help!

When I cannot be contacted…

If you have an urgent problem and cannot get a response from me, please read this page first.

If you then still need help, please do one or all of the following:

  • phone your hosting company for advice
  • contact me by email putting the word URGENT in the subject line
  • contact one of the IT support consultants at bottom of this page

Hosting Company System Status:

The links below are the system status pages for the various hosting companies I use. Using these, you will be able to see if there is a general server problem. If the web hosting is in your own name, you will be able to contact them with support queries yourself. Note that if I set up the hosting for you, then I will have sent you your account details when the site went live.. so please check old emails before asking me for them. I will not have access to your details if I am away from my office.

123-reg
GoDaddy
LCN
Justhost
1and1
Namesco
For clients with Extendnet, please see next paragraph.

Extendnet

Extendnet’s status page is only available when you log in, so if it is in my name I am afraid you won’t be able to see it. If this is the case and you have an urgent query when I am uncontactable, you can try emailing them on support@extendnet.co.uk (but don’t expect a response). They have no phone number.
I no longer use Extendnet and cannot accept any responsibility for their system issues. If you are still with them, it will be for one of the following reasons:
1) Your website is very basic and not essential to you*
2) You have decided to stick it out and take responsibility yourself
3) You have ignored my warnings
Extendnet are currently completely unresponsive to support tickets, so if there is a problem with your site there is literally nothing I can do.

(*Note if you are in the basic/non-important website category and something happens when I am on holiday (for example), then I will be able to address the issues when I get home and plan your best course of action.)

General note about my emergency support and advice

I am only me, and so I obviously cannot offer 24/7 support! And I do not work on websites full time, nor do I work every day of the week. However, if you read my testimonials you will see that I am known for my quick response times and willingness to help.

In the unlikely event that something does go wrong, although I will always do my best, you must always be aware that situations can happen that might be out of my control .. for example complex hacking incidents or companies going out of business. Whilst I try and put systems in place to prevent and/or minimise the impact of such events, I definitely don’t guarantee to prevent them, nor to be able to fix them at a speed of your choice.

Help – my website is down!

I always say to people don’t worry, go and make a cup of coffee and check again in half an hour. In 95% of cases, you will find its all OK again (that statistic is made up by me, but you get the picture).

If not, then first thing to do is check its not your own internet connection, or your own machine. Clear your browser history and try again. Then try on another machine or on your phone

If still not working, check your hosting company status page (see top of this page)

If still not working, contact me.

Help – my email’s not working!

Most likely it will be a problem with your internet, so wait for half an hour and then try again. If you are still sure it isn’t working, do a few tests before calling me so that you can tell me whether it is SEND or RECEIVE that isn’t working (or both). Check your website to see if that is working. If emails are bouncing back with an error message, please write the message down so you can tell me. The more information I have, the more likely it will be that I can help you.

It is almost impossible to solve intermittent issues, so if you have a problem that is happening just now and again, please keep a log of the times it happens and collect as much information as possible.

If still not working, check your hosting company status page (see top of this page)

If you still have a problem and cannot get hold of me, please call an IT support consultant. I can recommend these two highly:

Suzanne Miller – 07876 222498

David Charles – 07960 414921