the ticket was closed, so I re-opened saying how rude it was to just close the ticket and that I would appreciate their comments on this. I then got this back: So now I am walking on egg-shells opening tickets, but its going on day after day and all they say is oh yes I can theres a problem will fix in 5 mins, it then gets fixed but is happening the next day, so I am having to open tickets I cannot help it. I am worried and not sure what to do. Chris
Posted by Maff, 01-17-2007, 06:00 PM
Hello Chris, As explained, the problem is confined to your servers, as you have 9 servers in total which are all connected to the same local area switch in the rack that your servers are located in. There are also two other customers servers connected to this same switch, and unfortuantly both of these servers have been hacked and caused large amounts of outbound traffic which have saturated the uplink, causing a slowdown to your servers - the latency you have seen. This isolates the issue with the switch you are connected to only, not a network wide issue, hence why no-one else was effected at the time, and we stated there were no known network issues in your tickets above. As mentioned we have now removed both of the 'rogue' servers from your switch and are confident that your hosting will continue fault free. Unfortuantly finding the issue did take time, however the constant support tickets you raised only slowed us down in finding the solution as we were always trying to provide updates to you each time you replied to the tickets, as opposed to finding/fixing the fault!! Hope this helps explain in more detail. Feel free to let me know if you have any further questions. (Edited to say you have opened and replied to just over 110 support requests in the last 30 days, of which we have answered every one, and not charged for any technincal support (network related or otherwise, which with your server plan we would charge £30 per 30 minutes). Regards, Matthew. Last edited by Maff; 01-17-2007 at 06:05 PM.
Posted by peruviantalk, 01-17-2007, 06:47 PM
110 support requests ahem :omeone needs to take a break:: this isnt a managed provider
Posted by mark1hos, 01-17-2007, 10:11 PM
[QUOTE110 support requests [/QUOTE] Matthew, Since 17th December 2006 we have submitted 27 tickets, please advise on how you have calculated 110 tickets. Ticket No# 43991 is dated 18/12/2006 to ticket no#45268 dated 16/01/2007. Also, 9 of those tickets were server reboots (unless you give us remote reboots, how else do you propose us to reboot our servers without submitting a ticket?) Secondly, a further four of them were requesting you setup RDNS. Thirdly, 4 of them have been relating to your network outages and latency. Please, please feel free to tell me how you wish for me to reduce the number of tickets we have to submit? Apart for a very few tickets requesting technical support, they have ALL been tickets which only PoundHost can fix. How is this using your remote hands?, how is this falling into server management?
Posted by mark1hos, 01-17-2007, 10:14 PM
I don't recall stating that PoundHost was a managed provider?
Posted by mark1hos, 01-17-2007, 10:19 PM
Also, FYI, according to your perbill helpdesk since 27th October 2005 there have been 151 tickets opened. I make that 10 tickets per month on average. I don't understand how you can say we slow you down opening tickets.
Posted by peruviantalk, 01-18-2007, 01:24 PM
what else would you need all those tickets for. Poundhost stated PER month , you said since 2005.
Posted by Maff, 01-18-2007, 01:35 PM
Chris, In my response I mentioned *opened and replied* to 110 requests, not 110 new tickets. Regards, Matthew.
Posted by peruviantalk, 01-18-2007, 11:24 PM
<--Goes back to high school.
Posted by mark1hos, 01-19-2007, 07:28 AM
So basically you're saying that the problem you have been experiencing is due to us opening and replying to 110 tickets? I don't understand how 27 tickets can turn into opened and replied to 110? Whats replying to opened tickets got to do with anything.
Posted by mark1hos, 01-19-2007, 07:31 AM
I opened this thread about problems we have been experiencing from PoundHost. I have already stated what the tickets were created for. As I have said I welcome suggestions on how to minimise the tickets we need to open when we 1. Need to reboot our servers 2. Make aware of network issues? You cannot use the line 'we are not a managed company' when our requests are always been things only PoundHost can fix. Last edited by mark1hos; 01-19-2007 at 07:37 AM.