**Disclaimer: This is in no way a bash on burst/nocster. Take it as a warning.

Today my system got rebooted for absolutely no reason. So I checked to see why and it was a burst employee that rebooted it. So I messaged Matt and here's what happened.

[07/30/2002 04:01] PCSteve2001: why the ****
[07/30/2002 04:01] PCSteve2001: was my system shut off
[07/30/2002 04:01] PCSteve2001: Last login: Thu Jul 25 16:22:36 2002 from fe-0-0-nat.scr1.hostnoc.net
[07/30/2002 04:02] BurstCSM: when and who told you that you were shut off?
[07/30/2002 04:02] PCSteve2001: one of your guys rebooted it
[07/30/2002 04:02] PCSteve2001: Last login: Thu Jul 25 16:22:36 2002 from fe-0-0-nat.scr1.hostnoc.net
[07/30/2002 04:03] PCSteve2001: this is BS
[07/30/2002 04:03] PCSteve2001: you people log into our systems and reboot them
[07/30/2002 04:03] PCSteve2001: wtf man
[07/30/2002 04:03] BurstCSM: ok, your server may not have been responding after a router reboot that had to be done, and they may have rebooted it to pick back up the route
[07/30/2002 04:03] BurstCSM: yes, on managed servers, if not responding, you are paying us to bring them back up
[07/30/2002 04:04] PCSteve2001: it was responding
[07/30/2002 04:04] PCSteve2001: my pings never stopped
[07/30/2002 04:07] BurstCSM: lemme check
[07/30/2002 04:07] PCSteve2001: please do
[07/30/2002 04:07] PCSteve2001: im quite upset
[07/30/2002 04:10] PCSteve2001: if it wasnt responding how would a tech even be able to login =/
[07/30/2002 04:12] BurstCSM: your always upset
[07/30/2002 04:12] BurstCSM: I think I'm going to go to Cosco's and buy you the economy size of Lithium
[07/30/2002 04:12] PCSteve2001: lol
[07/30/2002 04:13] BurstCSM: see, I know how to make you smile
[07/30/2002 04:13] PCSteve2001: but i just dont like my server being hsut down
[07/30/2002 04:13] PCSteve2001: without my consent
[07/30/2002 04:16] BurstCSM: who knows where you house your server?
[07/30/2002 04:17] PCSteve2001: ?
[07/30/2002 04:17] BurstCSM: somebody called in and asked to have the server rebooted
[07/30/2002 04:17] PCSteve2001: what
[07/30/2002 04:17] PCSteve2001: and you didnt ask for verification????
[07/30/2002 04:19] BurstCSM: I just yelled at the guy, it all happened at the time that Nick updated routing maps (100 % necessary), AT&T gave some difficulties, but all other providers were fine, and reboots picked up the new routing maps
[07/30/2002 04:20] PCSteve2001: OMFG so youre telling me I can call and have cpanel boxes rebooted
[07/30/2002 04:20] PCSteve2001: wit no verification
[07/30/2002 04:21] BurstCSM: no, it's something we explicitely went over, it was because of the routing issue of it, which was a mistake
[07/30/2002 04:21] PCSteve2001: but if someone calls you dont verify anything
[07/30/2002 04:21] PCSteve2001: to me thats bad business
[07/30/2002 04:22] PCSteve2001: what if the person that called asked to have the box formatted. would he have done it?
[07/30/2002 04:24] BurstCSM: no, he would not have done it
[07/30/2002 04:24] BurstCSM: I just told you we do verify things, but because of this situation, he failed to do so
[07/30/2002 04:24] PCSteve2001: im sorry but thats bad man
[07/30/2002 04:25] BurstCSM: I agree, and that's why I yelled at him
[07/30/2002 04:25] PCSteve2001: im sorry but i have to post this on WHT cause this is just overly pathetic.
[07/30/2002 04:26] BurstCSM: well, you do what you have to do Steve
[07/30/2002 04:26] PCSteve2001: its nothing against you but your employees arent doing their job correctly
[07/30/2002 04:27] BurstCSM: fine, well, I'm sorry about the situation, and it is something I brought up to my employees, anyway, you do what you feel you must do, and I will do what I must do
[07/30/2002 04:28] BurstCSM: I can't take the mistake back, and I don't think running to a forum is going to be much better, but if you must, feel free
[07/30/2002 04:29] PCSteve2001: hey i feel people should be warned about this. this is a major mistake. not a slight mistake
[07/30/2002 04:31] BurstCSM: agreed, well, I'm sorry, and will expect you to do whatever you must do in order to feel righted in this situation
[07/30/2002 04:32] PCSteve2001: how can i feel secure this wont happen again
[07/30/2002 04:32] BurstCSM: and posting this on WHT is going to do what?
[07/30/2002 04:32] PCSteve2001: i decided to stick with you guys and this is what i get in return
[07/30/2002 04:32] BurstCSM: you say that as if intentional
[07/30/2002 04:32] BurstCSM: it was not
[07/30/2002 04:32] BurstCSM: the employee was verbally warned, and if happens again, he will be terminated
[07/30/2002 04:33] PCSteve2001: and here i am stuck dealing with customers due to a unwarned system reboot and now i have to go and restart all my services.


As you can see I was quite upset. But I have a right to be. The employee made absolutely no attempt to verify information. Here I am now stuck having to restart all my scripts and everything else.

As you can see Matt is just as upset as I am. It's not his fault that some employees don't remember what they learned in training.

They need to implement a system like RackShack. I remember a thread where a guy was part owner of a box that needed to be rebooted. RackShack wouldn't even touch it due to the lack of information the guy provided. Personally I think that's very secure.

Can someone decode this for me?I just yelled at the guy, it all happened at the time that Nick updated routing maps (100 % necessary), AT&T gave some difficulties, but all other providers were fine, and reboots picked up the new routing maps

Why does this stuff have to be posted publicly? This should be between you and Burst.

It baffles me.

It's to warn any customers that their box may be randomly rebooted.

that stinks man hopefully burst/nocster will learn from this one

Originally posted by zdwebhosting
that stinks man hopefully burst/nocster will learn from this one

That is exactly what I hope happens.

My nocster box has 30 days uptime so far...


After they fixed their kernel issue, no problems with hardware or software, they just need to get some decent network admins in to keep the network up...

The up and down yo-yo sh*t doesn't fly...



Matt knows my system admins well enough that I don't think he'd take a reboot request from anyone else...

Matthew said it was a mistake. He openly admitted that. Why isn't that good enough for you? What; never made a mistake? Never knew anybody that made a mistake? If I were Matthew I wouldn't even have talked to you with the way you acted. You should be thankfulll that he stayed on and found out what happened for you. I woulda booted you in a heartbeat.

Yes the system was up for 36 days I think. Now I'm back to square one :mad: :mad:

Originally posted by SoftWareRevue
Matthew said it was a mistake. He openly admitted that. Why isn't that good enough for you? What; never made a mistake? Never knew anybody that made a mistake? If I were Matthew I wouldn't even have talked to you with the way you acted. You should be thankfulll that he stayed on and found out what happened for you. I woulda booted you in a heartbeat.

Umm sorry but if your system got rebooted I'm sure you would be pist. I suggest not speaking until the shoe is on your foot.

Correct Matt was very helpful. I'm not mad at him. Just the employees need to think before they act.

He said that he addressed the issue.

He coulda talked like you and said things like, "WTF r u talkin about?? That server was never down!!" And just passed the buck and so on.

But, you feel you were abused so badly that you come here and register a different username so you can "warn" us all of Burst/Nocster.

And you are correct. If I had a server with them and it was re-booted without my consent or knowledge; I would be upset. However, I would have handled it much differently.

Also this was posted here as a warning and nothing more. It's not a bash on burst at all. If I was going to bash them I would have made it a lot worse. I was only warning people and letting them know my expereince. After all isn't that what these forums are for??

Originally posted by SoftWareRevue
He said that he addressed the issue.

He coulda talked like you and said things like, "WTF r u talkin about?? That server was never down!!" And just passed the buck and so on.

But, you feel you were abused so badly that you come here and register a different username so you can "warn" us all of Burst/Nocster.

And you are correct. If I had a server with them and it was re-booted without my consent or knowledge; I would be upset. However, I would have handled it much differently.

You and I are 2 different people. Isn't a NOC suppose to warn you of downtime? Aren't they suppose to verify information before doing anything to the systems you rent? After all isn't that what we pay them for?

Maybe someone could fill me in on just how many times Burst has done this?? I am not saying that this is an excuse, but you don't need to get so angry over it. Maybe you should have been the good guy and acted more like a businessman, telling Matt that you were not at all happy at what is worker did. You probably would have gotten further with with Matt if you had done such.

Well when my system gets rebooted for absolutely no reason. And knowing that anybody could call and have my system shut off. These things don't settle right with me. If the person verified my credit card number or something then I'd have no reason to be upset. But they asked for absolutely nothing. Not even root pass. How the hell can they not atleast ask for that. That alone is enough verification to me.

> Burst forgot to verify

No... they didn't. They made a decision that based on the situation. It turned out to be a wrong one. But I bet you'd be yelling just as loud or louder if your box couldn't be reached and you didn't have some piece of info like your customer number with you at the time. I agree they should have verified, but it was a mistake.

> You and I are 2 different people. Isn't a NOC suppose to warn you of downtime? Aren't they suppose to verify information before doing anything to the systems you rent? After all isn't that what we pay them for?

So if your box is down you want them to contact you before they reboot it?

> their box may be randomly rebooted.

What was random about it? They had an issue after some work, someone called with a problem. They put 2 and 2 together and came up with 5. A mistake yes, but random? no.

I think you are taking this a little to the extreme. It was a mistake, correct it, learn from it and move on.

That's right. I want to be notified when anything will be done to my systems I rent. What if there's something extremely important going on?

By random I mean without you knowing about it. Not saying they walk around the noc and hit buttons.

So; you want to be notified before a mistake happens. . . . . .

Well, gosh; that doesn't sound unreasonable at all.

ONE comment only:

I like very much the way Matthew handled the situation.
A guy restarted the server, he yelled at him and when contacted by 'serverdown' he was very upfront about all this.

I'm not a Burst client but after reading this I must say: "Keep up the good work, Matthew" :agree:

Originally posted by cyansmoker
ONE comment only:

I like very much the way Matthew handled the situation.
A guy restarted the server, he yelled at him and when contacted by 'serverdown' he was very upfront about all this.

I'm not a Burst client but after reading this I must say: "Keep up the good work, Matthew" :agree:

I agree Matt did a great job dealing with it. I'm not mad at him. I talk to him everyday on AIM. We get along great. It's just the employees not verifying information that's scary.

serverdown,

Time to chill out. One server reboot is nothing to get all up in arms about. That is less then 5 minutes of downtime anyway. No big deal and no need to let us know about it because most of us really don't care. They were just trying to do their job so let them.

Originally posted by serverdown
Well when my system gets rebooted for absolutely no reason. And knowing that anybody could call and have my system shut off. These things don't settle right with me.

Sorry to break it to you, but you need to re-read the log that you posted above. Matt said that it was a mistake and the proper protocal wasn't followed by this employee. This situation resulted in a verbal warning for the employee, I don't know what else you expect them to do. Also, I found your log to be VERY AMUSING namely the following quote.

[07/30/2002 04:25] PCSteve2001: im sorry but i have to post this on WHT cause this is just overly pathetic.


This is the equivalent of telling on me to mommy.

-Steven

Originally posted by labgeek
[B]> Burst forgot to verify

> You and I are 2 different people. Isn't a NOC suppose to warn you of downtime? Aren't they suppose to verify information before doing anything to the systems you rent? After all isn't that what we pay them for?

So if your box is down you want them to contact you before they reboot it?

he said the box was not down. It was rebooted on some one'S requests without verifying anything, that's scarry :rolleyes:

but i am sure they are going to be more conservative in this regards from next time :)


[07/30/2002 04:01] PCSteve2001: why the ****
[07/30/2002 04:01] PCSteve2001: was my system shut off
PCSteve2001: wtf man



IMO, Matt did the great job as always because your laungage was quite abusing but he managed it professionaly. :spiny:

Dont worry Steve im on your side.


This man pays for a service he should get it.

If i rented you a car then, you went to the bathroom at a gas station and i went and got it washed. Would you be mad..................

Originally posted by Abaddon
Dont worry Steve im on your side.


This man pays for a service he should get it.

If i rented you a car then, you went to the bathroom at a gas station and i went and got it washed. Would you be mad..................

Ahh but if you took your ferarri in to the forest and switched it for a ford and just as you were about to drive away, a tree fell and nobody saw it....did it actually fall at all? :stickout:

Depends did it fall on a chicken?

2 things to say:

1. You aren't the only one this has happened to. I'm not talking specifically about burst.net. Sometimes techs mess up, especially when alot of activity is going on. He made a mistake and I'm sure he feels stupid after he did it.

2. You could have handeled this more professionally. Cussing at one of the techs isn't going to make him work harder/faster. If it was me I woulda sat down and started reading my magazine. Your server was rebooted and you were mad, I can totally understand that. Posting it on wht to try and warn people that this m ight happen to them after 1 incident is absurd. If it bothers you that make leave burst.net but you don't want to do that because you know another company wouldn't put up with the **** like you displayed here. If they format your system then post it here, 1 reboot didn't harm anything. Like I said, if it was that bothering then leave.

Im kind of tired of a situation where something goes wrong, and before you can explain it...
'if this happens again I am telling a forum'
or... 'I am going to cancel if * does not work immediately and tell people and the BBB and forums and the government'.... usually those are due to problems we didn't cause.

And I am REALLY tired of the language people use. I really think it is amazing how people feel they can talk over email or AIM to someone in business, when you know they wouldn't go to Best Buy of OfficeMax and yell WTF or this is F*ing rediculous ... etc. If they did their uncivilized butt would be kicked out and trespassed.
This is not a personal attack on the poster, but the way he talked on AIM to Matt is just an example of my point.

No matter who a host really may be, they are still a business (well most of them :) )

I think that rebooting your server at someone's request without proper verification is not right at all, but either is posting a private message.

Originally posted by serverdown
Here I am now stuck having to restart all my scripts and everything else.



should of set them to auto start upon boot :)

Originally posted by serverdown
Yes the system was up for 36 days I think. Now I'm back to square one :mad: :mad:

uh oh
the worlds over now
kill yourself

your uptime is gone

give me a break

Originally posted by Abaddon
Dont worry Steve im on your side.


This man pays for a service he should get it.

If i rented you a car then, you went to the bathroom at a gas station and i went and got it washed. Would you be mad..................

hahahah helll no man

just makes it cleaner :)

i wouldnt be mad, i would have that extra 2 hours it takes me to wash my car ;)

I'm not aware of any specific details of this situation, but it is just a simple reboot! A 2-3 minute downtime....I don't see ythe big deal....most of our servers housed here are not mission critical 99.99999% uptime required, or else our NOCSTER clients would be paying for more than a $99.95 service, with a 99.5% uptime SLA. Also, reboots are really not that much of a security concern...I can see why identity verification was not requested. If a server was to be shut off, or a root password changed, etc....our staff would have definately verified the identity of the individual...but a simple reboot?....not really much of a security risk involved there....


Sean R.
BurstNET

Well then I guess you don't care about your customers. Anything at all that has to do with customers should be verified. What if something was updating when they rebooted it? There would be problems. I don't care if it was a simple anything at all. The information should be verified no matter what. What if somebody changed a file so that when the box booted it deleted everything? You would have just helped him. Lets be real here. anybody in the world can find where our boxes are. All they gotta do is call and say hey reboot ABCD. So you do. Then 10 minutes later they call back and get a different tech. They reboot it again. It could go on for a long time. All I want is a little assurance that people just cant call and have my system rebooted. That is totally bogus.

Sean our stuff might not be mission critical to you but it is to us and our customers. Your comments are clearly stating you don't care about your customers. I'm starting to regret this move more and more. I have nothing against a lot of burst employees. In fact I know quite a few. I just feel you need to tighten up on security a bit. If I can't sleep at night cause some script kiddie is going to call and have my system rebooted than what can I do.

I think I can speak for everyone here when I say
WE DON'T CARE!!!!

Call them personally. If a simple reboot is something for you to worry about I suggest you go get some mental help. End of disscussion.

Look, he already said that people can't just call in and ask for a reboot. There are certain situation when you need to make descions.

Take RS when their 2 fiber lines broke at the same time. Robert had to make a descion to cut the top 10 bandwidth overages for the network for the time being to ensure the quality of otehr customers.

In this case they had a lot of things going on at one time. When they were asked to reboot they did with little hassle. They had to make a quick descion...they didn't debate it for 15 minutes.

And no offense, but you try to manage your own datacenter. And if you screw up I want all of your clients to come post here :rolleyes:

I only see a need to post in public when you can't contact the company. Not when you are angry!

And like Rob_AcuNett said... NOBODY cares. I would rather sit here and scratch my @$$ :D

Just my $0.02 :stickout:

Originally posted by phpcoder


And like Rob_AcuNett said... NOBODY cares. I would rather sit here and scratch my @$$ :D

Just my $0.02 :stickout:

LOL! :D

Personally i dont want to prove who i am every time i phone for a reboot. Trying to explain my root password over the phone is a nightmare.

What name do you 'usually' post under in this forum, serverdown?
You have blown that whole situation so far out of proportation that you can't even see it from where you're at.



And, for the record, and I don't believe I have ever done this before and it's kinda freakin me out . . . . . .

"I agree with Sean 600%!!"



You're just lucky he's nicer than me. I would just refuse to let you use a box of mine if 90 seconds of down time is going to hurt you so.

I think someone said it earlier, "You need . . . . . . . . [well doesn't really need repeating now; does it?

Originally posted by SplashHost.com
Personally i dont want to prove who i am every time i phone for a reboot. Trying to explain my root password over the phone is a nightmare.

ROFL

very true.

Originally posted by SoftWareRevue
What name do you 'usually' post under in this forum, serverdown?
You have blown that whole situation so far out of proportation that you can't even see it from where you're at.



And, for the record, and I don't believe I have ever done this before and it's kinda freakin me out . . . . . .

"I agree with Sean 600%!!"



You're just lucky he's nicer than me. I would just refuse to let you use a box of mine if 90 seconds of down time is going to hurt you so.

I think someone said it earlier, "You need . . . . . . . . [well doesn't really need repeating now; does it?


serverdown is nixhosting

remind me to never refer anyone to them. :uzi: nixhosting

Originally posted by Rob_AcuNett
remind me to never refer anyone to them. :uzi: nixhosting

No offense, but you yourself needs to calm down :stickout . You've had your say. ;) Don't start bashing his hosting company. This should really only be between BurstNet and him. Stick to the subject :D .

I'm afraid I just don't understand our demands for perfection. Nor do I understand how the world suddenly comes crashing down in such tragic form over such a small thing. Last, none of this had any place here.

A brief recap.

Burst made a mistake.

Burst admitted the mistake and apologized.

Customer attacked Burst in Forum.

Customer acted as if hundreds had been murdered when nothing occured but a server reboot.

You probably had at least a couple of minutes of downtime. I would demand Burst refund all payments to date and give you the next 50 years free.

Is it me, or sometimes to some people think that they are the only client of a webhosting company?

Well, I know that RS gets quite a few complaints... but they are just a few of the 7,000+ dedicated servers that they have in their current datacenter. And having 2-3 minutes of downtime isn't that big of a deal... I mean how many people are hosted on a virtual acount that require 100% uptime, or that 100% need it?

Just think of nocster offering *managed* dedicated servers. Just imagine how much other work they need to do as well?

Originally posted by phpcoder
Is it me, or sometimes to some people think that they are the only client of a webhosting company?


That is the worst thing you could possibly say. Every client should be treated the exact same way. No client should be felt as they are the odd one out. I totally disagree with your statement here, phpcoder.

I don't care it was rebooted. It's that fact that the reboot was authorized by someone still unknown. What if this person called and said "Can you reset my root pass to BLAHBLAH" . If the tech did this with no verification then what? The server would be completely gone. The reboot don't bother me. It's the fact of no security at all.

I can't wait until this happens to someone else. I'm almost certain you will feel the same way. Why do NOCs even bother installing keyguard access, cameras and everything else if the techs don't verify things? Why not make the NOC a training facility or even a museum so people can tour it. I'm sure it will be a great success. People can turn boxes off and on.

You may think I'm taking this to far but I don't feel I am. I'm just worried that people will call daily and my box will get rebooted everyday. Or even worse a root pass change. If a tech is so busy to verify a few details quite frankly he shouldn't be touching a freaking phone.

I said it a million times. I have no grudge with burst at all. This was just a warning to other customers and potential customers. I feel this is a secuirty risk. Why bother installing new software on our boxes when there's an exploit if the NOC will do anything to your box without even verifying a credit card number or something else.

Of course all clients should be treated the same. What I was trying to say is that some people think that they are superior to everybody else. Like they don't care if the techs are helping other people with urgent things.... its all about themseveles. So then they come here and complain.

For instance if you have 5 techs, and 6 people are in need of urgent support you can only do 5 at a time. If the 6th person gets pissed off and complains and wants support NOW or he will post in forums. Or he wants people to help him for hours on an unmanaged dedicated server for free.

Now that is better. Heh, next time say that :D .

<< I don't care it was rebooted. It's that fact that the reboot was authorized by someone still unknown. What if this person called and said "Can you reset my root pass to BLAHBLAH" . If the tech did this with no verification then what? The server would be completely gone. The reboot don't bother me. It's the fact of no security at all. >>


You are missing the point it seems!

Reboot = NO Security Risk - Hence no big deal if identity verification was not made.

Password Change/Format Drive, etc.... = BIG Security Risk - Hence we always ask for identity verification.

I don't feel it is that big of a deal a server was rebooted without verification of caller requesting such. If they had been requesting something else, VERIFICATION WOULD HAVE BEEN REQUESTED.
You are making it sound like we never ask for verification, and that IS NOT true.

Sean R.
BurstNET

Even Matt said it was a mistake. So who got the right story here? The owner states that reboots don't need authorization while the CSM says it should have been verified. Why don't you guys get a staff meeting going. You need to straighten out your business.

Originally posted by clocker1996



serverdown is nixhosting How did I miss that pcsteve reference in the first post? :rolleyes:

how immature of you...

I hope your clients are not treated the same way

Originally posted by phpcoder
Is it me, or sometimes to some people think that they are the only client of a webhosting company?

Well, I know that RS gets quite a few complaints... but they are just a few of the 7,000+ dedicated servers that they have in their current datacenter. And having 2-3 minutes of downtime isn't that big of a deal... I mean how many people are hosted on a virtual acount that require 100% uptime, or that 100% need it?

Just think of nocster offering *managed* dedicated servers. Just imagine how much other work they need to do as well? :stickout :stickout

While burst screwed up (although I find it hilarious that the exact OPPOSITE happened at rackshack -- they wouldn't reboot for a guy -- and they got reamed by a bunch of people), your attitude is the real pathetic thing. Yes it's a reason to be upset, but you're acting very immaturely about it.... especially since they explained it was a screw up and appologized. What more do you want? Sadly they can't go back in time and change things.

Does the burst rep know if the server was down? If the server was hard down and they restarted -- especially after network problems -- that's even more understandable. If you want your server off you should notify your NOC, otherwise I would expect them to bring it back up.

For example, I was out of town a fewweekends ago and my first server at Dialtone just went berzerk even though it was, essentially, doing nothing. Despite the fact that I pretty much told everyone I ever talked to at Dialtone "GET MY SERVER BACK UP IF IT IS DOWN" they never really did that, they left it down over the weekend until Monday (down pretty much 3 days straight).

Would I have been pissed if they got my server running again? Hell no. It's what I expect. I'd be pissed if Nocster let my server there sit, down and useless.

Sean I failed to mention that with all the downtime you guys been having lately that reboot could almost put you under the 99.5% SLA. I don't care if a reboot takes 1 second. I just want to know that nothing will be done to my server without any form of verification. Anybody can find out where servers are hosted through ARIN. So now they all know that calling burst with any IP will get that server rebooted. No questions asked. I bet if I do a whois on a box hosted at powersurge, rackshack, rackspace, webreseller, ebizservers or even VDI and called to have it rebooted they will do some form of authorization. It's just a good business practice. Something you people obviously need to practice. Need me to call 8 hours a day to get the techs up to par on how to verify information?

Originally posted by serverdown
Even Matt said it was a mistake. So who got the right story here? The owner states that reboots don't need authorization while the CSM says it should have been verified. Why don't you guys get a staff meeting going. You need to straighten out your business.

Where did he say that YOU DO NOT NEED AUTHORIZATION? He said that he doesn't feel its a security risk.

Reboot = NO Security Risk - Hence no big deal if identity verification was not made.

Right there he states that verification isn't needed.

Originally posted by serverdown
Sean I failed to mention that with all the downtime you guys been having lately that reboot could almost put you under the 99.5% SLA. I don't care if a reboot takes 1 second. I just want to know that nothing will be done to my server without any form of verification. Anybody can find out where servers are hosted through ARIN. So now they all know that calling burst with any IP will get that server rebooted. No questions asked. I bet if I do a whois on a box hosted at powersurge, rackshack, rackspace, webreseller, ebizservers or even VDI and called to have it rebooted they will do some form of authorization. It's just a good business practice. Something you people obviously need to practice. Need me to call 8 hours a day to get the techs up to par on how to verify information?

(1) My Nocster server has been well, well, well above 99.5% and has yet to be down for more than a 5 minute period during "all the downtime"

(2) He already appologized and said that their policy DOES require confirmation to reboot. Someone screwed up. What the hell else do you want? Rackspace formatted a friend of mine's harddrive on accident. That's a whole lot worse. Rackshack unplugged two of my friend's servers for no reason. That's a whole lot worse. If you'd rather have problems like that (not to say they're typical of those companies), switch and stop whining.

No he doesn't. Anybody else can tell you that. He implied that, but he never said "You don't need verification".

:rolleyes:

I-M-M-A-T-U-R-E

What more can I say? :o

Thumbs up to Matt for actually acknowledging and appologizing for the mistake... Everyone makes mistakes, but not everyone is so honest and upfront about them :agree:


That said, your server should not have been rebooted. I know it may seem to people like it's no big deal, only a simple reboot, but I can imagine the confidence and trust that you have lost due to this one mistake. All I can say is that being a customer of Burst myself, I know that they really are there to help you, not screw with your servers... so I would forgive and forget in this case.

Originally posted by FDrive
Thumbs up to Matt for actually acknowledging and appologizing for the mistake... Everyone makes mistakes, but not everyone is so honest and upfront about them :agree:


That said, your server should not have been rebooted. I know it may seem to people like it's no big deal, only a simple reboot, but I can imagine the confidence and trust that you have lost due to this one mistake. All I can say is that being a customer of Burst myself, I know that they really are there to help you, not screw with your servers... so I would forgive and forget in this case.

Exactly what I wish to do but I won't feel secure until I know there is some type of authorization required. As I said a million times I'm not mad at burst in a whole. I talk to a lot of them daily. This was like a slap in the face to me.

Personally Matt and I have what seems to be a great friendship. We talk daily on AIM we joke around and just have laughs together. Nick and I work together on cpanel stuff. I have absolutely no problems with burst nor their support.

They just need to step it up a bit and authorize things.

if you think they are all so great - quit this conversation.


And as for saying you dont wish to flame them or whatever? Dont you realise that something as small and feable as this could make someone think twice? You might not take it is a flaming but burst or another reader could.

If I were burst I would be giving you a refund for the month and kicking you off the service :)

Originally posted by nousername
if you think they are all so great - quit this conversation.


And as for saying you dont wish to flame them or whatever? Dont you realise that something as small and feable as this could make someone think twice? You might not take it is a flaming but burst or another reader could.

If I were burst I would be giving you a refund for the month and kicking you off the service :)

They have no justification to terminate my service. There is a thing called freedom of speech and I do beleive that it's still used now.

Also I wonder how terminating my account would help this at all. I'm just a worried customer. If I wanted to bash them I would on some other problems I've had. But I don't see the need to.

Originally posted by nousername
If I were burst I would be giving you a refund for the month and kicking you off the service :) [/B]

You can't do that unless in your TOS or SLA you have that. I got this clip directly from the nocster.com TOS:

If any terms or conditions are failed to be followed it will result in grounds for account suspension or de-activation. BurstNET™ reserves the right to remove any account without prior notice. If BurstNET™ deactivates your account(s) for violating policy, your will forfeit your rights to a refund...and none will be given. No refunds for advance payments, on de-activated accounts. Normal policy is a warning first, and account de-activation the second offense. Serious offenses may cause immediate de-activation.

I'm not looking for any type of compensation from this at all. All I want is the assurance of knowing my box won't be touched unless I authorize it.

Originally posted by BurstNET
<< I don't care it was rebooted. It's that fact that the reboot was authorized by someone still unknown. What if this person called and said "Can you reset my root pass to BLAHBLAH" . If the tech did this with no verification then what? The server would be completely gone. The reboot don't bother me. It's the fact of no security at all. >>


You are missing the point it seems!

Reboot = NO Security Risk - Hence no big deal if identity verification was not made.

Password Change/Format Drive, etc.... = BIG Security Risk - Hence we always ask for identity verification.

I don't feel it is that big of a deal a server was rebooted without verification of caller requesting such. If they had been requesting something else, VERIFICATION WOULD HAVE BEEN REQUESTED.
You are making it sound like we never ask for verification, and that IS NOT true.

Sean R.
BurstNET

Agreed.

It ISN'T a big deal, but of course nocster will normally verify the calls. It was just at that situation that they didn't. It won't happen again. I'm sure they aren't going to reboot routers every few hours hence make a mistake and not verify it.

The NON-VERIFICATION was a mistake, hence it will not happen again. Your posting here doesn't do any good to potential buyers because you are warning them of something that isn't going to happen anymore, especially after your incident.

Originally posted by serverdown
I'm not looking for any type of compensation from this at all. All I want is the assurance of knowing my box won't be touched unless I authorize it.

Then why don't you call 1-800-BURST-NET or whatever their phone number is and tell them this? Or you say you talk to them online alot, tell them there.

Originally posted by serverdown
I'm not looking for any type of compensation from this at all. All I want is the assurance of knowing my box won't be touched unless I authorize it.

And they already did that *before* you posted here!

Originally posted by serverdown
. . . . . . . . . All I want is the assurance of knowing my box won't be touched unless I authorize it. I don't see how that's gonna happen.
That would like be assuring you that, when you cross the street, you won't be hit by a car.
Accidents happen. If you can't understand that, I really feel sorry for you.

Originally posted by serverdown


They have no justification to terminate my service. There is a thing called freedom of speech and I do beleive that it's still used now.



They can terminate your service anytime they like and if I was them thats what I would do.

You sound like the type of person that would sue 7-11 because your Slurpee was too cold and gave you a brain freeze.

How the heck can you do that to a customer? That would be like RS just kicking their top bandwidth hogs off their servers. You can't do that... and you can get a hefty lawsuit if you do so. If he has violated some rules then I can see that happening. You can't do so just because you don't like what they have done.

-Alec

Originally posted by serverdown


Exactly what I wish to do but I won't feel secure until I know there is some type of authorization required.

If you need to feel so secure by a t1 and host things at your house. Remember, you get what you pay for, and your not paying that much. They said it was a mistake, get over it. I don't feel sorry for you as I had a server with burst.net when they had a single DS3 to sprint and the latency was over 500 ms. Now this issue is over, everyone can see burst.net is a good/reliable company and your just a little whiner because the service you recieve isn't %100 flawless. Crap happeneds, buy a bumper sticker.

I can see serverdown's viewpoint here... What if that guy who requested a reboot kept on calling to have the server rebooted? I would be extremely peed off. Having said that, if this was a mistake (you never know, the other customer might have given the wrong IP/Server name hence your server was rebooted).

James

How the heck can you do that to a customer? That would be like RS just kicking their top bandwidth hogs off their servers. You can't do that... and you can get a hefty lawsuit if you do so. If he has violated some rules then I can see that happening. You can't do so just because you don't like what they have done.


There would be no law suit, no business can be forced to do a business with anyone. Maybe if they broke the contract you could sue, but all they need to do is let the contract expire and not renew it.

Well, I have not posted in a while on WHT, I've personally been involved with way too much, and haven't had time to even come here and look at anything. Everybody seems to know how to get a hold of me, and that's good, because I don't check PM's, and haven't in about 3 - 4 weeks. What can I say, just too busy. I feel the need to explain a few things here. First of all, yes, rebooting a server is a big deal, and in a staff meeting tonight, I will once again reiterate this to all staff. As the story unfolds, we had to update some routing maps (BGP updates), which required a router reboot for a period of 2 minutes. Some servers were non-responsive after the update, and a reboot of the server cleared up the connectivity problem. At that time, one of said clients customers called in, asked our admin to telnet to his server IP, to see if any connection problem. This was done, and then client asked for reboot. Because of the situation at hand, it was thought to be legit, it of course was not, and my admin was verbally warned. Customer contacted me via AIM and you all saw the rest. This is a mistake, no two ways about it, and passwords are verified for such purposes, but was not in this case. As a managed solution, we do reboot servers without client request if found to be non-responsive, and unable to be logged into. I apologized to customer, because it was wrong, but unfortunately, it was not to his liking. Now, the effect that it has, is that he will be banned from myself, and my staff's AIM's, as copying a private AIM session, is very unprofessional, and as stated, we had carried friendly conversations, which most times involve outside activities, not related to web hosting at all. I can no longer trust that these also will not be posted on WHT, or any other forums. I love the relationships that I can build through AIM, and helping people with problems, both personal and professional, however, I choose to be discreet with them, and do not publicly post.
Company protocol is set with these situations, and it was not followed, that will be rectified, or action will be taken. Client also overstepped boundaries, and I no longer feel comfortable with that situation either. I believe in fair business practice, and good business ethics, mistakes can and are made, and I try my best to rectify them. I apologize openly and publicly for any problems / inconvenience that this has caused the client, and am man enough to admit mistakes. I wish you the best in your endeavors, and hope that you find everything your looking for.

Sincerely,

I applaud burst for how they handled this situation and I tend to agree with them banning that particular person from ever using AIM with any of the burst staff again...

I hope the clients happy considering all he did was remove one level of support between himself and burst which burst does not have to offer.

Yep. Not many would take a stance and ban abusive customers like that. If more would do it, I believe there wouldn't be much of that kind of rude, disruptive, and inappropriate contact initiated.

Well done Matthew. Personally i think that is honest customer service and that serverdown should apologise for posting a private conversation publicly (as Matthew already apologised).

Then they should both kiss and make up and agree not to reboot without prior written authorisation from the client via snail mail - with min 3 months notice - oh and it has to be signed and authorised by a judge. ;-)

BTW - we use passphrases for phone conversations for things like reboots (when we don't recognise the clients voice - which is unusual) - the passphrases are always different from the admin passwords of the boxes. Does no-one else use them? We find it makes verification simple - one passphrase per account that the client can change whenever someone leaves their company.

I think this thread has had the opposite effect that the starter wanted. I found it to be a great learning experience on how to professionally deal with ******** .

If I ever need to switch hosting companies in the future, I will be sure to check out BurstNet’s services.

But the customer shows, if not a lack of class, certainly a lack of business professionalism. I suggest Burst requires in the future from this customer for each incident a Notarized letter specifically outlining what they can do before touching the server. Now, it might delay a reboot a few days, but it would certainly remove all worry that they do something without authorization.

One good thing about visiting WHT and seeing some of the immaturity and unreasonableness of both customers and providers is that I am so thankful for the vast majority of excellent and reasonable customers and I'm sure many customers are thankful for their professional hosts.

Originally posted by jarrod
I found it to be a great learning experience on how to professionally deal with ******** .


ROFL ;) :stickout :D


EDIT: You know what seems funny? With RS, Nocster/Burst, and a few others you see this trend. A person comes and posts saying they did this this and this to me... they suck... etc. And then once the company actually posts it changes the whole swing of things.

Originally posted by phpcoder


EDIT: You know what seems funny? With RS, Nocster/Burst, and a few others you see this trend. A person comes and posts saying they did this this and this to me... they suck... etc. And then once the company actually posts it changes the whole swing of things.

Nocster/Burst didn't really change -- they apologized from the beginning, before he posted, and explained it was an error and they would try to make sure it would never happen again to *any* client. All Matthew posted was an agreement with what he previously said and that the other guy was abusive ;)

Originally posted by smidwap


No offense, but you yourself needs to calm down :stickout . You've had your say. ;) Don't start bashing his hosting company. This should really only be between BurstNet and him. Stick to the subject :D .
AGREED!
I was the first one posting on this thread to say that I feel that I must side with Burst on this one; Matthew apologized and everything is OK, no need to make a big fuss of the situation.

What have I done?? As soon as my post was added to the thread, all of you started posting messages that are very aggressive towards Serverdown. This is totally unjustified! YES, he overreacted. YES, Matthew did the right thing. YES, he should have left the story at rest.
But puh-lizzz re-read your messages! What may seem like host bashing has now turned to user bashing.

This is just as insane. I don't want any part of this. Guys, chill out!

Okay. End of disscussion! Please. :D

Originally posted by jarrod
I think this thread has had the opposite effect that the starter wanted. I found it to be a great learning experience on how to professionally deal with ******** .

If I ever need to switch hosting companies in the future, I will be sure to check out BurstNet’s services.

Agreed. the customer was NOT right :)

Ok. End of thread. I'm closing it. Oh wait, I cannot do such a thing!

serverdown's gone very quiet :rolleyes: I think this thread should be closed now. Having read it, I think the most important point you can draw from it is that by bringing issues like this public, you can end up shooting yourself in the foot - Steve says he had a good 'relationship' with Matthew, and he has now lost this. Unfortunately, he has nobody to blame but himself. Hopefully it will prompt other's thinking about posting here in a similar fashion to step back and rethink the situation to determine whether in fact posting here is really necessary.

I don't think there's much more to be gained from this thread.

*thwack*

Oops I just noticed the date on this, heh, its a week old, pulled it out of some search results hence assumed it was only a day or two old. Wouldn't have posted had I realised, no point in dragging it up deliberately. Sorry! :D

Well, at least it looked as though you learned something too :D .

Point 1: This wasn't intentional.

Point 2: If someone continued to call in reboots or on any usual occasion, they'd usually or definitely be asked for verification, by the sound of it.

Point 3: The mention of someone having it so when the server is rebooted it deletes all the files from the system is ridiculous. If they managed to set that up, you're already doomed and they'll surely delete your files anyway.

Point 4: I think, thought I don't agree it's right, that any business can refuse service to anyone for any reason (within the law). If they refunded all your money and gave you ample warning, they probably could terminate your hosting contract. That's not to say they'd ever do such a thing though.

I've had servers rebooted because a tech mistook the server for another. In fact, many times. However it was back up within 20 to 45 seconds and that didn't happen often. If this happened more than once, I'd be annoyed sure, but so far is this over once? I'd not worry about it or relate it to lack of trust and assume they'd not verify more important requests if they were made (such as changing a root password, etc.). That just seems unreasonable and I really don't think you need to worry.

Originally posted by serverdown
Here I am now stuck having to restart all my scripts and everything else.
What do you mean with this?
Wich scripts do you have to restart? Aren't they restarting themselves?

Hmmmm.

Reading this, I'm further along than I thought.

Bad language and treatment of a service provider, ANYBODY, after they've apologized, admitted the fault, reprimanded the person responsible, and been as civilized as possible about it is bad manners.

Running to a forum to smear them is juvenile.

And please. Save the "I wanted to warn. . ."

I've been lurking here for a month or more, and there are many professional and knowledgeable people here who know that computers aren't magic, and people make mistakes. They've seen much more egregious incidents than this, and aren't likely to use a childish rant as a scale to measure a company by.

I've done some support as an adjunct activity to my job.

I quit, and when I did, I didn't touch my computer for 6 months. People caused me to hate it just that badly.

a picture says a thousand words

:D :D :D :argue: :laugh: :laugh: :laugh: :dgrin:

Burst will never learn. They must be run by a teenager is all that I can guess.

Originally posted by chrisb
Burst will never learn. They must be run by a teenager is all that I can guess.

Did you even read this thread?

Well, amazingly enough I just read all 7 pages of this thread. And after all that I appluad Burst - they admitted they made a mistake and attempted to correct it. Now when I get a server, I wouldn't really care if someone rebooted my server. What's it gonna do, prevent 3-4 people from visiting my site, and most likely if they were intrigued by the content of my site they would attempt to come back, so either way you're not losing visitors. And you claim you have all these customers complaining, email them back and say a Tech rebooted the server by accident. I find it even more amazing that people would notice a 5 minute downtime (if that). I for don't notice 5 minutes of downtime and most of those checker thingy's only check every 15 minutes so there's only a 1/3 chance that they'd pick up on it.

Originally posted by Marye

I've done some support as an adjunct activity to my job.

I quit, and when I did, I didn't touch my computer for 6 months. People caused me to hate it just that badly.

Im in support right now and I would be fired if i did that. Im not saying anyone should lose thier job as this is rather trivial.

BUT



The customer has the "Right" to be angry. His server was rebooted. I have customers waiting to see if I can get at least a month of uptime before they even sign up with me.

Originally posted by Abaddon


Im in support right now and I would be fired if i did that. Im not saying anyone should lose thier job as this is rather trivial.

BUT



The customer has the "Right" to be angry. His server was rebooted. I have customers waiting to see if I can get at least a month of uptime before they even sign up with me.

You make some excellent points despite the fact that I've been drinking and a bit soused cuz it's my birthday (39 again... sigh). :)

Hey look, everyone makes a mistake. This is why we implented a security word. This security word must be verified even for the little problem the client might have, because at the end, the eye is on us.

Alot of good points brought up in this thread.