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Yahoo Web Hosting - The Bad and The Good… January 10, 2006

(still looking for The Ugly…)

My site went down somewhere around midnight Eastern last night. Went down in the sense that the MySQL database that holds the actual site data couldn’t be connected to, either by the site software, or its own administration module. “Hmmm”, goes I, “this is not good”. So I logged a web support ticket with Yahoo, and went back to watching TV and drinking a beer. Having logged a previous question-type issue with Yahoo’s web support, I figured it would take them about six hours to come back with anything. So - it’d be ready when I got up.

It wasn’t. And that’s the first bad - problem not resolved. Second bad, and actually more annoying in and of itself, no acknowledgement of the logged ticket in my email. Two strikes, folks.

Get to work, and log another ticket, under a slightly different categorisation, but with all the pertinent details again. Leave it an hour or so, no response (OK, that might have been a little hasty, but bear in mind this also means no response to the ticket that I logged some ten or eleven hours earlier). Right. Work through the support pages, and find the phone number to call.

That’s the first Good thing - I had to step through the web support pages, but I can live with that. The phone number was there, when I wanted it. Remember how hard it is/was to get a phone number for Amazon or eBay customer service?

Call the number, and get ONE prompt from the IVR. I like that. Yes, I was expecting to have to go through about ten minutes of voice-prompt hell, possibly made worse only if it was the voice-response type rather than the button response. One button press, and I’m told my wait time is going to be “less than ten minutes”. Heh. Yeah, right. Heard THAT before.

Second Good - a real-live human being came on the phone after I’d been waiting about 8 minutes. Alan, for what it’s worth - who knows, he might be reading this. A few minutes of security checking, me reporting the issue, and him verifying it, and yep - “we have a known issue, that started last night, and is now wide-spread”. I get an escalated ticket number, and we go our merry ways.

It’s a wash so far - two Bad things and two Good things. Interesting how the little things can change your overall perception of an issue.

Of course, what I really, really want right now is for the underlying issues to be resolved so that I can post this as a published post, and not just a saved note in Performancing for Firefox! ;)

Anyway, it’s coming up for 3pm here in the Eastern US, and I’ve just gotten around to checking - and we’re back! :)

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