So after 62 hours of down time, my blog is finally back up and running. My ISP’s database server suddenly went offline and has only just gone back up. While I have had decent service from 1and1.com over the years, I can say I am extremely frustrated by their absolute lack of support and follow up. [1]A quick search on twitter showed I was one of many people affected. I am currently taking suggestions and recommendations for other ISPs.
My frustration stems from six phone calls and several (completely ignored) emails over the span of 3-days being met with bland indifference and ignorance. Not one single tech I spoke with had any clue of the problem(s) or any idea of when the problem(s) might be corrected. It was abundantly clear they were all just reading off preformatted scripts meant to mollify disgruntled customers. I got sad half-hearted customer service ‘speak’ apologies. Here is a clue you nitwits, spare me the apologies and give me answers!
Even more disturbing, not a single person could even explain how an ISP as large as 1and1.com could function w/o a backup database server. Seriously, IT 101. Hello?
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Thank you to everyone who checked in on me. Several folks were worried something had happened. I am perfectly fine. [2]And yes Apple guy is too. Your notification and queries were extremely sweet and I continue to be flattered so many of you continue to read my madness.
As I said, I am seriously considering switching ISP’s as well as recommending the 18 other companies I helped setup on 1and1 to switch as well. In an age of volume, companies only respond to one thing, their bottom line. Only when it plunges do the seem to take any real concern and make changes.
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Welcome back! I so dislike those scripts and the people that just don't take an interest in helping solve the situation. As you say it is too much the usual thing these days.
Sorry, I can't provide recommendations for another ISP, nor even a resource that may provide some insight about their operations, service and reliability.
We used to have 1and1 at my workplace. Whenever you called, you got a foreign person that sounded like they were reading from a script. It was difficult at times. We now use our local phone company as our ISP and we couldn't be happier.
Just move it all kit and kaboodle to Bluehost. Bluehost has WordPress blogging on it. Not to mention unique web addressing, 2,500 email accounts, etc. for $6.99 a month. I got in under a $4.99 a month special about a year ago. Signed up for 3 years.
Moby,
It is mystifying that any reputable ISP doesn't have a backup database server on hot/warm stand-by…unless they are so cheap or naive to think that things don't break. Assuming they don't have a b/u DB server, it still shouldn't take 62 hours to restore the database files from a backup tape/media then resync. everything.
I think your customer support experience is typical. Backend support staff are restricted as to what they can say about internal problems (a la – airing the "dirty laundry").
Of course you might temper your decision to switch ISPs based upon what you have now, versus "something" new…
Tim