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  1. #1

    Up2VPS - Bad experience

    Hi there, I'm writing here to let you guys know about my bad experiences with Up2VPS.

    I've owned a VPS server from them for about a month and 2 weeks. Their set up time was pretty good and the performance and uptime was brilliant, however, on the 10th of May or so I could no longer log on to my server through putty.

    I assumed it was a temporary error so I decided to restart the server through their control panel. Next thing I know I'm just getting constant Connection errors, I can no longer even get as far as attempting to log in.

    After two days of thinking, searching etc I came to the conclusion that it wasn't my fault nor did I have any way of fixing it even if it were. I created a support ticket and the support was quick but terrible, frustrating and sometimes I found it rude despite my efforts to be kind and ask politely.

    Hi
    we can't connect from ssh, i have try from consel but commanded don't work
    I know that... that's why I created the ticket.

    I apologize for your issue, as you see commanded won't run as it shows
    i don't know what you run into it damage the OS
    if we have way to fix we will do , please don't compalin us about your vps , we unmamaged service you managed your vps by your self , we try to offer help when we can
    Probably the politest reply I had, but still not helpful.

    Hi
    we have tried too many ways but it still, we can't recover it
    we sent to OS but still don't have away
    please advise
    The final reply to the ticket (above) they asked me for advise on how they should fix it, or at least I believe that's what they were trying to say. I really am not sure what they expect me to say to that.

    Yes I am paying for an unmanaged server. However, I work in only one folder that has no permissions to access the operating system or such, so I'm pretty sure I wasn't the cause of the corrupted data. Even so, how could I fix a server that I do not have physical access to?

    Anyway, there you are. I'm sorry to have put this company down in so many ways because their servers are genuinely brilliant for the price... but I just find this so frustrating I felt I should warn others of my personal experience. I guess I'm the fool here for not making local backups.

  2. #2
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    their replies brought me a big grin. if indeed those are the exact replies from your provider, I advise you to pack your bags and move as soon as you get your data back (hopefully).

  3. #3
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    When I read their replies, I am just wondering where they are from and do they even speak English?
    Aaron Ong
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  4. #4
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    Quote Originally Posted by aodat2 View Post
    When I read their replies, I am just wondering where they are from and do they even speak English?
    That's my question. I have nothing against someone who does not speak English but they should sound a little more professional than they did in those replies.

  5. #5
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    It would appear that they dont know what there doing.

    Did you get any messages like

    Error: Domain 'vmxxx' does not exist.
    From the console (inside solusvm).
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  6. #6
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    I don't often comment on "thumbs down" type reviews but... WOW, that is seriously shocking!

    At the very least they should be able to mount your file system and give you access to your data.

    Also interested to know the output from the console in solusvm, its a ridiculous way of solving it but we may be able to give some suggestions you can put in a support ticket so they know which buttons to press.

    Makes me sad and angry to see posts like this, if this can be verified they just should not be allowed to advertise here in the future.

    (everything above is based on the assumption the OP is true)
    -> INCEPTION HOSTING LIMITED
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  7. #7
    Hi
    1: we unmanaged service
    2: you already destroy centos by yourself not us
    3: you get 100% uptime
    4: we tried acess Serial Console commanded can't be run
    sh-3.2# yum update
    sh: yum: command not found
    sh-3.2#
    Good luck

  8. #8
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    Did some searching and actually found a bunch of good reviews about them on WHT which does not seem match the OP's experience, I will contact Up2VPS to make them aware of this thread it would be unfortunate if it is unfounded (and the reason I don't often reply to them)
    -> INCEPTION HOSTING LIMITED
    -> QUALITY XEN & OpenVZ VPS HOSTING
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    -> WHITE LABEL XEN VPS RESELLER PLANS

  9. #9
    Quote Originally Posted by Tiger-Matt View Post
    It would appear that they dont know what there doing.

    Did you get any messages like



    From the console (inside solusvm).
    are you sure?
    have you try acess before reply?
    Last edited by Up2vps; 05-18-2011 at 01:59 PM.

  10. #10
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    hmm there is a big "Managed!" right in the centre of your home page, so I assume you do at least offer managed services, how do you know the OP destroyed his VPS?

    Not trying to have a go at Up2VPS please dont take offence it just seems very harsh on the OP to say it was his fault without being able to back that up.
    -> INCEPTION HOSTING LIMITED
    -> QUALITY XEN & OpenVZ VPS HOSTING
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  11. #11
    Quote Originally Posted by backtogeek View Post
    hmm there is a big "Managed!" right in the centre of your home page, so I assume you do at least offer managed services, how do you know the OP destroyed his VPS?

    Not trying to have a go at Up2VPS please dont take offence it just seems very harsh on the OP to say it was his fault without being able to back that up.
    Managed come with Cpanel only,this node not reboot around 100 days , we not made changes or look into any vps or change
    as we offer

    Managed with Cpanel/WHM Need Custom VPS? discussion the Price? Contact us

    Location sold out? please contact us Contact us

    USA Clarks Summit , Los Angeles , Seattle and German
    vps already online , we have tried to get back and rebuilt
    but no ways , ssh ftp all down only Serial Console
    however all command not found

  12. #12
    Thanks for the replies, I'm glad I'm not the only one thinking this is outrageous. If verification is needed I can post some screenshots of the ticket if necessary, although I'm not sure if I should cover up names?

    Quote Originally Posted by Up2vps View Post
    2: you already destroy centos by yourself not us
    I'm not sure if you read my post but I clearly stated I only operate in a single directory and do not allow permissions to access the operating system to the things/scripts I am using. I admit I am no Linux pro but I'm certainly capable of knowing that I shouldn't fiddle around with things like that. Why would anyone want to destroy the server they paid for?

  13. #13
    Quote Originally Posted by Yedanker View Post
    Thanks for the replies, I'm glad I'm not the only one thinking this is outrageous. If verification is needed I can post some screenshots of the ticket if necessary, although I'm not sure if I should cover up names?


    I'm not sure if you read my post but I clearly stated I only operate in a single directory and do not allow permissions to access the operating system to the things/scripts I am using. I admit I am no Linux pro but I'm certainly capable of knowing that I shouldn't fiddle around with things like that. Why would anyone want to destroy the server they paid for?
    do not allow permissions to access the operating system
    explain?
    you have solusvm you can reinstall anytime by one click

    CentOS

    Centos-5 32bit , 5 64bit
    Fedora Core
    Fedora-10-x86, fedora-11-i386, fedora-11-x86_64 , fedora-12-i386 , fedora-12-x86_64
    Debian
    Debian-5.0-x86 , debian-5-x86_64 , debian-5.0.5-x86_64
    Ubuntu
    ubuntu-8.04-x86 , ubuntu-9.10-i386 , ubuntu-9.10-x86_64, ubuntu-10.04-x86_64
    Gentoo
    gentoo-2008.0-x86 , gentoo-2010-i386 , gentoo-2010-x86_64
    Slackware
    slackware-12.1-i386-minimal , slackware-13-i386 , slackware-13-x86_64

  14. #14
    Quote Originally Posted by Yedanker View Post
    Why would anyone want to destroy the server they paid for?
    Good,
    why we destroy your vps too? or make changes?

  15. #15
    Quote Originally Posted by Up2vps View Post
    explain?
    you have solusvm you can reinstall anytime by one click
    What I meant is, the scripts I was running (if any) were not permitted to access the operating system or anything, so there is no way it was me who corrupted it.

  16. #16
    Quote Originally Posted by Yedanker View Post
    What I meant is, the scripts I was running (if any) were not permitted to access the operating system or anything, so there is no way it was me who corrupted it.
    Well,
    Uptime: 22:04:54 up 97 days, 7:30, 1 user, load average: 0.03, 0.02, 0.02

    We need keep all our customer online.so why destroy your OS?

  17. #17
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    Quote Originally Posted by Up2vps View Post
    Well,
    Uptime: 22:04:54 up 97 days, 7:30, 1 user, load average: 0.03, 0.02, 0.02

    We need keep all our customer online.so why destroy your OS?
    That is the uptime of your node, not all the uptime's of the containers.

    Similar thing happened a couple of days ago when a customers VPS suddenly stopped working.
    http://www.webhostingtalk.com/showth...=up2vps&page=2

    There is clearly some kind of bug in your system and it needs to be identified.
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  18. #18
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    I could be wrong but as a provider I would not just leave a customer hanging with a non functional service managed or unmanaged, If I did feel it was the customers fault I would at least do everything I could to evidence that before pointing the finger.

    @ OP please log in to your solusvm panel and paste the output you get from the console.
    -> INCEPTION HOSTING LIMITED
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  19. #19
    Quote Originally Posted by Tiger-Matt View Post
    That is the uptime of your node, not all the uptime's of the containers.

    Similar thing happened a couple of days ago when a customers VPS suddenly stopped working.
    http://www.webhostingtalk.com/showth...=up2vps&page=2

    There is clearly some kind of bug in your system and it needs to be identified.
    you don't understand
    this new client , vps already not up when it setup
    also it's antoher node
    also this not issue, his vps online but all command not found , putty down , ftp down
    sh-3.2# yum update
    sh: yum: command not found
    sh-3.2#

    DON't keep reply unless understand
    Last edited by Up2vps; 05-18-2011 at 03:15 PM.

  20. #20
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    Ok so I think I understand,

    1)The VPS is online
    2)Services (sshd etc) are either broken or removed?

    Questions:
    1) Is yum still present on the VPS?
    2) Does the bash history (if present) give any ideas on what was done before the server ended up in this state?
    3)do the logs give any indication of what actions were taken on the server?
    4) Assuming yum or sshd is gone has anyone tried to compile yum or sshd from source?
    5) perhaps .bashrc is corrupt/missing

    Just thinking out loud I guess.
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  21. #21
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    Quote Originally Posted by Up2vps View Post
    you don't understand
    this new client , vps already not up when it setup
    also it's antoher node
    also this not issue, his vps online but all command not found , putty down , ftp down
    sh-3.2# yum update
    sh: yum: command not found
    sh-3.2#

    DON't keep reply unless understand
    Frankly it is hard to understand other than the fact you seems to adopt the completely un-managed method. The minimum you could have done in the first place is offer a re-image/re-install. Your responses are unclear and I understand that English isnt your main language, but your support responses seem inadequate.
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  22. #22
    Quote Originally Posted by backtogeek View Post
    Ok so I think I understand,

    1)The VPS is online
    2)Services (sshd etc) are either broken or removed?

    Questions:
    1) Is yum still present on the VPS?
    2) Does the bash history (if present) give any ideas on what was done before the server ended up in this state?
    3)do the logs give any indication of what actions were taken on the server?
    4) Assuming yum or sshd is gone has anyone tried to compile yum or sshd from source?
    5) perhaps .bashrc is corrupt/missing

    Just thinking out loud I guess.
    Hi
    All command not found, We try view log massage, copy data etc
    all not found

  23. #23
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    output of 'find / -name sshd' ?
    -> INCEPTION HOSTING LIMITED
    -> QUALITY XEN & OpenVZ VPS HOSTING
    -> PHOENIX & MIAMI USA & THE NETHERLANDS & UK EU
    -> WHITE LABEL XEN VPS RESELLER PLANS

  24. #24
    I've never used the console on Solusvm, so I went on it and it listed the details. Is it normal that the Solusvm IP is different from the one of the actual server, it also doesn't seem to give me any error (just nothing comes up, just stays blank) but I may be doing it wrong.

  25. #25
    Quote Originally Posted by Tiger-Matt View Post
    Frankly it is hard to understand other than the fact you seems to adopt the completely un-managed method. The minimum you could have done in the first place is offer a re-image/re-install. Your responses are unclear and I understand that English isnt your main language, but your support responses seem inadequate.
    Hi
    i who reply into his ticket always
    i sent this issue to our support department , They take 2 week around everyday every hours to get solution.

  26. #26
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    Assuming this is an OpenVZ server, you don't have to be inside the container to view the files or logs - do it from the host node.
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  27. #27
    Quote Originally Posted by Dan_EZPZ View Post
    Assuming this is an OpenVZ server, you don't have to be inside the container to view the files or logs - do it from the host node.
    It's actually Xen I believe.

  28. #28
    Quote Originally Posted by Dan_EZPZ View Post
    Assuming this is an OpenVZ server, you don't have to be inside the container to view the files or logs - do it from the host node.
    Xen Server

  29. #29
    Quote Originally Posted by backtogeek View Post
    output of 'find / -name sshd' ?

    sh-3.2# find / -name sshd
    sh: find: command not found

  30. #30
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    This is one of the frustrating problems, so many natural troubleshooting steps are not being taken, could be wrong but I think it would take me about 15 minutes tops to at least find out what the problem is if I had access.

    Even with Xen you can still mount the vm and take a look at the logs from the slave.

    e.g. mount /dev/Volgroup00/vm109_img /home/xen/vm109/mnt
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  31. #31
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    Quote Originally Posted by Up2vps View Post
    sh-3.2# find / -name sshd
    sh: find: command not found
    so 2 things I notice there.

    1) your not in bash
    2) you did not enter the full path '/usr/bin/find / -name sshd'

    or just type bash or use chsh and change the default to bash.

    I very much hope this is not the problem but I will genuinely LOL if it is
    -> INCEPTION HOSTING LIMITED
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  32. #32
    Yedanker

    update your ticket please

  33. #33
    Quote Originally Posted by backtogeek View Post
    so 2 things I notice there.

    1) your not in bash
    2) you did not enter the full path '/usr/bin/find / -name sshd'

    or just type bash or use chsh and change the default to bash.

    I very much hope this is not the problem but I will genuinely LOL if it is
    i leave copy
    i'm not support

  34. #34
    They have finally rebuilt my VPS and so far I'm having no problems. Thanks.

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