Incoming Support Requests/ Replies via E-mail Delayed Since Sunday
Our support system had inadvertently held back all incoming support requests sent in via E-mail since sometime in Sunday. While we thought we had cleaned out most of the support requests by the middle of the day today, we later found out that there were 100’s waiting to still come into our support queue due to a clog in the system. It appears as if they had been building up since sometime on Sunday and we have only received them to reply to within the last hour or 2.
If you have sent in a support request / reply since Sunday and have yet to receive a response, please do not write in again. We have the request and will be answering it as efficiently as our tech support personal can handle them. This DID NOT affect support requests sent in through our control panel.
NOTE: Replying to this blog post will not get your support request read any quicker, however if it feels good DO IT!
.
December 18th, 2006 at 9:42 pm
“This DID NOT affect support requests sent in through our control panel.”
I would have thought that the majority of support requests would be submitted via the panel.
Mark
December 18th, 2006 at 10:06 pm
Tat totally sucks! I was trying to figure out why it had jumped from 200 to almost 700…
December 18th, 2006 at 11:56 pm
Mark I did send support ticket through the panel, did dreamhost respomd! PA you got to be kidding
December 19th, 2006 at 5:26 am
Tea tree oil could fix it
December 19th, 2006 at 7:01 am
From my perspective, support have been ‘answering’ the emails submitted to ‘clear the back log’ in a fashion of ‘everything is okay from our end, check yours’ or suggesting that my html code has changed since the problem began!
Focusing on the problems and fixing them, is time better spent, than offering condisending replies and frustrating people into sending yet more emails.
December 19th, 2006 at 7:59 am
I don’t buy this. I sent in multiple requests via the control panel in some cases it took close to 24 hours to get a response.
In any case, our site has been brokes (unbearably slow) for over 70 hours now and Dreamhost has never fixed the problem. They’ve claimed to have fixed it four times but anyone who took just 1 minute to verify the fix would see that it was unresolved.
I’m at the point where I’m going to be filing a complaint with the BBB and switching hosts if this isn’t resolved this morning.
Signed,
One disgusted Dreamhost customer
December 19th, 2006 at 8:05 am
It does not seems as if you are responding to requests made through panel.dreamhost.com either. I send a support request message yesterday more that that all my e-mails are being returned as bad host (I am hosting business websites) which is unacceptable since our customers are unable to contact us.
December 19th, 2006 at 8:24 am
Re: James
Is the site in question the one linked to in your name? Cause I just checked it, and it consistently transmits and renders completely on my screen in less than 3 seconds from my office. That’s 107KB without the flash movie. Browsing the forums take about 3 - 4 seconds a page at about 50KB a page.
— http://www.lsxtv.com ping statistics —
4 packets transmitted, 3 received, 25% packet loss, time 3006ms
rtt min/avg/max/mdev = 83.985/84.209/84.441/0.186 ms
That’s over 12 hops from the middle of Canada.
Signed,
Just another anonymous guy on the Internet
December 19th, 2006 at 8:40 am
Just thought I’d throw in my 2 penneth…
I too submitted a ticket through the web panel regarding slow site speed early on Saturday morning, and didn’t receive a reply until almost 48 hours later, so it clearly DID affect panel-originated support requests.
The reply I received, like others in this thread, was incredibly unhelpful and dismissive. Despite explicitly providing a range of tests and anecdotal evidence as to the slow speeds of my site, the only response I got was “everything’s fine here”.
Far be it from me to “whine” about these things (and, yes, I *have* submitted yet another support request), but isn’t anyone else concerned about the apparent of inefficacy of support at the moment? The “you get what you pay for” argument cannot possibly apply here given that dreamhost used to provide an incredibly good service for the same money in the not-too-distant past.
Come on guys, you can do better than this!
December 19th, 2006 at 9:16 am
Anonymous guy..
Go to http://www.nmratv.com - when you watch any videos it buffers repeatedly..
December 19th, 2006 at 9:27 am
Re: James
You don’t have an A record setup for http://www.rmratv.com and right now rmratv.com is giving:
Site Temporarily Unavailable
We apologize for the inconvenience. Please contact the webmaster/ tech support immediately to have them rectify this.
error id: “bad_httpd_conf”
Also, at this time ns3.dreamhost.com. [66.33.216.216] is not responding, which may be causing some slowdown for some people. I dunno. ns1 and ns2 are good though.
If you haven’t, file a ticket for the ‘bad_httpd_conf’ error. THAT is definitely dreamhost.
December 19th, 2006 at 9:31 am
Sorry, I _was_ trying with nmratv.com NOT rmratv.com That was a typo in the POST only. *sheepish*
December 19th, 2006 at 11:37 am
Dreamhost sucks!
December 19th, 2006 at 11:45 am
This is so cool! I’ve always wanted to be able to optomize and fine tune my error pages!
http://www.banquetbuzz.com/error.php?error=1
December 19th, 2006 at 12:53 pm
I’m having issues at the moment logging into the panel.dreamhost.com.
The page is very slow to load, and after i enter my login info, it takes a while and then i see:
“The connection to the server was reset while the page was loading.”
December 19th, 2006 at 12:56 pm
I’m also unable to get into the panel right now.
December 19th, 2006 at 1:04 pm
something is wrong, I can’t get into the panel either and my dedicated server has gone offline.
December 19th, 2006 at 1:07 pm
Panel down
December 19th, 2006 at 1:12 pm
Is anyone having problems with comments on their blog? For some reason, people can’t leave comments on my blog. What bugs me is that I haven’t changed anything on my blog. Comments were working last night but not working today.
December 19th, 2006 at 1:22 pm
So a little before the panel went down, I submitted a support request through it. Didn’t get any sort of response from DreamHost. Is there any other “official” way to send a support request?
December 19th, 2006 at 1:22 pm
its just the “Ghost of Christmas Past people.”
:/
December 19th, 2006 at 1:26 pm
yep. panel is down.
December 19th, 2006 at 1:36 pm
What bad timing for the panel to go down, needed to change some whois info.
December 19th, 2006 at 1:51 pm
Panel down. Where’s the status update? ETA?
December 19th, 2006 at 1:56 pm
I hope the panel is up soon. I wanted to check my stats as I have recently been added to google’s index
December 19th, 2006 at 2:08 pm
I am in the process of leaving dreamhost and am suggesting that everyone else do the same. I am so fed up with their crap, they don’t deserve my business.
December 19th, 2006 at 2:19 pm
Panel is back up. Wonder what happened?
December 19th, 2006 at 2:59 pm
“NOTE: Replying to this blog post will not get your support request read any quicker, however if it feels good DO IT!” = awesome!
December 19th, 2006 at 4:15 pm
Why is it that just when an article starts getting popular something goes south?
gahhhh!
Support requests are in for me, and it’s weird that the logs are showing successful requests, though I can’t get anything but blank pages and requests to download php files.(which are blank). :\
December 19th, 2006 at 4:50 pm
Lol only 14 downtime events today for me. Long term hangovers?
December 19th, 2006 at 5:57 pm
I say - jimminy cricket bob your site has been fcked up for 4 days in a row - that sucks for you! AAAAHHAHAHAHAHA
December 19th, 2006 at 8:41 pm
well, i’m quite glad that my hosting expires next month =]
December 19th, 2006 at 9:31 pm
James:
Rocks for me. Download performance massively outstripping playback (in fact, 1/3 played, all video downloaded). Must have been fixed since then.
Ed:
Bye
PK:
I assume you’re going with Ed? A lovely couple….
DH:
It looks like you need to look at the tone of some of your support responses.
Guys (even you guys leaving) if you have examples of the emails that you found offensive or patently wrong, please find a way to report them so that they can be corrected. It’s the least you can do for the rest of us on the way out the door.
December 20th, 2006 at 6:01 pm
This seems like a pointless entrie for the DreamHost Status blog.. we wait a week for a response that in a nutshell just says “works here must be a problem on your end” time and time again this happens.
Why am i still here i ask myself.
December 23rd, 2006 at 6:03 pm
You know why it rocks for you.
Because I moved the video files away from Dreamhost and to Voxel.net - another hosting company. I’ve actually got everything but my e-mail moved to Voxel at this point. Voxel’s bandwidth and service has been top notch.
James
December 25th, 2006 at 11:07 am
Cool, informative and simple! That’s how it should really be! Webmasters, respect! I only wish that all website owners can realize that!
January 5th, 2007 at 2:12 am
Fantastic blog providing all the relevant information user wants. You may also visit at greeting card to know about American Express Gift Card. Thank you.v
March 17th, 2007 at 1:53 pm
excellent work
keep it up!
July 12th, 2007 at 2:53 pm
It’s very good article. Great site with very good look and perfect information… Thanks
October 25th, 2007 at 10:35 pm
Thanks you dreamhost for the great work done. Dreamhost Rocks!