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  1. #1

    Question Burstnet Poor Support

    Network issue inside Burst.net - they are unable to resolve it even after 6 days.

    A traceroute from Canada stops here :

    ==========================
    7 32 ms 31 ms 137 ms vl0015.gwy03.sctn01.hostnoc.net [198.32.160.221]
    8 32 ms 32 ms 35 ms xe1-03.gwy03.sctn01.hostnoc.net [64.120.243.26]
    9 97 ms 225 ms 121 ms ec0-64.bk2001.sctn01.hostnoc.net [64.120.243.18]
    10 * * * Request timed out.
    11 * * * Request timed out.
    12 * * * Request timed out.
    ==========================

    but from very few other traceroute locations, it passes the block and reaches the destination server.

    The last response that I have from their support department :

    ==========================
    I am going to ask our programming department to review this matter further.
    ==========================

    Is a network issue related to programming ?

    Guess Burst lacks knowledgeable staff in their NOC

  2. #2
    Join Date
    Feb 2011
    Location
    THE TOOOOOON , UK
    Posts
    81
    I highly doubt they mean Programmers like C# / PHP.
    There referring to there NOC/Support Department id say...

  3. #3
    I am sorry, I did not mean to stress on whether it was a mistake in the word "programming" but my main concern is the network problem that has not been fixed for the last 6 days !!!!!

    Isn't that a big downtime ?

    Maybe there are others who have the same network issue from Canada ?

  4. #4
    Join Date
    Dec 2005
    Location
    The Netherlands
    Posts
    107
    Is that a trace FROM BurstNET, or TO BurstNET?
    Perhaps you could give them a ring, and ask for a network engineer by phone...

    This matter should be able to resolve quite easily, however if it's in their control.

  5. #5
    Its a trace from Quebec (Canada) TO BurstNET , thanks for asking.

  6. #6
    Join Date
    Oct 2009
    Posts
    1,036
    I'll need a ticket number, please to validate your claim and see what's the what.

  7. #7
    Join Date
    Dec 2005
    Location
    The Netherlands
    Posts
    107
    Quote Originally Posted by 227b View Post
    Its a trace from Quebec (Canada) TO BurstNET , thanks for asking.
    Do you see the same problems the other way around?
    So log on to your dedicated server, and there do a trace-route to your home IP...

  8. #8
    Quote Originally Posted by BurstNET_CSM View Post
    I'll need a ticket number, please to validate your claim and see what's the what.

    This is the Ticket ID: 2625643 . Thank you.

  9. #9
    Join Date
    Oct 2009
    Posts
    1,036
    It was updated about an hour ago from us.

    There was a delay however, and I apologize for it, it seems it was left in a tech's queue that wasn't in the past two days, and our other techs missed it.

  10. #10
    Quote Originally Posted by BurstNET_CSM View Post
    It was updated about an hour ago from us.

    There was a delay however, and I apologize for it, it seems it was left in a tech's queue that wasn't in the past two days, and our other techs missed it.
    nice

  11. #11
    Join Date
    Mar 2010
    Location
    Lithuania
    Posts
    2,149
    i know golden phrase: You get what you pay.

    You can find more expensive providers if burst.net support is bad for you.
    Andrius Petkus, Chief commercial officer @ Bacloud.com data centers.
    Build your cheap dedicated server, Affordable high power Windows SSD VPS
    Payment methods: Bitcoins, Credit cards, PayPal, WebMoney, Perfect Money, Safety Pay, Cashu, Bank transfer.

  12. #12
    Join Date
    Jan 2011
    Posts
    292
    More expensive providers don't always mean better.
    There are companies which can't be considered expensive but they appreciate their every client offering superb support.

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