As explained to you on the helpdesk, there were several issues here:
1) Your email was not working; you were sending live help offline messages, we replied to all of them repeatedly, yet you did not reply back. We finally found an old alternate email address you used, and managed to contact you there. As always, the FIRST rule of thumb is to make sure your email is working with our systems. Sending from gmail, hotmail or yahoo is usually a safe bet, since these services are used by many of our customers and known to work well most of the time.
2) You used outdated nameservers that were discontinued over 3 years ago!. We did send multiple newsletters, and announcements for accounts on the same server as you; most recently, there was a notice in mid-May when we noticed accounts like yours still using wrong nameservers.
3) There is rarely, if any, downtime with our services for that long of a period; the first place to check is our forums, at http://forums.polurnet.com, where other customers are present. If you don't notice anything, then the issue is 99% on your side. Typically, issues we've seen are firewall blocking rules, ISP issues, wrong nameservers and expired domain names.
4) Giving a misleading subject like "polurnet hosting down" is really silly, since we have more than 25 shared/reseller servers... not including dedicated server customers, VPSs, Windows Hosting, etc. In all likelihood, not all servers are down at any point in time, unless the whole world experienced a major catastrophe at the same time. In fact, our main site has had uptime of 100% over the past 6 months at minimum. So, surely no one else would be in the same boat unless they share the same server as you... again, based on the above, this was NOT the case this time
Hope this clarification helps. I'm sure the NP mods will soon clear this thread of all the misleading and generic comments now that the situation is really known.
Remember folks, if you are the OP, it is common courtesy to update the thread when your situation is resolved! This forum is not just for one-time complaints, you know...
Problem solved, although I am surprised I did not receive emails because the email address you had on file is my primary email address (and is hosted by Polurnet). The first email I received (on the nameserver issue) was when Polurnet sent an email to my alternative address.
Thanks for the speedy response time at NP (although I do stand by the title of my thread because my webpages were in fact down).
Yeap... Sometimes foruma are addition chanells for support
__________________ ServerPoint.com - a true hosting company offering online presence solutions since 1998 Web Hosting, colocation, dedicated servers, Virtual Private Server (VPS) hosting Wholly owned multi homed network, servers and facilities
Actually no, it's only part of the oPhire server (where our main polurnet.com happens to be routed) that isn't resolving properly at some worldwide locations. The server itself is working fine, however, there is a network issue with the datacenter that isn't routing secondary IP addresses properly to the server. cPanel/WHM are still accessible, and so as http://support.polurnet.com as usual to submit tickets.
Again, if you need to mention downtime on a public forum instead of a suppot ticket (which I still don't understand), at least clarify which server you're on... saying "polurnet is down for hours" is a totally incorrect generalization, and unfairly causes confusion with thousands of other customers on dozens of other servers that have sites working 100% fine. I'm not sure how many times I have to keep repeating myself with the same request, but I'll continue to do so until it's clarified.
No, not when we don't know what happened or who is affected. As mentioned, not everyone is affected by the issue, and network announcements are never sent by email unless you subscribed to our forum. We've been handling issues for years, and customers that have been with us know when issues are being worked on. Furthermore, all helpdesk tickets have been replied to.
No it's not silly actually. Your main site is down right now for people in California.
Potential new customer here. Been eyeing your reseller hosting as you've gotten rave reviews here and I just happen to have a ton of llll's I plan to develop.
I was literally going to sign up with you guys today. Had planned to go with you a few months ago but was waiting until my other reseller accts were full.
What's the deal?
Last edited by poker_bears : 06-23-2008 at 10:06 PM.
It appears the datacenter is having a major network routing issue for our main server, which is causing the appearance of downtime when trying to access our main site. We're of course fixing this.
It is silly because there is a major differentiation between who is affected ... currently less than 5-10% are affected by the issue, as most of our main shared/reseller hosting servers work perfectly. New customers are not placed on the same server where polurnet.com is routed anyway, so there is no correlation. Take a look at these third-party uptime stats for some of our servers:
So clearly, what I mentioned in few posts above is accurate. That's precisely why I have been persisting to make sure that customers (new and current) realize that saying "polurnet is down" is making an incorrect broad generalization
support.polurnet.com uses images from our main site, so since they don't load, the actual site doesn't load for a long time.
You may use the direct URL http://support.polurnet.com/kb/newticket.php for support. We are aware of the oPhire issue, so there's no need to send tickets about it now. We have about 45 open tickets now about the issue, so we are definitely working on it and I apologize for the inconvenience. Unfortunately, I've been working all night with the datacenter to fix this, and they still have not been able to.
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