servers

More Downtime for HostGator and BlueHost Customers as Router Issues Plague Utah Data Center

48 comments

BlueHost and HostGator have been hit by another outage on Wednesday. According to HostGator, router issues in its Provo, UT, data center are to blame. It appears that the issues began around 11 am ET this morning.

These lengthy outages are becoming too common for some customers, after a massive outage in the same Provo data center took down sites for hours on New Year’s Eve. Some customers on Twitter have reported spotty access to sites over the past three days.

While it is unclear how many customers have been impacted by Wednesday’s outage, some BlueHost VPS customers are unable to access their accounts, and the issue is affecting customers of HostGator’s dedicated servers as well. The outage is also affecting BlueHost’s own sites, including its help.bluehost.com support site. Support.hostgator.com appears to be loading though and HostGator is updating customers on its support forum.

“Our NetOps team is still working to resolve an issue with a router and working to restore services for all affected customers,” Sean Valant, PR manager for HostGator said in the forum post. “Some sites are coming back online, though we appreciate everyone’s patience as we work through the issue. As we get more information, we’ll continue to provide updates here on the forums till everyone affected has their service restored.”

Customers are reporting issues in contacting BlueHost support as well because its live chat and phone support are down. The company is using its Twitter @bluehostsupport and Facebook to update customers at this time. HostGator has also cited issues with chat and phone support due to volumes.

As of 3 pm ET, BlueHost Support assured customers on Twitter that its engineers have identified the problem and its admins are working to resolve the issue. BlueHost or HostGator haven’t provided an ETA for a full resolution of the issue but will be updating customers with details of the outage.

Add Your Comments

  • (will not be published)

48 Comments

  1. Yes it is TRUE that Hostgator sucks. I tell you why: I got many many reasons but here are a couple: 1-They have lost complete sites of my clients and they did not have a weekly backup that they claim they do, they simply told us: oh the weekly back up of your site has just disappeared...sorry! $7000 spent on the site and the client had spent thud=sands more on SEO that was gone. 2-This morning I wake up and another site of our is not loading properly and I look into it and dont see anything wrong and it was working fine last night, so I call hostgator...they tell me that the specific server that my site is n is down and they are fixing so I look at all other sites that I have on the same server and they load fine so I tell them and while talking to them I'm looking and my cpanel and the database for my site has no tables and its empty......so I tell them that and after being on hold after 2 hours they tell me that oh the database just disappeared and we have a backup thats 4 days old and we restore it for you for $15. During the last 4 days we have spent over 50 hours working on this site and assuming that the automatic backup on the cpanel is working we did not backup plus we hired a SEO company and they have spent hours optimizing the pages...it is all GONE. So do NOT go with hostgator at all, it is cheap but then you get cheap service too. Pay a little more for hosting but get a reliable one that does not cost you thousand later on. This company is crap and wont accept responsibility for their stupid actions.

    Reply
  2. Hostgator is down and has been down for at least 7 hours. It is really not making me happy. I am sure there are many people whose business is going to really be hurt financially because of this outage. However that said, I have never had anything except excellent experiences with Hostgator support in the past. Maybe it is not their fault.

    Reply
  3. Jimmy Dee

    Currently I have been waiting for almost 1 hour for Hostgator chat support due to a failed domain transfer (not my account, not my idea to host a domain there, non-amicable migration away from another dev). The countdown still says 30 minutes. It has changed a few times to "you are being connected right now", but it just hangs there for a huge amount of time, then 5 minutes later comes back with a reset timer. FFS! Since their takeover by EIG, they have given us outages, and have even given us refunds (non-refundable of course) including the time they double-billed us for renewal. We have been slowly migrating to Site5. Pageloads are 2-3 times faster, which is nice. Not enough time to see about stability yet. We also tried namecheap, but had an outage for several hours on the first day! (just bad timing). Site5's chat support is beyond mindblowing though. I've used it a lot for migrating some of our accounts. They have been helpful in either telling me how to do something, how to do something faster and picking up the slack when doing something a little out of my skillset. But crazier still, the chat comes available ***INSTANTLY***. The longest wait I've had was 12 seconds to get connected. I've had a couple where they are obviously handling multiple sessions or doing some initial reading on pre-entered information for the chat session, so that sometimes takes 30 seconds or so, but it's a far cry from waiting 1.5+hrs for a "30 minute wait" in the chat queue. Today's session is actually the fastest out of the last 9 attempts to contact chat in the past 2 months. Still not loaded. Utter garbage. EIG should be destroyed.

    Reply
  4. April 16 was my sign to move on. The funniest thing - when I submitted the cancellation form on their website, There was a "reason for canceling" field, and they already added the "April 16 outage" option.

    Reply
  5. John G

    This is why you go to GoDaddy. They don't shut off their support when everything is down.

    Reply
  6. Bah, I got so sick of the "new upgraded servers" and the provo dc in general I got my own damn server and created my own hosting company xD

    Reply
  7. Bluehost and it's sister companies - Hostmonster, Gatorhost, etc. Good hosts gone bad. I'm in the process of packing up and leaving. Keep your eye on your host. If you've done this long enough, you can see it coming. Longer wait times, cheaper & cheaper rates for new customers. Meanwhile, you get up-sold to dedicated or virtual-dedicated plans. You cannot buy more reliability when it is not there. These EIG hosts are now junk. I feel sorry for the dedicated, competent folks who had these host running good 5 years ago. Smells like top-down corporate-style ruination at it's "finest."

    Reply
  8. BKR

    So glad that we moved most of our sites to Media Temple after the previous BlueHost outage...unfortunately we didn't migrate them all! Now we've had more than 15 hours of outage...crazy. We cannot even migrate until BlueHost comes back up. Goodbye BlueHost and good riddance. I wonder if these services can survive this type of unreliability.

    Reply
  9. I have a dedicated server with HG and we're still down at the moment. It has been a grueling 26+ hours and my clients felt so left out. Critical day-to-day applications such as CRM and Business Workflow applications cannot be accessed. I've lost 4 clients due to this outage. To add salt into the injury, they have been very shady about communicating what's going on. Yes they have a forum and twitter page that no one can tell if they're telling you the truth or its all in the script.

    Reply
  10. We're losing so much business. I think Bluehost should give us a free year of dedicated server use, or we're moving to another provider. There is no excuse for this. The bigger they get, the worse the service. We're still down!!! Fix the damn servers.

    Reply
    • Ben

      You realize that this is not a server issue, right?

      Reply
  11. If you want to get thru to bluehost all you have to do is click for sales! Their phone lines are working for their sales department but technical support doesn't work. hmmmm having challenges or just serious scumbags? At this point I think the latter.

    Reply
  12. Our dedicated server with bluehost has been down for over 24 hours. No website, no email and no way to access our information to move our site. Their phone system, ticket system and survey do not work either so we are rating them here: A BIG ZERO on a scale of 1 thru 10!

    Reply
  13. Dawn

    We've been down for 21 hours now. Still no news, updates or any kind of response. This is beyond absurd, it seems like every six months they have "router" issues. I'm going to have to take my business elsewhere.

    Reply
  14. michael

    i was down for 14 hours yesterday. it seems the vps and dedicated server customers got hit hardest. this outage was worse than the one last august, and the "support" provided by hg was to shut off the phone, disable chat, and post a generic "update" every 2 to 3 hours or so...

    Reply
  15. This is the final straw. I have three dedicated servers with them and in both outages we have been the last to be restored. This outage went from 4 p.m. yesterday until 9 a.m. this morning. I get that their other servers have more sites, but we're the ones paying the premium fees.

    Reply
  16. It "seems" that folks on shared assets are slowly getting injected with errors and slow loads and outages in an effort to ween folks away from cheapo shared into costly VPS and even more costly dedicated. Of course those of us that suggest such things are labeled as crazy and asked to provide proof. Well the only proof we users can offer is the thunderer of our complaints with the down turn in service on shared resources over the last few years. Money grabs are far from uncommon and Host Gator is clearly in on the game.

    Reply
  17. RJ

    Don't worry guys, just put your efforts and resolve this issue!

    Reply
  18. After a 10 year relationship with HostGator I am saddened that this is the final good bye, a couple of hours a year is ok to handle but when 40+ of my clients just woke this morning and had to do a whole day of trading without a website or emails.... well it's time to make a choice. Sorry HostGator you have been great, but not "Great" enough. I would have to recommend that if you value your online business then don't use any company that relies on the Provo Data Center. Sorry guys but the truth hurts sometimes, and most of us have learnt the hard way.

    Reply
  19. I've been with Bluehost a long time, but the party is over. My VPS has been down 14 hours and counting. Constant short outages for the last year but this is the worst. I searched and found a fantastic hosting company with almost 100% up time verified by webhostingstuff.com. They run the latest server hardware, OC3 connection to Internet backbone and better prices than Bluehost! Check them out http://goo.gl/Exe60R I'll be moving as soon as my server comes back up.

    Reply
    • michael

      thanks for the link ian... already got in touch with their sales team as i'm "interviewing" my next hosting provider.

      Reply
      • George S

        Check out "A Small Orange." After the November outage, I moved most of my accounts there and they've been nothing short of excellent. No downtime, the customer service is FANTASTIC, and their rates are comparable. No relation, just a very happy customer.

        Reply
        • Dean

          A Small Orange is owned and managed by the same company that runs Bluehost.... albeit their servers are not in Provo. See: http://www.enduranceinternational.com/our-company/our-brands

          Reply
        • A small orange is also an eig brand though, isn't it?

          Reply
          • Nicole Henderson Post author

            Yes, A Small Orange is an EIG brand.

        • Yeah but they are owned by the same company and same datacenter no?

          Reply
          • Nicole Henderson Post author

            Yes, they are owned by Endurance International Group.

  20. S.Thompson

    Ourselves and hundreds if not thousands of HostGator dedicated and VPS customers have experienced outages exceeding 13 hours over the past day! HostGator also shut their chat support down and stopped answering their phones.... apparently hiding your head in the sand means nobody else can see you. They should probably consider changing their name to Ostrichator. If this alone was not cause enough for hair loss, they failed dismally at updating those affected customers regularly with up to 3 hours passing between one liner updates and no response to support tickets. They also claimed at times the outage was "limited to a small number of clients" which was absolute balony! Several of our dedicated servers are still down going into the 14 hour mark. We have begun migrating away the sites we can access. Hostgator used to be a great service until they were bought by EIG which is infamous for taking great hosting companys and driving them into the ground. Funnily BlueHost also falls under the EIG banner. If you're considering a host for anything other than your family photo album, then steer as far away from HostGator as you possibly can.

    Reply
  21. I used to be happy about the Hostgator service (their support staff are great) but it seems the downtimes are more and more often now .. without talking about this issue.. 24 customers websites and email down for more than 12 hours.. No ETA and the chat / tel support disabled.. Time for me to switch.

    Reply
  22. Bill Fisher

    I am a Bluehost user and am deeply concerned by this issue. My site has been dead since early this morning. We're going on 14 hours now, with absolutely no contact from them regarding what to expect or when the servers will be back online. As the article says, it's very difficult even to submit support tickets, and those that are submitted don't get replies. This is not the first time it's happened with them. Doesn't a hosting provider of this size have backup hardware to deal with such situations? This is not acceptable, and I'm seriously considering moving everything to another host.

    Reply
  23. Our main e-commerce website is hosted at Hostgator. I was induced to beleive their 99.9% uptime guarantee was for real, but now, having experienced for the second time in six month major sales losses due to Hostgator's service, I would not recommend this company to anyone with serious intentions.

    Reply
  24. Since 11:19 AM this morning my website has been down my email service has been down and we pay for a dedicated server I run a multimillion dollar company and this is what I get. I guess I should be fired

    Reply
  25. Sandy Smith

    One correction - Hostgator (at least) does not advise customers of anything. They don't send out anything when things go down, nothing on ETA for fixes, nothing when they go back up. Its the mushroom treatment - keep customers in the dark , and dump crap on them. The silver lining is I did do some research on alternative hosting companies. One thing I learned is that I want to stay away from any EIG brands which includes Hostgator, Bluehost, and about 50 others.

    Reply
  26. Each time I think HostGator has gotten this under control, another outage happens, and I'm back looking for a new host. This time I have no choice but to move.

    Reply
  27. undertr

    I think that even update posted by Hostgator are fake : "We have restored service for most impacted customers. We understand some customers are still experiencing issues and we assure you that work is continuing non-stop towards a full resolution. We will update with further information." Because you are always one of those "unlucky" customers who face problem till last moment.

    Reply
    • I am one of those "unlucky" customers. According to Jesse H., a couple of minutes ago, "most of the servers are back online now". Mine is not in the "most". Just decided to move from this unreliable company.

      Reply
      • George S

        We are *always* one of the "unlucky" customers. Someone on Facebook put up a post that said, "LIKE this if you are one of the 'small number' of customers." Just on FB, that post had 6000 likes. I'd gather only about 1% of the users experiencing issues saw that post. Even if it was 10%, that's 60,000 accounts having issues. Doesn't sound like a small number to me.

        Reply
  28. I'm one of the people affected by Hostgator. I have a dedicated server in provo. My server has been down about 10 hours now. I'm contacting HG about it every couple hours, let me know if you need more information. anthonytrading81 gmail com

    Reply
  29. Just checked my HG ticketing claims. This is the 6th issue in one year. I have two VPS accounts with 100 hosted sites. I'm leaving. Tired of this B.S. And really tired of their total lack of care. I've been with them since 2005, but this has gotten horrible.

    Reply
    • George S

      If you do a search on just this site, there were MAJOR outages affecting most customers in August 2013, November 2013, New Year's Eve, and now yesterday. It's getting intolerable.

      Reply
  30. Mathew

    As i write this my dedicated servee has been offline for almost 7 hours. Hostgator need to come clean aboit what the problem really is, it doesnt take 7 hours to swap out a dud router.

    Reply
  31. Losing Money

    I've been with HostGator since 2007. The uptime and customer service used to be great! I experienced 1 outage in the overnight hours for about an hour around 2010. The customer service and tech support was great at fixing the issues quickly. Since HostGator was acquired by Endurance International, I have experienced 4 major outages that last several hours during the busiest hours for my websites, with 1 outage lasting 32 hours. As well, their customer support is not as responsive with actually fixing issues in a timely manner. I would NOT recommend HostGator or any other hosting service offered by Endurance International. Spend a little more money with a reliable hosting company.

    Reply
  32. I enjoy Bluehost, but these outages every few months seem to come at the most inopportune times. I'd like to find a way to mirror my VPS server sites on another, cheap host so that at least they stay online during these outages.

    Reply
  33. Link says tech support

    Just turn the router on and off-- always solves the problem!

    Reply
    • Lol ("have you tried turning it off and on again?" -- the it crowd). But seriously it sounds like eig likes to operate with lots of single points of failure.

      Reply
  34. Bluehost makes me sick. I switched to their VPN services about 6 months ago and have regretted it ever since. I've experienced downtimes of more than 2 hours at least 2 to 3 times per month. December was a particularly bad month - I believe my overall uptime dropped to below 85%. Customer service always provides a vague "we're aware and are working on it, but have no ETA". What am I supposed to tell my customers?! I will be moving this month. This current issue has been the last straw.

    Reply
    • Jenniffer

      Bluehost has "VPN" services? really?

      Reply