As you may have noticed last Friday evening my website was extremely slow and when it loaded it resulted in error after error. As soon as I saw the problem I begun to investigate the root cause in order to determine the best approach to resolve the issue. To my surprise WebHost4Life whom I am now calling WebHostNot4Life had migrated my site and database to a new server. Typically a move to newer hardware represents a positive aspect but in this case WebHost4Life completely failed at the task, in fact a quick search of Google yielded a number of customers experiencing similar problems as myself and in some cases a complete loss of data. It makes one wonder if this company no longer cares about quality or is simply unqualified to perform the job. Turning to Twitter I noticed a number of others in the exact same boat as myself.
As I mentioned earlier last Friday around 6:00 PM I noticed the problems with my site. After a few hours trying to resolve the problem I contacted technical support to let them know that I learned that my site had been migrated to the new platform and the database was a mixture of outdated content and configuration that spanned weeks if not months. The same held true for the physical file system content. For the life of me I just could not understand how they could have made such a massive mistake. At this point begun a 24 hour period of trying to get technical support to fix what they had broken.
Round One 18-Jun-2010:
tech: Hi Steven, my name is Tech. How are you today?
steven: seems my site was migrated and I can no longer log in via FTP and the site is throwing errors.. http://radicaldevelopment.net/
tech: I apologize for any inconvenience this has caused you.
steven: I just fixed the FTP issue. Need you help with the site
tech: Please make sure to use the following settings in the FTP client software to connect our server through FTP:
tech: 1. FTP server is: ???.webhost4life.com
tech: 2. Host directory: /
tech: 3. Username: FTP username
tech: 4. Password: FTP password
tech: 5. Port: 21
tech: 6: login type: Normal.
steven: : I just fixed the FTP issue. Need you help with the site
tech: Okay.
tech: You need to update the scripts available in the file ‘functions.php’ to fix the website issue.
steven: how
tech: You need to fix this issue from your end. You can contact the script vendor to get help with editing the file ‘functions.php’.
steven: wait.. this only occured after you folks migrated my site. why now am I on my own??
tech: May I place you on hold for 4 or 5 minutes, while I check this for you?
steven: sure.. I am trying to log into my site now to disable the plugin that seems to fighting me
tech: Okay.
steven: why is the site so SLOW?
steven: and what you all migrated contains files that came from weeks if not months back. It differs than what was on my site as early as today
steven: OMG! even the database is wrong. There are plugins there that I removed a long time back!
tech: Okay.
steven: Please tell me what I had in place at midnight last night on the old server is still there
tech: Thank you for your patience, I am still testing the issue, I will be back with some more information in 5 more minutes.
steven: sure
tech: Thank you for holding.
tech: Steven, it appears that the files have not been migrated properly to the server. I will run a tool from back end to migrate all the files and database to the new server.
tech: I ran the tool from back end. It will take couple of hours to move the database and files to the new server.
tech: Did you receive my last message?
steven: please be sure it is the database a file content as of midnight last night. I must say this is very disappointing and I expect that the second attempt at migration goes without fail. Speaking with others I know with webhost4life this seems to be an ongoing problems as many folks have had numerous problems after the migration. May I expect what you just ran will be complete at 12:15 CDT?
tech: Yes
At this point I had no reason to believe that the two hour window would resolve the issue as technical support had always resolved any issues quickly in the past. Little did I know that this time would be very different.
Round Two 19-Jun-2010:
tech: Hi Steven. My name is tech #2, how are you today?
steven: My site was improperly migrated and at 10:00pm on 6/18 I was told in two hours it would be corrected. It has not. Please advise.
tech: I apologize for any inconvenience this has caused you.
tech: Can you please provide me the exact URL, with which you are experiencing the issue?
steven: http://radicaldevelopment.net/
tech: Okay.
tech: May I place you on hold for 4 or 5 minutes, while I check this for you?
steven: the database and content is out of date for one. Whatever was migrated was old and weeks and weeks old.
steven: sure
tech: Thank you for holding.
tech: I apologize for any inconvenience this has caused you.
tech: I have checked the website and noticed that it is coming up. I can see an error message at the top of the website. Also, can you please let me know whether this is the old contents?
steven: the error is due to the database is out of date with the wordpress functions and etc. There are themes and logs on my site now that have not been there for weeks. Whatever was pulled from the old server is not was was online as on 6/17
tech: Okay.
steven: it is SLOW as well… I do not want to go over all of this again. Here is what the tech stated hours ago.
steven: tech #1: Steven, it appears that the files have not been migrated properly to the server. I will run a tool from back end to migrate all the files and database to the new server.
tech #1: I ran the tool from back end. It will take couple of hours to move the database and files to the new server.
tech: I apologize for any inconvenience this has caused you.
tech: I was able to duplicate your issue. In order to investigate further, I need to escalate the issue to one of our technical specialists. You will be able to view the activity and the status of the ticket in the Support Console of the account.
tech: You can check the status of the ticket at:
tech: http://www.webhost4life.com/member/sconsole
steven: why did this process not fall under a QA review? I should not have to spend my time on this..
tech: Yes, I can understand your concern but there seems to be some other issue with the website.
tech: One of our specialists will contact you as soon as possible.
steven: Please put in the notes that what needs to be migrated is what was in place on 6/17. I do not want to explain this problem again for a third time.
tech: Yes, sure.
Well now the problem has begun to be so severe that it was escalated. Maybe now something will get resolved. Oh, did you notice that I have been apologized to four times now? At this point it was after midnight and decided to go to bed and let the technical folks work their magic.
Round Three 19-JUN-2010:
No that I woke up well rested it was time to check and see if my issues had been resolved. To my surprise the ticket from the previous night had no indication that anyone even begun working on it. Therefore it was time for yet another online chat with the live support and here it how that went.
tech #3: Hi Steven, my name is tech #3. How are you today?
steven: what is the status of 7175624? The problem is not resolved and nothing reflects status in the ticket
tech #3: I apologize for any inconvenience this has caused you.
tech #3: I have noticed that you have updated the ticket. I will ask our engineers to resolve your issue at the earliest.
steven: It is 18hrs now and counting that my site is down and failing to work because of folks on your end. This is unacceptable and the support thus far has been a failure. Please do escalate this
tech #3: Okay.
For those of you that are counting that is a grand total of five apologies and still no fix in sight.
My Next Step
Since I backup both my database a file content myself I decided to transfer my domain to another host and within three hours I had completed this transfer, restored the database, and uploaded the file content. As I was doing all of this I wondered why WebHost4Life technical support was so incompetent that they could not had done the same. Remember that they had a 24 hour window and did absolutely nothing to correct the problems that they caused.
The last step was to contact WebHost4Life sales and terminate my account. I was asked why I had elected to terminate the account and after I explained the problem the sales representative offered me a discounted rate if I would stay with them. I found this so funny that I laughed and replied why would I pay a discounted rate for service that clearly is not working.
At the time of this post my website is sitting on a new host and the best advice I have for anyone thinking of using WebHost4Life is don’t! I have no idea what has happened with this company but it is not what it once was! I have heard that is was sold and tech support is now outsourced overseas. If this is the case then it may explain the crash and burn that I recently experienced.
Are you currently a customer of WebHost4Life or have you decided to take your business elsewhere? I am interested in hearing your story so please leave a comment.
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