Fasthosts
Dedicated Server Support

Dedicated server with fasthosts - supposedly 99.9% uptime guaranteed.

Suddenly powered down on 11th April with no way for me to access it.

Issue first reported to FastHosts 11 April at 15:22 BST

Issue still unresolved for 3 days, 3 hours and 33 minutes.

From the numerous phone calls and emails I have made over the past 3

days I still have no answer as to what is wrong and how long it will

take to fix - this is not typical of a reasonable, let alone high,

standard of service.

I have been informed that the server may be powered up but that the MAC address is not being recognised by the network, or is being blocked -

or perhaps a firewall needs reconfigured. I have also been informed that

the network card was tested and that it is not the cause of the fault

(i.e. hardware failure).

I have also been told that this is a very unusual issue and has been referred to Networks Team who normally deal with fasthosts infrastructure (and who arrived back from holiday today) and can't be solved by first and second line support.

None of the support staff are able to tell me when my issue is scheduled to be fixed as they have no access to the Network Team's job sheet. They just advised that I contact escalations@fasthosts.co.uk to lodge a complaint.

Theme - when something goes wrong, hope that it's not a public holiday and don't expect a real problem to get fixed quickly, no matter what you've been sold.

Company: Fasthosts
Country: United Kingdom
Region: Scotland

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