It is a nice rainy Sunday and I decide to go online only to discover my website is not working. When I investigated I discovered that I could not get access to my site, Admin pages or my Blog Admin pages. So I contact my hosting company Ace Net Hosting only to discover they are doing an upgrade to the server thats hosts my site. That’s kinda funny because the last time they had issues I was put on the newest server so I would never have outage issues again. This was two weeks ago and in short I have been without access to my website and email since that fateful night.
So what is the history and why am I so pissed off…well within a month of the last outage I again find that my site is down for what started to be several hours. I am not sure what pisses me off the most, the fact that an upgrade occurs with absolutely no previous notice or that this company lied to me and claimed I was on a uptodate server.
I submit a Trouble ticket and this is the response I get
Posted on 09 Jan 2006 12:34 AM
We are currently going through a server upgrade. We are moving away from older, slower servers, to a new one with more ram, dual xeon 3Ghz processors, and more diskspace. Over this period of time, you may experience some abnormal performance, results, or services down. This should be stabalized within a few hours, and once done, your site will be faster then ever!
This would would have been ok except that from Sunday Jan 8th to Tuesday Jan 10th my site was up and down like a yoyo only to go completely offline early on Wednesday Morning and not to come back up until Monday Jan 16th. So what did Ace Host have to say about my site being down….
Acenet Inc Posted on 11 Jan 2006 02:17 PM
Your server was upgraded to a new dual xeon, with raid 10 and more ram. Therefore all ip’s will be changing. Now there is no need to worry about nameservers as they are going to switch to the new ips automatically. Everything will be fully functional in about 12-24 hours.
Acenet Inc Posted on 11 Jan 2006 09:49 PM
Apologies for the lack of communicating in this matter. We have experienced unforseen difficulties with the migration, which, obviously, has not been as seamless as planned. We were experiencing issues on the server, but it is back up and running currently. We are still performing maintenance on the server, and POP3, SMTP, FTP, and cPanel are going to be disabled to ensure your website is still up and running while we get the server back up to optimal performance.
Anthony Jones Posted on 13 Jan 2006 10:16 PM
My site and email have been unavailable for almost a week now. What is your company going to do compensate me for the aggravation and lose of use for a week.
Acenet Inc Posted on 13 Jan 2006 10:20 PM
Sorry, we anticipate your server to be finished by tomorrow morning. As always, these are loose time estimates, not set-in-stone times.
As for compensation, when the migration is done, we will take into consideration the compensation for the downtime experienced.
Acenet Inc Posted on 14 Jan 2006 10:17 PM
Your /home directory has been copied and we are currently troubleshooting DNS issues with the server.
As of the last message from Acenet I was still offline and did not actually get access to my site until early Monday Morning. Through out this entire episode I had to probe for answers and never received a satisfactory answer nor did I receice reasonable customer service from this company. So on Monday Jan 16th as soon as I had access I changed my Nameservers to change over to a new server on TM Hosting. The folks at TM Hosting are great and reacted immediately to my needs. Thanks to TM Hosting.
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Monday, February 27, 2006 at 12:22
Edwin
Customer from June 11, 2005
February 11, 2006: Have asked to cancel service under their Terms of Agreement. Notice is required through a Ticket System Form on their website no later than 7-days prior to end of service date.
December 11, 2005: Service had been renewed for 6-months before the problem arose (they suggested that someone was using our .php script to send mass emails - 200/hr.) These messages have nothing to do with our business but Ace-Host.net refuses to look at these messages. They argue that it does not matter who’s sending or how, we are responsible. Found out on February 9, 2006: Our account was suspended and we have to pay a $25 fee to lift the suspension and move up to a higher bandwidth for Mass Mailings.
Finally on February 11, 2006: We have asked to cancel immediately but they have left our account in suspension although they have issued us with cancellation confirmation.
Monday, February 27, 2006 at 1:48
Edwin
February 27, 2006
Since I wrote you today, Ace-Host.net has now cancelled the account. However, they have placed a cPanel Signage that reads in part: “There is no website configured at this address”.
This guy is the most unscrupulous business person in creation. Is this the act of a desperate person - catching at straws.
Create an atmosphere of 90+% satisfied customers and you’ll have an exemplary business. Don’t try to force people to stay against their wishes.
We have parked the domain in question and have set up domain forwarding to another site.
He is now refusing to let go even though we have allowed them to keep the money we paid for service to June 2006.
It is good that we decided to cut our losses. We definitely don’t want to deal with anyone like Ace-host.net - it truly sucks.
I will let everyone know how lousy Ace-Host.net service is and what a poor attitude the owner has to anyone who stands up to him on any level.