Sorry, I should have warned you: Pingdom’s data will cause host dissatisfaction!
I haven’t had a single day without at least a minor disruption for about 10-15 days now, which seems to coincide with DH’s attempt to revamp their network.
As a followup, I received to replies from support recently:
[quote]First, I apologize for the use of a mass message to answer your support request, if your questions have not been answered please do not hesitate to let us know. We will be here to help.
We had been experiencing an outage for some customers whose services communicate between two data centers. The problem has been identified as a configuration mismatch between the routers those data centers. Once identified, this was quickly resolved by our Network Engineering team.
As we continue our Network Improvement Series, we will be adding this to the checklist of items to be checked and double-checked to ensure this type of issue does not happen again.[/quote]
So they did finally own up to some of the problem. My setup with Pingdom will report downtime if the site is reachable but the DB is not, which seems to be responsible for about 30% of the downtimes.
Note the traditional ending: we’ll make sure this never happens again. That’s become almost comical lately.
As for the connection issues, after initially blowing me off and claiming Pingdom was reporting false positives, I provided them with more concrete evidence including changing my Pingdom password so that someone from DH could log into my account themselves to get as much data as they needed. I use Google Analytics and frequently have the real-time stats open in my browser, especially if I know that someone is going to be using it with a class full of students (which can show up as a constant stream of 100+ clicks per minute for 20 minutes at a stretch). The clicks will disappear at the same times that Pingdom report downtimes. The logs show this stark drop off as well. I personally check and witness many of these outages. This is why I’m so infuriated that Support can just ignore the problem and claim that Pingdom is giving false positives.
Anyway, their response:
[quote]Since we weren’t able to replicate the issues you’re having on our end,
we’re going to move your account over to a new server entirely.[/quote]
Ok, great, so maybe they can ensure that my server will be in the same data centre as my database (which would seem only logical and has been a source of some outages as of late). When I inquired about that, I got this reply:
[quote]My apologies, I hadn’t realized you were wanting to move it to the same
datacenter as your database.
your sites are currently being moved to the “applewood” server (in Irvine
data center), while your databases are on “inki” (in our LA datacenter).
I suggest you perhaps just monitor your sites after the DNS propagates
and see how they perform.[/quote]
This is a stunning response! They know that this configuration causes errors and they claim to be consolidating servers and DB servers within the same data centres to avoid this issues (some details here). So what is DH’s plan when they know that my configuration is fragile? Oh, well, just watch it and see what happens.
Unbelievable. Simply unbelievable. For a company which has the gall to claim 100% uptime, which they, and the rest of the hosting world, knows in advance that they simply can not provide, it’s shocking to see such a nonchalant attitude to documented uptime of only around 99.4%. Which hosting company would advertise that? Which hosting companies actually stoop that low??
Oh, and I’ve just read one of the automated replies a little more closely:
[quote]WHOOPS! We noticed you included an attachment with your email! We
cannot accept email attachments… if there’s a file you’d like us to see,
please upload it to the web somewhere and re-send your message with the
URL to the attachment! We’d greatly appreciate it![/quote]
So apparently about half of the data I’ve been sending them has not even arrived although it was referenced in my messages (i.e. see the attached screenshot). This is flabbergasting on so many levels.
One, it shows that they are not even reading what I write, just skimming for some key words. Two, if they are reading it, they aren’t sincere enough to care that I’m trying to send them all the data they need because they dismiss my claims as being false positives without more evidence. And three, if you primarily provide support by email and you don’t accept email attachments, then shouldn’t you provide a *%$!ing service to upload attachments yourself rather than asking your clients to upload it somewhere??? DreamHost, you are a hosting company, right? That somewhere should be your service! You accept attachments from the panel, but the only way to follow up on an unresolved issue and maintain the previous conversation is via email. But you don’t accept email attachments???
Ok, I’m boiling over with rage now. This is farcical. The dream is just about extinguished, DreamHost. I’ve been one of your big supporters. I’ve volunteered countless hours on this forum learning and helping others. I’ve written and improved wiki pages. I’ve even helped your customers set up web apps. That’s been a waste of time.