February 19, 2009.
This morning I went to load my site and it was down also email was down.
So I decided to call BlueHost customer service and I got the runaround. The first person I talked to was useless. The second person who was supposedly a supervisor was even less useless.
I then asked to speak to Matt Heaton / President Bluehost.com. I was told “he is not going to speak with you” I insisted and I was transfered to Mike Stevens, who is apparently the day manager/supervisor. First issue was that he had no idea of my account. Like he didn’t have access to my info. I had to repeat the who story. I could barely hear Mike Stevens, he was mumbling into the phone. I asked to speak to his supervisor, he told me that he would not do that and that he would know less than him. Ben Lewis is the person he reports to. For Ben Lewis, you need to give Mike Stevens a lesson on customer service.
Matt
Dear Bluehost Customer,
Bluehost has started migrating your account (xxxxxxxx).
Below you will find important migration details. Please refer to your ticket number 0 for any specific details.
Although Bluehost will do everything possible to ensure that your migration goes quickly and smoothly; it is important to understand that your account will be moving from one physical server location to another. During migration the IP address attached to your domain name will be changed from your old server IP to your new server IP. This will cause a temporary interruption in email, ftp, and the visibility of your website.
This window of interruption occurs because most Internet Service Providers
(ISP’s) take 24-72 hours to clear their Cache.
Although this window could last approximately 24-72 hours it typically only lasts 48 hours before your site becomes fully functional again. Your web browser (IE, Firefox, Netscape) has a Cached version of your site stored on your local system. In some cases it will help if you clear your browser cache. For more Information about Cache and clearing your browser Cache please review our article on:
https://helpdesk.bluehost.com/kb/index.php?x=&mod_id=2&id=495
If after waiting 48 hours and clearing your browsers Cache, your website has not begun functioning normally please contact our World Class U.S. based Support Team by phone:
Bluehost Support:
* Main Line: (888) 401-4678
* Outside U.S: (801) 765-9400
Support Questions: Press 2
Important Migration Details:
Your username and cPanel password will remain the same.
* Migration Date: February 18, 2009
* Migration Start Time: 06:00 AM MST
* Migration End Time: (estimate) 12:00 PM MST
* Old Server IP: xxxxxxx
* New Server IP:
Check out the CEO’s Blog!
Come see the latest news, information, and updates on Bluehost. While you’re there tell me how you think our company is doing!
Thank you again for choosing BlueHost.Com!
Matt Heaton (CEO)
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If you try to email support@bluehost.com you get this back.
You can no longer create a new ticket through email, only through our Help Center. To create a new support request, please go to https://helpdesk.bluehost.com. We apologize for any inconvenience.
BlueHost Support
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Matt has still not responded to my request for a call. Neither has Ben Lewis.
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Update: The site is apparently backup now. I am sure my callas and speaking to people helped at least a little.
My email is still not functional. as of 11:20am PST. 2/19/09
