Update

As of 5:55pm eastern time all connectivity issues have been resolved.

We apologize for any inconvenience this may have caused our customers and their site visitors.

Please let us know if any connectivity issues persist.

 

 


 

 

@ 5:11pm eastern time our Systems Administration Team has identified a connectivity issue outside our network hindering many of our customers' ability to reach their sites in the East Coast Data Center.  Our System Administrators are working with our data center to identify the exact cause of the issue and work with the appropriate provider(s) to effect a resolution as quickly as possible. We sincerely apologize for any inconvenience this may be causing and appreciate your patience.

Please understand that there is a higher than normal call volume at this time, so it may take a little longer than usual for our Support Team to be able to respond.  Additionally, we will be updating here and on Twitter  (@InMotionCares) as soon as more information is available.

Did you find this article helpful?

We value your feedback!

Why was this article not helpful? (Check all that apply)
The article is too difficult or too technical to follow.
There is a step or detail missing from the instructions.
The information is incorrect or out-of-date.
It does not resolve the question/problem I have.
How did you find this article?
Please tell us how we can improve our Support Center:
Email Address
Optional, but our team may contact you for more information.
Like this Article?

Comments

Post a comment
2012-04-24 5:56 pm
Again?
2012-04-24 6:09 pm
This is the second time in two weeks. Is the failing switch or router being replaced or just tweaked again?

Also, what specific hardware keeps failing? Is te1-7.cr1.was2.us.packetexchange.net [69.174.120.54] the source of the problem?

There are supposedly five redundant network providers. Why do they all converge into one point of failure? Why not have two BGP routers? If one fails the other takes over instantly.
2012-04-24 6:17 pm
This is pretty poor guys, as a customer I expect a full problem report and confirmed solution or else I'm bolting
2012-04-24 6:23 pm
******2012-04-11 09:41
Must admin I'm concerned about this trend. Two outages in two weeks. I would expect there would be several providers into this datacenter. Will be watching closely over the next month or two to decide if we stay with this provider. I hope so because they are a pleasure to work with and provide reasonable updates on issues.


Folks, I really need more information on this outage. My executive staff is insisting on answers to the following questions:

1. How/why did a single router failure or provider outage bring down connectivity to the datacenter and specifically to our website?
2. What network redundancies were in place on Tuesday to prevent this outage?
3. How/why did the network redundancies fail to prevent the outage that occurred on Tuesady?
4. What changes have been made to the network infrastructure to prevent a similar failure from causing the same outage?
It's important that I can answer these questions to the satisfaction of my executive staff.
Please help me (and others posting here) to justify our choice to host with InMotion and quiet fears of a similar failure. Thanks for your help.
******

OK, enough,

This is outage number 3 in about 3.5 weeks. My management is now actively considering other options. Each of the last 3 outages were caused by providers to the East Coast Datacenter. I can't in good conscience continue to recommend this solution going forward. Really disappointed considering the time I took to research prior to the decision to host with InMotion. Bottom line - my confidence in this provider is eroded and I don't see how it can be repaired. Very disappointing.
2012-04-24 7:09 pm
Having been with other hosts who continually had outages several times a month lasting 12 hours or more and tried to pretend it never happened .... downtime is always annoying whatever the host. But as a business person who runs multiple businesses and who is very aware of how important it is to be consumer oriented I find that Inmotion is one of the better companies I deal with. I actually wish more companies including mine had their dedication to keeping their customers happy. So I'll not abandon ship over some short term problems....
2012-04-25 8:45 am
******2012-04-11 09:41
Must admin I'm concerned about this trend. Two outages in two weeks. I would expect there would be several providers into this datacenter. Will be watching closely over the next month or two to decide if we stay with this provider. I hope so because they are a pleasure to work with and provide reasonable updates on issues.

Folks, I really need more information on this outage. My executive staff is insisting on answers to the following questions:

1. How/why did a single router failure or provider outage bring down connectivity to the datacenter and specifically to our website?
2. What network redundancies were in place on Tuesday to prevent this outage?
3. How/why did the network redundancies fail to prevent the outage that occurred on Tuesady?
4. What changes have been made to the network infrastructure to prevent a similar failure from causing the same outage?
It's important that I can answer these questions to the satisfaction of my executive staff.
Please help me (and others posting here) to justify our choice to host with InMotion and quiet fears of a similar failure. Thanks for your help.


OK, enough,

This is outage number 3 in about 3.5 weeks. My management is now actively considering other options. Each of the last 3 outages were caused by providers to the East Coast Datacenter. I can't in good conscience continue to recommend this solution going forward. Really disappointed considering the time I took to research prior to the decision to host with InMotion. Bottom line - my confidence in this provider is eroded and I don't see how it can be repaired. Very disappointing.******

Same here, management considering other options... Unfortunate since until now, we have been very happy with your services but the 3 incidents in the last 7 months are getting us concerned what's next...
Please provide detail answers to the questions/concerns other customers have posted above.
2012-04-25 9:28 am
Is anyone from IMH going to chime in? Please assure us we're not just waiting for another outage. We'll understand if you just tell us what's up - but please be as transparent as possible. We all have clients to explain to why their websites keep going down, and right now you're making us all look like idiots for choosing IMH.
Staff
2,770 Points
2012-04-25 9:42 am
Hi picad (and everyone else),

This is Brad with the InMotion Hosting Support Team. We are here and are monitoring all of the comments and feedback being posted due to the outages. Many good points were made, and have been made prior as well.

I can tell you that we're just as upset with these outages as everyone else is. Other than the updates in the article above, I unfortunately don't have any further information to provide.

We are moving in a direction of getting these types of issues resolved, but unfortunately it is taking some time. I do wish I could answer everyone's technical questions at this time, however the System Administration team is still working on a more optimal resolution, and no official update is available from that team.
2012-04-25 9:53 am
Thank you, Brad. We understand and really appreciate just hearing from the staff that the Sys Admins are working on a solution. We're trying to keep all our clients from freaking out (we have an IMH VPS), so please keep us all apprised of the situation.

On an similar note - we would like to request that news like this be emailed to account admins. AGAIN, we didn't know about the outage until a client informed us.
2012-04-25 2:44 pm
SECOND OUTAGE, in TWO WEEKS, at 5 p.m. yesterday.

New webhost company for us at 6 p.m. yesterday.

We gave a pass on the first outage. A second outage, in just two weeks, cannot be tolerated by a business. I hope heads are rolling at the top levels of IMH over this.
2012-04-25 3:26 pm
******Having been with other hosts who continually had outages several times a month lasting 12 hours or more and tried to pretend it never happened .... downtime is always annoying whatever the host. But as a business person who runs multiple businesses and who is very aware of how important it is to be consumer oriented I find that Inmotion is one of the better companies I deal with. I actually wish more companies including mine had their dedication to keeping their customers happy. So I'll not abandon ship over some short term problems....******
I left a similar host as well. I appreciate IMH putting out these announcements, but I equally expect IMH to update its users on what solutions are being implemented to remedy these issues for good.

If there is no communication about what specific fixes are being implemented and management just keeps saying, "Hey, it's fixed - sorry about that.", I and I'm sure many users feel like the same outages and issues are going to persist in the future instead of being permanently remedied.

Customers need to know what actions will be taken to prevent repeat outages.

Post a Comment

Name:
Email Address:
Comment:
Are you a bot?
Submit

Please note: Your name and comment will be displayed, but we will not show your email address.

Related Questions

Here are a few questions related to this article that our customers have asked:
Ooops! It looks like there are no questions about this page.
Would you like to ask a question about this page? If so, click the button below!
Ask a Question

Need more Help?

Search

Ask the Community!

Get help with your questions from our community of like-minded hosting users and InMotion Hosting Staff.

Current Customers

Chat: Click to Chat Now E-mail: support@InMotionHosting.com
Call: 888-321-HOST (4678) Ticket: Submit a Support Ticket

Not a Customer?

Get web hosting from a company that is here to help. Sign up today!