Merged: neon

[prose]

I've been down for over a day. Domains AND email!

It says at the page:

https://secure.jaguarpc.com/support/...wonderdesk.cgi

that:

Neon and Gold are down for repairs and should be online this evening. We apologize for any inconvenience.

It says at the page:

http://www.jaguarpc.net/network2.php

that:

Uranium is down for maintenance beyond our control. The server should be back up by 6 P.M. CST. Platinum is also down for maintenance and backup data will be moved back over to this server shortly and put back Online. We apologize for the inconveniences.


The notation that "the server" would be back up by "6 P.M. CST" hasn't changed in a day and a half.

I check the news forum and lo and behold there's a note from 10:30 Thursday night acknowledging that Neon's been down all day and is still down.

After the server was down for over half a day, I posted a note to tech support at 12:20PM CST Thursday asking if any of this info is current or applies to me. I used to be one of the unlucky eagle users and apparently that means I'm on neon, but no one has ever told me that. I simply wanted to know if there was a problem with my account, passwords, DNS, etc, but not system-wide?!

So far no response, and no fix. Come on. I was very close to dropping Aletia when the buyout happened, but I figured I'd give Jaguar a chance. First they trashed all my domain mapping, which I didn't realize until I went to update a month or two later and found my domain name pointing to a different client's SITE! Then they said they'd fix it and didn't. Then I asked again and they finally got it cleaned up. Then Neon started acting up just like Eagle used to. Cheap is good, but not if your sites are going to be unstable!

It's just about decision time again.

---phil

[FishLab]

Now I found that neon.nocdirect.com is up and return normal page into browser. But an IP address of my account on Neon is not pinging from me. I found that my account (my resold account) available by http://neon.nocdirect.com/~username/, but, again,it is not available by IP that I have.

Hey, what about Neon? Please provide full information for all of us.
I make support ticket yesterday and modifing it today twice, but not have any answers yet.

Plase help.

[Jay Eff]

And the mySQL and control panels are now down

[Automile]

My site is finally back online after being down for 27+ hours, but I can't access my CP and I can't FTP. I get a "Page not found" error when trying to get the control panel, and a "User name or password invalid" message when trying to FTP.

Does it ever end?

Andy

[Smithcraft]

My website is up, but email sent to me is bouncing, and outgoing mail won't send because the system doesn't recognize my user name. No control panel for me, either. I can now access Webmail, but there's nothing in my inbox, when I know that the mailing list I'm on has sent a good 25 mails since yesterday.

Very, very frustrating.

[Jay Eff]

and mySQL is down

[EHG]

Apparently neon is back on-line as my site is back up. However unable to get to cpanel and when I tried to upload some files to my site via ftp I get a 530 error longin incorrect.

The SSH (shell) status on neon is red on the status page, although an assumption on my part I imagine this is causing the problem??

Since Jag is apparently inundated in support tickets at the moment there is no use in me sending in another and contributing to redundancy.

Therefore Les or Greg if you happen to be surfing the forums at the moment (noticed that you were just a few moments ago) perhaps you can let me know when this might be resolved.

I would assume resolution will occur without my participation, however if there is something that I need to do to gain access, I would appreciate the information.

Thanks

[EHG]

Hi Andy,

Originally posted by Automile
My site is finally back online after being down for 27+ hours, but I can't access my CP and I can't FTP. I get a "Page not found" error when trying to get the control panel, and a "User name or password invalid" message when trying to FTP.

Does it ever end?

Andy

DITTO I could have saved myself the trouble of writing a redundant thread if I had taken a little more time to read the forum - just noticed yours as I came back hoping for a response from Jag.

Does it ever end?

I don't think so. I'm beginning to accept it as the nature of the beast! On my more pessimistic days I sometimes think that this is all built in by mind-warped techies and programers with a peverse sense of humor who can only get their jollies by touring cyberspace and viewing their latest 'planted' catastrophe.

errrr perhaps I should change that pessimistic above to 'paranoid'. quack

[robreid]

FYI - My CPanel on Neon is accessible again. I have not tested FTP or MySQL, but I bet it's worth trying them again.

[prose]

I too am back up after 27+ hours, but I just got the first hard evidence that email sent to my accounts during that time bounced, rather than being cached. (I suspected as much since I didn't get the expected flood on my main one when the tap went back on.) It really is outrageous that there isn't a backup strategy to avoid at least the email bouncing.

[EHG]

I can get into cpanel also finally - but I still can't ftp any files which is what I would like to do.

will not recognize passwords - I even created a new ftp account in cpanel and seemingly it set it up but when I tried to access it - no go same 530 error -loggin incorrect -

Apparently just like Aletia it will be fixed when it's fixed and the way we will find out about it is repeated tries until it works - I've asked staff everyway possible for some input as have others and the response is no different then it was with aletia - they say it is and how hard they are working to improve things - but the nitty gritty is we get a couple of one liners in the news forum that really tell us nothing and when asked how long this is going to go on - I can't even get an I DON'T KNOW out of them.

Oh welllllllll!

[JPC-Les]

Here you go: I dont know.

If you have a ticket open they will get to it in the order it was recived. We want to fix your problems but we have to use some kind of order or it will be more chaotic than it already is. There are techS working right now on the opened tickets.

[prose]

You've got some nerve, Les, coming into this thread of people expressing that they've been in the complete dark for over 24 hours while their entire accounts, sites and email, were out, and given no indication when things will be fixed or were fixed, to say that interrupting your sequential 'system' to tell us when things are fixed would "be more chaotic than it already is".

[jason]

I believe he was referring to tickets being completed in the order in which they were received as opposed to hopping around every time someone makes a reference to an open ticket on the forums. If they were to do things that way they would have total chaos.

--Jason

[prose]

I didn't say they should work on tickets out of order, but it should always be a top priority to give users who are having trouble a reasonably helpful sense of status -- not an auto-response and then nothing for a day or two. Other ISPs have big charts with each server and each function with green/yellow/red status indicators. Here we're lucky if the status page isn't days out of date.

One of the most basic rules of tech support is that if you're always in crisis mode then you never get anything big resolved because you never work on any of the systemic problems, only the daily fires. They seem to have been in crisis mode for a few years now.

I appreciate your desire to be considerate to Les, but:

a) the post he responded to did not ask for resolution, it said "the nitty gritty is we get a couple of one liners in the news forum that really tell us nothing and when asked how long this is going to go on - I can't even get an I DON'T KNOW out of them," so what I heard Les saying was that responding to individual pleas for network status was an annoyance, which leads to

b) I was a bit harsh because I am, and I think many of us are, out of patience with being TOLD how not to complain rather than being apologized to, or better yet, getting good service.

I feel bad for the tech support people. I'm sure they're overwhelmed. But that's not my problem, it's theirs or their boss's. And though they're always friendly, they are too quick to pronounce a problem solved before making sure it's really is. I didn't sign on to do tech support for Jaguar. That's what I'm paying them for.