Thanks for sharing the update. (nice to see that we have to get answers from other paying customers and not the service providers themselves.)Quote:
Originally Posted by abesselink
Printable View
Thanks for sharing the update. (nice to see that we have to get answers from other paying customers and not the service providers themselves.)Quote:
Originally Posted by abesselink
After two weeks of problems with my previous hosting company I joined myhosting today. Like most of you I can't get my email. This is not a good sign. :?
It must have been my lucky day - I talked to a human within a couple of minutes.
Having said that, it still doesn't seem like reasonable customer service to leave everyone hanging. I certainly couldn't get away with it in my business!!
They probably flagged me as "must avoid" since I've been pinging them with angry messages all day. (Nothing nasty, just relaying the adverse affects this is having on my two companies) I've had to leave voice mails, send a "call me" request, got timed out of the Live Chat before a rep would come on 6 times and sent several notes to customer service. What a productive day at the office! *sarcasm*Quote:
Originally Posted by abesselink
I use this email address for business. There should be an update on the myhosting.com site and not just here. If I am paying for this service, then when it's not working it should be prorated. I don't get paid when I am not working, so why should I pay for service I am not receiving?
I am still having email issues. its day 2. I got some mail late yesterday and now nothing.
Early yesterday morning we had a hard disk failure on our mail storage array which caused all of the email problems that you all experienced yesterday. The failure required a rebuild of the server which is why it took so long to resolve the issue. This affected all of our POP3 and IMAP users so you can imagine that we were swamped with support requests via phone, email, and chat. Getting a hold of us yesterday would have been difficult because of the volume of requests. To put this in perspective we received nearly a weeks worth of requests yesterday. I don't want to make excuses but I do want you to know that we were not avoiding anyone it just took us longer to reply. I've checked the support queues this morning and all of the requests from yesterday appear to have been answered. Getting in contact with us today will be much easier.
A couple of you have mentioned that it would be nice to have a place on our site where you could check the status of any problems. This page does exist but it appears that it's not widely known about. After yesterdays problems it would seem that the status blog page needs to be easier to find. We've discussed this previously and yesterday just put a greater emphasis on the need to set that up sooner rather than later. For anyone interested in the status blog site it is located at http://statusblog.myhosting.com. We posted to the blog, setup an alert within everyone's control panel (https://support.myhosting.com), and placed a message on the phone system so that anyone calling in was alerted to the issue. We really were trying to get the message out there but it seems that our efforts were not completely effective and I will look into what we can do to improve.
I also realize that all of you have noticed issues with your mail over the past several weeks. We are investigating those issues and I want to make it clear that yesterday's issue is unrelated. When you've noticed issues previously its been related to extremely high volumes of email in the mail system. Yesterday was completely related to a hardware failure. I do understand that no matter what the reason is that to you it was yet another day with email problems. I want to assure you that the hardware matter has been resolved and we are looking into solutions to deal with the days where the servers are flooded with mail. We hope to have that resolved very shortly as we do recognize that this matter is causing you all a lot of problems. I apologize for the problems we've had as of late and I want to stress that this is not an empty apology. I will be riding those responsible for results to make sure that the mail issues are resolved quickly. I agree with all of you that email is extremely important and needs to be reliable. I assure you that we are working diligently on this and I hope you will give us the chance to gain back your trust.
Regards,
Daryl Brown
Key Accounts Manager
http://myhosting.com
http://mail2web.com
http://softcom.biz
Thanks for the update Daryl. ;O) and thank you for the status update. it was well hidden.
Daryl,
On Wednesday (February 18th), email went down. Specifically, when I tried to check my email, it just asked for my password repeatedly. When I emailed supported, "Chris H" said that the problem was with my email client.
I tried to explain to him that Outlook was working properly, and I offered to send him a server log to prove it. "Chris H", however, said that there were no problems at MyHosting, and asked me to reinstall Outlook.
Email came back up the next day, but Outlook downloaded everything that was on the server (800 messages). This is usually an indication of a server failure; however, "Chris H" said there was something wrong with my settings.
So, my question, is: why are your support people uneducated when it comes to technical matters? And when the servers are down, why aren't your support staff kept in the loop?
Shane Goodman
Goodman Enterprises
Hi Shane,
The issue that affected our mail servers started early Thursday morning for us but because you're in a different time zone it would have still been late Wednesday evening for you. At the time you reported the issue Customer Support had not been informed of any problems so they would have been trying to troubleshoot with other possible solutions. The information that the mail server had a hardware failure came to us shortly after you contacted us. If we had known about the troubles with the mail server then we would have informed you about it. Our support staff is usually in the loop whenever there is a problem but there is always a gap between the server administrators identifying what the problem is and then reporting it to everybody else. It would seem that your support request came in between that gap. I apologize for any inconvenience or stress this may have caused.
Regards,
Daryl Brown
Key Accounts Manager
http://myhosting.com
http://mail2web.com
http://softcom.biz