My website doesn't load.

[xanacle]

My website just doesn't load im a xenforo cloud user. The admins had to "restart my servers" when this happened 2 days ago. But now they dont even have support until monday! I need it fixed and I don't know what to do. This is horrible.

Can someone help me?


My website is nutria.onl

 

[xanacle]

Like @ForumDevs says. Open a ticket and let the XF crew resolve it. If it keeps happening, look for an alternative.

the alternative is $200 one time purchase and I dont know how to merge everything. i wouldnt have bought this if i knew my website would go down daily. its so annoying, they dont even respond to tickets

 

[xanacle]

Have you consider switching to another hosting provider?

yes but its expensive and i dont know how to do it

 

[Rene_V]

it goes down daily, like right now. its been down for past 12 hours and i have made a ticket and said something every single day and telling them that it goes down. the cloud is really bad i dont recommend

If it goes down daily as you claim, the best thing to do imo is to look for another hosting provider.

 

[mjda]

its so annoying, they dont even respond to tickets

You haven't received a response to any of your tickets? If true, that's quite disturbing.

Also, there are several folks in these forums who can help you migrate your site to a new host. I'm sure @MySiteGuy can help.

 

[Chris D]

Tickets were responded to every time, it's just there was a frequency issue. There was an issue with memory pressure on their specific instance and not something we could reproduce in the same way anywhere else. We've solved this by upgrading the customer to "Standard" hardware at no additional cost.

 

[xanacle]

You haven't received a response to any of your tickets? If true, that's quite disturbing.

Also, there are several folks in these forums who can help you migrate your site to a new host. I'm sure @MySiteGuy can help.

Eventually @Chris D helped me, very well! Websites been running well but will bump if I have any more issues.

 

[beerForo]

happened 3 times in last few days idk whats happening, i opened a ticket but they say they are not open on weekends. smh

I've never heard of that with hosting. I looked at the cloud plans and it says "Live online support" only. Are they really "closed" on the weekends for cloud? But someone answered the ticket just to say they were closed??

 

[Chris D]

To clarify, response times are slower on the weekends and public holidays but Cloud and often normal tickets are responded to in a timely manner, even during weekends and public holidays.

Our official support hours are 09:00-17:00 UK time Monday to Friday and are noted when submitting a ticket but there is also a note that says:

Urgent or Critical XenForo Cloud tickets are monitored and will be responded to according to priority.

In this particular customer's case, there were a couple of outages outside of our normal work days.

First was May 2nd @ 19:18 (a Saturday) and the issue was resolved and responded to in under 10 minutes. Second was on the Sunday @ 19:00 and this was resolved and responded to in around 50 minutes.

So, to be clear, no, we are not "closed" on the weekends by any stretch of the imagination.

 

[beerForo]

Yeah, it didn't make sense someone would answer a support ticket to say you weren't open on the weekend.