Hostgator Outage?

by MacS09 62 replies
Just checked one of my sites and discovered that all my sites hosted on Hostgator are down, can't access them with Filezilla either, and Chat support for Hostgator is min. 30 minutes wait time.

Does anyone else experience this, too?
(and no, my Internet connection is fine; how else would I be able to post here?)
#main internet marketing discussion forum #hostgator #outage
  • Profile picture of the author Dan Thompson
    It's most likely the server that hosts your sites is down, rather than the entire HG network. Have a look at their forums, they may have a maintenance notice up regarding the outage.

    Edit: Just clicked the sites in your sig and they are both up
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  • Profile picture of the author Greedy
    Did you try calling them?

    Sometimes they are faster than online chat.
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    • Profile picture of the author MacS09
      @Dan, very interesting - I clicked the links in my sig now and got 404 for both ?£#@!£&???

      Thanks, Greedy, will do.
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      • Profile picture of the author Dan Thompson
        You are getting the 404's because there is nothing uploaded to your webspace, you should be able to confirm that by logging in via FTP and looking in the public_html directory.

        If you didn't delete the files yourself then I'd quickly do a password change and a full virus/malware scan on your local machine. You'll then need to re-upload your files from a backup or cross your fingers and hope that HG have one that they can restore for you.

        Also, if you get in touch with HG and ask them to send you details of the recent FTP activity to your account you'll be able to see when the breach occurred. That's assuming it was a password compromise rather than a script on your account that was compromised and used to wipe your data.

        The other (less worrying!) explanation is a long shot, but maybe they were migrating you to a new server and the data sync is still in progress. But if that were the case, they should have sent you a notification prior to any migration taking place and also not done the IP change until the data sync had been completed.
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      • Profile picture of the author MacS09
        Update:
        Am on the phone with Hostgator - yes, there is a problem. Tech support is trying to figure out what it is.
        Half an hour later: they seem to have not installed my sites when they migrated the server. Now they're figuring out what's what. 40 minutes on the phone to them so far.

        Thanks, Dan, for the info. Nope, didn't receive any notification from them.

        30 min. later: OK, so now we find out that Hostgator switched data center and handled the communication very poorly (they admit). I am sure that my sites are not the only ones affected. Better go and check your sites if you host them on Hostgator, too.
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  • Profile picture of the author DotComBum
    I am on the shared hosting and my site is up.
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  • Profile picture of the author Ntech25
    I see so many new threads on this forum about hostgator and their services going down. Time to find a new host
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  • Profile picture of the author vishwa
    There are so many complaints are coming out about Hostgator's Bad Services after It has been Acquired by EIG Group. This is Really Bad for the company like hostgator which is earlier managed by some group of Individuals.
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    • Profile picture of the author MacS09
      Update 5 hours later:

      My sites are back...sort of.
      BUT: I still cannot access anything via FTP (Filezilla) nor am I able to log into my cPanel. Other important folders that run my videos are also still inaccessible. The whole thing has been referred back to the migration team.

      This mess is a first for Hostgator. Pity, I used to be quite happy with the service until now. Yes, time to rethink.
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      • Profile picture of the author Kingfish85
        Originally Posted by MacS09 View Post

        Update 5 hours later:

        My sites are back...sort of.
        BUT: I still cannot access anything via FTP (Filezilla) nor am I able to log into my cPanel. Other important folders that run my videos are also still inaccessible. The whole thing has been referred back to the migration team.

        This mess is a first for Hostgator. Pity, I used to be quite happy with the service until now. Yes, time to rethink.
        Was there no explanation on what the problem was?
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      • Profile picture of the author Thriftypreneur
        Originally Posted by MacS09 View Post

        Update 5 hours later:

        My sites are back...sort of.
        BUT: I still cannot access anything via FTP (Filezilla) nor am I able to log into my cPanel. Other important folders that run my videos are also still inaccessible. The whole thing has been referred back to the migration team.

        This mess is a first for Hostgator. Pity, I used to be quite happy with the service until now. Yes, time to rethink.
        Do you not have backups of your sites/files?

        Not trying to justify HostGator's incompetence here, but if you do any sort of commercial business online you should be backing your stuff up after every update. Makes times like this much less catastrophic.
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        • Profile picture of the author MacS09
          Update 12 hours later:

          Just to answer your questions first: yes, I have complete backups of every site (I create my sites with WP and use the Duplicator plugin to back them all up after modifications). However, all the backups were useless as I couldn't get FTP access to my sites. :rolleyes:

          The problem? As stated earlier, Hostgator migrating to a new data center created this mess. Did this have anything to do with the new owners?

          So far, problems are still unresolved. Spent anther 40 minutes on chat and finally got ftp access again. They had changed my IP address but failed to let me know,

          Communication during this process was non-existent. They promised to keep me updated but never did. I suspect they did not even work on the problems.

          As of now, I still don't have access to my cPanel (the migration team is on it, now..., or so they say).

          Equally bad is that I still can't get access to my Easy Video Player installation. As I work mainly with video, this isn't funny at all.

          If this is symptomatic of what Hostgator is becoming, there could well be an exodus that I would join. OK, let's check the other threads here on alternatives to Hostgator. What a pain!

          BTW: WF keeps crashing, too. Time to emigrate to Mars.
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          • Profile picture of the author Kingfish85
            Originally Posted by MacS09 View Post

            Update 12 hours later:

            Just to answer your questions first: yes, I have complete backups of every site (I create my sites with WP and use the Duplicator plugin to back them all up after modifications). However, all the backups were useless as I couldn't get FTP access to my sites. :rolleyes:

            The problem? As stated earlier, Hostgator migrating to a new data center created this mess. Did this have anything to do with the new owners?

            So far, problems are still unresolved. Spent anther 40 minutes on chat and finally got ftp access again. They had changed my IP address but failed to let me know,

            Communication during this process was non-existent. They promised to keep me updated but never did. I suspect they did not even work on the problems.

            As of now, I still don't have access to my cPanel (the migration team is on it, now..., or so they say).

            Equally bad is that I still can't get access to my Easy Video Player installation. As I work mainly with video, this isn't funny at all.

            If this is symptomatic of what Hostgator is becoming, there could well be an exodus that I would join. OK, let's check the other threads here on alternatives to Hostgator. What a pain!

            BTW: WF keeps crashing, too. Time to emigrate to Mars.
            Sounds like history is repeating itself almost every time EIG purchases another web host. Sorry that you have to go through this - moving servers/accounts isn't all that complicated but should be done with care and proper communication.

            Everything being hosted at softlayer will end up getting moved to bluehost. Guarantee more of these threads will be popping up.
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            • Profile picture of the author MacS09
              Update 24 hours later:

              When the same problems still persisted I contacted the Chat support yet again (5th time).

              1 hour and 25 minutes later, I had access to cPanel and my EVP installation.
              They blamed corrupted cache (why couldn't that have been checked yesterday???) and other such things.
              Regrettably noteworthy is that although they promised to sort things out and let me know, they only sprang into action when I contacted them again. As if customer care wasn't one of their priorities. What? Not in a business like hosting? :confused:
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              • Profile picture of the author Kingfish85
                Originally Posted by MacS09 View Post

                Update 24 hours later:

                When the same problems still persisted I contacted the Chat support yet again (5th time).

                1 hour and 25 minutes later, I had access to cPanel and my EVP installation.
                They blamed corrupted cache (why couldn't that have been checked yesterday???) and other such things.
                Regrettably noteworthy is that although they promised to sort things out and let me know, they only sprang into action when I contacted them again. As if customer care wasn't one of their priorities. What? Not in a business like hosting? :confused:
                The problem should have been evaluated and corrected the first time. This isn't how customer service should be handled. You shouldn't have to raise hell multiple times to get something fixed.
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      • Profile picture of the author kpmedia
        Originally Posted by MacS09 View Post

        Update 5 hours later:

        My sites are back...sort of.
        BUT: I still cannot access anything via FTP (Filezilla) nor am I able to log into my cPanel. Other important folders that run my videos are also still inaccessible. The whole thing has been referred back to the migration team.

        This mess is a first for Hostgator. Pity, I used to be quite happy with the service until now. Yes, time to rethink.
        This is EIG's mo. It's finally here.

        They've done this to so many other hosts to save some bucks -- change to an infriro datacenter. Netfirms was the most recent one, and it's completely screwed over customers. So many bailed.

        I experienced it first hand about 7-10 years ago -- THREE TIMES! \The worst one was Readyhosting. After a week, my site was still down/
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    • Profile picture of the author farahtenhoff148
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  • Profile picture of the author Cliff696
    My sites haven't been going down, but access to the backend of my WP sites has been really buggy the last month or two. I'm getting 503 errors frequently. Considering some better hosting myself.
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    • Profile picture of the author jaymiekeib720
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  • Profile picture of the author seoraghu
    Recently I had major trouble in our company website, the website is hosted in Hostgator. They have changed our server recently but as soon as they changed our company website was started spam attack and was blocked by Google Safety team and we were not able to open the website at all.

    Later we will have spend lot of time and scold host gator to get it back, they have made everything fine after 3 days till that our company website was down. Really the question mark on host gator reputation.
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    • Profile picture of the author kpmedia
      Originally Posted by seoraghu View Post

      Really the question mark on host gator reputation.
      It's owned by EIG now, and that's the reputation on the line. There is no "Hostgator" company, not really, but "EIG". And EIG's reputation is already in the toilet. More folks at this site need to realize this. The old HG is gone; it died in 2012, more than a year ago.

      If any of you are smart, you'll find another host before it gets worse. Many of this knew this would happen eventually, if it's true (and I have no reason to doubt that it is).

      Try Site5, Arvixe, Stablehost. Those are independently owner and operated, not EIG owned.
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      • Profile picture of the author dvduval
        Originally Posted by kpmedia View Post

        Try Site5, Arvixe, Stablehost. Those are independently owner and operated, not EIG owned.
        Good recommendations and I agree. I have accounts with Site5 and Arvixe, and I think they are both great hosts.
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  • Profile picture of the author gm777
    it's sad, I had no problems with hg before, and I do backups every day
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  • Profile picture of the author mrgoe
    Just to keep you all informed, the problem got fixed, I actually waited the 30 mins just to ask if they have the backups of my websites. They said it will get fixed and it did, and it didn`t cost me more than 200$ in yesterday's sells, so I`m kinda ok.
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    • Profile picture of the author Kingfish85
      Originally Posted by mrgoe View Post

      Just to keep you all informed, the problem got fixed, I actually waited the 30 mins just to ask if they have the backups of my websites. They said it will get fixed and it did, and it didn`t cost me more than 200$ in yesterday's sells, so I`m kinda ok.
      What problem did you have? This is your only reply to this thread...
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  • Profile picture of the author loudINMedia
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    • Profile picture of the author KaylaB
      I discovered tonight that my reseller account is down. Can't login to my CPanel; getting a 503 Under Maintenance error. I have several client accounts hosted here,which of course are all down. Called Hostgator and they told me there is a big problem with my server, they don't have redundant servers and there is NO ETA when it will be fixed.

      After reading all the posts about Hostgator and their migration problems etc. I am looking to move to another hosting account - tomorrow!

      To complicate matters more, these are mobile sites, so the main sites - which are fine - are now redirecting to sites that are down. I was able to take the redirect off on one of them, but don't have access to the others.

      Sigh.
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      • Profile picture of the author Kingfish85
        Originally Posted by KaylaB View Post

        I discovered tonight that my reseller account is down. Can't login to my CPanel; getting a 503 Under Maintenance error. I have several client accounts hosted here,which of course are all down. Called Hostgator and they told me there is a big problem with my server, they don't have redundant servers and there is NO ETA when it will be fixed.

        After reading all the posts about Hostgator and their migration problems etc. I am looking to move to another hosting account - tomorrow!

        To complicate matters more, these are mobile sites, so the main sites - which are fine - are now redirecting to sites that are down. I was able to take the redirect off on one of them, but don't have access to the others.

        Sigh.
        Sounds like it's directly related to the migration. I've heard some people reporting that they've been told "upgrade, RAID problems, processor issues" etc. I'd assume that those are just excuses to buy time during the migration unfortunately.
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  • Profile picture of the author Brian Tayler
    Users are likely going to notice a change because of the merger (and no NOT good change)

    You get what you pay for.

    There are MANY good hosting providers out there. Many close in price to host gator too.

    Visit webhostingtalk.com and visit the shared or reseller advertising sections... Then the review sections.

    Do your homework on your host. After all it's basically your store front.

    As of late.. Host gator hosting is no better than godaddys and that's saying something.

    Host gator WAS good at one time... Sadly those days are long gone.
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  • Profile picture of the author brutecky
    I have had some problems with Hostgator the last few days. I spoke to chat support which is horrible. First I had to wait for 25 minutes. Then I got a guy who was taking 5 minutes between messages, it seemed very obvouse that he was doing several chats at once. His messages where also very general and not helpful in any way. After a while I just closed the chat, my issue was never resolved. I normally like HostGator, but in this case I was extremely unsatisfied. Also my site issues where never resolved.
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    • Profile picture of the author Kingfish85
      Originally Posted by brutecky View Post

      I have had some problems with Hostgator the last few days. I spoke to chat support which is horrible. First I had to wait for 25 minutes. Then I got a guy who was taking 5 minutes between messages, it seemed very obvouse that he was doing several chats at once. His messages where also very general and not helpful in any way. After a while I just closed the chat, my issue was never resolved. I normally like HostGator, but in this case I was extremely unsatisfied. Also my site issues where never resolved.
      So wait, are your issues still there? If so, I would recommend escalating a ticket or looking into a new provider..
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      • Profile picture of the author brutecky
        Originally Posted by Kingfish85 View Post

        So wait, are your issues still there? If so, I would recommend escalating a ticket or looking into a new provider..
        Yea issues are still there.

        I didnt post a ticket because this particular site is just one I use for development. Its only so I dont have to maintain my own box for PHP. If it was a live site for users Id be on the phone with them right now. Mostly time out issues. up to 6500ms response time and sometimes no response at all. I ran PingPlotter and it is on there end, but they dont seem to care to much. Also quite honestly with how poor there chat service is I have little faith in there customer service or desire to go through there nonsense again unless its really required. I mean you wait on hold for 25 minutes and they cant even give you a support rep that devotes his attention just to you. Very lame.
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        • Profile picture of the author Kingfish85
          Originally Posted by brutecky View Post

          Yea issues are still there.

          I didnt post a ticket because this particular site is just one I use for development. Its only so I dont have to maintain my own box for PHP. If it was a live site for users Id be on the phone with them right now. Mostly time out issues. up to 6500ms response time and sometimes no response at all. I ran PingPlotter and it is on there end, but they dont seem to care to much. Also quite honestly with how poor there chat service is I have little faith in there customer service or desire to go through there nonsense again unless its really required. I mean you wait on hold for 25 minutes and they cant even give you a support rep that devotes his attention just to you. Very lame.
          That is insane. I mean, you are paying for a service, regardless if it is not a live site or not. Those response times are simply unacceptable. 6500ms is nuts. I am surprised you have let it gone this far..
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  • Profile picture of the author kpmedia
    Seriously, find a new host. Leave. There's no excuse for that.
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  • Profile picture of the author JonBird
    Agree with kpmedia... time to look for a new hosting service. Sadly, things seem to have gone downhill at Hostgator since they were taken over.
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  • Profile picture of the author JeanneLynn
    I lost the last 3 posts from my blog. I'm not sure if this is a temporary issue or if I should just repost them. I've had hostgator for several years and I've always been happy. I guess I may have to look into getting a new hosting company if they've gone bad.
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    • Profile picture of the author Kingfish85
      Originally Posted by JeanneLynn View Post

      I lost the last 3 posts from my blog. I'm not sure if this is a temporary issue or if I should just repost them. I've had hostgator for several years and I've always been happy. I guess I may have to look into getting a new hosting company if they've gone bad.
      Depends on the frequency of the database backups and when the posts were made. I would certainly ask them.
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    • Profile picture of the author kpmedia
      Originally Posted by JeanneLynn View Post

      I lost the last 3 posts from my blog. I'm not sure if this is a temporary issue or if I should just repost them. I've had hostgator for several years and I've always been happy. I guess I may have to look into getting a new hosting company if they've gone bad.
      Usually when content is missing, that is the most recent backup.
      It's gone.
      Not good!

      People who are leaving Hostgator should consider Arvixe or Site5 as a quality replacement.
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  • Profile picture of the author seobro
    This is becoming more common. Mostly after they were bought up. Yeah, by another company. I understand that they have to trim expenses. Still, that is bad for us. At one time I was a HG reseller, but I can no longer recommend their service. Be careful as your mileage may vary. Not only do you lose customers when your website is down, but many will not come back when it finally comes back up.
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    • Profile picture of the author tstowe
      Wow, yeah, I had the same issue. They're still having database issues on my server, but my sites were up and live and "migrated" (better to have said aborted) for a week before I found out. I've been quite pissed with them lately and though they're finally fixing it and gave me a month's credit I feel for all the bullshit and legwork I had to do for them (I basically had to tell their admin where to look for the problem at the end) and then to find out that there's something else going on too (someone hacking the servers now, probably DDOS) I'm still more than disappointed. It all started with that damn migration I wasn't notified about. My brother had this same problem the last month, now I had it and it was worse and you had it too... Where's Brent?
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      • Profile picture of the author Kingfish85
        Originally Posted by tstowe View Post

        Wow, yeah, I had the same issue. They're still having database issues on my server, but my sites were up and live and "migrated" (better to have said aborted) for a week before I found out. I've been quite pissed with them lately and though they're finally fixing it and gave me a month's credit I feel for all the bullshit and legwork I had to do for them (I basically had to tell their admin where to look for the problem at the end) and then to find out that there's something else going on too (someone hacking the servers now, probably DDOS) I'm still more than disappointed. It all started with that damn migration I wasn't notified about. My brother had this same problem the last month, now I had it and it was worse and you had it too... Where's Brent?
        Unfortunately Brent doesn't own the company any longer. Even though he stated he'd "remain active & oversee things" I highly doubt that's happening.

        It's unfortunate that you're going through these issues, more care & preparation should have taken place.
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  • Profile picture of the author ashishthakkar
    Just checked one of my sites and discovered that all my sites hosted on Hostgator are down, can't access them with Filezilla either, and Chat support for Hostgator is min. 30 minutes wait time.

    Does anyone else experience this, too?
    How many sites were down ?

    Everything functioning like before?

    I see images on my blogs are not showing because they are pointing towards path on old server.
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  • Profile picture of the author TTGSteve
    When isn't HostGator down? I worked on a site for this a friend of mine that hosts through HostGator. It was a pain, because every minute, the server would go down for 20-30 seconds. Horrible.
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  • Profile picture of the author goneebo
    Request a free month for the downtime + know your server (ex: brady.hostgator.com) so you can ping or use free webservices that notify you when you are down. Agree with Dan > generally just ur server is down :\
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  • Profile picture of the author KaylaB
    I should have transferred to another reseller when my sites first went down two weeks ago. Instead I had to deal with a 50 hour outage over the weekend and tonight it was down again for "scheduled maintenance". I moved a few of my clients accounts on the weekend - fortunately I had my own backups. Can't wait to get all my sites off Hostgator.
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  • Profile picture of the author Action Junkie
    I cant understand how a company that was rock solid no later than two years ago can be crap so fast. I bet they didn't keep hostgators technical staff. been there bought the T-shirt
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  • Profile picture of the author astralguy
    Today I woke up to see following banner on all my websites hosted on hostgator:-

    503 Under Maintenance
    We are currently performing scheduled maintenance. We will be back soon!


    Hostgator Cpanel is also not opening. Its been over an hour so I opened my emails to check whether I was informed about this so called scheduled maintenance but they did not. I am also facing slow server responses these days from hostgator which is unexpected from a large hosting company. Apart from this, hostgator is also sending other temporary errors atleast 2-3 times a week.

    I contacted Hostgator Live chat and here is their response:-

    Hostgator Team: Your server is currently under scheduled maintenance.
    Me: but I was not informed about this scheduled maintenance.
    Hostgator Team: According to our Terms of Services, we are not obligated to inform you about this.

    I feel this is utter irresponsibleand rude practice by hostgator.
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    • Profile picture of the author Kingfish85
      Originally Posted by astralguy View Post

      Today I woke up to see following banner on all my websites hosted on hostgator:-

      503 Under Maintenance
      We are currently performing scheduled maintenance. We will be back soon!


      Hostgator Cpanel is also not opening. Its been over an hour so I opened my emails to check whether I was informed about this so called scheduled maintenance but they did not. I am also facing slow server responses these days from hostgator which is unexpected from a large hosting company. Apart from this, hostgator is also sending other temporary errors atleast 2-3 times a week.

      I contacted Hostgator Live chat and here is their response:-

      Hostgator Team: Your server is currently under scheduled maintenance.
      Me: but I was not informed about this scheduled maintenance.
      Hostgator Team: According to our Terms of Services, we are not obligated to inform you about this.

      I feel this is utter irresponsibleand rude practice by hostgator.
      Not obligated to notify customers? That's ridiculous.
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  • Profile picture of the author likemike
    Wow what a bunch of BS that stuff is above this post. Sorry for anyone who might read it. Anyhow -- Hostgator has been having trouble for a while-- at least six months with capacity issues. We moved all out sites elsewhere when we realized it. Good luck to all who are still there!
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    • Profile picture of the author astralguy
      Originally Posted by likemike View Post

      Hostgator has been having trouble for a while-- at least six months with capacity issues. We moved all out sites elsewhere when we realized it. Good luck to all who are still there!
      Where did you took your website to? what hosting plz share?
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  • Profile picture of the author prashanna
    I got my site down too but for 3 hours only. I heard Hostgator is changing their servers so some issues with them lately. I agree with Greedy... Call them !
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    • Profile picture of the author Badgerx09
      Nope. I now have all of my websites hosted through HostGator and have never had a problem with them when it comes to uptime. DreamHost on the other hand...
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  • Profile picture of the author fpdeziner
    It happens sometimes when they change their servers, also some times the whole system gets busy. But good thing is it does not last longer than a couple of hours.
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    • Profile picture of the author astralguy
      Originally Posted by fpdeziner View Post

      It happens sometimes when they change their servers, also some times the whole system gets busy. But good thing is it does not last longer than a couple of hours.
      It lasted for 5 hours in my case, if they were changing servers why can't they inform the customer in advance. They did this maintenance thing during peak visitor hours and their customer care had no clue about why hostgator is displaying 'under maintenance sign' and how long it will take to complete, which is highly unprofessional and irresponsible.

      Originally Posted by M@tt View Post

      Take heed of the warning signs and find a new host now?
      Yes I am looking for new servers.
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      • Profile picture of the author Kingfish85
        Originally Posted by astralguy View Post

        It lasted for 5 hours in my case, if they were changing servers why can't they inform the customer in advance. They did this maintenance thing during peak visitor hours and their customer care had no clue about why hostgator is displaying 'under maintenance sign' and how long it will take to complete, which is highly unprofessional and irresponsible.


        Yes I am looking for new servers.
        They've never alerted half their customers with any migrations. People were getting told there were hardware failures (one was a raid failure) and that the array was being repaired, only to find hours later their sites are located in a completely different datacenter.
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  • Profile picture of the author Hugh
    Host 4 Profit dot com is the answer (if your time is worth anything)

    Hugh
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  • Profile picture of the author Tim_Carter
    Hostgator was just moving things to new servers. My sites were down for a few hours yesterday for the migration. There was a notice in my account about it when I signed into the back end. So no big deal.

    Have never had any problems with HG in the last seven years. A lot of overreaction in this thread.
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    • Profile picture of the author Kingfish85
      Originally Posted by Tim_Carter View Post


      Have never had any problems with HG in the last seven years. A lot of overreaction in this thread.
      You have no idea how many people "weren't" notified about anything and fed some bogus reasons such as hardware failures etc only to find their data had been moved to a completely different datacenter. There's no overreaction here...
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    • Profile picture of the author astralguy
      Originally Posted by Tim_Carter View Post

      There was a notice in my account about it when I signed into the back end. So no big deal. A lot of overreaction in this thread.
      No big deal for you because you are the only one who got the email in advance.
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  • Profile picture of the author goozleology
    [DELETED]
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  • Profile picture of the author nicheblogger75
    I don't seem to be having any issues (knock on wood). Maybe it was just certain servers that are having maintenance done?
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  • Profile picture of the author robhuw
    Originally Posted by MacS09 View Post

    Just checked one of my sites and discovered that all my sites hosted on Hostgator are down, can't access them with Filezilla either, and Chat support for Hostgator is min. 30 minutes wait time.

    Does anyone else experience this, too?
    (and no, my Internet connection is fine; how else would I be able to post here?)
    I have had a few issues with them on a few sites in the past.
    I have a 40 min wait, so I phoned them straight away.
    Phone number:
    International 00+1-713-574-5287

    Hope this helps and you sort things out.
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