Absolutely Horrible Response Times

[ixie02]

Originally Posted by Mike Bell

My sites still respond dog slow... blah. I've come to accept the fact I need to go back to dedicated hosting if I want good response.

Ditto!

[mdallarosa]

Originally Posted by admin

Well shits about to change I have heard you guys have missed me here on the forums but I have not forgot what got vortech where it is now, support is going to be improved 110% if things work out monday. We also have some new things coming for you as well as well as upgrades and new options even webmail. We like stable products and tested fully even if the one we have has a small issue an untested version can or could always have a worse affect then good so this what vortech was built around and works very well I think. This is off topic for this post I am sure but just want to let you guys know we are make some changes.

Brad, it has been almost 2 months since this post and we are still waiting the "new things coming". Please take some minutes just to tell us if you are still having plans for improvements and when they will be announced. This way you will took off some pressure and help us recover our faith in Vortech. Knowing how you used to manage your company with that "passion" mentioned by Brangwyn in another thread, it is hard to belive you don´t care about old customers searching for new hosting providers. Personally i think that apart from the mail issues, things are working better and techs are doing all their best to solve issues as far as they can. I can still remember hard times when we had monthly disk failures and 8 to 12 hours of recovery in each one. This has been improved. About 20 days ago my dedicated server suffered a disk failure and David did a great job recovering all data in 5 hours. The main problem here seems to be lack of communication and information, specially with mail issues. Last year we had a mysterious problem with mail7 (we had to move all clients off this server) and we never got an explanation about what has happened to the server. Now it has been almost a month with daily mail issues and all we hear is servers are receiving too much spam so queues get high and mail delayed. But got no information about what are you doing to solve this (greylisting? / upgrade servers to manage more traffic? / reduce mailing limits? / add servers? / etc.). Just give us information so we can understand what is going on.

[antic]

We like stable products

So do we. Don't mean to be a troll, but I've had a site going up and down for months due to connection issues between web and mssql server, and now it's down again. Nobody at support can tell me why, after many exchanges over hot support tickets.

Excuse the intrusion, but I just had to vent. Carry on people.

[obj]

I agree with mdallarosa that it is absolutely urgent that we get some information about Vortech. This is being discussed in the public forum and should probably be moved to the private section to avoid unneccessary damage. My experience with support for small fixes has been generally good. However, the performance issues of late need to be addressed.

[Brangwyn]

NT47 is a complete dog at the moment too .. I've lost about 4 customers who were unfortunate enough to be on that server in the last few weeks.

[mdallarosa]

Originally Posted by Brangwyn

NT47 is a complete dog at the moment too .. I've lost about 4 customers who were unfortunate enough to be on that server in the last few weeks.

Sorry to hear this. It is really bad. It seems we are playing the russian roulette when a server is assigned to an account.

[jmbeach]

Originally Posted by Brangwyn

NT47 is a complete dog at the moment too .. I've lost about 4 customers who were unfortunate enough to be on that server in the last few weeks.

Yeah, I've seen the writing on the wall with all servers NT45 and up that my customers have been stuck on. I've been on 45, 49, 51... all seemed to suffer from the same issue... slow load times, even when they were finally able to connect. Now I only have one more site to move, but all the others have been moved. I never got a good response as to why that was. I can only guess that they all fed off the same crappy switch or something, or that they all lived in a rack that had some bad juju.

[SRW]

Originally Posted by jmbeach

Yeah, I've seen the writing on the wall with all servers NT45 and up that my customers have been stuck on. I've been on 45, 49, 51... all seemed to suffer from the same issue... slow load times, even when they were finally able to connect. Now I only have one more site to move, but all the others have been moved. I never got a good response as to why that was. I can only guess that they all fed off the same crappy switch or something, or that they all lived in a rack that had some bad juju.

You can add NT48 to that list of crappy servers......
My site status monitoring program basically mailbombs me since pages regularly takes 20-40 seconds to load on NT48....
SRW

[antic]

Well I've just had an important client's site moved to a new server. Unfortunately it's been botched and the domain has been displaying the HSphere default login screen now for several hours. So, not only was my client complaining about an unreliable service, they're now furious that the site has disappeared completely. Thanks Vortech.

[ED] The problem was that, after the move, they left the HSphere "login.html" and "index.html" files in the root folder, so... yeah, the site was displaying the good old HSphere hello for hours before the client noticed and called me. All Vortech had to do is ensure the folders were identical. That's all.. not very hard to achieve. Or at least noticed the site wasn't behaving the same as the original and let me know so I can investigate. Obviously that's not in the procedures manual.

But at the very least, a simple email to me, to say the move is done and please check it (and let me know what the new server is, which I had to find out myself) should be part of the overall process. Apparently not.
</vent>

[ED2] I added a ticket to the job, outlining the above - that I found the problem and fixed it, and explained that they should check their work and contact the client after the move is done. Know what the ticket response was? "The site is coming up fine for me." As if my concerns were unread or completely ignored. Not even a "sorry about the oversight". Way to make a client feel noticed, well done.

[joaquimponte]

i'm also experiencing horrible response times on unix 8 and unix28. I've got 2 clients asking me why sometimes their sites are so slow. I hope that vortech is aware of those problems...

[dvanburen]

Originally Posted by antic

Well I've just had an important client's site moved to a new server. Unfortunately it's been botched and the domain has been displaying the HSphere default login screen now for several hours. So, not only was my client complaining about an unreliable service, they're now furious that the site has disappeared completely. Thanks Vortech.

[ED] The problem was that, after the move, they left the HSphere "login.html" and "index.html" files in the root folder, so... yeah, the site was displaying the good old HSphere hello for hours before the client noticed and called me. All Vortech had to do is ensure the folders were identical. That's all.. not very hard to achieve. Or at least noticed the site wasn't behaving the same as the original and let me know so I can investigate. Obviously that's not in the procedures manual.

But at the very least, a simple email to me, to say the move is done and please check it (and let me know what the new server is, which I had to find out myself) should be part of the overall process. Apparently not.
</vent>

[ED2] I added a ticket to the job, outlining the above - that I found the problem and fixed it, and explained that they should check their work and contact the client after the move is done. Know what the ticket response was? "The site is coming up fine for me." As if my concerns were unread or completely ignored. Not even a "sorry about the oversight". Way to make a client feel noticed, well done.

Moves are completely automated once started. We do not even get a notification when they are complete. As for the default pages, when a domain is moved it is first recreated on the target server then the content is moved. Hsphere isn't smart enough to remove the default content so it just drops your content over the default. The only time this is an issue is if you do not have your default index file set properly, then it will load the index.html before any other index file. You can set your index file in the web options for the domain.

[antic]

Thanks for the post-mortem. But if this had been explained at the beginning, there wouldn't have been a problem, would there? That's the difference between a service and "service".

Originally Posted by dvanburen

Moves are completely automated once started. We do not even get a notification when they are complete. As for the default pages, when a domain is moved it is first recreated on the target server then the content is moved. Hsphere isn't smart enough to remove the default content so it just drops your content over the default. The only time this is an issue is if you do not have your default index file set properly, then it will load the index.html before any other index file. You can set your index file in the web options for the domain.

[joaquimponte]

Originally Posted by joaquimponte

i'm also experiencing horrible response times on unix 8 and unix28. I've got 2 clients asking me why sometimes their sites are so slow. I hope that vortech is aware of those problems...

I've made some tests and it seems that the problem isn't really unix8 or unix28 but connections to mysql (in my case mysql8 and mysql10).

I'm got to try to use others mysql servers to see if the problem remains or not (if yes, it seems that i will need to optimize my queries...)

Joaquim.

[Brangwyn]

I concur, I've just moved a website from one server to another, no difference, moved the database off mySQL8 and bingo the site is back to normal. someone needs to take a close look at these mySQL servers, heck with this many in production you'd think an Enterprise MySQL Subscription wouldn't be too much of a stretch so they could use the great analyzer, alerting and monitoring tool the MySQL has.

[atlantic2]

Nice to see others having issues with MySQL connections. I submitted a ticket today along with some logs and the response I received was.
Hello,

It's loading fine for us.

Best Regards,

I then give additional details
Ticket Closed again.

I'll just tell my customers that.
Outstanding support. Keep up the good work!!!