IPowerweb / IPower clients enduring massive problems
It seems that IPowerweb / IPower clientele are experiencing massive problems since Friday of last week. According to several Hostjury readers users of the IPowerweb / IPower service have been unable to check their e-mail since late Friday evening.
According to our sources it appears that Endurance International Group went ahead with their planned server migration without notifying any of their clients! The result is continuous problems and issues, clients unable to check their e-mail & unable to login to their web hosting accounts.
One IPowerweb / IPower user stated that technical support seems oblivious to the migration stating that the issues were a result of "Corrupt passwords" and would be handled within a few hours. Over five days later and the problems are still occurring.
We suppose the Endurance International Group name has another possible meaning. Just how long can their clientele endure problems!
Get in touch with iPowerWeb
One of our readers found the corporate phone number for Endurance International, the company that owns iPowerWeb. If you want quick, prompt service in getting your cancellation, domain name details or anything else give them a quick call: 1-866-897-5421
This is the only iPowerWeb phone number that will result in prompt service.
iPowerWeb Complaints
We welcome anyone having issues to put in a complaint at the Arizona Attorney Generals Office, contact details below:
consumerinfo@azag.gov
You can also use their online contact form here:
http://www.azag.gov/consumer/complaintformintro.html
Free Migration Services
We've decided to step up to the plate & offer free migration services for all iPowerWeb clients as well as a decent howto on escaping iPowerWeb.
Free migration for iPowerWeb / iPower clients by HostJury staff
Howto: Leaving iPowerWeb
You'll have more luck with us moving you than some ipowerweb transition kiosk.
There's a number of web hosting providers that offer free transfer services as well including:
Tell others about iPowerWeb / iPower
If you know of other people who might be having problems, you can tell others by 'digging' this article or by linking them directly to:
http://hostjury.com/blog/view/27/ipowerweb-ipower-clients-enduring-massive-problems
Ian,
You're free to describe their service by leaving them a review :) Reviews shouldn't be left in comments, that's all!
I just finished cancelling and migrating another of my websites hosted through ipower. I now have only one more domain hosted through this company, and I will finally be free of the horrible support and service ipowerweb offers.
To anyone curious, I migrated to hostmonster, a daughter company of bluehost. David, the admin here will not allow me to describe their service. But, lets be honest here, what company would not be better than ipower at this point? I think a can and string internet would be more efficient than the network ipower runs!
At any rate, I feel horrible for everyone who is still a member with ipower and who thinks it is worth "riding out the storm". Let me just say from expierence now, there are so many hosts out there that will double the features offered by ipower, and will answer the phone immediatly. Not to mention the fact that most hosting companies staff intelligent minded support tech's that address issues immediatly, rather than passing it to a lvl 2 tech who never, ever fixes the problem.
Ipower is easily the worst company I have ever dealt with in my entire life.
Hugh,
IMHO the billing department rep knew how much you were getting back, but they probablly figured if they told you, you would just get upset or irrate with them. I have heard from many people now that they will (if you hassle them relentlessly) give you a refund. I have also heard that they keep a $50 cancellation fee. Which, I think is totally unfair and wrong, because no where in the TOS does it mention this. Even if it does now mention it, it wasn't there when all of us long time customers first signed up with them.
On the flip side of things, your site still has a good google page rank, so I am sure your site will bounce back fast.
If you could, will you post a message and let everyone know if they do charge you a service charge, or if they give you a full refund?
Also, make sure to keep watch on the card you gave them. I have heard many, many people complain about ipower recharging them for service long after cancelling membership with them. Particullary watch your card around the time your account was supposed to be renewed through them.
Good luck!
P.S.
Your site was running at max speed when I tried it. :-)
Finally made the move yesterday from iPower to Fused. What a difference. I forgot what it felt like to have my site load instantly. The challenge now is cancelling my account. I got through rather quick last night to iPower billing dept and was told that a high ranking employer would call me back. Yeah right! I looked online at the help ticket and it was one of those typical "We are sorry you have had this trouble, is there anything we can do?" I had to call them back today and wait forever to get through. This person told me that I will receive an email once my cancellation has been processed. They couldn't even tell me how much my refund would be and they are the damn billing department! Unreal!
"we'll only be keeping seven days' worth of logs at any given time in your /stats folder--we'll be deleting all logs older than seven days on an ongoing basis."
Before you know it they'll be saying, "We'll only be keeping ten minutes of logs, and deleting all logs older than ten minutes on an ongoing basis."
Adrian Ronaldson,
I received the same email. Here are a few of my favorite parts of the email:
"In response to customer feedback, "
Funny, after reading hundreds of customer complaints online, never once did I hear a person complain about having to click an update button. The only complaints I have heard deal with the horrible tech support you receive from the company, or the lack of email / website / and database services that they supposedly offer.
My other favorite part:
"we'll only be keeping seven days' worth of logs at any given time in your /stats folder--we'll be deleting all logs older than seven days on an ongoing basis."
What good is a 7 day log file? If you want to keep a log, it should go back months and even years. But a 7 day log file, this is unbelievable. I am wondering if it isn't being changed to 7 days because that is all the longer new customers stay with Ipower. They are probablly realizing that new customers leave them within 7 days or less, and so there is no point to keep longer log files. Just another move in the wrong direction, IMHO.
P.S.
Did anyone else notice the price increase? Amazingly, service and support continue to degrade while the cost to use their services is going up.
I got this today in the mail- I have not been able to get into my site, or the ipowerweb site for a week....
In response to customer feedback, starting Tuesday, April 8,
we'll start processing your stats on a daily basis so that you'll
always have the most up-to-date traffic information when you
check your private visitor statistics page:
www.yourusername.ipower.com/stats
With this change, you'll no longer have to manually click
"update" or wait for your statistics to get processed on monthly
or weekly intervals to see the latest information--it will be
automatically processed and show up on your stats page, along
with your full history of visitor traffic.
Please note that, to keep our stats processing performing at
optimum levels, starting on Tuesday, April 8, we'll only be
keeping seven days' worth of logs at any given time in your
"/stats" folder--we'll be deleting all logs older than seven days
on an ongoing basis. If you would like to keep records of your
logs prior to seven days, you can easily access them via FTP from
your "/stats" folder, located in the root of your home directory.
We hope these changes make it easier for you to quickly review
your stats! We'll send you an e-mail reminder on April 7, the
day before we're scheduled to begin.
Best wishes,
The IPOWER Team
Copyright (c) 2008 IPOWER. All rights reserved.
IPOWER, 919 E. Jefferson St, Phoenix, AZ 85034
PS. The link they provide is invalid....
We made the official move from IPower Web to Fused Network a few weeks ago. OMG! What a smooth and painless thing to do....Fused Network answered all my inquiry's within minutes, they did the full migration at no charge and it was so nice to get away from the IPower Web (of nightmares).
Of course, as I'm typing this, I am on perma-hold trying to get through to their billing department to cancel our account. Current hold time has been 50 minutes, and this is the 4th time I've tried to get through to billing to cancel. I don't care if I have to sit here for 16 hours straight, I will get through and then I can finally put a fork in this scenario and call it done!
I just thought I would bring this link to everyone's attention. Apparantly, Ipowerweb has been removed as a BBB accreddited business, go figure!
Here is a link to the Better Business Bureau's report on Ipowerweb.
http://data.phoenix.bbb.org/commonreport.html?bid=27007788
ksolway,
Wow, that is an impressive uptime for ipower!
Here is my uptime for the past four days:
2008-03-15 14.29%
2008-03-14 20.88%
2008-03-13 25.27%
2008-03-12 6.52%
I joined three weeks ago,and yet no purchase confirmation email released to me.Though I have made several queries about the issue.I was told that it was sent.However no such issue reaches me at all.I feel very upset about ipower.It is absolutely helpless that I may say!
Here is my uptime for the last 4 days:
2008-03-14 86.81% 2008-03-13 93.48% 2008-03-12 92.22% 2008-03-11 75.53%
2008-03-10 90.11%
Thankfully my uptime figures are a lot better than some of the others who have posted-in. But these figures are enough to kill your business if you are unlucky enough to have your business website with this company.
Ian,
Thanks mate. Great advice.
In between my message and yours (and now this one) our friends at HostGator were able to assist me somewhat towards a resolution - we are not there yet, but well on the way - something iPower were completely unable, or unwilling to do.
That's why the name servers were as they are now. Gator seems to be coming through! The light at the end of the tunnel is becoming visible at last. Nice work.
[btw - the site you looked at "oldmoney" is only one of my sites. The one they 'had' and that I wanted back was another one, which also seems to have been put part-way on track by HostGator - I hope!].
As for you wanting to "drive over there and speak to Maxwell May and the rest of the mentally challenged tech's that work on their support team and give them a piece of my mind" - I am afraid that you may have to move further than you think, to Mangalore in fact. I almost always ask where these nits are from, and the worse they are, the more likely that they are from Mangalore. The only good chap I got, by phone, was "Tyler" from somewhere in AZ (I think - or TX?). He talked the talk, but was let down by the rest of the system who didn't walk the walk. Seems he actually knew what he was doing, but I could never get back onto him to follow anything up - always getting transferred to Mangalore, or the Philippines.
As I said, with thanks to HostGator, we aint there yet, but we are at least on the way.
To paraphrase M. P. Cato: Delenda Est iPower.
OldMoney
Australia
> Has anyone else been expierencing loadtime
>issues and constant timeouts?
Yes, I'm experiencing the same as you. This has been going on now, more or less, for at least the last four months.
I figured that I would be patient, given that it is a lot of work for me to move to another host. I thought that surely such a large hosting company would fix the issue promptly. *I was completely wrong.* Judging by the emails I have been receiving from their senior technical staff, they don't have the foggiest idea what they are doing.
Bob,
You can get a refund from them by calling their corporate office: 1-866-897-5421. However, they will keep $50 as a service charge fee. Atleast thats whats I hear from people on here.
Has anyone else been expierencing loadtime issues and constant timeouts? My website times out most of the time, and takes ages to load when it does work. I have been monitoring my uptime using basicstate.com since one of my sites have been migrated, and here is my most recent report.
DAILY UPTIME AND PERFORMANCE SUMMARY
----------------------------------------------------------------------
date uptime dns connect request ttfb ttlb
2008-03-12 6.52 0.000 0.039 0.039 0.311 0.277
2008-03-11 23.91 0.001 0.039 0.039 1.108 1.092
2008-03-10 73.91 0.000 0.038 0.038 0.736 0.772
2008-03-09 54.44 0.000 0.038 0.038 1.415 1.420
2008-03-08 56.38 0.001 0.040 0.040 1.383 1.385
2008-03-07 51.65 0.000 0.038 0.039 2.031 2.029
2008-03-06 57.61 0.000 0.038 0.038 1.216 1.221
2008-03-05 49.45 0.000 0.038 0.038 1.418 1.415
2008-03-04 61.54 0.000 0.039 0.039 1.841 1.844
2008-03-03 41.05 0.000 0.042 0.042 1.136 1.121
2008-03-02 72.53 0.000 0.040 0.040 1.324 1.335
2008-03-01 92.31 0.000 0.040 0.040 1.682 1.711
2008-02-29 96.74 0.000 0.040 0.040 1.557 1.588
2008-02-28 89.01 0.000 0.040 0.040 1.879 1.905
----------------------------------------------------------------------
minimum 6.52 0.000 0.038 0.038 0.311 0.277
maximum 96.74 0.001 0.042 0.042 2.031 2.029
average 59.08 0.000 0.039 0.039 1.360 1.365
----------------------------------------------------------------------
Today, I my site had a 6% uptime. My average is below 60%. This is the worst uptime I have ever seen. Even angelfire and geocities have better uptimes then this!
MyPhpAdmin times out everytime you try to use it. I cant even get the PhpMyAdmin to display on the screen, it times out everytime. Anyone else having these problems?
I contacted ipower's less than intelligent tech support staff about this, and here is their reply:
-----------
We are investigating on your issue with the website slowness. There was bit load on the server; however we were able to access the website fine without any issue. It will be fixed soon.
We appreciate your patience while this process takes place. Please let us know if we may assist you further in any way.
-----------
I can't believe it is this difficult for them to acknowledge there is even a problem. I mean come on, a 6% uptime. It should be blatantly obvious that there is an issue. But of course, they did nothing to correct it, and said "everything looks fine on our end"
I wish I lived closer to their office. I would drive over there and speak to Maxwell May and the rest of the mentally challenged tech's that work on their support team and give them a piece of my mind.
I've had an account registered with Ipower for some time now, but things have just gotten terrible recently. All my sites using a MySQL database will take 30 second to 1 minute to load!
If my hosting account still has lots of time left on it, will they refund the remaining time if I move my site?
I just found out something very interesting.
Yesterday I received an email from a Technical Specialist at Ipower/Endurance (by the name of "Sherman Kelly") who tells me that, with regard to MySQL, "On our server, maximum concurrent connections per user are 10."
Contrast this with Hostgator who allow you 25 concurrent connections, and Bluehost who allow you 20.
This means that Ipower/Endurance have LESS THAN HALF THE CAPACITY for MySQL (forums, databases, etc) than their competitors.
I forgot to mention that the domain name was not set to expire until 12/11/2008. The email stated that I had to respond before that date otherwise it would be automatically renewed.
It was automatically renewed on 12/06/07!
I have read about the grief that many people have had with IPOWERWEB. I am lucky in that I only registered domain names with them.
However, I experienced their total lack of customer service too. I have very little money at stake, but I really despise companies such as this.
At the beginning of the outgoing message when calling IPOWERWEB, it is announced that a phone call "may be recorded".
Thus, I have recorded my phone calls to them. I made several recorded calls to them today in which individuals in billing refused to provide me with a refund that had been promised to me via another recorded phone call by another employee back in December.
Today the IPowerweb emplyoees also admitted to "human error" and that the average waiting time before first making contact with them via a phone call is one hour.
oldmoney,
If you are trying to migrate away from ipower, two things must occur:
1. You must move the files to a new server.
2. You must re-point your DNS to the new server.
I am assuming you have your DNS registration through ipower. In which case you should just login to that link and unlock the domain. Then re-point the nameserver to the hostgator server, then lock the domain again. Then login to hostgator and begin the transition process. If hostgator is having a problem re-pointing the DNS, it is because your domain name is locked. You will have to unlock it in order for them to re-point it.
After looking into your problem a little more. I noticed this… Check out this link:
http://whois.domaintools.com/oldmoney.com.au
You will notice toward the bottom it reads:
Name Server: ns781.hostgator.com
Name Server: ns782.hostgator.com
Which to me, says your DNS has been re-pointed already. So, maybe you can’t login because your account is no longer through ipower.
If your account is still through ipower, try this link. It is a knowledgebase article about how to set your user and pass for your dns.
--------
Ipower Knowledgebase
--------
Question/Problem
Configuring: Synchronizing username and password between a domain and an account to have better management options
http://members.ipower.com/knowledgebase/read_article.bml?kbid=3284
I guess the problem I am having troubleshooting this, is I don’t know what company owns your domain name. Obviously, ipower has the files. But who owns your domain name? All you really need to do, is find this out and simply unlock, re-point nameserver, then lock it. Then transfer files to the new server and it should work. The whois I did leads me to believe that you have already re-pointed the nameserver though.
I hope this helps. Good luck! Let me know how your transition goes.