After 3 years as a very happy LP customer, I have to say I have become very concerned about their support. It is now Saturday afternoon and I am still waiting for resolution on a problem at LP that keeps 10 of my 13 of my Joomla website clients from adding or editing content using a wysiwyg editor. All 10 accounts that are adversely affected are on my reseller account on the Nimas server. This problem was reported via trouble ticket on Thurs. afternoon. It took 6 hours for support to get back to me with questions that were basically "answered" in my original posting. It's now nearly 20 hours since I was told it was getting kicked over to server admins to be investigated and fixed. I have asked for updates and have heard nothing back. I am *not* happy.

OK this is not a posting looking for tech support on this problem, this is an email telling LP that my confidence has been greatly shaken in their ability to communicate with me, investigate and solve my problem in a timely manner.

Look I am a web developer. I build Joomla sites exclusively. I use the Reseller pgm to help me in managing 10 sites and growing. My clients pay me for hosting and they pay me when I need to patch software, fix something that has gone wrong or clean up a hacking. I am a geek but not a certified network admin. I wear multiple hats (sales, marketing, web project mgr., graphic artist, training, tech support, web master, etc...). I do not have the time to learn *nix server management. Thusly I am leaning on LP to cover this for me.

I do not need a reseller pgm for cheap hosting! I need the reseller pgm at LP to act as a subcontracted partner. I am using the LP Reseller pgm as part of my livelihood! I want 24/7 *priority* support Phone, email or chat. I mean "right now". I want someone I can lean on when I am stumped and my client is breathing down my neck. I want a enhanced backup service (full and incremental) with a web interface so I can see what's current and restore separate files on my own. I want a built-in sql backup that automates backups of all my separate dbs across all the separate accounts I manage. Cron works but there has got to be a faster, easier solution.

I want to pay for all these things. Please charge me! Just take care of my problems and help me manage this part of my business.  Maybe I need to move into a Dedicated Account but, again I don't want to have to learn how to login with a shell and then figure out what services, scripts etc I need to install and update to make it all stable and secure. I know LP offers a add-on server management service but I need to be really sold that tech support and customer service is better than it is right now.

Please tell what I can do and more importantly what LP can do to address my concerns.

Thank
Jack
affinity av new media design
www.affinityav.com

From: http://www.dedicated@lunarpages.com/ (emphasis added)


So, for immediate support I would start with the dedicated@lunarpages.com site. Also, I'm not sure but there might be another email address resellers can use for support like there is for dedicated customers... not sure though... and chance are if you email support@lp then it will end up having to be escalated to someone who handles the reseller accounts... so best to try and reach them directly if possible...

Hope you are able to get things working again soon...

Rowan,

Yes I have been working it from the Joomla side but my other Joomla sites that are not on Nimas but on other LP servers work just fine. Wed. afternoon the Nimas sites were fine Thurs morning they weren't.   No hacking, no changes on my end other than adding some content.

Regarding replies pushing my trouble ticket back in the que, I'm sorry but that is kinda backwards isn't it. The problem is severe lag in support getting back to me. 12 - 18 hours delays on multiple occassions for this problem. So after about 8 hours I reply thru the web trouble ticket "what's happening" and 10 hours later I hear back that they are still working on it.

I have tried the dedicated chat in the past and as soon as I tell them I'm on the Nimas server they tell me to email resellers@lunapages.com.

your issue has been sent to an admin who is investigating this for you.

You did not reply to sodafox's post regarding the Joomla editors. Did the links solve your problem? As a Joomla user, I'd like to know. The issue sodafox points to has been a bug since the Mambo days. To use the editors, you must log into the backend exactly as your site's defined in your configuration.php file, with, or without the www.

I just tried this for fun on my site by logging into the backend as http://mysite.com/administrator & the editor, which had been working stopped working. I then logged in http://www.mysite.com/administrator & the editor worked fine.

When we share the results of our experiments on these forums, we all learn much faster. Perhaps in your case, there were other issues, which we'd either like to help you with, or know about. Thank you.