when using outlook, things are fine but mail() in php is acting up. I ran a dns report and here is what it said. could this be the problem? what should i do?
Domain mydomain.com has 2 mail-servers.
Checking mail server (PRI=10) mail.mydomain.com [208.70.160.19]
Mail server mail.mydomain.com[208.70.160.19] answers on port 25
<<< 220 mail.hsservers.com ESMTP
>>> HELO www.checkdns.net
<<< 250 mail.hsservers.com
>>> MAIL FROM: <dnscheck@uniplace.com>
<<< 250 ok
>>> RCPT TO: <postmaster@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <root@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <info@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <webmaster@mydomain.com>
<<< 451 temporary failure (#4.3.0)
Probably mail server does not accept mail for mydomain.com (received status 451)
Checking mail server (PRI=30) mail2.mydomain.com [208.70.160.20]
Mail server mail2.mydomain.com[208.70.160.20] answers on port 25
<<< 220 mail2.hsservers.com ESMTP
>>> HELO www.checkdns.net
<<< 250 mail2.hsservers.com
>>> MAIL FROM: <dnscheck@uniplace.com>
<<< 250 ok
>>> RCPT TO: <postmaster@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <root@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <info@mydomain.com>
<<< 451 temporary failure (#4.3.0)
>>> RCPT TO: <webmaster@mydomain.com>
<<< 451 temporary failure (#4.3.0)
Probably mail server does not accept mail for mydomain.com (received status 451)
Warning: file_get_contents() [function.file-get-contents]: php_network_getaddresses: getaddrinfo failed: Temporary failure in name resolution in /home/nnnnn/public_html/manga/update.php on line 2
Warning: file_get_contents(http://img2.domain.com/robot.php) [function.file-get-contents]: failed to open stream: php_network_getaddresses: getaddrinfo failed: Temporary failure in name resolution in /home/nnnnn/public_html/manga/update.php on line 2
It was working fine a week ago. I don't believe I changed anything major.
I have searched google and these forums for this error but nothing came up that was relevant to me as i have not changed any server configurations what so ever at all, have not done ANYTHING to my server accept use the wget command since i got the server.
When i type the urls in normal in a browser they work fine.
But now, Now matter where i wget a file from i get this error
Quote:
"Resolving www.xxxx-xxxx.com... failed: Temporary failure in name resolution."
Has anyone experienced this before? How did you resolve it?
how can i provide temporary urls for users on my server like [url]until the actual domain resolves? ive seen this done in with cpanel but i dont know how its done exactly. my current server does not have cpanel.
In Helm, how do I establish a temporary URL for a client to publish with FrontPage before flipping their DNS from their old host to the new one? I'm new to Helm, but I don't see the controls. My reseller support is DOA for the past 6 hours.
Is there a way to disable the temporary filename, for instance when I upload a file via ftp, the filename becomes .pureftp-24213421423. It returns back to the original filename when you abord the transfer or when it's completed.
Heres the thing, I purchased a domain today at 123-reg.co.uk
And well, I'm planning on creating a forum for this domain under another host. But I will be getting that host in a few months, since I'm going on vacation for 6 weeks and its unnecesary to already pay a host.
So I'm looking for a free host, that supports nameserver change. Because I wan't to have a temporary page with Coming Soon text on it and a contact form, so the host should be able to use php also. This is just till I'm back from the vacation and have the new host. Anybody knows a nice one?
Also another question, this is my first time using a seperate domain from host. Can I always change my domains nameservers? So that when I return from vacation, I can apply them on the new host?
When i do full backup and download this backup, plesk create a temporary file inside directory /usr/local/psa/tmp but after download finish this file is not deleted, and this is causing problem because i have a server with small disk space.
As the title says, 1 of the accounts on my server is getting the following error message - error number 0x800CCC79 server response 451 temporary local problem -
Yet other accounts on the server are sending and recieving fine?
what would cause this error? Its not tempory as its been 48 hours
I was hosted with these guys for well over 2 years, and was spending on average more than $2,000.00 a month for servers.
I had slowly grown to well over 10 boxes, and was definately on my way. then one day I get a spam complaint that one of my serves was casing complaints. So I checked it out, and asked for the complaints to be relayed so I would have record of it..... nothing.... I responded and even tried to call, but at that point they had sent me a tciket stating.
We have recieved well ofer 1000 spam complaints from a server you lease with us, per out TOS we are terminating ALL OF YOUR SERVERS, and you have 15 days to remove the data!
WOW... there was no ability to have them terminate that server, they simply said NO your account will be terminated (all of your servers) and you will be banned from The Planet!
When I tried to call they said your not allowed to speak with the abuse dept, again I tried contacting my account manager, and he said he checked into it and only saw a few complaints, and didn;t understand why they were doing this... In short I barely got moved over to another provideer before they shut me down completely..... They did however offer one course of action... you could turn your dedicated server clients over to us so they dont have to move! THEY ACTUALLY SAID THIS!
I at that point made the move and then they hit my credit card for another month well short of 20 days before a bill would even be due.. I had to file charges at the local courthouse to get this reversed.
My advice, if you host at the planet dont send mail. get another server provider for mail, these guys are *&^)(* and they don;t care about shutting you down no matter what you spend with them, on top of that they will try to scarf your clients up if they can, after they leave you high and dry....
Anyone else have issues like this with anyone else. I want to compile a list of providers that do business like this so I can avoid them.
Probably nothing new. Seriously, they're horrible and everyone here probably knows it. But... I'm ticked, so I'll add something extra to show how genius they are.
The problem is I can't seem to reach my website on godaddy. It appears as if the server is down. Both via the browser and ftp it fails.
Anyway, I could write a review but no need... I'll let the e-mail I sent them and their responses do the talking.
Okay, thanks for the information... I'm still humored that needing my pin is actual security considering it's listed on your website after I login. My password is way better security because it's never visible anywhere... anyway... based on the information you gave me here's what I have found out..
The first instance of me not being able to reach the website was around noon EST yesterday. Earlier that morning I was on the website and had logged in via FTP. After noon the website was no longer reachable. This is a test from one computer.
Around 6PM on a different network, the website was reachable from 3 different computers, including the one it wasn't reachable from earlier that day. About 30 minutes later the website became unreachable again. Attempts to reach it from all 3 machines failed.
This morning, I considered your response email and assuming the webserver is up like you stated, I decided to try another network. The website was up on that network. However, it is still down on the other two networks. It seems that the website works for a limited time on each network before something happens to keep the network from reaching the webserver.
Attempts at pinging the webserver all fail.
Doing a tracert to 2leet.com times out at the following: ....
so my server dies every day and requires human intervention to fully restart all service to have my site work properly. i suspect sigterm issues as it fails to restart all service as website is still down so i always have to reboot it.
Tried recompile apache with no success [Tue Mar 18 06:51:27 2008] [error] [client 203.160.1.39] request failed: erroneous characters after protocol string: If-Modified-Since: Wed, 21 Nov 2007 06:16:52 GMT [Tue Mar 18 10:03:18 2008] [error] Bad pid (7465) in scoreboard slot 16 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27848) in scoreboard slot 17 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27434) in scoreboard slot 18 [Tue Mar 18 10:03:18 2008] [error] Bad pid (30782) in scoreboard slot 19 [Tue Mar 18 10:03:18 2008] [error] Bad pid (7465) in scoreboard slot 16 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27848) in scoreboard slot 17 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27434) in scoreboard slot 18 [Tue Mar 18 10:03:18 2008] [error] Bad pid (30782) in scoreboard slot 19 [Tue Mar 18 10:03:18 2008] [error] Bad pid (7465) in scoreboard slot 16 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27848) in scoreboard slot 17 [Tue Mar 18 10:03:18 2008] [error] Bad pid (27434) in scoreboard slot 18 [Tue Mar 18 10:03:18 2008] [error] Bad pid (30782) in scoreboard slot 19 [Tue Mar 18 10:03:18 2008] [notice] caught SIGTERM, shutting down [Tue Mar 18 10:03:20 2008] [notice] mod_security/1.9.5 configured - Apache/1.3.39 (Unix) PHP/5.2.5 [Tue Mar 18 10:03:20 2008] [notice] Any You Like mod_ssl/2.8.30 OpenSSL/0.9.8g mod_perl/1.29 FrontPage/5.0.2.2510 configured -- resuming normal operations [Tue Mar 18 10:03:20 2008] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Tue Mar 18 10:03:20 2008] [notice] Accept mutex: sysvsem (Default: sysvsem)
just a 4 drive raid 5 array go down, this is hardware based, controller indicates a 2 drive failure.
It is possible to rebuild this array from the 2 good drives?
Thing is that drives come up fine in test system when testing in spinrite which show no problems, though only 2 show partition structure others just come up as empty!
I have had sporadic mysql failures. Cpanel/WHM successfully restarts it and I am notified via e-mail and text message, but I have yet to be able to determine what is causing the failure. From what I can tell nothing is logged ether by cpanal, mysql or the system about the failure.
My questions is can cpanel or mysql be configured to log what the issue is?
I have the max connections for mysql and apached limited to match the servers capacity.
I had a server built and it is now at the data center. It is working great.
I have a Raid 10 question concerning what would happen if one of my hard drives failed.
I have a 3ware 9550SX card. If one of my drives fails and I install a new one with it automatically rebuild on it own?
Someone I know mentioned to me that I need IPMI, KVM override B for it to do this and that I would also have to have software installed fore this to work.
Code: Linux nsa.nullbytehosting.com 2.6.9-55.plus.c4 #1 Sun May 20 10:11:05 EDT 2007 i686 i686 i386 GNU/Linux this is centos4.5 I believe.
and I have 5 ip addresses.
208.110.67.101 at eth0:0 208.110.67.114 at eth0:1 208.110.67.115 at eth0:2 208.110.67.116 at eth0:3 208.110.67.117 at eth0:4
my problem.
I cannot seem to get my dns working properly.
I am pointing my domain of nullbytehosting.com to ns1.nullbytehosting.com and ns2.nullbytehosting.com and of course , iuse godaddy, and ive configured that part properly.
Ive recently stopped using any control panel software, and started using ssh only.
I can access ns1 and ns2 . nullbytehosting.com just fine.
www. or just plain old nullbytehosting.com and its a no go.
options { directory "/var/named"; dump-file "/var/named/data/cache_dump.db"; statistics-file "/var/named/data/named_stats.txt"; recursion no; /* * If there is a firewall between you and nameservers you want * to talk to, you might need to uncomment the query-source * directive below. Previous versions of BIND always asked * questions using port 53, but BIND 8.1 uses an unprivileged * port by default. */ query-source address * port 53; multiple-cnames yes; fetch-glue yes; };
zone "." IN { type hint; file "/var/named/named.ca"; };
zone "localdomain" IN { type master; file "/var/named/localdomain.zone"; allow-update { none; }; };
zone "localhost" IN { type master; file "/var/named/localhost.zone"; allow-update { none; }; };
zone "0.0.127.in-addr.arpa" IN { type master; file "/var/named/named.local"; allow-update { none; }; };
zone "0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.ip6.arpa" IN { type master; file "/var/named/named.ip6.local"; allow-update { none; }; };
zone "255.in-addr.arpa" IN { type master; file "/var/named/named.broadcast"; allow-update { none; }; };
zone "0.in-addr.arpa" IN { type master; file "/var/named/named.zero"; allow-update { none; }; };
zone "nsa.nullbytehosting.com" { type master; file "/var/named/nsa.nullbytehosting.com.db"; };
zone "nullbytehosting.com" { type master; file "/var/named/nullbytehosting.com.db"; }; zone "enigmagroup.org" { type master; file "/var/named/enigmagroup.org.db"; }; zone "2020code.com" { type master; file "/var/named/2020code.com.db"; }; zone "megansblog.info" { type master; file "/var/named/megansblog.info.db"; };
logging { }; view test { }; /var/named/nsa.nullbytehosting.com.db
Code: $TTL 14400 @ 86400 IN SOA ns1.nullbytehosting.com. nullbytehosting.gmail.com. ( 2007031502 86400 7200 3600000 86400 )
ns1.nullbytehosting.com. 14400 IN A 208.110.67.101 ns2.nullbytehosting.com. 14400 IN A 208.110.67.114 mail.nullbytehosting.com. 14400 IN A 208.110.67.101 nsa.nullbytehosting.com. 14400 IN A 208.110.67.101 ftp.nullbytehosting.com. 14400 IN A 208.110.67.101 www.nullbytehosting.com. 14400 IN CNAME nullbytehosting.com. test.nullbytehosting.com. 14400 IN CNAME nullbytehosting.com. nsa.nullbytehosting.com. 14400 IN MX 0 mail.nullbytehosting.com. nsa.nullbytehosting.com. 14400 IN NS ns1.nullbytehosting.com. nsa.nullbytehosting.com. 14400 IN NS ns2.nullbytehosting.com. nsa.nullbytehosting.com. 14400 IN A 208.110.67.101 /var/named/nullbytehosting.com.db
Code:
$TTL 14400 nullbytehosting.com 14440 IN SOA ns1.nullbytehosting.com. psychomarine.gmail.com. ( 2007031601 86400 7200 3600000 86400 ) ns1 14400 IN A 208.110.67.101 ns2 14400 IN A 208.110.67.114 mail 14400 IN A 208.110.67.101 ftp 14400 IN A 208.110.67.101 www 14400 IN CNAME nullbytehosting.com. nullbytehosting.com. 14400 IN MX 0 mail.nullbytehosting.com. nullbytehosting.com. 14400 IN NS ns1.nullbytehosting.com. nullbytehosting.com. 14400 IN NS ns2.nullbytehosting.com. nullbytehosting.com. 14400 IN A 208.110.67.101 /var/named/named.local
Code: $TTL 86400 @ IN SOA localhost. root.localhost. ( 1997022700 ; Serial 28800 ; Refresh 14400 ; Retry 3600000 ; Expire 86400 ) ; Minimum IN NS localhost.
1 IN PTR localhost. /var/named/named.zero
Code: $TTL 86400 @ IN SOA localhost root ( 42 ; serial (d. adams) 3H ; refresh 15M ; retry 1W ; expiry 1D ) ; minimum IN NS localhost /var/named/localdomain.zone
Code: $TTL 86400 @ IN SOA localhost root ( 42 ; serial (d. adams) 5M ; refresh 5M ; retry 1W ; expiry 1D ) ; minimum IN NS localhost localhost IN A 127.0.0.1 /var/named/named.broadcast
Code: $TTL 86400 @ IN SOA localhost root ( 42 ; serial (d. adams) 3H ; refresh 15M ; retry 1W ; expiry 1D ) ; minimum IN NS localhost
and finally, here is a list of the files in the /var/named directory.
nsa.nullbytehosting.com.db nullbytehosting.com.db can someone please inform me of why this isnt allowing me to see nullbytehosting.com www.nullbytehosting.com or any sites I point to ns1.nullbytehosting.com or ns2.nullbytehosting.com
shows the default page I intend to see, however nullbytehosting.com www.nullbytehosting.com or anyhting like that doesnt exist.
A lookup on the dns tools website, shows alot of errors , that google isnt much help with. everyone has their own way, and none seem to put it all together and work properly.
[cPanel smartcheck] Possible Hard Drive Failure Soon
ATA Error Count: 1512 (device log contains only the most recent five errors) Error 1512 occurred at disk power-on lifetime: 11736 hours (489 days + 0 hours) Error 1511 occurred at disk power-on lifetime: 11736 hours (489 days + 0 hours) Error 1510 occurred at disk power-on lifetime: 11736 hours (489 days + 0 hours) Error 1509 occurred at disk power-on lifetime: 11736 hours (489 days + 0 hours) Error 1508 occurred at disk power-on lifetime: 11736 hours (489 days + 0 hours) ----END /dev/sda--
What do you advice me to do? ask the DC to change the Hard Drive or wait till damaged?
[root@rbi0407 ~]# ping www.google.com [root@rbi0407 ~]# traceroute www.google.com www.google.com: Temporary failure in name resolution [root@rbi0407 ~]#
[root@rbi0407 ~]# traceroute 209.85.129.147 traceroute to 209.85.129.147 (209.85.129.147), 30 hops max, 40 byte packets Unable to look up 91.194.90.1: Temporary failure in name resolution 1 91.194.90.1 0.219 ms 1.270 ms 0.197 ms Unable to look up 93.104.204.33: Temporary failure in name resolution 2 93.104.204.33 0.722 ms 1.703 ms 0.666 ms Unable to look up 212.18.6.110: Temporary failure in name resolution 3 212.18.6.110 0.637 ms 0.657 ms 1.110 ms Unable to look up 194.59.190.61: Temporary failure in name resolution 4 194.59.190.61 70.601 ms 69.473 ms 62.710 ms Unable to look up 66.249.94.86: Temporary failure in name resolution Unable to look up 66.249.94.88: Temporary failure in name resolution 5 66.249.94.86 2.048 ms 1.984 ms 66.249.94.88 0.705 ms Unable to look up 209.85.248.249: Temporary failure in name resolution Unable to look up 72.14.233.107: Temporary failure in name resolution 6 209.85.248.249 9.087 ms 72.14.233.107 9.363 ms 9.954 ms Unable to look up 72.14.232.203: Temporary failure in name resolution Unable to look up 72.14.232.165: Temporary failure in name resolution 7 72.14.232.203 8.672 ms 8.370 ms 72.14.232.165 10.434 ms Unable to look up 72.14.239.170: Temporary failure in name resolution Unable to look up 72.14.233.210: Temporary failure in name resolution 8 72.14.239.170 14.446 ms 72.14.233.210 12.574 ms 9.609 ms Unable to look up 209.85.129.147: Temporary failure in name resolution 9 209.85.129.147 10.858 ms 10.048 ms 11.172 ms
[root@rbi0405 ~]# traceroute www.google.com www.google.com: Temporary failure in name resolution [root@rbi0405 ~]#
The DNS ip still can be ping if i changed the hostname into numeric ip address
root@rbi0407 ~]# ping 209.85.129.147 PING 209.85.129.147 (209.85.129.147) 56(84) bytes of data. 64 bytes from 209.85.129.147: icmp_seq=1 ttl=55 time=9.56 ms 64 bytes from 209.85.129.147: icmp_seq=2 ttl=55 time=10.7 ms 64 bytes from 209.85.129.147: icmp_seq=3 ttl=55 time=9.79 ms 64 bytes from 209.85.129.147: icmp_seq=4 ttl=55 time=8.05 ms
However one of my server and still working on nicely with no problems
[root@rbi0419 ~]# ping www.google.com PING www.l.google.com (209.85.129.103) 56(84) bytes of data. 64 bytes from fk-in-f103.1e100.net (209.85.129.103): icmp_seq=1 ttl=55 time=8.26 ms 64 bytes from fk-in-f103.1e100.net (209.85.129.103): icmp_seq=2 ttl=55 time=9.48 ms 64 bytes from fk-in-f103.1e100.net (209.85.129.103): icmp_seq=3 ttl=55 time=8.05 ms
--- www.l.google.com ping statistics --- 3 packets transmitted, 3 received, 0% packet loss, time 1999ms rtt min/avg/max/mdev = 8.059/8.600/9.480/0.632 ms
[root@rbi0419 ~]# traceroute www.google.com traceroute to www.google.com (209.85.129.147), 30 hops max, 40 byte packets 1 gw.giga-dns.com (91.194.90.1) 0.323 ms 0.330 ms 0.396 ms 2 host-93-104-204-33.customer.m-online.net (93.104.204.33) 0.692 ms 0.789 ms 0.887 ms 3 ge-1-3-0.rt-inxs.m-online.net (212.18.6.110) 0.756 ms 0.830 ms 0.892 ms 4 inxs.google.com (194.59.190.61) 0.734 ms 0.746 ms 0.777 ms 5 66.249.94.88 (66.249.94.88) 0.740 ms 0.769 ms 0.663 ms 6 209.85.248.249 (209.85.248.249) 8.029 ms 7.998 ms 8.144 ms 7 72.14.232.201 (72.14.232.201) 20.406 ms 20.459 ms 20.498 ms 8 72.14.239.170 (72.14.239.170) 9.985 ms 72.14.233.210 (72.14.233.210) 9.721 ms 9.712 ms 9 fk-in-f147.1e100.net (209.85.129.147) 9.556 ms 9.277 ms 8.074 ms [root@rbi0419 ~]#
Anyway ticket has been issued to them and still waiting for reply.
Just curious if anybody else face the same problems as i didn't not play around with my DNS servers at all.
I am writing this message to share with fellow readers my sincere dissatisfaction and utter disappointment with the low standards and non-performance of customer service at 1&1.com. The following message is a copy of a feedback e-mail that I sent to 1&1 management after cancelling my Dedicated Server. I was a customer since 2005.
---- Dear Sir or Madam:
I am writing to provide you with feedback on my experience with 1&1, and the events and circumstances that led me to cancel my Dedicated Server Package (a "1&1 Managed Server III"). I have been a customer since 2005, and over the course of these past few years, have witnessed the gradual degradation of service, transparency, and accountability by 1&1 customer service and technical support staff.
I purchased a Managed Server because I wanted support personnel to administer my system, so that my business team and I could focus on building and developing content. We design and launch web sites and interactive communities focused around creative topics, and our sites are ultimately very successful and highly active. Upgrades of our server's operating system were often done reactively and late, rather than proactively and positively, at times exposing our server to security holes and performance inefficiencies. However, my real disappointment rests with how your customer service has been managed.
Over the past year, there were complete server outages that lasted several hours at a stretch. When I was aware of these, I would call the 1&1 Customer Service line, via the "dedicated server" 1-800 number that your company had established. What I received was an outsourced call center in India, with absolutely no ability to perform technical or quality maintenance on my server. The customer service representatives were marginally understandable through their thick accents, and were very clearly reading from a script. Their inability to think creatively and adapt solutions to the problems at hand is understandable, even if frustrating; but entirely unacceptable is the fact that, by their own admission on several calls over the past few months, the data center in the United States was unstaffed. Ordinarily, Tier-1 customer service escalates to live Tier-2 and Tier-3 technicians and admins; your customer service department, however, was left lodging help desk tickets into a system that, according to them, would not be checked in days.
In the latest episode, my dedicated server went offline on Friday night. Saturday morning, I was on the phone with your customer service personnel, who told me that the U.S. data center where my server was located was unstaffed on weekends and admins might not be able to get to my issue until Monday morning. They repeatedly offered insulting "scripted" suggestions as to why my server was offline ("perhaps it was my Internet Service Provider?", for example). Finally, they concluded that there was nothing that they could do - not even a remote-reboot, which is now standard in the industry (such as an APC-reboot). All in all, my server was offline for over 20 hours without explanation, with no clear accountability, and with zero communication. When I kept calling, demanding escalation, I finally got through to an admin in the United States, who managed to remote-force-reboot my machine. After I conversed with him briefly, he simply said he did not know why my server went offline.
Our Dedicated Server's system specifications were modest, but still competitive (a Pentium 4, 2 Gigs of RAM machine, with around 500 concurrent MySQL connections on a single site). Our site's system specifications, using out-of-the-box software that we licensed to run our site, should easily have supported thousands of concurrent connections before we needed to upgrade our system. Nevertheless, I specifically paid extra and purchased 1&1's "managed dedicated server" option because I wanted the extra care and attention to our business-critical web sites.
FEEDBACK ITEMS:
To improve upon your business, I recommend three immediate changes.
1. Train Your Customer Service Personnel.
Your Indian/Outsourced customer service appeared generally unfamiliar with both my package (they had to escalate several times, placing me on hold for over 20 minutes at a stretch, before they could conclude that I had a dedicated and managed server), and had been reading from an outdated script that left them uninformed and incompetent to handle even basic queries on system status, server and service readiness, and the functionality of my server. Furthermore, they were completely unsupported by not having any live technical team working during reasonable hours.
2. Staff your U.S. Data Center.
It is astonishing, and horrifying, to me that 1&1 is apparently selling any hosting services, much less dedicated/managed hosting services, on a data center that is apparently not staffed with technicians 24 hours a day, 7 days a week. In my situation, my business-critical server went offline for nearly 24 hours, and there was no one that either I, or your Outsourced/Indian Tier-1 customer support could escalate to in order to get accountability. Furthermore, there was no transparency: there is no number to reach a live human being on-site at the data center, and your Customer Service personnel seemed either unable or unwilling to ask questions to figure out if anyone was in charge on the ground. They concluded to me, on the phone, that the "technicians were home for the weekend". That is entirely unacceptable, and it operates on a level of non-performance that is shocking to me as both a business executive and an organizational manager.
3. Provide full-time, English-speaking, U.S.-based Customer Service.
Your call center in India was staffed with people who, quite frankly, were neither qualified nor competent to handle the concerns of your United States and European customers. When asked questions that deviated from the script that they were reading (you could hear them both typing and flipping pages to try and find the answer), they ended up placing me on hold for long stretches of time. There is zero innovation, and absolutely no adaptability by your customer service at this call center. When this scenario unfolds, there absolutely must be an immediate, Tier-2 customer service personnel that can promptly, professionally, and courteously handle the concerns of your customers, and they should do so in an intelligent, dynamic, innovative fashion. I am extremely patient and forgiving of outsourced and offshore technical solutions, especially since my business leverages a global model similar to most information technology consultancies. I can only imagine the number of clients that your user-unfriendly, backward, and mentally-atrophied customer representatives have cost you. The fact that they are the only customer support you offer before escalation to a (non-existent or absent) technical team is unacceptable, and speaks of a systematic failure in your organizational management and escalation hierarchy structure. Please, for the sake of your future customers, provide a full-time, intelligent, responsive, and communicative U.S.-based customer service team.
CONCLUSION
In closing, I want to reiterate my sadness at having come to the decision to cancel my 1&1 account and close all of my business with your organization. I have been a customer for nearly three years with your company, and have been very patient and understanding of the delays and mismanagement with customer service, especially since it seemed that in previous years, you had an attentive and present technical support team that would resolve matters promptly. However, after the past few months, I have witnessed the apparent absence of any service level agreement to respond to issues, queries, or escalations, the complete incompetence and mismanagement at your outsourced and offshore Indian call-center, and gross non-performance of your technical personnel and utter negligence of your support staff on the data center. Within a matter of moments, I was able to identify a major and large-scale competitor of yours that offered me an enterprise server solution at a U.S.-based data center that was staffed 24 hours a day, 7 days a week; a full-time U.S.-based customer service team that had guaranteed SLA's of responsiveness; and, professional management services for a comprehensive management solution -- all of this at a cost less than what you currently charge new customers.
The decision was one of the easiest ones I have ever made.
