Dear Peartreeuk Customers,

 

As you are aware we have experienced some problems with our service over the last couple of days and we have been working hard with our upstream partners to resolve these. We had hoped that everything would have resolved overnight and it looks like we are almost there, although there is still some work left to do before full service is restored, as is inevitable some things are taking longer than expected.

 

We expect to have everything back to normal by close of play today, however we are in the hands of our upstream providers so this may drift into tomorrow.

 

We will keep you informed of progress at regular intervals via this forum or via our usual messaging system. I would like to appologise to all of our customers for the disruption over the last few days as I realise that this is causing you some pain. Please bear with us as we get service restored.

 

Regards

 

Steve Grieshaber

Managing Director

Peartree Digital Media Solutions

It's never pleasant when something like this happens. Any indication as to the cause?

Good to see you being up front about it but details are a little lacking, doesn't seem to actually say what the issue is or the cause.

Hi Tim,

 

Details were given via the announcement system. We decided to post on the forums earlier on just to give people a heads up because we lost access to the billing systems.

 

We have however as of 17:04 restored access to websites and are putting measures in place to ensure this does not happen again.

 

Peartree Clients can contact us through the normal way and we will be sending out emails to every client affected giving them details of steps we are putting into place to avoid such a problem in the future.

I don't have any sites with you but relly nice to see you let your customers know exactly what is going on

You say "usual messaging system" - is that your Client Area by any chance? The client area that was offline all of yesterday and is still offline now? Or your main web site perhaps? Your main web site which was offline almost all of yesterday, and when it came back reported that there were no errors? Or were you sending e-mails out to us? E-mails that were never received because your servers were offline?

 

Sorry, I'm trying really hard not to sound accusatory here, but I've been trying to get in touch with you all day yesterday to find out what on earth has been going on and heard nothing. It was only by chance that I checked this forum to see if anyone else had heard anything. I would appreciate a call, and I'll need a written statement too.

 

I'm a little miffed, to be honest, about being left in the dark like this. Your service has otherwise been superb, and it is with sincere regret that I shall now start looking for alternative hosting.

Looks like Pear Tree have moved their main website from ukservers in the last 24 hours?

My sites are fine but is anyone else having problems accessing cPanel or Webmail? It's frustrating not being able to respond to emails!

I think service is slowly starting to resume. My cPanel and WHM seems fine at the moment (had to update my bookmarks though because I had been going straight to the IP address, which of course is now out of date), e-mails are slowly trickling in. DNS is still resolving for my clients' web sites though, because they hadn't updated my nameservers (to which all my clients' domains were pointed). So there is light at the end of the tunnel, finally.

 

And I have now heard from PearTree, so they do still exist!

Not here to criticise but maybe you should use this as an example as to why you should host the Peartreeuk website on a different network/data centre to your client servers.

ok I'm back up and running again! Normal service resumed, cheers!

As of Saturday 28th March 8.00am it looks like Peartree is down. I'm on dns1 and dns2 anyone else experiencing outage at the moment?

 

Rob/Steve can you make contact please.

 

Robert

Robert,

 

As per our conversation, we have resolved the dns issues from this morning and have started an investigation as to why they changed!.

 

Steve

 

 

As of Saturday 28th March 8.00am it looks like Peartree is down. I'm on dns1 and dns2 anyone else experiencing outage at the moment?

 

Rob/Steve can you make contact please.

 

Robert

We should have all DNS problems sorted now and all the monitoring systems are reporting the hosting platform as stable.

 

We will be re-evaluating our disaster recovery plans however I am confident that this will have been the first and last time we ever experience a problem on this scale again.

 

A report will be issued on later today through the announcement system in the client area. However if you still have questions or queries relating to the events which took place over the past few days, please feel free to get in touch with a member of the management team (Myself, Steve or Chris) and we will be happy to answer them.

 

I would personally like to thank all of our customers for remaining so calm and patient whilst we fixed the problems and I fully understand that the events which took place have somewhat tarnished your relationship with us but I hope that in time the trust you installed in Peartree can be re-claimed to its former self

Ahh man whats going on now, I get a database error on every website I host on my reseller account, there all down :| eff sake just found out my emails are too

Hi Luke,

 

If you are experiencing a problem can you mail info@peartreeuk.com

 

It's going to be easier to deal with requests and this forum is not a place for requesting help from us

 

Thanks

Closed as this thread wasn't intended for logging support requests.