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Dear HostGator Clients

Written by Adam Farrar

Friday, August 2nd, 2013

Today our Provo, Utah datacenter experienced outages that may have affected access to your website and account services.  At this time, all services have been restored.

I would like to extend my sincerest apologies for this occurrence, as well as the negative impact that it may have had on your websites and businesses.

The outages began during routine maintenance which traditionally has been completed without any disruption. Unfortunately, hardware failures including our core routers cascaded causing downtime and network instability.

Our datacenter technicians reacted immediately, working tirelessly alongside the hardware providers to re-establish connectivity as quickly as possible.

Our engineers are conducting a thorough review of the incident and implementing new processes and safeguards in order to prevent similar occurrences in the future.

Please know that customer satisfaction is of the utmost importance to us; we are committed to providing you with the high-quality, reliable service that you’ve come to expect and very-well deserve.  We apologize for failing to exceed that expectation during this incident.

If you are still experiencing any issues, please contact us via http://support.hostgator.com so that we may properly assist you.

In closing, we’d like to thank you for your understanding and patience throughout this situation. We truly value your business.

Sincerely,

Adam Farrar
CEO, HostGator.com

Posted in

Customer Service
Comments
  • Chivi Basualdo

    I want a refund due I’ve lost money today.

    • Amirol

    • crymore

      lol

  • Lucas Mendes

    I want refunds

    • crymore

      receive refunds by not buying their service. period.

  • MichaelHere

    Thanks for the note Adam.

  • Vivek Saxena

    Prove it with quality service. Ever since the migration, your service has been anything but exemplary. However, I trust in you and your brand to do your very best to maintain your credibility. And I wish you the best of luck. #Salute.

    • crymore

      Brand? You obviously dont know who EIG is eh

  • wc grafix

    You guys rock !!…

    I love how u take care of your customers…STICK it to us without any vaseline !!

    Hope somebody started a class action lawsuit petition asap !

  • Sam Rohn

    this is not an isolated incident, hostgator provo datacenter has been down for at least 6 hours 3 times in last 30 days, including todays latest meltdown of 12 hours+

    this is due to hostgator’s new owners EIG moving HG to a cheaper datacenter while having blowout 50% off sales every other day, overselling and overloading the servers, which run slow as molasses on a good day

    we all appreciate the admins and support are overworked and all, but hostgator MANAGEMENT has to step up here and assure long time customers like myself that things are going to get better, and follow up and make sure that they do

    • Mike_Janick

      Sam, agree 1000%. We too had no notice of the migration and I had no clue that our server was moving data centers.

      The real rub was the complete lack of details in terms of timing and what was happening along the way. Certainly the above post indicates someone knew what was going on, but nothing on the stupid forum post except ‘we’re working on it.. ‘ and even then, it was undated every few HOURS at first.

      We knew nothing about what to tell our Customers (end-users) or Clients (hosting domains).

    • Sam Rohn

      and provo datacenter was down for another 6+ hours today, August 3 2013, DDOS attack…
      http://forums.hostgator.com/provo-data-center-status-update-8-t278820.html

      • crymore

        Doubt it was a DDOS more like their network wasn’t ready for the influx of extra usage by bringing hostgator over.

    • Atul Bansal

      agreed.. Hostgator.. try to retain your old customers also instead of just focusing on getting new ones

    • Ronda

      Fatcow was down too. Are they owned by the same people?

      • Sam Rohn

        yes, hostgator, fatcow, bluehost, hostmonster etc, all owned by EIG, who seem to be responsible for the decline in service and support at hostgator as these problems started just after hostgator was aquired by EIG :(

        for a list of all EIG owned hosts, see this – http://en.wikipedia.org/wiki/Endurance_International_Group

        • Ronda

          Wow. Thanks for this info. I only have one year under my belt for web design but I have friends and family that I am doing basic sites for using templates and enhancing with some of my knowledge. I’ve spent hours tonight trying to figure out what resell host I should chose. I literally was on chat with iPage when I read you message. :( Reading these blogs have been so helpful. I”m not looking for the cheap solution now, I’m looking for the reliable ones. Any suggestions for a beginner looking for a white label service?

          • Sam Rohn

            i have had a reseller acct w hostgator since 2007 or so, but the recent outages and overall decline in speed and service since late 2012 pretty much drove off all of my customers :(

            have a look through webhostingtalk forums, many discussions re: EIG/Hostgator replacements

            http://www.webhostingtalk.com

          • crymore

            EIG is known to buy out and ruin companies. BUT! they still make a ton of money from said companies. So don’t be jealous

    • http://www.Yireh-Enterprises.com/ Yireh Enterprises, Inc

      Wow…My business is focused on Reputation Management, so when I recommend a hosting service for my clients’ websites and landing pages – I want to ensure that the service will be reliable for THEIR customers.

      Before ramping up as an affiliate for HostGator, I have been watching with concern the above-mentioned outages (4 times in the last 30 days for at least 6 hrs). This is not acceptable for my business!

      Thanks to all for your very informative comments about HostGator’s recent migration from their Houston datacenter (at ThePlanet where commenters have never had any outage issues) to the Provo “junk” datacenter (at AceDC which has apparently had constant issues and outages since 2010).

      So…I’m looking for another, more reliable hosting service – and saying “goodbye” to HostGator. Cheaper is certainly not better!

      • crymore

        It’s their company they can do what they want. If you want a better company then find a better company! They are a dime a dozen.

  • http://monicasalazarponce.com/ Monica

    Wow, I’m glad none of my websites were down, nor my client’s. I’m still a big HG fan, even after knowing about this issue. I’ve been using HG services for several years now (since 2008), and I don’t remember a big issue like today’s. I work with other entrepreneurs and I’ve heard horror stories with other hosting services, so I´ll keep using and recommending your services. Of course, I expect you get to the definitive fix so this issues are completely prevented in the future. Thanks for your great customer support and services. BTW, I was running an affiliate promotion that was linking to an affected site, so yes, I was also affected by the downtime :( – Keep the good work and fix the issues that need to be fixed!!

    • Balaji Jayaraman

      exactly yes.. i have moved 4 providers previously before coming to hostgator.. the last one i did was in 2008.. After that i haven’t faced issues like this in last 5 years.. issues happen.. its about how quick we resolve.. it took a bit more time to get things to normal.. :(

  • Vince D

    Put your money where your mouth is. You did not live up to your clients expectations or your own service commitments….and have not been living up to it for months.

    Your customers have been telling you for some time now that there is something wrong with your hosting…repeated posts about service levels falling, or degraded speeds. Too many of us with issues to not be something more than just this one incident.

  • Adrian Wagner

    Many outages in the past few months, and huge wait times for any customer service any more. All the reasons I moved to host-gator years ago, are now gone. Bye Bye.

  • Paul Brandon

    Aside what happened today, which I’m sure was very stressful for everyone at Hostgator, over the last 6 months HostGators service has become scattered-shot at best.

    We have referred countless customers to Hostgator over the last 5 years touting them as the best – with unbeatable service… and the last 6 months, have seen a steady decline. We will have a developer talk to 3 reps at Hostgator, all telling us 3 different (sometimes contradictory) things.

    Lately, this is happening more often. And now our customers are expressing their dissatisfaction with HG.

    Again, today is understandable. But as a whole, you need to check yourself because the level of service provided now is a ghost of what it was when we started using HG in 2008.

    If you care, have your CEO PM me. I’m not mad … Just upset watching one of my favorite vendors slowly decline to mediocrity.

    Let me reiterate: I understand today. It was unfortunate but I submit today was a symptom of a larger company-infrastructure problem.

    • Slashed Reads

      I can’t believe it is the same company as it was in 2009. I guess it isn’t. I have contacted support again and again with no response, 500 errors and now not even an auto response email. Feels like they turned off all the lights and went home. Sorry for any tech that works there.

  • Cheeseburger

    We had outages on our HostGator reseller account and were assured by the techs at HostGator that moving to a more expensive VPS will resolve any problems with outages. We were believers and migrated to the VPS earlier this year, but are still experiencing occasional downtime. Today’s lengthy outage was a huge blow to our business. I’d love to stay with HostGator, mainly so we don’t have to go through the headache of migrating to another company, but the business decision-makers have asked me to start looking for alternatives.

  • David Spencer

    About three weeks ago I received a notification that we were being moved to a new dedicated server. The deal was enticing: double the RAM, CPU and disk. 99% of that move had been completed just in time to see the whole thing go offline for 10+ hours. I’ve been a HostGator customer for 2+ years. Before that I ran my own servers in my own rackspace. So I think I know better than most that “stuff” happens.

    Having said that, this has been an eye-opening experience. Like a lot of people, today I learned a lot about your business and your operations. No doubt you’re going to lose a few, maybe a lot, of customers as a result of this outage. Hopefully you realize that you need to double-down on the infrastructure and crow loudly about it. Furthermore, there’s a lot of customers like myself who took a financial hit because we were offline. Presumably there’s going to be some kind of goodwill kickback to offset our losses. This is important because we lost an entire business day. Our confidence is shaken because we’re entrusting you as a technology partner to uphold a perceived, if not real, service level agreement.

    Because this was an entire business day, this very public failure has put you on notice. Now every little glitch will be carefully watched. This was a bad one. The only thing that could have been worse was to have the entire datacenter explode in flames. So I would suggest some very grand and public gestures to make it up to us, because we’re very sensitive now. It’s not too late to repair your reputation. Just get us back to the service level that we used to experience.

    • Anatol

      Im with david 100%, and when you moved my machine over to the shit data-center I did not get any upgrades WTF – you just yanked it like – whatever, well just give him shittier service for the same moneys, hes too stupid to know the difference.

    • crymore

      “Before that I ran my own servers in my own rackspace. So I think I know better than most that “stuff” happens.” and you go with hostgator??? Obviously you didn’t know more than most!

  • fuckkyouhostgator

    one year refund is a must to show that your company value your
    customer

    • Anonynony

      Keep trollin’

  • Paul Brandon

    Aside what happened today, which I’m sure was very stressful for everyone at Hostgator, over the last 6 months HostGators service has become scattered-shot at best.

    We have referred countless customers to Hostgator over the last 5 years touting them as the best – with unbeatable service… and the last 6 months, have seen a steady decline. We will have a developer talk to 3 reps at Hostgator, all telling us 3 different (sometimes contradictory) things.

    Lately, this is happening more often. And now our customers are expressing their dissatisfaction with HG.

    Again, today is understandable. But as a whole, you need to check yourself because the level of service provided now is a ghost of what it was when we started using HG in 2008.

    If you care, have your CEO PM me. I’m not mad … Just upset watching one of my favorite vendors slowly decline to mediocrity.

    Let me reiterate: I understand today. It was unfortunate but I submit today was a symptom of a larger company-infrastructure problem.

  • Yace Goodman

    ONE MONTH FREE HOSTING IS A MUST FOR ALL THE HOSTGATOR CLIENTS.

    Last time Godaddy had the same issue, they gave free month for each customer.
    I hope HostGator can be loyal and bring back some dignity!
    Some of us lost a lot of money while websites are down and some resellers lost all the business they built.

    Be COURAGE as Godaddy and provide FREE MONTH to all of us (customers) !

    • crymore

      Why would you want a month free of subpar hosting? it’s like buying a moldy sandwich and the owner saying oh sorry here’s a free moldy sandwich on the house…

    • azhari1991

      So that’s why I didn’t get billing notification email from them…

  • Stefan V

    I’ve been a customer for over 5 years with 2 Business Accounts active right now ( 1 was up, and the most important account was down ).. and i’ve sent a lot of my clients to get their own account with you… and now i have 7 clients that asked me to move their site to other companies.. Is not hard to move them because is easy since i develop them.. but, 7 lost customers with over 50 sites in total.. Only 7 for now, because not all of them have found out about the downtime yet..

    • Leave Comments

      That has been the worst, all the clients I talked into using hostgator! Big clients and all their sites have been down and running awful since EIG started moving everyone to utah. Also screw Brent for not telling his loyal client base about this horrible place he sold out too.

  • Dave Hom

    Thanks for the information, although I have a concern. EIG said it was core switches. Here you are saying routers. “Routine maintenance” does not cause primary and redundant hardware failures, nor does it take the bulk of a DC offline for over 12 hours. If things are done correctly, the switch config file is readily available and can be written to another switch and that layer can be up in 30 minutes. I find it disturbing that, if this is indeed the case, “hot swap” hardware isn’t readily available. I don’t think we are getting anywhere near the whole truth.

    • crymore

      It’s the network man. They were at 50%+ capacity before moving the HG servers in. Once they did that it jumped up to around 75%+ and started causing issues. *speculations on my part*

  • Federico Baldin

    Incidents occurred to all hosting company sooner or later. I’ve been a hostgator client for years and i think is still the best company i’ve ever work with. They are always there if u need a help and they are quick and reliable 24/7. In Italy we only dream about company with services like that. I’m still a big fun of them.

    • Leave Comments

      Check the location of your website, you must still be on the texas location. As soon as they move you , you will not be saying you are still happy. Get out now while you can.

  • Michael Abramsky

    I don’t care about the token free month of service or whatever you’re planning on calming people down with. I care about server response times and no more down time. If you want to keep us as clients, you will migrate our accounts back to the Texas servers.

    • crymore

      good luck with that. One customer out of 30,000 plus means nothing to them. Go look at the other companies owned by EIG.

  • Ben Brooks

    Well yesterday was the final straw for me. After 5 years of loyal service I have moved to Liquid Web.

  • Remigio Ruberto

    Accidents can happen, to all humans. The machines are still controlled by humans. The important thing is to know immediately the incident, understand and solve the problem. Hostgator does all this, well and as quickly as possible. This is a big job. I am honored and proud to have a dedicated server with Hostgator.

    • disqus_ehpN1TLzZC

      I agree with this sentiment. These things happens. For those crying foul and demanding refunds I would remind them that hostgator prices are very competitive and knee jerk cries for more redundancy in the systems etc ignore the fact that this in itself would have a direct hit on costs, complexity and processes. While no one likes “down times” comparing the administration of big data centres to to that of a home brew rack is simply laughable. So : not good Hostgator BUT you addressed it. The move to upgraded systems a few weeks ago was pretty seamless for me (other than forgetting to migrate my DNS…..) and I’d like to thank you for faultless customer support and a largely trouble free hosting experience.

      • Leave Comments

        You are still on the texas servers, I am sure. Check your location of your servers. Once you are moved to Provo you will not be saying this. Trust me

  • http://www.adclichosting.com/ Josue Fuentes

    I lost my best customers because of this drop in 12 hours.

    • crymore

      Shouldn’t be hosted on one server only. Have two servers at least in two different companies in two different cities.

  • enlawded_comments_boss

    What does means : have affected access to your website and account services ??? some hackers could access to my Dedicated root account ? how many times ? I open a ticket in order to know more ! Thanks for CEO communication and apologizes.

  • Alex

    “Provo” is AceDC. Look at your traceroute to make sure.

    AceDC is well-known junk datacenter in Utah, which has constant issues and outages since 2010.

    • crymore

      it’s more than a junk datacenter. Think of the companies hosted there think of the one company that owns them all now think about some of the recent revelations that was released by a man being hunted down right now..

  • Cheeseburger

    It’s difficult to be forgiving when so much was lost yesterday. The impact of this goes way beyond just a bad Friday. With so many recent glitches on our VPS, we’ve lost faith in HostGator, a company we’ve been with since 2008.

    However, despite all of this, I’d prefer to waive any free month of service, have HostGator keep that money, and be informed of what measures were taken so that this NEVER happens again.

  • naklenders

    never again hostgator.

  • naklenders

    ı will never use hostgator, I’ve lost money.

  • http://nelietatravellingadventures.blogspot.com Nelieta Mishchenko

    I have been with HG for almost a year and this was the first time that I have experienced problems. Unfortantely I moved two more business accounts to HG and then this unfortunate incident happened. I appreciate the fact that we were kept in the loop by management. I am sure it was a very stressful day for the IT people to have this fixed as quickly as possible. Most important thing is to identify and isolate the problem and make sure it doens`t happen again. Thanks for great customer service. Like I say, I am haven`t had any problems with HG until the incident yesterday. Good job HG!

  • Gregory Jewell

    I care about server response times and no more down time, coz I care to my visitors.

    I don’t care about the token free month or a year of service or whatever you’re
    planning on calming people down with.

    Goodbye Snappy!

  • http://www.watercheck.biz SuperWaterMan

    Adam, Thanks for the response. I did also see the response from Ron LaSalvia – COO, Endurance International at http://enduranceresponse.com/ and it seems like fluff. He calls, what most people can affirm was a network upgrade or emergency network maintenence, Ron LaSalvia calls it “routine server maintenence”.

    I assert this is a whitewash of the bigger issue – the forced migration from a TX based datacenter to the Priovo datacenter > which occured in the middle of night with 24 hour warning. Since that time – service and uptime have unacceptedly spiraled downward. From an email we received from Hostgator …

    “We plan to facilitate this migration both as quickly and easily as possible, but also want to assure you that your total satisfaction with this migration is our primary objective.”

    This promise of satisfaction was not met – in fact there have been several outages since that time. NO WORKEE !!

    I assert with the forced migration from Hostgator to the Provo datacenter was a downgrade and in fact – as we can see with the events of August 2, 2013 – caused a complete meltdown of the capabilities and infrastructure of the Provo datacenter. Therefore, I assert the migration or so called “upgrade” was a fiasco at best or maybe downright negligent.

    Ron LaSalvia’s Response Does NOT Answer The Following Concerns …

    Communicate clearly about the issues since the “so called” upgrade / migration to Provo Datacenter

    What have been the issues – be specific ?

    What are the specific steps you are taking to correct the issues for now and the long term ??

    What steps will you take to let people know prior to any planned maintenence, upgrades and maintenence.

    How specifically are you going to provide redundancy – if data center goes down > What plan is in place for sites to stay up and running ??

    An apology – also some gesture of karma balancing – via a refund or a free month service.

    I expect better from Hostgator and EIG.

  • Christine Barry

    Live chats were abandoned by your support team, Twitter was a cut & paste message, the forum was the same apology every half-hour, everything coming from you guys just sucked. And until you started the copy & paste stuff, your story kept changing, so there never was a clear picture of what we could expect. I can handle a network failure and even a few human mistakes, but this was a complete top down corporate failure.

  • Kat

    It is my guess that they (EIG) are going to hide behind “server maintenance” and not offer any credit to us, the customers. http://enduranceresponse.com/

    • http://www.watercheck.biz SuperWaterMan

      not if we keep up the presssure … power to the online community

  • Wischmeier David

    Since the move from TX, I have experienced the following.

    - Much slower response times
    - Multiple Server down times aka 30 minutes here 1 hour there. ect
    - My site speed has diminished. what used to be a 1 to 2 second site load is now 6 to 10. most of it is to resolve from host.
    - now a 12 hour down time with an explanation that is likely not true or not the full truth.

    This is not what I signed up for, I wanted speed and reliability, that’s what I had until about 6 months ago and each month has been worse. Now I am getting the same service I got from most other lame hosts I used to work with. I can get better service for the same price else ware. Better fix these business problems or I and many other will be out of here.

  • Mike_Janick

    What is the SLA with Hostgator anyway? What exactly is a “99.9% Uptime Guarantee”? I lost several hundred dollars with end user sales and these outages. I also klost at least two hosting clients. Since Hostgators Affiliate program says they will pay $100 per signup, that values my two lost clients at $200. minimum.

    What do we do now???

  • Keith Jigleeottee

    I been a long time customer, this is just the latest incident. Even your customer service has been spotty for the last 6 months. Half of my sites got notices they were moving, half did not. Which is not acceptable. I will be moving to a company that cares about it’s employees and provides them and the customers with hardware that is not duct taped together. You went from a 5 star to a 1 star in 6 months.

  • http://www.omahamediagroup.com/ Omaha Media Group

    I and my companies have been using HG since Brent was reselling, the early days. Since then I have seen three major outages, this one, and the data center fire back in 06 or 07 and of course the CPanel exploit to which my colleges and I at eBay helped fixed.

    Our servers being migrated to Provo is complete news to us, we have always thought we were down in Houston at ThePlanet where we have never had any issues. We have over 600+ clients, banks, financial institutions, Dr. Offices, many service industries and of course dozens of mom and pops, etc in our dedicated environments, all who were down yesterday.

    As you can imagine our phones were none stop, email support none stop, with NOTHING but “we’re having network issues in Provo” which we could care about because our servers aren’t inProvo, are they? The answer, yes.

    Here is the a direct quote from the dedicated services page regarding Top of the Line Network… Quote”

    - Fully Redundant Network with NO Single Point of Failure
    - Multiple Layers of Network Security
    - Multiple Bandwidth Providers (AboveNet, ATT, Comcast, Global Crossing,
    Level(3), NTT)
    - State of the Art Data Center with Backup Power Generators and HVAC
    Units.”

    We guarantee our clients up time through your guarantee. It is clear now, with the recent sale and internal move that HG should no longer guarantee anything. I would start by adding the location and DC of your hosting services to your hosting pages and by removing the above quoted text which right now is false advertising.

    As a CEO I feel for you Adam but the damage that was caused by the 3 or so outages this past month cost us our largest client, to which we will be requesting up a meeting with you to discuss how we are going to handle it.

    • crymore

      Recent sell?? The sell happened long ago. It was only a matter of time before the servers were moved to EIG datacenter. You would do the exact same if it was your company.

      • ThatGuy

        Crymore, when you are sold ONE thing, and DELIVERED another under outdated pretenses,it is FALSE advertising.

        When you said “you would do the exact same if it was your company”, to say Omaha Media Group would do the same thing, or anyone or any other company for that matter is purely speculation and pointless in your argument. I am sure you are not an agent of Omaha Media Group and cannot speak on their behalf, or anyone other than yourself.

        The buyout or merger by EIS (owned by Goldman Sachs) including the DC migration should have been public to the effected clientele prior.

        I, as well as all of my clients were down for an entire day. One of those was a Dialysis scheduling service for a medical center who were brought to their knees because of this outage. Mind you, there were fault tolerant and load balanced servers which were spec’ed, installed and deployed by HG, among many others, all of which were known by us as being in Houston. No one had a CLUE they were located in Provo.

        Host Gator/EIS whatever they are going by these days SHOULD remove anything that states “NO single point of failure” from their sales material. They should also place a location of the serviced hosting within GBCLIENT.

  • http://oshma.net/wordpress MO

    A 99.9% uptime = .1% downtime. .001 * 24 hours * 365 days = 8.76 expectable hours of downtime. We passed that early yesterday. OTOH, as several folks have said, shit happens.

  • Abdus

    Where have the Servers shifted to? What are the compensations?
    Moreover, we need to be detailed on the hit.. What if it happens again in a month or so? Then we would be loosing our clients and that means you too.

  • ArtofthePie

    Saturday 8/3 and you’re down again.

  • Severely Pissed off

    You lying sack of garbage. Services have not been restored. My server is going down constantly as I write this. It was down for 20+ hours straight yesterday. Stability is not existent. Service went to crap about a year ago and then it got a thousand times worse 3-4 months ago when you moved all the vps’s to Provo. You have cost my business huge amounts of money yesterday alone. I am selling large amounts of product on Amazon which I have no way of knowing if it is even in stock which a lot probably is not due to inventory sync not working from my servers because Hostgator put my servers in Utah.
    The attached picture is my sales of Intel products alone since January of this year. I sell more than 500 brands. So thing about this. If that is just ONE brand I sell and by no means is it my top seller. How much money do you think your costing me?

    • crymore

      500 brands yet you host on one server only…. I would not trust you as a company. We on the other hand have a client base fo 10 people and we host them on two separate servers in two different cities with round robin blah blah fun tech stuff so if one server goes down the other is there to keep it going.

      • Severely Pissed off

        You an idiot. Yes one server has my website and updates the inventory for my amazon store which has 99.9% of my sales. 99.9% uptime guarantee was not held up and my servers could not update the Amazon store because of horrible datacenter. Having a store with multiple products doesn’t mean it needs to be hosted all over the world. It doesn’t get direct traffic in the quantity needed for that. the traffic goes to Amazon.com. So mr crymore why don’t you go jump off a bridge

  • Hostgator User

    In addition to the The nameservers information supplied in the welcome mail 5 years back and now the nameservers have been changed without any advance information to the clients making our sites to break.

    • Casey Champney Ramirez

      My nameservers work perfect.

  • Casey Champney Ramirez

    I hope you can control this. I really like hostgaot for your services, but hate downtime :(

  • Marcela Perez

    ADAM, I am a customer since 2007.

    Spending thousands of dollars per month to hostgator.
    From Endurance International Group buy hostgator all went wrong!
    All companies that buy fron EIG (Justhost, Bluehost, Hostgator), were destroyed by EIG, they migrate their servers to PROVO. The world’s most datacenter horrrible.
    I want my servers in SOFTLAYER now!,
    There are still good companies that are not EIG, I leave Hostgator (Endurance International Group NOW).

  • Michael Chrisma

    SQL server is corrupting data whenever you guys go down. one of our clients has a hotel listing reservation business and in the middle of one of their updates you guys went down and it scrambled pics on the db into random places. now we are having to go through the db and fix the bs. these gator issues are going on too long now. yesterday you said everything was resolved and today same stuff.

    • crymore

      Ouch that super sucks. This is a good reason to have your db backed up as it’s used and hosted on a separate server.

      • Michael Chrisma

        yup,that’s what we ended up having to do. restored the db from a backup. we have just been doing the manual dl not mirroring. but we are planning to implement a mirror solution now.

  • Marcela Perez

    ADAM, I am a customer since 2007.

    Spending thousands of dollars per month to hostgator.
    From Eig buy hostgator all went wrong!

    All companies that buy (Justhost, Bluehost, Hostgator), were destroyed by EIG, they migrate their servers to PROVO. The most horrible datacenter of the world’s. EIG to save a few dollars, customers do not care.
    I want my servers in SOFTLAYER, now in PROVO.
    There are still good companies that are not EIG and no have server in PROVO, I leave Hostgator (Endurance International Group NOW), move the servers to SOFTLAYER as before.
    ADAM, the customer has the power !

    • crymore

      To save a few dollars? LAUGHS! 20,000 servers moved. 100$ a month saved per server for the move = 200,000$ a month saved. That’s more than chump change my friend.

      • azhari1991

        You get my respect… sir

  • http://www.theistudio.com Judith

    I saw this happen to Mindspring, Earthlink and A+ — great companies that slowly lost their customer-centric core. The cat is out of the bag. Those who were being led to believe their knowledge or site setups were a problem now know this was a thinly veiled excuse for poor performing servers on your side.

    I was told to upgrade to a VPS to solve performance issues (so other sites on shared would not effect mine) — I had more problems than I ever did on shared. Same sites; nothing changed. Then, I was told I needed to upgrade TWICE to VPS Level 5 just to have the same resources as shared. $$$ later and things just kept getting worse. Then, the “upgrade” to Provo and I’m on the phone with you folks every couple of days — at least once a week — with techs who albeit nice can’t answer my specific questions.

    It is a shame — Hostgator had it going on. Reliable service and support. Now, I fear I can’t believe a word you say…

    • crymore

      The owners of Hostgator made quite a bit of money from this buy out. Don’t think they aren’t happy ;) And this only gives them more room to start another hosting company which everyone will flock too and eventually sell again to EIG. it’s documented history go look it up

  • jasonverdelli

    Customer service has been a disaster. Nobody has helped and sites are still down. Unbelievable! Service has decline significantly since 2008. Moving to Rackspace which seems like a much more reliable hosting company.

  • Mark

    Mine hasn’t been restored, Aug 3 @ 4:45 pm and i still haven’t heard from support… So why the statement that data has been restored? Tell the truth!!!

  • Andrew Rother

    the whole root problem to this utter shambles was not the fact that
    some major shit hit the fan – rather, it was the TIMING of when this
    happened. This was a deliberate and planned event i.e. the maintenance
    (or whatever they were supposed to be doing)… and it was PLANNED to be
    done at the absolute worst time of the month i.e. the end of the month!
    This is without doubt the busiest time for ecommerce, as people GET
    PAID at the end of the month and history shows us that that is therefore
    when most sales are done online.

    This was an utterly
    appalling decisision to do this maintenanace at the absolute busiest
    time of the month. Whoever made this decision should be sacked – there
    are no excuses for such sloppy amateur decisions. If they had done the
    maintenance at , say, the middle of the month instead, the resulting
    financial fall out would have been far less severe. Unfortunately, the
    idiots with their suits on, who made that decision, don’t understand
    that stupidly simple concept.

  • Andy Goin

    I have a ticket open still for email issues that have been going on for the past near 48 hours now. Long term customer for going on nearly 12 years and I’m looking for a new host if this isn’t resolved by Monday.

    • crymore

      escalate the ticket.. unless it a ticket about the issues which you would get the same response like everyone is getting. so really your ticket as been replied to by reading others replies by EIG ;)

  • Andre Hammett

    I’ve been a Hostgator customer for 18 years and have enjoyed their hosting products and customer service until the recent EIG purchase. Hostgator took great care of their customers andissues did occur, they’d handled them in an expeditious manner. In some cases, I can remember compensation.

    It must be difficult for current Hostgator customers and employees to watch their company, whom they’ve trusted for so long, just fall to pieces. I know it’s business, but moving accounts to an already overwhelmed datacenter is ludacrous. I was shocked when I received a notification that my account had been migrated to a new server. The OLD Hostgator would not have done that without notifying its customers first and give reason(s) for the migration.

    EIG, you need to take a page out of the OLD Hostgator handbook when it comes to customer service. You cannot expect customer loyalty with a subpar product. Teach your agents not to lie or mislead customers, we’re smarter than you think. We understand that machines are made by man and things will malfunction and/or break but communicating with your customers truthfully is imperative.

    Because of the latest events, I will have to reevaluate my loyalty with Hostgator with EIG at the helm and I’m pretty sure that others will do the same. Like the last post stated, it’s up to the old management of Hostgator to step up.

    • Leave Comments

      EIG is only about money and ads, they could care less about customers. We are just sheep to them. Look at all the companies they have bought and ruined. They do not care in the least. Thanks Brent for leaving us all in this situation. I already left ipower web after EIG bought them 7 years ago because of how bad it was, this is like my nightmare come true yet again.

    • crymore

      The day EIG loses money is the day they might listen to you. But until then BAHAHAHAHAHA crymore

  • Ryan

    I had no idea my server was moved until the outage the other day. The message that they were changing hardware didn’t mention anything about changing data centers. I purchased my VPS solely for the reliability of The Planet. Cost cutting, penny pinching and misrepresentation has lost you a 5 year customer.

  • Richard Bullis

    This last outage certainly has caused havoc with my site.
    I use php script and mysql tables. Some videos are hosted on my site and those do not work while a youtube video hosted one will.
    If the new owners are thinking that cheaper and less powerful servers will save them money, in the long run, it will only cause their demise.
    As being the best means you have the best or fail.

  • Howard Bell

    As soon as the clowns at Hostgator get their act together I’m going to start shifting all our servers away from them. This morning when I woke up I discovered that Hostgator (who host our primary DNS dedicated server) had defaulted all the A records to point back to the local server IP address, breaking the links to nearly 1000 sites, I’ve spent the last 12 hours having to manually go through every zone file in MS DNS changing the A records manually to relink the sites. I logged a ticket early in the morning and have contacted the live help three times to escalate it and I still haven’t had a reply after more than 12 hours!! As soon as I get the DNS sorted out again I’m shifting it to DNS made easy to give me some security on our non-Hostgator servers while I move everything away. I will be strongly warning anyone looking for hosting not to use Hoatgator in the future – the first three years we used them they were great, but they have been unbelievably bad over the past few weeks.

    • crymore

      why didn’t you do that in the first place. 1000 sites come on you got to be making money. To be hosting your dns in the same place you host your servers and email and god knows what else is just purely noob move.

      • Howard Bell

        Actually, if you read my post more carefully I said our primary DNS server is hosted with them _not_ our main web servers, they are hosted in our country and I clearly state that I’m moving the DNS to give DNS stabilty to “our non-Hostgator servers”. So rather than being a “noob”, we did have some separation in between our DNS and web servers, however, if our DNS server goes down it doesn’t really matter where the the web servers are hosted does it? Any other servers we have with them (a couple of dedicated servers and some VPSs) aren’t running off that DNS but we’ll move them as well. In the Up until the data centre move, Hostgator have been really good but a hosting company is only as good as their uptime, and lately, Hostgator have been crap. It’s a pain having to move the DNS but DNSMadeEasy seem to have a far more robust network.

  • Raymond Charles Kircher

    Once the honesty is gone, HG can and will be forced to do more with less, including clients. I do understand that stating a foreseeable future with a sensible comment to customers works for the time being, but when that fails, it will confuse more than the people working with our sites to include the customers looking for our site. We do have marketing programs and active promotional content in print and text that must be there when looked for online. If not, the opportunity for a sale is gone and the program money wasted. HG, I too don’t want money back, but your commitment to finding solutions for your clients to be restored and a respect for us buyers for we are not stupid about what we are doing. You are killing our customers by not being honest with us.

    • crymore

      HG is no longer HG what are you going on about. It’s a completely different company! get over yourself

      • Raymond Charles Kircher

        And we now have the owner’s kid commenting. Go back to your mother’s basement you fool. Better yet, go the HG break room and play with yourself.

  • web hosting india

    Great job..thanks for sharing this…

  • Leave Comments

    EIG Servers Under DDoS Attack Affecting HostGator and BlueHost

    Hostgator officially now sucks totally. Run if you are still on there hosting.

    Just when EIG reported the worst of it was over from the blackout on Friday, they were hit by a massive DDoS attack Saturday morning. DDoS stands for Distributed Denial of Service. Unfortunately, it’s a common occurrence among host providers. Most happen and are resolved without you ever knowing about it. For your site to go down, either there is already another problem at the host or the attack is massive, or both. And that’s the combination EIG servers faced yesterday. It only served to further erode any confidence site owners may have had in HostGator and BlueHost.

  • Jerry Burg

    In regards to Friday’s extended outage, I was glad to see a message from the CEO, although it was not easy to find. I stumbled onto this blog post quite by accident. It would have been nice to receive an email at the address Hostgator has on file for me.

    I have 2 dedicated servers with Hostgator and I have generally been satisfied with the service provided. However this incident concerns me for 2 reasons.

    First, I was unaware that I had been “moved” to Provo. Hostgator did inform me that my server was being “upgraded” and frankly I thought they were just upgrading the box. Perhaps the change of IP address should have tipped me off, but I’m not that tech savvy. I had no idea, nor was I ever told, that the site was being moved to different box in a completely different facility. The fact that HG never really explained what they were doing shows a lack of honesty that is troubling.

    The second issue is that, according to the Network Status posts on Saturday, there was a “massive DDOS attack” on the DC. Well now that is quite different from a hardware failure, right? So what exactly IS going on over there? Was Friday’s outage due to hardware failure, or a massive DDOS attack?

    Putting the pieces together, I wonder if Friday’s outage was a DDOS attack as well?

    What I would like to hear from Adam Farrar is, what exactly happened, and what is Hostgator, or Endurance International, doing to ensure that it never happens again? That’s what they need to address.

    • crymore

      I don’t understand why people belive the DDOS story.

  • http://www.mediaworksmt.com/ Kory S.

    Adam, I really hate to do this, but feel like I’ve gotta affirm what some other commenters are saying: Since the EIG sale, all of the best things about HostGator feel like they’re starting to slip.

    Since 2008, I’ve referred our clients (upwards of 90) to HostGator because we’ve felt the price was right and the speed, reliability and support were unmatched – and hey, we like the $50 commission too! – but the real incentive was feeling/knowing that our clients and their websites were in great hands.

    Fast forward to the recent Shared Account Migrations: Within a day of being moved over, suddenly a number of our clients began getting calls from their visitors/customers about 500 and 503 errors. Sites which had worked perfectly for months or years were suddenly had issues coming out of the woodwork.

    And whereas one session with a HostGator ‘Live Chat’ support rep could solve nearly anything in the past, I instead found myself on chat session #5 and getting different answers/suggestions from everyone: “You have too many IMAP accounts”, “Is caching enabled?”, “Have you tried CloudFlare?”, “Check back in an hour or two, let us know if it gets better.”

    I’ve really tried to be understanding and hopeful, but it’s coming to a point: For the first time in 5 years, I’m doubtful that HostGator is where we should continue referring our clients, and am currently extremely hesitant to bring on any more. I’m even a bit frightened by the idea of having to go back to clients and tell them HostGator’s services are no longer ideal and we need to move elsewhere.

    Tell us some good news, Adam – I’m hanging by a thread here.

    • crymore

      Adam has no say now. This is EIG territory only. Remember this the workers left first company bought by EIG to start a second company which was bought by EIG to start third company “HG” which was bought by EIG.. see the pattern here? Research my friend. Thats what the web is there for.

  • Elenor

    My web client is now posting the logs from Awstats showing the daily 2, 3, or 4 hour gaps in the stats to Hostgator Support… Every day since last Friday. The Support folks are nice, but useless in trying to find out why it’s happening — or, more important– STOPPING it from happening!

    I cannot express how dismayed I am. I have always very strongly recommended Hostgator, and told people about their fantastic support and great service — but lately? I don’t want to move my several business sites and my web client’s site away — but it’s a REALLY close call right now! I’ve been with Hostgator for … I dunno… 8-10 years? A long long long time — and never had this much trouble.

    And no help, no answers… I only found this blog page by happenstance!

    • Leave Comments

      I hope you read the news that we all know now, Hostgator is no longer
      really hostgator as we knew it. It is owned by a huge soul less company
      called EIG, (read about them on Wiki) and see how horrible they are.I
      am leaving and also telling all my clients I referred who are so pissed
      off right now to leave ASAP. I have 200 clients on my reseller accounts
      and I am so lucky to still be in Texas, but we all are getting moved
      over to that crap Provo datacenter so get out now.

  • andy stenz

    The migration to the new servers a few weeks ago was handled so very poorly. And then this.

    So sad to see HG going the way of justhost and so many other companies under EIG. I’m very excited to have just submitted my cancellation request.

    Goodbye HG. You used to be great. Now, not so much.

  • crymore

    Exactly

  • Andrew

    STILL outages on and off all day today. Keeping all my sites and accounts working with Hostgator has been like corralling kittens.

  • xquentin

    Nice words, but sincerely we were unnecessarily stressed.
    Make use of your values ​​as a company if you want to keep your customers.

  • Charles Nelson

    Really starting to get infuriated with HG myself. I’ve got now 3 sites running on HG servers and all 3 of them are completely random performance wise. One minute they are responsive the next they stall for ~30 seconds or more. This changes minute to minute with the only response from their support team being that it is site design.

    Funny that it runs faster for my users off my weak little windows development box with caching disabled than a cached version on HG’s servers. I will be switching hosts as soon as I have the time to do so.

    • Leave Comments

      I was wondering if people are still having issues. I finally found a place to move all my reseller account to. Site5. Very helpful and guess what you can choose your datacenter and they use softlayer!! I am so relieved.
      They also offer cloud reseller hosting which I would like to try too.
      Free migration and cpanel. It took me since the blow up last week to find a place to go. I am still on Houston and Softlayer in HG for now, but they only give you a little notice when they “upgrade” you to Provo and I gotta get all my clients outta there ASAP!

  • Sandra McHale

    All I know is, every site I have with HostGator has become noticeably slower of late. Even a backup program I’ve run without a problem now times out because it takes the server too long to respond.

    I’ve already moved every site in one account to another non EIG host (regained site speed in the process) and will probably move others at renewal time if nothing improves.

    Sad thing is, I moved client sites from BlueHost to HostGator last year because BlueHost’s tech support became “do it yourself” rather than “how can we help you?” Gotta wonder if that’s what lies in store here, too.

  • TeamMerseyside

    7 Years I have been a Hostgator customer and I rent a dedicated pro server. I have seen the support go from brilliantly fast and informative to absolute rubbish with auto response messages and the normal “I am doing my best to get your ticket escalated to and admin.” The chat wait has gone from a couple of minutes to over an hour. It is quite obvious that EIG are a big greedy company that do not give a crap about customers or quality of service. Hostgator, you are losing another customer because my business is being ruined every Month because of your crappy Provo server, every Month, there is downtime for at least 6 hours. For what I pay per Month, I expect better, that this rubbish. You have gone from the best to the worst hosting company I have ever used, total rubbish. Goodbye you greedy idiots, I hope you lose everyone.

  • jason

    I’ve been with HG for 3 years and I have to say I have never had such lousy service from a hosting company. Down at Christmas last year, down several more times this year and of course, down now. In the middle of the day. I have already purchased another dedicated server elsewhere. I run a business and I just cant keep going through this.

  • Rumi Yei

    EIG sucks! please no.

  • James C
  • James C
  • Reno

    HostGator,
    you used to be an absolute leader in support and hosting services.
    However, the last few months you have been terrible! I’m paying you
    US$375 per month for a dedicated server and what you call “managed
    hosting”. My server has continuous issues,
    your support is incredibly slow and useless. I have tickets outstanding
    for over 6 days! My dedicated pro server is continuously down which is
    causing me big head aches, loss of revenue and frustration. I’m about to
    switch to another hosting company after 6 years of hosting with your
    company and paying you tens of thousands of dollars. Very disappointing!

  • Reno

    It’s down yet again…

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