Network down?

[Jason Lee]

I've been having a problem for the past 3 days. My server is unable to communicate with the network. When I try to restart the network service it tells me to check the cable because theres no link. So I called 1and1 and the support rep I talked to couldn't help me so she escalated the ticket to the server group who would email me (to a seperate off server email account) when they fixed it. I called them in the morning to find out whats up and to see if they can give me an ETA on my server being back on the network. The rep I talked to told me that they should get back to me in 24 hours. The server still isn't back up and I can't connect to the network from the server. They have yet to contact me. This is really frustrating because my customers are ticked off that their site isn't up and there is nothing I can do.

1and1 doesn't seem to care that there is a problem their support reps won't let me know whats going on and quite frankly 24 hours is way too long to wait for someone to go fix a network connectivity problem for one server.

I'm definitly going to take my business elsewhere as soon as possible.

[VerityNS]

All I can say is...

http://www.beachcomber-creations.com

I've never had a support ticket take longer than 45 mintues to resolve.. Even when the server has gone down! :)

[eWebtricity]

I won't say much more than check out my posts where I had DAYS of downtime due to mishandling and lack of interest by 1and1 support.

[Jason Lee]

I'm on the phone again with 1and1 support. This is starting to get rediculous. I'm most likly going to build my own server and colocate with Corporate Colocation for $57/month. They are located in an equinix facitlity so support responces should be very short.

Finally, the tech I talked to assured me that she is going to take a look to see whats wrong and hopefully fix it. And let me know within an hour. an hour is still long but atleast someone is going to look into the problem.

[Jason Lee]

I got a reply from the tech. She has escalated my ticket to their higher level of support department and they will boot my server into rescue mode so I can back it up and have them reimage it. But this could take another 24 hours.

I don't see how reimaging it would help a network problem but I just want it up again. I'm starting day 4 now of this downtime. Customers are already yelling at me and there is nothing I can do but keep bugging support to fix it.

[eWebtricity]

did you try to the Serial console? What's the differnece of them booting it into rescue mode versus you doing anything they can do and probably more from the console. If it's a switch/router issue then it's beyond your control and they will have to fix it but .....rescue mode ....reimage .....sounds like a shotgun approach.

[eWebtricity]

by the way where are you going to colocate your own server for $57/month?

[Jason Lee]

I got up this morning still no email from 1and1 but it was booted into rescue mode and the block on the switch was removed. So I rebooted into normal mode and everything is working fine. I'm not sure if they still want me to have the server reimaged but if everything is working fine I'm going to try to avoide having to reimage.

[eWebtricity]

Sounds like they screwed up the provisioning on your server and it's July 4th so their short staffed again I'm sure. I called on Xmas/New Years and the tech said there wasn't anyone in the data center that they were all at a party.

[sholzy]

by the way where are you going to colocate your own server for $57/month?

A little sleuthing turned up Corporate Colocation (http://www.corporatecolocation.com/) uses space from Pihana Pacific, which was aquired by Equinix in 2002. All of Corporate Colocation's contact addresses (including it's shipping address) are in California (http://www.corporatecolocation.com/contact/index.html). Corporate Colocation's website states their datacenter facilities are located in Los Angeles. Their datacenter's tour states it uses Pihana Pacific, which is located in Hawaii (from the "Colo Facilities Tour" link at the bottom on the main paige). So, which is it?

Just my thoughts on this...
If I were to use Corporate Colocation I would make sure I knew exactly where my server(s) were being housed before I turned my equipment over to them. I also think if I were to co-locate my servers to improve upon tech support and faster hands-on-the-equipment response, I would want to make sure the company has staff at the datacenter 24/7 and not someone that will "take a drive over" to the facility to see what's going on. I would also want to use a co-location that was close enough to me that I could go visit and be able to perform my own maintenance once in awhile.

[Jason Lee]

Ya Corporate Colocation was the company I've decided to go with. The datacenter my server would be in is in LA. From what I've been told they have onsite support staff 24/7. Corporate Colocation is too far for me to drop in and do my own maintenance but there isn't any colocation facilites close enough to me except my local ISP but their pricing is extreamly expensive.

The server is running fine now. Hopefully it will stay this way till I move.

[sholzy]

Do a full back-up of your server's /home and /var/lib/mysql/ directories in case you don't get a second chance. At least this way you should be able to recreate your livelihood on the new server fairly quickly if need be.

[Jason Lee]

Everything has been working fine for the past few days. So I guess whatever the problem was 1and1 has corrected it.