Web Hosting Talk : Web Hosting Main Forums : VPS Hosting : ClubUptime - Windows VPS dissapeared

[onthedole]

Hey all,

I signed up for club uptime on the 16/12/2010 for a $39 Windows VPS Plan. All was running smooth till sometime between 24-48 hours ago. Here is my story.

All times are in AEST(Australian Eastern Standard Time)

11:00am 06/01/2011: Receive SMS from my developer saying server is down.

11:30am 06/01/2011: Trying mstsc and ping, no response. Might be a temporary issue, leaving for few hours and telling my developer to take a long lunch break.

12:44pm 06/01/2011: Server still not accessible. logging in to control panel. Virtual Servers:0 . Getting worried. Opened ticket online with all requested info.

13:00pm 06/01/2011: Checked my account info. Credit card valid, Invoice was paid and 1 hosted service is being billed for.

19:00pm 06/01/2011: No response to ticket. Trying online chat. No operator available.

19:06pm 06/01/2011: emailed support@clubuptime.com with issue. Hoping this may get their attention.

08:43am 07/01/2011: called support at +1 (877) 248-4401. Not a toll free number from Australia. Talked to a support person who informed me the following alarming information

1. My IP address is not on their block
2. The stopped selling windows servers a month back(after I joined)
3. Request me to send him the "New Server" email I received when I joined to verify that my server really existed.(completed while on phone) Support will escalate to manager with urgent priority

13:45pm 07/01/2011 not heard back from club uptime as of yet. Calling support again. Was on hold for 5 minutes. Hanged up.

13:50pm 07/01/2011: not heard back from club uptime as of yet. Calling support again. Was on hold for 5 minutes. Hanged up.

I am lucky the server is used as my development server only but frustrated about the lack of timely response, unanswered support tickets, and not being able to know what's really happening.

I understand every hosting company has issues, this may be a glitch and soon resolved. I am hoping clubuptime get back to me soon about this and will update this thread with new information as it becomes available.

Anyone who runs a hosting company - do you have a guess on what the issue may be and whether it's wise to wait or start again with a new provider?

Thanks guys...

[pmalc]

I have a VPS with ClubUptime, so I'm interested in how will this issue go. Hope Matt can see this soon.

[PremiumHost]

It could be your VPS was reclaimed accidentally.

Providing that Clubuptime no longer offer Windows VPS, i would look for a new hosting provider immediately.

[onthedole]

10:00PM 8/01/2011: Finally received a response and a refund.

In response to why I was not informed before my VPS dissapeared, a company rep stated that 'As far as I'm aware, the decision was communicated to users before the switch-off was made, but that's out of my hands.'

In conclusion, doesn't seem like clubuptime is taking any responsibility for their actions. Glad I found this out so soon after signing up.

[TrySparta]

Your post is very misleading, and as per our decision to withdraw our Xen offerings, we reimbursed your credit card instantly (for the removal of any doubt, the exact issue time was 17:08 on 06/01/2011). All of your support tickets were answered within the bounds of our SLA (certainly on my watch anyway).

Could you tell me the name of the representative you spoke to on the telephone?

Going back to your ticket, we're not obligated in any manner to compensate you for your decision to hire a developer and have him/her work on our servers. I fully understand that the responses I gave may not have been the ones you wanted to hear, but those are the policies of the company and those are the policies to which we'll be sticking.

If you'd like to discuss this further, please refer back to your ticket on our helpdesk.