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  1. #1

    Secured Servers Review: a slow spiral down.

    Hey guys, I reviewed securedservers a couple months ago.

    They have started a rather steep dive in quality control.

    I recently got a Dual-Core server, and then I was unable to get a VPS working. So I figured I would try for a refund, I knew I was not going to get one most likely but I would try anyways.

    So I submitted a ticket, and it was responded too fast. Only one problem...

    They mixed me up with another client and tried to tell my I have to renew on the 22, when clearly I ordered my server yesterday. They also got the amount of ram wrong.

    So I got on live chat, and I am having them deactivate my /27 block so I dont get charged again.

    I have been very happy until now, it really bothers me that they could mix me up with another client. I know mistakes happen but that is a very very big one. They needed no verification to remove my IP block. What if I had been on the other end of this mistake and I asked to have my server pulled.

    PhenioxNAP's support is still good though. Fast and friendly as always.

  2. #2
    Join Date
    Jan 2006
    Location
    Alabama
    Posts
    1,449
    Are they still doing their weekly "network maintenance" with several hours of downtime per week?
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  3. #3
    Quote Originally Posted by tmzVPS - Jonathan View Post
    Are they still doing their weekly "network maintenance" with several hours of downtime per week?
    Yeah, but most of the downtime happens in the early hours. Thats not what bothers me.

  4. #4
    Join Date
    Jan 2006
    Location
    Alabama
    Posts
    1,449
    Yeah I was just wondering. That's what got me fed up with them.

    A while back I had a server with them just for personal stuff. They had a killer deal I couldn't pass up so I bought one. They once got me confused with another customer, I noticed that they needed no confirmation of "ownership" either. But the network "maintenance" is what made me leave. Not that I needed the server anyway lol.

    It's a shame that you've had a bad experience with them too though, I know at one point they were a pretty good provider, had great reviews on here and everything. Not sure what happened to them.

    Best of luck to you in finding a new host.
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  5. #5
    The main problem is I have to delay my VPS system further, I spent a ton on that node and I cant get a refund.

  6. #6
    Join Date
    Jan 2006
    Location
    Alabama
    Posts
    1,449
    Why will they not give you a refund? A friend of mine had a server with them a while back also and I was helping him out with a project and he decided against it and if I recall they gave him a refund. It was within 30 days of him signing up though.
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  7. #7
    Join Date
    Dec 2005
    Location
    I'm Lost...Help
    Posts
    895
    I have been with securedservers for quite a few months now and I can honestly say I have not seen or has any prolonged downtime been recorded by my server monitors including Nagios and Pingdom during these maintenance windows.

    There has been some increased legacy during this time which is to be expected and they have warned against this, no not a big deal. From my experience the network has improved a great deal with these upgrades.

    They are rolling out the final stage of this upgrade over the next month and then it sounds like they will be wrapped up with this. I give them a kuddos for gathering feedback about their network/upgrades an spending all the money to perform this enormous upgrade.
    Kevin Kopp - MonsterMegs Business Class Hosting Services
    Pure SSD Powered Shared, Reseller, and Enterprise Hosting Solutions
    US & NL Locations :: [US] PhoenixNAP | [NL] EvoSwitch Datacenters

  8. #8
    Quote Originally Posted by Kevin K View Post
    I have been with securedservers for quite a few months now and I can honestly say I have not seen or has any prolonged downtime been recorded by my server monitors including Nagios and Pingdom during these maintenance windows.

    There has been some increased legacy during this time which is to be expected and they have warned against this, no not a big deal. From my experience the network has improved a great deal with these upgrades.

    They are rolling out the final stage of this upgrade over the next month and then it sounds like they will be wrapped up with this. I give them a kuddos for gathering feedback about their network/upgrades an spending all the money to perform this enormous upgrade.
    I have the same thing on one of my nodes.

    It has to do with the area you are in, but really I dont care about that part.

    I just dont like being mixed up.

  9. #9
    Quote Originally Posted by tmzVPS - Jonathan View Post
    Why will they not give you a refund? A friend of mine had a server with them a while back also and I was helping him out with a project and he decided against it and if I recall they gave him a refund. It was within 30 days of him signing up though.
    They just said they could not. I am really not too happy right now.

    Does anybody know a management email?

  10. #10
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    Bijan, I *REALLY* am concerned about you getting mixed up. Can you please email me right away at JordanJ@Phoenixnap.com with your ticket number? I want to get our guys on it right now. If there is a bug in our system that would allow this to happen we need to get it resolved today.

    About the network upgrades - we have always owned up to the mistakes we made and taken the steps to make it better. Based on our outside monitoring, things have gotten SUBSTANTIALLY better and this month marks the end of our massive improvement. March 6th is the date I heard last for every single component of our entire public network to have been replaced.

    Many of you have been or still are in communication with our network staff about the time/dates your servers are getting migrated to the new network).

    As always - consider this a personal plea. If anyone has any and I do mean ANY concerns with the way we handle anything - please email feedback@phoenixnap.com - this email goes to myself, and all management at PhoenixNAP and we read and personally respond to each and every concern. The feedback from our customers is how we shape future changes and strategy and without it, we are operating blind.
    Jordan Jacobs | VP, Products|SingleHop| JJ @SingleHop.com
    Managed Dedicated Servers | Bare-Metal Servers | Cloud Services

  11. #11
    Quote Originally Posted by JordanJ View Post
    Bijan, I *REALLY* am concerned about you getting mixed up. Can you please email me right away at JordanJ@Phoenixnap.com with your ticket number? I want to get our guys on it right now. If there is a bug in our system that would allow this to happen we need to get it resolved today.

    About the network upgrades - we have always owned up to the mistakes we made and taken the steps to make it better. Based on our outside monitoring, things have gotten SUBSTANTIALLY better and this month marks the end of our massive improvement. March 6th is the date I heard last for every single component of our entire public network to have been replaced.

    Many of you have been or still are in communication with our network staff about the time/dates your servers are getting migrated to the new network).

    As always - consider this a personal plea. If anyone has any and I do mean ANY concerns with the way we handle anything - please email feedback@phoenixnap.com - this email goes to myself, and all management at PhoenixNAP and we read and personally respond to each and every concern. The feedback from our customers is how we shape future changes and strategy and without it, we are operating blind.

    Hey jordan, glad to see you pinged in.

    I emailed you the ID.

  12. #12
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    So just to put everyone at ease about what happened:

    Bijan588 you are an authorized user on the account that you got mixed up with - when our system saw your email - it assigned your ticket to the other account. Because of that, when you made your request, our staff assumed you were talking about the account the ticket had been assigned to.

    This is obviously kind of a unique case - but I am going to talk to our support staff and see what kind of safeguards we can put in place in the future.

    Thank you again for bringing this to our attention!
    Jordan Jacobs | VP, Products|SingleHop| JJ @SingleHop.com
    Managed Dedicated Servers | Bare-Metal Servers | Cloud Services

  13. #13
    Quote Originally Posted by JordanJ View Post
    So just to put everyone at ease about what happened:

    Bijan588 you are an authorized user on the account that you got mixed up with - when our system saw your email - it assigned your ticket to the other account. Because of that, when you made your request, our staff assumed you were talking about the account the ticket had been assigned to.

    This is obviously kind of a unique case - but I am going to talk to our support staff and see what kind of safeguards we can put in place in the future.

    Thank you again for bringing this to our attention!
    Ok, sorry about that, now I feel kinda bad. I will see if I can get the title changed.

    Sorry for jumping to conclusions, but when a single mistake can cost me my business do you blame me?

  14. #14
    Join Date
    Apr 2006
    Location
    Phoenix
    Posts
    808
    No worries man - I am sorry we didn't work out for you and really hope we can earn your business in the future. As always our team is here to help any way we can.
    Jordan Jacobs | VP, Products|SingleHop| JJ @SingleHop.com
    Managed Dedicated Servers | Bare-Metal Servers | Cloud Services

  15. #15
    Join Date
    Apr 2009
    Posts
    1,321
    I moved away from secured servers but when I was there, I had nearly zero downtime, even during those weekly maintenance, I really didn't notice any downtime. They also gave me a free upgrade and waived over $200 in bandwidth overages for me. I would gladly return to use their services if I have a need again.

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