How do you deal with bad hosting support?

webmonkey · #1 (**permalink**) 17-03-2006, 07:03 AM

At what point do you say enough is enough?

I've been having problems with a host where we have constant downtimes and I've tried to get support to little to no avail. How easy can it be to move your entire website, database included onto another host?

monaghan · #2 (**permalink**) 17-03-2006, 08:18 AM

Moving host is easy.

Assuming you have cPanel, then simply ask your new provider to move the account for you as they'll be able to do this with a few clicks (and your username/password from the old account).

If you have control over the DNS, then reduce the TTL down to a few mins a day or 2 before the move as this will make the transfer much simpler. I'd also check the mailbox on your old account for a few days after the move to cope with any stale DNS caches which may route mail to the old MX address.

webmonkey · #3 (**permalink**) 18-03-2006, 04:17 AM

Wow that sounds easy enough. I thought it would be a pain. How about my MySQL databases, will this also be moved with the cpanel move?

monaghan · #4 (**permalink**) 18-03-2006, 07:55 AM

Basically, the system uses the cPanel backup to do a full dump of the account, then transfers it to the new server, then does a restore. The recieving sysadmin will have to change a few bits & bobs, but other than that, it's usually simple & painless.

Any decent host will help you with this.

WebHost Admin · #5 (**permalink**) 19-03-2006, 07:11 PM

Always a good idea to do a full site back-up and especially of any databases, though - I've moved hosts before only to find the most recent back-up was corrupted and lost about a third of the data re-using a much older backup.

But, yes - generally CPanel to CPanel account moves are simple.

StreamLine · #6 (**permalink**) 21-03-2006, 11:17 PM

All hosting companies seem to exist in a virtual world. has anyone ever heard of one that has physical offices into which you can get real support? besides co-location of course, it would be nice to know where your server is (building-wise) and be able to go visit the place to get support. Obviously if the company is cross country its a little tought, but has anyone ever been able to get "real" physical hosting support from a real live person in a web hosting company?

monaghan · #7 (**permalink**) 21-03-2006, 11:35 PM

We have an office in my house, this is a dedicated office, however we don't entertain personal callers as there's no external access to the office, however we do visit a number of our bigger local customers so they actually see a person.

Most smaller customers don't really care what / where their server is as long as it's working.

In the event you had a problem, would you expect to be able to turn up and get consultancy on demand ? I expect there would be companies offering this, but don't expect that to come cheaply.

Most companies who do keep an office will have this remote from the datacenter (due to high floor space costs in datacenters), so you'd not be able to visit your server

TWD_Tony · #8 (**permalink**) 21-03-2006, 11:56 PM

There is no way that as a shared hosting customer you would be allowed access to the datacenter that your server was located at... Security is very tight at these facilities (or should be).

Even if you rented the whole server from a company - I doubt they would let you access the DC...

It is quite normal for hosting companies to be run from small or home offices without normal "contact" with clients - the problem isn't that these companies don't want to meet their clients face to face, it's just that in these times of low cost hosting - most companies do not have the man-power to meet and greet clients on a day to day basis...

serverextreme · #9 (**permalink**) 28-04-2006, 12:53 AM

Quote:

Originally Posted by webmonkey

Wow that sounds easy enough. I thought it would be a pain. How about my MySQL databases, will this also be moved with the cpanel move?

Hello my friend I know what your talking about I was having the same trouble
My past host would not do anything for me and when I say nothing I mean nothing. I found another provider they move everything for me not questions ask. I have been happy ever sence...We can do the same for you if you decide to choose anyone of our packages...We also have some very good
Resellers hosting also...Please let me know if you need any help on what ever you decide....Have a great day

cyberhostpro · #10 (**permalink**) 12-07-2006, 11:05 AM

Quote:

Originally Posted by webmonkey

At what point do you say enough is enough?

I've been having problems with a host where we have constant downtimes and I've tried to get support to little to no avail. How easy can it be to move your entire website, database included onto another host?

have you tried to call your host?

triumph · #11 (**permalink**) 19-07-2006, 10:10 PM

I have moved several sites on my own and it is not too bad. The biggest pitfalls are paths for all thedirectories and files. Databases are probably the easiest component to move.

TWD_Tony · #12 (**permalink**) 19-07-2006, 10:43 PM

As Brian said earlier in this thread ALWAYS do a full site backup (and a seperate SQL backup) before any transfer...

I have seen time and time again where the cpanel to cpanel transfer process has corrupted the database on both the new AND the old server!

The way I normally transfer SQL / PHP powered site's (forums etc) is as follows:

Close the site to the public.
Do a full cpanel backup + a database backup to a local machine.
Use the cpanel to cpanel transfer utility.
Test the account on the new server (using a temporary web address).
Re-Activate the site on the new server (using a temporary web address).
Change the nameserver details.

Doing things this way (in this order) does 2 things - one it makes sure that there are backups in case a manual FTP transfer is needed (emergancy) and two it means that once people can see the re-activated site they are using the correct DNS information... DNS updates at different times to different people depending on their location and ISP... Just because YOU can see the site on the new server doesn't mean that everybody can.

monaghan · #13 (**permalink**) 20-07-2006, 07:01 AM

1 thing to add to Tony's list, reduce the TTL on your DNS records a few days before the transfer (if possible) as this will help to get your account visible on the new server after transfer quicker (except for those ISP's who cache regardless of TTL value, but there's not a lot you can do with those) and when the new host is stable and you're happy, reset the TTL to normal.

ozzie · #14 (**permalink**) 11-10-2006, 05:29 AM

How would you move your site if it is on a subdomain of your webhosts domain? Is it even possible to do this? I'd like to move one such site to my own domain name.

monaghan · #15 (**permalink**) 11-10-2006, 09:09 AM

I don't think cPanel will let you change the domain name during a transfer, but a helpful host should be able to assist with getting your data over. If it's just static HTML, then it's quite simple, databases are potentially a bit more complex depending on how the scripting is coded, if there's a single declaration of the DB connection strings, then this is much easier.

fouad · #16 (**permalink**) 13-08-2007, 06:04 AM

Yes,moving website to another is host is very easy.
I would like to answer for the topic of this thread,that is..
How do you deal with bad hosting support?
The reply is, don't deal with the host which provides bad support.