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Author Topic:   ValueWeb Outage
Admin
Director
Posts: 12731
From: EvC Forum
Joined: 06-14-2002


Message 1 of 4 (468205)
05-28-2008 11:22 AM


Some members may have noticed that EvC Forum was out of commission from around 9 PM last night until 6:30 AM this morning. Sometimes our web server crashes and has to be rebooted, and so I assume that last night it crashed at around 9 PM.

Normally when this happens I just call ValueWeb and ask for a reboot, but last night:

  • No one answered any of the phones at ValueWeb. I let the phone ring for minutes and minutes and no one answered. The phone numbers I called were:

    888.846.5522
    800.522.1093
    (and one other I don't have written down here at work)

    No answer at any of these numbers. These are the only numbers I have for ValueWeb technical support.

  • It turns out there are other contact numbers that are actually for the owning company, Hostway, but I couldn't find those numbers because the ValueWeb website was down, and the Hostway site doesn't list the alternative ValueWeb numbers, or anything about ValueWeb at all.

  • The phone numbers above were still not working as of 6 AM this morning, this time I received a "network busy, please try again later" message.

When the ValueWeb site was finally up and I finally reached technical support through a Hostway number listed on the technical support page, the technician acted as if they were in no way responsible, things just happen. "Yes, we had a problem with our phone lines in Fort Lauderdale last night. No, I didn't know they're still not working. Yes, the ValueWeb site was down, too. I was here all night sir, I could have helped you if you had called. No, I'm sorry, I don't know how you could have obtained this number while our website was down."

When I searched the web for information about a recent ValueWeb outage I didn't find anything, and still nothing this morning, so it's as if a rock has been thrown into a pond and left no ripples. So I begin this thread so others having an experience similar to mine might find it and comment. Perhaps out of shared experience we might somehow influence ValueWeb to improve their technical support.

ValueWeb used to have a discussion board for dedicated server customers, and I would have posted there, but that doesn't appear to be around anymore.

Edited by Admin, : Typo.


--Percy
EvC Forum Director

Replies to this message:
 Message 2 by oldlace, posted 05-30-2008 3:07 PM Admin has not yet responded

  
oldlace
Junior Member (Idle past 4839 days)
Posts: 2
From: lehi utah usa
Joined: 05-30-2008


Message 2 of 4 (468585)
05-30-2008 3:07 PM
Reply to: Message 1 by Admin
05-28-2008 11:22 AM


My Site Has Been Down 3 Days and Counting
My site has been down for 3 days. I have been with ValueWeb for years and had a little trouble--but this is ridiculous! When I call, I get a menu option and once I am into customer support--nothing--dead air.
Has anyone else had success in contacting someone helpful? Is anyone back online with their site???!!!

This message is a reply to:
 Message 1 by Admin, posted 05-28-2008 11:22 AM Admin has not yet responded

Replies to this message:
 Message 3 by Percy, posted 05-30-2008 6:06 PM oldlace has responded

  
Percy
Member
Posts: 20398
From: New Hampshire
Joined: 12-23-2000
Member Rating: 4.7


Message 3 of 4 (468606)
05-30-2008 6:06 PM
Reply to: Message 2 by oldlace
05-30-2008 3:07 PM


Re: My Site Has Been Down 3 Days and Counting
Well, obviously this site is back online, and has been online for several days now, but you sound like you're having the same experience I had last Tuesday. No one at ValueWeb is answering the phones.

I've been having reliability problems with my site, still tracking that down, but that means I've had to call for a reboot both yesterday and today, and both times I called ValueWeb dedicated support and got through without any problems. This tells me you're not using the same number I am. Do you have a shared server or a dedicated server? If shared, since this site uses a dedicated server we're calling two different departments.

If you are shared and you can't reach customer service through the shared customer service number, then I suggest calling 888.846.5522, which is the number for ValueWeb legacy customers for dedicated sales and technical support. I don't know that it matters whether you get sales or technical support, but once you reach a live human being you can describe your problem.

You might also try the Hostway dedicated numbers, which are 800.308.1522 and 888.494.3941.

Three days is just way, way too long, almost unbelievable!

--Percy


This message is a reply to:
 Message 2 by oldlace, posted 05-30-2008 3:07 PM oldlace has responded

Replies to this message:
 Message 4 by oldlace, posted 05-31-2008 11:50 PM Percy has not yet responded

  
oldlace
Junior Member (Idle past 4839 days)
Posts: 2
From: lehi utah usa
Joined: 05-30-2008


Message 4 of 4 (468726)
05-31-2008 11:50 PM
Reply to: Message 3 by Percy
05-30-2008 6:06 PM


Re: My Site Has Been Down 3 Days and Counting
Percy,
You're a lifesaver! I was able to contact a "live person" with the numbers you provided. My site is back up, however, ValueWeb-Hostway is now having problems with receiving files through FTP. The message, when you call, indicates they are aware there is a problem and they are working on it. I'm wondering if they will ever get their act together. In any event, thanks again for the numbers--I will keep them handy the next time the site goes down, which I am sure it will!

This message is a reply to:
 Message 3 by Percy, posted 05-30-2008 6:06 PM Percy has not yet responded

  
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