Well I'll be damned.

Everyone have a great day. :winkwink:

Alex gave me a call and we had a quick chat. He is not the asshole he came across as here. This is GFY, and board persona's are definitely not real life.

Their support is busy. We had Mike for the first day before the rush, and he was spectacular. However, after the rush to ISPrime, support basically disappeared. We have most of our issues worked out now. I hope others get their stuff sorted soon as well.

Everyone is stressed to the max here.

My post was meant as a vent. GFY is like a psychiatrist - Good therapy!

I am not even sure how they tied kong to my account with them... I am not even in adult anymore!

They had the damage control team go through your other 150 posts since 2001. :winkwink:

Good to here everyones getting reach arounds and the drama is over.

You guys (ISPrime) definitly should hire some real public relationship people. That's not how this is supposed to be done.

I think they do. Someone named Phil called me last night and sorted stuff out with me. I was happy. Then Captain chimed in.

Everyone is just stressed out, not how people normally are.

Thank you for understanding, everyone is under huge amount of stress here. I did apologize to kong on the phone. This board is like a psychiatrist :)

Back to work!

Just to give you guys a timeline of events here ?

Saturday/Sunday:
We offered our assistance to RCN, free of charge, with no conditions. We assisted them in doing forensic analysis of their servers in one of our facilities. At the end of the day, we had both come to the conclusion that it would be impossible to recover directly from the hard drives as both primary and backup Supernodes, as well as the partition table had been overwritten.

At this point, we assisted RCN in re-gaining access to their equipment by installing operating systems onto the boot drives of hundreds of servers ? all in a single day. This was done without any cost, and without any conditions.

Monday:
RCN had made the determination (which they later changed), that they would be unable to recover their customers in a reasonable amount of time, and asked that we begin to offer a migration plan to their customers to our network. RCN had said at this point that they would offer assistance in this transition process, which ultimately never came.

Tuesday:
RCN had decided that they will try to save their business, and they are now working independently to recover customers. I do not have any idea of the progress there.

And some behind-the-scenes facts:
This recovery requires a lot of staff working overtime, some staff from other regions to be relocated (requiring travel and lodging), as well as staff pulled in from vacations, and large amounts of new equipment, delivered ?ASAP?. We do maintain a very large inventory, but quite obviously, we have had to make some replenishments at less-than-ideal pricepoints. We are not passing on any of these excessive costs on to customers, but we cannot simply wave a magic wand and make 1000 servers appear for free.

Our support staff is working tirelessly to try and clean up this mess, and have the following considerations:
1) Time spent talking to customers is directly taking away from time spent recovering customer data ? it?s our priority to get customers recovered as quickly as possible.
2) Customers have in many cases not provided large amounts of critical information relating to their setup. All information that was relayed was properly handled, however ultimately customers are not satisfied that what they didn?t tell us was not handled. We are not mind readers, and we are taking on new customers who we do not have a prior knowledge of their setups.
3) Customers are very understandably highly stressed, saddened, overwhelmed, etc. We understand this. However, customers calling up our support staff and (in some cases, quite literally) crying is both very stressful for our staff and takes up valuable time.
4) On top of all other constraints here, The backup servers are highly overloaded at this point ? and again, I don?t think anyone ever considered the concept of having to restore 1000 servers simultaneously, and are in many cases, frankly very lucky that a backup exists in the first place, as most users were not even paying for backup.
5) This is not like moving an existing customer elsewhere who has working hosting -- we are recovering from a non-working backup. This is actually much more work than a typical "new customer setup", and again, we are not charging any extra fees for this.

Bottom line ? as was said by someone else, this is a business, so there are some ?real world? considerations, but we are genuinely trying to help. We did not ask for this situation, and wouldn?t wish this on anyone. Please have some understanding and work with us. Trashing us on forums, or yelling at our staff is not helping anyone get their data back. If you are a customer and need help, please email us, with all relevant information, and be understanding of the fact that there are no immediate or easy solutions here.

i dont know much about hosting, but there has to be a way for RCN to move those backups quicker.. maybe move it to a faster system and restore it from there or something.. this isnt 1999

Does this mean they stiffed you?

lol. mental note, don't ever host anything at isprime. fuck, wow. haha.

Phil - great post.

This is why owners with emotions should stay out of posts and let guys like you take over. Myself included.

Well done.

We would be glad to help any legit customers who need a place to go as well.

http://www.critical.net

stocktrader23 has been revolutionizing business online since 99 you better listen to him.

And you've been talking out of your ass since at least 2006. :thumbsup

I won't fault them here. It's a very dynamic situation, and they are trying to figure out how best to handle it. At that point they thought they were going to go in one direction, and later on they decided to go in another. I wouldn't wish what happened to them on anyone. As much as this sucks for their customers, this is an even more difficult situation for them, as they are now at the epicenter of everyone's problems, while having a large one of their own.

Get out of here idiot.

ISprime, i see nothing but trolls in this thread - not even worth coming back in here

RCN just gave third party full access to their customers and their customers content?

Wow! ISprime posting here? hehe..

ok please stop saying you are "helping" people get online

its bs.. when you take someone's money to provide services, thats not called helping..

you guys are acting like you are saving people, but all you are doing is taking their money to provide services..

i dont care either way what people decide to do, but please for fucks sake stop acting like you are doing people a favor by collecting their money.. you are not..

im sure any hosting company would like to "help" 100 clients to their money

I'm not happy about realitychecknetwork i have a vitual account and backups and i cant access my account at all.
I will move all my sites and dont want anything to do with them.
They tried to tell my that my sites would be up in a timly manner but that is just bs. They could have just told me that they cant do it.
Time is money and they have just wasted alot of my money and i'm going to give them more. I will choose my own host now nothing else. And i need a really secure host that can't get hacked. I have had my sites hacked on realitychecknetwork before so.

Btw can anyone suggest a really secure and good host (fast support aswell).
I not after a dedicated atm but i'm sure i will uppgrade later so...

This is what I don't understand, and mentioned in the other thread. How are ISPrime "helping" when the RCN servers are sitting there ready to be reloaded? Why duplicate hardware when restoring is going to take the same amount of time anyway?