A new problem at The Planet - My Apologies

I write this as I am 15 minutes into a “more than 20 minute” hold queue for support at the Planet. By now, I am sure all of you have heard about their snafu that took us down for more than 72 hours.

In the process of getting out of this 72 hour outage that we experienced due to the Planet’s explosion and their rushed support, several tickets were opened. I asked that they all be merged. They weren’t. Well, as you know from my post on chrisleckness.com and mobilitysite.com we were finally fixed at 11:30pm CST Tuesday. Everything was lightning fast again and I was happy finally.

Last night, I decided to take a few hours of AFK time. Since I do this as a hobby, I work all day and come home to maintain the sites, etc. It wasn’t until 11pm or so that I noticed an update on one of the “other” tickets on my account. This update wasn’t closing it or merging it. It had been 28 hours since this particular ticket was touched and all of a sudden, it has activity…

Mr. Leckness,
I added a single entry to your resolv.conf which points to our nameserver here at H1 where your server is located, I also dropped your iptables and apf firewall just in case that was blocking anyone. Please check to see if those changes have helped any. We will await your response. Thank you.
Aaron R

I promptly checked the site to make sure it was ok still…. It wasn’t. It’s not down, but on a 6mb ADSL, I was getting 20 second page loads. To make sure it wasn’t my ISP, I pinged a couple friends to take a look. Yep, Slow to them as well so I replied to the ticket at 11:55pm last night…

uh, please undo what ever it is you did. If you can’t, refer this to Joe C. He fixed the problem last night. (link to ticket)

It’s now 9am and nothing has been done and I am now over 20 minutes on hold for support. I really want to move to another company now, but I haven’t got the time this week. In short, I can not recommend the Planet for your hosting needs. In their defense, I heard this month’s hosting will be free, but that doesn’t excuse 24 hours of my downtime being lack of attention to detail. The 1st 48 hours was understandable, disappointing, but understandable.