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  1. #1

    OVH - violation of the terms of service.

    Yesterday I got an email saying:

    "Dear Customer,

    Abnormal activity has been detected on your VPS

    - START OF ADDITIONAL INFORMATION -

    Despite our legal communications about serious abuse-criminal concerns sent to the administrative contact of the account, you refused or neglected to respond to our notice and/or to apply corrective measures, which constitutes a breach of contract."

    This sounds like they have contacted me before, but even their panel doesnt shows anything prior to this email.

    I did check my user panel and I saw that the same ticked had been opened and closed within 3 hours.

    Few times I asked for explanation, and their last email said:
    "Hello,

    Your message was received. It was considered, and we decided that there was still a violation of the terms of service. At this point, the decision is made.

    Phil @ OVH"

    How should I know what this means, and how to prevent this in the future (since I still have active services with them) if they block you and never give you any reason.

  2. #2
    Join Date
    Sep 2005
    Location
    Albany, NY
    Posts
    3,956
    I would make sure that you whitelist their domain in any spam filter you have going so you don't miss anything. Other than that, maybe check your panel every few days? Not sure.
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  3. #3
    "I did check my user panel and I saw that the same ticked had been opened and closed within 3 hours."

    That was the only email they had sent. And even if I had them blocked, their panel should show their previous email, allowing me to read and reply, but it seems they didnt need my opinion at all so they have made their call to block my vps.

    In my opinion, this means if they know the reason, that is all they need to make any derision, or maybe they are shy to explain the reason.

  4. #4
    "We hereby inform you of the decision of OVH HOSTING Inc. to terminate your service agreement. You will receive another email explaining how you can retrieve the information hosted on the suspended product."

    They also forgot to email me with my backup

  5. #5
    Join Date
    Aug 2010
    Location
    Belgium
    Posts
    657
    What did you expect.. You got helped by their legendary support (y).

  6. #6
    OVH is popular for its such support!! every 2 days you get to see one such post about OVH. your best option would be to Ring them and speak to them.
    You might want to check your spam box again!!
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    Powerful Dedicated Servers and VPS servers | Instant Setup
    Quote ? - Sales @ Crypracks.com

  7. #7
    Join Date
    Aug 2010
    Location
    Belgium
    Posts
    657
    I mean, when I first became customer at OVH when they weren't accepting orders outside the EU they kept telling me they would suspend me because my IP addresses were malconfigured.

    They never gave me information on how to configure my IP space, not even such as a netmask, and when I calculated the netmask for it it would not work. What I did was configure the IP space for 255.255.255.0 and it (magically) worked. After all the nastygrams they send me they still didn't suspend my services.

    Bottom line is that they provide the worst support ever and can't even tell you how to configure an IP block.

  8. #8
    Join Date
    Nov 2006
    Location
    USA
    Posts
    767
    Quote Originally Posted by AG-Arco View Post
    I mean, when I first became customer at OVH when they weren't accepting orders outside the EU they kept telling me they would suspend me because my IP addresses were malconfigured.

    They never gave me information on how to configure my IP space, not even such as a netmask, and when I calculated the netmask for it it would not work. What I did was configure the IP space for 255.255.255.0 and it (magically) worked. After all the nastygrams they send me they still didn't suspend my services.

    Bottom line is that they provide the worst support ever and can't even tell you how to configure an IP block.
    The netmask for a single IP assignment should be 255.255.255.255, 255.255.255.0 is the netmask for a /24 assignment.

  9. #9
    Join Date
    Jun 2014
    Location
    Chicago
    Posts
    37
    One time I send an email to pay 80euro as they said toget help on a spam problem and never got any help I had to unblock the IP fix the spam problem my self. The only email I got was 7 moths later asking if I needed any help so ovh is a self service automated provider if you know what you are doing is good. Take your back up and restore to another server or another provider.

  10. #10
    Join Date
    Aug 2010
    Location
    Belgium
    Posts
    657
    Quote Originally Posted by PersonalJ View Post
    The netmask for a single IP assignment should be 255.255.255.255, 255.255.255.0 is the netmask for a /24 assignment.
    I am well aware how IP addresses work, and you're aware 255.255.255.255 won't do anything, right? It is, in fact, a single IP..

  11. #11
    Join Date
    Aug 2006
    Location
    Ireland
    Posts
    814
    What was it used for? never heard of OVH sending emails like this, must be serious

    did you try ringing them? I found their phone support in Dublin good in the past when I used OVH

  12. #12
    Join Date
    Nov 2006
    Location
    USA
    Posts
    767
    Quote Originally Posted by AG-Arco View Post
    I am well aware how IP addresses work, and you're aware 255.255.255.255 won't do anything, right? It is, in fact, a single IP..
    Indeed, OVH's default allotment is a single IP. The /32 subnet mask will still work as a host route. Did you have a /24 from them? Assigning an incorrect subnet mask can cause issues with broadcast traffic. However, OVH by default will assign a /24 netmask for single IP allocations. I'm not certain what they do for their RIPE/ARIN IP block addons, but the OVH forum indicates you need to use a /32 subnet mask for addon IP blocks.
    Last edited by PersonalJ; 07-19-2014 at 04:41 PM.

  13. #13
    Quote Originally Posted by PersonalJ View Post
    However, OVH by default will assign a /24 netmask for single IP allocations.
    Yep checked 2 of my servers at OVH and both have a netmask of 255.255.255.0 both having a single IP.

  14. #14
    Join Date
    Jan 2013
    Location
    Texas
    Posts
    274
    Quote Originally Posted by dfh_ie View Post
    What was it used for? never heard of OVH sending emails like this, must be serious

    did you try ringing them? I found their phone support in Dublin good in the past when I used OVH
    yah, me neither. i guess I've never messed with their VPS's though

  15. #15
    Join Date
    Jun 2011
    Posts
    67
    Quote Originally Posted by PersonalJ View Post
    Indeed, OVH's default allotment is a single IP. The /32 subnet mask will still work as a host route. Did you have a /24 from them? Assigning an incorrect subnet mask can cause issues with broadcast traffic. However, OVH by default will assign a /24 netmask for single IP allocations. I'm not certain what they do for their RIPE/ARIN IP block addons, but the OVH forum indicates you need to use a /32 subnet mask for addon IP blocks.
    The netmask does not reflect the ip space they assigned to you, but it tells your node to which network it belongs

    As you will only have (non-routed) network connectivity within the same subnet, configuring a 255.255.255.255 netmask will NEVER work because you will have no network connectivity to your gateway...

    It'd say try to configure a 255.255.255.255 on your pc. you'll see that you can reach your own pc on the assigned IP, but you will not be able to reach ANYTHING else (not even the config page of your router at your home)

  16. #16
    Join Date
    Aug 2013
    Posts
    495
    OP, were you doing something illegal on their server? Communication isn't always the best with them but you haven't indicated what caused them to this action. There's a possibility they're in the right and you might not even realize it.

  17. #17
    Join Date
    Nov 2006
    Location
    USA
    Posts
    767
    Quote Originally Posted by GDX^ View Post
    The netmask does not reflect the ip space they assigned to you, but it tells your node to which network it belongs

    As you will only have (non-routed) network connectivity within the same subnet, configuring a 255.255.255.255 netmask will NEVER work because you will have no network connectivity to your gateway...

    It'd say try to configure a 255.255.255.255 on your pc. you'll see that you can reach your own pc on the assigned IP, but you will not be able to reach ANYTHING else (not even the config page of your router at your home)
    I am aware of this. On a normal network a /32 would not be routed and you would want a /30 at minimum in order to communicate with a gateway. I am referring to the following thread and others on the OVH forums and their documentation in regards to addon IP blocks.
    https://forum.ovh.us/showthread.php/...-configuration

  18. #18
    Quote Originally Posted by dfh_ie View Post
    What was it used for? never heard of OVH sending emails like this, must be serious

    did you try ringing them? I found their phone support in Dublin good in the past when I used OVH
    It was used for irc chat only, public server (7 years old network), listed on searchirc, lightirc and netsplit, reported from my competitors with some fake logs and ovh bought their story.

  19. #19
    Join Date
    Aug 2006
    Location
    Ireland
    Posts
    814
    Quote Originally Posted by Zemra View Post
    It was used for irc chat only, public server (7 years old network), listed on searchirc, lightirc and netsplit, reported from my competitors with some fake logs and ovh bought their story.
    I think OVH were always fairly anti-irc for some reason, I remember an option in control panel before mentioning something about IRC whitelisting or something like that.

  20. #20
    Quote Originally Posted by critihost View Post
    OP, were you doing something illegal on their server? Communication isn't always the best with them but you haven't indicated what caused them to this action. There's a possibility they're in the right and you might not even realize it.
    No1 would complaint if they had done anything illegal in a country that is strict on internet crime.

    I did sent them channel logs and nothing matches the report, but the abuse team failed to respond for 4 days, and the support team has no idea what is going on.
    The only reason that I did post this thread is to let everyone know that if they ever have to deal with OVH abuse team, they will suffer.

  21. #21
    Quote Originally Posted by dfh_ie View Post
    I think OVH were always fairly anti-irc for some reason, I remember an option in control panel before mentioning something about IRC whitelisting or something like that.
    They do allow irc, http://forum.ovh.co.uk/showthread.ph...-for-OVH/page2

  22. #22
    "Unfortunately the abuse team can only be contacted by the online form my colleague provided you.

    Sorry for the inconvenience!"

    They are giving you time to respond to their email, but the only way to contact them is contact form via the web, which means it doesnt matter if you do reply or not, they wont read anything unless you fill the contact form, which is to report abuse, not discuss an open ticket.

  23. #23
    Quote Originally Posted by Zemra View Post
    "Dear Customer,

    Here's what I got form the abuse team, the decision to suspend your VPS is final, there was too many complaints for it. There's no possible reversal for this decision. Even if it's not your fault, you VPS might have been compromised but you still have the responsibility to ensure security on it. From our record you never responded to our warnings.

    Regards,
    But their first e-mail from the abuse team states
    If you consider this complaint to be unjustified and/or if you have implemented corrective measures, please reply this email and provide us with your written comments and observations within forty-eight (48) hours of this email.
    Go and figure what they want.

  24. #24
    The attachment file proves the date they contacted me and I replied back, and they use the timeframe between replies as a reason for blocking me VPS, which shows that they are totally wrong.
    Attached Thumbnails Attached Thumbnails ovh.JPG  

  25. #25
    Join Date
    Jul 2000
    Posts
    2,063
    Quote Originally Posted by Zemra View Post
    The attachment file proves the date they contacted me and I replied back, and they use the timeframe between replies as a reason for blocking me VPS, which shows that they are totally wrong.
    The thing is that you don't need to prove us anything. It's not us you need to convince. It's them.
    I choose not to use my signature for advertising.

    It doesn't matter how much you claim how important your data is. If it's not backed up, it's not important.

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