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02-20-2012, 02:43 PM #1WHT Addict
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- Jul 2011
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- 112
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.
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02-20-2012, 02:49 PM #2Web Hosting Master
- 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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02-20-2012, 02:50 PM #3WHT Addict
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- Jul 2011
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- 112
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02-20-2012, 02:53 PM #4Web Hosting Master
- 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.KnownHost Managed VPS Specialists
Fully Managed Shared, Reseller, VPS, KVM, WordPress, Dedicated servers and more!
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02-20-2012, 02:58 PM #5WHT Addict
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- Jul 2011
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- 112
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.
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02-20-2012, 02:59 PM #6Web Hosting Master
- 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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02-20-2012, 03:00 PM #7Web Hosting Master
- Join Date
- Dec 2005
- Location
- I'm Lost...Help
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- 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
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02-20-2012, 03:02 PM #8WHT Addict
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- Jul 2011
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- 112
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02-20-2012, 03:05 PM #9WHT Addict
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- Jul 2011
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02-20-2012, 03:10 PM #10Web Hosting Master
- 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
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02-20-2012, 03:17 PM #11WHT Addict
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- Jul 2011
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02-20-2012, 03:19 PM #12Web Hosting Master
- Join Date
- Apr 2006
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- 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
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02-20-2012, 03:22 PM #13WHT Addict
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- Jul 2011
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- 112
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02-20-2012, 03:24 PM #14Web Hosting Master
- 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
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02-20-2012, 05:42 PM #15Web Hosting Master
- 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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