Account configuration

[todd]

I am having terrible problems and I'm not getting any resolution.

I opened a reseller account and I am now convinced the account was not set up correctly.

According to the reseller description, two name servers should have been set up. They were not.

I have since found out that I should have access to "whm" but I do not.

I opened another, resold account under the reseller account. There are no name servers to use for this account. This account is now dead in the water.

I've been told, in different responses to the same ticket, to *BOTH* use ns.jaguarpc.net and ns2.jaguarpc.net AND ns.<mydomain>.com and ns2.<mydomain>.com as the name server.

Of course, the problem is that neither ns.<mydomain>.com and ns2.<mydomain>.com exist.

I cannot create them. Every support ticket comes back with a different answer. And now, they said they're going to forward it to sales! SALES!?!?!?

In my reseller account, I have access to <domain>.com/cpanel using my billing id as userid. I have access to the main jaguarpc billing and support page using my domain name as id. I have no access to anything called "whm". If I try to go to <mydomain>.com/whm, I get the http authentication box, but no combination of IDs will work.

I'm really starting to think it was a mistake coming here.

This should not be happening, and even if it does, it shouldn't take two days to get it resolved.

So, if there's anyone out there, I need resolution to tickets 2019082, 2019052, and 2019084.

Is there any way to escalate this? I AM DEAD IN THE WATER HERE.

[Vin DSL]

Originally posted by todd
...If I try to go to <mydomain>.com/whm, I get the http authentication box, but no combination of IDs will work.

Have you tried <mydomain>.com:2086 ?

[todd]

Yes, I've tried :2086 with same result. No access.

I've also tried explaining it at least four different ways through support tickets with ever more creative misunderstandings.

But I'm right, right? As a reseller I am supposed to be able to access

http://www.mydomain.com/whm
which resolves to
http://www.mydomain.com:2086

And I am also supposed to have name servers configured for my account, correct?

[todd]

Which ID is supposed to work for that page? Is it the ID I use to access .../cpanel or is it the ID I use to access the Client Login on http://www.jaguarpc.com/?loc=default

[Vin DSL]

I'm NOT a reseller, so I don't know that much about it. Sorry!

Out of curiosity, can you post in the Resellers Forums?

http://www.jaguarpc.com/forums/forum...?s=&forumid=35

That would be the place to ask these questions. Regular clients, like me, don't have access there...

[todd]

I can't read or post there either.

I think they totally screwed something up with reseller plans when then went from these v-plans to the giga plans.

I can just imagine the nightmare that's going to happen when I have to cancel (and park) my <mydomain>.NET domain but keep my <mydomain>.COM (same name, different TLDs).

For some reason, the same billing username was generated for both, but at least they're on different machines. The .NET domain is on atom and the .COM domain is on panther.

Still, with all I'm going through just trying to resell one simple account, I'm having nightmares about that one.

I'm getting very discouraged.

You know, I understand things can go wrong. It's the nature of the business. Things go wrong for me too.

But this is a serious problem and I would hope that someone *ANYONE* at tech support would at least TRY to understand the problem. I've explained it four times now in ever simpler language.

The last reply said:
"Please let us know the exact problem you are facing. Do you like to create the accounts under your private name server. Please conform."

And this was after four previous replies (and two other tickets) explaining *exactly* what the problem is. In words even simpler than I've used here.

The host I'm leaving is AWOL and this place was recommended to me, so here I am.

I still have three more resold accounts to move here from my old host, and there's at least two more that I've put on hold until the change of hosts is all sorted out, but if this is what it's going to be like, I can't in good conscience put my clients here. They'd have my hide if their sites disappear for two or three days like this one has. At least this resold site is one that I own that is not critical to my business.

I'm also trying to put together a response to an RFP that will involve at least two dedicated servers and possibly a third. Now, that business is far from a sure thing (I'm up against at least three other bidders that I know of and possibly more), but the recommendation for a host has to go into the response. This whole experience is causing me some serious doubt about recommending Jaguar for this. (That, and a call to sales that was never returned, an unrelated, but discomforting thing.)

I appreciate that tech support gets back to you in a timely way. I *REALLY* appreciate that. But I would hope that once they do get back to you, it would be to resolve the issue in some way, not to start some sort of runaround, and that seems to be what's happening.

Is it because it's Saturday? I even sent my phone number for them to call me to get this straightened out, but from some of the grammar used in the replies, I'm starting to wonder if tech support is somewhere in Bangalore.

To be fair, the resold domain now resolves correctly, so the immediate crisis has passed. But it doesn't solve the problem. I have a feeling (although I haven't been told) that they manually "stuck in" the domain into the name servers. Certainly I didn't do it, since I have no WHM. But the names servers are ns.jaguarpc.net and ns2.jaguarpc.net. That's not what they're supposed to be for resellers. They're supposed to by ns.ME.com and ns2.ME.com. When I try to create the other resold accounts, I'm going to run into the same problem and the sites will be down for days unless this is fixed.

I'm rambling. But I'm very frustrated and not at all happy.

[jason]

I think that JPC uses outsourced support during non-business hours, so that may be part of the problem. I'm not a reseller, but I know that resellers are supposed to have their own name servers. They probably have to be set up manually. When did you open the account? If it was over the weekend you may have to wait until sales comes in on Monday to get it fixed.

I don't know anything about WHM or how or where to log in to it. However, for the clients section, I know that your username is generally the the domainname of the first domain you set up here. If you host multiple domains with JPC, you'll only have one client section login. To get access to the reseller section of the boards you'll need to PM Jag and ask for it. It isn't set up automatically.

I hope your problems are resolved soon. JPC is really a great host to be with. I'm sure you'll start to feel that way once these initial problems are cleared up.

--Jason

[prattboy]

I'm fairly certain that WHM access is not included with reseller account at this time, although there had been talk of adding virtual private servers (VPS) for resellers in the near future that would allow WHM access.

As for the nameserver issue, sales creates the personal nameservers manually, I think. They'll give you the DNS information you will need to register the nameservers with your registrar (don't worry; there usually isn't a fee, but it will depend on your registrar)... the bad news is sales is not in on the weekends so they won't be able to help you continue the process until Monday.

To get access to the reseller forums, just PM a moderator on this board and he or she will grant you access.

[todd]

My main reseller account has been open for several weeks. Then, as my resold accounts expire at my old host, I'm moving them here. This was the first one to expire and it's been a disaster.

One of the support tickets asked me for my "whm information", so it must be included.

That ticket also said that when I resell an account, I am supposed to create an entry in my name servers. (Why it's not automatic, I don't know, at my last hosting service, it was automatic.)

He said that assignment is done via WHM.

WHM is also the thing that gives me access to my resold client's CPanel so I can fix problems for them. Without that, there's nothing I can do to straighten out any trouble they've gotten themselves into. And if it's trouble that takes three or more days to fix (like this has) that's unacceptable.

Which, of course, I can't log into. And even if I could, I can't assign a domain to name servers that don't exist.

I would assume (and I could be wrong) that the name servers are created by Jaguar since I'm certain, they are just another name for the ns.jaguarpc.net and ns2 name servers (that is, they will resolve to the same IP).

If that's the case, all they need to do is set up some host names for my domain with A records for ns and ns2 pointing to ns and ns2 at Jaguar. Yes?

There was no mention of having to call sales separately (at a non-toll free number, I might ad) to get an account set up. There was no e-mail telling me I had to do anything else.

I actually did send an (unrelated) message to sales asking about dedicated servers, but no one has ever returned the message or my call.

[Connie]

Todd,

I'm not a reseller so I can't help with most of your questions.

Based on all you post it looks like you moved the sites at the last minuet. It take days for DNS issues to resolve which have nothing to do with Jag. Sites should be moved days or weeks in advance. When everything is working right then change the name server information at your register for that site. Over the next 24 to 72 hours or maybe more some people will be directed to the old web site and some to the new web site. You should not deleate the old site until you are sure the DNS has fully propagated throughout the Internet.

To access a site prior to the name resolving you would need to use
http://ISP:2086/~username or something like that unless you purchased a dedicated IP when you signed up.

[todd]

Thanks, but you've misunderstood the problem as well. I'm very familiar with DNS propagation, I've been doing this for years and years. At last count, I think I'm now on my third or fourth host for this site alone. I've done this many times and I know what I'm doing.

The point you're missing is that there is no name server to change it to. They don't exist. I couldn't change them then, because they didn't exist. I can't hange them now because the still don't exist. Someone in tech support put in the records into jaguar's name servers BY HAND, after submitting several tickets.

But A HA! I see that someone has just granted me access to :2086 (a/k/a whm), something I was unable to do yesterday.

There doesn't seem to be much but branding there. And no way to configure name servers. There's also no way to access my client's CPanels, but if I'm ever granted access to the reseller foruns, maybe I can get an answer there.

This is what a WHM control panel should look like (this is from the host I'm leaving):


This is what the Jaguar WHM looks like:


Notice the the difference?

[JPC-Greg]

Resellers do not have WHM access, the new tech is mistaken. They may have been referring to whm being the place where they should be fixing this dns/name server issue for you.

I'll look into it.

[jason]

Excuse me for being a little bit forward here, but shouldn't you have checked to make sure you had access to everything you needed before you started moving sites to this account? Personally I would have made sure my nameservers were resolving and I had access to WHM before I tried moving my first site.

As for name servers, there is a bit more configuration necessary than just adding a couple of "A" records. Even though your servers would be running on the same physical machines as JPC's servers, every nameserver must have a unique IP and there is a bit more DNS configuration that needs to be done. Regardless, this is fairly trivial stuff and should have been set up when your account first was. You shouldn't need to call sales for anything, but since things obviously didn't go quite right with your setup, maybe you should now.

I don't mean to be argumentative, but complaining here isn't going to get you anywhere. JPC support rarely browse the boards these days, so its really only other hosting clients that are hearing you. We can help you out to some degree, drawing from our experiences, but we can only give you advice, we can't solve your problems.

--Jason

[JPC-Greg]

Am I worng in saying there is only one issue here? dns/name servers ?

This is not an issue you should be having so much toruble with, I apologize for that.

PM me with your reseller domain and any open tickets you have.

Youll have to register your name servers before you can use them, in the meantime you can use ns.nocdirect.com and ns2.nocdirect.com for your client sites . Once your name servers are registrered at your registrar you can use them for all of your sites.

[todd]

Thank you for getting back to me.

There are actually two issues. All details have been sent via pm.

Again, thank you. I hope this gets fixed shortly, the first of my client's domains expires at the old host tomorrow (Apr 6).

Thanks again.

t.