Hosting down
#31
(2010-08-19, 12:49 PM)Trinit Wrote: 2nd that code doesn't work in mac os x's terminal
Does anyone know what is that code used for?
traceroute domain.com
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#32
Did! But i'll send them the results when my site will be down again. Right?
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#33
(2010-08-19, 01:10 PM)Trinit Wrote: Did! But i'll send them the results when my site will be down again. Right?

Yes Smile
I'm not here often, shoot a PM or whatever if you want my discord.
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#34
Its up for me now (GB)
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#35
I noticed that if I write the www it doesn't work!
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#36
Good evening all,

As the main figure behind Business Transit, the company which used to own The Forum Forge up until a few days ago, I feel it is important that I post here in order to correct/respond to various questions and statements made within this public thread. I cannot speak for the new owners of this brand, and so I will not be able to direct any questions or statements directed to them or at their interests.

What I can say is -- as I'm sure many of you are aware, when we owned this company, we cared for both the brand and its customers dearly. Our staff responded to tickets quickly, with passion, professionalism and courtesy, and we always aimed to see issues through. We strived to provide a quality, high uptime experience that we have successfully delivered year on year for Managed Hosting customers through previous brand names, and this ambition was realised.

However, there came a problem when our Managed business began to grow vastly. We were catering for polar opposites - high expenditure customers who wanted THE BEST care that money could buy, period. We're talking four figure amounts on average from large, reputable firms with multiple members of staff and in some cases multiple offices. At the same time, we were also catering for low end customers, many of which were paying $20-$40/yr.

There isn't an issue with this until you start receiving support requests, coping with two client groups with different sets of expectations, managing larger more diverse ranges of services etc. As a business owner, I strongly believe in getting a job done and valuing each client equally instead of placing some sort of figure on the head of each client. At the end of the day, if you're customer X and another is customer Y, and so far as advertised you don't have to pay extra to get premium support, you should be treated equally unless the issue is urgent, correct? That should be the right, honourable way to manage a business, and that's how we managed it. However, this influx of tickets and clients to manage would have ultimately meant we would have had to prioritise one group of clients above another, which simply isn't fair. Thus, we decided to sell our Shared Hosting businesses to a company who we believed could concentrate on providing specialist Shared services and would deal with requests appropriately whilst maintaining an excellent quality of service.

We actually accepted an offer from this company which was LESS (yes, LESS!) than the highest amount we were offered. Nearly $1,000 less in fact. Why? Simply because the impression they had given to us following weeks of communication was that you as clients would be treated with the respect that you deserve, and that they wanted to work to make things function. Whilst the other interested parties were all perfectly credible, they impressed the most, and so we chose them and in reality made a $1k 'loss' to ensure that you as clients continued to receive a good level of service.

If you're not happy with what you're getting from the new company now, then it's your responsibility to take it up with them. We no longer have any jurisdiction over support or billing, and as the company ownership has changed, we will not be providing refunds or other such credits as we are not in the position to do so.

I would love to offer every potential buyer the opportunity to ride into a fully owned data center on a unicorn, hand pick the parts for the server and receive a private technician to manage their server who never slept, but alas, this is business and this can't happen! Unlike many other businesses, we DID try our absolute best to get as close as possible to doing this for our clients during our time owning TFF, and we actually made sacrifices for your benefit. In many cases, companies will see balance sheets and transactions PURELY in red and white, associate clients with numbers and care more about making an IPO or their share price than those who got them there in the first place. We have always tried to 'buck the trend', and we did our absolute best to ensure that the buyer was right for the job and manage the business well whilst we owned it.

I can't speak for the change and what has happened since, but I hope you all understand that we did take due diligence to ensure that quality of service was maintained, and throughout we have always put customers first. This will continue at Business Transit, and I have been led to believe that this will continue at TFF/Cactus.

If you have any questions, you may PM me - otherwise, respond to this thread, and I'll ensure I check it regularly.

I hope the above provides a bit of consolation to those who are still at TFF/Cactus, and wish you all the very best with your future endeavours.
Theo
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#37
(2010-08-20, 12:54 AM)vividWire Wrote: What I can say is -- as I'm sure many of you are aware, when we owned this company, we cared for both the brand and its customers dearly. Our staff responded to tickets quickly, with passion, professionalism and courtesy, and we always aimed to see issues through. We strived to provide a quality, high uptime experience that we have successfully delivered year on year for Managed Hosting customers through previous brand names, and this ambition was realised.

While Business Transit owned Forum Forge I never had a problem, the support was excellent.

It takes these new "people" 12 hours to give a robots reply and not solve anything. I'll be looking for a new host over the next few days.
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#38
Meh, my sites still load.
good u
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#39
(2010-08-20, 01:21 AM)Scoutie44 Wrote: Meh, my sites still load.

Mine still loads for me, I've not experienced any problem but I have numerous members complaining they can't access it at all. :s
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#40
I have some issues like:
- Server down sometimes;
- You can load the site only not writing the www (When it's up)

Thing is, as AJS said, the support is completely different now. Before, when I had a problem they replied very soon and they tried to do everything to fix it for me!
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