Our website has experienced an increase in traffic today due to a special offer we introduced. Unfortunately this seems to have completely killed our website. We've raised a call with Pinbrook but as it's the weekend and there's no-on answering the phone, does anyone know how soon we're likely to get this sorted? It's frustrating when you're trying to save your business and then your source of income gets shut down :-(
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Jo is pretty quick on her response times, have you submitted a ticket via their support desk? This usually gets rapid responses and I certain that Jo will be aware of any potential issue.Originally posted by jillcraft
Maybe she is not answering the phone due to trying to sort it?
HTHAffordable solutions for busy professionals.
Website Maintenance | UK Web Hosting -
It's not just you, Jill
I've been having problems with my sites for the past half an hour or so
Just so you know you're not aloneTraceyComment
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I'm also having major problems - posted in the V8 forum.
Also can't get hold of anyone - have asked for a call back hours ago.
Do you know which server you are on? I'm on Web9 if that means anything to you - a shared server with three others.
JonnyYoPo Music - the UK non-MCPS buyout production music library.
www.yopo.co.ukComment
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Got a reply from the helpdesk
Received an email from Pinbrook just now
"We are aware of the issue with the server as will resolve as soon as we can
Regards
Pinbrook Support "
So at least we know someone is looking at the problem.
Jill
www.jillcraft.co.ukComment
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And better their time is spent resolving the problem than replying to individual calls/emails and posts.Originally posted by jillcraftTraceyComment
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Actually any decent web host should be able to do both. I don't think it's unrealistic to expect someone to manage a reply when there's a problem with the service you're paying for? When our income is being directly affected like this, I'm not going to sit around for hours hoping that someone has noticed it before I bother them. If a support team can't manage to resolve a problem as well as communicate with their customers, then it's not much of a service.Comment
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This issue is confined to pb018 - which is currenty being rebooted
Original issue related to the firewall
Apologies for the inconvenience
We tend not to give a running commentary whilst we are resolving issues. We prefer to acknowledge a fault to tell people we are aware of it and are working on it. We then let people know when it is resolved.Comment
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I wasn't implying that we shouldn't be complaining or bringing it to their attention (I also logged a support ticket as both of my sites are/were down)Originally posted by jillcraft
More the fact that, once the problem has been acknowledged and we have received a response, (which we did in the form of the email that you copied here) then there is nothing more we can do than to sit back and wait for the problem to be fixedTraceyComment
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A reply from Jo in less than 2 hours on a weekend is very good service by any standards.Originally posted by jillcraftComment
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Defo in agreement with this comment!Originally posted by jont
Well played JoAffordable solutions for busy professionals.
Website Maintenance | UK Web HostingComment
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It's a confusing world we live in
Either you go for a highly impersonal ISP that is so big it can afford to have a fantastic support level, but no real personal level of support OR you go to a smaller ISP who specialises in your product and is very helpfull but unfortunately cannot do two things together
Whatever way you go the main concern must be that you are informed ASAP when there is a problem and thereafter given a update on the situation say about every two to three hours
If someone comes up with the perfect ISP at a reasonable price please give me the details
PS
It should be easy to pre-configure each server users email details into a template emergency file to be able to quickly send out email updates without great loss of timeChris AshdownComment
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Agreed, but the real issue here is the content of the email.PS
It should be easy to pre-configure each server users email details into a template emergency file to be able to quickly send out email updates without great loss of time
There is always a time delay between acknowledging a fault and diagnosing it.
Often the fault finding process is longer than the remedy. There is no ideal solution to this, we have found to our cost that whatever we do it is always wrong in someones eyes.
Give an ETA and miss it, WRONG
give an early diagnosis and find it was the symptom and not the cause, WRONG
acknowlege fault and stay quiet during diagnosis, WRONG
the list is endless
This is what we have decided is best,
acknowledge fault, work on it, hopefully remedy within 2 hours, post to say fixed. If not fixed within 2-3 hours post to say we are still working and repeat... until fixed. Provide feeback a day or so later.
We have RSS, we have a News Desk - we automatically email subscribers to the News Desk each time it is updated, we have the support desk. We do not have the manpower to phone every client when there is an issue.Comment
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Jo.
perhaps an email to all your clients outlining (re-iterating) you normal course of action along with details of where they can get info, alternative methods of obtaining the info and so on.
I know I'm hosted with Jo and have received this information in the past, but it never does any have to send a "procedures reminder" every now and then.
I also agree with Chris, I've tried the big 24/7 systems that become so impersonal that its impossible to speak with anyone, Jo seems to have it about right.
I also think that this depends on the support package you have with Jo, they do a share service, quarter share, dedicated, all of these affect whats going on
If you are unhappy, vote with your feet, its your perogative, but the grass is not always greener, sometimes getting a smaller company thats got a "small-ish" set of clients to keep happy is a darned site better that a company that "doesn't give a damn" and your "just another client without clout"
for 7 years I supported NHS hospital systems at hardware and software level and the company supported close to 60% of the nhs - one hospital had THREE replacement hard disks in ONE NIGHT and then had their data restored after that - it was chaotic - to cap it all, when the system was about an hour away from going live again, the nhs computer manager lean't over the computer to adjust the temperature setting and bumped against the buttons of the computer crashing it AGAIN and causing another 6 hours delay - Life happens - **** happens, let people "in the know" get on with thier immediate problems as fast as they can
one other small point, "why do people always air their grievences about a third party so publicly ( and so quickly) BEFORE they've tried to resolve it with the third party - give people time to resolve issues, talk about it soon afterwards and then vote ! - Jo was spending her time managing the immediate issue so, for me, this thread became one sided.
I'm staying with joComment
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Jo
My comments were not ment to be a critism of your company, I deliberatly did not mention any companies, but was just trying to explain the options available, without using that horrible and meaningless term (you get what you pay for),
As I am not a user of your services but would definatly consider using you when we look at a dedicated server, I generalised.
My real concern was the forum messages at
http://community.actinic.com/showthread.php?t=29955
Where a person was running around in circles with no idea as to the cause of his problems, and the fact he obviously never received your emails and therefore could not have any idea of what your problems were if anyChris AshdownComment
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