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Possible Hostnine issue, could use your advice
| Posted by willow1872, 07-04-2007, 08:34 AM |
| The problem is that since moving to Hostnine ive been having some problems with FTP and viewing my websites. Around 5 times a day, every day, i can be in the middle of uploading or downloading from the server, file sizes under 1mb but in the middle it times out and when it times out i can not view any of the sites i have hosted with them but i am still able to view any other site on the web.
H9 are adament its my ISP that is the problem but my ISP say it must be H9 because when it happens i can still view the rest of the web and the problem is only with sites on H9 servers. I tend to agree with my ISP because obviously if it were connection problems then the rest of the www would also be inaccessable.
I also have a reseller account with Hostgator and never experience the problem which then adds to my argument with it being a H9 problem.
Spoke to Travis on H9 livechat this morning about it and when i pointed out that the problem only affects my H9 hosted sites he was still adamant that it has to be my ISP.
What do you guys think please? I need to obviously know whether its time to move from H9 or not
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| Posted by Ben_G, 07-04-2007, 09:02 AM |
| Hi,
Do you have a ticket number for this? I believe I may have found the issue as I noticed the same thing with my ISP. It doesn't seem to happen with all ISP's as it doesn't happen on our DSL at the office but it does happen on the cable at my house.
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| Posted by willow1872, 07-04-2007, 09:07 AM |
| I dont have a ticket, i spoke to Travis around an hour ago and have spoken to Dave and others about this over the last couple of weeks, each time im told it has to be my isp. It seems insanse to suggest that its my isp when im still able to view the rest of the web, just nothing on your servers when it happens
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| Posted by Ben_G, 07-04-2007, 09:12 AM |
| Hi,
I was able to track down your account with Travis and I created a ticket under your email in the helpdesk about the issue. If you can reply there with the results that would be great.
Thank you
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| Posted by willow1872, 07-04-2007, 09:22 AM |
| I have replied, thank you. It concernes me greatly that it seems i have to make a post here before a problem is investigated fully.
I have also received your response to a ticket i opened last month regarding DNS errors in which i was effectively told to fix the problem myself as While i do very much appreciate you fixing them now i am still very concerned over my decision to move to H9.
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| Posted by willow1872, 07-04-2007, 09:30 AM |
| After some emails backwards and forwards to Ben Im prepared to give H9 the benefit of the doubt on this occassion, i moved to H9 because it has such a promising reputation and what i am about to say is not meant offensively and i apologise in advance if you take it that way but, this will be the second and final chance i give H9 - I cannot risk my businesses while you train your staff how to speak to your clients and i hope as a business man that you can understand that.
I will leave it there and hope that things are better now but i wanted the above to be said publicly in the hope that it will keep you on your toes
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| Posted by willow1872, 07-08-2007, 08:02 AM |
| Just thought id give you all an update to what has happened with this.
Ben from H9 emailed me asking to speak on MSN so we did and i tried to recreate the problem with him online so he could access the logs or whatever immediately as it happened. He asked that as soon as it happened to run a tracert. Within about 5 mins i got all excited because i got booted off FTP and lost connection with Ben on MSN but it was just a false alarm as my broadband connection went off for a couple of seconds but tried to run the tracert and got the message , Ben immediately thought that it was because my connection with broadband had been lost which wasnt the case at all, i had a blonde moment and took his instructions to run "youriphere" without realising what he meant and actually typed in "youriphere"
So, then for about 20 minuted i couldnt recreate it by which time Ben had dissapeared off MSN anyway. Then finally it happened! So run the tracert properly this time, took a screenshot and emailed it over to Ben.
Sadly, that was the last i heard from Ben, he didnt bother to email me back with any information regarding the tracert and that was that. So what started out as a really good effort by H9 trying to find the problem ended with the company director not bothering anymore.
So ive moved my main account, the one i was having all the problems with over to Hostgator and guess what, not one problem whatsoever. Moved the other accounts on the server to Vidahost yesterday and guess what, no problems whatsoever.
So my experience with H9 has not been a good one. Ive had H9Travis insinuating on their forum that the rudeness he portraid in my livechat converstaion with him where, after explaining the problem is only with accounts on H9 servers, he said "I guess you wernt listening", and me replying "I guess one of us isnt Travis", Ben starting to investigate and then not bothering to follow up with the information he asked me for.
That was 4 weeks of hell with H9 and boy am i glad im out. Seeing as i have no connection problems at all with the other hosts, the FTP can time out but starts again and doesnt take all my sites down with it, maybe its the hosting fairys
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| Posted by Ben_G, 07-08-2007, 08:57 AM |
| Willow,
I'm sorry Ben does not work weekends he needs days off too. However he did advise us all that when you were on MSN trying to resolve your issue everytime you couldn't access our server you got signed off MSN and signed back on. There was definitely an issue with your ISP and you refused to contact them the whole time. Our server's firewall was not blocking you at all and you were even having issues when just downloading via FTP. I'm sorry you feel HostNine did not work out for you but there is no need to go around bashing us when you cannot follow through on contacting your ISP to try and troubleshoot your problem.
Travis did nothing wrong, even our customers in the forums are trying to tell you that. All Travis did was try to help you and you take it the wrong way that he's trying to insult you and make you look bad which is not it at all. When you try to download/upload from a server and your internet goes out that is an issue on your end not our end. We tried working with you but once again you refused to believe our response as it was not what you wanted to hear. I would also like to add that several customers replied to the thread on our forums stating they were on the same server as you and never have that issue with FTP or anything else on our server.
We wish you the best of luck with your new provider and hope this issue is resolved as there is no need to drag something out we're not at fault for.
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| Posted by James Daniels, 07-08-2007, 09:31 AM |
| Ummm, but the user said:
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| Posted by Ben_G, 07-08-2007, 10:08 AM |
| What does that have to do with it James? The user was trying to run a trace route and ran it to youriphere... that would not make their internet connection cut out and while they claim we were not on MSN the user kept disconnecting and reconnecting then never came back online. Please read what I said earlier when he would upload/download his Internet lost connection because when he said he was trying now so we could monitor the server at the exact time (with the firewall completely shutdown) they would immediately get signed off of MSN then come back a few moments later. How can our servers cause them to disconnect from MSN?
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| Posted by James Daniels, 07-08-2007, 10:16 AM |
| The user said his MSN cutting off was a one time thing. However you are saying everytime the user had a problem with your servers, his MSN disconnected.
Two completely different stories.
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| Posted by Ben_G, 07-08-2007, 11:11 AM |
| One time thing? Not sure how as every time it happened they signed off MSN. The MSN window kept going offline/online/offline/online at the exact times when trying to test.
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| Posted by willow1872, 07-08-2007, 11:12 AM |
| I did expect you to come on and try to whitewas over it, especially as you have already removed posts from your forum, something that other users have also complained about
Lets establish some facts here:
Firsly this was Friday, not on a weekend. I was disconnected once by my ISP during that time and it lasted a couple of seconds. I have already pointed that out and during the following 20 minutes i was able to continuously upload and download from your server without any problems but then it suddenly happened. As soon as it happened i was still able to browse the entire web apart from my account on H9. I then sent Ben the screenshot. As ive said already, this was on Friday. You say that Ben doesnt work weekends, how is it then that i received an email from him this morning which just stated "this has been cancelled", which refers to my cancelation email sent yesterday, absolutely nothing about the screenshot i sent which he asked for, just "this has been cancelled"?
Please read the forum thread, there was one person stating that while he did not have any facts about the case, he thought Travis had did nothing wrong.
I contacted my IPS immediately after talking to Travis, this has been stated here in my first post and also on your forums. My ISP agreed that because i could still browse any other website in the world, just not those on my account with you, that it must be something to do with you guys.
In fact there were other people who came forward in my thread at your forum who said they were experiencing the same problems.
I have no malice towards you, there was a problem with accessing my websites hosted with you and why you cannot just except responsibility for that i really dont know but trying to whitewash over a problem will not make you look good and neither does removing posts from your forum. Before you reply please have the decency to read the posts before hand as you are contridicting yourself and making yourself look stupid
And, as i have already pointed out, the problem doesnt happend on either Hostgator's or Vidahost's servers, only yours.
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| Posted by Ben_G, 07-08-2007, 11:51 AM |
| Please point out which post of yours we removed. We have no removed ANY posts from our forums besides spam.
Also I would like to add when this happened you wern't able to access our main domain hostnine.com either which leads me to believe it's a routing issue from your ISP to our data center especially since sometimes you can go 20 minutes without issues then all of the sudden you can't access our network. Once again I'm very sorry for the issues you had with the network but we really did try to help every way we could and I hope you can see that.
Last edited by Ben_G; 07-08-2007 at 11:58 AM.
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| Posted by willow1872, 07-08-2007, 12:10 PM |
| Again, you really should read before posting. I have said that i could access hostnine.com but not forums.hostnine.com.
It is impossible to point out something which is no longer there however there is a thread (or was because i havent been back today), started by another member discussing posts being removed in which i posted last week.
Unfortunately i cant because Ben started to help and then didnt follow up, instead he just didnt bother to respond to the information i gave him which he asked for.
Its fine, im with another host who doesnt have these problems so im happy but everyone else should know, especially potential customers, what has happened and how H9 have dealt with it, not to mention your quite funny posts in this certain thread
Good luck for the future and i hope you can sort your services out so this doesnt have to happen to anyone else.
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| Posted by drkadzija, 07-15-2007, 08:29 PM |
| In my opinion their service is very bad.
If you dicade they won't let you go.
They will be foolong around days,and maybe they will continue billing your credit card...
So be carefull with them
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| Posted by Ben_G, 07-15-2007, 08:38 PM |
| Do you have a ticket number about the issue you had? When it comes to canceling we always ask for verification so we can ensure the identity to prevent someone else from canceling your account.
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| Posted by willow1872, 07-25-2007, 11:35 AM |
| Which is why i always use my PayPal account and i wont join a host if they dont offer PayPal. Atlease then if you do cancel and they start messing you about then you can simply cancel the subscription
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| Posted by jeff21up, 07-27-2007, 10:08 AM |
| I am having exactly the same issue with this company, only been with them 2 months and this happens every day in the middle of working on the site!!
I have submitted many many tickets and always get told it is an isp issue when it is not. I have contacted my isp many times and it is definitely a hostnine issue but they will not admit to it. I have even had my members email me when it goes down for proof.
As has been said i can access any other sites on the net but my own. The support at hostnine leaves a lot to be desired and i am now at the stage where i am looking for another hosting company, they have been abrupt, rude on many occassions and quite often ignore my requests for help!!
Their final comment to me was "well no one else on that server has any problems"
Hardly helps me does it?
Steer clear
Jeff
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| Posted by jeff21up, 07-27-2007, 10:11 AM |
| To add
Submitted a ping and tracert to them
Both clearly showed errors
Ping 100% packet loss
tracert showed errors on their server
They responded by saying that
"nothing in the trace looks bad"
and
"An asterix in a tracert does not denounce a problem of any sort during the trace. Also a single time out on a ping is not something that really tells us there is an issue with the server. The server you are on is exceptionally stable"
I am no expert but if there is nothing wrong why did my isp tell me to do a tracert to prove where the problem lies
jeff
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| Posted by Mr. Obvious, 07-27-2007, 10:35 AM |
| Hrm.... seems to me as if hostnine didn't mention anything about you connecting to forums.hostnine.com
Maybe it's time for someone to face their own advice?
Ok.. by chance did you try to connect to another customers site on the server? Just because you can browse any other site in the world doesn't mean that your ISP wasn't having a connection burp to the H9 network.
Quite to the contrary. As I stated above, even if you were having connection problems it doesn't mean that you would be able to view the rest of the WWW. All connection providers have little burps here and there where they lose connectivity with a network provider.
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| Posted by willow1872, 07-27-2007, 01:35 PM |
| Was there a part of me being able to connect to hostnine.com but not forums.hostnine.com that you didnt understand?
So my ISP has a blurp on for the websites on H9 servers everyday at around the same times for the time i was with H9? So my ISP is being selective about who's servers i can connect to?...Its perfectly happy with Vidahost and Hostgator?
Please
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| Posted by Ben_G, 07-27-2007, 01:46 PM |
| Willow,
Are either of those hosts on the same network we use? No they are not, therefore it's obvious there is a direct routing issue between your ISP and the physical location of our servers. You couldn't access our website, nor can you access yours. Let me add that those reside on two totally different servers so it's impossible for a firewall or something on the server your sites were hosted on to stop you from accessing it. A single HostNine server as much as you would like to believe it simply cannot stop you from accessing the entire fastservers.net network.
Either way this issue was resolved weeks ago so there is no need to drag it on. Good luck with your new hosts and have a wonderful day.
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| Posted by willow1872, 07-27-2007, 02:05 PM |
| Firstly it wasnt me who continued the thread but rather your customers who were experiencing the same problems
Secondly you state that the issue has been resolved which would indicate that there was an issue to resolve after all
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| Posted by inpursuit25, 09-24-2007, 08:40 PM |
| wow sounds like im not the only one who was treated badly on live support...
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| Posted by pranalee, 09-27-2007, 01:07 PM |
| Yupe that's true .. aside from Hostnine's unstable server now it seems they're doing everything they can to not refund my USD 40.
I guess I'm not the only one.
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| Posted by utropicmedia-karl, 09-27-2007, 01:20 PM |
| eh boy...
good luck guys. Please keep the community updated.
Kind Regards,
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| Posted by Mikey this way!, 09-27-2007, 03:15 PM |
| Yeah thanks for the updates guys!
Howz it going with them?
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| Posted by pranalee, 09-27-2007, 07:38 PM |
| I've just filed my 2nd cancellation ticket with Hostnine. Now they ask for my last 4 digit of CC number ... let's see how this one goes.
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| Posted by bananko, 09-28-2007, 04:12 AM |
| Isn't that just standard practice?
(so someone other than yourself doesn't cancel your account if he/she found out what the password was)
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| Posted by pranalee, 09-28-2007, 04:23 AM |
| Yes, that part is fine, no problemo. It is a standard practice. I used the word "Now" in reference to the current progress.
Anyhow here's what they said:
===
Not done, sorry, your credit card is still not accepting refunds,
The referenced transaction does not meet the criteria for issuing a credit.
This is your bank declining it, not our processor.
==
My bank keeps saying that it is the merchant (Hostnine) problem and they they should contact their bank. I haven't got any reply from Hostnine after I suggested about the "VOID" thing - as in:
Q: When I attempt to process a credit card refund, I receive the error, "The referenced transaction does not meet the criteria for issuing a credit." What does this mean and how do I fix it?
A: Typically, this message indicates that insufficient time has passed since the payment capture, and thus a refund cannot yet be processed. You might try a "Void" instead or try the operation the next day. Contact your gateway provider if the problem persists.
http://www.nexternal.com/eCommerce/k...sp?Answer=1239
Also in ModernBill support: http://www.modernsupport.net/docs/mo...horize.net.htm
Q) The virtual terminal is not processing a refund?
A) You can only issue a refund on a transaction that has ALREADY cleared (settled) in Authorize.net. This is the most common cause for the following error messege:
>>
Code4: The referenced transaction does not meet the criteria for issuing a credit.
>>
So this is obviously not my bank issue. Anyone has a similar experience with this?
Last edited by pranalee; 09-28-2007 at 04:26 AM.
Reason: added ModernBill documentation link
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