Here I am again posting again about more BurstNet problems. I know for sure what I am about to tell you is not only happening to me but, to other BurstNet Clients as well. So far all I can really say about the "BurstNet" network is that speeds are alright and could be improved. The main problem is downtime. So far all I have seen is a bunch of packet loss. I know other customers on this network and they complain about the same problems. Yet yesterday my box went "offline" for aprox 20 min, and yes you site/game hosters out there know that 20 min downtime can make your clients really pissed! Well that is me, I host stuff off my box for my clients, I switched to this host as it was a cheaper stay, thinking that when I pinged and downloaded a file from the network that it seemed ok and I was going to be saving about $50/mon I thought what the heck. Well I was wrong, Yet again my server has went down again. And so has my friends that have a box from this network. (So its not just my box.) Also I would like to mention that the pings seem great until you ping constantly, or host something such as gameservers that requires a constant connection for smooth play. I pinged the network and this is what I have got.

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=42ms TTL=53

Request timed out.

Request timed out.

Request timed out.

Reply from 66.197.149.133: bytes=32 time=41ms TTL=53

Reply from 66.197.149.133: bytes=32 time=41ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=37ms TTL=53

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Reply from 66.197.149.133: bytes=32 time=37ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=33ms TTL=53

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=41ms TTL=53

Reply from 66.197.149.133: bytes=32 time=49ms TTL=53

Reply from 66.197.149.133: bytes=32 time=44ms TTL=53

Reply from 66.197.149.133: bytes=32 time=44ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=37ms TTL=53

Request timed out.

Request timed out.

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=44ms TTL=53

Reply from 66.197.149.133: bytes=32 time=42ms TTL=53

Reply from 66.197.149.133: bytes=32 time=43ms TTL=53

Reply from 66.197.149.133: bytes=32 time=44ms TTL=53

Reply from 66.197.149.133: bytes=32 time=42ms TTL=53

Reply from 66.197.149.133: bytes=32 time=41ms TTL=53

Reply from 66.197.149.133: bytes=32 time=41ms TTL=53

Reply from 66.197.149.133: bytes=32 time=44ms TTL=53

Reply from 66.197.149.133: bytes=32 time=45ms TTL=53

Reply from 66.197.149.133: bytes=32 time=42ms TTL=53

Reply from 66.197.149.133: bytes=32 time=42ms TTL=53

Request timed out.

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=36ms TTL=53

Reply from 66.197.149.133: bytes=32 time=33ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=34ms TTL=53

Reply from 66.197.149.133: bytes=32 time=35ms TTL=53

Request timed out.


Just to show you that constantly pinging this network gives lots of timeouts. Also on their site shows "24/7/365 Toll Free Phone Support 1-877-BURSTNET " Well lets put it this way, no one has answered and I have called atleast 10 times. I would like to know why they put false information on their site. Also back in the beginning for all you have read the last post I made about this host, and hearing how they installed a "temporary" 3.0ghz processor because they were out of the 2.4's and now I receive an email saying

"Hi,

We have received another shipment of P4 2.4Ghz processors with 800Mhz FSB & hyperthreading. Your server should have the correct processor installed within the next 48 hours.

Thanks"

I don't know about you but, I definatly feel that I should be able to continue using the 3.0ghz and not get any more down time as it is. I would rather have them "look into" the network issue.

I also know a reseller (not the current one I have) that goes through BurstNet and he says for about the past 6 months he had packet issues, and outage problems. He says they give him the reply "we are looking into it" and "It seems to be fixed on our end" many times. Not to be negative here or anything but, that seems like a lot of Bull SH** to me.

- Thanks for reading

Wrong forum. The boohoo complain forum is located here (http://www.webhostingtalk.com/forumdisplay.php?s=&forumid=2).

Originally posted by westcan
The boohoo complain forum

what a novel description!

We are also Burst client's and have received the same downtime. The box is, as we speak...down at the moment. Not sure why, all the ticket said was "we will look into it"

I have also noticed sever packet loss on this server since we got it roughly 2 weeks ago. We rely on a constant low latency, and thusfar this has not been the case.

I can honestly tell you, if this doesn't get resolved promptly we will certainly be looking elsewhere next month.

Too many issues with downtime and what seems to be a lack of commitment on the staff.

I still have an open ticket to which was never fully fixed.

Just my rant, thanks and goodnight.

(Let's hope this issues gets resolved)

Yeah, currently my box is also down right now and has been for the past hour or more. My box has been lag spiking for about 2 weeks now and this is getting ridiculous as I am trying to run Counter-Strike Servers for my customers on it. If it doesnt get resolved like the other guy I will be looking into another host. Because ping spikes every 3-4 minutes just will not do or even any at all.

Spider, just how frequently are you pinging? If you are doing hundreds of them very close together with no other legitimate-type requests from your IP, have you thought that perhaps their DDOS filters are blocking your pings?

Hey , I see they have a 30 day money back guarentee "30-DAY FULL
MONEY BACK
GUARANTEE
INCLUDING
SETUP FEES!*"

Right on their site. If this is not resolved I will be asking for a refun before my 30 days have went through, Also Now I am on the phone with them and they are telling me my box is being upgrade to the "2.4" I 'd call that down grade but, anyways thats bull **** as everyone elses box is down too.

Just to let you know that his pings are pretty accurate as when I play cs on my server and on ventrilo the box ping spikes I freeze in mid air for about 5 seconds and then it goes back to normal but it happens very frequently around 3-6 times every 20 minutes

In response to sightz post: we have our kernel and sysctl customized to allow a larger pipe in

ie: net.inet.icmp.icmplim: 0 as opposed to the normal 200

We still have some latency issues on the line. I'm just wondering if they are still having issues on their vlan?

:rolleyes:

I have no ip filters setup on my box, so no its not that.

Right now I am on phone with tech support and they are looking into the problem as all these servers are offline and he said at first that it was a server upgrade but, I told him that many servers are offline so hes now gone to check on the problem as he said it might be a power problem.

Originally posted by Spider210
Hey , I see they have a 30 day money back guarentee "30-DAY FULL
MONEY BACK
GUARANTEE
INCLUDING
SETUP FEES!*"

Are you with Burst or Noctser? That is only for BurstNet and not for Nocster servers.

Originally posted by Spider210
Right on their site. If this is not resolved I will be asking for a refun before my 30 days have went through, Also Now I am on the phone with them and they are telling me my box is being upgrade to the "2.4" I 'd call that down grade but, anyways thats bull **** as everyone elses box is down too.

Maybe all the servers got 3.0s and not 2.4 so they are changing them.

No, They don't... Suids has a normal 2.4 w/hyp

Hmm this is a long time on hold, I wonder if they hung up on me.

Its been like 45 min now on hold and I finally hung up, I called back and no answer. I love this tech support.

Originally posted by Spider210
I have no ip filters setup on my box, so no its not that.

It would be done upstream from your box.

Thanks but no thanks, Its not me as you can see others are seeing the same problem. And I was on hold for more then 1hr
and finally hung up and recalled... No answer. woo hoo

If they are changing the CPU's this seems like it's an awfull long time to do this.

I for one, know I will not continue with them next month. This is too much to handle. Losing clients over this is not worth my headache.

Thumbs down burst.

Just another update, the box is still not up and I sent a support ticket with priority of Emergency and it's been over 2 and a half hours and not a reply at normal business hours, What a great company! Love ya burst *Do you see the sarcasm?*

Well switching to this host has made me loose 4 clients out of my 6 game servers I had. I definatly know i am asking for a refund in few days if nothing is fixed. And suid,m same problem I have submitted a ticket same time he has at priority 1, and I love this support. I love this ****!

The only thing that annoys me about all of this, is the lack of input from burst. "we will look into it" that's it???

What on earth am I to tell my clients?

I wish they would get their heads out of their asses and at least email us to let us know if it's a "CPU upgrade" (which we all know takes near 3 hours) *sarcasm* or if it's a network issue. (my guess)

I'm done trolling this thread, nothing good will come of it.

I guess it's true what they say "patience is a virtue"

"patience is a virtue"

I find that we shouldn't have to put up with this... In their SLA it says 99.5% uptime. Well I not sure what they call this, but their exucse "CPU upgrade" is bull Sh** As we know all of our servers can't be getting cpu upgrades when there was nothing wrong with theirs. Ans I would love to knwo why no one is answering my phone calls. Also why the guy never came back on the line whos name I was going to get when he ever came back...

Perhaps this thread (http://www.webhostingtalk.com/showthread.php?s=&threadid=222580) is related to your issue?

Ok I would like to say that I would like the CEO/Manager Shawn to talk to "Moti" and tell him personally I said to "F*CK OFF" I could not under stand him on the phone and he was saying "are you playing jokes here??? I am not repeating 10 thousand times!" He can listen to the recording of the conversation if what it says when you first connect to the 1-877-BurstNet Phone. Says about calls being recorded. First when I have never spoken to this guy, he starts saying you friend ryan "suid" box is down and so is yours then he says the mother board of yours is currnetly down and I am working on it, so I said whats the status of ryan's box 'suid" and hes like i am fixing the mother board I just told you.

I love your support and I now would like a refund. I am finding a different host who has better uptime / support and doesn't hire people to sit around and do nothing as my server and ryans and others have been offline for 4 hrs. The fact that their own support personel HUNG UP on my for me saying "can you repeat that"

I know if Dell or any other Big Company had a personnel like that they would be fired.

- Thanks and I am done.

As we know all of our servers can't be getting cpu upgrades when there was nothing wrong with theirs. Let me clear something up - There are 2 servers in question here, not 3 (even though 3 people posted, it's about 2 servers). Both servers were taken down so the correct CPU could be installed. Spider was notified by AIM and by email before the server was taken down, and Suid was notified by email only. An official statement will be issued by Matt, shortly. Suid's motherboard needed swapping, due to an issue with the server randomly rebooting after the upgrade (The server has a 2.4 w/ 533Mhz FSB, not 800Mhz), and Moti has informed us that it should be fixed shortly. There has also been NO packetloss tonight - None of our other clients have seen ANY packetloss tonight, and no other Burst clients have reported any packetloss either here or on Burst's forums tonight. Once again, Matt will post an official response shortly.

-Josh (MainArea.com Sales)

Originally posted by Watcher_TVI
Perhaps this thread (http://www.webhostingtalk.com/showthread.php?s=&threadid=222580) is related to your issue? No, Spider and Suid (Mulligan is Suid's admin, I believe) have dedicated servers.

-Josh

Why change the CPU is it was WORKING FINE!!!!!!!!!!!!!!

I don't get the lack of common sense with this company. It amuses me infact with the level of stupidity present.

And just a note, a P4 running 800 front side, WILL under clock to 533 should the mainboard not run 800.

Ok I would like to say that I would like the CEO/Manager Shawn to talk to "Moti" and tell him personally I said to "F*CK OFF" I could not under stand him on the phone and he was saying "are you playing jokes here??? I am not repeating 10 thousand times!"
I am tired of the way that you are treating us as well as Nocster & their staff. Moti does have a slight accent, but I've NEVER had any trouble understanding him.
Ok well I hope you guys have read all of our posts on WHT, I hope you read my last post as I am through with them, the f*cking guy said i was making jokes because he had a funny acent and I couldn't under stand him well.
I normally don't post emails, but I believe that in this case it is completely appropriate. Your discrimination is NOT necessary, and neither is your verbal abuse that has been constant throughout your latest emails. We don't need this sort of hassle from an immature 15 year old kid. I'm going to write a full response shortly, please stay tuned.

- Matt

Originally posted by mulligan
Why change the CPU is it was WORKING FINE!!!!!!!!!!!!!!

I don't get the lack of common sense with this company. It amuses me infact with the level of stupidity present.

And just a note, a P4 running 800 front side, WILL under clock to 533 should the mainboard not run 800.
You (well, your partner) ordered & paid for a 2.4Ghz with 800Mhz FSB & hyperthreading, and complained when we did could not initially put in the 800MHZ FSB. You are not my client. This is not stupidity, and your partner was notified in advance.

- Matt

I am not your client? Who do you think is paying for this server?

You just lost next month bud.

mulligan - If I am not mistaken, your name is not on the billing account (although I could be wrong - are you Chris or Ryan?). Please give me 15 minutes or so, and I will have a chance to respond to each point brought up in this thread to clear my company's name.

- Matt

You emailed saying 48 hours, to which 1 hour later the server was down. We attempted to call and email to no reply, and when Spider finally got through the tech assured him that our server was fine and up and running. And as for the Lag spikes that happen about 3 times every 20 minutes as me and about 5 of my other customers are experiencing is unacceptable as for you are trying to run a business and so am I and asking for traceroutes wont do **** so please dont say please reply with traceroutes as we are experiencing a ton of lag spikes not servers going down or bad ping problems

Originally posted by suid
You emailed saying 48 hours, to which 1 hour later the server was down. We attempted to call and email to no reply, and when Spider finally got through the tech assured him that our server was fine and up and running. And as for the Lag spikes that happen about 3 times every 20 minutes as me and about 5 of my other customers are experiencing is unacceptable as for you are trying to run a business and so am I and asking for traceroutes wont do **** so please dont say please reply with traceroutes as we are experiencing a ton of lag spikes not servers going down or bad ping problems The email said "within 48 hours" which can mean between .000001 minutes and 48 hours. We weren't sure when the techs could install it.

-Josh

Where have we mentioned your "companies" name. We did not anytime refer to you, we refered to BurstNet as I believe they are the ones actually doing the hosting.

And when I call the tech told me he just finished installing the new MB and that was about 25-30min ago. So why isn't his up...

Originally posted by Spider210
Where have we mentioned your "companies" name. We did not anytime refer to you, we refered to BurstNet as I believe they are the ones actually doing the hosting.
You have demanded refunds from Burst. You are not a BurstNet customer, you are ours. Regardless of that, it is MY duty to clear this up. Please give me a few minutes, and I'll have a full response.

- Matt

Originally posted by Spider210
And when I call the tech told me he just finished installing the new MB and that was about 25-30min ago. So why isn't his up...
Latest word from Moti - "We have no desire to delay them or any customer, but there is no instant solution. I was working on it, and I explained him that. I'm going to work on his debian some more now."

- Matt

Well we have a right to a refund if we want. These servers are property of BurstNet and keep the same tos and sla of them I do believe.

Also I would like to mention that the pings seem great until you ping constantly, or host something such as gameservers that requires a constant connection for smooth play. I pinged the network and this is what I have got.
We saw 10 minutes of network issues yesterday from a flooding server. Other than that, Burst's network admin, Burst's CEO, nor I could see any packetloss on any outgoing line.

Also on their site shows "24/7/365 Toll Free Phone Support 1-877-BURSTNET "
That is incorrect. Please see http://www.nocster.com/contact.shtml :
24/7/365 Toll Free Phone - SALES ONLY 1-877-BURSTNET
24/7/365 Non-Toll Free / Intl. - SALES ONLY 570-343-2200
Phone Technical Support NOT CURRENTLY AVAILABLE

I don't know about you but, I definatly feel that I should be able to continue using the 3.0ghz and not get any more down time as it is. I
It was a temporary solution to keep you happy. If you'd like to pay the $100/month difference for the 3.0Ghz processor, please do so & we'll put it back in.

I also know a reseller (not the current one I have) that goes through BurstNet and he says for about the past 6 months he had packet issues, and outage problems.
This is NOT the case, and has not been. Who told you this?

Hey , I see they have a 30 day money back guarentee "30-DAY FULL
MONEY BACK
GUARANTEE
INCLUDING
SETUP FEES!*"

Right on their site.
You are not a BurstNET client. This applies to BurstNET servers only. Not MainArea.com servers (it's not on our site), and not on Nocster.com servers (it's not on that site either).

We still have some latency issues on the line. I'm just wondering if they are still having issues on their vlan?
That VLAN was fixed a while ago, and we have seen NO latency issues from any off-network or on-network monitors.

Also, we were told to "tell your client not to assign IPs from other machines" - this was a problem today with either Spider210 or suid's server, I'm not sure which. That could have been a cause for downtime on either of the servers, depending on the IP used.

And just a note, a P4 running 800 front side, WILL under clock to 533 should the mainboard not run 800.
Our technical staff is not 15 years old. They know exactly what they put into the server, and it was 533Mhz, not 800Mhz or else it would have been corrected.

And as for the Lag spikes that happen about 3 times every 20 minutes as me and about 5 of my other customers are experiencing is unacceptable as for you are trying to run a business and so am I and asking for traceroutes wont do **** so please dont say please reply with traceroutes as we are experiencing a ton of lag spikes not servers going down or bad ping problems
In order to diagnose a network issue, we need a traceroute & source IP so that we can try to track down the problem. We're not magicians, and cannot read your mind either.

Well we have a right to a refund if we want. These servers are property of BurstNet and keep the same tos and sla of them I do believe.
There are no grounds for a refund. "Don't know what they did, but their configs are way messed up" is what I heard from Burst, and there is no SLA violation on either of the servers. "Scheduled maintenance for hardware/software upgrades and Hardware failure (faulty hardware is rare, but cannot be predicted nor avoided). BurstNET™ utilizes only name brand hardware of the highest quality and performance." are not included in the SLA.

Thanks,

Matt

Originally posted by Spider210
Well we have a right to a refund if we want. These servers are property of BurstNet and keep the same tos and sla of them I do believe.
Actually, I believe Main Area summed this up pretty well. Since you are not a direct client of ours, we could not offer you a refund even if you did deserve one. If you wish for compensation, that is 100% between you and your reseller. That being said, if you feel the support our technicians supplied was less than optimal, please supply a succint summary of all issues you feel need addressing and I will review it.

For the record, we maintained communication with the reseller throughout the work that was done tonight. Contrary to the tone of this thread, there were just 2 servers involved here and, as far as I know, the downtime was planned to get the servers up to their original ordered specs. Thank you, and I look forward to putting this misunderstanding behind us and proceeding with a lengthy professional relationship.

Originally posted by Spider210
Well we have a right to a refund if we want. These servers are property of BurstNet and keep the same tos and sla of them I do believe.
We'd be happy to refund the rest of the month that is currently unpaid and take your server offline tomorrow. We normally don't refund partial months, but will make an exception. Please let us know via email (sales@mainarea.com).

The last thing we need is a bunch of kids harassing our sales department and technicians. We have tried our hardest to accomadate you (such as giving you sale prices & ordering hardware after a sale has ended, and putting in a 3Ghz CPU to make you happy in the meantime), but it seems that nothing will please you. If the verbal abuse by email, AIM, or phone continues at ALL, we will terminate your account (please see our AUP at http://mainarea.com/wht/aup.html . The tech staff is working hard to fix your issues, and threatening them will NOT be tolerated under any circumstances.

- Matt

Would you like traceroutes from all my clients or just me.

Originally posted by Spider210
Would you like traceroutes from all my clients or just me.
There are no network issues at this time, regarding packetloss or latency.

--- focalservers.com ping statistics ---
915 packets transmitted, 914 received, 0% loss

--- webhostingtalk.com ping statistics ---
660 packets transmitted, 658 received, 0% loss

--- forums.ev1servers.net ping statistics ---
650 packets transmitted, 649 received, 0% loss

--- 130.81.8.65 ping statistics --- (that's two hops before your home connection)
1119 packets transmitted, 1118 received, 0% loss

--- servermatrix.com ping statistics ---
894 packets transmitted, 891 received, 0% loss

From my connection (This is Comcast cable, which is horrible to begin with, and there are no problems):
Ping statistics for 64.191.59.236:
Packets: Sent = 540, Received = 538, Lost = 2 (0% loss)

- Matt

In regards to Spider210's server:

Greg said the network configuration was changed on one of the servers (aoh-clan) and the other server had an IP that did not belong on the machine. Once he removed the extra IP, the network suddenly worked again. These changes were not done by us... Problems appeared once machines was taken down to be rebooted & were attempted to be broght back up with new configs in place it looks like.

Whatever you did, the machine cannot be brought back up:

I can't manage to bring up aoh-clan.com. It's a debian machine with cpanel. The settings seem to be fine, but something is wrong. I'm gonna try to change the NIC, if it doesn't work then it will be delegated to Dave.

Spider210 - Please note that Debian is not covered by our managed policy, and we're still providing free support (http://mainarea.com/wht/managed.html). We're not sure what you did to your server, but we're trying to fix it anyway. Other hosts would just tell you to get an OS restore, we're trying to help anyway to provide the best possible service.

- Matt

If the verbal abuse by email, AIM, or phone continues at ALL, we will terminate your account


Can you explain who has done any of this besides the BurstNet guy who "I" could not understand on the phone very good. I didn't ask anything rude or abnoxious. I was very pissed that someone of a big company would hang up on one of their clients, because they asked to repeat and clarify the infomation just told as I repeat again it was hard to understand him.

Also, we were told to "tell your client not to assign IPs from other machines" - this was a problem today with either Spider210 or suid's server, I'm not sure which. That could have been a cause for downtime on either of the servers, depending on the IP used.

Well from what I hear it wasn't from either of us, I know it wasn't me as I haven't actually touched my server sense it went offline and came back up yesterday.

Originally posted by Spider210
Can you explain who has done any of this besides the BurstNet guy who "I" could not understand on the phone very good. I didn't ask anything rude or abnoxious. I was very pissed that someone of a big company would hang up on one of their clients, because they asked to repeat and clarify the infomation just told as I repeat again it was hard to understand him.



Well from what I hear it wasn't from either of us, I know it wasn't me as I haven't actually touched my server sense it went offline and came back up yesterday.
It was one of your servers, the techs have confirmed that. Either you or someone else with root access made the change. Nocster doesn't log into their clients' boxes and screw up the network for fun, especially when they don't have the root passwords... :rolleyes: Your server had a screwed up network configuration which Greg told me about (and is mentioned in my post above), while the other server had an incorrect IP bound to it.

- Matt

Thread closed.

Please contact your reseller/provider for billing and support questions. WHT is not the place to discuss specific issues with your provider and/or reseller.

If you'd like to discuss your good (or bad) experience you may do so, but the thread will be closed when it becomes a "support ticket" like this one has.