Network issues

[Craig_Smith]

Originally Posted by DVHost

Whether things appeared up or not depends on where you were connecting from. I have a client in Miami that couldn't do email (prolly mail2) but could do FTP and reach her site, however, her colleagues in Argentina could not reach anything related to her.
However, I could FTP and reach her website but not send email from Kentucky.

Yep, that is the most accurate description of what I could see as well.

[ekrubonline]

WHat about a nice simple second solution. Another phone recording saying that there was a network outage. You know, similar to what you would have send via email.

I couldn't get the forum, or the email to work. But then maybe I'm from the Caribbean...

I'll be silent again now

[CharlesClarkson]

Originally Posted by Craig_Smith

Because when 26,000 people call to ask the same question, we can't answer all of the calls. I'm very sorry your upset. We were too. In 6 years this has happened only a few times. Were not happy about it either.

Actually, if 26,000 people are all calling to ask the same question then Ekrubonline is right. A message specifically answering that single question would answer 26,000 questions without the need for additional staff. In fact, it may have freed up staff.

[soky]

Originally Posted by Dean

The router had to be reset several times. The resulting route dampening may have caused your provider to temporarily remove the route to our network.

That's what I was thinking too.

I could not reach anything at all and even when I got through a couple of times on the forum, it was glitchy. (IP same as this post, Louisville Kentucky) I figured rebooting the router would cause some delays.

This is one reason I don't offer money back for network outages outside my control.

Thanks again guys... I'll be getting that forum up by Monday. Vortech, let me know what you think by PM.

[tmanners]

Good grief people! As a network admin and having worked tech support at a large college, I understand that things go down. When these fires happen you would rather have the bulk of your resources fixing the problem, NOT manning phones. I have been with Vortech for 3.5 years now and these guys are always quick to fix things. Give them a freakin break!

How hard is it to tell you clients "We are aware of the problem and our techs are working hard to correct it. We will contact you as soon as the problem is fixed."? That works with my people.

Go Vortech! You guys are great. Craig, good job!

[Craig_Smith]

Thanks I'll keep that in mind when we get a new phone solution. Our phone system will not do that.

[Craig_Smith]

thanks tmanners. And on that note, I'm out. Nothing really more for me to add here.

[joshnolan22]

http://www.internettrafficreport.com/ - see how well the internet is working... or not working...

[electricfox]

Originally Posted by generic

just tell them as I do, I have bullet proof hosting, but it runs well over $100 a month. Would you like me to sign u up?

What, you mean the bullet-proof dedicated servers at VT? We pay them well over $100 per month, and a fat lot of good that did us. I know it's not necissarily their fault, but man, shouldn't the deds be on another network?

And in regards to the "some people could see it, really" attempts to get out of the SLA, no one in CA that called me, nor I in Boston to access any of the network services at VT from 11am to 2pm. Around 1pm I could access the vortech site, but it only loaded halfway. Maybe your router assigns priority to your local IPs? Cause it was clearly down on this end.

[Craig_Smith]

Deds on another network Bryan? You want me to give you a dedicated server and put it on another network for $89.00 a month? Needless to say we wouldnt have stayed in business for 6 years following your business model.

[thdrought]

Yes, they are quick at fixing things here. But, I agree with some of the others, and we shared it in another forum post when we could get in. I was one of the "few" that couldn't get into anything. No email, no forums, no webs, no CP.

I have also been a NetAdmin for over 15 years and now run a company that manages small-midsized business networks. By background had Amex World HQ, Chase World HQ, Kaiser Permanente and SAIC. The one thing I've learned from these situations that I can pass on to everyone is "Don't put all your eggs in one basket." I.e. get an external source for posting info on network outages, and have your PR person or management, or the lonely tech post ASAP. Put in a phone system that can handle pushing out a message that says your down and working on it. Train the staff to keep ppl updated. And, always remember, without your customers...your nothing!

[PENorwood]

For what it's worth, I have been with Vortech approaching four years now and this is maybe the third or fourth time this has happened. 99% of my customers never notice these issues and the ones that do are my main complainers anyway.
I am pleased with Vortech and will not switch to another provider because out of all the HSphere providers I have seen, they still have the best network.

[electricfox]

I don't go with you because you're cheap, I go with you because you've been reliable for the past 5 years. (now no one take that out of context)

But I guess every youngster outgrows his britches one day. At the rate we're going, likebetter.com lost about 2 million hits during the downtime. Craig, it sounds like you're saying we have to spend more to expect better reliability.

Granted, I'm no network admin, but it seems to me that plopping down some dough for a second router for just the dedicateds wouldn't threaten the biz model much. In fact, I'm looking right now at paying $250 a month for two kick-ass servers at softlayer.com and that's not a whole lot less than what we're paying here. This experience has made me me feel like I need to start swimming in the adult pool. If you offered the same thing I'd consider it. Just a thought.

[sutton1]

I've been with Vortech for about 5 years and they always come through.
All of my customers depend on me for IT support as well as web hosting.
My customers know that nothing is 100% and parts of the internet may have issues form time to time. Even still I did get a lot of call, but I always tell them I'm on it because I know Vortech is on it.

[cfrankland]

Thanks for the quick action guys!

It sounds like it was pretty hectic and you took calm and logical steps to track down the issue and isolate it in order to get the network responsive again.

I'm not going to spend time whining, but I would appreciate:

• Please institute a policy that when the entire network is affected, a secondary engineer must update the "network status" recording in your telephone system periodically. I never even hit the "support" number during this outage, know you would not be answering, however I checked your recording five separate times.
• Please don't make statements on the forum that might come across as condescending, no matter how frustrated you get. Some of us know what we're doing, and are spending A LOT of money with you. I can personally tell you that I was not able to send email, access your support site, or access the forums for over one hour.
• Please update the "network status" recording ASAP nagios1.hsphere.cc is not correct.