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03-05-2012, 09:44 PM #1
server4you: Network? Great... Support? Just horrible
I've been a client of s4y's for a few months now, usually for non critical stuff (backups, etc). Usually, it's a no brainer, but let me tell you, after this morning, I'm going to be thinking twice about this.
Around 8am, I noticed server was 100% unresponsive indicating it was either going to have to be rebooted or they nullrouted the server. So, I login to client portal, go to reboot the server, to find that it's been "locked" (nullrouted).
Around 805, ticket gets entered in, as they haven't sent me anything yet. 30 minutes, no response , clients on my tail end so I call them. What do I get? Nothing. Simply some sales guy telling me to "wait for response" 5 minutes later, the actual response, that it was a DDOS (supposedly) originating from this server.
Once I figure out what's up, I go to my own area where I keep my stats (munin collected from all servers, centralized). I pull up the graphs, and lo and behold nothing. No unusual netstats, no unusual network spikes. Not even any unusual load.
I copy all these, put them into the same ticket, and then refer them to their own billing system, which says that server's had a whopping 205 meg of data output since February 22nd. Some DDOS, right?
An hour and a half later, yet another response
I'm sorry, but I've got other data other than what you've shown that indicates otherwise. I've unlocked the server, you should see it online in a few minutes
Another hour and a half later, no server back up yet (I give them time, because when they say "a few minutes", it's more like an hour)... Another query logged. By this time, client is threatening to take business elsewhere, and honestly, I can't say as I blame them. By now, we're at 1145 or so.
An HOUR after my response (1245), I get ANOTHER response from them, this one telling me I had to
- restore the server without backup
- restore the server with a backup (they'd charge outrageous prices)
- have the server booted into rescue mode so that I could verify nothing was wrong (which I already knew) and fix what was
My response? Prove it. They had yet to prove any sort of attack had come from the server, and they had been shown ample proof that it DIDN'T.
30 minutes later (by now we're at 1:30, 1:45 PM), I get a response back, the FIRST response that indicated they'd actually read the ticket, and done something about the issue.
I'm very sorry. As it turns out, it wasn't your ip that was doing this, but one up from yours. We'll have the service restored immediately, no further action will need to be taken here
Aside from their support, I have to say that the hardware, network, and everything else have been great. The problem? When you absolutely have to get someone to look at something, yeah, it's like pulling teeth. This isn't the first time I've had issues with their 'support', either. Typically tickets take hours to get resolved, when they should take minutes. Something as simple as 'power up a server'? 2-4 hours to get done.Tom Whiting, WHMCS Guru extraordinaire
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Check out my WHMCS Addons
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03-06-2012, 12:46 AM #2Web Hosting Master
- Join Date
- Mar 2003
- Location
- chicago
- Posts
- 1,781
when you go with a budget host sometimes you get budget support...
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03-06-2012, 03:35 AM #3cout << m_subtitle;
- Join Date
- Jan 2007
- Location
- /dev/null
- Posts
- 3,700
Out of all the people on these forums I'd say you'd be the last to be surprised by this outcome. I assume this is meant as a simple pointer for those who are looking for reviews about them?
Nice to see their network is alright though. How's their single-threaded performance?
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03-06-2012, 05:19 AM #4Newbie
- Join Date
- Feb 2011
- Location
- Europe
- Posts
- 12
I have a quite similar problem right now. But my server is down for more than 16 hours already. And I'm getting no reponses for my tickets except the formal: "We have assigned this issue to the responsible department, who will look into this matter and update you about it as soon as possible."
I've received an e-mail from my resellers' manager once. He's explained the things about DDOS and PLESK vulnerabilty and stated that my server is re-connected for cleanup. But the server still unavailable and there were no responses for all my e-mails since that.
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03-06-2012, 08:20 AM #5Newbie
- Join Date
- Feb 2011
- Location
- Europe
- Posts
- 12
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03-06-2012, 08:38 AM #6
Thanks for the cliche, but this has nothing to do with 'price'. Price has no affect on what you actually receive in terms of support, or shouldn't..
Case in point:
I'm working on a rewview of wiredtree. These people are hardly 'budget' by any means, yet their setup and support is JUST as horrible. I kid you not...
I don't need to pay premium for support, this is what I have myself for. No, really, I've been doing this crap for longer than most have been businesses here. This is barely about support, and moreso about competence, and the level of competence from these people is just horrific to say the least.
Not surprised in the least. I've long said that they're not for the n00b, and you need to know what you're doing when dealing with them.
That said, at least some level of competence should be required when looking for any job like this. I mean, come on, 5 hours, only to be told that you're right, it wasn't your IP to begin with?Tom Whiting, WHMCS Guru extraordinaire
Linux problems? WHMCS Problems? Give me a shout
Check out my WHMCS Addons
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