Are all ISPs like this?

I’ve been having a few problems with the availability of the database server that serves this and my other blog so I asked Streamline.net, my ISP for some help.  Below is the transcript which is getting to the point of hilarity.  You need to read it in reverse (assuming the website is up).

Hi Alastair Bathgate,

Thanks for your query.

We can create you a new database on a new server and also keep the other database in order to evaluate this.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

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By the way, I intend to publish this conversation on one of my blogs in due course.

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This is really shoddy.
I really think you ought to be much more visible with your service levels and uptime/downtime.
I really don’t know whether to move to another database since I cannot evaluate whether my service will improve, stay the same or deteriorate.
Instead of offering me another database to test, please can you afford me a recommendation as to what to do make my sites more reliable?
I’ll give up asking for the stats on downtime because you clearly are not interested in being open and honest.

————————–

Hi Alastair Bathgate,

Thanks for your query.

The server has not been down, but we are investigating the speed of the server.

As previously mentioned we can create you an alternative database if required.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

Am I talking to a robot here? Why won’t you answer my question?

————————–

Hi Alastair Bathgate,

Thanks for your query.

We can create you a database on an alternative for you to test please confirm.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

If you are saying that there has been problems on my existing server and moving will imporve my uptime then that is worth considering, but I don’t want to jump out of the frying pan and into the fire.

I am not sure why you can’t just tell me when and why the server has been down and whether the service problems will continue or not? I have asked several times in this thread and never received an answer.

————————–

Hi Alastair Bathgate,

Thanks for your query.

We can create you a database on an alternative mysql server if required.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

Hi
I am still having problems and getting complaints from my readership that my two sites are down from time to time and fairly frequently.
They are always down at the same time which points to a service issue.
Where can I find details of your service levels and downtime?

————————–

Hi Alastair Bathgate,

Thanks for your query.

We’ve uploaded a test script that works correctly and is able to connect to the database.

http://www.workforceinabox.com/sln-mysql-connect.php

We would recommend that you have correctly configured your MySQL connection as all appears to be working correctly.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

Mysql Username: XXXXX
Mysql Password: XXXXX
Mysql Hostname: mysql10.streamline.net

Service is very intermittent at the moment.

Thanks

————————–

Hi Alastair Bathgate,

Thanks for your query.

Can you confirm the MySQL server, database name and password that you are currently trying to connect to?

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

The site is down currently and so is www.alastairbathgate.com. Please can you let me know if there is a technical problem? Thanks

————————–

Hi Alastair Bathgate,

Thanks for your query.

We are not aware off any issues occuring over the last day or so, we will moniter the situation, please get back to us with any further issues.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

Thanks. At the time I wrote the note the website’s were functioning but they had been down (intermittently) between about 12:0pm BST and 17:00 BST on 17 April.
I was really asking if there HAD BEEN a problem as this seems to happen every now and again which is inconvenient.
The site is using WordPress software which reported the message that my database server mysql10.streamline.net was down.
Can you check historically whether there was a problem, please? Then next time it happens I know where the problem is.
Alternatively is there a way I can check your service live?

————————–

Hi Alastair Bathgate,

Thanks for your query.

We are not currently aware of any problems with your server. We have alerted our engineers, who will monitor the situation and if a problem is identified will look to rectify this.

Please advise if you do continue to experience problems.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

————————–

Thanks. At the time I wrote the note the website’s were functioning but they had been down (intermittently) between about 12:0pm BST and 17:00 BST on 17 April.
I was really asking if there HAD BEEN a problem as this seems to happen every now and again which is inconvenient.
The site is using WordPress software which reported the message that my database server mysql10.streamline.net was down.
Can you check historically whether there was a problem, please? Then next time it happens I know where the problem is.
Alternatively is there a way I can check your service live?

————————–

Hi Alastair Bathgate,

Thanks for your query.

Looking at your website there appears to be a website there and everything is fully active. If you are still having problems accessing it, or there is a problem with the web site currently displaying please provide more details including any errors you are recieving.

Kind Regards,
Support Department
Streamline.Net – The home of good value web hosting

Have you seen our new support centre? You can visit it at: http://www.streamlinesupport.net

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workforceinabox.com is not registered by us (but might be a transfer).
workforceinabox.com is on our hosting system.
——–

My two sites www.workforceinabox.com and www.alastairbathgate.com have both been down for most of this afternoon with a reported problem on the database server at mysql10.streamline.net.
Can you advise if there has been a problem?
Thanks

24 Responses to “Are all ISPs like this?”

  1. Andy Jones Says:

    This is corking Alastair! I especially liked the robot bit – I think you were getting v frustrated at that point. This definitely made me smile!!!

  2. Ciaran Says:

    In the ISP’s defence, shared facilities (SQL servers in particular) are prone to issues like this – more than likely the poor performance is related to other things the server is doing on behalf of other customers. Your site’s failure to connect to the database could be the server performing badly, rather than actually being down, which means they won’t have the kind of stats you’re asking for.

    No idea why they can’t read and answer simple questions though, but on their behalf, their service level is given as “99.9% uptime” here: http://www.streamline.net/wh.php

  3. Lee Alesbrook Says:

    Same problems with this guys ….

    25/10/2006

    Hi Lee Alesbrook,

    Thanks for your query.

    We are not currently aware of any problems with your server. We have alerted our engineers, who will monitor the situation and if a problem is identified will look to rectify this.

    Please advise if you do continue to experience problems.

    We hope your Thursday is enjoyable, have you seen our superb Search Engine Submission product?

    Kind Regards,
    Support Department
    Streamline.Net – The home of good value web hosting
    ————————–

    Urgent problem with SQL6 have been having problems since 17:00 please investigate server as a matter of urgency.

    Thank you.

  4. Lee Alesbrook Says:

    and another one … They don’t seem to care and it is REALLY frustrating! I also have several sites with them and its not so bad that a site goes down, shit happens .. But for them to go down for so long and then to deny it happened!!!!! .. They are Liars and as far as I am concerned they need to shape up and start investing money in customer service rather than funky new graphics for their website and their Aston Martin!

    Streamline.net .. STOP LYING TO US!

    25/05/2007

    Hi Lee Alesbrook,

    Thanks for your query.

    Looking at your website there appears to be a website there and everything is fully active. If you are still having problems accessing it, or there is a problem with the web site currently displaying please provide more details including any errors you are recieving.

    Kind Regards,
    Support Department
    Streamline.Net – The home of good value web hosting

    We hope your Thursday is enjoyable, have you seen our superb Search Engine Submission product?

    ————————–

    chilledweb.com is registered by us.
    chilledweb.com is on our hosting system.
    ——–

    looks like the site/server is down, can you please investigate/confirm.

    Thanks.

  5. Sam Says:

    I have 2 wordpress sites hosted with streamline and have the same problem with the sql database

  6. Paul Selibio Says:

    Get a host from http://www.NVHost.com if you keep having problems with your host right now.

  7. Zip Dee Says:

    Found this on the net

    ‘VERY IMPORTANT INFORMATION, if you have a .uk domain name registered with the registration agent Streamline Net Limited you are not considered the legal registrant regardless of what Streamline Net state under there terms and condition on there website.
    They state that they register all domain names to “Streamline Net (on behalf of a customer)” and that these domains are owned fully by the customer, however this is not the case. Nominet UK the national registry for .uk domain names has confirmed to myself that in fact the legal registrant of the domain name is Streamline Net and not there customer despite what is stated on there website.
    You may be asking why this is such a big deal, it is for many reasons but the most frightening for all people who have brought .uk domain names via Streamline is that if the Limited company was to collapse all the domain names would be cancelled off making them available on first come first served bases and there will be nothing you can do to stop this, also if your hosting package isn’t what you would of liked you are unable to instruct Nominet UK to move your domain name to another provider as you are not listed as the legal registrant.
    I advise everyone who has a domain name registered with Streamline Net to look at Nominet UK’s website under dispute resolution http://www.nominet.org.uk/DisputeRe…on/AboutTheDrs/ as this is your only hope in gaining back the ownership of your .uk domain name unless Streamline Net agree to transfer the ownership to you but at a cost of £30 plus vat per domain name a company with 13000 domain names will not be doing that option.’

    Want to know what Andrew Dollamore does with streamline.net type into Google either ‘Andrew Dollamore, legal’ ‘streamline.net , legal’ or ‘Dollamore Ltd , legal’

  8. Zip Dee Says:

    Re streamline.net , Andrew Dollamore if your bank account is ripped off or other difficulties including technical, contact

    Derek Rudeforth – Trading Standards Department

    Derbyshire County Council
    Chatsworth Hall
    Wellington Stree
    Matlock
    Derbyshire DE4 3FW

  9. Anon Says:

    Brilliant blog my friend,

    pretty much sums up streamline I have been plagued by issues exactly as Alastair has descibed above and if you have any sense at all you’ll aviod them at all costs, unfortunately I have 15 sites which are gradually being destroyed by the increased downtime.

  10. Dave Bradley Says:

    I am having massive problems trying to get a refund from this company. I cancelled my account. So then they upgraded my account then took payment via my credit card. The ticket system is diabolical. They never answer the question asked and fly off at tangents with their replies.

    Time for Trading Standards i think.

  11. WorkForceInABox.com » Blog Archive » Happy Birthday WorkForceInABox Says:

    […] Rather than wallow in cringing self congratulation, I want to use this opportunity to congratulate WordPress, the platform of choice for the grown up blogger.  WordPress has supported both my blogs for 12 months without the merest hint of a problem, which is more than can be said for my ISP. […]

  12. Duncan Styles Says:

    I have a web store hosted on a Streamline.net server and the SQL is down most of the time. I have now started to rebuild the site using a database on another server and it is just as bad. I get Server Error 500’s all the time.

    I am completely fed up with Streamline.net as they dont do anything about the situation. I would not advise anyone to use Streamline.net to host anything other than a straight HTML site.

  13. \\.\ Says:

    Well I have been doing my nut at them, they are obviously a bunch of retarded apes, all they needed to do in my case was to put in 2 folders in so I could upload.

    I ended up getting trading standards and Ofcom involved.

    I recommend you call Trading standards, follow their advice and do write a complaint if they tell you and then get a case number from them, call Ofcom and leave advise them that your web host is not delivering service as you were lead to believe, then give then the case number for trading standards. Tell them what the issue is… Here is the site address to the telephone numbers. http://www.ofcom.org.uk/contactus/ as I told them about streamline.net and told me that theirs no regulator.

    I found the article about the fact that they stuff you on your .uk domains, good job our new .uk is not with them…

  14. Alastair Bathgate Says:

    I’ve done something much simpler and less stressful, simply changed ISPs. It doesn’t cost much, you don’t have to write off much money and you stop getting silly letters from the Streamline CEO with a chocolate bar by way of apology. I am stress free these days! Both my blogs have waved goodbye to Streamline.twats. The uptime has improved beyond recognition….

  15. Confessions of a Wino » Blog Archive » Streamline sacked Says:

    […] Streamline is cheap but, as in the wine world, you usually get what you pay for.  The quality of service from Streamline has been abysmal both in database uptime, and customer service.  You can read one of my rants, if interested, at my other blog. […]

  16. John Gray Says:

    I cannot believe what I am reading about Streamline.net, and wish very much that I had read these prior to handing over credit card details to them.
    I was with streamline for about a year and was quite happy to a point up until two weeks ago.
    I have had a frustrating time with streamline because they do not provide the services that I paid for and do they care, do they hell. The most stupid, ignorant idiots I have had the displeasure of dealing with.
    Through frustration I have cancelled all dealing with streamline.net – luckily I don’t have to worry about transferring my url name as I have another one which all those who need to know, know. Prior to cancelling I deemed it particulary impossible to get the services I paid for, nor would they acknowledge a refund….which made the site unworkable.

    I am at present dealing with Trade Descriptions and my credit card company to try to recoup my losses.

    In fact they should change their name to ‘John Waynes Web Hosting Services’ because Dollamore is a cowboy.

    As soon as I get contact details for him directly I will publish them on the web.

    Buyers beware.

  17. Ian Says:

    I have become the latest victim of Streamline.net. They automatically upgraded my account from a trial to their most expensive package without my knowledge, and refuse to give a refund.

    Don’t forgot everyone to register your complaint with BBC watchdog as well as write to Derek Rudeforth, so we can get these cowboys closed down before they rip off more people.

  18. glenn ibbitson Says:

    The above website has also been upgraded to the Unlimited use tariff instead of the Home tariff as per my specific request. Refunds have been refused on the grounds that 28 days have elapsed since my order was processed. As the request was processed on Sept 21st 2008 and we are now only at October 1 2008, calendars are obviously calibrated differently in darkest Derbyshire… Is there a specific ombudsman regulating web hosting agencies? Will contact BBC on this matter

  19. Julian Says:

    Regarding Streamline net.
    Started of ok, then the problems with page loading, network timeouts and site unavailability started. Support tickets took on average 2 days to be replied to, and stated each time everything was working correctly. Currently both sites have been unavailiable for 15 days.
    Next to usless cutomer support and hosting. Avoid at all costs.

  20. Anon Says:

    Streamline.net are fasthost resellers and as an experienced wordpress developer I have never known such a poor host. I’ve had nothing but trouble since moving a site to streamline, which I am now preparing to move again! You do get a response from support but it is so automated/robitfied that it leaves a very bad taste in your mouth. STREAMLINE.NET ARE TO BE AVOIDED AT ALL COSTS – TRUST AN EXPERIENCED DEVELOPER!

  21. Tim Says:

    Apologies if I have submitted a comment already. I’m literally fuming as a result of the service I have received from these scam artists. £150 taken from my account without permission for services I don’t want or need. The rude tosser on the end of the phone made it clear I haven’t a hope in hell for a refund. Please do yourself a favour and avoid these chumps

  22. WorkForceInABox.com » Blog Archive » Streamline.net plumbs new depths Says:

    […] former ISP of this blog is not 100% well regarded in this part of the […]

  23. Ian Gourlay Says:

    Hi has anyone a UK contact for these people

    I have been trying to move my web site to another provider
    The Call centre in The Philippines said i could only do so if I pay for another two years as I have gone 3 days over my contract so I am advised I have to pay for another two years.
    Reading these blogs and other internet reports I am reluctant to pay anything as it appears they cannot be trusted to take correct amount

    As a Local Councillor I want to use every weapon in the armory to hold them to account

  24. Peter Says:

    Information.
    Streamlines premium phone line can be avoided (its a cloak) by dialling direct 01452 561801

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