Current time: 04-21-2014, 05:22 AM Hello There, Guest! (LoginRegister)

Post Reply 
1st day of NO service, thumbs down for dreamhost
05-15-2006, 05:53 PM
Post: #21
1st day of NO service, thumbs down for dreamho
email support@dreamhost.com and make sure to provide enough info that they can figure out what your account is.
Find all posts by this user
Quote this message in a reply
05-15-2006, 06:11 PM
Post: #22
1st day of NO service, thumbs down for dreamho
I did but the web is real time and in all likelihood I will not get an asnwer till tomorrow. Heck the problem might go away by then. But for the record I was very unhappy with the previous host but in two years their site went down only twice, during LA blackout and a storm in Arizona and here on the 2nd day.
Find all posts by this user
Quote this message in a reply
05-16-2006, 03:34 AM
Post: #23
1st day of NO service, thumbs down for dreamho
When you say the DreamHost control panel is down what do you mean? I only ask because I know that sometimes it can take several minutes for an option to be pulled up. The webpage icon can just spin and spin for ages.

Or, are you getting a blank page with 'done' in the status line? Something that I get more and more these days although I blame the browser then Smile . I did not notice any control panel downtime recently. In fact it has been pretty quick, much like the forums.

--
Norm
Visit this user's website Find all posts by this user
Quote this message in a reply
05-16-2006, 10:34 AM
Post: #24
1st day of NO service, thumbs down for dreamho
[/quote]Or, are you getting a blank page with 'done' in the status line? Something that I get more and more these days although I blame the browser then .[/quote]

I experienced this once and I thought the panel was down. But it was working on IE (was using Firefox) so I cleared my cache and it came back again! Lol.
Visit this user's website Find all posts by this user
Quote this message in a reply
05-16-2006, 11:19 AM
Post: #25
1st day of NO service, thumbs down for dreamho
A couple comments:

1. The tech in question should have run the extract of the tar file for rain who started the thread. Rain please post your domain here so that I can locate your account and support message.

2. 55% of support messages are answered within 2 hours, 95% within 24 hours. There has not been increase in response time recently. We are adding tech support staff at a very high rate. This does mean that there are lots of new support personnel. So if you are unhappy with a support response you get, answer the survey and explain why so that your opinion will be discussed with the tech. I monitor the complaint percentages very closely and they have been on the decline, so an upset post in the forums does have to be viewed against that background.

3. When something does not go perfectly, as does happen on occasion, it is important to remember that DreamHost has many ways for you to make your voice heard and we are listening. People are used to a confrontational relationship with companies it seems so we just need to understand that and help them learn what resources are available. So lets not be too hard on them. =)

4. The panel should never take several minutes to load up. I have monitoring of the panel set up that watches for response time spikes. If the panel ever does not load or takes longer then a few seconds for you to load please contact support immediately.

5. If something is not announced on the status page, it is not a system wide problem and you should write a support message about it.

6. DreamHost is still a small company. Lets not jump the gun and compare ourselves to the largest companies in the country. While world domination is on the agenda, we are just starting out!
Find all posts by this user
Quote this message in a reply
05-16-2006, 11:39 AM
Post: #26
1st day of NO service, thumbs down for dreamho
Quote:55% of support messages are answered within 2 hours, 95% within 24 hours. There has not been increase in response time recently.
I just checked, and the response time for my inquires over the past few months must fall way out of the norm. That said, those months have been better than the previous year. I would agree that there has been on increase in response time, recently, but in the past few years there has.

Also, am I still just missing it or did DH drop the response within 24hr guarantee?

Quote:People are used to a confrontational relationship with companies
With DH, it didn't used to be that way for me. But being very nice about nearly daily downtime got really old after about a year. Then there's getting jerked around by support staff... FWIW when Josh, Dallas and sometimes Jeff, respond to a situation they have been very good at solving the issue. But when I verify a site outage with multiple people on multiple ISPs on multiple continents, only to get a response from support that there was no downtime... well, you can imagine how poorly that reflects on DH.

Quote:4. The panel should never take several minutes to load up. I have monitoring of the panel set up that watches for response time spikes. If the panel ever does not load or takes longer then a few seconds for you to load please contact support immediately.
That's good to know. The panel has been slow for years. In the past few weeks, it loads only about half the time. The rest of the time it times out. There was a suggestion to speed it up, and it was "implemented" but no real speed difference was ever sustained. As of recent, sometimes it is snappy, which is a nice change.

Quote:DreamHost is still a small company. Lets not jump the gun and compare ourselves to the largest companies in the country.
Check your blog, there was a post a while back comparing DH to some of the largest hosting companies.
Find all posts by this user
Quote this message in a reply
05-16-2006, 12:16 PM
Post: #27
1st day of NO service, thumbs down for dreamho
Since it was me that used the phrase "it can take several minutes for an option to be pulled up" I must point out that being in the UK I tend to use the Control Panel when the servers want to get on with their housekeeping.

But even now, I've just timed Status/bandwidth at 1 min 5 seconds, Status/disk usage at 2 min 10 seconds, Status/mysql at 15 seconds.
Manage Domains at 16 seconds and manage users at 11 seconds.

I personally, Michael, do not care one hoot if the options take 10 minutes to load, I know that they will eventually. I was just trying to point out that there is a variation and sometimes patience is needed rather than declaring the control panel "is down"...nothing is instantaneous.

--
Norm
Visit this user's website Find all posts by this user
Quote this message in a reply
05-16-2006, 12:24 PM
Post: #28
1st day of NO service, thumbs down for dreamho
I just ran some tests and it takes 5-15 seconds to load those pages.

I personally, Michael, do not care one hoot if the options take 10 minutes to load, I know that they will eventually.

Keep in mind most browsers will timeout after 60 to 120 seconds of no response. So if it takes 10 minutes to load, many people will get a "no response" error message when two of the 10 minutes are up.
Find all posts by this user
Quote this message in a reply
05-16-2006, 01:13 PM
Post: #29
1st day of NO service, thumbs down for dreamho
My Firefox browser does not time out because it is getting a response albeit it takes a while.

I appear to have become the villain of this piece, I do wish people would take time to read a whole thread rather than jumping in at the end and cherry picking lines out of context.

I have just re-read my two and a half entries prior to the last day and as far as I can tell, my entries ,including the one Michael has taken a dislike to earlier today,since te reply was made to me, have been as helpful as possible in responding to queries from the OP. I even answered the one about Outlook Express although I did think that was a trick question Smile

My line about the control panel in full was:-

Quote:I only ask because I know that sometimes it can take several minutes for an option to be pulled up.
Michael if you are wanting to quote me please quote me correctly. I made no reference about slow loading of the control panel just that it can take several minutes for 'an option' to be pulled up. Being 'pulled up' is not the same as saying 'the control panel does not load'.

My reference

Quote:I personally, Michael, do not care one hoot if the options take 10 minutes to load, I know that they will eventually.
... means, that I am not bothered how long an option takes to load into my browser be it one second, 13.4 seconds, 3 minutes, 10 minutes, 1 week... I really am not bothered,honestly. I will just go away and leave it. It does not mean that an option does take 10 minutes to be pulled.

I have purposefully made sure that my comments and replies have not given negative views of DreamHost, even where the posters have clearly tended towards that view. Likewise my emails to DreamHost have been positive. Michael you may wish to view those emails and my various responses in the forums...please.

I can see that I will have to start adding those pointless footers about the opinions being voiced in my replies, which should be viewed in their entirety, are my own replies and are not the views of DreamHost. So be it. Smile

I have missed the start of the film now!

--
Norm

Opinions made by me are my own views and are not the views of DreamHost.
Any advice offered by me should be acted upon only at your own risk.
Visit this user's website Find all posts by this user
Quote this message in a reply
05-16-2006, 10:47 PM
Post: #30
1st day of NO service, thumbs down for dreamho
Quote:I just checked, and the response time for my inquires over the past few months must fall way out of the norm.
What is your domain? I can check on your support replies to see the exact cases. If they took as long as you say, then yes, they are way out of the norm.

Quote:The panel has been slow for years.
Please give the exact page within the panel with its exact load time. Can you also include the load time of DreamHost.com as a reference? Also the Home->Overview is a good reference page for timing. If you send the info to support and mention you were talking to me about it in the forums I will get it.

Quote:Check your blog, there was a post a while back comparing DH to some of the largest hosting companies.
I remember that blog post, but those are small companies as well. The difference in size between one of those companies and AOL (everyone's favorite comparison) is huge.
Find all posts by this user
Quote this message in a reply
Post Reply 


Forum Jump: