Ticket support madness

[eamonn]

I have been with jaguarpc for a few years now. My domain was once hacked by anti bush hippies, once lost in config files and now i am being told i cannot access any of my sites (hosted on differnet servers) due to network problems.



I have opened a support ticket and been faced with the reply

The previous reply mean that we could pull up your domains from our end.
The issue you face is due to network problem. We have also tried to pull
up your domain using proxy servers from different part of the world , and it worked fine.Please check.
You could use http://www.surfola.com/ to check your domain.

i dont understand how this can resolve my problems.

whats happening???

[JPC-Greg]

Whats your domain? Basically the tech is saying its an ISP/routing issue that isnt affecting them nor any of the places they tested from. I'll check this here from home while I browse the boards if you let me know your domain.

[eamonn]

I have been with your guys for ages and not had a problem. i have not changed isp recently so i do not see how this could happen on my part.

[dkadave]

I can see the site. Check with your ISP with a problem with their network.

[G.Bloke]

Network issues can happen at anytime for any reason. Just because it hasn't happened before or because you haven't changed ISPs doesn't make you immune.

What support is saying is that the problem is outside their network ... they can't do anything about it. It's the internet equivalent of a traffic Jam down the road from your home, it's wouldn't be your responsibility to clear such a jam just so your friends can come over to visit.

I can reach you site, support can reach your site. Therefore the problem is either your ISP or a point on the network between your ISP and the Jag network.

[eamonn]

Originally posted by G.Bloke
Network issues can happen at anytime for any reason. Just because it hasn't happened before or because you haven't changed ISPs doesn't make you immune.

What support is saying is that the problem is outside their network ... they can't do anything about it. It's the internet equivalent of a traffic Jam down the road from your home, it's wouldn't be your responsibility to clear such a jam just so your friends can come over to visit.

I can reach you site, support can reach your site. Therefore the problem is either your ISP or a point on the network between your ISP and the Jag network.

well then thats a very grey area and i assume that when i pay for hosting ensuring the site is visible is included in the monthly fee. and this thread http://jaguarpc.com/forums/showthrea...threadid=10799

cries out to me saying there is a jap pc problem

[JPC-Greg]

Yes, that is correct. Your paying for us to host the site, keep the system secure, the network up, and so on. The site is visible so far to everyone thats checked. If you cant reach it when others can reach it then that says its up. The server is up, there is nothing with any of the services or our network.

We do not run the entire internet and can not do anything about a problem in some other part of the world that is causing a problem for a specific region. Though in those cases we do try to contact those providers to make sure they know they have a problem and see when the think it will be fixed.

That being said the change control was again not a problem with our network at all. Wiltel had a problem router that they were working on, people coming in on that route were temporarily rerouted around that router.

That issue was fridays news and long since resolved. The fact that this thread exists at all shows there are no network issues on our end.

[JPC-Greg]

Now if there is some specific server issue, perhaps packets from your home pc or within your isp range sent to the server caused the firewall rules to deny you access. Thats one thing I think could and should be checked at least to rule that out. If your reaching this forum but not your site then the network is up, you can access it, but your origin is being denied at some point from reaching the server.

[eamonn]

Originally posted by Jag

We do not run the entire internet and can not do anything about a problem in some other part of the world that is causing a problem for a specific region

i understand your point there but as you said i can reach your forums but not my sites. both of them, on differnet servers. very weird

i sent a trace route to the person dealing with the ticket and have not been contacted back yet.

I am merely frustrated. i am in the middle of a big deal with a client and they are coming to see me on monday. its now nearly midnight and i need to present them with my site and some other stuff. they are not computer literate at all and expaining to them about traceing routes acorss the internet and or firewalls will only piss them off. i just need my sites working.

i had my site down durring the week a little and it went down again, whereas these forums and the rest of your site is up. this made me think server issues and hence my frustration.

[eamonn]

Everything seems to be working now. i will try and get some sleep now!


thnx