Service is down

**ksarpong** · 07-27-2009 07:13 AM

Service has been down the whole morning, at least since 7AM EST when I first realized it. When I dial my phone number, I get a message that you've reached a non-working number. I try calling your support line, 949-829-4200, and I get the same message.
Control panel is also not accessible. I get the following error message when I try to access the site:
"Fatal error: Call to a member function fetch_assoc() on a non-object in /home/secure/public_html/include/classes/defines.class.php on line 7"

**Hawkmeister** · 07-27-2009 07:14 AM

Down for me too. I placed a ticket via the main website. Could not launch VPanel either.

P.S. I'm in Maryland.

**Brody** · 07-27-2009 07:19 AM

Back up now, for me. I did get the "not a working number" for about an hour this morning, though...

**VOIPoTim** · 07-27-2009 07:20 AM

There was an issue with our database cluster causing this. This has been resolved now. We're still investigating the cause.

**VOIPoTim** · 07-27-2009 07:35 AM

Originally Posted by Good ol Dan

FWIW, I have had numerous instances of the "number is disconnected" messages on my VoIPo EXpress line over the past couple of weeks. Some lasted for hours, and then just resolved themselves. Support tickets were opened, but no real resolution... the tickets got closed.

Dan

Dan,

Could you PM me your ticket numbers so I can look into this more for you later today?

That's not normal with Express at all. We run HostGator and thousands of other clients on that service so there definitely aren't constant outages with it.

Since there's no adapter involved it's not a router issue or something like that, so it sounds like there could be something more going on with the number in question if you're seeing regular issues.

**ksarpong** · 07-27-2009 07:29 AM

Yea, the issues are now resolved. I'm also on the east coast, New York to be precise.

Thanks.

**samham** · 07-27-2009 09:58 AM

Tim,

Could you confirm the duration of this outage (I'm showing 02:33:51am-09:07:12am) and will you be issuing refunds for the outage minutes?

Sam

**Russell** · 07-27-2009 06:45 PM

Originally Posted by samham

Tim,

Could you confirm the duration of this outage (I'm showing 02:33:51am-09:07:12am) and will you be issuing refunds for the outage minutes?

Sam

Quite frankly I don't think refunds are needed - as little as most of us are paying for the service.

**Xponder1** · 07-27-2009 08:26 PM

Originally Posted by Russell

Quite frankly I don't think refunds are needed - as little as most of us are paying for the service.

This ^. We do not need a refund. If you can not deal with a little down time you need a pots line.

**burris** · 07-28-2009 04:20 AM

Originally Posted by Xponder1

This ^. We do not need a refund. If you can not deal with a little down time you need a pots line.

Not only do I agree with you, but even POTS has problems.

About 3-4 days ago, my friends, knowing my background, call me whenever anything goes crazy with their phone service. These are people who wouldn't think of VOIP. I tried..
Sure enough, ATT/BellSouth was having problems where calls would not connect. It was short lived, but I did not see hundreds of posts anywhere complaining or asking for a 10 cent refund..