SITE DOWN 4 times in 4 WEEKS - horrible customer service

FOUR times since 22 August that site goes down. 22/08 - Engineer response - Kindly note that the site is loading as per the attached.

Are you still not able to view the site on your end.

If the site is still down, kindly send us a screenshot of the error page.

Kind Regards,

Shadei P

----I then asked for the reason that the site was down.

Engineer response:

Apologies for the inconvenience.

There was an issue with the server last night where our infrastructure team resolved the problem.

Kindly let us know should you still experience any issues on the hosting plan for the domain name blackstonegear.co.za

Regards,

Lee I

08/09/2025 - Site Down Engineer response: Our servers are hosted locally.

Using an uptime monitor which is hosted overseas will not give you accurate results of websites hosted in South Africa and you would need to use a local uptime monitor to get true results.

Uptime monitors may also give you false positives especially the free uptime monitors that can be either rate limited or cause packet requests to be dropped, thus leading to false-positive results on the uptime robot.

International uptime robots are more prone to give false positives as they need to travel internationally and any routing or outage (even possibly from loadshedding) can affect these packet/uptime requests.

Please let us know should you require anything further.

Regards,

Lee I

-- I sent a screenshot of 2 different site monitors that I use and eventually it is investigated.

Engineer response:

We apologize for the inconvenience.

I escalated your query, and the downtime was caused by a router upgrade.

There was a network issue which started at about 1 AM on Saturday 6 September and the network issue was resolved about 5 37 AM.

Please let us know should you require anything further.

Regards,

Lee I

--- My request: I would appreciate, in future, that you investigate an issue before providing me what you think is the cause.

2025-09-10 - Site unresponsive, ticket logged

1 hour later engineer responds: The website is up and running.

Please let us know if you require anything further.

Regards,

Simon M

---My request: I would love to know what happened as this this is the second time in 5 days that this occurred.

Engineer response: There was a temporary network issue.

Please let us know if you require anything further.

Regards,

Simon M

2025-09-15 - Site down again : 15 minutes later - STILL NO RESPONSE