ThinkHost Dilemma Day 2

Filed Under (Musings) by on 12-27-2008

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Cat Broke The ServerFirst off let me update my original writing and say that this post was supposed to have gone up last night, but the site was running so slow I couldn’t make any modifications to the content in the WordPress editor.  So even after the site was up and “running” again it was practically not usable by myself or my users…

Many of you may have tried to visit the blog yesterday and were greeted by either a blank screen or a 500 Internal Server Error and I want to apologize.  At this time I’m still not sure the nature of the problem, but nearly 15 hours after the issue was originally reported to me the blog was finally back up.

Many of you may have had the opportunity to read my post from two nights ago about the cost of using eco-friendly web hosting company ThinkHost and how outages and errors have plagued my site over the last few months.  Two nights ago I experienced about an hour downtime that resulted in the post, but sadly that was minor compared to what I experienced yesterday.

I found out around 8:15AM that my blog had been down since at least 5:51AM.  Friends and readers had sent me a number of messages through twitter and Gmail advising that the site was inaccessible and simply wouldn’t load.

I made 3 attempts to contact ThinkHost yesterday about this issue and even tried my damndest to find a way to get in touch with the company directly, but could not find a single phone number or direct e-mail address to reach them.  Finally nearly 15 hours after the first report that the site was down I got a response from ThinkHost AND the site came back up.

I will say that right now I am very displeased with ThinkHost and their lack of response over the 15 hours that this went on.  I know a lot of hosting companies have a 24 hour turn around for issues sent in via e-mail or through a form, but usually they also have phone support available for immediate assistance.  ThinkHost does not have phone support and therefore you are forced to wait until they get around to your specific issue.

I don’t know the nature of the issue just yet, so I am not going to put full blame on ThinkHost for the downtime.  However no modifications were made to my site from my end at the time the site went down, in fact I was still asleep.  So I am curious to see how they explain this one.

I do know this I plan to figure out how to go about cancelling my hosting with ThinkHost.  Though I just renewed for six months I cannot rely on them to reliably host my site.  Furthermore they have not provided any useful means to get in touch with them in dire situations like yesterday which is outrageous.  If I were an e-commerce site I would have lost a whole day of business and a ton of revenue; especially on the day after Christmas.  Something like that is unforgiveable and unacceptable, especially when you can’t get in touch with someone directly.

I love that ThinkHost pioneered green web hosting and if they could get their shit together I would gladly return as a customer, but I feel that perhaps they aren’t quite up to par in comparison to some of the non-green hosting companies out there.  I am striving to do my part to live my life as green as possible, so I am looking for another green hosting that site that perhaps CAN provide me with reliable customer service and reliable hosting.  I probably won’t post anything more about this on the blog because I feel I have made my point and expressed my concerns about using ThinkHost’s services, however if I find out anything more I will probably post an update on either Twitter or Plurk.

Thank you again to everyone who took the time to notify me of the downtime.  I appreciate you taking the time to read Musings For A Darkened Room and I appreciate it even more that you went out of your way to let me know the site was down.


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