2021-04-10|Internic.ca's Hosting Service

To whom it may concern

• Since 2000, I have had my domain "hyperinfo.ca" hosted by what Internic.ca calls Clustered Hosting plan: Innovator. Today, I received a message from "hyperinfo.ca Support" <no-reply@hyperinfo.ca> entitled "Access Expired for your Gs.sunatori@hyperinfo.ca". Coincidentally, my website "hyperinfo.ca" experienced FTP access problems from FileZilla.app.

• Please let me know if the message is legitimate or it is spam/scam.

  

• Thank you very much for your attention.

To whom it may concern

• ftp.hyperinfo.ca is inaccessible due to temporary misconfiguration of the FTP cluster. HELP!!!

  Bugzilla.app
  Status: Resolving address of ftp.hyperinfo.ca Status: Connecting to 107.23.219.116:21... Error: Connection timed out after 20 seconds of inactivity Error: Could not connect to server Status: Waiting to retry... Status: Resolving address of ftp.hyperinfo.ca Status: Connecting to 107.23.219.116:21... Error: Connection timed out after 20 seconds of inactivity Error: Could not connect to server

• 18 hours after filing the report, ftp.hyperinfo.ca remains inaccessible!! HELP!!!

• Thank you very much for your attention.

To whom it may concern

• I cannot connect to my domain "hyperinfo.ca" now. I was able to connect earlier today. HELP!!!

• Please note that despite Internic.ca's assurance that the problem has been fixed for good, identical problem keeps coming back again and again and again.
  • ...
  • ticket #392544
  • ticket #392605
  • ticket #395992
  • ticket #402694
  • ticket #468612 = ticket #468614

• Here is the solution.

  Date: 2021-08-30 Subject: ticket #395992

  Thank you for contacting Internic yesterday. Our second level support team investigated and resolved the FTP issue. They confirmed that the problem was caused by an improperly configured network interface on the FTP load balancer. Symptoms would be an error like "Could not connect to FTP server" for the large majority of attempted connections. After re-initializing the network configuration, connections now complete without issue.

• Thank you very much for your attention.

To whom it may concern

• Since I was desperate last night, I also reported the problem on the phone at <tel:+1-866-642-1232>, and it became ticket #468614. The agent kindly agreed to escalate the bug to Internic.ca's second level support team.
  • ticket #468612 = ticket #468614

• As of now, however, the FTP access issue has not been resolved. HELP!!!

• I have waited for 1 full day, and there is no resolution in sight. Please have Internic.ca's second level support take action ASAP, and make sure that such misconfiguration will not happen again in future.
  • Fix to be made according to Internic.ca: "the problem was caused by an improperly configured network interface on the FTP load balancer"

• Thank you very much for your attention.

To whom it may concern

• In desperation, I sent an e-mail message directly to Internic.ca's President & CEO. The FTP problem was fixed mere a couple of hours later. Thank you!

• So, my traumatic episode is finally over. However, please do not close the ticket until permanent solution is implemented!!

• Thank you very much for your attention.

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"Sunatori, Go Simon" <GS.Sunatori@HyperInfo.CA>

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• 2024-12-17T20:53:16.000Z