Regular Downtime on Cloud Hosting?

[rebeccaruth]

We have been on Cloud Hosting since May 2010 and our monitoring service reports that our site goes down for several minutes almost every day, usually during the night. We also have regular problems with the site being inaccessible for hours or days at a time. This is never noticed by WebhostingUK until we report it and ask for the server to be restarted. Live chat people have regularly promised to look into the reasons for this and either don't get back to me or all give totally different reasons for the problems we are having.

Does anyone else have similar issues with cloud hosting? I don't have much faith in what the technical support tell me any more, as no-one gives the same answer twice. There have been a few situations where one support person tells me I have no option but to pay a lot more for a bigger capacity hosting to fix a problem, then another support person comes along and says the problem is not that at all, and quickly fixes the problem with no extra costs at all. I am now very sceptical if I'm told that spending more on a bigger package in the answer. The last few times our site has been down, tech suport haven't been able to tell me why at all, just that they have fixed it by restarting the server. This doesn't help when our site has been down all weekend! I need to make sure it does not go down in the first place, as webhostinguk never notice when it does.

Can anyone help?

[MaryT]

Yes I have similar problems
Yesterday my VPS was down for over 3 hours...and again today it is down
It is never noticed by WHUK...or me as I have the monitoring system in place and for more than a week I have been getting several emails a day...yesterday I got 64!!...telling me the VPS was offline when it wasnt...
So I ignored the mails only to have one of my clients email me saying the server was down!
I dont know whats happening...and like you I get told a different story each time...

Maryt

[John]

Originally Posted by rebeccaruth

We have been on Cloud Hosting since May 2010 and our monitoring service reports that our site goes down for several minutes almost every day, usually during the night. We also have regular problems with the site being inaccessible for hours or days at a time. This is never noticed by WebhostingUK until we report it and ask for the server to be restarted. Live chat people have regularly promised to look into the reasons for this and either don't get back to me or all give totally different reasons for the problems we are having.

Does anyone else have similar issues with cloud hosting? I don't have much faith in what the technical support tell me any more, as no-one gives the same answer twice. There have been a few situations where one support person tells me I have no option but to pay a lot more for a bigger capacity hosting to fix a problem, then another support person comes along and says the problem is not that at all, and quickly fixes the problem with no extra costs at all. I am now very sceptical if I'm told that spending more on a bigger package in the answer. The last few times our site has been down, tech suport haven't been able to tell me why at all, just that they have fixed it by restarting the server. This doesn't help when our site has been down all weekend! I need to make sure it does not go down in the first place, as webhostinguk never notice when it does.

Can anyone help?

Hello Rebecca,

You appear to be hosted on Cluster3. There was a problem with the storage on this cluster lastt Monday, the 24th, but prior to that the uptime of the cluster was 277 days, since it was setup.

If you PM me your phone number, I will have a technician to call you and do a full inspection of your VM. It could be you are hitting a resource limit somewhere along the way and for whatever reason the technicians you connect to aren't picking up on it.

[rebeccaruth]

Sorry to hear you're having problems Mary, but I'm pleased to hear I'm not the only one!

I am still trying to get a straight answer out of someone - like you, I am just sick of hearing different explanations from every different tech support person. If there is a problem with out site somehow I can get it fixed, but not unless someone can tell me definitely what the problem is! Seems odd that our site is so problematic on Cloud hosting, when we never had these type of problems on our (much lower spec) old hosting.

I had high hopes when we moved to Cloud but I certainly won't be recommending it to anyone else, at least not with this company!

[rebeccaruth]

Thanks John for the response - I will give you my phone number as you suggest. As I say, I am just desperate to find someone who actually sounds like they know what they are talking about who can properly look at our site rather than just restarting the vm to get it going again!

The response is much appreciated.

[John]

Originally Posted by MaryT

Yes I have similar problems
Yesterday my VPS was down for over 3 hours...and again today it is down
It is never noticed by WHUK...or me as I have the monitoring system in place and for more than a week I have been getting several emails a day...yesterday I got 64!!...telling me the VPS was offline when it wasnt...
So I ignored the mails only to have one of my clients email me saying the server was down!
I dont know whats happening...and like you I get told a different story each time...

Maryt

Mary, you are hosted on Cluster1 and there was indeed a problem yesterday, which was announced http://www.webhosting.uk.com/forums/...-new-post.html

I see your VM was rebooted 46 minutes ago and it is working without problem. I will investigate why it went down today and reply back to you.

[John]

Originally Posted by MaryT

Yes I have similar problems
Yesterday my VPS was down for over 3 hours...and again today it is down
It is never noticed by WHUK...or me as I have the monitoring system in place and for more than a week I have been getting several emails a day...yesterday I got 64!!...telling me the VPS was offline when it wasnt...
So I ignored the mails only to have one of my clients email me saying the server was down!
I dont know whats happening...and like you I get told a different story each time...

Maryt

Hello Mary,

I apologise for the incorrect information given to you on LiveChat today. The problem was not related as the agent you spoke to claimed.

Feb 1 10:56:26 vps kernel: lowmem_reserve[]: 0 0 624 624
Feb 1 10:56:26 vps kernel: Normal free:3124kB min:3152kB low:3940kB high:4728kB active:288772kB inactive:288008kB present:638976kB pages_scanned:1216096 all_unreclaimable? yes
Feb 1 10:56:26 vps kernel: lowmem_reserve[]: 0 0 0 0
Feb 1 10:56:26 vps kernel: HighMem free:0kB min:128kB low:128kB high:128kB active:0kB inactive:0kB present:0kB
12:19 Feb 1 10:56:27 vps kernel: 0 pages dirty
Feb 1 10:56:27 vps kernel: 0 pages writeback
Feb 1 10:56:29 vps kernel: 7 pages mapped
Feb 1 10:56:29 vps kernel: 6099 pages slab
Feb 1 10:56:32 vps kernel: 4275 pages pagetables
Feb 1 10:56:33 vps kernel: Out of memory: Killed process 5222 (php).

Translated, your VM is running out of RAM and processes were killed off automatically by your VM. If this is something which is happening regularly, you will need to consider upgrading the RAM on your VM. For £5 a month you can upgrade to 1 GB RAM.

I apologise that this wasn't communicated to you sooner.