Interland: 18 hours of downtime and counting

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Posted by BMM, 08-01-2004, 05:03 AM
Anybody have a dedicated server in the Interland Miami data center? For last 4 hours the servers have been down. How long does it usually take for these guys to get back up and running?
Posted by Imago, 08-01-2004, 06:00 AM
I was with them in Atlanta, and it took them 4-6 hours to get the server up and running.
Posted by wscreate, 08-01-2004, 09:58 AM
I have a ded server with Interland (Was with Dialtone Interland before they sold out to Interland). My servers are in a Miami datacenter. From my location, I cannot reach anything based In Miami (My servers, the old www.Dialtone.com site, their support portal ( www.mymanagedhosting.com ). Any other unfortunate souls here, having the same problem with Interland/Miami datacenter? They will not answer any phone calls which is a reallllllly bad sign.
Posted by UH-Matt, 08-01-2004, 10:07 AM
I can reach dialtone.com but not mymanagedhosting.com
Posted by wscreate, 08-01-2004, 10:11 AM
Thanks. I was just able to get through to them via telephone. THey said they had a massive power failure in their Miami datacenter, and everything is slowly coming back online (problem started 8 hours ago). I guess their backup systems did not work. Last edited by wscreate; 08-01-2004 at 10:16 AM.
Posted by BMM, 08-01-2004, 11:44 AM
Ok now I have heard that there was a power failure. It was my understanding that the data center had a redundant power backup. I wonder why this didn't work. Does anyone have a copy of the uptime guarantee? As of right now my server has been offline for 10+ hours.
Posted by wscreate, 08-01-2004, 12:58 PM
10 hours of downtime Wow. 10 hours of downtime now and counting. Believe it or not, I am not angry at Interland. I have come to realize that they are a bunch of amateurs. I am disappointed in myself that I did not move these servers before now. I have been planning to do it, and have actually begun the migration to a new datacenter. I just haven't finished yet. Oh well. At least I have up-to-date and complete backups. I hope we don't lose too many customers because of this.
Posted by TBergman, 08-01-2004, 01:04 PM
I am able to reach the portal however am not able to access www.DialTone.com. The location I am accessing from is Rogers Cable as well as an ADSL line from BellNexxia. Regards, TAB
Posted by wscreate, 08-01-2004, 01:19 PM
Thanks. Well, at least the portal is up. That means there are signs of life down there!
Posted by BMM, 08-01-2004, 03:16 PM
As far as I can tell the Miami data center went offline around 1:30 AM Eastern. This means that as of this post the entire data center has been offline for 14 hours!!! It seems to me that a large hosting provider like Interland would build in redundancies for things like this. Interland support told me that the UPS and generators for the servers did kick in but the problem is with the pipe/hardware leading into the data center. Therefore the servers are not connected to the Internet. Does anyone have any more up to date info.
Posted by mainarea, 08-01-2004, 03:23 PM
I can't believe that they'd be down for so long... -Matt
Posted by jheslop1, 08-01-2004, 03:36 PM
Other way for me, I can reach mymanagedhosting.com but not dialtone.com
Posted by sprintserve, 08-01-2004, 04:29 PM
Guess they figured as long as their datacenter is up, they will be up. But apparently they never provision for a failure when it's not just limited to their data center.
Posted by wscreate, 08-01-2004, 06:47 PM
17 hours of downtime Well, they closed both of my tickets about an hour ago and told me that the servers were up and running. The only problem with that is, they were not! I had to call them (at least they are answering their phones, even though I only get to talk to a talking head) and tell them they made an error. I had to plead with the guy on the phone to re-open my tickets. Aaarrgh! This is killing some of my customers whom do a lot of business off of their web sites. It is agonizing to me, not to be able to provide my customers with a better answer except that the server will be up sometime today! I try to be understanding and rational about downtime incidents, but this is just completely unacceptable. And, it is not without precedent. I have had great difficulty many times with Interland with regards to server reboots. An average reboot time usually takes about 3-5 hours. Like I said earlier, I blame myself. I was aware that Interland runs their company like a fast food restaurant. "Have it your way" my a.s.s.
Posted by jheslop1, 08-01-2004, 06:53 PM
What's wrong with fast food? It's fine where I am.
Posted by wscreate, 08-01-2004, 07:24 PM
Perception, I guess. Where I live, you expect the service to be terrible and your order to get screwed up. Maybe I should use a different similie?
Posted by wscreate, 08-01-2004, 07:27 PM
WebHostingTalk Forums > Advertising Forums > Industry Announcements > Providers and Network Outages and Updates > Just noticed this thread was moved without notice to the above. I began this thread in the "Dedicated Servers" forum, which is where it belongs. Why bury outage notices and rants in such an obscure forum (Advertising/Industry Announcements) which so few people will see??? I am perplexed.
Posted by wscreate, 08-01-2004, 07:32 PM
They apparently had a power outage at around 1:30 am EST last night. It is 7 pm EST now. My two servers are still down. This is atrocious. My tickets have yet to be answered, except that they said they fixed the problem, which they didn't. I have a list of client support requests and they are livid and angry, just as I expect them to be. Interland has offered little in the way of support except to say they are working on the problem, which I am skeptical of. After 18 hours of downtime, I expect that my company will lose some clients. This has been an atrocious display of customer service by Interland. I can understand that problems happen, but 18 hours of downtime?
Posted by BMM, 08-01-2004, 07:33 PM
wscreate, I totally agree with you. I have had a lot of trouble with Interland in the past. In fact I closed my account and moved on a couple of times. The problem is that Interland keeps buying out the competition and I keep moving away only to have them buy out another provider. When they bought out Dialtone I was going to move again until a letter to the CEO convinced them to keep their dedicated server support model in place. I am losing a lot of money. I just sent out a big e-mail to all of our customers yesterday. Now when they open the e-mail and click on the e-mail they get an error. This is not good at all. I had a good 6 months with Interland and now this. Just when I was getting comfortable. I have sent an e-mail to the CEO, Joel Kocher jkocher@interland.com. You may want to do the same. This might improve things for us down the road but I don't think it will get things moving any faster right now.
Posted by wscreate, 08-01-2004, 07:38 PM
Yeah, BMM, I remember that letter and the promises they made that things would not change. They kept the web site and the support portal, but I had a feeling that the old Dialtone staff (which were excellent in my opinion) was slowly phased out. And then, when they consolidated the Dialtone servers into their Miami NOC, I knew the honeymoon was over. Big promises, and yet, look where you and I and hundreds of other customers are..... left holding the bag.
Posted by BMM, 08-01-2004, 07:58 PM
Yep, I totally agree. I was VERY HAPPY with the old Dialtone. They had excellent support. I was with them for about a year before they were bought out. It is such a shame that Interland keeps destroying perfectly good hosting companies.
Posted by armadillo, 08-01-2004, 07:59 PM
Maybe it's time to pack it in? If you have your stuff backed up I would move on.
Posted by wscreate, 08-01-2004, 08:14 PM
We do have complete backups. It would be nice to move 800 web sites at our lesiure, rather than while all sites are down. However, I am seriously beginning to wonder if we will ever see these servers online again......
Posted by wscreate, 08-01-2004, 08:34 PM
Both servers are still down! We cannot ping any IP on either server. However, this is what technical support at Interland says.... -------------------------- 8/1/2004 5:45:35 PM: Thank you for contacting Technical Support regarding the site being down. The issue has been resolved, and your sites should now be accessible. If you have any questions, please contact Technical Support. Thank you for contacting Technical Support. We apologize for any inconvenience this may have caused, and we appreciate your business.
Posted by nanoware, 08-01-2004, 08:39 PM
well are they still down?
Posted by wscreate, 08-01-2004, 08:43 PM
Yes, they are still down, 19 hours so far and counting. Last edited by wscreate; 08-01-2004 at 08:50 PM.
Posted by sailor, 08-01-2004, 08:43 PM
I thought they had full backup power systems at that facility. isnt that the old dialtone?
Posted by wscreate, 08-01-2004, 08:47 PM
Just got off the phone with a supervisor at Interland. On an earlier call, about 4 hours ago, tech support told me that they had gotten about half of their servers back online in Miami and would get to mine soon. Just now, this supervisor contradicted that other tech and said that none of the servers in that Datacenter are up. WTF is going on with these people?
Posted by wscreate, 08-01-2004, 08:49 PM
Yes, it is the old Dialtone. I will tell you one thing, the old Dialtone would never have handled this situation so poorly. Dialtone rocked as far as I am concerned. Their support was top notch. I have been told that they have redundant power backups. However, that was apparently not the case, or, they had a lot of misfortunate, coincidental failures all at one time.
Posted by qps, 08-01-2004, 10:14 PM
Probably more likely that if they did have backup power that they didn't test it often enough, so when they went to use it, it wasn't functioning properly. I've seen that happen with providers in the past.
Posted by wscreate, 08-01-2004, 10:22 PM
Going on 20 hours of downtime now. I seriously doubt they are going to get my servers back online any time soon. Interland is the worst ded host I have ever been with, with the possible exception of the old Communitech.net which Interland bought out.
Posted by BMM, 08-01-2004, 10:33 PM
wscreate, if you are thinking of migrating to another dedicated hosting provider where will you go? Interland has bought all the good ones.
Posted by wscreate, 08-01-2004, 11:06 PM
I have several ded servers at 3 different providers. I have found that, while none of them are perfect, EV1 is the most dependable. I have already began restoring backups to two of my current servers at EV1. I am also updating dns for about half of the domains located at our Interland web servers. The other half, the customers will need to update their own dns. At this point, I do not care if Interland gets my servers back online. We are out of there.
Posted by SniperDevil, 08-02-2004, 12:21 AM
It's unfortunate to hear of your experience with Interland, and to say the least, I'm rather shocked a host such as them would simply go down for 18 hours. Don't they maintain some sort of guaranteed uptime? Quote them on that, submit a ticket, and request compensation. That's what I'd do.
Posted by hiryuu, 08-02-2004, 12:59 AM
This is actually the first time I've seen Interland improve existing support. Most of the stories are like Dialtone. It's time to cut and run. By a dozen hours in, you deserve much more information than you have received. I agree with you that it's unlikely they'll resolve this any time soon.
Posted by Curious Too, 08-02-2004, 02:00 AM
I have one server at Interland that was formerly a Dialtone server. The server was down from 1:47 a.m. to 4:07 a.m. Sunday morning. Since then it has been up without any problems, so some servers are up and running. The servers IP address is in the 64.239.99 range.
Posted by sprintserve, 08-02-2004, 02:56 AM
Thread merged and moved.
Posted by wscreate, 08-02-2004, 06:52 AM
29 hours of downtime. Thank you so much, Interland. I will never forget this wonderful experience. Nor will the 800 customers on my servers in your Miami datacenter. I have already restored sites from back up to a different noc. Changed dns where I could. Sent out a notice to customers affected. Etc. I hope this issue hurts Interland financially, as it will hurt my company.
Posted by wscreate, 08-02-2004, 12:26 PM
Interland: Where are my servers? Been down for what, 35 hours now? Beware, consumers. Interland will put you out of business.