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03-02-2012, 07:35 AM #1Newbie
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Giga Hosting International - A bitter truth
Hello! My name is Antonio and I am here to tell you my story about the
Giga Hosting Int.(in further text Giga). Story starts with 3 people. Renato, Dorijan and myself have formed a team.We started buisness with Gameservers/Voiceservers also offering webhosting.We got ourselves a neat machine(6 cores,24gb ram and 2tb HD and 80gb SSD plus 1Gbit connection)wich was top of the line at that time.As we all know even the smallest downtime problems can get you in trouble with customers if not resolved on time.Well we had alot of those but first things first.In the begining it all went well. Server was running without any problems for 35 days and the latency was heavenly(35-41,wich even some servers from our country can't have). On the 35th day server crashed and MySQL had problems.So we sent an e-mail.
Here is the response after an hour and a half(even though the e-mail was sent in the working hours of support)!
Dear Mr XXXXXX,
Thank you very much for your inquiry.
We have tried the same. As you can see in the attachment, the restart did work without problems.
Additionally, we checked the mysql daemon:
mysql> status
--------------
mysql Ver 14.14 Distrib 5.1.56, for unknown-linux-gnu (x86_64) using readline 5 .1
Connection id: 503
Current database:
Current user: root@localhost
SSL: Not in use
Current pager: stdout
Using outfile: ''
Using delimiter: ;
Server version: 5.1.56 MySQL Community Server (GPL)
Protocol version: 10
Connection: Localhost via UNIX socket
Server characterset: latin1
Db characterset: latin1
Client characterset: latin1
Conn. characterset: latin1
UNIX socket: /var/lib/mysql/mysql.sock
Uptime: 1 hour 9 min 20 sec
Threads: 1 Questions: 5828 Slow queries: 0 Opens: 1209 Flush tables: 1 Open tables: 64 Queries per second avg: 1.400
--------------
mysql> quit
Bye
root@server1 [~]#
If you have any questions or need help, please do not hesitate to contact us.
--
Best regards,
XXXXX XXXXXXXXXXX
Technischer Support / Technical support
Also there was an image attached.http://i.imgur.com/SskcT.png
That time all went well but it bothered my why of a sudden server got that error?Anyways after that we didn't have problems until our SSD got full and we wanted to migrate the data onto 2 TB hard drive.So we exchanged a few mails to get the idea how that stuff actualy goes.In the end we agreed on the moving the /home folder to bigger disk.
Our reply was:
Dear Mr XXXXXXX,
Thank you very much for your e-mail.
Please be informed that the moving of a partition or directory is a rather complicated job that would need to be done by a skilled technician. Unfortunately, we cannot offer you free technical support in this regard, since this kind of service is not included in our usual support coverage. However, there are plenty of tutorials to be found on the internet that can give you further assistance. A very good site is among others the following:
http://www.howtoforge.com/
I am sure that you will find there what you need.
If you do not succeed with the installation yourself, we can offer you to perform the task entirely on your behalf. Technical support costs 25 EUR per started 15 minutes of work. If you choose this option, we kindly ask for an initial payment of 50 EUR which covers 30 minutes of working time. We always require the up-to-date login data (i.e. the root or administrator password).
If you have any questions or need help, please do not hesitate to contact us.
--
Best regards,
XXXXX XXXXXXXXX
Technischer Support / Technical support
Thank you very much for your message.
We checked your server. There is a problem with grub boot loader and the system will not come up again without your help.
Right now, we can offer you the following options:
-We can try to boot a rescue system (like a live CD) for you. Through it, you will be able to access the system again, make changes, correct any errors and boot the system again normally. This option is free of charge, but not available if your server is running a Windows operating system. If you are running a Linux system and have not done a file-system check for a period of more than 180 days, this may be the reason for the offtime. We recommend to perform a file-system check via the rescue system in this case.
- We can add a KVMoIP to your server. KVMoIP means Keyboard Video Mouse over Internet Protocol. It will enable you to operate as if you were sitting in front of the machine. This option costs 20 EUR per day which need to be paid in advance.
- We can send one of our technicians to have a look and fix any errors he encounters. This option costs 25 EUR per 15 minutes of work or part thereof. Since we do not know the scope of all errors, we cannot guarantee that he will succeed immediately. That is also the reason why we can not offer a fixed price. If you choose this option, we kindly ask for an initial payment of 25 EUR which covers 15 minutes of working time. Please send us as much information as possible to enable the technician to quickly find and eliminate the problem. We always require the up-to-date login data (i.e. the root or administrator password).
Please advise how you would like to proceed.
If you have any questions or need help, please do not hesitate to contact us.
--
Thank you very much for your reply.
We regret to hear that you are experiencing difficulties with the availability of your server.
Right now, we can offer you the following options:
- We can boot a rescue system for you agian.
- We can add a KVMoIP to your Dedicated Server 6-Core (178.238.234.145) for 20.00 EUR a day.
- One of our technicians could check your server in detail and could prepare an analysis on behalf of you. We would have to charge you with 25.00 EUR per 15 minutes of working time or part thereof. Unfortunately, we can not give you an exact estimation how long this will take. We assume a minimum of 30 minutes.
- As a last resource, we can over you a reinstallation of your server for 30.00 EUR one-time. Please note, that during the reinstallation all old data will be erased from your server. We would recommend to boot a rescue system and performe a backup, before making the order.
Please advise how you would like to proceed.
If you have any questions or need help, please do not hesitate to contact us.
If you have any questions or need help, please do not hesitate to contact us.
Hello. Here is what I do not understand.Now did the system got such an error.It was working just fine and without any problems.This tehnical difficulty must be your fault because our services are based only on hosting gamservers and webpages and we don't touch system files within the process and/or modify them.We ask you for full repair of our system without damaging the data without any charges.If you refuse to do so I will then ask you to make a refund for this month.If none from this gets processed expect a lawsuit within ten days from now.
hank you very much for your e-mail.
Our servers are unmanaged. We do not touch the system of a customer without an explicit order, which has to be paid, and permission to do so. Why should we ? To become problems with our customers ?
You said you host gameservers. So the IP of your server is known by many people in the Web. Not all of them are friendly. Fundamental more likely a hacker or a not technically matured software is responsible for the failure.
We have provided you with the possible options in the e-mails before.
Exceptionally we can offer you a OS restore for a reduced amount of 20.00 EUR.
If you want to accept this offer, please sent the required amount to one of our accounts.
Please put in the reasons for payment:
'Reduced OS restore <OS>, special agreement, Ticket 2012020310000913'
Please replace <OS> with the desired OS.
Dear Mr *******,
Thank you for you reply.
25.00 EUR should suffice for one of our technicians to solve this issue. Please note that this is only a preliminary estimate. If we do not succeed within 15 minutes, we would ask you for your permission to continue and a follow-up payment.
If you have any other questions, please do not hesitate to contact us.
--
Hello! We are not satisfied with your services adn we would like to terminate our contract.We would like our money for the service refunded to our paypal account.Failture to do so will result in lawsuit from us on German court.I have just rebooted your server into the rescue system. It is available via SSH.
I also had another look at the boot configuration. I am afraid that due to the missing original configuration, it is really difficult to restore the boot loader. Furthermore, I was not even able to execute grub-install in the chroot environment. The according package seems not to be installed on your system. Installing it with yum failed.
Due to the severity of this problem, we will offer you a free OS reinstallation. All data stored on your server will be deleted in this process. A backup is recommended.
Please let us know if you agree to proceed with the reinstallation. We would hate to lose you as a customer and hope this solution accommodates you.
Thank you very much for your message.
We checked your server. There is a problem with grub boot loader and the system will not
come up again without your help.
Right now, we can offer you the following options:
-We can try to boot a rescue system (like a live CD) for you. Through it, you will be able
to access the system again, make changes, correct any errors and boot the system again
normally. This option is free of charge, but not available if your server is running a
Windows operating system. If you are running a Linux system and have not done a
file-system check for a period of more than 180 days, this may be the reason for the
offtime. We recommend to perform a file-system check via the rescue system in this case.
- We can add a KVMoIP to your server. KVMoIP means Keyboard Video Mouse over Internet
Protocol. It will enable you to operate as if you were sitting in front of the machine.
This option costs 20 EUR per day which need to be paid in advance.
- We can send one of our technicians to have a look and fix any errors he encounters. This
option costs 25 EUR per 15 minutes of work or part thereof. Since we do not know the scope
of all errors, we cannot guarantee that he will succeed immediately. That is also the
reason why we can not offer a fixed price. If you choose this option, we kindly ask for an
initial payment of 25 EUR which covers 15 minutes of working time. Please send us as much
information as possible to enable the technician to quickly find and eliminate the
problem. We always require the up-to-date login data (i.e. the root or administrator
password).
- We can perform a reinstallation for you. This option costs 30 EUR one-time
I gave the honors to Renato to write them a mail.And he wrote...
Hello. What is the problem with your tehnicians?Do you have qualified people to work at the datacentr? This is the second time we have THE SAME issue on YOUR server. We are starting to think of transfering our buisness to a more stable an renovated company wich knows how to handle customers aswell as hardware they have.If you cannot fix the servers then please make us a favour refund the payment from today and cancel our service. If we paid 200+€ we expect top quality and good tehnicians wich your obviusly aren't.
Thank you for your reply.
Our technicians have just checked your server for about an hour right now and tried to fix the issues preventing your system from booting up.
Your system cannot boot up right now, because it there is no grub config and kernels to load ( the complete /boot folder seems to have been deleted ). Please note that such an issues will not happen from itself. This means, that if you have not deleted this folder by yourself - anyone else may have hacked into your system and deleted these files. Also, these damages have not been caused from our side, nor may any error like this appear only because we have removed your Gigabit/s uplink.
We have tried several ways to restore everything but we did not succeed.
Right now, we have just attached a KVMoIP to your server. Using the KVM you could check the error by yourself and try to fix it. If you want us to boot your server into the rescue system, please let us know.
If you also may not succeed in restoring your system, we would recommend that you backup all needed files and we would offer you a free reinstallation to get your system back online as soon as possible. Please note, that during the reinstallation all data on your server would be lost.
The connection to the KVM can be established using VNC or the built-in Java client.
Login details for the KVMoIP
So then we asked for rescue system AGAIN.And backed up everything AGAIN.Renato is wondering what kind of kids are working in that company?More importantly how can they run a company like that?Are they intentionally trying to F up our server because we don't come from Germany and don't speak German(well actualy Renato speaks and writes German very well)?If not why does only our server have such issues?...After backing up everything AGAIN.We tried to repair the Grub AGAIN.Nothing succeded so mail was underway.Reinstall was imminent. So fresh reinstall.Fresh start in just 4 hours.Our customers never knew that we reinstalled the whole system.But we were seriously thinking of moving our web hositng related stuff to a strong VPS.In the end we canceled our license for Cpanel on Giga Hosting and went for VPS from CINFU.They had amazing prices and the support was really great so we took 3 months good VPS fom them.No problems so far and website is runing smoothly.We highly recomend it.Back to our story.After we moved the webhosting related stuff to VPS.10 days ago also reinstall of server.We could not log in into ASI console.Reinstalled AGAIN.Totaly pissed of we ran daily stuff with no problems until yesterday.World wide attack on all gamservers running Call of Duty.As we all in gameserver branche know there is a certain ammount of people that have ridiculous botnets that can make servers lag and crash without any big problems.So what happened? Basicaly hackers used botnet to get the exploit from the Activisions game working.So all gameservers were spamming other servers that botnet specified.Our server started DDoS-ing some Spanish hosting company(Iberbit).We sincerely appologize for that Iberbit Hosting!Anyways our dear hosting suspended our service and asked for explanation.
Thank you for your e-mail.
We apologize for the faulty information about the reactivation of your server. Your server was involved in DDoS attacks. That is strict against our Terms of Service (ToS). We have informed you about in this regards. We set you a time limit of 24 hours to solve the problem. But you do not fix it. Therefore your server was locked by us.
We have unlocked your server for the next 24 hours. So you have the possibility to resolve the problem. If you do not fix that issue and we become complaints again, we will lock your server once more.
Have a nice day.
Hello
This problem is Activision's problem and we can not fix it as
this problem is due to Activision's big holes in their system.
- Show quoted text -
Thank you for your reply.
We cannot accept this kind of explanation. You still got time until tomorrow 01 March, 2012 at 14:00 o'clock UTC+1 to give us an acceptable reaction and to stop the abuse, as we already mentioned in our former E-Mail.
We would be glad to hear from you soon.
Thank you for your reply.
We cannot accept this kind of explanation. You still got time until tomorrow 01 March, 2012 at 14:00 o'clock UTC+1 to give us an acceptable reaction and to stop the abuse, as we already mentioned in our former E-Mail.
We would be glad to hear from you soon.
TL;DR Giga summary.Don't buy anything from them because:
1)For every repair you "need" to pay.
2)Support 24/7 you can forget as they work from 11 am till 22 pm (CET,GMT+1) if you want real 24/7 you ahve to pay riddiculous sum
3)You won't get refund if you ask because for everything that bad happens they blame you.
I also stumbled upon more posts about Giga.Here is the golden collection:
http://www.webhostingtalk.com/showthread.php?t=618429
http://www.webhostingtalk.com/showthread.php?t=1033794
http://www.webhostingtalk.com/showthread.php?t=859194
http://forums.digitalpoint.com/showthread.php?t=1945018
http://www.freewebspace.net/forums/s...Reviews/page2&
Well that's it.
Kind regards,
Antonio,
Universe Hosting System AdminLast edited by JustAUser0; 03-02-2012 at 07:40 AM. Reason: Few gramatic changes
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03-02-2012, 08:16 AM #2Web Hosting Guru
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Lots to read. Flying over it I'm asking myself: was this a managed server or simply a dedicated server?
If dedicated, it's normal that you have to pay for non-hardware support.
If managed, what was included in the base price?██ • Dedicated Servers in Europe and Asia: http://www.server.lu •
██ • SINGAPORE and LUXMBOURG Servers with IPMI •
██ • Peering @ AMS-IX, DE-CIX, LINX, FRANCE-IX, EQUINIX SINGAPORE-PARIS-ASHBURN-CHICAGO-DALLAS-PALO ALTO-LOS ANGELES and LU-CIX •
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03-02-2012, 08:28 AM #3Newbie
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Please read a quote #6
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03-02-2012, 08:39 AM #4Web Hosting Guru
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Apart from them asking a little bit too much for every move they make, I do not see what they have done wrong.
Some common sense _on both ends_ would have made this easier to have the issues solved.
IMHO they just stick to their rules, which basically means:
- Software Support --> €€€
- Denial of Service --> Null Route or Server Locked and waiting for some plausible customer feedback
Honnestly, there is nothing wrong about that.
Don't expect your new friendly hoster to be any different about the two points outlined above!Last edited by globichen; 03-02-2012 at 08:46 AM.
██ • Dedicated Servers in Europe and Asia: http://www.server.lu •
██ • SINGAPORE and LUXMBOURG Servers with IPMI •
██ • Peering @ AMS-IX, DE-CIX, LINX, FRANCE-IX, EQUINIX SINGAPORE-PARIS-ASHBURN-CHICAGO-DALLAS-PALO ALTO-LOS ANGELES and LU-CIX •
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03-02-2012, 08:49 AM #5Newbie
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Our new hoster already has shown competence in solving issues wich clearly Giga lacks.
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03-02-2012, 08:50 AM #6Junior Guru Wannabe
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Unmanaged server, your software your problem... after read the giga international support was very friendly....
If you don't know how to use your server or how to fix a problem get a managed hosting or hire a sysadmin... but the provider don't have to help you with a unmanaged service.
A quote of incero (another provider):
Your Server Is Unmanaged, No Support, You're The Expert!
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03-02-2012, 08:53 AM #7cout << m_subtitle;
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Giga-International offers a ton for no money at all. Don't expect to gain anything beyond a server with access to the internet, as even that's more than one would expect for the monthly commitment you make as a customer for such a high-end machine. I was never a fan of them at all (offering unlimited bandwidth and such), but the bitter truth (as mentioned in your title) is that you found out the hard way what unmanaged budget hosting means for the customer.
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03-02-2012, 08:55 AM #8Newbie
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Okay I understand what unmanaged means.But how the F server gets GRUB deleted after switching from 1gbit to 100 mbit? And why do we have to pay for every single thing?Why does it say on their website 24/7 support when the support's actual buisness time is 11am to 10pm? Can you clear that for me?
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03-02-2012, 08:58 AM #9Web Hosting Master
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They gone far and beyond their duties as a dedicated unmanaged server provider in this case. Anyone else would have kicked you out without refund on your first lawsuit threat.
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03-02-2012, 09:01 AM #10Newbie
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03-02-2012, 09:01 AM #11cout << m_subtitle;
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You can reach us every day from 8 am to 11 pm (UTC+1) via telephone (normal land line, no expensive service number) and e-mail.
http://www.webhostingtalk.com/showthread.php?t=996343
http://www.webhostingtalk.com/showthread.php?t=1045505
http://www.webhostingtalk.com/showthread.php?t=993744
http://www.webhostingtalk.com/showthread.php?t=945302
http://www.webhostingtalk.com/showthread.php?t=932658
http://www.webhostingtalk.com/showthread.php?t=899277
http://www.webhostingtalk.com/showthread.php?t=893975
http://www.webhostingtalk.com/showthread.php?t=904895
http://www.webhostingtalk.com/showthread.php?t=904887
http://www.webhostingtalk.com/showthread.php?t=618429
http://www.webhostingtalk.com/showthread.php?t=656376
http://www.webhostingtalk.com/showthread.php?t=707704
http://www.webhostingtalk.com/showthread.php?t=676138
http://www.webhostingtalk.com/showthread.php?t=675061
http://www.webhostingtalk.com/showthread.php?t=652461
Enough threads on these forums about them...
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03-02-2012, 09:07 AM #12Newbie
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Too much if you ask me.
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03-02-2012, 09:07 AM #13Web Hosting Master
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GRUB is not hardware. And they wouldn't repair it for free (techs don't grow freely in trees and require no maintenance). They clearly state that on the moment you sign up with them, and it's the industry standard.
Also, a DDoS attack is not hardware problems. Anyone in this market that gets you being attacked or attacking out, will null route and kick you out.
Plus, what tell you that there was a problem with their hardware? Couldn't it be one of these kiddies that hacked into your server and destroyed your GRUB configuration to disable you? Maybe the same ones that generated the DDoS attack?
Whatever other problems other people have with them (and there are lots, since they sell things with fine prints), in your specific case, you are plainly, multiple times wrong.
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03-02-2012, 09:14 AM #14Newbie
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@cresci Read the first post again. DDoS attacks are using exploit of our Call of Duty servers wich Activision doesn't care. World wied servers have been under that very same attack.We atlest expect the hosting to have some understaning and some knowledge in gameserver hosting.
Other thing it's not easy to hack a server especially if all safety measures(daily password change,SSL,TOR) so I would kindly ask you to stop posting nonsense.
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03-02-2012, 09:20 AM #15Web Hosting Master
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This is not nonsense. Against your knowledge, I have been running servers for almost 12 years now; and managed hundreds of them on both my facilities and others' facilities. And I've dealt with dozens of hacked servers, in fact, one of my specialties was on recovering hacked Windows servers that were thought to be extremely secure with all these safety measures you mentioned and much more - I gave up because it is too tiresome :-)
It does not matter if there are software flaws, or if the software maker cares or doesn't care, if you have exploits on your server that is solely your problem. The fact is that any incoming or outgoing DDoS attacks cost BIG bandwidth (and lost customers) money for the provider and for this same reason they immediately null route and kick out anyone involved in DDoS attacks, being a target or an initiator. It is really not an acceptable explanation, as Giga said. I don't like them, but in this case I need to stay on their side because they are not wrong.
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03-02-2012, 09:22 AM #16cout << m_subtitle;
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03-02-2012, 09:26 AM #17Newbie
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03-02-2012, 09:32 AM #18Web Hosting Master
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I am saying no one will pay for your DDoS attacks, whether they are intentional or not.
And, for the record, the software problem is exclusively yours, they have no responsibility for that. You didn't hire a managed hosting solution (in which case they would take responsibility for some or all software issues).
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03-02-2012, 09:34 AM #19I route, therefore I am
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Your friend has issues. And yes, that's basically it for everything non hardware.
The moment you sign up for an 'unmanaged' service, you already acknowledge that all software issues will be your own responsibility to fix.
I too, do not see anything wrong with the way they handled the situation.
Your new provider, Hetzner will do the exact same. So to say they'll tell you to hire a sysadmin for software issues and nullroute on DDoSes.
There are recent threads backing both of those facts up.
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03-02-2012, 09:36 AM #20Newbie
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