Entry tags:

customer service, idiots, powweb

idiots at powweb

posting this to preserve for posterity the idiocy of technical support at the hosting company powweb.com

Tracking Number: 6501346

Subject: Site is down?

Date Type
11/12/2009 3:02 AM EST Ticket Created
11/12/2009 3:02 AM EST Poul Costinsky contacted PowWeb
Subject: Site is down?

Customer Quote: My site, http://surattle.com/, is down for the last half hour. What gives?

11/12/2009 3:02 AM EST Updated Ticket: Work in Progress
11/12/2009 4:10 AM EST PowWeb contacted Poul Costinsky (Resolved)
Comment: Hello,

Thank you for contacting Support.
We apologize for any inconvenience this may have caused you. I have checked your website http://surattle.com/ and I was able to access it without any issue. Could you please check it once again after clearing the browser cache and cookies?
If you have any further questions, please update the Support Console.
Sincerely,

Shirley Sieffert
Customer Support

11/12/2009 4:58 AM EST Poul Costinsky contacted PowWeb
Customer Quote: it is back up again - it was down for about an half hour.

is this normal for your hosting environment, to have sites down for half hour?

11/12/2009 6:04 AM EST PowWeb contacted Poul Costinsky (Resolved)
Comment: Hello,

Thank you for getting back to us.

I have checked your website: http://surattle.com/ again and I was able to access it. Also, I have checked it with different computers and networks, it coming up fine without any issue. We do not had any issue with our servers. Could you please check it from your end? If the issue persists, please get back to us with the tracert results. In order to do a tracert for your website on your system, please follow the steps given below:
a) Open up the command prompt. The way to do this is, go to the ‘Start’ menu, ‘Run’, then type ‘cmd’ or ‘command’. This will open up a DOS window.
b) In the window, type the following: tracert yourdomainname.com .

If you have any further questions, please update the Support Console.
Sincerely,

Shirley Sieffert
Customer Support

11/14/2009 3:25 AM EST Poul Costinsky contacted PowWeb
Customer Quote: here's tracert output after the site is down for the last 20 minutes (the ping works, but the site doesn't come up in a browser):

C:\Users\poul>tracert surattle.com

Tracing route to surattle.com [65.254.250.113]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms #.#.#.1
2 43 ms 44 ms 49 ms tukw-dsl-gw08-200.tukw.qwest.net [63.231.10.200]

3 77 ms 77 ms 89 ms tukw-agw1.inet.qwest.net [71.217.184.57]
4 53 ms 51 ms 54 ms sjp-brdr-03.inet.qwest.net [67.14.34.10]
5 52 ms 52 ms 52 ms te3-5.mpd01.sjc03.atlas.cogentco.com [154.54.12.
189]
6 53 ms 55 ms 53 ms te4-1.mpd01.sjc04.atlas.cogentco.com [154.54.5.1
05]
7 54 ms 58 ms 66 ms te9-1.ccr02.sfo01.atlas.cogentco.com [154.54.0.1
77]
8 143 ms 157 ms 125 ms te2-1.ccr02.mci01.atlas.cogentco.com [154.54.6.4
1]
9 108 ms 96 ms 116 ms te4-3.ccr02.ord01.atlas.cogentco.com [66.28.4.34
]
10 665 ms 328 ms 448 ms te7-3.ccr02.bos01.atlas.cogentco.com [154.54.24.
57]
11 128 ms 125 ms 127 ms gi0-2.na21.b006523-1.bos01.atlas.cogentco.com [6
6.28.5.214]
12 142 ms 126 ms 132 ms EnduranceInternationalGroup.demarc.cogentco.com
[38.112.14.62]
13 169 ms 154 ms 150 ms 36.225.148.207.static.yourhostingaccount.com [20
7.148.225.36]
14 167 ms 168 ms 188 ms 65-254-250-113.yourhostingaccount.com [65.254.25
0.113]

Trace complete.

C:\Users\poul>

11/14/2009 5:12 AM EST Updated Ticket: Work in Progress
11/14/2009 5:33 AM EST PowWeb contacted Poul Costinsky
Subject: [P06501346000000000] Site is down?

Comment: Hello,

Thank you for getting back to us.
I have asked one of our technical specialists to review your website issue. You should be hearing from this specialist within 24-48 hours. If you have any questions in the meantime, please let us know and be sure to refer to the link http://www.powweb.com/support/ for the quickest service.
Thank you for choosing PowWeb, we appreciate your support.
Sincerely,

Murray Newman
Customer Support

11/14/2009 5:34 AM EST Updated Ticket: Work in Progress
11/14/2009 5:44 AM EST Updated Ticket: Work in Progress
11/14/2009 9:15 AM EST PowWeb contacted Poul Costinsky (Resolved)
Comment: Hello,

We have checked the issue and noticed that the website http://surattle.com/ is loading fine without any issue.
If you have any further questions, please update the Support Console.
Sincerely,

Aleta Meyer
Technical Specialist

11/14/2009 12:45 PM EST Poul Costinsky contacted PowWeb
Customer Quote: well, it was not loading at midnight, and not the first time. this is not OK.

11/15/2009 3:05 AM EST Poul Costinsky contacted PowWeb
Customer Quote: it is down again for the last 10 minutes. what are you doing every day around midnight? database maintenance?

11/15/2009 3:27 AM EST Poul Costinsky contacted PowWeb
Customer Quote: half hour later, the site is still down. even html pages and jpg images are unaccessible - i can see them in ftp, but not when i use their http address.

11/15/2009 4:06 AM EST PowWeb contacted Poul Costinsky (Resolved)
Comment: Hello,

Thank you for your reply.
We have checked the issue and was able to access the website http://surattle.com/ without any issue. Please provide us the exact geopgraphical location from where you are trying to access the website and also provide us the tracert results of the website http://surattle.com/ and also http://www.powweb.com/ when you experience the issue so that we can investigate on it further.
If you have any further questions, please update the Support Console.
Sincerely,

Aleta Meyer
Technical Specialist

11/16/2009 3:33 AM EST Poul Costinsky contacted PowWeb
Customer Quote: perhaps you will have more success when you "check the issue" when the issue is actually taking place? or perhaps, you can take a look at the log files and see what was happening when the problem was reported? those are the basics of troubleshooting. that is, if you actually intend to troubleshoot the problem, not to get rid of an annoying customer who has the gall to ask why his site is down every day at midnight pacific standard time.

well, now is midnight, and the site is down again.
if you continue to avoid dealing with the issue, i will make this case world famous and your company the laughing stock of internet, i promise.
here's the information you requested:

----------------------------------------------------------
C:\>tracert surattle.com

Tracing route to surattle.com [65.254.250.113]
over a maximum of 30 hops:

1 3 ms 1 ms 1 ms #.#.#.1
2 34 ms 34 ms 33 ms tukw-dsl-gw08-200.tukw.qwest.net [63.231.10.200]

3 33 ms 32 ms 33 ms tukw-agw1.inet.qwest.net [71.217.184.57]
4 60 ms 61 ms 61 ms lap-brdr-03.inet.qwest.net [67.14.22.74]
5 60 ms 59 ms 68 ms te2-2.ccr02.lax05.atlas.cogentco.com [154.54.11.
125]
6 61 ms 59 ms 59 ms te3-1.ccr02.lax01.atlas.cogentco.com [154.54.29.
201]
7 93 ms 95 ms 93 ms te9-8.ccr02.iah01.atlas.cogentco.com [154.54.3.1
85]
8 108 ms 107 ms 114 ms te3-2.ccr02.atl01.atlas.cogentco.com [154.54.5.9
3]
9 118 ms 117 ms 116 ms te4-7.ccr02.dca01.atlas.cogentco.com [154.54.28.
230]
10 125 ms 129 ms 124 ms te3-3.ccr04.jfk02.atlas.cogentco.com [154.54.6.1
4]
11 136 ms 130 ms 129 ms te2-4.ccr02.bos01.atlas.cogentco.com [154.54.6.9
]
12 132 ms 131 ms 130 ms gi0-2.na21.b006523-1.bos01.atlas.cogentco.com [6
6.28.5.214]
13 131 ms 131 ms 129 ms endurance-international-group.demarc.cogentco.co
m [38.99.213.62]
14 131 ms 135 ms 142 ms 36.225.148.207.static.yourhostingaccount.com [20
7.148.225.36]
15 131 ms 131 ms 130 ms 65-254-250-113.yourhostingaccount.com [65.254.25
0.113]

Trace complete.

C:\>
----------------------------------------------------------
C:\>tracert www.powweb.com

Tracing route to www.powweb.com [96.6.3.185]
over a maximum of 30 hops:

1 2 ms 2 ms 1 ms #.#.#.1
2 34 ms 33 ms 33 ms tukw-dsl-gw08-200.tukw.qwest.net [63.231.10.200]

3 38 ms 34 ms 35 ms tukw-agw1.inet.qwest.net [71.217.184.57]
4 34 ms 35 ms 34 ms sea-brdr-02.inet.qwest.net [205.171.26.142]
5 34 ms 34 ms 34 ms te8-3-10G.ar5.SEA1.gblx.net [64.208.110.141]
6 35 ms 35 ms 34 ms a96-6-3-185.deploy.akamaitechnologies.com [96.6.
3.185]

Trace complete.

C:\>
----------------------------------------------------------