Sucky service provider!
I’ve not been able to blog for the past two weeks. All my websites were down since Friday Nov 21st due to the prolonged downtime by my service provider (SP). It’s been the worst outage that’s ever hit me. Two weeks of downtime for headsteadi.com is not so business critical although that means my income generation through adsense were halted. It was my other online businesses such as balidriver4u.com that were impacted badly as i had lost so many potential customers.
On the first day of incident, the outage was intermittent and internet-webhosting.com were reachable and quite responsive in restoring the service. The following days, there was total outage. I emailed and called all of the SP’s available phone numbers but they remained incommunicado. When I checked the internet, apparently a lot of their impacted customers were frustrated as much as I was.
Five days of outage were impacting my online services badly. I wrote a complain to MCMC as follows:
| No. Rujukan Aduan Complaint Reference No. |
0438/11/08 |
| Tarikh Date |
2008-11-26 11:14:14.92 |
| Nama Name |
HERMAN ADRIAN |
| Alamat Address |
xxxxxx |
| No. Kad Pengenalan IC No. |
xxxxxx |
| Alamat E-mel E-mail Address |
headsteadi@gmail.com |
| Mobile (SMS) | xxxxxx |
| Telefon Telephone |
– tidak dinyatakan – |
| Faks Fax |
– tidak dinyatakan – |
| Kategori Pelanggan Customer Category |
Public |
| Jenis Perkhidmatan Type of Service |
WEBSITE/INTERNET » PLS SPECIFY/SILA NYATAKAN |
| Definasi Masalah Problem Definitionn |
COMPLAINT » NOT UNDER MCMC JURISDICTION » NOT UNDER MCMC JURISDICTION |
| Huraian Masalah Problem Description |
Dear Sir, My websites which are hosted under the said provider, internet-webhosting.com had been down since Friday (21Nov). Until today (26Nov) the provider failed to restore the service. I have opened a few trouble tickets (e.g: #GTN-453702, #IER-281569, #GVP-448467, #YDB-673546, #FPS-997596, #DVH-911238, #HVX-540433) but up to the time of writing this complain, the provider had failed to restore service. I have tried emailing and calling all their listed telephone numbers but they remained incommunicado To support my report, you can google http://www.google.com/search?client=opera&rls=en&q=internet-webhosting.com+down&sourceid=opera&ie=utf-8&oe=utf-8 and see the amount of complains and frustrations their customers have vented. I hope your goodselves could look into this matter and take appropriate action to internet-webhosting.com for failing to provide a good service as pledged in their SLA. Thank you in advance for looking into this matter. |
A few hours later, I received the following reply from MCMC.
from Saiful Azhar Johari
to headsteadi@gmail.com
cc Aduan SKMM
date Wed, Nov 26, 2008 at 4:12 PM
subject ADUAN WEBHOSTING
mailed-by cmc.gov.myRuj. Kami : SKMM(T)09-CCB/160/0438/11/08
Tuan
Setelah diteliti, aduan yang dikemukakan adalah di luar bidang kuasa kami untuk mengambil tindakan di bawah Akta Komunikasi dan Multimedia Malaysia 1998. Untuk makluman tuan, perkhidmatan hosting bukan di bawah bidang kuasa SKMM. Kami mendapati aduan tersebut lebih menjurus kepada perjanjian komersial di antara dua pihak.
Terima Kasih.
Yang Benar,
Saiful Azhar Johari
Biro Aduan Pengguna SKMM
Suruhanjaya Komunikasi dan Multimedia Malaysia
63000 Cyberjaya,
Selangor.Aduan Melalui Internet : http://aduan.skmm.gov.my
Talian Aduan : 1800 888 030 (8:30 pg – 5:30 ptg, Isnin -Jumaat)
Faks : 603 8688 1880
Emel : aduanskmm@cmc.gov.my
Laman Web : www.skmm.gov.my
There’s nothing else that I could do than wait for the sucky SP to restore their service, make backup copy of my sites and migrate to another SP.
from Fazli.M
reply-to support@internet-webhosting.com
to headsteadi@gmail.com
date Wed, Nov 26, 2008 at 3:11 PM
subject [#FPS-997596]: headsteadi.com DOWN SINCE FRIDAY
mailed-by internet-webhosting.comDear value customer,
Our management would like to request deeply apologize for things had occur for the past this few days. As we posted at our support base news: https://support.internet-webhosting.com/index.php?_m=news&_a=viewnews&newsid=66
This has been a major breakdown for us as the first time we are facing the long downtime in our business history. The delay to respond is due to all our tech personell is assign to Data Center to overcome the problem as fast as we can without delaying it any second.
Due to this unfortunate event, all of your servers are now has been relocated to new Data Centre at Cyberjaya due to so much problem with previous Data Centre. We hope this is the last unfortunate event occur to us and to every valued customers as we are doing our very best to overcome anythings happen recently and in the future.
We believe your websites and emails is up now, if you still having a problem please contact us.
Due to we recieved high amount of tickets, this reply will set to close to avoid confusion among our technical and sales sfaff,if you feel your issue is not resolve, PLEASE do reopen this ticket by replying this ticket.
Last but not least,again we are sorry for things had happen and the event is happen unexpected, we enjoy serving our customers even some problem/issue is not related but we try our best to satisfy our customer in all means necessary.
Thank you and Best regards,
Thank you for your continuous support and we would like to inform that we are taking every measure to ensure better services and greater customer satisfaction at all time.
_____________________________________________Fazli.M
Sales Executive
Internet-webhosting.com
Malaysia’s TOP 5 Hosting Companyhttp://www.webhosting.info
Ticket Details
Ticket ID: FPS-997596
Department: Technical Division
Priority: High
Status: Open
Point to take; at the time when they write this email to me, my sites were still down! So how can they claimed it was already up and running?
Lessons learned:
- Make more frequent backups rather than once a month, preferably whenever there’s new postings.
- Don’t put all your eggs in a single basket i.e. never serve multiple websites under a single service provider. When sh*t like this happened, it hits you really hard!
- Internet-webhosting is one of the most affordable Malaysian SP but they’re not the best so far. When sh*t like this hits them, they forgot about their customers because everybody was focusing too much on solving the problem. A piece of advise to the SP, next time please pick up the phone or put up an IVR message to keep customers informed. Setup emergency websites and keep your customers posted.
As I was writing this, I’ve moved my mission critical sites such as balidriver4u.com to a US-based SP for better resiliciency and support. My migration will be internet-webhosting.com’s lost. I may be their small customer but I normally stay loyale to the service I acquire. It’s a shame because I’ve been so comfortable to their service and the website’s control panel/admin user-interface but now I’m “forced” to move out.
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apsal tak raise Situation bro?
dah mintak raise, depa wat bodo!
You are getting me worried there bro’. I have tried a few Malaysian hosting and I agree their services are still yet below mark. Maybe small people like us don’t mean much to them. At one time I made a suggestion to at least SMS me when I forgot to renew my hosting on time. Their email could not reach me as I had just been transferred to Sri Aman and Internet was a problem then. Instead I got a lecture from one of their billing department for making such a suggetion and that smsing or calling their clients was not part of their service. Why ask for our phone contacts then when asking us to fill in their forms. I immediately hit back and told them I am a customer and I am merely making a suggestion. If they can’t accept it then something must be wrong with thier customer support. After that they were a little bit tamer with me…whew… the US based hosting providers are more customer oriented. Here I am trying to help our Malaysian hosting providers and they treat me like rubbish. i would have published their email like what you did here but …hell…Malaysians will be Malaysians…thanks for reminding me about this potential problem. I will see if my existing host providers have had any drop in ranking and start shopping for others.
deejay # welcome back. long time i don’t see you online. our Malaysian SPs are still doing badly because they are mostly bulk resellers. Some SPs I know are actually reselling service from other countries esp. from US. So far, Exabytes are doing well than others. Hopefully they can maintain their reputation.
Btw, try out hostmonster.com. One of the oldest and most reliable SP from the US. Only US$71/month. Got free coupons some more.
Ahh.. I am experiencing this with my current blog, cdason.com. Mines like every week, they have this ‘maintainece’ thinggy…
Anyway, I got a new domain with a new company, and I am planning to migrate all my domains to this server which I found is faster and gives more space…
Just crossing my fingers for a good deal. Still can’t afford the US based hostings. They charge by week.. Malaysians charge by year..hehe
Geess…i’ve been with Exabytes for 4 years, no problemo so far. In fact, every time if there is necessary maintenance or upgrade, they will email you and make a backup for you before hand.
Its packages are slightly more expensive than what other local hosting company is offering but worth every single cent you pay.
keemaxp # thanks for dropping by. yes, you’re right, they service is good. i hosted my tukanggambar.com at exabytes before i sold off the domain to someone else.
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