Cannot reach any service

[maximoto]

Just set up my VPS account a couple of weeks ago.

My server has been down for hours. I thought monitoring was included (as per site).

I opened a ticket around 2 hours ago and it has not been acknowledged that I am having problems.

the ip is pingable.

* I cannot SSH into it. I get connection refused.
* I cannot login via WHM
* None of the test domains on the server are reachable
* FTP - no passwords work (pre-existing profiles in program).

I cannot reach anything on the server.

It is as if the services were wiped clean or something. I was attempting to login today as I had just completed the hardening and was getting ready to move live (not test) domains over.

I guess I am at the mercy of waiting for support to acknowledge that I am having problems.

So it has been a couple of hours since I opened my ticket, live chat is offline....

Since I am new to the vps account...any advice on how to get this expedited or resolved?


Ironically, I am moving from another provider for poor support response time.

[Frank Broughton]

I have never had a ticket take that long to answer... hmmm. Have they answer it yet?

[maximoto]

I have never had a ticket take that long to answer... hmmm. Have they answer it yet?

Not yet. They did answer once an hour and a half ago. But it just said that they did not see a problem.

[Connie]

I've been here a few years. Normally you will get an auto response e-mail within minuets to submitting a ticket. Then you will get a second response after a tech has worked on a ticket.

If your still having a problem, after being told there is no problem, you need to follow up on the ticket. Don't open anew ticket for the same problem.

I would give support a rating of 9.5 + on a scale of 10. Sometimes there are glitches. It's really unfortunate when your new, and don't have the background with Jag that I do.

[maximoto]

I iresponded almost immediately when they responded with their initial statement that the server was up.

At least now the ticket is "assigned".

This is the second issue since opening the account. I have had an issue where email was not being sent out. It took nine ticket responses, multiple live chat sessions and multiple days of them telling me that the problem was resolved and pointing the finger at me at times when it was a firewall issue.

So my recent experience is not good.

I also must add that the reason why I opened the account is that I have had a shared account with EXCELLENT results since 2004.

I have not given up yet....but I am very frustrated.

Thanks.

[maximoto]

Update:

They responsed again to say they do not see an issue...am I still having an issue.

I provided some passwords this time (that do not work) as requested. So hopefully they will be looking into resolving this issue.

I really was hoping that JPC would acknowledge a problem sooner than this.

[Vin DSL]

What's the URI... or am I missing something here

[maximoto]

What's the URI... or am I missing something here

I am not sure that I understand your question.

[Vin DSL]

I am not sure that I understand your question.

What is the URL of the site in question?

Many times, LOOKING at a problem, is better than talking about it!

You have taken your problem out of the realm of Tech Support, and asked seasoned veterans in these forums for an opinion. The thing is, for all 'we' know, it's a problem with your PC, or your ISP.

So, what I'm asking you for is a link to the affected site, so 'we' can run some diagnostics against your site, such as checking for DNS probs, and so forth. Otherwise, 'we' are all in the dark, sans your description[s]?

If you gave a link, my apologies! But, I didn't see one scanning this thread -- in your profile, et cetera...

[maximoto]

What is the URL of the site in question?

Many times, LOOKING at a problem, is better than talking about it!

You have taken your problem out of the realm of Tech Support, and asked seasoned veterans in these forums for an opinion. The thing is, for all 'we' know, it's a problem with your PC, or your ISP.

So, what I'm asking you for is a link to the affected site, so 'we' can run some diagnostics against your site, such as checking for DNS probs, and so forth. Otherwise, 'we' are all in the dark, sans your description[s]?

If you gave a link, my apologies! But, I didn't see one scanning this thread -- in your profile, et cetera...

I did not include a link as the domains being down is just one symptom. I cannot access anything when I go directly the whm/cpanel/ssh, therefore...the problem is not with the domains. I attempted the other tests from many other locations including running all tests availalble through hyperspin. Since hyperspin checks from 10 different locations around the world, I always go theire first to verify that something is down.

There is 0% chance that is my PC
There is 0% chance that it is my ISP
There is 0% chance that it is my registrar

(FYI: I recently retired from the ISP/Hosting business myself..so I make sure to run as many tests as possible prior to contacting support).

I do appreciate your assistance.

Thanks.

[Connie]

In your case I suggest you PM Greg (Jag) Or Masood your ticket number.

[maximoto]

In your case I suggest you PM Greg (Jag) Or Masood your ticket number.

I just may do that. Good suggestion. It is sad that I have to though.

[JPC-Masood]

I did not include a link as the domains being down is just one symptom. I cannot access anything when I go directly the whm/cpanel/ssh, therefore...the problem is not with the domains. I attempted the other tests from many other locations including running all tests availalble through hyperspin. Since hyperspin checks from 10 different locations around the world, I always go theire first to verify that something is down.

There is 0% chance that is my PC
There is 0% chance that it is my ISP
There is 0% chance that it is my registrar

(FYI: I recently retired from the ISP/Hosting business myself..so I make sure to run as many tests as possible prior to contacting support).

I do appreciate your assistance.

Thanks.

Please PM me your ticket #

[maximoto]

Please PM me your ticket #

Info sent. Thank you.

[JPC-Masood]

Your ticket has no diagnostic info. Please copy/paste traceroute result and your remote ip address:

http://www.jaguarpc.com/support/kbas...n=list&faq=694

in that support ticket.