D Ghost

It's been over 4 hours that we've had images missing from the site. They clearly don't take their client's sites seriously, when customer-facing content is inaccessible and we are losing sales and pissing off our customers and potential customers.


Then I sent one of the MojoHost techs a URL to a previous ticket to investigate (the URL has the ticket # and ID in the URL) and he seriously asked me "What is the ticket #?"

Are you fkm.

This is the type of people they have working there?

geedub

Probably should switch to Vacares

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MaDalton

Did you click the emergency button?

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sarettah

mojohost has always given me great support. always quick. always communicative.

so, not sure what happened in your case but my experiences have always been good.

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baddog

There is obviously more to the story. I'm not even sure how you would put a ticket number in the URL.

CaptainHowdy

What is ticket # again ? ?

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Tjeezers

Would you ever consider publicly criticizing your own hosting provider on a forum? It's somewhat like reporting someone to the authorities.

I'm also a Mojo customer, and like anyone else, I encounter challenges from time to time. However, what stands out to me about Mojo is the genuine enthusiasm and dedication of their support team. This connection works well for me.

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amacontent

WOW. Brads crew is second to none. must be more to this than u saying

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fuzebox

I think he means that the link to the previous ticket looks like https://mojosupport.com/ticketsystem?ticket=12345

2MuchMark

If you are ever looking for another hosting provider, Checkout https://tmdhosting.com. They are excellent. Or if you are a little more technically inclined, host everything yourself at Linode - https://linode.com.

If you have no time to worry about hosting issues, we offer technical support for your website or servers, regardless of where you host, and even provide emergency services too. Send me a private message and let me know what you need.

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D Ghost

Like this. Usually support ticket software carries the ticket ID in the URL: https://cs.mojohost.com/viewticket.php?tid=595884&c=D23DG5zV

D Ghost

No there's not more to it. Usually, there are a bunch of excuses when we have issues.

And after we alerted them of the issue. We didn't hear from ANYONE on their team for 4 HOURS.

So it's acceptable to anyone here that a website's content is inaccessible to user for more than 4 HOURS? Is that acceptable to you? If that's acceptable to anyone, then you shouldn't be in business, because you don't give a fuck about customer service then (you know the people sending you money?). We like to make our customers happy, and that includes making sure they don't see blank white squares for 4-5 hours on our site instead of high-quality images they came to see

And you hear NOTHING from them not even and update on what is happening. Then I have to raise hell just to get a response?

There was a secret update and the tech failed to also update another hook tpl.

Unbelievable how people are coming in here immediately just assuming that MojoHost is in the right.

Yeah, I will say they are pretty alright. But I believe they possess what many other IT people have which I have termed this "IT arrogance."

I've been making sites online since I was 12 in 1996. Before 95% of these people even knew what a server was.

But many IT professionals have a level of arrogance that since they studied it they MUST know. However, what I've found, even as a programmer myself, is that they actually don't and they make the most simple mistakes. Most people just follow directions and "by the book" - they don't think for themselves.

Like instead of asking me for the ticket ID #, for example, why don't you use your fucking brain for 30 seconds and checkout the URL? Really makes you wonder how some people survive on this planet

How can you work in tech and not realize that a TICKET ID is included he URL of the customer support ticket system URL.

Rochard

Fucking noob. About the time you were born I was coding on a TRS-80.

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D Ghost

Hey then you are in the 5%. And if you are tech savvy and have common sense, then you are in an even rarer group.

baddog

Do not believe a word he says, he makes up more stories than Biden does.

D Ghost

Even one of MojoHost's VP's said today "Yes, there were some mishandlings here."

So even MojoHost has finally admitted that they screwed up. Even though they sugar-coated it pretty good. "Mishandlings" is a good alternative to "made a mistake."

So now even after Mojo Has admitted they screwed up you still want to defend them?

I am not amazed though by how blindly people will defend an organization regardless of what a client/customer says.

(I do agree that Biden makes up a lot of stories though.)

baddog

So does Rochead

Colmike9

Bet your support tickets get answered slower now..

Why would you cry about that here, though? He probably was handling a ton of tickets all day and just asked it naturally from doing that all day.

I would do bare minimum support and take the longest time that I was allowed to do anything for you.

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cosis

Never had a issue with them

D Ghost

Okay, so YOU have never had an issue. Great. Congrats. But we are talking about this issue I am presenting.

Is it not possible that YOU have never had an issue and other clients may have had issues? (The answer is YES, it is possible that other clients did have issues even though you didn't). Logic 101 for the win. So unless you are commenting on the issue at hand then wtf are you doing? I can answer that too, you're blindly just approving of their service based on your filtered bubble experience of "no issues" - or maybe your standards are pretty low. We don't know.

Waste of time.

Do you disagree with my points about the issues that we have had today? And this is not the first time.

D Ghost

No, I don't think that's the case. I think they answer them faster now, realizing that we can pull the plug at any time. You must think our hosting bill is only $4000/month or something like that.

You mean why would I notify other business people in the same industry as us of a potential problem they might experience if they select a certain vendor? Hmm. I wonder why someone would do that.

The thing is that this isn't the 1st incident. This is one of several over time.

If he is handling tickets all day, then it's even more of the reason that he as an "IT Expert" should know that the ticket # is in the URL. Honestly, that was just the icing on the cake today.

Not sure if you read the other part where they allowed the content on our 4 sites to not be visible to surfers for over 4 hours. But that seems acceptable to you. Which is why you will never reach the peak of your abilities. Because you accept bullshit.

cosis

Never had a issue with them

Dead

God damn you are low....

Glad to hear it was resolved

plsureking

..and that there is why i hate doing upgrades and updates

yea downtime is stressful shit. i get a 3am call every few years.



#

D Ghost

Yeah probably because you aren't doing anything of substantial volume. And if you are, then prove it.

Colmike9

lol no, I'd probably make a thread like this, I'm just bored and not in the industry these days.
But yeah, in my tech support days, if someone wasn't a great support rep, they'd be scheduled less hours and weird times that no one wants to work.
I was a trainer at Cox Cable before, they would sometimes hire really stupid people or people that didn't know English.. Sucked, and there's not too much that you can do because turnover rate is really high and most support pay is low..

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Wtify

Over the past 2 days we noticed a slowdown in ticket response time at Mojo. Nothing terrible. Let's say from amazing to good response time.

Anyway WHMCS has a little bug in the ticket body text area where whatever follows "#" is cut off.

Edit: WHMCS is the CRM they use to handle tickets, orders etc etc.

D Ghost

Thanks to someone else here for standing up and telling the truth. I appreciate your comment.

Regarding the # bug. That's not the case as the URL does not include the # symbol: "cs.mojohost.com/viewticket.php?tid=595884&c=D23DG5zV"

2MuchMark

Hi D Ghost, check your PM.

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2MuchMark

Now talk to us about your SEO Hosting.

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baddog

You mean the company that closed 7 years ago? Technically it was not mine but it was a lot more successful and well-known than that piece of shit you're spamming.

ruff

Damn right, they do. Support has worked with me for the past few days to track down problems and get them fixed. Mojo support is exceptional. They have never let me down in the 4 years I've been with them.

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LouiseLloyd

Have you tried switching it off and on again?

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Brad Mitchell

Hi David,

We take posts and feedback like this very seriously. It's always our goal to provide quick and accurate technical support. While this is typically the case, infrequently mistakes are made by people. We take pride in owning these mistakes if they happen and in providing a truthful, honest discourse with our customers. I'd like to provide some of that transparency here since we are having an open discussion.

I'm typically not keen on pointing fingers, but I feel the need to clear the air here. The broader, outage inducing issue that you faced was not brought about by lack of action from our team. Our technical team made the appropriate changes to files as necessary to support the changes you were trying to make. We performed these actions quickly and accurately, verifying our work after it was complete. The files in question were subsequently overwritten by your team via a git code push. Your team then raised a separate support ticket indicating that some thumbnails were not loading and that they suspected there was a CDN issue. Our team jumped into action and began diagnosing this issue.

I absolutely would have liked to have seen a faster resolution to your problem. I would have liked for our team to have provided you with more transparency on what they were working on behind the scenes. In a perfect world, this could have been a very quick fix. We didn't immediately jump to the conclusion that our customer had overwritten critical site files with incorrect values.

We've worked together for quite some time now, and I would expect that you would be familiar with the many ways in which you can contact us or escalate an issue. Starting a post on a forum isn't solution oriented or even the fastest way to resolve an issue. I am, however, glad that we are having this discussion so that others are able to recognize just how accessible our team is. Our team is available via the traditional ticketing system, but they are also available via phone 24x7. Our phone number is readily available on our website and every technician signs their replies with their direct extension (management team members include their mobile numbers). Additionally, you can raise an alarm by logging into our secure support portal and pressing the "emergency button" that pages all on-duty staff members. When this happens, it's expected that our support team has eyes on the issue within 60 seconds.

Sincerely,

Brad

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2MuchMark

No I'm talking about the one you posted called "SEO Hosting Explained" at https://gfy.com/gfy-educational-seri...explained.html

Lol ok... you were the "Director of Business Development" as it says in your post.

Unlikely...

Maybe...!




Spam? Lol...

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baddog

Sometimes I have to wonder just how dumb you are. I said the company closed seven years ago and you bring up an article from 13 years ago. Are you trying to prove my point for me?

When did director of Business development turn into owner of the company?

Yes you are spamming your unknown hosting company and I can assure you that it was significantly more successful than whatever that crap is you're trying to spam. It was literally the first business I was ever involved in that was turning a profit within 24 hours of inception and it was the first of what would become several web hosting companies that specialize in providing multiple class C IP addresses.

While it was not my idea, and I never claimed it was, she came up with a brilliant idea that numerous multi-million dollar companies came to us for.

2MuchMark

I didn't say you were wrong, Dumbdog... why are you getting so defensive?


When did I say it did? What is wrong buddy? Diapers overflowing? Take it easy...


Sorry, I'm not really trying to spam. If I was, I would use an affiliate link wouldn't I sport? TMDHosting, along with Linode and AWS are companies I host with and I really like all of them, that's all. I'm happy to refer business to them. TMD's a smaller company for sure, but Linode and AWS are not unknown there buddy... Linode is owned by Akamai, and AWS is Amazon of course... Sorry if you didn't already know that.


How can you assure anything when you don't even know anything about the hosting company I mentioned?

Wow so your costs must have been dirt-cheap! Like, really really dirt-cheap, like... non-existent even.... Umm... "congrats" then of making a bazillion percent profit I guess? I dunno...

And yet...


and yet...

Anyway this is D Ghosts thread, so lets get back on track and see if we can help him out. Do you have any ideas for him?

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2MuchMark

D Ghosts, some questions for you. Do you have SSH access to your server? And did you happen to have your content stored in a particular directory?

If you can SSH to your server you can check to see if the directory still exists, or has been renamed, or has the wrong permissions, etc. I have a client who's members area suddeny seemed to disapear but it was actually still there, but he had accidentally moved it to a different directory than his software path was pointing to. This is really easy to check.

If you suspect fowl play, you look for unauthorized access. You can usually find the logs in /var/log/auth.log or /var/log/secure but this depends on the operating system and the setup over at Mojo. You can ask them to check this too. If your data is completely gone, ask to see if they can run extundelete for you to recover it. More info: https://recoverit.wondershare.com/fi...tundelete.html

Good luck..!

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2MuchMark

Yeah, you are right. I didn't intend it like that though, even though I'm not Mojo's biggest fan anymore. My bad.

My "mainstream" business is providing support for servers, networks, connections etc beyond what hosting providers usually provide. For example, if you are running an application on host somewhere and it stops working, the hosting provider may not be able to, or even want, to fix it for obvious reasons. Some site owners though may not understand the reasons why, or the limits of the policies of a hosting provider.

I discovered this during the early days of Covid when companies had to migrate their on-prem servers into the cloud. It was an opportunity to improve the connection speed & security to companies who suddenly found themselves with employees who had to work @ home. The hosting providers loved the new business but were not always able to provide the support most needed.

Cheers.

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2MuchMark

WHMCS is awesome. It's a bit of a pain to setup but once its working its really reliable. I didn't know about the # bug. Is it new?

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D Ghost

No, that's incorrect this was from the 21st. That code overwrite issue was from today. Which was quickly solved, so thanks.

We are talking about yesterday. Dev notified Mojo team. 4 hours passed with no response from MojoHost.

Suggestion:
If there were some account "latest actions" notes or something maybe then the tech would have seen that the secret was updated the previous day by a different Mojo tech, then wouldn't have wasted time going down a rabbit hole to the CDN provider which was not the issue.

Yesterday, even after our developer reached out saying "Hey content isn't loading" - the developer didn't know the secret was changed.

Because you guys changed it.

Then your tech obviously had no notes on the account. So he assumed it was the CDN provider. And didn't reply to our developer for 4 hours. It wasn't until I came in (4 hours later) and started raising hell that anyone replied.

(In any case, no matter who's at fault, 4 hours to reply/update on an issue is totally unacceptable, but here you guys are again making excuses.)


I am shocked that anyone here would be ok with a website not displaying its content (which is the product) for over 4 hours.

----

Also, there is the matter of another issue (which started all this and why we had to change the secret anyway) which recently happened. We learned that our videos were being downloaded by people through Mojo/Highwinds CDN somehow circumventing a .htaccess file which only allows the videos to be served through an alternate CDN.

So people were able to download these videos and avoid having the tracer tag (username) embedded in the video to avoid pour piracy protection.

So we want to know why is it the default of your system to ignore .htaccess files? The whole point of them is to place rules to be abided by.

D Ghost

MojoHost still hasn't addressed the fact that the person they hired wasn't smart enough to see the TICKET # that is clearly visible in the URL we sent.

"https://cs.mojohost.com/viewticket.php?tid=595884&c=D23DG5zV" (let's see how smart you have to be to figure out that "tid" is the ticket ID. I'll wait...)

This might seem trivial to people, but actually, it's not. The wasted extra back-and-forth message probably added 30 minutes to the whole process because the guy couldn't use his brain for 5 seconds.

This is the kind of expert IT people they are hiring apparently.

Some of you might think this all is a joke. But it's serious. Sales and money are on the line. And for a company that's handling so much business in this industry, it is imperative that people are aware of these issues. Criticism and resistance make things stronger. Or that is the goal anyway.

All they've demonstrated so far is that they don't give a fuck and will just blame you and others.

They don't understand that if images aren't displayed on a website for 4 hours, you will lose sales and customers. We had at least 25 customer emails complaining about it.

2MuchMark

Hi D Ghost,

Wow sorry to hear about what has happened.

Apolgies for the stupid question but, did you have a backup? Were you using a Staging & Live/Production environment or any other kind of redundancy setup, disaster recovery, etc?

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plsureking

i can't get involved in this issue, i have my own support inbox to work, but i have some unsolicited advice lol

after this experience, it might be a good idea to keep a simple copy of the site on separate hosting (not Mark's server), so you can switch your IP over in an emergency. you don't need the whole library, just a maintenance library to keep the pervs busy.

this is a 5 minute solution you can control without waiting for any hosting support. just keep your TTL low on the domain.

#

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#

Wtify

While it sucks to have a site (or part of) offline and traffic coming in, it's a good practice to have an environment to avoid issues. The more the business gets serious the more things like backups, second copies, dev environment are important.

I had a problem with Mojo 11 years ago. A site of mine - totally legal - was reported as CP by a competitor. They took down the site without asking me anything. IDs were provided and the site back online after 24 hours because their legal department or a senior manager (can't remember) had to check the documents and I had to wait for the shift.

Other than this glitch nothing. Just an happy customer like many others.

mrmarlowe

I've been with Mojo Host for about 7 years. They are brilliant. Their support has always been fantastic. I would recommend them to anyone. They might actually be the best on the net. Have never had any problem with them and I have used their support so many times. They have always done their best to help me and have actually done things for me that really I should have paid a developer to do.

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NoWhErE

I dont have a dog in this fight. However, from my experience with many other hosts in the past, sometimes you get unlucky and your tickets land with some techs who are having a bad day or are on the newer side.

I understand 4 hours of downtime is extremely frustrating, but lets not forget we’re also dealing with real human beings on the other end of the ticket. Things can’t be perfect all the time. There is always room for improvement.

Hell, if you want to know the true definition of frustration, try dealing with mega corps like Facebook where you could be spending a million dollars a month in ads and still be stuck dealing with reps who can barely write a coherent sentence.

Tjeezers

You're one of those individuals I, unfortunately, know too well—sending lengthy emails, using lofty language, and acting as though you're the captain of an industry as if your word is the final say.

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emmasexytime

Try any other hosting and you could be offline for 4 days instead of 4 hrs.

Mojo have been great for us I am told.

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plsureking

heard that lol. the bigger they are the less they care.

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