Supanames

matbennett · 07-05-04

Anyone here use Supanames?

I put a couple of projects with them last year and have been having real problems of late.

Sites are simply not responding at 20 past each hour. For a couple of mins they are totally dead. Anyone experienced anything similar as I am getting no-where with support.

Really annoying this, as it was my first experience of using another company for hosting in quite a while and frankly I'd rather do it myself.

Kandevil · 07-05-04

I recently got a box off them, haven't finished setting it up yet. Please let me know what happens with this, quite concerning.

Hope it gets resolved for you ASAP.

matbennett · 07-05-04

Support have been appalling to say the least.

We had a few weeks of them telling me that the problem was at my end (which is a coincidence, considering everyone I have asked seems to be experiencing the same problem, and we don't experience it with any other sites).

Now that I have done all the testing for them, they are just giving standard replies to each enquiry. "We'll get the engineers to look into it". Never here back until next time I ask them and they reply that they will get the engineers to look into it.

I'm a spiteful guy. If this remains unresolved and we are forced to move our sites I will happily pay one of our part-timers to come in and document our experiences on every hosting forum he can find over the course of a weekend. The satisfaction that I derive from this should be suitable emotional recompense for the hassle they are causing me.

Back to facts...

I have 3 projects hosted with them. Two of them are effected by this problem. I don't know whether the othe one is or not, as it is a very minor thing that I haven't really looked into.

I'll keep you informed though. This is likely to come to a head pretty quickly now.

matbennett · 10-05-04

Just in case anyone else is thinking of using Supanames, thought that I would post a few observations that I have made about this:

* I have found copies of service requests relating to this problem going back over 3 months.

* It isn't just one of my projects that it affected. I have now found 3 other sites with the same problem all hosted with supanames.

* The problem we are having is causing the server to crash EVERY HOUR for several minutes

* I am not yet convinced that support have even looked at the problem (Keep just getting "helpful" suggestions like "check your connection settings"!)

Would I recommend Supanames? I'd rather endorse syphilis.

Wish that the projects with them were a bit easier to move :¬/ oh well, looks like they are moving anyway.

BenKowaBunga · 10-05-04

I've used them for my personal site for about 3 years now and 'was' happy, but recently I've been having the same downtime. All my SQL databases go offline for about 5-10 minutes about once a week late at night. I posted on their forum and a few others users have the same issue. I emailed support, but because it only happens for a few minutes they never get to see it, so they just replied saying they are not aware of problem.

I also occassionally get 'Document does not contain data' when I click on an internal link on my site.

I'm willing to stick it out, mainly as moving would be a massive hassle, but the little voice in the back of my head saying I should move is getting louder.

Let us know if you make any progress.

matbennett · 10-05-04

I'll keep you informed. I'm going to rain all sorts of hell down on them if I don't here back today, so it shouldn't be long!

What server are you on? We've spent a month documenting how server18 falls over once an hour every hour for a few minutes. I've even told support exactly what time it will happen, but they have managed not to see it.

BenKowaBunga · 11-05-04

I have no idea, how can I find out?

When I log into the CPanel the last bit of the url is: server=premier1. It's a Premier Host account.

Lee_Owen · 11-05-04

I bought their cheapest package 23 months ago, now considering it was hardly used, the amount of problems I had with it certainly didn't make me wish to upgrade when I needed to.

I won't be renewing the webspace again this month - thanks for your post, I'll put down a note to remove all content to another set of webspace. I think the account renews this month.

matbennett · 11-05-04

Seems that support are talking to me again. Doesn't seem that they have any notes at all from the previous three months. Two emails recevied since I last posted. The first asked me what error message I am getting and the second whether this had been tested from another ISP (both answered many many times before). AAarrgghhh!

Got some print advertising supporting one of the sites this weekend. Will move these sites next week.

matbennett · 12-05-04

Sure that everyone is really bored of this by now, but the latest "progress" made me smile.

Supanames support have resorted to the old argument of "Not our problem, must be your ISP" again (despite the fact that I have already shown them that the problem affects many ISPs).

My answer to this? Install a modem, sign up for a Supanames dialup and inform them that they are now my ISP and there is still a problem.

They've been rather quiet since then.

Kandevil · 12-05-04

Not bored Mat, interested in how you get on.

Nice tactic. When are they going to pull their fingers out, they should really be on the phone to you now, instead of fobbing you off with emails.

jrisby · 12-05-04

not bored at all, looking forward to the outcome