Hostingrails.com appears to have had an ownership change


#1

Uggh, this happened to be me before, my site trashed when the host had
business problems.

I hope it won’t be that bad. It seems Jumpline has taken over
hostingrails and it also seems that there
have been support transition problems.

My site has been down on and off for over a week and what is worse,
support doesn’t seem to know
what they are doing.

pray4me pleez.


#2

On Apr 22, 8:28 pm, minka removed_email_address@domain.invalid wrote:

pray4me pleez.

Yup, the new support people seem incompetent. They just moved my
account to a new server and I’ve had tons of trouble… it’s been
three days and they still don’t have my Subversion repository working.
I don’t know why but the support people also seem annoyed by my
attempts to get their… support.

This is such a shame because they were so good before.

–Best wishes


#3

Hostingrails is a bunch on incompetent idiots. Our environment is
still down 48 hours later with very little hope to get it online
correctly.

The main developer has been given the directive to get away from these
jokers.

-Steve


#4

Indeed, hostingrails is the worst rails hosting company available. If
you want to try the worst, try hostingrails.


#5

Same here, we are now down for our second full day. Our environment
is pointing to code from 2008 in our largest locations. I’ve
screamed, yelled and have gotten nowhere. My developer is now 11
hours in at $50/hr and we aren’t any closer. Still can’t get the
environment correct.

I just gave him the directive to go to another provider. HostingRails
is a business killer.

-Steve


#6

I received a 4/24/2010 email from hostingrails.com that states:

If you are currently using outside name servers for your website, you
will
need to either update your DNS name server records for your domain name
to (
ns1.hostingrails.com and ns2.hostingrails.com).

The above email is wrong, or least today, it is wrong.
To correctly get my DNS working after the server change, I needed to
point
my DNS to:

ns1.myhostcenter.com and ns2.myhostcenter.com


#7

support.jumpline.com and support.hostingrails.com seemed to be the same
web
page except

support.hostingrails.com has a forum tab

and

support.jumpline.com does not have a forum tab.

The forum’s tab points to http://hostingrails.com/forums

There is not a http://jumpline.com/forums


#8

Hi, I pretty much had the same issues reported here, especially after
the “upgrade” on some servers.

The question is: what RoR hosting provider would you suggest ? I’ve
heard good things about site5, and was myself a happy Lunarpages
customer but I left because at the time they were not supporting RoR
and shell access.

thanks

-ugo-


#9

I would support anyone who has had a similar experience with
Hostingrails (which seems like many), to pursue a class action
lawsuit.

Our story:

My company is a web agency and we hosted several of our client
websites with Hostingrails. On April 30th, I received notification
from one of our customers that their site was down. I then found out
all of our sites were down. We called hostingrails support and
submitted a ticket for an urgent correction. No response was
officially given until Sunday morning! We were not able to call on the
weekend as they have NO weekend call support. After our own
developer’s investigation, we finally realized that our sites IP
addresses had been changed (without them even informing us!). After
posting numerous tickets, hostingrails finally gave us the new IP’s to
redirect to. This was only the start of our problems…On Monday, we
called the support and they finally explained there was a server
upgrade and “we should have know about this” (our sites have been down
for 72 hours at this point). We NEVER received any email or
notification, nor could they prove they sent us any such message. I
demanded to speak to a manager in charge, his name is Derek Hopper. He
wasn’t available but support promised to call back taking my number
(European number). Then he sent an email saying he was unable to make
international calls (what a load of BS!).

In short, we never got our issues resolved and the server change
forced us to move all websites to a new server. This wasted 5 days of
our time and not to mention significant financial losses and damage to
our reputation. Even after all of this, we asked Derek for our money
back on hosting we have not used (we paid 2 years in advance hosting).
He came up with the biggest BS excuse ever saying he “can’t make a
refund due to the merchant system”. He then asked us to “trust him”
and we could have free hosting for 2 years (extended to 2014). He even
had the nerve to offer this when our current issues were still NOT
resolved. I have never dealt with more incompetent people in my life.

We have not received a refund yet but will do whatever it takes to get
some justice in this case. If anyone else has a similar story to share
or would like to investigate a class action lawsuit, please email me
at removed_email_address@domain.invalid

Clinton


#10

gogo wrote:

Hi, I pretty much had the same issues reported here, especially after
the “upgrade” on some servers.

The question is: what RoR hosting provider would you suggest ? I’ve
heard good things about site5, and was myself a happy Lunarpages
customer but I left because at the time they were not supporting RoR
and shell access.

I like Slicehost, or Heroku.

thanks

-ugo-

Best,

Marnen Laibow-Koser
http://www.marnen.org
removed_email_address@domain.invalid


#11

The original estimate of 24-72 hours is currently off by over a week.

I currently experience site halts of over 5 minutes more than twice
daily.

My git repository suddenly reverted to the first commit. I had to
rebuild my development history from a git clone. Fortunately all
history was present in the clone so no work was lost.

I’m not sure who the “my” is in the new name “my.hostingrails.com” but
it definitely doesn’t seem to be paying customers.

This feels like a class action suit in the making…

Rick


#12

We have had a very similar experience, with two separate hostingrails
sites. We eventually moved all our sites over to railsplayground.net
and been happy with them so far.

I’ve never had a hosting company switch me to a new server without
thoroughly ensuring everything works and getting my approval before
throwing the switch. Hostingrails on the other hand, arrogantly just
moved my files over and sent me an email notification that my IP has
changed. Then all hell broke loose. SMTP failures, site down for hours
at a time, multiple times a day, tried to contact Support
continuously. The went on for over 2 weeks, as we moved to a new
hosting company. I have lost a major Beta customer in the process.

I was actually hung-up on by the “customer support” manager, Derek,
after I asked the support technician to transfer me to his boss,
because I dared to say the situation was “bullshit” (“I’m terminating
this call because of your bad language”). Support tickets are closed
without being resolved. Hostingrails used to have exceptional support.
Now its in the toilet.

In an attempt to give them one last chance, I tried to contact
“management” but there’s none listed on their website. I called their
sales and support lines and asked for the name of the company
president, and was refused that information. Quite unbelievable.


#13

We have had a very similar experience, with two separate hostingrails
sites. We eventually moved all our sites over to railsplayground.net
and been happy with them so far.

I’ve never had a hosting company switch me to a new server without
thoroughly ensuring everything works and getting my approval before
throwing the switch. Hostingrails on the other hand, arrogantly just
moved my files over and sent me an email notification that my IP has
changed. Then all hell broke loose. SMTP failures, site down for hours
at a time, multiple times a day, tried to contact Support
continuously. The went on for over 2 weeks, as we moved to a new
hosting company. I have lost a major Beta customer in the process.

I was actually hung-up on by the “customer support” manager, Derek,
after I asked the support technician to transfer me to his boss,
because I dared to say the situation was “bullshit” (“I’m terminating
this call because of your bad language”). Support tickets are closed
without being resolved. Hostingrails used to have exceptional support.
Now its in the toilet.

In an attempt to give them one last chance, I tried to contact
“management” but there’s none listed on their website. I called their
sales and support lines and asked for the name of the company
president, and was refused that information. Quite unbelievable.


#14

Hi,

Same here.
I have 5 small websites hosted at hostingrails.com.
Since April, I have much troubles with my apps.

I already wrote to the sales.

===================
Your new support system, just for opening a technical support ticket is
really annoying. With the old you could open a ticket in 2 clicks. Now I
have to navigate through too many menus. It’s really annoying.

Reply from Hostingrails.com (Sat May-01-2010 12:29):
I am sorry for any inconvenience this causes. With this new ticketing
system we will keep track of your tickets in your Customer Manager so
you can review them at any time. It is also better for tracking and to
ensure you get a more timely response from the technicians.

I do understand it is more steps but it will be a benefit to you in
regards to the support you receive and for referencing previous tickets.

If you have any other questions or concerns please let us know.

===================
I don’t want to bother you. I’m just a customer since 2006 that is
beginning to think that your new support is really decreasing in
quality.
I was talking about your new interface, now I am talking about the
people behind it.
Before we had replies in less than 3 hours, with pertinent remarks and
replies.
Now I have open a ticket about emails, they are avoiding questions, not
analysing the server, and now that emails are working again, they don’t
know why (I didn’t changed anything) and they still asking if the emails
are not sent in my spam folder.
A migration have been done: all my apps hae been changed to a new
servers, and nothing was ensured to get no regressions: I am still
missing a rails 2.3.2 gem for one of my application.

I was really surprised to find a good level of service with HostingRails
back then, now I am really thinking about leaving you guys. I prefer to
pay more and have a greater service elsewhere.

Do something please, for the sake of your service image.

Best regards,
Mickael Faivre-Maçon.

Reply from Jumpline CS Agent Geoff S (Fri May-07-2010 09:35):

We are currently looking into this issue in your other support ticket.

=======================

Too sad.
Mickael Faivre-Maçon.


#15

I’ve had the same experience with them. I host over 40 sites in a CMS
application on Hosting Rails. They sent me the IP change email after
our sites went down. It took three days to recover, during which their
support kept giving us different reasons why this was our fault.

When I called them a week later to tell them this was unacceptable, the
rep told me, “well, only a few of our customers were affected.”

D.


#16

We recently moved our RAILS hosting to webappcabaret.com AND we are
loving it. Had bad experience with hostingrails even before ownership
change.

Danny Collier wrote:

I’ve had the same experience with them. I host over 40 sites in a CMS
application on Hosting Rails. They sent me the IP change email after
our sites went down. It took three days to recover, during which their
support kept giving us different reasons why this was our fault.

When I called them a week later to tell them this was unacceptable, the
rep told me, “well, only a few of our customers were affected.”

D.