Someone please Hold Me
I have been a dreamhost customer (mostly happy) since November 2006, a couple of days ago my sites went down, I got a an email explaining the downtime,( my server was being moved to new hardware ) and thought they would be up again within a few hours. 3 Full days after the fact all my sites are still down, the sites themselves are not that critical, a webcomic, my art and Design Webpage, and my Web Development Site.Now, if the problem was just that I couldn’t send some people to my sites, it wouldn’t be that bad, I mean 3 days + about 4-5 other days a year that they are down is not that big deal for the price, I know you get what you pay for.
This is what’s wrong: As a web developer I usually use my dreamhost account to test bits and pieces of code, I haven’t been able to do this since I can’t access anything, I am staring at my computer right now with a mix of anger and impotence since I have a client that needs something and configuring one of my computers to run as a server to emulate what I need is going to take me at least an hour. Then there’s the actual support that I am getting, no phone support ( try getting a number out of this site), and they are ignoring my ticket, if you are curious, here’s my panel info:
Current Outage: DreamHost server Microscopium being moved to new hardware (updated 44 mins 43 secs ago)
We’re very sorry for the continued issues you’ve been having with your service. As you are already aware, the server you’re on, “microscopium” has been having stability issues. The machine had a hard drive failure and we’ve moved it to new hardware. We are in the process of copying data to the new machine now. Unfortunately, during this process the new server has been experiencing higher than normal loads under the increased strain of the data copying over, in addition to its normal functions.
We’ve upgraded the servers network connection yesterday so the restore is going a lot quicker, but that didn’t do anything to improve the stability, unfortunately. Our admin team has been trying several things through the night to get this server running smoothly again and will continue to focus on the machine until it is working like it should. I am afraid the machine has become unresponsive at this time, but our administrators are working as quickly as possible to get it up and running once more.
Sites on the server are still timing out or giving a ‘bad_httpd_conf’ error (because Apache updates are failing due to the load). We’re doing everything they can to improve the stability on this server while the restore completes. We appreciate your patience while we get the remaining issues on this server worked out. We will be updating this announcement again shortly once we have any new information on the situation. The amount of support this issue has generated has gotten us a little behind on replying. If you submitted a support request regarding this issue, we are doing our best to get back to you ASAP.
DreamHost Support Team + firstname.lastname@example.org
Really, that’s the best you can do ?
Do you maybe have another server I can use to put up 3 little webpages that explain that my sites are down and that they will be back up again when my host (thats you) figures the problem ?, how about temporary access to an account where I can do some development no?, ok how about you treat me like a person, you know I have a name ? no, how about telling me how important I am as a customer, I mean 6 Years is a long time for a relationship, No ?
What hurts is that as a developer, every now and then I get someone that asks me where should I host, and I usually send them here, so there ,If your are curious about dreamhost, this is what happens when things go wrong, they ignore you, they take their sweet time and hide, and leave you no other option than to post in a non descript forum yeah.
P.S. I am going to post this on every place I can until someone from DreamHost gives me a call and apologizes/explains/helps me, in the mean time I believe I need to reconsider my hosting choice.
Update: I got booted out of the forums for complaining (ie posting this), my sites have been apparently moved to a new server and seem to work, still no call, I am still a human being : )