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Burst.net Down?
| Posted by Rich, 06-24-2006, 07:11 PM |
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Hello Everyone,
I cannot access my server, or Burst.net -- can anyone verify whether Burst.net is having network problems?
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| Posted by InfluxHost, 06-24-2006, 07:12 PM |
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Just called them - seems like network is down. They don't know what's up yet... networking is looking into it...
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| Posted by mrcpu, 06-24-2006, 07:13 PM |
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I'm seeing the same thing. traceroutes are dying just a few hops into my ISP,
implying that BGP isn't up anymore.
Who's running the pool this time?
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| Posted by John[H4Y], 06-24-2006, 07:14 PM |
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Yup, down.
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| Posted by Rich, 06-24-2006, 07:19 PM |
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I promised WHT I was moving after last times outage, and didn't do it.
Now I deserve whatever downtime I experience.. because I was foolish enough to not GET THE HELL OUT last time.
Downtime....constantly.... RIDICULOUS.
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| Posted by glace, 06-24-2006, 07:20 PM |
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Down again... At least this time they managed to stay up for two or three weeks in a row.
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| Posted by HostJedi, 06-24-2006, 07:33 PM |
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We are currently looking into the issue and will let you know as soon as information is available.
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| Posted by glace, 06-24-2006, 07:46 PM |
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I like Burst`s support and everything but the network performance is not acceptable. Not even considering the price.
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| Posted by PixelManual, 06-24-2006, 07:54 PM |
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About 45 minutes of downtime so far, yay! I'm saying 1.5 hours for basic re-connect, 3 before everyone gets back online.
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| Posted by Arsalan, 06-24-2006, 07:56 PM |
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lets hope this is fixed really quick.
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| Posted by glace, 06-24-2006, 07:58 PM |
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Well, it`s been down for around 57 minutes already...
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| Posted by Michael123, 06-24-2006, 08:04 PM |
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Many probably switched to other providers. We would also switch but we have colo servers and it is a lot of headache to move the servers to another location.
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| Posted by HostJedi, 06-24-2006, 08:08 PM |
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This does not appear to be another repeat of the switch failures in our Scranton facility---which we believe to have rectified during our maintenance window a couple weeks ago.
This appears to be a router issue in our core Philadelphia POP @ Switch & Data.
A technician has been dispatched to attend to the issue.
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| Posted by Rich, 06-24-2006, 08:08 PM |
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That's the reason I haven't moved.. my box is colo, and it'd be 24-36 hours downtime for my clients. What's better, 36 hours downtime, or 2?
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| Posted by glace, 06-24-2006, 08:14 PM |
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I`ve replaced 2 server`s so far but it is a lot of work each time. However, a lot of customers have left me so it`s getting less and less work with each Burst outage.
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| Posted by Ryan Smith, 06-24-2006, 08:29 PM |
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Lucky our main site is on LT's Network, and not Burst so we can email our clients.
I have a feeling this is going to be an all-nighter outage
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| Posted by Ryan Smith, 06-24-2006, 08:43 PM |
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I would not call it disaster just yet. Maybe when its 3 hours, yes. But it is bad, and I do hope it comes back up soon.
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| Posted by glace, 06-24-2006, 08:46 PM |
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It wouldn`t be a disaster if it was the only time during the last 6 months or something. But it happens every two or three weeks. That is what makes it a disaster.
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| Posted by Ryan Smith, 06-24-2006, 08:51 PM |
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Our servers are back online.
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| Posted by yourwayit, 06-24-2006, 08:52 PM |
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Ours too now. Hopefully it will be back online long enough to transfer everything out.
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| Posted by Rich, 06-24-2006, 09:00 PM |
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Mine is back up now too.
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| Posted by bhaputi, 06-24-2006, 09:07 PM |
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http://forums.burst.net/showthread.p...3657#post23657
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| Posted by RobM, 06-24-2006, 09:19 PM |
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Well since burst locks their reply or deletes questions when ask on their forum just have to ask the question here then.
Like they’re really going to answer it here on WHT
This is a joke again, no backup system.
Also why does it take 2+ hours to fix, it sounds to me like you had a tech from Scranton drive there to fix it, which is 100% unacceptable.
You guys should either have a guy there or have him within 10-20 mins max.
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| Posted by glace, 06-24-2006, 09:38 PM |
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Oh no...
"There will likely be packet loss and occasional latency until we have re-established the original gigabit link."
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| Posted by Rich, 06-24-2006, 10:10 PM |
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Glace, just when the sickness started going away, I read that too. Disgusting, really.
RobM, I absolutely agree.. they need to measures in place to fix things quickly. Why is 2 hours acceptable to them.
HERES THE KICKER:
No matter WHAT the cause for ANY outages we experience, it won't be covered under their SLA (even if it's hours a day a couples times a week for weeks in a row). I think everything including if their techie trips over a cable and knocks the network down.... we're out of luck. Take a look at their SLA. If it's a hardware failure.. it's not going to result in a partial refund, even if it takes them a week to fix it. We're lucky to have had it take 2 hours! It could've taken the rest of the weekend, and we'd just be screwed!
Burst is full of excuses, and who knows if all of these "hardware problems" we've been experiencing (from failing switches, to failing network cards, to 'bad firmware'), are ever going to end. I'm going to start expecting their excuses to be something inevitable, as usual. Afterall, why would they admit if they were at fault? Every time we've been out for hours, upon hours, upon hours, upon hours... it's been something that couldn't be avoided. Poor Burst.. Poor US.
Don't blame Burst. They are just unlucky. Because of all these unlucky occurences, we suffer. Who is to blame...? I guess it's our faults... because it can't be Bursts.
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| Posted by bhaputi, 06-24-2006, 11:07 PM |
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Frst off, I try to answer as much as possible on WHT all the time. Second, there are very few of us that have access to lock/delete threads on forums.burst.net, and I can tell you that I personally do not do it for reasons like those you are alluding to.
Actually, I cannot disclose all the details yet (as some will not be cleared up for a day or two and I do not like conjecture), but we would have been completely down for almost 4 hours if it was not for our backup system functioning partially. Yes, it did not work 100%, and that is the detail that I still need to work out - exactly why part of it did not take over.
We did not have to drive down there. The 2+ hour time you are claiming (which was actually 1:40, but I prefer to not split hairs) was the time it took to contact me, get me onsite, have me identify the problem, determine the cause, and get a partial fix in place. There were several factors that lengthened this a bit more that I would have desired, but it was the best we could do under the circumstances. We do have people within 10-20 minutes but, unfortunately, they were about 3 hours away tonight, as they were not at their house.
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| Posted by bhaputi, 06-24-2006, 11:10 PM |
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I prefer to warn customers of the potential for lingering issues, than to simply pretend all is well. From about 8:40 until about 10:40 (depending on your location, which provider you come in through, etc.) there was some packet loss, with barely noticeable latency. That should no longer be evident.
Last edited by bhaputi; 06-24-2006 at 11:13 PM.
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| Posted by glace, 06-24-2006, 11:15 PM |
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What ?? You don`t have techs that are able to fix the network around 24/7 ?? This is ridiculous. EV1 and the other DCs never have problems like this.
Dan, seriously: If you would employ more people who are able to fix such things and if you would offer the same type of reliability as EV1 does it wouldn`t cost you more than losing all those customers is costing you.
Last edited by SoftWareRevue; 06-25-2006 at 10:31 AM.
Reason: merged
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| Posted by Rich, 06-24-2006, 11:22 PM |
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Yeah, and you pay for that. At Burst, we pay "budget rates" and get "budget services". How are they supposed to afford to have 24/7 tech teams to fix things like this for our chump change each month? (Note sarcasm)
If we want high quality service, we have to pay for it, and that means switching providers. Right Burst?
I'm glad the network is back up.. FINALLY.. but when will Burst draw the line and start taking preventative measures to keep things like this from happening? If frequent outages are going to be routine, why can't you make every possible effort to keep them as short as possible? 2 hours is unacceptable.
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| Posted by bhaputi, 06-24-2006, 11:27 PM |
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We have staff onsite in our DC 24x7x365 that can fix 99% of our issues, including networking issues, either via their own knowledge, or as remote hands-on. As I have stated just a few posts ago, I do not have all the details about tonight yet available until I can review all the pertinent logs, etc. This will likely take a bit of time.
[snarky aside]
I do see that not only are 12.2% of your total posts so far at WHT made within this very thread, but that you have mentioned EV1 several times now - I find it distasteful to use one companies outage as a sounding board to bring in more business to yourself as (and I am assuming here) an EV1 reseller (if I am assuming wrongly here, I apologize in advance.
[/snarky aside]
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| Posted by glace, 06-24-2006, 11:29 PM |
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I`ve been waiting for more than 2 years. I have lost faith.
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| Posted by bhaputi, 06-24-2006, 11:33 PM |
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Rich - we are not saying that you should go elsewhere. I do though believe that we give a darn good bang for the buck. We have solidly improved over the last several years, and will continue to improve. Do we wish these things did not happen? Of course. Do we consider them acceptable? Of course not. We have been taking preventative measures, and they have made a rather large difference. Redundant fiber has been installed, multiple switches in place of single ones, power-related problems have been solved. We will continue to work on improving, until the outages become 0%. That is the eventual goal.
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| Posted by bhaputi, 06-24-2006, 11:35 PM |
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I am not sure what this means. I assume it means you have been a customer of ours for 2+ years? If so, that you have had a front-row seat to the improvments that we have made. Try to look at the last 2 years objectively, and you would see what I am talking about.
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| Posted by Rich, 06-24-2006, 11:35 PM |
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12%? I have a feeling the downtime we've experienced the past couple months during peak, important hours, is reaching 12%. I think your company's downtime is more important than how often he mentions Ev1. I've been with Ev1, they are a good company. I also mention other companies in my posts here.. and guess what.. often times it's Burst that I mention, and about how bad the network is. Why do I stay? Because of the effort it would take on Bursts, and my part, to get the box out of there. Sorry if I'm coming off as a bit hostile.. but I find it extremely disturbing that you are here with "snarky asides" rather than trying to figure out EXACTLY what went wrong and what measures you can take to keep downtime to a minimum in the future..
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| Posted by glace, 06-24-2006, 11:37 PM |
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Don`t worry Dan... I am going to be an EV1 reseller, soon...
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| Posted by Rich, 06-24-2006, 11:40 PM |
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I understand, Dan. I know you are improving from the past 2 years, but I haven't been with you for 2 years. I am comparing you to NOW because NOW is what I'm experincing, and the past couple months have been hell, and it's disappointing to have outage after outage.
Do I think you want this to happen? No. I'm sure listening to us bitch is not the highlight of your day. However, I feel that Burst, as an "inc500 company" - while being a budget provider - should still have as many redudent backup solutions in place as humanly/technologically possible to prevent downtime. It's just frustrating to be down for 2 hours. Losing customers sucks, especially when it's not your fault, it's your datacenters.
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| Posted by HostJedi, 06-24-2006, 11:41 PM |
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<< I have a feeling the downtime we've experienced the past couple months during peak, important hours, is reaching 12%. >>
Odd...I don't seem to recall us being down for 7 days the past two months.
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| Posted by bhaputi, 06-24-2006, 11:44 PM |
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I see no reason to apologize for coming off as hostile, it is completely understandable. Nights like tonight are frustrating for all parties. I think that this fact is sometimes forgotten. I am continuing to work this evening (almost this morning now, actually) to determine exactly what happened - and I can tell you that I will continue to do so until this is solved. I apologize for the aside, it was uncalled for, and unprofessional, and I will refrain from asides like that in the future. Just try to keep in mind that this is not just your guys' bread and butter, it is ours too - and all of our employees. We all have the same goal here, and I just sometimes wish it could be discussed in a slightly less confrontational manner. Being "called out" tends to put one on the defensive, even when that is not the best way to be.
I am signing off now to continue to scour the logs, and I will post more info in our own forums as it becomes available.
Thanks, and good night.
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| Posted by glace, 06-24-2006, 11:45 PM |
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In the beginning you had an hour of downtime each month. Sometimes two. Then after a while you really seemed to fix the problem as your network was up for 4 or 5 months in a row. That was about the time when you announced that you are an INC 500 company. At that time support became kind of slow because you had more business but I was happy because I thought you finally fixed it. Now during the last 5 months your network is worse than ever before since I became your customer. Simply hire a server with one of the ISPs I mentioned previously and compare their uptime to yours and you`ll know what I mean. Don`t try to argue about it. Simply do it and compare and you`ll see.
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| Posted by HostJedi, 06-24-2006, 11:47 PM |
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<< Do I think you want this to happen? No. I'm sure listening to us bitch is not the highlight of your day. However, I feel that Burst, as an "inc500 company" - while being a budget provider - should still have as many redudent backup solutions in place as humanly/technologically possible to prevent downtime. It's just frustrating to be down for 2 hours. Losing customers sucks, especially when it's not your fault, it's your datacenters. >>
This month has not been hell.
This month has been perfect other than this issue this evening.
We advertise 99.5% uptime, not 100%.
If 99.5% is not sufficient for you, then perhaps we are not the right network for you.
If you can afford to pay more for a higher uptime per month, then that may be something you should consider.
If our uptime is good enough for you, based on the low prices we charge, then we are the right place for you.
<< while being a budget provider - should still have as many redudent backup solutions in place as humanly/technologically possible >>
That is an oxymoron.
May sound good to you, but in reality the budget hosting industry operates on a budget.
You can say all you want about other providers, and uptime, and affording equipment/redundancy---however, you do not know their financial condition.
Some of the big names people throw out around here are/were the next thing to out of business in recent times, mainly due to poor management and overspending.
We however, prefer to offer a reasonsable amount of uptime, remain profitable, and stay in business for the long haul.
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| Posted by HostJedi, 06-24-2006, 11:52 PM |
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<< Simply hire a server with one of the ISPs I mentioned previously and compare their uptime to yours and you`ll know what I mean. Don`t try to argue about it. Simply do it and compare and you`ll see. >>
We don't care what other companies are doing---they have their own problems.
If they have a perfect network, then they have billing or support problems, higher prices, slow delivery, financial problems, or other issues instead.
We instead have a well blended mix of decent service all around.
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| Posted by glace, 06-24-2006, 11:55 PM |
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The question is not if we can afford to leave you. The question is whether we can afford to stay with you.
Does not seem like you are willing to fix those issues at all. I get the impression that you do not even consider it as a problem.
Last edited by SoftWareRevue; 06-25-2006 at 10:33 AM.
Reason: merged
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| Posted by HostJedi, 06-25-2006, 12:50 AM |
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<< They are not helping themselves with this attitude. Not at all. >>
Excuse me? You are the one giving us attitude!
We have every right to defend our company, and I would deeply question any firm that did not do the same when they were being attacked.
<< Does not seem like you are willing to fix those issues at all. I get the impression that you do not even consider it as a problem. >>
We work our tails off for our clients, with minimal compensation and appreciation, and as soon as an issue pops up, the same handful of people show up here screaming bloody murder. We have done extreme upgrades to our network over the past two years, including $250K in DDOS protection gear, redundant circuits, etc...as well as working on solutions for every network issue that arises towards making sure that such issues do not arise again once a solution is found.
You have no right to make such a false claim that we do not care!
To be honest, these forums are a waste of our time, and primarily just a source of aggravation for our staff. Less than 5% of our client base frequents WHT, and 99% of our complainers come from here as well. It's usually the same handful of people over and over again, whereas the bulk of our client base appreciates the high level of service we provide for such a low price.
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| Posted by HostJedi, 06-25-2006, 01:10 AM |
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<< fight every statement the angry clients make >>
Unforutunately, a good bulk of them are NOT "statements"---rather they are attacks, insults, threats, and some trolling thrown in for good measure usually.
I have said it in the past many times, and I will say it again---we will not put up with such activity, and will defend our firm against such.
This is a business, not a reality TV show.
Our company has been in business for 15+ years, and will be here for a long time to come. You should be thanking us, if anything, for it is our business model that much of the budget hosting industry today was modeled after---regardless if they want or admit it or not.
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| Posted by net, 06-25-2006, 01:24 AM |
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Ok, I guess the network is back up.
Please discuss any discussions privately.
Thanks.
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