Is eleven2 really this bad, let's discuss

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Posted by maven99, 10-21-2013, 02:36 PM
Ok so this is my first experience with reseller hosting, but geez, this is flat out ridiculous in my opinion. Some background, I have only been using them for 2 months, I previously used hostgator. Now I never really had an issue with hostgator after many years with them. I was usually able to get a prompt response to a ticket, or phone call. Issues with Eleven2 1. Last month all of a sudden I couldn't add or update plugins in wordpress. Went back and fourth with their ticket support and got no where. I literal had to call and complain for someone to really look into the issue. Turned out they were playing with the PHP settings on the server and that caused this issue. I understand issues happen, but I shouldn't have to push so hard for them to be fixed. 2. Last Friday all my sites go down, log into WHM and see the server load is in the 20's. Send a ticket in, try live support, also call, took them over an hour just to respond and resolve. Then 30 minutes later the same thing happened, and had to wait for them to respond all over again. I was not too upset, they said someone on the server had to be suspended, thats fine I under stand that. Then this morning same thing happened again, but worse when I was on the phone with a client. Disaster! As of right now I have been on hold for 54 minutes trying to reach them, see screen shot. This is pretty sad by all measures. Can anyone recommend a reseller host that is actually reliable? Attached Thumbnails
Posted by maven99, 10-21-2013, 02:40 PM
I finally hung up the phone after over an hour on hold, doubt there is anyone there taking calls. After my experience they need to change their logo to Hosting, Done Wrong!, because thats how they make their customers feel.
Posted by ServerSam, 10-21-2013, 02:41 PM
Sorry to hear you're not happy with eleven2. It looks like to me that the shared server is overloaded which is why its constantly going down. You can always ask your host to move your accounts to another stable server however. The best thing is to speak to them and tell them your concerns and see what they say. If things go badly after that, you might want to move somewhere else.
Posted by Nick H, 10-21-2013, 02:42 PM
Hello, Do you happen to have a Ticket ID that I can take a look at?
Posted by maven99, 10-21-2013, 02:44 PM
Thanks, yea I am pretty level headed with things like this happen, I wasn't upset with the first issue, or even last friday, but today was completely unacceptable. I would gladly speak with them but waiting on hold for over an hour with no ideal how much longer I would have to wait, you really can't speak to them unfortunately.
Posted by maven99, 10-21-2013, 02:54 PM
If you want: Server Load Issue Ticket #357223 DNS Issue Ticket #432246 PHP Issue Ticket #266745 Where I am told that I caused the issue above Ticket #875391 And here is where I canceled a 2nd reseller account with you because of issues Ticket #884377 I have been pretty cordial in my tickets. I did not open one today but can send the chat log.
Posted by dlvz, 10-21-2013, 02:55 PM
This would be the problem with reseller hosts; you're at the mercy of the provider to fix issues that are caused by other users. Load averages in the 15s-20s are common when it comes to shared hosts. This includes Eleven2 and any other reseller provider for that matter. I would invest in a VPS with cPanel/WHM. You'll not only have your own instance of WHM for you to enjoy but you'll also have the ability to fix your own issues on the fly. Good luck!
Posted by Nick H, 10-21-2013, 02:59 PM
I do see 3 tickets you posted in the last 5 days where we were having some load issues. I am going to reach out to you with some solutions through a customer service ticket. I will follow-up with you there, as WHT is not our support resource. Please note in the future, if you are ever having problems, it is best to request a supervisor or request your issue be escalated to a higher level technician. We have a great escalations team internally that can help you.
Posted by SkyNetHosting, 10-21-2013, 09:18 PM
I think 15-20% servers loads are definitely not industry average. It might peak out rarely in particular abuse issues etc but its 15-20 definitely not average.
Posted by SkyNetHosting, 10-21-2013, 09:22 PM
Since Nick has responded here I would recommend try to sort out the problems with him. Also you might want to PM him and get his direct email so you can work out your problems with him
Posted by maven99, 10-21-2013, 09:43 PM
Yea I agree, 15% on not a standard since my websites were not even functioning. I think 1 - 3 is more like it. Yes, Nick did reach out to me, which I was not expecting. A pleasant surprise. He is getting me moved to a newer, better server. That is in process now. I will update this thread when it is complete.
Posted by SkyNetHosting, 10-21-2013, 10:01 PM
way to go! good to hear that everything worked out well.
Posted by DLee, 10-21-2013, 11:53 PM
Glad to hear your issues were resolved. Can I ask what their SLA response time is for your plan? An hour on hold is lengthy if they say they have 24/7 phone support. But an hour for a ticket in a queue doesn't necessarily mean they were in the wrong. The SLA will set the proper expectation. I have always liked seeing posts like this sniped by a tech from the host in question and handled properly. Bravo. Dan
Posted by exerson, 10-22-2013, 01:14 AM
The answer is yes. They are that bad. My sites have been down for 5 hours today. And are still down
Posted by maven99, 10-22-2013, 10:22 AM
Well no they are not resolved at all. They moved me to a new server and it has been a even GREATER DISASTER. Now most of my websites are completely broken. Tried to get support 8 hours ago, and it was typical lousy short answers without even trying to look into the new problems they created. I think the only way to have someone competent there help you is if you are talking to Nick or a supervisor. Now another 8 hours with my sites completely jacked up. I don't know how much more I can take.
Posted by Nick H, 10-22-2013, 12:15 PM
Hi there, I just replied to your ticket but also wanted to address here. The migration was done during the overnight hours. It appears that the server you were on and the server you were moved to had different PHP configs, namely a different PHP memory limit. Our techs should have checked a few of your websites to ensure they were working correctly and that is something I will address with them separately. I do see now that the memory issue is resolved using a custom php.ini file for your website, and that our techs are looking into your email issues. We greatly appreciate your patience. Once all the migration issues are settled, I think you'll have a much more pleasant experience.
Posted by JixHost, 10-22-2013, 02:10 PM
Server loads in the 20s, that's certainly overloaded. The cause could be too many accounts put on 1 server or it not being managed correctly, thus allowing a single or a few accounts to use all the available resources or the server to the detriment of others.
Posted by maven99, 10-22-2013, 03:45 PM
I will say this, Nick does mean well and is trying, but unfortunately the support staff at eleven2.com currently is sloppy at best. I would think given this thread and Nick's effort that they would at least be a little more sensitive to this migration and make sure it is done properly and completely, but I am the one having to discover these issues after it is too late. I have spent about 4 hours of my day writing silly responses to support tickets because their support is just to lazy to fix any of their errors. I literally have 7 support tickets open right now, this is after the migration. Things they messed up: - Didn't migrate my security certificate - MAJOR ERROR - PHP settings are so restrictive that I can't log into wordpress - RESOLVED after hours of downtime and too numerous to count ticket replies with incompetent support staff - PHP Upload limit - NOT RESOLVED - currently battling it out with another of their support people who is currently pointing the finger at me, typical support response to ask you to do all this unnecessary leg work before they will do their job Nick thumbs up to you i see you are trying, eleven2 support thumbs down to you because you are completely worthless. I don't have much hope that this will get any better. I did have some hope with Nick got involved, but that ran out several tickets ago.
Posted by maven99, 10-22-2013, 05:29 PM
Here is an example of how frustrating their tech support is: Me 10/22/2013 12:42 Please see prior tickets, server recently migrated Prior I have a 64 meg upload limit, i believe this is controlled by you. Now I have a 2 meg limit, This does not work for me. How can this be changed? Jim M. 10/22/2013 13:46 I have now increased upload_max_filesize vale to 100M, you can verify it from here: ... Please check now and let us know if you need further assistance. Me 10/22/2013 13:47 Jim how do I do this for all my accounts on my reseller hosting? Is it something I can do? And for some reason wordpress is reporting that it is an 8MB limit now, not 100. Also i cpanel it shows 2MB Jim M. 10/22/2013 14:44 Could you please let me know your wordpress admin login details so that we can check this further. Me 10/22/2013 14:48 If cpanel shows 2MB limit, what do you need a wordpress login for? Regardless here is a login for ... Jim M. 10/22/2013 16:19 In WordPress, Maximum upload file size will not change even when changed in the php.ini file. Here are the steps to change the Maximum upload file size within WP admin: 1. At the top, hover over My Sites and then click Network Admin. 2. At the left, hover over Settings and then click Network Settings. 3. Scroll to the bottom of the page and change the Max upload file size to whatever you would like in KB. 4. Click Save Changes. Me 10/22/2013 16:23 Jim, I believe you are COMPLETELY incorrect here. That is for wordpress multisite. This is not an multisite install. Let me reiterate, this if you log into my cpanel you will see that the php is limited to 2MB and only you can fix that. I just want some SUPPORT not endless ticket responses back and fourth. Last edited by maven99; 10-22-2013 at 05:35 PM.
Posted by HostUS - Alexander, 10-22-2013, 05:32 PM
Not always, could be a 32 core/64 thread server etc.
Posted by ~Lee~, 10-22-2013, 06:20 PM
I have to hold my hands up here. I needed a quick fix for a couple of sites in the UK, despite my concerns and previous comments about the way Eleven2 has been handling some things here I took a basic reseller package in the UK. Well, it's great to be fair, not had any issues with support, server load is usually about 2-3 sometimes 5-6 but lists 24 cpu's in panel, ram usage rarely above 25% and so on. So yeah, I will eat and my own words for once
Posted by Nick H, 10-22-2013, 06:22 PM
Glad to hear that everything has been working good for you If you ever run into any concerns, we are always hear to help!
Posted by ~Lee~, 10-22-2013, 06:24 PM
The only thing now that you have prompted me Not had a chance to have a good look as I do my own backups, but R1Soft, there is no MySql module? Just the home directory being backed up?
Posted by SkyNetHosting, 10-22-2013, 09:06 PM
This type of servers can perform well even at high loads but still unlikely to perform well at 20% CPU.
Posted by CrocWeb, 10-22-2013, 09:19 PM
R1Soft MySQL backups can only be restored from their end, it won't be visible in your cPanel assuming they do have them.