It has been a terrible week for me since the beginning 1st January.

The web hosting service I am using – HIVE, is having problem since 1st of January, when the website is frequently facing problem of database inaccessible. It took 2 days for HIVE to realise that the problem might be caused by part of the harddisk failure. They make an announcement saying that the server is estimated to be back online on the next day (4th January). However, the estimation is delayed for a few times, and the server is able to be back online until evening of 6th January. However, due to 2 hard disks of them are having problem at the same time, they can only retrieve the database backdated to 20th December. This means that more than 10 days of data is gone!

Furthermore, their support is unsatisfied as always. I was having hard time contacting them through e-mail, as when I replied them through e-mail, I could not get any replies. I have to go to their website to open ticket in order to reach them. I asked them for several times what is reason that I cannot reach them by replying their support mail, and the question was simply ignored. Furthermore, if you can get a reply from them in a few hours, that is considered as a fast response for them. Their technical support is always MIA.

My personal thought on HIVE is that, they have limited staffs and resources, possible a small organization with limited budget. This is the impression they imprinted on my mind, as a customer being 3 years with them.

Alternatively, I look for internet-webhosting again. They have a promotion with greater specification at lower price plan. As you know, internet-webhosting has great support team. Though not all the support personals have great knowledge, but they can response you in a short time. Mostly in less than 10-30 minutes. If you are in luck, you may reach their Level 3 technical assistant to solve the problem. I decided to subscribe to their Surfers Plan which allow me to host 15 domains at lower price and greater bandwidth (50GB/month). This is incomparable among the hosting packages  in Malaysia, base on my research.

Of course not all the things are perfect; internet-webhosting have to train their technical support to be more technical aware, or pass to a more capable person if they can’t solved the problem. I have bad experience as my IP was blocked from viewing my own website. They claimed that it is caused by the IP is connecting to FTP without port number. However, I never connect to FTP with the two IPs I am using last time.

I questioned them if the IPs are simply blocked. There is no reason for me to host my website on the server which simply block visitors. Unfortunately their level 2 technical support failed to give explanation for me.

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