Posts Tagged ‘hosting’

May Updates

I finally had the time to take a few minutes and update wordpress again… So that’s finally done.

For some reason, my email client on my Mac stopped letting me send emails from my elorg.net email addresses. I’ll have to investigate that – but it’s been happening for about a month? If you’ve sent an email to that address and haven’t gotten a reply back, that’s why. The replies are probably sitting in my outbox, complaining that it can’t send.

Sorry. I’ll post another update when I figured that one out.

I was going to try to fix my photo gallery, but it’s very demotivating to think about how many photos I already had imported, and all of the time I spent on organizing it, sorting through photos, and all of the visitor comments that were posted – all of which I lost during “the Great Data Loss from Ace-Host”. I was debating sticking with the phpGallery script that I’ve been using for a few years now, but now I’m tempted to go with something a bit more clean, simple, etc. – like Lussumo’s filebrowser.

Does anyone have any experience with this?

The down side to filebrowser is that I don’t think visitors can post comments. Though that’s not always a bad thing…

One more thing – I finally updated my webcam pic. I got my hair cut a little over a month ago. I cut almost all of it off. I was trying to see how long I could go without cutting my hair until I couldn’t take it any longer…

Wasted money

My account with Acenet had automatically renewed on November 10th. On November 24th, we had the “corrupt drive” incident where I lost all of my account settings, had almost a week of downtime, etc.

Then there was the downtime and sheer unusability a couple of weeks back. I was able to FINALLY get a full backup of my site 7 days after they started moving it. 7 DAYS?!?

I opened a ticket with them about an hour ago asking to close my account and refund my remaining balance. They apologized that it didn’t work out, asked if there was anything they could do to keep me, and pasted the account termination instructions.

Get this. Here are some snippets from thier Terms of Service:

Service Level Guarantee
Acenet guarantees a 99.9% up time service level. If you are unable to obtain 99.9% access to your website, Acenet will, on an as-requested basis, issue a pro rated credit to you for future services conditional upon your submission of proof that 99.9% up time was not achieved as documented by an industry recognized and reputable third party monitoring service such as that of Alertra.com service. This guarantee shall not apply in the event of Force Majeur (as described below), scheduled maintenance periods, inability to access applications or scripts running on the server or if customer’s account is not in good standing at the time of the outage.

30-Day Money Back Guarantee
If you are not completely satisfied for any reason within the first 30 days of purchasing a hosting or reseller plan, you will be given a full refund of the fees paid in advance upon plan cancellation. The 30-Day Money Back Guarantee is only available to new customers and cannot be invoked by anyone who has ever previously been a customer of Acenet or has been a customer of Acenet for over 30 days. The following services are not covered by the 30-Day Money Back Guarantee and are non-refundable for any reason: additional items and services; domain name registration; dedicated servers; virtual dedicated servers; plan renewals; plan upgrades; plan term extensions; SSL certificates; and overage fees. To invoke the 30-Day Money Back Guarantee, you must cancel your plan exactly as outlined in the “Termination by Customer” section of this agreement within 30 days of purchase. THERE ARE ABSOLUTELY NO REFUNDS OFFERED, PROMISED OR AVAILABLE AFTER 30 DAYS OF PURCHASE.

Refunds
Refunds are only available in accordance with the 30-Day Money Back Guarantee. THERE ARE ABSOLUTELY NO REFUNDS OFFERED, PROMISED, OR AVAILABLE OUTSIDE ACENET’S 30-DAY MONEY BACK GUARANTEE.

Then how do they plan on holding up their 99.9% uptime guarantee? They give you a credit so you’re stuck with their crappy service for longer…

Termination by Customer
All plans automatically renew until terminated. In order to terminate or cancel your plan, you must submit the online account termination form at https://ace-host.net/TerminateAccount.html. Any attempts to cancel by phone, email, live chat, or any other method will be rejected and billing will continue until these instructions have been followed. Please be aware that there are absolutely no refunds available outside the 30-day money back guarantee. Termination requests must be received a minimum of SEVEN (7) days prior to the end of your plan’s term to prevent automatic renewal . If a plan has already been renewed, there are absolutely no refunds available for any reason. Acenet is unable to cancel your account effective for a future date. Once the online account termination form has been submitted, your request will be placed in our service cancellations queue and you will receive a confirmation email within 20 minutes. If you do not receive this email, your request was not received! The confirmation email will contain a Ticket ID, which is your proof of submission and can be used to track the status of your termination request.

Credit Card Chargebacks
Any Customer who initiates a chargeback on their credit card, (removal of Acenet’s debit of your credit card account for Fees) will be subject to (1) an Administrative Fee of $100.00 per chargeback, (2) re-payment of the amount(s) originally charged to the credit card (3) and immediate termination of all Customer’s Plan(s).

Is that even legal??

I think I’m going to have to eat 10 months of hosting fees because of that. I would think twice before signing up with them…

Fresh installs on a new server

As of the time of this post, I’m having issues with my web host.

They guarantee 99.9% uptime, but I had 4+ days of downtime, plus dataloss (= more downtime on my part because I had to redo everything) back in the end of November. They moved my site to a new server that was supposed to be “bigger-better-faster”, but not only did they NOT notify me in any way before they started the move, but my site has been down since they moved me.

That was Sunday. It’s been 6 days and my site is still inaccessible.
*does the math*
If I’m generous and say that I’ve only had 10 days’ of downtime over the past 8 weeks… That’s 18% downtime. Not acceptable.

SSH, SFTP, HTTP, email, cPanel. On the rare times that the site is actually accessible, it’s painfully slow. So slow in fact, that I can’t do anything. And then everything stops working again.

They claim that they’re still migrating data to the new server, installing things, and optimizing performance, so “you will experience occasional slowness”. And they have recommended that I clear my browser cache, set my browser to refresh websites on each visit, close my browser and restart my computer.

Gee, thanks guys.
I’m seriously not happy with how they’ve handled everything. I definitely would not consider it professional. It’s so ridiculous that it feels like they’re purposely patronizing me and I’ve just given up on updating my ticket stating that elorg.net is STILL down.

So to make a long story short, I’m switching from ACENET to Site5. I’m still setting things up, and because I still haven’t been able to do a full backup on my old site, everything will be a little stark and bland for the moment. Hopefully I can slip in and at least get my gallery backed up. I can deal with losing the rest. I don’t want to have to re-upload ALL of my photos again and label/comment on them all. That would take way more time than I have the patience for right now.

I was able to backup my databases, so the forum should be salvageable. My main site however, won’t be. Hence why this is now my first post. I installed the new version of WordPress which is apparently incompatible with the template that I had started, as well as the database. But I only had 3 news posts and hadn’t worked out all of the bugs in my template. So that’s no big loss.

More updates to come!