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652 posts

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  Reply # 1129148 15-Sep-2014 15:48
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FireEngine:
mattwnz: Certainly odd that they are still advertising windows hosting on their website.


I've raised that with the product teams responsible.


I've emailed the hosting team directly (although given previous experience I don't hold out much hope of a response). Can you confirm that our account is affected? I'm going with Matt's response to me that it most likely is affected.

We've not had contact from Orcon about this issue and will have a number of Industry Association sites affected quite dramatically. Can you please provide information to me about what we're meant to do next?

As much as I'm happy to go with what has been posted in this thread I find it ridiculous that this is the first I've heard about this and stumbled across it quite by accident. I'd appreciate some sort of formal notification and a dedicated response as to what components and sites of our hosting package are affected and what we can do next.

I've checked all our email logs and can confirm that we never received notification about this, not even our SPAM filtering service received the email so it's not like it any notification was misclassified as being SPAM.

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  Reply # 1129150 15-Sep-2014 15:49
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adw:
FireEngine:
adw: Orcon also removed the secure server last year that we'd been using for years.  No notification just bang - this took people's payments securely and caused a lot of strive but as far as they were concerned it was just too bad.


The non-renewal of PCI-compliance was brought to a head after some nine months of discussion as I'm sure you are aware. Shared hosting by definition is not PCI-compliant, I'm sure this was made clear at the time but let me know if you need any of the correspondence resending...


A bit misleading Fireman, you had a PCI-compliance server which had all the certification necessary and we'd used for years.  When it came to recertification by Orcon the second time no notice was given that you weren't going to recertify, you just pulled the plug.  Leaving us in a very expensive hole and our clients without the ability to take money.  Your finance director at the time had previously recertified and given no indication this wouldn't continue.  It was handled very unprofessionally with a shrug of the shoulders and a 'We're just not going to do it anymore' with no notice.  I guess we should thank our lucky stars we got three days notice on this one.


Not misleading at all, all parties knew that the compliance certificate had expired. By the time the discussion was completed it had been expired for many months. Changes to the compliance requirements since the previous compliance certificate was issued meant it was physically impossible to continue to comply in a shared hosting environment.

At the end of the day, you put in a complaint to the exec at the time and it was responded to, difficult to rewrite history now even if you were dissatisfied with the answer at the time.

That is as much as I am willing to say on this subject I'm afraid.




Regards FireEngine


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  Reply # 1129153 15-Sep-2014 15:51
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bcourtney: I've emailed the hosting team directly


What is your ticket number?




Regards FireEngine


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  Reply # 1129155 15-Sep-2014 15:52
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FireEngine:
bcourtney: I've emailed the hosting team directly


What is your ticket number?


11919193

thanks for looking in to this.

adw



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Master Geek
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  Reply # 1129160 15-Sep-2014 15:56
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FireEngine:
adw:
FireEngine:
adw: Orcon also removed the secure server last year that we'd been using for years.  No notification just bang - this took people's payments securely and caused a lot of strive but as far as they were concerned it was just too bad.


The non-renewal of PCI-compliance was brought to a head after some nine months of discussion as I'm sure you are aware. Shared hosting by definition is not PCI-compliant, I'm sure this was made clear at the time but let me know if you need any of the correspondence resending...


A bit misleading Fireman, you had a PCI-compliance server which had all the certification necessary and we'd used for years.  When it came to recertification by Orcon the second time no notice was given that you weren't going to recertify, you just pulled the plug.  Leaving us in a very expensive hole and our clients without the ability to take money.  Your finance director at the time had previously recertified and given no indication this wouldn't continue.  It was handled very unprofessionally with a shrug of the shoulders and a 'We're just not going to do it anymore' with no notice.  I guess we should thank our lucky stars we got three days notice on this one.


Not misleading at all, all parties knew that the compliance certificate had expired. By the time the discussion was completed it had been expired for many months. Changes to the compliance requirements since the previous compliance certificate was issued meant it was physically impossible to continue to comply in a shared hosting environment.

At the end of the day, you put in a complaint to the exec at the time and it was responded to, difficult to rewrite history now even if you were dissatisfied with the answer at the time.

That is as much as I am willing to say on this subject I'm afraid.


Yep, a shrug of the shoulders and it's just too bad - not a professional answer, nor a professional approach.  No communication from Orcon as to the expiry of your server certificates, we, your clients had to find that out and tell you.  In fact we were promised a phone call that we're still waiting for.  It went in the too hard basket and was not concluded - just as you've done now....

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  Reply # 1129173 15-Sep-2014 16:03
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adw: It went in the too hard basket and was not concluded - just as you've done now....


Sorry, what would you have me do? It went to the exec - do you seriously expect me to do something against their decision??? That would be a fool's errand.




Regards FireEngine


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  Reply # 1129193 15-Sep-2014 16:20
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bcourtney:
FireEngine:
bcourtney: I've emailed the hosting team directly


What is your ticket number?


11919193

thanks for looking in to this.


Just confirmed with the team, you should have just received a reply from them.

We contacted all the affected customers using the contact details we have on record for their account.

Obviously if those contact details have changed, not been updated and mail forwards haven't been setup then those comms may not have been received.




Regards FireEngine


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  Reply # 1129201 15-Sep-2014 16:27
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FireEngine: 

We contacted all the affected customers using the contact details we have on record for their account.

Obviously if those contact details have changed, not been updated and mail forwards haven't been setup then those comms may not have been received.


I received the email about the windows hosting cancellation, but not about the cancellation of gold txt support which I am awaiting a copy of from your support. All my email details are correct and have never changed. Email isn't 100% reliable, so perhaps a follow up email is also recommended, especially when there are major changes like this going on?

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  Reply # 1129203 15-Sep-2014 16:27
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FireEngine:
bcourtney:
FireEngine:
bcourtney: I've emailed the hosting team directly


What is your ticket number?


11919193

thanks for looking in to this.


Just confirmed with the team, you should have just received a reply from them.

We contacted all the affected customers using the contact details we have on record for their account.

Obviously if those contact details have changed, not been updated and mail forwards haven't been setup then those comms may not have been received.


Interesting that blame is immediately laid with me for not having received the email!

Given the confrontational approach you've taken with another user above I'm not expecting any different from you here, however I've already mentioned that we have no record of contact. Our contact details haven't changed in years. We get other email from you and have done so over this period (monthly invoicing, reminders of domain expiration, invoices for renewed domains). We've had no contact so you haven't contacted us.

And no, I've not had a reply from the team now either.

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  Reply # 1129207 15-Sep-2014 16:36
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bcourtney: Interesting that blame is immediately laid with me for not having received the email!


So the team have replied to the reply-address you used when you contacted us, that is different to the address we have on file. That was the point I am making.

Sorry I'm not trying to be confrontational but if we use the details we have on file (in this case it is the same address as we invoice you), then that should have been fine and worked...




Regards FireEngine


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  Reply # 1129287 15-Sep-2014 18:07
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FireEngine:
bcourtney: Interesting that blame is immediately laid with me for not having received the email!


So the team have replied to the reply-address you used when you contacted us, that is different to the address we have on file. That was the point I am making.

Sorry I'm not trying to be confrontational but if we use the details we have on file (in this case it is the same address as we invoice you), then that should have been fine and worked...


All addresses come through to our mail server and I'm telling you we never received anything. I still haven't received the response from your team this afternoon either. Yet I get all other emails from you including the auto response with the initial ticket number.

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  Reply # 1129320 15-Sep-2014 18:39
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Was that a typo about Windows 2000 Server? Didn't MS end support of that two years ago?!

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  Reply # 1129322 15-Sep-2014 18:43
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Snackos: Was that a typo about Windows 2000 Server? Didn't MS end support of that two years ago?!

 Not sure 100% sure on the versions as it was always just advertised as 'windows hosting' without specifying the versions. But I believe it was 2003 and/or  2008 being used. However the lifetime hosting plan advertised that the servers were always going to be kept up to date with the latest technologies when they were released.

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  Reply # 1129366 15-Sep-2014 20:09
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mattwnz:  I am on the same plan as you too. Did you get contacted about the removal of the gold support a year or so ago?


I'm on an iServe LifePlan Plus too.  I do remember an email from Orcon saying that the 24/7 support was going to end (I might still have it somewhere if you want me to try to find it).

I was quite miffed at the time as I have a copy of the original LifePlan contract and it says "What's included in iSERVE LifePlan Plus? ... 24x7 Gold Tech Support" and then in the FAQs it says "Q. What happens if iSERVE is sold, or changes management etc? A. The terms and conditions of your iSERVE LifePlan will continue to be honoured for life. We are committed to providing one of the best hosting services in New Zealand, and should iSERVE ever be sold to another company, it will be one that is just as committed to customer service as we are."

When I took up the offer of buying the LifePlan Plus plan I was assured that everything in the plan would be honoured by any future owners, and it clearly hasn't been since Orcon removed the 24/7 Gold Support.  I've been waiting for Orcon to decide that the LifePlan's should be totally scrapped, I'm sure that must be on the agenda.

adw



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  Reply # 1129469 15-Sep-2014 21:34
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FireEngine:
adw: It went in the too hard basket and was not concluded - just as you've done now....


Sorry, what would you have me do? It went to the exec - do you seriously expect me to do something against their decision??? That would be a fool's errand.


Frustrating isn't it.  I don't want you to make it sound as though it was communicated and sorted - it wasn't.

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