Posting a technical thread

[byteme]

Although I do not visit often I notice that the same people that post to this forum get no reply.

The reason they get no reply is because they need to explain what they are trying to do simply i.e. I have x and I want to do y.

If you ramble, you will be ignored as most of us lose the will to live!

More concise explainations before you post scripts will get you help much more quickly. I know, I have posted on many.

[WH-Garry9]

Hi byteme,

Every thread posted on WebHosting UK forums (especially if it's web hosting related thread) whether technical or non-technical, is replied as soon as possible by users of WebHosting UK which includes WebHosting UK staff as well.

We always make sure that all the technical threads are replied on time and our customers receive the best possible assistance whether on live chat, phone support, helpdesk or on forums

However, we appreciate your effort and thank you for the time you have taken to write this forum post which explains our customers that if they explain the issues they are facing precisely, it becomes much easier for us to assist them

[scottie2212]

Originally Posted by WH-Garry9

Hi byteme,

We always make sure that all the technical threads are replied on time and our customers receive the best possible assistance whether on live chat, phone support, helpdesk or on forums

Interesting point Gary but I beg to differ.

Already this year we have had two major issues with a VPS server and on both occasions the speed of response to the ticket bordered on disgusting more than once. Add to that a failure to respond to questions we asked and apparently poor understanding of the issue by support staff has left us feeling very frustrated.

So, while assistance may be good in some areas, it isn't 'always' good on the ticket system.

[WH-Ken]

Hello,

Well if you provide us with the exact problem or not even the exact issue that you are facing still we are able to trace out the problem that you are facing at webhosting.uk.com. Our staff members are always eager to assist our clients through all means may it be a chat support, ticket or through forums.

Each and every staff member who checks the issue investigates it with the information that has been provided by the customer and then troubleshoots it. Sometime it also happens that most of our customers are not able to provide the exact problem and the exact error they face, But we do manage to follow the steps that the client follows and we recreate the error at our side and then fix it.

And regarding the VPS Dept, recently we have come up with few new recruitment's. So we will surely take care that you shall not be facing the problems as such in near future.

And still if you have any major issues which are not yet fixed or you, then i would request you to please forward those issues to us through any mode of support. We will look into it and will surely get them fixed all.

Regards,
Ken.

[WH-Garry9]

Originally Posted by scottie2212

Interesting point Gary but I beg to differ.

Already this year we have had two major issues with a VPS and on both occasions the speed of response to the ticket bordered on disgusting more than once. Add to that a failure to respond to questions we asked and apparently poor understanding of the issue by support staff has left us feeling very frustrated.

So, while assistance may be good in some areas, it isn't 'always' good on the ticket system.

It might be possible that the support tickets you had submitted were not responded quickly but you can be sure of it that all the VPS support team members who were available must have tried their best to answer the tickets on time with the proper solution.

Sometimes, the support team member who takes charge of the ticket needs some time to understand the issue and find a proper solution for the issue or resolve the issue.

Due to this reason, it might be possible that the support ticket is not replied quickly inspite of the sincere effort of the support team member taking charge of the ticket to reply to the ticket quickly. (Althought, this happens very rarely).

However, as Ken mentioned, we have recruited some new employees in the VPS support department to improve the response time for the tickets and chats.

You can contact our VPS support department and ask for assistance if you are still facing any issues with your VPS and our VPS support members will get the issues sorted asap

[scottie2212]

Originally Posted by WH-Garry9

It might be possible that the support tickets you had submitted were not responded quickly but you can be sure of it that all the VPS support team members who were available must have tried their best to answer the tickets on time with the proper solution.

Sometimes, the support team member who takes charge of the ticket needs some time to understand the issue and find a proper solution for the issue or resolve the issue.

Due to this reason, it might be possible that the support ticket is not replied quickly inspite of the sincere effort of the support team member taking charge of the ticket to reply to the ticket quickly. (Althought, this happens very rarely).

However, as Ken mentioned, we have recruited some new employees in the VPS support department to improve the response time for the tickets and chats.

You can contact our VPS support department and ask for assistance if you are still facing any issues with your VPS and our VPS support members will get the issues sorted asap

Hi Garry,

Good answer and at least you managed to hit the subject.

I think Ken's response demonstrates my point quite well. At what point did he address the <i>time</i> issue.

Now imagine that Ken's response was to a support ticket!

That has happened on some of our tickets.

To us, and I'm sure many other people would agree, communication is the key.

On and open support ticket, tell us what is happening at regular intervals, even if it is only 'Sorry, we are still working on it.'

One other thing, this is a quote from a ticket which had been at least twelve hours overdue, despite two or three updates from me asking what was being done...

"Apologies for the delayed response. We deal with tickets based on how long they have gone without a response. Each time you reply to a ticket, it puts it at the bottom of our queue, thus taking us longer to get to it."

What happened to the 'due by' time which does NOT change when I update the ticket.

Your queue is working the wrong way.

Anyway, enough said.... (until next time?!!)

[WH-Garry9]

Hello,

Thank you for your appreciation

Yes, we do agree to the fact that communication is the key when dealing with support tickets. If there is proper communication, the issues can be resolved soon.

We have noted the points you have mentioned regarding support tickets and the response time and we will make sure that we take immediate steps so that support tickets are replied on time and our customers receive an update regarding the ticket status.

Thank you for your co-operation and feedback

[scottie2212]

Hi Garry,

I didn't expect 'next time' to be so soon.

Please take a look at GWY-40461-615

Note the time it took for a response.

This was not a major issue for us and our VPS but surely a report like this should be a serious issue to Webhosting staff.

MAJOR POINT - the attachment I have just added to the ticket.

So, did Philip actually do anything?

Well, since the same lfd report that prompted me to raise the issue has occured again - twice - I think not!

Of course, maybe he did rebuild the target but that didn't stop what was occuring so, therefore, he did not address the issue.

Now you can see the sort of thing I am up against when using support.

I was tempted to post the full details of this issue but I have decided to give you a chance to look at it and respond.

[vzfever]

Originally Posted by scottie2212

Hi Garry,

I didn't expect 'next time' to be so soon.

Please take a look at GWY-40461-615

Note the time it took for a response.

This was not a major issue for us and our VPS but surely a report like this should be a serious issue to Webhosting staff.

MAJOR POINT - the attachment I have just added to the ticket.

So, did Philip actually do anything?

Well, since the same lfd report that prompted me to raise the issue has occured again - twice - I think not!

Of course, maybe he did rebuild the target but that didn't stop what was occuring so, therefore, he did not address the issue.

Now you can see the sort of thing I am up against when using support.

I was tempted to post the full details of this issue but I have decided to give you a chance to look at it and respond.

In spite of recreation of service vps and tweaks done by Philip, you again experienced port scanning attempt from same vps.
In fact it is service vps of main server on which your vps is hosted. It has been reinstalled now with fresh operating system.

As per the logs you provided in attachment, it was checking port 8880 on your server. We have added following rule in iptable to
block outgoing conenctions to port 8880 on your server from service vps

iptables -A OUTPUT -p tcp -d x.x.x.x --dport 8880 -j DROP

x.x.x.x= IP address of your vps.

[scottie2212]

Taking this thread back to the issue I origainally raised i.e. timing.

You have avoided answering my main question which was the seven hours it took for a response to the ticket being raised.

I still have a lot of questions on the technical issue raised in the ticket, and an issue with contradiction in the responses made to this thread and the ticket. But I do not consider this forum the correct place to discuss a technical issue.

[craveo]

I tend to notice on other sites that sometimes people know kind of what they need but not fully, as in they can not properly explain what the actually need. This could be the issue you are seeing around.

[byteme]

Even when the issue is known and proved by screen shots denial that an issue exists is still happening. I do have suggestions though - never tell your client to ignore error messages when they have a server issue!!!! Especially if you do not know what they mean!

[shri34]

I tend to notice on other sites that sometimes people know kind of what they need but not fully, as in they can not properly explain what the actually need.