Incognito Networks down

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Posted by tattoovampire, 03-06-2006, 10:53 AM
I signed up for an account yesterday and have yet to receive my information. Last night the site was unreachable and this morning it is loading unbearably slow; nearly 5 minutes to load the index page. Are they being DDOSed?
Posted by StackHost, 03-06-2006, 10:54 AM
Have you attempted to contact them via their support system?
Posted by tattoovampire, 03-06-2006, 10:55 AM
You can't reach the help desk. The index page dies before you can even read the IM info at the bottom.
Posted by StackHost, 03-06-2006, 10:58 AM
Perhaps you can reach them at 1-866-759-4151, good luck.
Posted by StarSpun, 03-06-2006, 11:00 AM
Heya.... Yup, all my sites have been down for the last 9 hours. Would be nice to receive at least a mass email about what the problem is:-(
Posted by tattoovampire, 03-06-2006, 11:06 AM
Finally reached some info: Status Updates Last Updated 3/5/2006 10:13PM PST (GMT -8) 3/1/2006 10:32AM PST (GMT -8) Dear Clients of Incognito Networks, As of February 28th we have been notified by our datacenter (The Planet) that they will be terminating our with service with them and will remove our servers on March 3rd 12:00PM CST (GMT -5). The Planet has claimed that our servers have received too many denial of service attacks and thus will no longer be able to host Incognito Networks. This comes as a great shock to everyone at Incognito Networks as we had no indication that the minor attacks our servers have received were a cause for concern and that our servers would be terminated on such short notice. We have made repeated requests for The Planet to extend the termination date, but they have refused all requests thus far. What is being done: Immediately after we were informed of the imminent server termination, we placed an urgent order for a new server at EV1Servers with the following specifications: Dual Intel Dual-Core 2.8Ghz Xeon processors with Hyperthreading (operates as eight processors), 8GB RAM, 2x 73GB SCSI HDDs RAID 1 configuration, 8x 300GB SCSI HDDs with RAID 5 configuration, on a 100mbit multi-homed port. EV1Servers has been quite flexible thus far; allowing our server to be setup much faster than it would have been otherwise. This new server will dramatically improve the performance of service that all Incognito Networks clients will receive despite the increased number of accounts on the single server. Timeline information: Currently everyone at Incognito Networks is working to transfer every web hosting account to this new server. All of our staff members are working double length shifts to complete this transfer process as quickly and efficiently as possible while maintaining normal business operation. We expect to complete all of the account transfers on March 2nd 12:00PM PST (GMT -8) at which time we will switch over the IPs on all incognitonetworks.com nameservers (ns*.incognitonetworks.com). All websites will resolve to the new server within 24 hours after the changes have been made. -------------------------------- It looks like the move has turned chaotic. :-(
Posted by StarSpun, 03-06-2006, 11:24 AM
I would say so! Now why wasn't everyone informed about this like, I don't know....a few days ago? Today is March 6th....what the hay is going on?! Thanks for posting this....if you find out anymore, let us know! :-)
Posted by rv_irl, 03-06-2006, 11:50 AM
They are keeping customers updated via: http://www.incognitonetworks.com/servermove.php I don't know how they handled things which lead upto the cancellation from The Planet, nor do I know who's fault it really was, but it does seem like they are handling the situation pretty well. Hats off to them
Posted by Rivux, 03-06-2006, 12:22 PM
Pretty well? Do you work for them? Because the last thing they have done is handled this move well.
Posted by kentcounty, 03-06-2006, 12:33 PM
What else can they do?
Posted by rv_irl, 03-06-2006, 12:35 PM
No, I don't work for them or have anything to do with them. I have a competing company.... Like my original post said, it "seems" like they are. The updates they have provided says they have transferred everything over and things should be working fine. Like I said, it "seems" like they are handling things fine. If they aren't, well I guess they are hiding something. Just my opinion Last edited by rv_irl; 03-06-2006 at 12:41 PM.
Posted by ldcdc, 03-06-2006, 12:39 PM
Apparently there was some downtime; that is bound to make some customers unhappy. Indeed though, this was a special situation, and the short notice didn't leave them with much wiggle room. I'm not sure if accepting new customers during this time was the best decision though.
Posted by tattoovampire, 03-06-2006, 12:44 PM
They could have posted a prominent notice about the move on the index page, for one. Second, they should not have continued to accept new clients during the transition.
Posted by Yash-JH, 03-06-2006, 12:54 PM
Companies like SuperbServers, EV1, ServerMatrix specialise in low-cost servers for small customers... They are targeting small companies that have small resource requirements.. They are not geared towards the sort of support a large web host would needs.. Unless you can extract a special business contract with them, you are going to undoubtely have issues with them shutting down servers due to abuse or having poor response times to issues.. However given the circumstances, I think Incognito is doing a fine job..
Posted by kentcounty, 03-06-2006, 12:56 PM
Yes, that`s fair enough. However, I`ll refrain from posting comment as I do not used with them, nor I have I ever done so. Hopefully competitors won`t take this opportunity to run them down, like has happened on here before.
Posted by rv_irl, 03-06-2006, 01:00 PM
I would argue that SuperbServers do handle large heavy clients as well as cater to the small ones... We had the typical spam issue with one server. Out of the allowed 6 complaints, we received 128 complaints. According to the TOS - after 6 complaints, its termination - no exceptions. Yet they re-enabled the server for us within 24hrs after brief talks with them. At The Planet, we probably would have faced the same issue as Incognito...
Posted by Yash-JH, 03-06-2006, 01:07 PM
they have a separate brand for their large business clients - superb.net Their low cost brand, superbservers is targeted towards small clients. I've had a taste of some of these companies a few years back, and I'd never host any serious business with them.. There is no guarantee that they wouldn't unplug your server whenever they wanted too..
Posted by up_guy, 03-06-2006, 03:01 PM
They did NOT handle this well...a mass email should have been sent and yes, something should have been posted on their index page. Yes, things do happen, but the downtime is ridiculous...the hours we have to wait for support is ridiculous, and I, for one, am very unhappy with Incognito for they way they are doing business. I'll definately be looking for a new host immediately since my clients and myself both need to be able to have email available in order to conduct business. I've answered calls from every one of my clients about their sites being down and it makes me look foolish when I have to reply to them that "I have no idea what's going on". Anyone else from Incognito jumping ship? UP Guy
Posted by nax9, 03-06-2006, 04:05 PM
Up Guy : I know an incident like this can put you off, but before you jump ship, have you ever had any problems with Incongnito before?
Posted by Shaw Networks, 03-06-2006, 04:32 PM
You were informed of this. We e-mailed everyone on all of our servers through the e-mail address that was included in your cPanel, we posted a notice on the login main page of your cPanel, and we put a notice on our website. There was nothing else we could possibly do to notify you of the change aside from calling all of our clients.
Posted by Shaw Networks, 03-06-2006, 04:43 PM
We have grown tired of comments like these. We have handled this situation extremely well considering the circumstances and work that had to be performed. We were forced to move roughly three thousand accounts (yes, three thousand) in a few days time. All of our staff members were working 16 hour shifts to have this immense task completed under the deadline The Planet gave us. I am certain that anyone here who has transferred thousands upon thousands of accounts under a three day deadline knows that the task is not easy. We completed all of the transfers without any client data loss and the far majority of our clients experienced no downtime. The only clients that did experience downtime were resellers using their own private nameservers and did not receive word of the server move. We do apologize for the inconvenience that our clients have experienced for the server move, but it must be understood that we did everything within our power to make this transfer go along successfully. We thank those clients who understood the situation and offered us their support. I encourage anyone who was not reviewed http://www.incognitonetworks.com/servermove.php to do so.
Posted by Shaw Networks, 03-06-2006, 04:51 PM
To clarify: a mass e-mail was sent, something was and still is posted on our index page, and a notice was also posted on your cPanel account login. Our clients who have kept their e-mails updated in cPanel experienced no downtime as well as the clients who used incognitonetworks.com nameservers. Surely you can understand the support wait times as we have many clients reporting minor configuration errors with PHP scripts and other issues that arise with massive account transfers. Perhaps if you looked at our website, your cPanel login or checked your e-mail you would know exactly what was going on. We updated the transfer page at http://www.incognitonetworks.com/servermove.php multiple times a day giving out any new information that we had available. You will receive spectacular service on your new server and we hope that this one-time issue would not be a cause to 'jump ship'. We again thank all clients of Incognito Networks who have been understanding of this situation.
Posted by Richard, 03-06-2006, 05:01 PM
I believe ThePlanet was "in the right" this time. I hope Incognito Networks has located the user(s) responsible for attracting the attacks because EV1, based on my own experiences, rights a tigher ship when it comes to abuse and how much slack you get before you're gone.
Posted by cartika-andrew, 03-06-2006, 05:11 PM
Looks like the migration is completed... From someone that has migrated alot of accounts in a short period of time, I completely understand the issues outlined here: Of course - people using IP's for mysql server name, etc... all sorts of little issues will pop up Again, not much a provider can do, as they wont have access to reset reseller nameserver IP's at their registrar - and when a move is done this quickly, unfortunately, some resellers will slip through the cracks and not get notified. When we did our move away from theplanet almost a year ago now - we had several resellers not make this change after 3 months, 4 emails, 2 phone calls, etc... finally we terminated theplanet servers, the port forwarding stopped working, and these clients went offline - not much we could do - and a couple of clients (though most understood it was their responsibility by that point) still blamed us - lets give IN a break here Congratulations on a successful move under such circumstances... Hopefully your team can get some much needed rest now...
Posted by Shaw Networks, 03-06-2006, 05:24 PM
Thanks, we appreciate it. We wish that we could get some rest, but we're going back on 16 hour shifts to resolve all the trouble tickets that have been pouring in, about 55 tickets open right now. There is no possible way I can see "The Planet" being in the right for this issue. The attacks our servers suffered were very minor and did not affect service for our server. The attacks did not affect their network or any other servers surrounding ours. The fact that they gave us less than four days to move without even notifying us by telephone is appalling and absolutely unacceptable. We have been with The Planet for two years and spent tens of thousands of dollars on their services. I never would have imagined such treatment from a company we had spent so long with.
Posted by ScottJ, 03-06-2006, 05:35 PM
Lesson learned dont use the Planet. It looks IncognitoNetworks did everything they could have and did a good job. A smart thing to do in the future would be to split your servers between two or more data centers to help prevent a massive company wide problem like this.
Posted by pibby, 03-06-2006, 07:46 PM
My site and even their main site are down. http://www.incognitonetworks.com This is becoming a real pain in the arse! It's been down at least 4 times this month according to my uptime monitor. So much for their "stellar" reviews I saw on here Time to find a new host again.
Posted by Shaw Networks, 03-06-2006, 08:02 PM
Our main website is not down nor are our client websites, and you should review http://www.incognitonetworks.com/servermove.php. This announcement was e-mailed to all Incognito Networks clients, posted on your cPanel login page and linked to off of the main index page of our website.
Posted by up_guy, 03-06-2006, 08:16 PM
Pibby is correct. Yes, this server move was "unexpected" but our sites have been down at least 4 times since we signed up as well. Yes, I know your support staff is "overwhelmed" because of the server move, but again...each time I've submitted a support ticket in the past it's been over 6 hours for a reply. That's almost a whole day of being down when you are doing business. Maybe saying you have 24/7 support means you can submit a trouble ticket any time but it's going to be awhile before they get back to you. Even replying with a "hey we got your message and will get to you as soon as possible" is alot better then not hearing anything for a whole day. I'm also concerned about putting almost 3000 websites on one server...the last server was slow and kept going up and down...what makes you think putting 3000 websites on one server to share speed, bandwidth, etc. will make things better. We are a small company that can't afford a full-time (or even part-time) server person so we have to host with someone else, but I feel like we are being held hostage at times when we can't reach the owner of the company (Incognito) when we've left voicemails and emails (admin@incognitonetworks.com) and AIM messages with no reply at all. So..without even taking the current server problems/move into account...Incognito still has a poor support and communication system. I don't like that I have to say this here, but I've gotten no response through the normal methods of email, IM, or telephone.
Posted by Shaw Networks, 03-06-2006, 08:36 PM
It doesn't look like you've used our trouble ticket system or support@incognitonetworks.com, you'll definitely want to use that system first to obtain the fastest reply from us. We also have dedicated live chat reps available on our website if you're having an issue that you would like to have quickly resolved. Voicemails in our sales department for technical issues or trying to contact myself directly won't give you nearly as fast of a response. The new server will be able to handle the website load without any issues. I have consulted with multiple server admins before the move and they were all certain that the server would be fine for the job. The new server is extremely fast (Dual Intel Xeon Dual-Core 2.8Ghz Hyperthreading processors, 8GB RAM, dual 73GB HDDs RAID1 config, eight 300GB HDDs RAID5 config, on a 100mbit multi-homed line) and gave the second highest benchmark result ever posted on WHT. Please feel free to private message me with AIM or MSN contact information, I will message you as soon as I have a free moment and resolve any server move related issue that you are experiencing.
Posted by layer0, 03-06-2006, 08:38 PM
That's quite a monster box (EV1, eh? ) but would it not be better to have multiple smaller servers (say DUAL Xeon, 4G RAM) than one big one?
Posted by up_guy, 03-06-2006, 09:02 PM
Elliott....Of course I've used the trouble ticket system...how else would I put in support requests and how else would I know that it usually takes over 6 hours to get a response back? One of the main reasons of trying to contact you was NOT to tell YOU my support issues but to let you know that I'm unhappy with the response time and the server being down since you are the CEO/Owner you should know these things. I also tried contacting your sales department by telephone 3 times and all 3 times I left messages for a call back. The reason for contacting the sales department was NOT to log a support problem but to get information on the Entry Dedicated Server so I could move all of my sites to Incognito..something I will NOT do now because of the ridiculous response time and server downages (not taking into account the server move). I may not be a tech person, but I know how to do business and how to use a support ticket system. We depend on you and your company for keeping our businesses going, especially when it comes to someone like me who wants/wanted to give you MORE business but couldn't even talk to a live person let alone get his voice mails or emails returned. If Incognito is going to be a player, you need to step up to the plate...fix your server and support issues, and be accessible. Whether someone is paying $9 a month for service, or $109 a month...their businesses and websites being up and running are very important and I want to know that these problems will be looked into and fixed before your clients either leave OR before we consider giving you more business. I look forward to your reply.
Posted by Shaw Networks, 03-06-2006, 09:22 PM
A forum where information concerning server downtime (also when our servers are not down) is not the appropriate place to discuss sales/service issues that you are having with Incognito Networks. Please feel free to contact me through private message here or through one of our support options, thanks.
Posted by fluidhost, 03-06-2006, 09:26 PM
hey , 1st of all i'm not happy @ all 2nd When 1st went with Incognito Networks was ok and till one day Servers goin ofline all time ,So askd for free 31 days ,the admin siad Yep Thats ok , But 2 weeks go i add look my bank and $44 went to Incognito Networks ,So no free 31 days there , 3rd online help its been of for 2 days now, asked admin on msn to pay me back the 31days $44 back my bank,and 2 days go $44 went of my bank,I asked for it all back On msn But admin did not post back, and i lost my support password ,so went on to support enter my email for new password But still no password ,been like that for 2days now
Posted by up_guy, 03-06-2006, 09:31 PM
I was only replying to your statement which was in this particular thread/forum. My apologies if it wasn't in the right area. Also I have tried contacting you (if you read my previous posts) but to no avail. I'll wait until your server issues are worked out before trying again since I'm sure you are busy with other things right now. (You also have the ability to PM me through here since I see we are both online). Good luck with getting your stuff up and running to speed. Thanks.
Posted by Yash-JH, 03-06-2006, 11:16 PM
A good host distinguishes itself from a bad host in the way it handles a crisis like this. Given the circumstances, I believe they are doing a very good job. If this was a one-off incident, I'd say you are making a rash decision to leave.
Posted by MALdito, 03-06-2006, 11:58 PM
Now that the transfer is finished, outages are less common. Apache fails sometimes, but that too is about to end (see post). I missed the mass mail, so I was a bit upset too. But considering the task at hand, I think incognito did a great job. I for one, am not jumping the ship just yet. Let's see if incognito can make it up to us loyal customers.
Posted by Alien Helmet, 03-07-2006, 01:35 AM
Seriously, do you really expect any provider, short of Akamai-grade ultra high reliability operators, to cope without disruption in the event their DC shafts them with a rusty steel post? And if you expect this level of service, are you prepared to pay for it? Effectively hedging against a DC pulling the plug isn't going to come cheap.
Posted by up_guy, 03-07-2006, 02:01 AM
Elliott from Incognito DID contact me on PM and I know he's busy with this issue so I told him I wouldn't bug him until later in the week. I apologize if it seemed I "flew off the handle" but I guess like alot of other here I've been burned by hosts/resellers so when problems start occuring I get scared...and yes, I'm willing to pay whatever it takes for reliable service and good support, but to be honest I'm afraid. I can't afford to continue to lose money when clients leave me because their websites keep going down and I can't give them an explanation. Maybe this is common occurance with reseller accounts? I'm not out there saying I'm a super big hosting company and really have my sites with a reseller...I only use reseller services for my own companies as well as some clients I do design work for...I don't advertise hosting at all but I provide it when needed. Anyone can be a hosting company it seems and there are alot of people (or so it seems according to the WHT threads I've spent all night reading) who think they are CEO's or COO's or whatever but they live for their title and their toll-free numbers and their cool websites that they put together by buying a template from someone. I'M SCARED!... I have services that need to be provided and it seem like there isn't any one person or company out there that can make me feel comfortable. I'm happy to pay whatever it takes to know that my websites and emails and ftp accounts are all up and running...and that my host has a sytem in place so that when the email server goes down they get some sort of signal and get it fixed without my clients having to call me and then me having to call the host. I want to go to bed at night knowing I'm being taken care of. Yes that's probably alot to ask but is it hard to really do? THANK YOU to Elliott and his staff for handeling the server move so well. I know it's a big job. I didn't get the email but let's move forward. For all of you PROFESSIONAL website techs/hosts/etc. out there...maybe you can shed some light for us new people/non-techies... 1. What expectations should we have from our host/reseller provider with regards to support? 2. What expectations should we have with regards to uptime? 3. Is it normal for websites/hosts/Apache/Exim/DNS or whatever other services are running to go down at least once a week or a month..or when does this become excessive. If I can get some sense of "normal expectations" then perhaps I can relax a bit and not get trigger happy with my keyboard when something happens. THANK YOU to all who have helped and for the owners/staff of WHT..this is a learning experience and I hope to continue to be able to use these forums to learn and hopefully someday I'll also be able to answer some questions/help out other new users. In that regard..I'm not a tech person but if anyone needs some help with regards to business marketing, advertsing, market research, etc. I'm happy to help at no charge..I can't tell you how to change the reverse node reflex transistor on your DHX subprime server but maybe I can help in some other way. (Note: the technical terms in the last sentence were made up by me and were posted to show my definately limited experience with regards to these types of issues). In closing..sorry if I'm rambling...I just took my pain pills for some back and knee problems and I blame any state secrets I might give out on them. (I know who was the second shooter in the grassy knoll as well). Ooogah! UP Guy
Posted by _[]_, 03-07-2006, 03:10 AM
is the homepage down? http://www.incognitonetworks.com/
Posted by pibby, 03-07-2006, 03:16 AM
Yes, the server was down, as was your main site and my site. I had people in the U.S., UK, and Australia test it when it was down- they all reported the same results. Yes, I read the announcement when it was emailed to me. It is a bit difficult to open a trouble ticket when http://www.incognitonetworks.com is down! I tried sending an email the other day when it was down too, but I never received a reply.
Posted by hangman41, 03-07-2006, 11:50 AM
All of my sites are down too, but no biggie. I came over to incognito a couple months ago and have had little to no problems. I came from gazzin which was good until like September of last year and all started going downhill, and at one time I was with a host that folded shop and just dissappeared (just remember when a web host says you get a free domain for prepaying for a year, make sure they register it in your name). True that I am in a different boat since aI do not run a business per se from my reseller account but I do host 2 sites for non profit organizations, and a site for a friend (for free) that does sell books on military history, but in all cases its for free so they cant really complain. It is also true though that I was in the cpanel and recall seeing no warning or notice, not saying it wasnt there just saying I didnt see it nor do I recall an email (same as above) so I applaud the efforts that they are doing and continue to do. As is always you catch more heat at the top, so if you do a good job, you get more customers, which means more people to piss off, and people are quick to anger and are more than willing to post bad points but are rare to post "Hey I havent had a single downtime in 90 days" or " I woulkd like to publicly announce the great suypport I got from (fill in name here) etc. In close, to incognito et al, dont let the emaotion of the emails prompt you into an emotional response, it will all tide over and things will return to normal in Gotham. PS No I dont work for incognitonetworks.com 80) Lloyd Harnish (HAPPY incognito customer)
Posted by nic2mit, 03-08-2006, 11:39 AM
I am eager to hear from Elliott what causes this downtime.. after all server move is successfuly completed, right? I think backup support web page could be a great help at event like this. When my webpage is not responding.. so is incognitonetworks.com I hope everything get sorted out fast.
Posted by josheli, 03-08-2006, 01:04 PM
inconitonetworks has major issues. inconitonetworks server is definitely down, as it has been for hours and as it has been way too much in the last couple of weeks. what a nightmare for everyone. i signed up about a month ago and it's been very rocky ever since with the server move that they didn't bother telling us about, and the subsequent outages and server loads are way too frequent. putting all accounts on one server is just a bad mistake in my opinion. i've been getting a lot of mysql "too many connections" errors, slow response times, etc. worst of all is the lack of communication. how about sending out an email, or providing a support forum, so we don't have to come here to find out anything. oh, and i would contact incognito support if i could get to it, but since they're down.... Attached Images nodns.gif (96.2 KB, 15 views) not.jpg (38.4 KB, 11 views)
Posted by pibby, 03-08-2006, 01:55 PM
Still down. This is ridiculous. ping incognitonetworks.com ping: cannot resolve incognitonetworks.com: Unknown host
Posted by eL-ankebut, 03-08-2006, 02:54 PM
this guys have the scpanel.net right? it is down too, so control panel software does not work. am I wrong with this? :?
Posted by Shaw Networks, 03-08-2006, 02:56 PM
EV1Servers has disconnected our server due to a DoS attack. They have stated they have put it online, but it is obviously not. We are trying to work with them to get it put back online right.
Posted by diggity626, 03-08-2006, 02:57 PM
I've emailed incognito several times in the past 24 hours trying to get my domain name transfered with no response. Elliot, please PM or email me if you can assist
Posted by HD Web Solutions, 03-08-2006, 04:14 PM
I thought I should put my two cents in here, well it more than two cents. I originally signed up with Incognito last year about this time. I setup a ressellers account so as to move all the websites I have built and will be buiding into one place for easier adminitration. I have to say my over all experience for the last year has been less than satisfactory. When I signed up I did so because of all the great reviews here and there service worked great untill about the end of last summer. At that time I moved a new site on to there severs which was a disaster. I had originally setup the new account so that my client could continue recevieving emails as my client had let the previous hosting expire. After we got the backup of there site from there previous host I then uploaded it, so Incognito could restore it on there servers, and sent them a support ticket which their replied to was they could not find the uploaded file to restore the backup. When I went and looked some how the new account I had setup had been deleted along with about one hundered new emails and of course the backup of the site that I had uploaded. I was able reuploaded the backup but they couldn't even find that I had setup a new acount and of course those email were just gone. Needless to say my client was very upset. But I figured this was just a small hicup and things would get back to normal. Guess again. That was followed by updating one of my clients sites that was already on their severs. Which through out the entire update everday their severs would go down at least once a day and some times twice a day. Do to the frequency of the down time, and to try and emphasize the severity of the problem they had, I started a support ticket that every time there sever was down I posted the time and date. That post grew quite long needless to say. And I was really hoping this would be the last of my troubles but just in case I started looking for a new host. After that project I started a very complex site for a non-profit organiztion that is still in the process do to the great deal I gave them and some delays on getting some content from them but through out I have continued to find that the severs go down several times a week. And now I have new client that I started working on his site last saturday and have had his account deleted and I have had almost no access to the sever to upload the new site as I complete different parts. To top this all off every client I have has let me know how horribly upset they are about the large quantites of money they are losing every hour. My estamite based on traffic reviews of each of my clients and what they have told me about the sale rates indicates that several thousand dollars in lost sales has occurred do to just this one most recent problem. What am I to do, I think Incognito is trying but its so little to late. I have made the decition to bail I have to or risk losing thousand myself in clients that will not have me do any new web design work for them. I must also note that prior to starting web design I worked on Windows an Linux servers and I still do some consulting and I could not imagine letting problems persist for this long. Sorry incognito but you need to do some serious re-evaluating of your setup and get thing more stable and then I maybe I will think about you in the future when my new host falls apart. Also a note on the this email that they sent out to everyone, I didn't receive one either.
Posted by Shaw Networks, 03-08-2006, 04:45 PM
We apologize for the issues that our clients have experienced over the last few hours. Here is a summary of what exactly what happened with our server. 6:45AM We receive a call from EV1Servers saying our server has been taken offline due to an inbound DDoS attack 6:50AM We update the trouble ticket opened with EV1 giving them all the information they requested and stated for them to bring the server back online. We are informed that there is a tech on his way to turn the box back on. 6:50AM to 8:40AM Somehow the tech that was on his way to turn on our server never made it. During this time we made about twenty phone calls to EV1 telling them to get the server back online. EV1 dragged their feet every step of the way, but eventually put the server back online. 8:40AM We find that the server was rebooted in single user mode and only running SSH. We have to make multiple calls back to EV1 to have them correct this so we can get websites back online. Again, this took EV1 forever to process. 9:20AM Websites back online.
Posted by up_guy, 03-08-2006, 06:40 PM
If both ThePLanet and EV1 are shutting down the Incognito servers due to what they call "malicious attacks" then there definately is a problem. I'd be interested to hear from ThePlant and EV1 about their reasons. My continued "wish of luck" to Elliott and Incognito but I think there are some serious issues that still need to be worked out. UPGUY
Posted by diggity626, 03-09-2006, 01:22 PM
Since the migration i've lost 4 days of email, all of my subdomains and email addresses were not set up and this is still not resolved. I've opened tickets for all of these issues and the response is 'please give us your account info and passwords so we can investigate' Shouldn't they have this information? I've emailed sales, admin, support and no response from anyone.
Posted by up_guy, 03-09-2006, 04:12 PM
Don't know what to tell you. They have been up and down yesterday...I haven't checked logs for today yet. They may still be busy getting stuff on the server set up and are behind on support tickets again. It is interesting, however, that Incognito just put up a hosting/reseller ad yesterday on WHT when they don't have their current situation running smoothly yet...especially since EV1 shut down their servers the day after they moved from ThePlanet. Also..Eliott if you read this... on your current offer you still list your servers as being with ThePlanet... don't know if that was a typo or not.