Server issues

Seems our host Jumba likes screwing with us. Been fighting them all day trying to get the site back up. Had nothing official in response. Have hacked the site to get it back semi working.

Follow the drama here:

http://forums.jumba.com.au/showthread.php?t=8013

On the actual server front, I have the OS reinstalled and am just waiting on parts from Paladin before we move into the final software phase and then arrange for the server to get back to Sydney.

you have got to be kidding me..

we have to get GU away from these bastards asap!

wtf would they disable your accounts anyway? perhaps they reached there allocated hosting bandwidth...(just guessing)

jumba is a dam cheap and mostly reliable service.
the only problems i have had from them is them replying to my e-mail communications, i wait 5-10 days at times.

Sweet, now I have an interesting thread to follow in work tomorrow :P

wow that's nasty OD... eNTITy1 would never do that to you... granted we cant guarantee some dickhead with a backhoe wont dig up our cable to Harbourview but hey, this is Darwin =)

Lay the smackdown

Shit, you've even got the managing director involved since you mentioned

Quote from OverDrive:
I'm done, I've spent to much time on this event already. I'll be leaving Jumba as soon as I can, and also advising a client whom I have on an AussieHQ dedicated server to do the same.

Best thread (jumba forum) I've read in a long while. OD sooo has them on the ropes, now for the knock out blow.

Email to Jumba management.

Quote:

I'll just try and run down the events as I saw them from my point of view. I manage quite a few servers for a living so the tech side of things isn't new to me.

June 9th.

My site is down and I find that the file "vbseo.php" has been chmoded 000 and ownership removed from my account. Within about 10mins I received an email from Jumba (#CCV-101539) stating that it was causing undo load on the server and to investigate. I replied stating that the site itself hasn't been changed in quite a while and nothing new load wise was happening (it's a gaming forum). I also posted a link explaining that the script involved acts like a "wrapper" for the entire vBulletin site so no matter what was happening on that site it would look like that script was the process running ( http://www.vbseo.com/f55/vbseo-server-intensive-23250/ ). Jumba replied pretty quickly stating that they have disabled another script on the server causing load and will re-enable mine to see how it goes now the other one is gone. About 10mins after that, Jumba replied to say that my site is now fine with that other script gone and they will keep an eye on it but basically it wasn't my fault and all was well.

As I stated in the forum thread - I really didn't have that much of a problem with that situation. Even though my site was taken down when it was not at fault, I had quick and constant email correspondence and the problem was resolved. All good.

June 23rd.

At about 1:30pm I find that my site has exactly the same problem as on the 9th (Apache 500 error). I FTP in to find that once again "vbseo.php" is 000 and not mine. I replied to the above (#CCV-101539) ticket and state that the problem has happened again. After about an hour of no response I checked the forums and found someone else with the same problem ( http://forums.jumba.com.au/showthread.php?t=8013 ) - and "strangely enough" he had the same problem with an extremely similarly named file "seo.php". Several hours pass by and still nothing from Jumba (had email sent, called by couldnt get through and forum thread running). It then went past 5pm and the phone option disappeared. The other use made it through to Jumba and had his file restored ( http://forums.jumba.com.au/showpost.php?p=96461&postcount=22 ) but still nothing from my end.

At that stage some forum regulars were posting and throwing around ideas. As I have always stated, I refuse to believe this was a "server hiccup" when the issue itself was EXACTLY the same as the one that happened on the 9th. At 6pm a Jumba staff member posted postulating the same thing (ie: "maybe cPanel screwed up"). It was at that stage I started posting some of the details from the June 9th event in the thread to back up why I thought that was extraordinarily unlikely :) I even went as far as posted my FTP client logs ("[R] 550 Could not change perms on vbseo.php: Permission denied"). Still nothing from staff and I went to bed.

June 24th.

Next day and still more denials. What really got me here is that even IF it was a random error and not a staff change issue, why didn't staff fix it? Still nothing and no fixes during the day.

June 25th.

I find that staff have changed ownership back to myself and re-enabled the file - still sticking to the "must've been a weird error" line. I post my frustrated thread ( http://forums.jumba.com.au/showpost.php?p=96889&postcount=65 ) and it gets your attention.

It will be interesting to see what the MD has to say.

Response received.

Quote:

Hi Dan,

Thanks for taking the time to write in to feedback.

I apologise for the frustration you have experienced; clearly one of our staff members has made a mistake which has caused you inconvenience.

I have asked the technical team as to what happened with infoaddict and unfortunately nobody can remember working with the site (even in the first instance). More then likely, one of our Customer Service Representatives has overstepped their technical knowledge in terms of suspending a file they thought was causing server problems in the second instance (trying to copy the sysadmins in the first round) and gotten themselves in over their head.

That said, I am glad to hear that everything is working again for you now.

I would like to offer you 3 months free service on your AU-SMLBIZ-3 plan as a token of my appreciation of your patience. As such, I have bumped your service renewal date forward from 20/07/2008 to 20/10/2008.

If there is any further resurgence of this issue, please reply to this ticket so that I can investigate further. However, I think we are now on top of it.

Have a great weekend.

Regards,

Michael McGoogan
Managing Director

I appreciate the extended renewal date, but it's irrelevant as we're moving away from them ASAP.

I won't be quick to recommend Jumba in future anymore.

What an amazing c*ck up.

Cock up yes - but fair play to the MD, he has given an explanation and 3 months free access as it was clearly their fault. If it were me I'd be happy with that as a resolution so long as it doesn't happen again obviously.

Lets face it we may need another 3 months before our server gets back to Sydney :(

Might as well use the free Jumba for 3 months - They have been alerted to the problems from their end and if it was to happen again you've got the MD's contact email etc - just go straight to him and quote his replies :)