I think this support ticket says it all. 7days and 8hrs waiting.For a simple server date time request.The following attachement is a screen shot of the requeststhat i am still awating 8 days for. Personally i seen no reason why i should have to pay and waitfor this length of time for a simple server request. HistoryOn the 27th i sent a second ticket to mmb pointing out that the late ticket was over due. 2days +I got the following reply on the "Reply: Sorry, major server issues have created a support backlog. Expect this completed first thing tomorrow. Nick" That ticket was then deleted from my list of support issuesno longer open or closed (After there site down). In disbelive i sent a 2nd support ticket again pointing out nowthat the original ticket was now 5Days+and that it will be fixed tomorrow did not happen. I have not had any reply to that ticket which is 1day + old.That is also listed in post 1 Attachement. So until there customer service improves i wouldthink long and hard about signing up after my experience above. This will reach 8 days and pending,its not what i signed up for.. Dissapointing, to say the least.7hrs 22mins and no reply. That's where my open issue is up to now. See attachment.What type of upgrades are you trying to do with them?The ticket in question was asking for 3 things,you can see a snap hot in the post above,i couldnt post the 3rd issue as it showed sensitive information. My request was? 1. Harden the Server ~ with a report of work carried out.2. Adjust time zone to UK.3. Was more of a quiery. If you happen to use ther control panelits easy to get lost with a list of over 15 departments to choose from.But i was getting replies so i just kept using the Upgrage department.Along with another list of departments so i just used sysadmin. Just to bring you upto date with this matter. In frustration i sent an e-mail to 4 diffrent departmentshighlighting the fact that my ticket was now 8 days oldand nothing had been done. I got replies. 1. Closing, duplicate ticket.2. Closing, duplicate ticket.3. Assigning to a manager.4. Closing, original ticket assigned to manager Now when i have logged into my control panel,the ticket 5826 had been deleted?Its no longer an open ticket (As before)Its no longer a closed ticket. The evidence has been wiped from there system fromwhere i am sitting. I would love a represetitive to even come closeto an explination for this. But what really is grinding me now,is out of all the 4 replies not 1 had the customer care tosay sorry about this we will investigate. Only "Ticket Closed Assigned to Manager" Anyway, judge your self would you be happy with the service,let this be a pointer to all, not to throw away your money. How ever, lets see if they offer any kind of a compensation or appoligie. The picture below shows that ticket 5826 no longer exists.It has been deleted from the system at there end,as thats not an option for a user. M.ScottFor a simple server date time request.
These types of threads irritate me. If it's so simple, why don't you do it yourself?These types of threads irritate me. If it's so simple, why don't you do it yourself?If you are paying for a service Nick, dont you expect to get it?
I think that whilst it may be a simple request for a Linux admin to carry out, a person who is not a Linux admin may not find it so simple and therefore, it would probably be for this reason that the OP has decided to use a management service, which should cover requests like these.
Well being busy i just dont have time,and being new with servers i dont have the experience. But that will change in the future as it does for most people. But wouldnt it help some one think twice aboutusing a service if i could proved a honnest customer experience? Ive read on these forums how easy it is to do now,so i am learning. But ive paid for a service i'm not getting thats the point. M.ScottCancelled mine after a few days as well.Im with managemybox for a couple of months nowI really enjoy there services!greets,koahostApologies for this issue, I agree our support times have dramatically increased over the past couple weeks, rest assured I am throwing every resource I can at the support system right now and I expect all outstanding issues gone within 24 hours. Once again, I sincerely apologise for the lack of support, I will be bringining more staff in as soon as they are trained up to escalate issues to.
Thanks for sticking with us!To MMB customers : please keep us posted to see if the service comes back to normal!I think it would have been better for you to inform your paying clients of the current situation direct, when you realised things were going to get difficult for you, rather then in a forum in response to a customer complaint.
As you cannot supply your existing demand or carry out the things you promise, I assume you have suspended all new sales until you have the issues resolved?
Hehe!!What a nice comment/question Xcellweb Matt !!!!Apologies for this issue, I agree our support times have dramatically increased over the past couple weeks, rest assured I am throwing every resource I can at the support system right now and I expect all outstanding issues gone within 24 hours. Once again, I sincerely apologise for the lack of support, I will be bringining more staff in as soon as they are trained up to escalate issues to. Thanks for sticking with us! You set the time frame now, lets see if your as good as your word. How ever i did recieve the follwing from your support team,which i think explains the problems you having. Reply: Sir your original ticket has been assigned to a manager who will respond as soon as he can. There is no need for 5 or 6 tickets regarding this. That's not even 1 e-mail for every day that this issue hasnt been resolved. If i could veiw my ticket (Which i cant) it would be close to 9 days now I recieved that reply 23hrs ago..Ticket Ref # 6187 I am hoping that my ticket (Original one gets sorted).And i will keep you up dated of the progress and time lines. I wonder if i will get a credit or an extension to my subscription? Lets wait and see. M.Scott I expect all outstanding issues gone within 24 hours21hrs to go to keeping your promise.I have been with for some weeks later in March. They took almost a week to set the configuration we want and because they have a problem accesing ot the network i have got the the server 18 hours down with an issue they solved afterwards in 2 minutes.I have moved from there and i did not regret that.Ive just had a reply to my 9day ticket But my server is down with a hardware issue,so they couldnt carry out any work Just not my month...will keep you updated on reponse times. M.ScottHopefully this issue gets resolved soon for everyone affected.Lets bring you upto date so far,with a little success and also more questions about this service. Well Manage my box beat the 24hr dead line they set them selvesby 2hrs Close but with in the 24hr promise. My server came back on line via the data centre Not Manage My box,and at this point in time unsure why it went off line,but i can say there is NO connection with it going off line and MMB. I recived a bararge of e-mails once the work begun. Which were the closing of my other Tickets which were asking when my outstanding 9 day ticket would be resolved. So with my server online and MMB notified of this,the reply i had been waiting for arrive !! Time has been set Have installed APF Firewall and will do more shortly Thanks Isnt that Fantastic "Will do more shortly" that was 7hrs ago at the time of posting this reply. So i have now replied to my friend nick with the following,and i think i'm well within my rights as a customer to ask these questions. Lets make it easy for you.This is what i'm expecting Taken from your managment page. As this is what you offer. 1. Installation of APF Firewall/SIM/SPRI/PMON/PRM/BFD 2. Chkrootkit & RKHunter Installation/Configuration3. Many other extra options added to improve security!4. Kernel Updates When Released5. Tweaking of PHP and MSQL config.6. Server Security Tests/Penetration Tests7. Configuration and Optimisation of Core Services8. YUM Configuration "Have installed APF Firewall and will do more shortly" Tells me absolutely Nothing. Shortly leaves me without a definitive time, is this today, next week or in 9 days again? Are things being done?Is there protection againts DDOS Attacks?(distributed denial of service) You havent said,Unless you tell me what has been done i have no reason to think that anything has been done. I dont think that its an unreasoble request do youafter all i'm paying for this service. Kind Regards M.Scott So that e-mail has been sent via there control panel. But there has been a small development in my subscription.They have offered me %50 off next months subscription.Lets just say i'm awaitng to see the end of this ticket first. I dont think that i'm asking too much from this company,as its a list of the services they offered on there "Sign up"pages and is the reason i decided to go with them. Its now i can see the cracks forming ! Will keep you updated M.ScottYou should install the ELS script. It'll save you a headache and it's 100% automated:http://servermonkeys.com/els.phpI am not sure what OS you have, but this is only for the major Linux distros.Mark2,I think You should move to other hosting company. I have the same problem as you have now with my hosting company(please look at my other posts), I intend to move now!This time, I have to research carefully.UpdateSorry this is a few days old now but i have had all the requests carried out now. As i mentioned i was offered a %50 reduction on my next bill.And i wrote to say that i wasnt happy.As i had recieved a poor level of service. With that 2 things happened. 1. I got a Human response about the delays, being that at the time there was only one sys admin working with Direct Admin.And my request was being dealt with as soon as humanly possible. 2. I got a next months subscription free ! But i'm not counting my chickens just yet as i have to request therefund once i have been billed. Summary so far.Yes the work has been carried out.But not in the time frame i expected.Possibley a bad week / month for this company. Will keep you posted Mark.I have moved to beachcomber and i am happy with them for 6 months now.Update
Sorry this is a few days old now but i have had all the requests carried out now.
Good to hear Thread closed.
These types of threads irritate me. If it's so simple, why don't you do it yourself?These types of threads irritate me. If it's so simple, why don't you do it yourself?If you are paying for a service Nick, dont you expect to get it?
I think that whilst it may be a simple request for a Linux admin to carry out, a person who is not a Linux admin may not find it so simple and therefore, it would probably be for this reason that the OP has decided to use a management service, which should cover requests like these.
Well being busy i just dont have time,and being new with servers i dont have the experience. But that will change in the future as it does for most people. But wouldnt it help some one think twice aboutusing a service if i could proved a honnest customer experience? Ive read on these forums how easy it is to do now,so i am learning. But ive paid for a service i'm not getting thats the point. M.ScottCancelled mine after a few days as well.Im with managemybox for a couple of months nowI really enjoy there services!greets,koahostApologies for this issue, I agree our support times have dramatically increased over the past couple weeks, rest assured I am throwing every resource I can at the support system right now and I expect all outstanding issues gone within 24 hours. Once again, I sincerely apologise for the lack of support, I will be bringining more staff in as soon as they are trained up to escalate issues to. Thanks for sticking with us!To MMB customers : please keep us posted to see if the service comes back to normal!I think it would have been better for you to inform your paying clients of the current situation direct, when you realised things were going to get difficult for you, rather then in a forum in response to a customer complaint.
As you cannot supply your existing demand or carry out the things you promise, I assume you have suspended all new sales until you have the issues resolved?
Hehe!!What a nice comment/question Xcellweb Matt !!!!Apologies for this issue, I agree our support times have dramatically increased over the past couple weeks, rest assured I am throwing every resource I can at the support system right now and I expect all outstanding issues gone within 24 hours. Once again, I sincerely apologise for the lack of support, I will be bringining more staff in as soon as they are trained up to escalate issues to. Thanks for sticking with us! You set the time frame now, lets see if your as good as your word. How ever i did recieve the follwing from your support team,which i think explains the problems you having. Reply: Sir your original ticket has been assigned to a manager who will respond as soon as he can. There is no need for 5 or 6 tickets regarding this. That's not even 1 e-mail for every day that this issue hasnt been resolved. If i could veiw my ticket (Which i cant) it would be close to 9 days now I recieved that reply 23hrs ago..Ticket Ref # 6187 I am hoping that my ticket (Original one gets sorted).And i will keep you up dated of the progress and time lines. I wonder if i will get a credit or an extension to my subscription? Lets wait and see. M.Scott I expect all outstanding issues gone within 24 hours21hrs to go to keeping your promise.I have been with for some weeks later in March. They took almost a week to set the configuration we want and because they have a problem accesing ot the network i have got the the server 18 hours down with an issue they solved afterwards in 2 minutes.I have moved from there and i did not regret that.Ive just had a reply to my 9day ticket But my server is down with a hardware issue,so they couldnt carry out any work Just not my month...will keep you updated on reponse times. M.ScottHopefully this issue gets resolved soon for everyone affected.Lets bring you upto date so far,with a little success and also more questions about this service. Well Manage my box beat the 24hr dead line they set them selvesby 2hrs Close but with in the 24hr promise. My server came back on line via the data centre Not Manage My box,and at this point in time unsure why it went off line,but i can say there is NO connection with it going off line and MMB. I recived a bararge of e-mails once the work begun. Which were the closing of my other Tickets which were asking when my outstanding 9 day ticket would be resolved. So with my server online and MMB notified of this,the reply i had been waiting for arrive !! Time has been set Have installed APF Firewall and will do more shortly Thanks Isnt that Fantastic "Will do more shortly" that was 7hrs ago at the time of posting this reply. So i have now replied to my friend nick with the following,and i think i'm well within my rights as a customer to ask these questions. Lets make it easy for you.This is what i'm expecting Taken from your managment page. As this is what you offer. 1. Installation of APF Firewall/SIM/SPRI/PMON/PRM/BFD 2. Chkrootkit & RKHunter Installation/Configuration3. Many other extra options added to improve security!4. Kernel Updates When Released5. Tweaking of PHP and MSQL config.6. Server Security Tests/Penetration Tests7. Configuration and Optimisation of Core Services8. YUM Configuration "Have installed APF Firewall and will do more shortly" Tells me absolutely Nothing. Shortly leaves me without a definitive time, is this today, next week or in 9 days again? Are things being done?Is there protection againts DDOS Attacks?(distributed denial of service) You havent said,Unless you tell me what has been done i have no reason to think that anything has been done. I dont think that its an unreasoble request do youafter all i'm paying for this service. Kind Regards M.Scott So that e-mail has been sent via there control panel. But there has been a small development in my subscription.They have offered me %50 off next months subscription.Lets just say i'm awaitng to see the end of this ticket first. I dont think that i'm asking too much from this company,as its a list of the services they offered on there "Sign up"pages and is the reason i decided to go with them. Its now i can see the cracks forming ! Will keep you updated M.ScottYou should install the ELS script. It'll save you a headache and it's 100% automated:http://servermonkeys.com/els.phpI am not sure what OS you have, but this is only for the major Linux distros.Mark2,I think You should move to other hosting company. I have the same problem as you have now with my hosting company(please look at my other posts), I intend to move now!This time, I have to research carefully.UpdateSorry this is a few days old now but i have had all the requests carried out now. As i mentioned i was offered a %50 reduction on my next bill.And i wrote to say that i wasnt happy.As i had recieved a poor level of service. With that 2 things happened. 1. I got a Human response about the delays, being that at the time there was only one sys admin working with Direct Admin.And my request was being dealt with as soon as humanly possible. 2. I got a next months subscription free ! But i'm not counting my chickens just yet as i have to request therefund once i have been billed. Summary so far.Yes the work has been carried out.But not in the time frame i expected.Possibley a bad week / month for this company. Will keep you posted Mark.I have moved to beachcomber and i am happy with them for 6 months now.UpdateSorry this is a few days old now but i have had all the requests carried out now.
Good to hear
Thread closed.