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Hostgator Reseller Account - Down 3 Times in 3 Weeks

by Fernando Veloso
27 replies
Disclaimer: I am a Hostgator customer for years, and this is the first time I encounter issues like this. But enough is enough.

Oh boy,

Not sure what is going on with this hosting plan in particular, a brand new Hostgator Reseller Account, , but since Apr 30, 2012 it's the third time server gets down for 30/60 minutes.

- First time it was a site consuming server resources - not my fault.
- Second time it was a scheduled RAID Controller swap - not my fault.
- Third time, today, still waiting for a official response - but again, not my fault.

In the end, I have to explain my angry customers why we adviced them HG (one of the best in the business) and now their sites are down once a week ??!?!

WTH!!! Hostgator!! What the hell is wrong with you?!?! I'm getting tired of all this ****, honestly. Today I'll have to explain my customers (again) why their sites were down - yeah, they know cause they use UpTimeRobot.

Hostgator is costing me customer trust and, ultimately, money. And I hate to lose good customers over something I ain't did nothing.



Anyone else with similar problems since April 30?
#account #hostgator #reseller #times #weeks
  • Profile picture of the author IulianP
    Everything is smooth for me, no problem with hostgator in april 2012
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  • Profile picture of the author Ettienne
    I have no idea what's going on with Hostgator these days.
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  • Profile picture of the author topnichewebsites
    I have clients on hostgator and only 1 time since your date did I hear there site was down but they gave notice. Not sure what server you are on, maybe you can talk to them about switching to a new server with them. Just a thought.
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    • Profile picture of the author Fernando Veloso
      Originally Posted by topnichewebsites View Post

      I have clients on hostgator and only 1 time since your date did I hear there site was down but they gave notice. Not sure what server you are on, maybe you can talk to them about switching to a new server with them. Just a thought.
      Thats exactly what I asked first place, but live chat support told me I had to re-install all sites in new plan ... I mean, not an easy task, especially with WP sites.

      I have a support ticket going on since first issue, and waiting for response right now.

      My problem is: if they have someone in that server crashing IT, why Hostgator don't shut them for good?

      Is it really normal to have a lot of clients pissed off over ONE site?
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      • Profile picture of the author WillR
        Originally Posted by Fernando Veloso View Post

        Thats exactly what I asked first place, but live chat support told me I had to re-install all sites in new plan ... I mean, not an easy task, especially with WP sites.
        Get a product like WPTwin and transferring those Wordpress sites over to a new server will take you about 60 seconds per site. Piece of cake.
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  • Profile picture of the author mydream247
    Hi, send an email to letusknow at hostgator dot com special insider email for escallations.

    Include your ticket # and your issue, let them know you are loosing customers, which means they are also loosing money.

    Trust me they will respond.

    Good Luck,
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    • Profile picture of the author Fernando Veloso
      Well, HG have responded - as usual...

      "We're monitoring the server, yadda yadda yadda... but feel free to upgrade..."



      Oh c'mon now.

      WHY would I upgrade if ain't my customers doing nasty things on that server? WHY Hostgator simple doesn't shut the site(s) damaging everyone in that server? Jesus, this crap beast me.

      Will, thanks for that mate.

      Edit Just for the record: Hostgator always responded to my tickets. ALWAYS. Problem is, their answer doesn't solve my problems.
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      • Profile picture of the author Wakunahum
        I have had them for about 5 years without problems.

        In the last week they have been down almost everyday, they lost a wordpress database in an upgrade, I couldn't and still can't access email on my accounts, and currently my pages are down yet again although yesterday they said they were done with upgrades.

        It's very frustrating.
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        • Profile picture of the author Fernando Veloso
          Originally Posted by Wakunahum View Post

          I have had them for about 5 years without problems.

          In the last week they have been down almost everyday, they lost a wordpress database in an upgrade, I couldn't and still can't access email on my accounts, and currently my pages are down yet again although yesterday they said they were done with upgrades.

          It's very frustrating.
          Same here, we've been working WITH them for years now, 3 different plans, and this one is a mess. 3 Downtimes in 15 days is just too much for me, and for my customers.

          But hopefully they get it sorted out - otherwise I'll move these customers somewhere else. It's a pain to TRY to explain customers how one of the best companies in the hosting world has so many problem in such a short time.

          Very, VERY frustrating.

          And in the end, people think I am lying to them when I say "go with Hostgator - they're the best"...



          Edited to add: These are local small sites, so you can imagine they aren't using resources like maniacs...
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          • Profile picture of the author Wakunahum
            Originally Posted by Fernando Veloso View Post

            Same here, we've been working WITH them for years now, 3 different plans, and this one is a mess. 3 Downtimes in 15 days is just too much for me, and for my customers.

            But hopefully they get it sorted out - otherwise I'll move these customers somewhere else. It's a pain to TRY to explain customers how one of the best companies in the hosting world has so many problem in such a short time.

            Very, VERY frustrating.

            And in the end, people think I am lying to them when I say "go with Hostgator - they're the best"...



            Edited to add: These are local small sites, so you can imagine they aren't using resources like maniacs...
            I feel bad because 2 weeks ago I helped someone set up a new account on hostgator telling them it was the best with a 5 year history of no problems and now there are issues.

            I checked the server CPU load. It should be at 4 ideally with 10 being the number hostgator shoots for. Right now it's hovering between 50-170 which is way too much causing nothing to load as it all times out.

            I don't know what it going on at the moment. They say maintenance is being done for seo and reseller servers.
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            • Profile picture of the author mraffiliate
              One of my client's uses Host Gator and his site will go down often because he checks his email with his ipad and iphone which causes processes to accumulate and after about 19-25 process his site will go down with a 500 error. He will have to go in and manually kill the process to get his site to come back up or his site will be down until the process fall off naturally.
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  • Profile picture of the author Cecil Dee
    I too have been with hostgator for over a year and am experiencing outage issues right now with many of my sites so far. This is very discouraging.
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  • Profile picture of the author fenway2k
    Wow I really hate seeing this. I've had my reseller account with Hostgator for about 10 years now. Mainly for my web design and hosting business, more recently with internet marketing and I have never had a single issue with them. If there are issues, I hope they get better soon.
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    • Profile picture of the author Fernando Veloso
      Originally Posted by fenway2k View Post

      Wow I really hate seeing this. I've had my reseller account with Hostgator for about 10 years now. Mainly for my web design and hosting business, more recently with internet marketing and I have never had a single issue with them. If there are issues, I hope they get better soon.
      Right on.

      When I mix the word business in it, I expect a better service with a Reseller Plan then with a BaByPlan... and this is NOT the case right now.

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  • Profile picture of the author Kenny Damian
    Originally Posted by Fernando Veloso View Post

    Disclaimer: I am a Hostgator customer for years, and this is the first time I encounter issues like this. But enough is enough.

    Oh boy,

    Not sure what is going on with this hosting plan in particular, a brand new Hostgator Reseller Account, , but since Apr 30, 2012 it's the third time server gets down for 30/60 minutes.

    - First time it was a site consuming server resources - not my fault.
    - Second time it was a scheduled RAID Controller swap - not my fault.
    - Third time, today, still waiting for a official response - but again, not my fault.

    In the end, I have to explain my angry customers why we adviced them HG (one of the best in the business) and now their sites are down once a week ??!?!

    WTH!!! Hostgator!! What the hell is wrong with you?!?! I'm getting tired of all this ****, honestly. Today I'll have to explain my customers (again) why their sites were down - yeah, they know cause they use UpTimeRobot.

    Hostgator is costing me customer trust and, ultimately, money. And I hate to lose good customers over something I ain't did nothing.



    Anyone else with similar problems since April 30?
    Holy ****! I just transfered my websites to Hostgator and past the money back guarantee period. Hope I don't get into that situation.
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    • Profile picture of the author Charles E. White
      I would ask them to change servers too. I have used them for years without a problem.
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      • Profile picture of the author Fernando Veloso
        Originally Posted by Charles E. White View Post

        I would ask them to change servers too. I have used them for years without a problem.
        Most probably that will happen if this situation repeats (again)... I love them and been using HG for years without major issues, but in a Reseller plan this kind of problems should be avoided.

        I know HG can't promise a "clean" server, but if there is someone putting all the others in trouble, he should get "asked" to move out/move up.
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  • Profile picture of the author Fat Tony Saturno
    Have a reseller plan having the same problem as in above posts. Been with them for ten years. All sites are down at least three times a week 30 to 60 min.
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  • Profile picture of the author jivens
    Banned
    Switch to site5 man. They rock and I've NEVER had a problem with them in two years!
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  • Profile picture of the author wackiin
    im another thats been with hostgator over 3 years on a reseller plan and never had that kinda trouble
    Ive have 1-2 small things in the hole time Ive been there but i wouldnt go anywhere else
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  • Profile picture of the author Fernando Veloso
    Update.

    It was an hardware issue and they replaced something. can't remember what it was.

    Since then everything is smooth again - as it should be

    Knock on wood!!
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  • Profile picture of the author MayfairNoble
    Had my sites go down recently as well. Support wasn't helpful when I contacted them. Unusual, as Hostgator have been very reliable for me in the past.
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  • Profile picture of the author paradajz1
    i havent had no problems with them , its strange
    Great it worked up for you
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  • Profile picture of the author FrankMiller
    Hostgator was sold recently to another company. I hope this isn't a sign of things to come.
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    ...

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    • Profile picture of the author Fernando Veloso
      Originally Posted by FrankMiller View Post

      Hostgator was sold recently to another company. I hope this isn't a sign of things to come.
      Hope not, many sites hosted with them, including customer websites.... But you know, if they start delivering low service, IM community will change gears fast towards a competitor. And we represent a HUGE pie of their income.
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  • Profile picture of the author SteveFinch
    In 8 years I've only had a couple of minor issues with them. They always seem to be able to identify a problem and deal with it before much harm is done in my experience.

    I can't see the buy-out making much difference, because, if the service level drops, I and many others will simply cancel with them and go elsewhere. It's clearly not in their interest to let that happen.
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  • Profile picture of the author A1list
    Hello, I'm new to this forum. I googled problems with hostgator and it sent me here, Thank you!!
    I have been with hostgator for a year now. Switch from bluehost ( I have adult contents - a1list.net) Never a problem bluehost
    I have upgraded with hostgator 4 times.Now on dedicated servers since Dec. 2011. My site had gone down several times EVERY day from August 28th 2011 to February 2012.
    My account had been hacked into Jan. 2012. Caused major problems! got over 100,000 e-mails addresses. Spamming people! I had more hate mail then Casey Anthony!
    Site had stayed up Feb. - June 2012 after we did caching, coding.
    June we finished work to site. My site started to go down every day again. Server error, to many connections! you name it, My mail service did not work, Last week! My programmer says its my host, host says its my programmer.I pay them both Great money! I 'll I know is I have lost all my regular customers and potential customers send me e-mails stating they Love my site! But couldn't get back on it, If you can't keep your site up, don't want to advertise with you.etc....
    I found a local programmer that came by and check everything out, said its your host!
    I went on live chat with hostgator, went around and around for 6 hours. Everything is working great!
    Just to be safe, I went in and changed all my passwords July 10th. No one on my end has access to my accounts.
    I pay awatch to alert me when my site goes down.
    July 11th 2012 awatch alerts me. I go in my WHM. restart my sql. Always gets my site right back up instead of waiting on support. Nothing!!!
    Go on live chat, ALL MY FILES ARE GONE!! WHAT THE ----!!!
    Their answer was that when my programmer was last in files July 6th. He must of had a virus! corrupt all my files. RIGHT! Even if that was so, Blame it on my programmer again. Wouldn't you think We would of had a problem, 6,7,8,9,10th? On July 10th remember I spent 6 hours with hostgator support. Shouldn't they have found that problem then?
    I wrote a support ticket with all the above problems + last upgrade they had my IP address wrong! took a month to get dedicated servers up and anther month to direct The right DNS, IP addresses, etc...Told them they need to do a thorough look at my account, it must of never been set up right, I have to access in e-mail accounts to delete an e-mail address or change passwords. I'm changing host!
    My site was fine for a whole week! No problems!! Then this Saturday, 1 week later, My site started going down again. Now its been up for a whole 24 hours. They have major stressed me out for a year!
    Can someone recommend a good host??
    I appreciate your help
    Have a wonderful day!
    Carrie Fischer
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