What's Up With Support?

It would be nice if the ticket moving robot’s message said something like “your ticket has been reviewed and we believe you have included sufficient information, if additional information is needed the abuse staff with contact you directly, if no additional information is needed you may not receive a response.”

… a little more user friendly (and hopefully a true statement :slight_smile: )

That’s a great suggestion! I’ll be sure to pass it on. :slight_smile:

my apologies for taking so long to get back here, but have been so busy putting out fires & to date have found this board fairly useless.

Yes, i am also on homiemail-sub5, and got 5 new “Return to Sender” blocks yesterday so for me at least it remains ongoing. And there were queries in the first 3 of the tickets I posted. After that I just gave up asking anything 'cause I knew I was being ignored. So,… do I continue to submit tickets for the 5 new blocks? Feels like a waste of my time!

Seems like my time would be better spent finding a new solution.

Netmaster,

I can assure you, you were not being ignored! You’ve actually just been emailed a short while ago. However as you’ll read in the reply: [quote]“Normally, we do not reply to reports of mail blocks, as these are recurring problems with some providers, and generate huge amounts of support requests. This is common for all shared hosts, and not just DreamHost.”[/quote]
Submitting tickets is definitely not a waste of time, as without the tickets our Mail Block team will not be aware of the problem with the block, so submitting the ticket is important. I apologize if we’ve caused any frustration! If you have any concerns, please feel free to reply directly to our email as suggested. Thanks!

It is reassuring to know that submitting my tickets is not a waste of time. I will continue to do so. However, it would certainly be helpful if someone could tell me what I can do to help minimize the problem. It seems like if “…these are recurring problems” there should be readily available information about it from DH so we can help minimize the problem!!! Information regarding DKIM/ADSP &/or SPF records integrating with DH’s systems.

Dreamhosts wiki says nothing and trying to search through the forum here was tedious at best considering the burden placed on my time due to the blocked email issue. I have been with Dreamhost for almost 14 years and have watched other forms of growing pains. I’m willing to accept some of that. But if I can’t use email, or forms on my sites,… I am crippled! Am I supposed to tell my clients & web visitors not to be upset, this is normal?

That ain’t gonna work!

Firstly – 14 years! Thank you for your loyalty, we really appreciate it :slight_smile: You’re absolutely right, and bring up some great points. Unfortunately, that’s the nature of shared hosting as well as of email. Anyone can create a blacklist, list an IP, and then either refuse to de-list, or require you to jump through as many hoops as they want. Recipient providers should ensure they are using only reputable lists that are easy for legitimate mail providers to work with to get removed (we use Spamhaus for this reason). If you are not sending bulk email there is nothing you can do to prevent blacklists from happening. You could, however, minimize impact by using a VPS or dedicated machine which would give you your own IP for PHP/webserver mail. Unfortunately, that would not help for client-based SMTP mail.

We’d also like to add that especially when needing to send in bulk or with extra sensitive/critical content/addresses, our regular email hosting may not be the safest option. In general, our web hosting and cloud services are our main focus, and if our email services fail yours and your clients’ expectations too often, it may be worth looking into specialized mail hosting services for your domains. Google’s mail hosting, though no longer completely free, remains a good option and our panel can help set the DNS for you. There are many others of course, but comparing them would depend on your needs.

I did a quick search of the forum for the thread that you’ve created that outlines your issue, what you have tried to do in order to troubleshoot the problem, and why what you’ve tried is not meeting your expectations. Either the Search function is broken, the forum glitched out when you posted it, or you haven’t actually started a thread.

You might try creating a thread specific to your issue.

Agreed!! Yahoo, et al, act like they are King of the Road while providing little or NO actual support!

i did not realize that [i]every[/b] issue needed it’s own thread. I guess I was hoping that I wasn’t the only one having this issue, because if I am the chances increase that it is something that I am doing wrong! I have researched PHP Mailer header files in hopes of finding some magic bullet.

Nevertheless, it sounds like DH is doing what they can so if I continue to have this issue I will look into DH_Ellie S’s suggestion of finding a more robust mailing service. It sounds like the default service provided by DH is intended for general purpose use, which has worked for me & mine for a L-O-N-G time! But the SPAMmers are a persistent bunch!

Thanks to all for your help in this matter. I’ll let you know the final outcome in a couple weeks.

NetMaster Family of Services

You’re welcome! Glad we could be of some help at least. :slight_smile: Keep us updated!

Hi,

Maybe someone can help me as well. I was in the middle of troubleshooting a problem with real cron jobs that a technician kindly helped me to set in place. And then communication stopped: it’s been 84 hours. The thing is I got those automated message after sending my last email, with a ticket number, telling me they new it was more than 24 hours but they would get back to me as soon as possible. 84 hours later, nothing.

The ironic thing is that this pattern repeat in… sales! I was looking to move to VPS but had some questions. I send said questions to sales. Got a generic answer about pricing which did not address my question. I politely (always very politely) send back my questions. Again with the automated email telling me it’s been more than 24 hours, but they were trying there best to answer my question. For sales, it’s now been more than two days since I send those questions and I haven’t got an answer yet.

What can I do?

P.

Hello Philippe,

I apologize for any delay in response. I have looked all over our support queues for any tickets with your email address and was not able to find any. I’m sorry for any frustration this may have caused, we ask that you send our support team a ticket here https://panel.dreamhost.com/index.cgi?tree=support.msg& or if you already have a ticket# or a domain name. Please provide that info here so I can look into this mater right away. If you have any other questions please do not hesitate to hit us up. I thank you for your patience and politeness during this issue, it is very much appreciated :slight_smile:

Thanks,
Matt C

Hi,

I don’t want to sent a new ticket: I was in the middle of troubleshooting a problem with a very qualified tech who is familiar with my problem. I really don’t want to start back from the beginning. Besides, the last email I got from him, he was asking for my logs, which I provided.

Sales ticket ID = #5577231
Support ticket ID = #5577221

Thank you for your fast response. I really appreciate it. It’s been an ordeal for the past week and I’m grateful when I have some qualified feedback!

P.

P.S. email I use to sign in to this forum is the the same as my Dreamhost account.

Thank you for those ticket #'s. There is no need to create a new ticket that was very helpful. I apologize, I was looking for support tickets on your other account, that’s why I wasn’t able to find them right away. I have sent your tickets to a support manager to further investigate the cron issues you are experiencing and they will update you as soon as possible.

Our system seems to have merged your tickets together, so instead if waiting for both answers I’ll answer your sales questions here. (I didn’t post your questions in case you wanted to keep those private, but these answers can be public knowledge :slight_smile: )

  1. There is no longer and issue we recommend cache plugins on all servers, the wiki you saw is a very old post. This is the one we usually recommend: http://wiki.dreamhost.com/Installing_WP_Super_Cache

  2. The MySQL is on shared unless you order a SQL optmized VPS

  3. The first week of your VPS usage will be completely free, regardless of what your limit is set to. I’d recommend using that time to watch your graphs in the panel and get an idea of your average usage!

Indeed we don’t disclose our shared server limits to protect their stability, but we can say it’s a bit below where our vps starts at.

  1. Same web panel, nothing will change there! well, a few more options open up such as manage resources etc. - but nothing new to learn :slight_smile:

Philippe, again I want to thank you for your patience, our support team will be sending you an update on that cron issue as soon as they can.

Thanks,
Matt C

Hi,

Thank you for answering me! I guess Sales sent my questions to Support. I can see how this could happen, but it’s an unfortunate strategy: four days delay to get answers for I service I’m considering paying for is not the most efficient way to attract new clients (if I may say so).

That being said, I appreciate the time you took provide me with the information I was asking for.

I still haven’t hear a word from Support: it’s been more than 5 days now. But I’ll be patient and keep waiting.

Have a great week-end,

P.

Hi,

Just keeping the time on this: 6 days, still no word from Support. Although I did got an answer for my sales questions: they repeated what you had already told me two days before. And they added this:

“I apologize again for the delay in getting your questions properly answered! As I said earlier, we’ve been slightly backed up when it comes to support/sales answers (same team), but generally questions are answered (or at least updated) within 24 hours.”

Cheers,

P.

Start a thread (maybe someone here can help).

I went back and read post 19 of this thread.

Here is what I think… if you are expecting more from support, be clear with them in a ticket what you are expecting. When it goes that long without a reply from them, it tells me they are confused and think they are finished answering you, or have mis-routed your ticket into a queue that makes no sense.

Neither are your fault but posting messages like these, it’s been 6 days and no one cares, about me messages in a forum isn’t helping you or anyone else. Remember you are not the only one they are dealing with… the more issues a ticket has the more chance something will get overlooked or ignored. For that matter if you have a complex ticket all the issues might not even all fall into one persons expertise.

Is anyone else’s domains down?

[quote=“LakeRat, post:26, topic:59094”]
it tells me they are confused and think they are finished answering you, or have mis-routed your ticket into a queue that makes no sense.[/quote]

I understand. They answered me on February 3, in the evening, apologized for the delay, told me about the tickets and the confusion. I said there was no problem, I was glad to hear from them. Again, they asked some specific technical questions. I answered back. No news from them since, except the bot telling me it’s been more than 24 hours, etc. It’s been three days at the time of writing. Maybe they lost the ticket again.

Anyway, that’s the last time I post on this thread. As LakeRat wisely mentioned, it’s not helping anyone.

Thanks again for all the feedback and the help I got here. Sorry for the unhelpful posts.

Cheers,

P.