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"Freeola unavailable - LINX"

I started (but failed) to renew a domain yesterday PM - I see this was related to LINX having further issues.

You've closed the item on your Service Status page but FYI I'm still having plenty of pages failing to load or half broken etc. etc. this morning.

I'll look later to see if things are stable before getting my CC out!

Customer sites on Standard Hosting seem unaffected but it looks like other hosting is involved.

NB. I tried alerting you via your Twitter account yesterday when all Freeola pages we unreachable. If you guys have stopped using Twitter perhaps you should put a message up and/or close the account?

[s]Hmmm...[/s]

Things seem to be working well this morning :¬)


Eccles wrote:
I do monitor Twitter for any mention of Freeola, except not from home, sorry. Resisting urge to mention telephone as a support channel:p oops!

I'm not saying it all has to be you Eccles - I'm sure others can help out?! Those that are in the office over the weekend?
FYI I've had a few strangers ask me Freeola related questions on Twitter as the @Freeola account appears to be dormant - even if you are monitoring it.

Re. telephone support channel.
I would use this as a last resort (as it's not free); but in this case the issues weren't directly affecting my services - it was just me trying to give Freeola some money :¬P
I'm not sure all your customers would bother to try to bring problems to your attention so that they can be resolved or managed to reduce any further impact...


Eccles wrote:
So much for a weekend off car hunting:P

I know how you feel. I was just trying to catch up on a bit of admin and domain renewals which I thought would be a 5 minute job...


[s]Hmmm...[/s]

Thank DL. Unfortunately I may not be able to wait that long. Current car is on it's last legs and repairs are not cost affective any more. Still it's done near 180k so not a bad life! Sorry for being dumb but why the wait until Feb?

Sorry for totally changing the subject!

Many thanks for the explanation Eccles, I'm sure that this will be the way forward for Freeola...unlike so many ISPs who tend to totally ignore the problem and sit back and wait for a solution from a 'third party' :¬)

Customer 'satisfaction' and 'confidence' is so important in today's 'cut-throat' market and it's because of 'Freeola's' accessibility that makes it such a great ISP and one that will continue to prosper, if this 'rapport' and 'openness' continues :¬)

PS: Sorry about your 'lost car hunting weekend' but while I'm still in that business (two weeks left)...leave it until February and you may find a few better deals :¬)

All our services are monitored 24/7. The problem with this is that it's a problem with the route between where our servers are and where you are. In this case the route between our servers an monitoring was mainly working ok so no fault was raised initially. As mentioned before this was/is a problem with LINX, the London Internet Exchange, which we have no control over. It just happens that this is the main peering point in the UK, so a little difficult to route around. Yes we know you're frustrated and we apologise for this problem.

Edit: Hmmm, I do monitor Twitter for any mention of Freeola, except not from home, sorry. Resisting urge to mention telephone as a support channel:p oops!

So much for a weekend off car hunting:P

Eccles wrote:
Yeah you did. The problem is still ongoing and Hmmm probably could have sent in a ticket by replying to an old one. Email would still have got through eventually. Anyway, don't wish to argue but we're doing our best to get this sorted with the people 'further up' as it were.

Agree Eccles and not a very happy bunny.....'the support ticket' is a way out....spoke too soon :¬)

"Email would still have got through eventually." What sort of assistance is that? Eventually? The way things are going 'users' are telling you of the problem...do you 'monitor' systems? Users, in all good faith, pay for a reliable and superb broadband which is Freeola...at the moment it seems to a be 'headless chickens' scenario!

And before your 'bite my head off', yes I do support all that you do behing the 'scenes', as it was :¬)

EDIT: Shouldn't the Network Status link point to Major Fault rather then Service Information?

Eccles wrote:
The problem is still ongoing and Hmmm probably could have sent in a ticket by replying to an old one. Email would still have got through eventually.


I can only apologise for my lack of lateral thinking! :¬P

I just went for the simple option and sent a Tweet to my providers (seemingly unmonitored) Twitter account!

For all I know replying to an unrelated support ticket would go to the wrong people.
...and perhaps I delete all my Ticket emails when they are resolved?!

Actually thinking about this you can't 'reply' to a support email you have to visit Freeola webpages to reply!!!

"Should you need to respond to this message, please click here. Please do not reply to this e-mail, as this address does not receive incoming mail."

Then when things were more stable today I started this thread notifying Freeola that there were still problems even though the Service Status page was 'all clear' - knowing full well that this forum isn't an official support route.

*sigh* I tried my best :¬(

[s]Hmmm...[/s]
Still Freeola's number 1 fan - Just trying to help.

Yeah you did. The problem is still ongoing and Hmmm probably could have sent in a ticket by replying to an old one. Email would still have got through eventually. Anyway, don't wish to argue but we're doing our best to get this sorted with the people 'further up' as it were.

Not one to 'complain' but access now does seem to be up to the usual 'lightning speed' ..... probably spoke too soon :¬)

Hmmm... wrote:
Eccles wrote:
Did you send in a support ticket?

I know you are addressing DL but here's my feedback :¬)


Yesterday I couldn't access any Freeola pages so couldn't raise a Support ticket - hence my Twitter comments as I wanted to make you aware of the problem :¬P

@Eccles

Nice response but please see Hmmm's post :¬P

Eccles wrote:
Did you send in a support ticket?

I know you are addressing DL but here's my feedback :¬)


Yesterday I couldn't access any Freeola pages so couldn't raise a Support ticket - hence my Twitter comments as I wanted to make you aware of the problem :¬P







[s]Hmmm...[/s] @twitter