Resellerzoom, InnoHosting... now what?

Portal Home > Knowledgebase > Articles Database > Resellerzoom, InnoHosting... now what?

Posted by joshuayip, 10-10-2010, 10:08 AM
I have been a happy client with ResellerZoom despite of all the bombarding here and there. Unfortunately things aren't going too well lately for me I was hosted on a server in Singapore data center, which I was charged 24.95. They recently moved us to Texas. There was not much visibility of this moving in the forum or announcement. I had to ask X number of times in the ticket, and until I got a live chat guy to say it is in Texas, but he / she cannot reveal the dc name... what a weird way of doing business. But for plans in US, they only charge 17.95. Guess what I am overcharged! Never mind that because all I wanted is a good service up time. Now after the migration, the sites are in US. BUT the domain names (local ones in Malaysia) don't work any more... even though RZ said the NS ips are still the same... they "migrated" the IP over... Still there was another new IP for the NS being used, even though the existing IP was being migrated over... So since the old IP doesn't work, I tried updating to the new IP instead.. doesn't work either! The key point is it does not resolve to the server (maybe??) OR is the new server giving me problem?. My clients has been unhappy for the past one week because I don't know whats wrong. I log a few tickets with RZ. They keep saying it's working on theirside. Please try again. I felt like its a bot talking to me... no one seems to be concern that's been going on one week... all they say is , it's loading from our site. I asked a few guys from Malaysia to try it, some gets it some don't get the sites loaded.... I am still wondering why. Now I am trying to get some help here from my other service provider, InnoHosting. I was thinking about migrating one site to their server to see if the .MY sites resolves to their server. I checked with tech on live chat, they can't promise me when migration can happen. They just log a ticket for me, and says that migration dept will get back to me. After more than 24 hours of waiting, 0 response from migration or help desk.... Now, I have to think about how to answer to my client... Is it the NS's fault, RZ's fault or InnoHosting fault's or is it my bad luck having these non responses... where can you really find a decent host who is damn interested in making sure MY customer stays happy?? I am just talking about pure up time here... moving boxes here and there aren't healthy for my biz. And a host who cant tell you when they can handle your migration isn't also as impressive. Migration is a planned exercise, but not many hosting provide WILL do this with you to ensure smooth transition. After moving, they leave me hanging.... sigh... What would you do or would you have done... if you are in my shoes... or would you recommend me another reseller provider? Last edited by joshuayip; 10-10-2010 at 10:14 AM.
Posted by rv_irl, 10-10-2010, 01:30 PM
Hi Joshua I'm sorry to hear about your experience. We do state that customers should allow upto 2 working days for a migration. This is because our migrations are handled in a queue based system. As such I wouldn't necessarily say it is someones fault since the migration is still within the times we advertise.. We do offer a free rush migration service as well which ensures migrations are handled typically within 35-40mins. Shoot me an email at rameen[at]InnoHosting.com with your ticket Id and I'll do my best to see if I can expedite the request for you.
Posted by wlsiew, 10-10-2010, 01:37 PM
Hi joshuayip, if u need help from Malaysia, PM me.
Posted by joshuayip, 10-10-2010, 01:54 PM
Thanks Rameen, I have DIY some of those myself. Except now I needed to restore the cpanel account. Dropped you an email. Thanks!
Posted by joshuayip, 10-10-2010, 01:57 PM
Amazingly (as I have expected) when I change my ns ip server to InnoHosting, one MY domain instantly comes up .... WHAT'S HAPPENING IN YOUR SERVER RESELLERZOOM!?!?!?!? Thanks wlsiew. I honestly am not technical enough to find out all these...I guess I don't know where to ask for a favour to start with.. haha.. got to catch some sleep after all these "headaches".
Posted by rv_irl, 10-10-2010, 02:58 PM
Hi Joshua Great to hear everything runs fine on our systems! I've received your email and will be answering it shortly
Posted by DigiCroft, 10-10-2010, 11:50 PM
A trace route shows that path that a connection takes from your computer to a website, or another computer. If you are using the Windows operating system, follow these steps to get the trace route results: • From your Start Menu, go to "Programs", then to "Accessories". • Here you will find either "MS-DOS Prompt" or "Command Prompt". • Click on that program and a window should appear with some information regarding your version of windows and a prompt. The prompt should be similar to the following: Microsoft Windows XP [Version 5.1.2600] (C) Copyright 1985-2001 Microsoft Corp. C:\WINDOWS> NOTE: The command prompt window may show different text than the above. However, that will not affect this process. At the prompt, enter the following: tracert YourDomainName.com After typing this press ENTER, you will get back a long list of information, and it will return to the original prompt you started with. To copy the results, right click on the menu bar of this window, go to "Edit" and select "Mark". Starting at the upper left-hand corner of the command prompt window, highlight the full contents of the trace results. Once you have it all highlighted, press the ENTER key on your keyboard. This will put the highlighted information into your Windows clipboard, allowing you to paste that into a text file. If you are using Macintosh OSX, you can use an application called Terminal to run a trace route. You should be able to locate Terminal in your hard drive in the Utilities folder, under Applications. NOTE: Terminal uses a command-line interface. This means you'll be entering commands at a prompt rather than using the more familiar Aqua graphic interface. Once you have launched Terminal, enter the following to run the trace route: traceroute YourDomainName.com Once this has completed, highlight the contents of the Terminal window. Click on the "Edit" menu and select "Copy". You can then paste this information into a text file, which you would then attach to your response. this is quite a few steps; however this will allow to further research the problem you are experiencing.
Posted by wlsiew, 10-11-2010, 05:18 AM
No worries, good to hear everything works for u. Better get some rest
Posted by astutiumRob, 10-11-2010, 07:57 AM
You've let your clients be down a *week* and you've not done basic troubleshooting - like looking at your dns zones, using a dns checker, pinging and tracerouting to the domains and server ... no wonder they're unhappy.
Posted by Jennifer Robinson, 10-11-2010, 09:39 AM
Looking at the OP's original thread, I was amazed by the fact that Reseller Zoom did not notifiy their clients about server migration. This is not a sign of a good professional company and all clients should have been notified in advance regarding the migration of servers.. Hopefully the OP's issues get resolved soon as too much downtime is never good for business.. Good luck.
Posted by joshuayip, 10-11-2010, 10:13 AM
It's kind of like a CIA operation, you know ... moving us from Singapore DC to US DC, without getting our consent (probably they are exercising their rights within the contract, still...) ... and over charging us... Instead of wasting my time getting the few dollars back I think I will just concentrate on moving out I remember the good old days with Kiet was around. the founder, who sold it off. I wonder what is he doing now... Anyone knows if he has opened a new web hosting company ???
Posted by joshuayip, 10-11-2010, 10:17 AM
Thanks DigiCroft... I have tried doing that long time back. But I "hear" some people say our country's ISP has kind of blocked this... I am getting request time out after hitting my ISP... even with working servers and domain name...
Posted by joshuayip, 10-11-2010, 10:50 AM
Initially I did say to them my server is being "upgraded"... who would have known it turned out to be a moving operation... I did explain to my clients that they will have some down time... I expected it to be completed over the weekend (last weekend). After that, all the sites start falling apart. I was still IP propagation takes 24 hours, some say 48 hours... So I thought maybe my country's infrastructure is a bit more backward, and it takes 48 hours??? Well...I guess my assumptions was wrong, it was all RZ all along...

Add to Favourites Print this Article