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I've had a great experience with prgmr.com, even when asking them possibly-stupid questions about my configuration. If you can get to one domain but not others

by sjs382 16y ago

I've had a great experience with prgmr.com, even when asking them possibly-stupid questions about my configuration. If you can get to one domain but not others on a VPS account, it's likely not the VPS provider's fault...

revorad 16y ago
Maybe it's just my bad luck then. Like I said, the servers have been good value for money, but as far as support is concerned I have had no joy.
- sjs382 16y ago
  Then perhaps it isn't that "prgmr.com is unreliable" but rather that your configuration isn't reliable. Prgmr offers a virtual machine and a pipe for people who need minimal support, which keeps costs where they are. It sounds like you need your hand held a bit. But even with that said, I've found their support to be great. They've helped me with a fair share of configuration issues, even though that's well beyond what I thought they offered.
  - revorad 16y ago
    My configuration has been reliable. I suspect some hardware issue screwed up my Apache instance. If you have had good support, that's fair enough. I haven't and complaining on a public forum was my last resort to get any attention or help. The fact that no one from prgmr has yet responded to this thread is telling. It seems that one gets such bad customer service either from really small teams or giants like Google. I am not scared to call businesses out on poor service.
    - AndrewLuecke 16y ago
      For those who didn't see, luke said they responded in 2 1/2 hours. That's certainly a reasonable response time. If you need a faster response time than that, then you should be running 2 VPS nodes, to improve redundancy. The response time for emails isn't great, but server outages seem to get fixed pretty quickly. Furthermore, I think you need to accept in your case, that it probably wasn't a hardware issue....
commandar 16y ago
>If you can get to one domain but not others on a VPS account, it's likely not the VPS provider's fault... Yeah, was gonna say - a VPS provider's job is to make sure you have a running box and a good pipe to it. This is almost surely a configuration issue on the VPS and not the provider's fault.
- revorad 16y ago
  I agree but what happened is that the server did go down and initially I could not access any of my sites, including root domains. Then the server seemed to have come back to life, but the subdomains still weren't working. That turned out to be some Apache issue, which I resolved by restarting it.
  - commandar 16y ago
    Which confirms what I said -- the issue you were complaining about was a problem with your configuration, not with the VPS provider. No provider guarantees 100% uptime, and you have to be able to handle things when there is an outage. The root domain going down was their problem, your subdomains not coming back afterward wasn't.
    - revorad 16y ago
      I know well that one can't expect 100% uptime. But I have had a few outages since yesterday. Even so, my main problem with prgmr is not the hardware but their almost complete lack of support.
      - commandar 16y ago
        I think the point is the fact that you're conflating what definitely appear to be configuration issues with provider issues seems to indicate that your expectations for support may be a bit unrealistic, especially for a provider like prgmr that specifically advertise themselves as being for users who will be able to identify the difference between the two. I certainly understand your frustration, but I think the heart of the matter is that prgmr may be inappropriate for your needs rather than "prgmr is unreliable." I feel like they're quite clear about the fact that they're not for everyone.
fendale 16y ago
I've had a VPS on prgmr.com up for months now with no problems. I mostly knew what I was doing, so I didn't have any need for support questions, but it basically does what I expected it to do well.
lvvlvv 16y ago
Another happy customer of prgmr. I am 4yr with them. You kind of forget about them because there was not a single issues or outage during all this time.

by sjs382 16y ago

revorad 16y ago

Maybe it's just my bad luck then. Like I said, the servers have been good value for money, but as far as support is concerned I have had no joy.

sjs382 16y ago
Then perhaps it isn't that "prgmr.com is unreliable" but rather that your configuration isn't reliable. Prgmr offers a virtual machine and a pipe for people who need minimal support, which keeps costs where they are. It sounds like you need your hand held a bit. But even with that said, I've found their support to be great. They've helped me with a fair share of configuration issues, even though that's well beyond what I thought they offered.
- revorad 16y ago
  My configuration has been reliable. I suspect some hardware issue screwed up my Apache instance. If you have had good support, that's fair enough. I haven't and complaining on a public forum was my last resort to get any attention or help. The fact that no one from prgmr has yet responded to this thread is telling. It seems that one gets such bad customer service either from really small teams or giants like Google. I am not scared to call businesses out on poor service.
  - AndrewLuecke 16y ago
    For those who didn't see, luke said they responded in 2 1/2 hours. That's certainly a reasonable response time. If you need a faster response time than that, then you should be running 2 VPS nodes, to improve redundancy. The response time for emails isn't great, but server outages seem to get fixed pretty quickly. Furthermore, I think you need to accept in your case, that it probably wasn't a hardware issue....

commandar 16y ago

>If you can get to one domain but not others on a VPS account, it's likely not the VPS provider's fault... Yeah, was gonna say - a VPS provider's job is to make sure you have a running box and a good pipe to it. This is almost surely a configuration issue on the VPS and not the provider's fault.

revorad 16y ago
I agree but what happened is that the server did go down and initially I could not access any of my sites, including root domains. Then the server seemed to have come back to life, but the subdomains still weren't working. That turned out to be some Apache issue, which I resolved by restarting it.
- commandar 16y ago
  Which confirms what I said -- the issue you were complaining about was a problem with your configuration, not with the VPS provider. No provider guarantees 100% uptime, and you have to be able to handle things when there is an outage. The root domain going down was their problem, your subdomains not coming back afterward wasn't.
  - revorad 16y ago
    I know well that one can't expect 100% uptime. But I have had a few outages since yesterday. Even so, my main problem with prgmr is not the hardware but their almost complete lack of support.
    - commandar 16y ago
      I think the point is the fact that you're conflating what definitely appear to be configuration issues with provider issues seems to indicate that your expectations for support may be a bit unrealistic, especially for a provider like prgmr that specifically advertise themselves as being for users who will be able to identify the difference between the two. I certainly understand your frustration, but I think the heart of the matter is that prgmr may be inappropriate for your needs rather than "prgmr is unreliable." I feel like they're quite clear about the fact that they're not for everyone.

fendale 16y ago

I've had a VPS on prgmr.com up for months now with no problems. I mostly knew what I was doing, so I didn't have any need for support questions, but it basically does what I expected it to do well.

lvvlvv 16y ago

Another happy customer of prgmr. I am 4yr with them. You kind of forget about them because there was not a single issues or outage during all this time.