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This is a bluehost question posted by Davehudsn on 26 November 2008

I am shocked that the entire BlueHost community is not up in arms (at least those affected by this weekend’s server move). For the first time, i sent an email to Matt@bluehost.com and i haven’t heard zip back. Below is my email. It looks like the user community needs to speak up on this one to get a response:

Subject: Feedback on this weekend’s Server Upgrades

Matt,

I have been a customer of BlueHost for many years now and have multiple accounts with you. I have always admired your company, your support, and the way you proactively communicate and handle situations.

I have never sent in an email before, but I felt that I needed to based on what was performed this weekend with the “server/account moves”. There are a couple of aspects of this weekend that went horribly wrong:

1) Lack of communication: BlueHost sent out an email notification, literally 8 hours or so before the upgrade. This does not give us time to prepare/backup our sites.
2) Lack of Understanding of the changes: It is quite clear that your team did/does not have a clear understanding of what impact their changes had this weekend. There are three distinct examples:
a. Shell access broken: When the move was done, it turned off all shell access for those accounts moved.
b. “Home” Directories changed: For example, my root is now “/home6/hdscorp/” instead of “/home/hdscorp/”. This pretty much broke every site, file repository, etc that I have with EVERY domain I have hosted. I have spent all morning trying to clean this up as all my sites “relative path” changed.
c. Configuration Changes: During the move, it looks like you pushed out new (or overwrote our existing) php.ini files in our root directories. This has also caused major problems when applications start breaking.

In short, I think you owe us all an explanation of why this was so suddenly done and why it was so poorly thought out. As always, your support staff was very responsive and helpful. I am sure they will soon be overwhelmed, and they will not be able to fix all problems for everyone. I have always recommended BlueHost to everyone I meet, but if this is an indication of future operations, I will have to rethink my future hosting need.

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