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CGI webspace gone missing. Plusnet dont seem to be able to resolve

mjpovey
Newbie
Posts: 1
Registered: ‎15-06-2016

CGI webspace gone missing. Plusnet dont seem to be able to resolve

I recently tried to access the blog located on the cgi webspace ccgi.csradionics.co.uk with no avail.  I accessed through the plusnet cgi webspace tools and could do so, however the disk usage tool (setup / environment tab) says 'The DNS server returned Name Error: The domain name does not exist.'

 

I reported this to plusnet but in 3 weeks have no resolution.  ticket train shown below but it appears to be the same issue as cjseymour had at the beginning of May 'Cannot access my webspace, Plusnet don't seem to be able to fix it'

 

anybody have any ideas on how to resolve?

 

many thanks

 

 

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Question #126514997 - Your Feedback

< Back

 
 
[CSA Removed] - CSC Analyst
4:37pm, Thursday 26 May 2016
Dear Mr Povey,

internal

unable to access the link below

http://ccgi.mjpovey.plus.com/wordpress/

can you please check if it is an issue from our side and please let Mr Povey know



Kind regards,

[CSA Removed]
 
 
[CSA Removed] - CSC Analyst
2:02pm, Saturday 28 May 2016
escalating to correct pool

Kind regards,

[CSA Removed]
 
 
[CSA Removed] - CSC Analyst
4:25pm, Saturday 28 May 2016
Dear Mr Povey,

Thank you for getting in touch.

I have checked your webspace and I have been unable to locate any issues. Unfortunately as wordpress is an additional application that can be applied, this is not something we can support you with.

As such the platform that we offer is working as intended, you may want to check our community forums at the link below if you are struggling as this may be able to assist you further;

http://community.plus.net/forum/LINK

We appreciate your patience in this matter and we apologise for any inconvenience this may cause.

There is no need to reply to this ticket if the matter is resolved. If you wish to close this ticket you can do so via the following link: Close This Ticket. Alternatively it will automatically close in 14 days.

However, if you feel the matter needs further investigation do not hesitate to get back in touch online at http://portal.plus.net/wizard/ if we can be of any further assistance.cause.



Kind regards,

[CSA Removed]

[Email notification sent to: [Removed]]
 
 
Your Response
8:09pm, Saturday 28 May 2016
I do not understand your comment when the disk usage tool on the plus net hosting control panel says that the DNS server returned a name error: the domain does not exist!

How can an external web browser find the page if there is no record in the DNS servers?

Additionally the 'host server' field in the same section is blank. Is this normal?

Michael
 
 
Your Response
8:09pm, Saturday 28 May 2016
Uploaded file attachment.

Name: image.png

Type: image/png

Download Attachment
 
 
[CSA Removed] - CSC Analyst
10:16am, Sunday 29 May 2016
Dear Mr Povey,

Thank you for getting back in touch.

After further investigation I may have found the possible cause for this, however making these changes may remove any files you currently have on our system. I would recommend backing these up due to the possibility of this happening.

Please get back to us when this has been done and we will proceed with this for you.

Thanks in advance for your cooperation.



Kind regards,

[CSA Removed]

[Email notification sent to: [Removed]]
 
 
Your Response
12:22pm, Sunday 29 May 2016
Dear [CSA Removed],

I have carried out a back up of the entire cgi directory of all its files to an local PC.

if you can please carry out your intended solution I would be grateful.

many thanks

[CSA Removed]
 
Your Response
10:53am, Sunday 5 Jun 2016
I have looked for more information on similar issues and it appears to be identical to the following chain on the plusnet forum:


============================================

Re: Cannot access my webspace, Plusnet don't seem to be able to fix it


& #61528; Fix


Accepted by topic author cjseymour

& #8206;02-05-2016 4:43 PM




& #8206;01-05-2016 5:10 PM


Post optionsOptions



Disappointing that nobody has picked up on this but you don't have an active CGI service. If you haven't logged in since the migration to the new platform then we'll have disabled the account.

I've recreated the DNS entries for you so give it 24 hours and then try again

=========================================================


could a similar solution be applied to my account please

Michael povey
 
 
[CSA Removed] - CSC Analyst
11:06am, Sunday 5 Jun 2016
Dear Mr Povey,

Escalating ticket for response



Kind regards,
[CSA Removed]
 
[CSA Removed] - CSC Analyst
2:56pm, Tuesday 7 Jun 2016
Dear Mr Povey,

Thanks for getting back in touch.

I do wonder if this may be the issue that [CSA Removed] has identified, and why he's asked you to back up your files (since he may need to remove the old component and add the new one).

I've emailed [CSA Removed] for confirmation, and he will pick this up when he's next back in the office.

Please do not hesitate to get back in touch online at Contact Us or alternatively, you can get answers to most questions using our support pages by going to Help and Support where you can find helpful guides for most issues.



This Question is now on hold until Saturday 11th June at 7:00am.

Kind regards,

[CSA Removed]
 
 
Your Response
5:11pm, Thursday 9 Jun 2016
The Question 126514997 has been released from hold and sent back to CSC - Hosting

I am not happy with the delay in resolving this matter. The blog has been offline for a significant length of time with little or no perceived action by plusnet. I have been using plusnet for a long time now and the CGI space for 12 years without problem, but this issue is starting to make me consider moving elsewhere.

From posts on the community forum the problem isn't isolated to me and I don't understand why the fix as indicated in my previous post cannot be applied.

I would be grateful if after two further phone calls somebody at plusnet could update me with a progress report and a solution that is being put in place.

yours

Michael Povey
 
 
[CSA Removed] - CSC Analyst
2:00pm, Friday 10 Jun 2016
Dear Mr Povey,

Thanks for getting back in touch.

As discussed previously, I have raised this account for [CSA Removed]'s attention, and he will update you wen he's back in the office.

There is no need to continue to chase this in the meantime.

Please do not hesitate to get back in touch online at Contact Us or alternatively, you can get answers to most questions using our support pages by going to Help and Support where you can find helpful guides for most issues.



This Question is now on hold until Saturday 11th June at 7:00am.

Kind regards,
[CSA Removed]
 
Script User - Automated Script Pool
7:07am, Saturday 11 Jun 2016
Question [ 126514997 ] is now off hold. Our Support Team will provide a further update soon.
 
 
[CSA Removed] - CSC Analyst
6:09pm, Saturday 11 Jun 2016
Dear Mr Povey,

Thank you for your patience.

I am sorry for the delay. My initial thoughts on this were incorrect so did not work as I would have hoped. I will need to chase this up with one of the lead network engineers to get their thoughts on how this can be resolved.

I am really sorry for the inconvenience this must be causing, hopefully I can get some answers Monday.



This Question is now on hold until Monday 13th June at 7:00am.

Kind regards,

[CSA Removed]
 
 
Script User - Automated Script Pool
7:08am, Monday 13 Jun 2016
Question [ 126514997 ] is now off hold. Our Support Team will provide a further update soon.
 
 
Your Response
5:15am, Wednesday 15 Jun 2016
is there an update please. This ticket has been open for nearly three weeks with no resolution or information updates since then.
 
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Moderator's note by Adie (Dvorak) CSA name removed as per Forum rules also personal email address removed