Hi all,
this is just to let you know about an experience I'm having with Dialtone Internet. I have recently discovered a problem in my server hard disk. The server is still up, but some files are corrupted. I reported it to Dialtone support, and they confirmed that is a hardware issue; they are going to replace the disk with a clean system, losing all my data. I asked them for a temporarily back-up (just 116Mb), and they told me that they could do this for $380. 116Mb for $380?
I'm a bit angry as you can imagine. This is just the third month I have had this server, and there is a hardware problem; I'm doing the back-up by myself (fortunatelly I have 11 servers in other facilities, where people are more honest), and I'm losing a lot of time. And they would like to charge me $380 for a problem depending on their hardware quality. Or maybe on their honesty.

Alessandro R. jr
Rome, Italy

Usually they are fair about these types of situations. I would escalate it to a manager there. Since its their hardware that did create the should be able to add the new drive and simply duplicate the data before removing the old dirve. We have done this several times ourselves and also provided DI with the exact instructions on how to do it. Good luck

Thank you for your suggestion. I escalated it to che Technical Managers. And my morning has gone while I was doing the back-up by myself (still in progress).

Originally posted by Sound
Thank you for your suggestion. I escalated it to che Technical Managers. And my morning has gone while I was doing the back-up by myself (still in progress).

;) no problem, I hope everything works out ok for you.

I have been with dialtone for some time now and the service has been excellent. There has been a couple of times I have paid fore technical support and thought they would take longer than needed but they where very quick.

If you have valuable info on your dedicated server dont you think you should have backups done regulaly.
If it is just a case of not paying for backups and then when something goes wrong pay a small fee for a one off backup there seems little point having reg backups on offer.

You will probably slate me now but it does make sense to have backups.

You're right about back-ups, but the problem here wasn't a complete crash. The data on the disk was still available. If they discover a probem of quality on the hardware they provide, they must do everything to limit the damage. And this time they could do a clean substitution, by setting up another server and copying all data on it, and finally swapping the servers.

However, I escalated the ticket and I got the hard disk replaced, with a partial back-up. Also, they charged me $142,5 after doing the operation. I didn't authorize them.

Although I've been using their services since November, I'm going to leave them. I don't like to be charged whenever they need some money.