I have signed up 2 weeks ago and things were working great today my site and email have been down all day. I can't access their support pages from their web site only their main page works non of their links work. I have emailed and have not gotten a reply.<br /><br />any one else having problems?<br /><br />sd

Yeah, they're having MAJOR issues. I'm sure he'll post some details later. <br /> <br />I got in touch with him, and rest assured that Jeremy is working his a** off to get everything fixed up ASAP, which is probably why it's hard to get in touch with him.. <br /> <br />My guess is that's it's a kind of catch22 thing - deal with all the emails/questions or just actually fix it. But that's just a guess.... <br /> <br />-peter <br />

I noticed my cp is back but NOTHING of my stuff is there. my DB's are gone my THREADS Directory is GONE i sure hope they have backups.

I'm guessing they have something, my site with database was back up shortly. But it's down again.... <br /><br />.patienceisavirtue. <br /><br />lol

I am having problems too...<br /><br />I opened a shared hosting account with them on 1/21/2004 at 9:00 AM. I primarily opened this account with them on recommendations from members at ThreadsDev. I paid for a year's service and for them to register a new domain name for the site.<br /><br />The information they sent out at signup stated that normal DNS propogation was from 24-48 hours. After 3 days (72 hours) and still no active URL, i tried to contact support. They offer no phone number, so I go the ticket routine. It took me three messages, with each one getting more aggressive to get a response.<br /><br />Jeremey did respond on 1/24 @ 5:00PM. He assured me that my URL was registered properly on Vertexhost's DNS name servers. It was just going to take a while longer to propogate across the Internet. As to why it took so long to respond to a service ticket... well, I will let him tell you.<br /><br />>> Pulled from the last service ticket respone <<<br /><br />======================================================<br />... I think the main problem was earlier this we someone upgraded our support desk, but it was discovered last night that the notification settings were not turned back on, thus new tickets were gone un-noticed for the past couple days...<br />======================================================<br /><br />Maybe I am expecting too much... but if you do not offer any phone support and you rely solely on a ticket system and you haven't gotten any new tickets in a "couple of days", something just might be wrong<br /><br />Anyway, my DNS did come alive yesterday morning (almost 100 hours after it was registered with Vertexhost). Then yesterday afternoon appartently Vertex's entire system went down and is still down. My site is dead, their site is dead, their support ticket system is dead, their email is dead....<br /><br />I am like the rest of you, I sure hope all is not lost. I was working on the site through my IP address all along. I paid to have Threads installed, and I have 25+ hours of keyboarding invested. I am sitting here, snowed in for 2 days, and would love to finish up my site... maybe it will work out.<br /><br />Call me crazy, but shouldn't you host your trouble ticket system on servers other than your own. The scenario now is Vertexhost is down and there is no way to contact them, no phone, no email, no support ticket system.<br /><br />Keeping my finger's crossed in North Carolina...

I'm keeping my fingers crossed too. Jeremy has always been great about providing awesome service in the past, so I'm optimistic. I believe in the plan it said that backups are made daily. I really hope these can be uploaded. My wife and I lost our baby twins last month (boy and a girl), and she has spent numerous hours while on her convolescent leave making a website in their memory. She has never done anything "technical" on the computer, so the work was that much more of a challenge. <br /> <br />I really hope those daily backups can make it onto the server...

PS <br /> <br />My site was up shortly as well...sometime around midnight eastern time. The files and databases were from the 12th of January though. It was back to version 6.4 and I was running 6.4.1. <img src="http://www.ubbdev.com/forum/images/graemlins/doah.gif" alt="" /> <br /> <br />Hopefully, when all's fixed, a more recent backup will be used, since my wife's site was uploaded after that. Not to mention lost posts, users, and a good amount of upgrades and changes to my Threads that I had been binging on this past week. <br /> <br />I'm also losing revenue as we speak! <img src="http://www.ubbdev.com/forum/images/graemlins/shocked.gif" alt="" />

I can't post many details right now, since I am STILL working on the issue. But to sum it up, one of our servers was comprimised yesterday evening. This resulted in the need for a complete OS reinstall, and the need to restore most accounts from backups. Whoever got into the system thought they would be funny and delete most of the backups. Well, we also keep backups on a seperate server, but they are less frequent compared to the daily backups held on the second drive.<br /><br />So, point being, things are almost completely back up, but some accounts did have to resort these older backups. There are a few remaining usses with that server we're ironing out, which are hopefully almost completely resolved.<br /><br />As always, I understand this is an almost unacceptable circumstance for everyone. Since I host all of my own sites, I know very well how frustrating this all is. That is why I will be offering partial refunds, or credits to people who did have to put up with this and/or some data loss. And, like Honda Guru who may have just recently signed up and encoutered all of this trouble, if you would like a full refund (since you fall under the 30-days) that would not be a problem. And if you do have to have threads reinstalled, which you paid for, I will pay that installation fee or install it myself, regardless of where you're hosting your site.<br /><br />Again, I'm just wanting to make this right for everyone. It could have been much worse, but it looks like for the most part we are really only dealing with a week two's worth of lost data for some people (myself including). I will try to have a more detailed update as soon as I can, and will be emailing all of my clients as soon as I know we have everything working 100% again.

So I guess this includes MySQL backups as well? []http://www.ubbdev.com/forum/graemlinlibrary/bawling.gif[/]<br /><br />Oy, now I have to break the news to my wife that she has to start the babies' site over from scratch... <img src="http://www.ubbdev.com/forum/images/graemlins/frown.gif" alt="" />

Well, my site is kinda back... <br /> <br />[] <br />SQL ERROR: Database error only visible to forum administrators <br /> <br />Warning: mysql_fetch_array(): supplied argument is not a valid MySQL result resource in /home/drumlin/public_html/threads/mysql.inc.php on line 133 <br /> <br />Warning: Cannot modify header information - headers already sent by (output started at /home/drumlin/public_html/threads/mysql.inc.php:219) in /home/drumlin/public_html/threads/ubbt.inc.php on line 280 <br /> <br />Warning: send_header(/languages//online.php): failed to open stream: No such file or directory in /home/drumlin/public_html/threads/ubbt.inc.php on line 331 <br />[/] <br /> <br />This happened after I attempted some changes in the admin section. I'm just posting everything in here since I know Jeremy has his hands extremely full and doesn't need anymore emails than he probably already has.

We sent out a mass email explaining the situation in great detail, so everyone should have gotten one of those. For all other support issues, please email []support@vertexhost.com[/] to get into the support queue and we'll get everything squared away as best as possible. Thanks for your patience with this matter.

Thanks Jeremy. I didn't see this thread until AFTER I PMed you.

This may be a dumb question, but did the person who deleted the backups also delete /home? Because there I had a backups for January 23 and 24. Just stupid old me didn't download them to my PC <img src="http://www.ubbdev.com/forum/images/graemlins/doah.gif" alt="" /> I do however have a January 19 backup. Anyhow Jeremy, if the /home directory is still there, then hopefully my backups will be (REAL wishful thinking here). Regardless, I would imagine you backed everything up BEFORE you reinstalled the OS, however little that was.<br /><br />BTW: This has to be against the law what was done. I'm just curious: who do you file a greivance with? Like a police report, but for the Internet. Who takes care of that?

I had my backups also on /home ... I am hopeful

anything and everything on that hard drive and backup drive was destroyed, thus anything after the 12th is most likely gone unless you backed it up to a drive sometime after the fact.<br /><br />Yes, these kinds of acts are against the law, and we're working on trying to get some sort of IP or a log of what happened to see if anything can be found and any further action taken.

I will help Jeremy with anything he needs or asks so if anybody has any small errors or something that might take Jeremy a while since he is bogged down contact me and I will see time permitting if I can help.

That's very kind of you to help out Jeremy. I hope he can nail the SOB that did this. And boy do I feel stupid for not downloading my January 23 and 24 backups to my pc <img src="http://www.ubbdev.com/forum/images/graemlins/doah.gif" alt="" />

Thanks to everyone who has offered to help. Things are getting smoothed out as the hours go by, but the hope for getting some of that data after the 12th is looking slim to none <img src="http://www.ubbdev.com/forum/images/graemlins/frown.gif" alt="" /><br /><br />But I feel the pain too, I had backups for 3 of my accounts ready to be downloaded, but never got around to it. Now I've lost a lot of client information and a few accounts all together <img src="http://www.ubbdev.com/forum/images/graemlins/frown.gif" alt="" />

Also besides Jeremy's backups and I know it's kinda late.. you should always be anal and backup yourself and keep it local to you so you can make things easier on yourself.. CPANEL which Jeremey had as a PANEL had a nice backup routine.

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