Quote:
Originally Posted by Adkins
Can any Cloud users tell me, once you're back up, do your domains get the emails that were sent to them during the downtime?
|
Mine appeared to (as in I've not been aware of any that are missing yet, and got a flurry of "where's my website gone" emails from clients once the cloud server was back up) which I presume were sent earlier in the day. I have some justifiably unhappy clients. While the sites are now (at the moment) back online, I can't provide any assurances to my clients that they won't be back down later on, or tomorrow or whenever.
One client was left with a damaged database (which I've fixed, but for others in the same boat, make sure you check all your sites just in case the same has happened to you; don't just assume they're back and fine!)
This is the second big issue I've had in the last week with Web Hosting UK. I have been with Webhosting UK for 5 or so years. I need something reliable and Webhosting UK don't seem to be able to offer this anymore which I am really disappointed about. I "upgraded" to the cloud server arrangement (and additional RAM) from a reseller account at considerable expense for me; believing my clients would have a significantly better service in terms of speed and reliability. The reality has not come close to this. Has the infrastructure not been given enough investment or are short cuts being made to maintenance protocol?
I'm also surprised that this thread (or at least a thread related to the issues) isn't in the "Network Status" board. The live chat support told me yesterday morning that updates would be posted on the forum (after they 'understood my concern' but didn't apologise for the cost implications of this situation on my business), so there should be something there after all this time. Even the Status portal does not have the regular reports that are promised by the 'dedicated team' who are meant to be keeping it updated - in fact the status portal implied everything was sorted out more than 24 hours before it is.
Regardless of the technical issues that are frustrating enough; having to deal with indifferent support staff and hunting for information is inexcusable. The situation is not completely resolved yet and there have been no update on what caused this situation or how it will be prevented in the future, nor any time scales for doing so. I found this thread, on searching for yello's previous posts, which proves unfortunately similar: news-announcements/6355-100-uptime-cloud-vps.html
This level of interuption in service should have the involvement of senior management from the start. Why has there not been any direct communication to ALL of us affected from the managing director(s) reassuring us that they are doing all they can; that they are concerned about what has happened/ is happening and are taking it seriously? We shouldn't be having to wait for such communication. Not all cloud server users will have found this thread, and they will (rightly) think they've just been forgotten about.
Why were customers not provided with somewhere to get sites back live (even just as static html files) as a temporary fast solution even if the server arrangement could not be fixed quickly? At least then those clients could have let their clients have *something* on their sites for the day. Why have there been no apologies for promising sites would be back "shortly" (at around 5am yesterday: "Our senior admins are working on it and all VMs will be running fine shortly.") when people were still waiting this morning? There's more than "inconvenience" to apologise for.
I'm sorry this post is such an epic, but it appears that I'm not the only one with these doubts and questions. The handling of this matter from here on is crucial to many of us.
Still down
Linear Mode
