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Your Question: whats going on with server basil?

Please wait and one of our operators will be with you shortly.

You are now chatting with Arunkumar Patil (Jr. Technical Operations Officer) - Support

08:29Arunkumar Patil: 

Hello, and thank you for contacting Arvixe live chat. If I appear unresponsive for an extended period of time it is very likely that you have disconnected from the live chat service, please try rejoining if this happens.

08:35Arunkumar Patil: 

Please let me know the error message.

08:35Don Sagrott: 

There is not enough space on the disk.

08:39Arunkumar Patil: 

You have the shared account, if you are experiencing any of the space issue, please go for the VPS plan.

08:41Don Sagrott: 

your server is down and your solution it that want me to upgrade my plan?

08:43Arunkumar Patil: 

Pleas let me know the URL for which you are getting the error message?

08:45Don Sagrott: 

It appears that its now back online, Is there somewhere where you keep I can report downtime/outages, this has been getting worse and worse the last couple of months?

08:48Arunkumar Patil: 

In future if you are experienced an issue, please follow the below process.

08:48Arunkumar Patil: 

Please download winmtr from http://repo.arvixe.com/WinMTR-v092.zip and run a traceroute using it against your domain for 3-5 min, then click "Export HTML", save file and attach it in an email to support@arvixe.com. Once you receive the ticket ID from the helpdesk, let us know the ticket ID so that we can check the mtr results. It will show where exactly the problem lies in the network route and then we can quickly fix it or guide you on the fix.

08:49Don Sagrott: 

Can I get a support ticket # please

08:51Arunkumar Patil: 

No, if you are experienced a issue, you need to follow that process.

08:54Don Sagrott: 

So, the error I am getting was from your server. The "server" error message said there was no disk space on the server. You want me to run a "network trace" to resolve the "server error". Is that correct?

08:56Arunkumar Patil: 

I was unable to see the error message.

08:56Arunkumar Patil: 

Please send the screenshot at:support@arvixe.com. They'll update you with the details.

08:58Don Sagrott: 

OK "Arunkumar Patil", I will document this case and follow up. 

08:58Arunkumar Patil: 

Okay

09:00Don Sagrott: 

Please be sure to send me a survey so I can provide some feedback on your "assistance" today.

Server(basil) was down again. 

This has been happening more and more recently.

The support agents first response was for me to upgrade my plan.

The support agents troubleshooting suggestion didn't sound logical.  

The support agent refused to open a ticket# 

I have been with Arvixe for a long time. I have recommend clients who are with Arvixe.  

My contract is up for renewal this month.

I am NOT a satisfied customer.