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Day 4 of Webs.com Outages And It’s NOT Getting Any Better!


This is an update thread for day 4 of this service outage by Webs Inc. These updates continue from the previous day.

UPDATE: Yesterday, Webs added antivirus issues to the problem, but that theory would easily be scrapped late in the day.

More updates as they become available.

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Discussion

30 thoughts on “Day 4 of Webs.com Outages And It’s NOT Getting Any Better!

  1. Red Jackson replied 13 minutes ago Our IP addresses are ‎216.52.115.51. We’ve found that we’re blacklisted by something called Tiopan. See above description. This would also explain why there is a break in the link of communication between us and the servers at Webs. I have to go to bed; it’s midnight.
    I’m still hopeful 1 Comment Add a comment ..
    Remove
    Jessie Sturm commented 11 minutes ago
    THE PROBLEM HAS BEEN FOUND!! Now what can webs do about it is the question. ( Delete or Edit) .
    Remove
    Robert Harris commented on January 17, 2011 07:05
    HERE IS THE SOLUTION! ( Delete or Edit) .
    Remove
    Robert Harris commented on January 17, 2011 07:06
    THANK YOU! ( Delete or Edit) .

    Posted by siempreviva2003 | January 17, 2011, 1:24 am
  2. Just thought you guys might like to be aware…

    The block by Tiopan is completely irrelevant. What you’re looking at is an email blacklist, which only has an effect if you’re running an email server based on that IP address and will only affect EMAIL (ONLY, not basic web traffic) coming FROM that IP address and only when sending to providers who actually use Tiopan as a third party spam filtering company.

    Mxtoolbox.com is specifically a site to check on email issues, thus MX Toolbox, where MX is the type of NS record regarding mail servers.

    Just thought you might like to know before you continue barking up the wrong tree and giving webs.com another group to erroneously blame.

    Posted by notyou13 | January 17, 2011, 1:36 am
  3. Also, the issue with webs.com is very specifically an issue with routing to IP 216.52.115.51. One of these days, webs might actually take responsibility and check with THEIR OWN provider to figure out why routing is dying when specifically going to that single IP. This is why webs.com and members.webs.com works but your own sites don’t. Webs.com is 216.52.115.15, members.webs.com is 216.52.115.20, while all the sites that are down are on 216.52.115.51.

    Posted by notyou13 | January 17, 2011, 2:01 am
  4. Jake: Instead of calling me an idiot, do your own research into what I just said. Believe it or not, I’m actually trying to help you. The mxtoolbox blacklist lookup is 100% email related. Since you’re insisting on using publicly available material, a simple google search can easily confirm that to be the truth.

    I’ll even get you started with a little insight into the name of the website you used to show the blacklist.
    http://en.wikipedia.org/wiki/Mx_record

    Posted by notyou13 | January 17, 2011, 2:12 am
  5. To all my Canadian Counterparts! I have reached out to the Toronto Sun. I urge you do to the same, we all know this is the right outlet for this story!!!

    Toronto Sun,
    cc: Cecile Gagnon, Tommy Pham, Jake Leonard

    Hi there, I live up in Midland Ontario. I’ve been frustrated as hell all weekend dealing with one of the largest online web hosts on the world, webs.com.

    On Friday, January 14 2011 millions of internet users were denied access to websites hosted by http://www.webs.com. Webs.com claims to be one of the top 150 most visited websites in the world, boasting 20 million users and 50 million web sites.
    The only help webs.com is offering is through a single thread of conversation in a support forum. Unfortunately, the design of this particluar site only allows users to view the last 15 items posted, causing mass confusion and frustration for webs.com clients. This frustration only mounted as webs.com online support technicians asked their 20 million users to call their OWN Internet Service Providers if they were experiencing problems viewing their sites.
    I happened to land in the thick of this frustration, actively on the single chat forum, trying to figure this out.

    This company with 20 million users around the world responded to the “black-out” by saying we ALL needed to contact our OWN Internet Service Providers, and to POST our personal trace routing information (including our IP addresses and the URL’s for of what some considered to be our private websites). Webs “collected” this information but also admitted they ALSO only have access to the last 15 posts as well. Hence the mass confusion.

    Anger ensued – why would our ISP’s be the problem? Why shoudl WE call them? What about the ISP’s our site visitors use? Did webs.com expect we would tell our site members to do the same? The online support team was clearly not equipped to handle these types of questions and started what almost seemed to be a “chat” war. They combatted every post that was negative by passing blame on our ISPs and eventually ended up insulting their clients and making many feel like their privacy was being compromised.

    Webs.com held their stance of NOT initiating communictaion with ANY ISP for 2 days. They provided an email address for us to provide to the single tech support reps we call… Mine in a little office in Southern Ontario, they didn’t even know where to start.

    Upon speaking to my ISP, Bell Canada, I was informed that when tracing my site, Bell was able to send the connection as far as it could go until it hit another server, which I shared multiple times with webs.com. This info was never acknowledged until I finally got ANGRY and decided to make myself known to the webs.com staff. Bell confirmed with me that webs.com sites were not even able to be viewed at Bell’s offices, indicating a nation-wide blackout (which coincides with the information we’ve gathered so far). I posted Bell’s general support team email address and made it known that I would make sure the webs.com community knew that NO ONE using Bell Canada could see a webs.com user site, which meant MILLIONS.

    They responded by asking me for my personal trace route information AGAIN – and then without my knowledge, emailed this to Bell Canada and posted the entire email on the webs.com support forum for all 20 million users to see. At first I was happy that they were taking SOME sort of action but after some research i realized Bell, Comcast and AT&T were the only ISPs contacted, all by general email. There is a confirmed list of up to 90 ISP’s affected by this black out.

    The main concern most of us have is the manner in which this was handled. They had thousands of confused people reading only 15 posts at a time, and they dug themselves a HOLE. The manner in which their online tech support reps handled this situation has many astounded and people are leaving webs.com in droves.

    I am DETERMINED to hold this company accountable in helping find a solution. If it IS the ISP’s, then webs.com has an accountability to their 20 million clients to work with them.

    Among the mass confusion, a few of us started noticing that the support team were deleting user posts that were not offensive. We have banded together and publicly posted the correspondence between the webs team and their clients.

    The support forum (only latest 15 posts will show): http://support.webs.com/webs/topics/website_wont_load-nuy61 – You will notice that the last attempt the company made to communicate any updates was with MY email to Bell Canada, it is the trace route listed at the top. At the moment, this email will determine whether or not Bell users can view their sites. (I post as StephanieB)
    Here is the blog where you will find the OUTRAGEOUS written statements from this worldwide company here (I post as CanadianSteph): https://wwpmmedianet.wordpress.com/2011/01/16/third-day-of-service-blackouts-coming-upon-us/
    Myself and a few other frustrated users are manning a facebook page was created to help sort trhough the mess webs.com is telling us: http://www.facebook.com/home.php#!/home.php?sk=group_147102905344184&notif_t=group_r2j

    As of right now, NO ONE who uses Rogers or Bell can view any webs.com user created sites – Webs claims they are one of the top 150 most trafficked website in the world – which means millions are unable to view these sites, run their business, organizations or private websites. I have asked and asked again for the company to at LEAST put out some sort of a press release to let the millions of people affected by this know… They refuse.

    We need HELP! Please read the forums/blogs associated and you will be absolutely disgusted. Thousands of Canadians are losing money every moment and some of them don’t even know it yet! Many are turning to the Better Business Bureau and I wouldn’t be surprised if you start to hear about it more now that it’s a Monday morning and businesses will start to notice their sites aren’t working – we expect a day of hysteria. A few of us are actively tracking the confusion.

    There are a few of us on an email thread, I have cc’d them.

    Thank you!
    Stephanie Blakey
    ______________________

    I will update further!

    Posted by canadiansteph | January 17, 2011, 9:38 am
  6. Found this interesting just now:

    John Jourdan replied 14 minutes ago We have told you what the problem is with the situation at tiopan.com.Tell me you guys still aren’t out there fishing for other problems. 3 Comments Add a comment ..
    Remove
    Caroline, (Official Rep), commented 10 minutes ago
    John, tipoan.com appears to be a service for email filters. This appears completely unrelated. It doesn’t appear to be a filter used by Comcast and other major ISPs.

    The Comcast rep indicated that there is a network setting pushed by AT&T the other day that is causing the problem. It seems as though they are working on resolving that issue. ( Delete or Edit) .
    Remove
    John Jourdan commented 4 minutes ago
    So why is our IP’s at Webs 216.52.115.51 blacklisted. ( Delete or Edit) .
    Remove
    Caroline, (Official Rep), commented 2 minutes ago
    It looks like an email blacklist of some sort. If you’re having trouble sending emails, that might be an issue. Honestly, that site doesn’t appear to be a major 3rd party filter that AT&T, Verizon, and Comcast would be using.

    I did forward the info to the head of marketing, as an email filter would be something they would want to look into. I am going with the Comcast rep on this one, as they found a network setting by AT&T that they stated is causing a problem. It may just be that it will take some time to fully reconfigure. ( Delete or Edit) .

    Posted by canadiansteph | January 17, 2011, 9:50 am
  7. If I was hosting 20 MILLION websites..I surely woudn’t be so diminuative, mousy, and small potatoes about it…I would be ROARING like a Lion and my legal dept. would be salivating like a pack of Starving Wolves!

    Posted by siempreviva2003 | January 17, 2011, 12:44 pm
  8. Trust has been obliterated. How can anyone truly operate a business with the constant worry of “will this ever happen again” looming over them? Well, I can say I speak for many of us when I say we have enough to worry about and this is the LAST thing we needed to worry about. Some of our businesses have been brought to their knees and some have ceased operating entirely! To WEBS.COM these sites may just be websites to them. What they fail to recognize, is the livelihoods and the income they provide to support our families, employees, and their families, and the other businesses we sustain by purchasing all those things we need to operate…It is so much BIGGER than they realize. I myself, having recognized this issue, have stated that I would “ROAR like a lion” on account of this reason alone. Webs.com WAS a decent service to those of us looking to keep expenses down so we could re-invest in our businesses as we projected our growth, even in these economic times. IF webs.com would have ROARED, they would have gained many valuble PAYING customers who would have immediately recognized that Webs.com really does have their back and would have been appreciative of the security that a provider who knows how to throw their muscle around and ROAR when they need to….We got SHREWED!..*squeak*

    Posted by siempreviva2003 | January 17, 2011, 1:54 pm
  9. Send to Toronto Sun on Jan15/2011

    For the past four days, servers at webs.com have not been able to access their websites. Webs.com is a free website hosting company which allows users to build, create and design websites with the help of templates tools, and add on’s. Webs.com claims to be one of the top 150 most viewed websites in the world. Boasting over 20 million users and 50 million websites.
    What does that mean for us? 50 million websites are down with no access. What is webs.com doing about it? Blaming AT&T and Comcast. Official representatives on a single forum trying to help there millions of users are claiming that it’s an ISP issue. They are asking users to publicly post their IP information, ISP information and their fire wall protection information.
    They have been rated an F in the Better Business Bureau with a total of 19 complaints up to date and more pending. They are not an accredited business, and finding any type of information for them is very difficult.
    I have sent emails at different levels of their development team with no reply as of yet.
    When I ask for comments to be address in the public forum. My comments are automatically deleated, stating that I am not adding any new information. The webs.com Official Representatives on this forum have also been insulting and dismissing their customers on the forum. Calling us all not “real customers” and that this forum is just a courtesy and that they are doing us a favor by being there. Even though no questions are being answered, the issues are not being address.
    After wasting my entire week-end on trying to resolve the issue with my website, which is my direct link to my business, I have decided to reach out the media for help. Most of the people who have a website hosted by webs.com are small business owners or non-profit organizations. We are being ignored and treated unfairly by this company. We have all lost potential customer sales, or donations.
    This is an ongoing issue that has not been address properly. I am asking for your help in this issue. I am an avid reader of your paper, I have quoted your paper often in my personal blogs. I know the Toronto Sun team gets action in regards to problems.
    Thank you in advance for you time.
    Regards,
    Cecile Gagnon
    cecgagnon@hotmail.com
    http://insidelookat.blogspot.com
    https://wwpmmedianet.wordpress.com
    websfrustratedcustomers@groups.facebook.com
    The above are links to public forums some of us have created with updates on the situation.

    Posted by kulthum | January 17, 2011, 2:14 pm
  10. If I may Caroline just get an official statement from webs.com so that I can foward it along as well to others who are looking into this issue. I mean what I’m looking for is a formal statement on what exacly webs.com is doing other than advising it’s users on this forum to contact their ISP.
    Is what I asked in the forum a few minutes ago. I did not get a response from Caroline, however CT said this:
    The official statements are the updates Cec.
    Cheers is what CT said

    Which could be translated to “no comment”.

    In earlier post I pointed out that both CT and Caroline ( I refused to use he or she as it is not been confirmed who these people are and if in fact they are people) have been ignore those of us who have been in the forum for the past four days. They both commented that they were not ignoring us they just had many comments to tend to.

    Going by what CT just responded to my latest question, and the lack of response on the part of Caroline. I would say I’m being ignored.

    Nearing the end of day four with no resolotion in sight. And no official comment to offer on behalf of the webs.com team. I do think that some more drastic measures should be taken such as legal action. Many of these users have small business that they use the website to operate, others are non-profit organizations. For them this is not just a “website”, it’s their entire income, or support group for their organization.

    Will keep posting as new things develop.

    Posted by kulthum | January 17, 2011, 8:11 pm
  11. Caroline, (Official Rep), commented 27 minutes ago The servers are working. The sites are being delivered up. If you use the webpage optimizer link I provide above, you will see that your pages are being delivered by our servers.

    The ISPs need to identify the cause of the blockage, and it’s clear that they are not all on the same page, as users are hearing that the problme has not been reported before (!) and we know many users have already reported these problems

    provided by Robert Harris

    Posted by kulthum | January 17, 2011, 8:13 pm
  12. CT, (Official Rep), commented 9 minutes ago
    I am not trying to get a hold of anyone any longer. As I stated in prior responses and the updates, it is the weekend and a holiday. I have told ATT of the issue as well as emailed. Please read the updates. Media, sorry there is nothing furtherto state to you. You are obviously not open to anything being stated and flip flopping on your comments. As stated in the past, if you would like for me to help you seek other Webhosting services, I will gladly help. Please provide your site address so I can see what I can do for you.

    Post provided by Shad Hovey who adds this comment
    the fact that a person like Ct is the manager of support for webs.com speaks volumes. He has a horrible attitude he would rather help someone find a new hosting service then actually get on the phone and do his job. For days we have been told by Caroline that he is constantly on the phone working with att or an isp. I am done believing one word from these two.

    Posted by kulthum | January 17, 2011, 8:24 pm
  13. Shad has also added: Catherine is the Manager of forums for the company CT is the manager of support. Yet we are asked to have our isp level two support teams email webscatherine@yahoo.com. There is no way that the isps are gonna care about a problem that webs.com cares little about, nor takes zero resposnibilty for.

    Posted by kulthum | January 17, 2011, 8:28 pm
  14. Media from the webs.com forum has also posted this:
    there are lots of problems Alycia, and the Webs folks have only basic answers. The internal working of the sites is jumbled up. I had to reload all my home page images with not 100% efficiency after changing to freewebs to access the site at all. There is also the issue of asking customers to solve the problems thru their ISP’s when clearly they haven’t been able to get anything definitive from them themselves. It could be a large condor clutching the signals out of the air for all the Webs employees know because they haven’t gotten any useful information at all from the ISP’s themselves. I am disgusted after feeling hopeful earlier today. It’s just so many days without an proven cause of the problem, and a timeline for rectification. ( Delete or Edit)
    For another webs.com users.
    To which CT answered this:
    Media
    Again, would you like for us to help you move elsewhere? Posting in this topic incorrect information does not help anyone. Our responses have not been basic. ( Delete or Edit)

    If you follow the forum as I have and as others have for the past four days in search of answerers as to when this issue will be resolved and when we can expect our sites to be back up and running. Media’s statement in the forum is not incorrect by any means necessary. He is actually speaking on behalf of those of us who are no longer welcomed to make comments in the forum.

    Posted by kulthum | January 17, 2011, 8:53 pm
  15. Stephanie B. posted:
    WHY WOULD AN AT&T NETWORKING BLOCKAGE EFFECT EVERY CANADIAN ISP?
    Yes, your posts are truncated – we get that. Maybe if you posted more updated that WERE NOT truncated, we wouldn’t have to ask the same questions over and over!!
    I am so upset that I supplied my personal IP, website and server information on this site just for you to POST it for the world to see… Only to follow up with “we are only focusing on AT&T.” MY trace route is on YOUR updates on the top of this page and you posted it to shut me up.
    It’s NOT WORKING!

    I’m like a privacy lawsuit is coming on
    TAKE MY PERSONAL INFO DOWN IF IT IS NO USE TO YOU OR ANYONE ELSE. MY PRIVACY IS BEING VIOLATED and so has EVERYONE ELSE’S that has been asked to supply their info on a PUBLIC FORUM.
    GET WITH IT WEBS! ( Delete or Edit)

    Waiting a response from the webs.com team

    Posted by kulthum | January 17, 2011, 8:56 pm
    • They delete that! And wrote me this:

      “Stephanie, Feel free to post to your Facebook page or to the blog you guys have created. However, we can not continue to go through this with you. You are not open to the explanations. Therefore, we can no longer offer or continuously answer your s” (I would love to know what they wanted to say here)

      I responded with:

      You DELETED my post where I expressed my PRIVACY concerns?
      Did you know that the Better Business Bureau has an “F” rating on you??
      I WILL continue to post on the facebook page you have referenced – the one I made. Thank you – I hope you enjoy the reading.

      This is MY last straw.

      Posted by canadiansteph | January 17, 2011, 9:07 pm
      • And now this…
        From Webs:

        “Yes your comments are being deleted because you are not trying help others. You are simply trying to cause mischief. ”

        I want my private info ON YOUR UPDATE TAKEN DOWN TODAY! Mischief? Are you kidding me? You have my IP and website and all my server information available for everyone to see at the top of this page?? Take it down!

        ________
        No answer as of yet

        Posted by canadiansteph | January 17, 2011, 9:23 pm
  16. The official response to Stephanie B. post about her privacy was just to delete it. She then wrote this in response:
    You DELETED my post where I expressed my PRIVACY concerns?
    Did you know that the Better Business Bureau has an “F” rating on you??
    I WILL continue to post on the facebook page you have referenced – the one I made. Thank you – I hope you enjoy the reading.

    The official reps. have said they are not ignoring their customers. After reading this I will allow you to be the judge.

    Posted by kulthum | January 17, 2011, 9:06 pm
  17. I will be writing a full paged article on this issue at http://insidelookat.blogspot.com
    As well as keeping you updated here.

    Posted by kulthum | January 17, 2011, 9:08 pm
  18. ATTN: Webs.com
    Hello,
    As you have afforded to Stephanie B. the removal of her personal private Information from the heading of this forum. I respectfully demand that you Please REMOVE My personal information from the top of this page. It has served it’s purpose and has no reason to be displayed for the Criminal minds of the world to see.
    Govern Yourselves Accordingly,
    Robert Harris

    As well as Stephanie B.
    From Webs:

    “Yes your comments are being deleted because you are not trying help others. You are simply trying to cause mischief. ”

    I want my private info ON YOUR UPDATE TAKEN DOWN TODAY! Mischief? Are you kidding me? You have my IP and website and all my server information available for everyone to see at the top of this page?? Take it down!

    webs.com is now in violation of privacy issue. I’m not sure what more I can say to this. This company has deffinetly gone over the top with this one.
    At the top of the forum they have posted many personal IP addresses along with users personal infomation. Which has stayed there for four days. They have yet to have taken this information down.
    Naturally here we are protecting the rights of those involved by not copying the post to show. Simply explaning the issue.

    Posted by kulthum | January 17, 2011, 9:20 pm
  19. From Webs:

    “Yes your comments are being deleted because you are not trying help others. You are simply trying to cause mischief. ”

    I want my private info ON YOUR UPDATE TAKEN DOWN TODAY! Mischief? Are you kidding me? You have my IP and website and all my server information available for everyone to see at the top of this page?? Take it down! 1 Comment Add a comment ..
    Remove
    Caroline, (Official Rep), commented a minute ago
    Stephanie, I removed the comment. Please be aware that YOU posted this information yourself, and it was provided to the hundreds of users who are following this topic.

    I’m not sure why you’re upset that the comment is here, when you yourself posted it.

    I know you’re angry, but trust me — we are here, with you, providing as much info as possible. I’m on the phone (on hold) currently myself, with AT&T. We are doing everything possible to assist you. ( Delete or Edit) .
    Remove
    Stephanie B commented on January 18, 2011 03:34
    You’re doing everything possible to assist your American clients.
    Thank you for taking my posts down, however I do hope you understand that deleting a PRIVACY concern looks awful for webs. My concern was not mischief, I have stayed out of this forum for a day and a half and my FIRST post today you deleted.
    the blog we created is so that we don’t lose the messages that are truncated – Has webs come up with a similar backup system? ( Delete or Edit) .

    Posted by canadiansteph | January 17, 2011, 9:34 pm
  20. Stephanie, I removed the comment. Please be aware that YOU posted this information yourself, and it was provided to the hundreds of users who are following this topic.

    I’m not sure why you’re upset that the comment is here, when you yourself posted it.

    I know you’re angry, but trust me — we are here, with you, providing as much info as possible. I’m on the phone (on hold) currently myself, with AT&T. We are doing everything possible to assist you. ( Delete or Edit)
    This is Caroline’s comment to Stephanie.

    Stephanie B. says:
    You’re doing everything possible to assist your American clients.
    Thank you for taking my posts down, however I do hope you understand that deleting a PRIVACY concern looks awful for webs. My concern was not mischief, I have stayed out of this forum for a day and a half and my FIRST post today you deleted.
    the blog we created is so that we don’t lose the messages that are truncated – Has webs come up with a similar backup system

    Posted by kulthum | January 17, 2011, 9:36 pm
  21. Article updated on http://insidelookat.blogspot.com

    Keep in touch for more updates as they come in!

    Take care all.
    Cecile (or cecgagnon from the webs.com forum)

    Posted by kulthum | January 17, 2011, 11:09 pm
  22. I did this traceroute of the webs.com domain and it times out at Internap.

    New Wave Communications->Quest->NTT Communications->Internap……

    You might want all 30, but what’s the use? It timed out after 13 hops.

    Final locations before next hop to another provider or timeout:
    New Wave Communications: Taylorville, IL
    Quest Communications: Wichita, KS metro area
    NTT Communications/NTT America: Englewood, CO
    Internap Network Services: Washington, District of Columbia

    Okay, I’m confused. So are your servers hosted in Washington, D.C.? Or is it just timing out just short of Webs.com headquarters?

    Posted by Jake Leonard | January 17, 2011, 11:21 pm
  23. On day 5 and still no resolution…

    Posted by siempreviva2003 | January 18, 2011, 12:10 pm

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