Conversation with IPowerWeb Support

This was my conversation with ipowerweb support today. There is no surprise. Their customer service level is very consistent in the last few years. The conversation was near 1 hour. There are always several minutes to 10 minutes wait between my last sentence and his answer.

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**Welcome to IPOWER! You are number 15 in the queue. Your wait time will be approximately 7 minute(s) and 30 seconds. We apologize for the wait time. Please hold for a site operator to respond. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to

provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**You are now chatting with ‘Steven Davidson’ **Steven Davidson: **Hi . My name is Steven, how are you today? **Steven Davidson: **How can I help you today? **wangjianshuo.com: **Hello **wangjianshuo.com: **My site was transferred to the new platform **wangjianshuo.com: **and I cannot connect to the MySQL server. **wangjianshuo.com: **What is the new MySQL host name? **Steven Davidson: **Okay. **wangjianshuo.com: **My original setting was: ObjectDriver DBI::mysql Database wangjian_blog_2007 DBUser wangjian_mtsys DBPassword DBHost localhost **wangjianshuo.com: **Localhost seems is different database than the shared server. **wangjianshuo.com: **What is the new DBHost setting? **Steven Davidson: **To protect your account from unauthorized changes, can you please verify for me the answer to the Security Question: **Steven Davidson: **While reviewing your account I noticed that you have not set up the Security Question. In order to set the security question, please follow the steps given below: **Steven Davidson: **1. Log into the Control Panel with your account username and password. **Steven Davidson: **2. Click on the link ‘Set Security Question’ under ‘Account Information’ section. **Steven Davidson: **3. Click on the radio button ‘New Profile’. **Steven Davidson: **4. Enter the First Name, Last Name, and set the Security Question and the Security Answer. **Steven Davidson: **5. Click on the ‘Save’ button. **wangjianshuo.com: **OK. Hold on. **Steven Davidson: **Okay. **wangjianshuo.com: **OK. **wangjianshuo.com: **I set it. **wangjianshuo.com: **Can you answer my question now? **wangjianshuo.com: **The database screen shows my MySQL Server Host is: wangjian.ipowermysql.com **wangjianshuo.com: **but I cannot use it to replace localhost. **wangjianshuo.com: **What should I do?

(after several minutes)

**wangjianshuo.com: **Are you still there? **wangjianshuo.com: **I cannot find the setting anywhere on your site. **Steven Davidson: **Okay. **Steven Davidson: **Please provide me with the answer to the Security Question: What is your mother’s maiden name? **wangjianshuo.com: ***** **Steven Davidson: **Thank you for the authentication. **wangjianshuo.com: **This should be a common question, and you should put it onto your web site. **wangjianshuo.com: **I don’t believe that no one ever tried to connect to MySQL. But there is no connection information **Steven Davidson: **Okay. **Steven Davidson: **You need to change the host name for the database in the config.php file. **wangjianshuo.com: **What is the host name? **wangjianshuo.com: **Which config.php? **Steven Davidson: **Can you please hold while I look into this for you? I should have some more information regarding your issue in 2-4 minutes. **wangjianshuo.com: **OK. **wangjianshuo.com: **Appreciate it. **wangjianshuo.com: **I just want to have a database name that works. **wangjianshuo.com: **BTW, I don’t use PHP. I am using MovableaType which is PERL

(after more than 10 minutes)

**wangjianshuo.com: **any update?

(after more than 5 minutes)

**wangjianshuo.com: **Hello? **Steven Davidson: **Can you please hold while I review your account and get back within 2 to 3 minutes?   **wangjianshuo.com: **OK. I appreciate that you gave me update every 3 minutes, instead of let me wait **Steven Davidson: **Okay.

(after about 5 minutes)

**Steven Davidson: **Thank you for holding. **wangjianshuo.com: **ok **Steven Davidson: **You need to change the hostname for the database wangjian_blog_2007  in the path cgi-bin/mt/mt-config.cgi . **wangjianshuo.com: **I know. What is the host name? **wangjianshuo.com: **That is my original question. Can you tell me what I should put into the DBHost? **wangjianshuo.com: **Do you know the answer? **Steven Davidson: **Yes.You need to put wangjian.ipowermysql.com **wangjianshuo.com: **It does not work **wangjianshuo.com: **http://wangjianshuo.com/cgi-bin/mt/mt.cgi wangjianshuo.com: Check this **wangjianshuo.com: **Got an error: Bad ObjectDriver config: Connection error: Unknown MySQL Server Host ‘wangjian.ipowermysql.com’ (2) **Steven Davidson: **Okay. **wangjianshuo.com: **Then what is the connection string? **wangjianshuo.com: **What is the host name? **wangjianshuo.com: **That is all I need from you. **Steven Davidson: **Okay. **wangjianshuo.com: **I don’t believe I am the only customer asking this question. Everyone need it. Would you please check around and give me an answer? I have been waiting here for half an hour and so did you. **wangjianshuo.com: **Are you still there? You always seem to disappear.

Connection was lost….

This is the second try:

**

**Welcome to IPOWER! You are number 6 in the queue. Your wait time will be approximately 3 minute(s) and 0 seconds. We apologize for the wait time. Please hold for a site operator to respond. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide t

he answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**We appreciate your patience. All operators are currently assisting other customers. Please continue to hold and we’ll be with you as quickly as possible. In the meantime, please be prepared to answer your Security Question when we begin chatting. To enhance our security protocols, we’ll need you to provide the answer to your Security Question at the beginning of our conversation. If you have not yet set your Security Question and Answer, please log into your account now to set it up. Thank you for waiting. **

**You are now chatting with ‘Steven Davidson’ **Steven Davidson: **Hi Jian. My name is Steven, how are you today? **Steven Davidson: **How can I help you today? **Steven Davidson: **Did you receive my last message? **Steven Davidson: **I’m sorry, it appears that we may have been disconnected. I am going to close this chat, please feel free to chat with us again. **

**Chat session has been terminated by the site operator.

This was partly my fault since after waiting for one hour, I didn’t catch the 1 minute window, and when I check this window again, the session has already been terminated.

P.S. Please note the interval between every “We appreciate your patience” was set to be 2 minutes. I saw 33 of them during the technical support process.