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10-18-2013, 08:23 PM #1New Member
- Join Date
- Oct 2013
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- 2
MyCustomHosting / My Custom Hosting : Worst service ever
MyCustomHosting / My Custom Hosting : Worst service ever
Hello Sir
First i know this is my first message here, but it's a message for warning people , so i think it's important.
After several years of hosting, i need to change and i see this offer on your website about MyCustomHosting :
webhostingtalk.com/showthread.php?t=1313267
WHT-2GB-100GB-2000GB
2048 MB RAM (Guaranteed)
•2048 MB Swap
•100 GB Disk Space (SSD Cached)
•2000 GB Data Transfer
•4 Cores
•1 IPv4 + 5 IPv6 Addresses
•Available In 2 Locations!
•$7 Monthly! Order Here
It's very interresting and i try to make the best to take one and ask several question before payement .
After pay i receive instant access with that mail :
img15.hostingpics.net/pics/617254screen1.png
After click on the link this is this with content about special modification that i aren't heard talking before :
img15.hostingpics.net/pics/971255screen2.png
In first i don't see this email, so i try to normally access at my vps and after some failed access i write the first ticket of the message that i put more down . I send apologies for this mistake.
After you can have the entire discution with link to the screenshot include in tickets at the bottom of this screenshot.
img15.hostingpics.net/pics/817765screen6.png
Top Screenshot ligne8.png :
img15.hostingpics.net/pics/407074ligne8.png
Middle Screenshot Sans titre3.jpg :
img15.hostingpics.net/pics/288913IMG18102013204510.png
Bottom Screenshot Sans titre3.jpg :
img15.hostingpics.net/pics/478606Sanstitre3.jpg
Now my offer was cancelled as you can see on this screenshot :
img15.hostingpics.net/pics/395978screen4.png
My only fault : Asking for a working service
So don't try Mycustomhosting / My custom Hosting / My custom hosting worst service i ever seen !!!
Ps: Sorry i didn't have the right to post url : so please take the time to see to add the usual prefixe before url. ThanksLast edited by Clusters; 10-18-2013 at 08:37 PM. Reason: Add principal screenshot
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10-18-2013, 09:28 PM #2Junior Guru
- Join Date
- Jul 2006
- Location
- Florida
- Posts
- 195
It's the worst service because you can't follow a simple tutorial to get your networking working correctly?
I recently signed up with MyCustomHosting, their 1GB KVM plan, like you I did not know I had to configure the networking beforehand. It was a little confusing at first as I did not thoroughly read the welcome email and thought it was an issue with their KVM templates. Once I had a look in their knowledge base, I followed their guide and my networking was working without a problem. I do not know why they can't enable auto configuration, as this is annoying, but the VPS is cheap and works well once setup.
At the top of the email with the VPS details there was a large note:IMPORTANT: If you have ordered a VPS in our Montreal, Canada location... Please read ->
https://billing.mycustomhosting.net/...ayarticle&id=5 for assistance in getting your network setup correctly.
Stick with an OpenVZ VPS if you're not comfortable managing a VPS over VNC, at least for the initial setup.Last edited by Nunim; 10-18-2013 at 09:35 PM.
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10-18-2013, 10:50 PM #3Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
Customer purchased a budget self managed VPS and may be better suited with a managed provider or like the previous reply states, OpenVZ. We felt neither of us were going to be happy with the business arrangement and decided it would be in both of our best interest that we split ways.
If it is not your responsibility to manage your self managed VPS. We feel that having you on our network may be a liability. Do you believe securing your VPS is your responsibility? Configuring a network interface is pretty standard management stuff.
You were provided a working service and were unable to set up the network configuration. As shown in the ticket screenshots.
BTW this configuration is 110% completely valid. Please check with my CA KVM provider DC @ OVH BHS. You will see this is how their entire network works. http://help.ovh.co.uk/BridgeClient
I love the fact you NEVER mention you were refunded.. How were you scammed if you were refunded...?Last edited by MyCustomHosting; 10-18-2013 at 11:02 PM.
My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
Affordable Prices & Reliable Service
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10-19-2013, 06:03 AM #4New Member
- Join Date
- Oct 2013
- Posts
- 2
answer
Thank's for answer
First you have in Right i open ticket' before see the mail.
If you read the entire tickets, when he tell me to do, i apologies for not seen the welcome mail and after i follow the tutorial given.
So when you tell " It's the worst service because you can't follow a simple tutorial to get your networking working correctly?"
I think you not take the time to take a look on screenshot and over, because all the simple tutorial have been apply. All step write in messsage are do .
First : Sorry you're in right, i use the words Scam but it's not true because you have refund me, after kick me from you're service, without asking me, just because i have asking some questions. Sorry you're not a scammer, only forward not very commercial
But I think not really be dishonest in this message, because it is me who is providing you the link of this discution do not forget.
Finally : Me when i tell you that not's work : I send proof with screenshot and more.
You when you tell me that's working, you never send proof and you kick me
look for the error
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10-19-2013, 12:55 PM #5Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
I hope your next provider is able to accommodate your needs and demands. Have a nice day.
My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
Affordable Prices & Reliable Service
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11-01-2013, 01:28 PM #6Junior Guru Wannabe
- Join Date
- Aug 2011
- Posts
- 70
I indeed agree with you.
This guy is extremely arrogant.
Poor support just promote his company to die.
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11-01-2013, 01:29 PM #7Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
You are not able to even use SSH and purchase a self managed VPS... Not sure how that was going to work out good for EITHER of us.
We have plenty of happy customers and have no problem turning away people who are in over their heads. As you were. Your VPS was cancelled, and you were refunded. Yet, you want my business to die.. lol
I hope your next provider is able to accommodate your needs and demands. Have a nice day.My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
Affordable Prices & Reliable Service
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11-01-2013, 01:37 PM #8Junior Guru Wannabe
- Join Date
- Aug 2011
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- 70
How to say I'm not able to use SSH?
Your VPS all were without network setting but need customer to set it manully.
You are not completely wrong but also not completely right.
Even if anyone know how to setting the network on VPS,but this is just the base service from every provider.
You are taking unnecessary pains to study an insignificant problem,"split hairs
"simply,you know?
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11-01-2013, 01:41 PM #9Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
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- 48
You do know ALL OVH KVM VPS are this way? This isnt a new thing. There is simple how-to document you're linked to in the welcome email. Instead you beg me to do it for you..
Heck, OVH has tons of documents on doing just this. Bottom line you purchased the CHEAPEST VPS you could find and are mad because you expect me to hold your hand.
As you were told in the ticket, you are to use VNC via SolusVM to configure your networking. You responded you do not know how to use vi.. You obviously know very little about managing a VPS.My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
Affordable Prices & Reliable Service
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11-01-2013, 01:47 PM #10Junior Guru Wannabe
- Join Date
- Aug 2011
- Posts
- 70
Okey,you believe you are god,right?
Do you want to say I should order the server via OVH directly,but don't trouble you?
I do not know how to use vi mean I can't managing a VPS?
What a absurdity logic!
You are just willing to spend more time to reply tick and show your reason,but not willing to spend less time to help someone.
Do you thing you are doing business?
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01-14-2014, 11:11 AM #11Newbie
- Join Date
- Jan 2014
- Posts
- 13
BEWARE! MyCustomHosting is a SCAM!!
I wish I found this thread earlier...
I paid $180 USD for the 1536-KVM package. It was provisioned instantly, but did not have any Internet connectivity due to a networking issue. I opened up a support ticket and Phil Robinson responded extremely abrasively and closed my account while offering a refund within 3-5 business days. Since this an unnecessary delay (PayPal refund is a one-click procedure), I pointed out that this potential 5 day wait was not covered under MyCustomHosting's Terms of Service. I opened up a PayPal claim, and Phil provided the following LIES to PayPal: "Customer has purchased a digital hosting package. Digital purchases are not covered under the paypal buyer protection. Service was rendered and customer is now trying to scam me out of service." Quite the contrary...
In Summary:
Phil made no effort to correct the network problem and provided inadequate customer service.
Phil then proceeded to cancel the service and lie to PayPal in order to retain my $180 USD.
AVOID this provider. Phil SCAMMED me and kept my money!
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01-14-2014, 03:20 PM #12Web Hosting Master
- Join Date
- Aug 2007
- Posts
- 906
I think with most hosts, refunds have to be approved by management/billing and support can't do it.
From reading these posts, you both purchased unmanaged KVM machines, which came with documentation on how to set networking up, but instead contacted suppport (even though they're unmanaged).
Support then agreed to refund you, but you opened up a PayPal claim instead? Why?Some useful tutorials for VPSes...
Set up an unmanaged Linux VPS to host websites (avoid having to pay for cPanel)
Install a GUI on a Linux VPS with RDP (cheap alternative to paying for a Windows license if you need a basic remote workstation)
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01-14-2014, 05:48 PM #13Norwegian polar bear hunter
- Join Date
- Feb 2005
- Location
- Norway
- Posts
- 1,651
I hope people really see how bad customer support you have. You're right that it's common practice, that you have to use VNC from solusVM to configure your KVM server before it's gets online.
But I remember that I got my first KVM servers with Prometeus, Mr. Salvatore of course helped me so my servers got online. Not only once, but several times.
Thats why your company would not last very long, and Prometeus has been there for 16 years, and thats why I have used them ever since.
So yes, you're right, the customer should have followed the guide. but you could have helped him. Then you maybe have gotten a good review here.
Good luck with ALL your customers.My Top 20 benchmark list (and review site)
Powered by: Kimsufi, backed up by: Hetzner, DigitalOcean and Vultr.com
Also using SolaDrive.com (56+ months), KnownHost.com (56+ months)
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01-14-2014, 08:44 PM #14Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
@myhken good job realizing there is only one side to every story. If you did your homework you'd see I have many happy customers. But hey it's easier to throw stones than otherwise? Huh? My business going somewhere? Not any time soon. Business is great. Thank you for your concern.
@Jie. Your first ticket was not resolved in a matter of 2 hours so you respond again saying you are going to leave me a bad review on websites. I don't have time for that childish behavior. If you can't wait 2 hours for issue resolution, you likely need to spend a little bit more and get a MANAGED service.
At the time I received your second ticket, your issue was almost resolved. Funny how things work out. I don't take threats at all. Call it what you want. It's a threat. Within minutes of you sending your third reply you chargeback through paypal for the reason "non receipt". That is considered fraud. I do not take to fraud very well at all. Because you decided to chargeback and cause more work for me behind the scenes your refund was denied. I have no problem refunding people. If you chargeback you null that feature of my service.
Hosting companies also do not usually process same day refunds. Because of abuse and fraud issues.My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
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01-15-2014, 04:43 PM #15Newbie
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- Jan 2014
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- 13
I claimed that I did not receive an operational VPS, and this is not fraud, it's a matter of fact. Nor have I threatened you, I've asked for your support and referenced the WHT community! You have yet to deliver a VPS that I am able to configure or manage. KVM vendors at the very least will provide VNC or console access via a Java applet. Yours was not working, hence my request for support through your ticket managements system. Instead of quipping at me for asking for your help, please consider the need to provide customer service; you're operating a business after all.
Your replies were abrasive and arrogant. Instead of offering to help correct the networking problem on your end that was preventing me from the most basic access to the VPS, you canceled the service. I was doing my best to communicate with you, and our dealings were much longer than 2 hours, please don't exaggerate.
I didn't receive anything for $180, which is why the PayPal dispute was opened. If you aren't happy that it was entered as a "Not Received" claim, I have no problem switching it to "Not as Described."
In any case, I will give you the opportunity to make good on this. Merely, provide the VPS with Internet connectivity so that it can be accessed and configured (I'm familiar with unmanaged setups and your routing FAQ was of no help), or please issue a refund (it's a one-click procedure in PayPal). I'm all for resolving differences, and don't believe that you should be able to steal my $180 USD and provide nothing in return. That- is fraud, and why you've provoked me to post and warn the greater community.
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01-15-2014, 05:46 PM #16Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
I'll just leave a copy of the ticket here. I feel it really will add some extra light to this. You never gave me a chance to resolve the issue, instead in about 2 hours message and say if it's not fixed now, you will be posting reviews on webhostingtalk.
Out of respect for your privacy I have blocked out any identifying information.
http://i.imgur.com/clXTRUM.png
If you were not ok with my refund policy you shouldn't have placed an order. If you had any questions concerning my refund policy you could have voiced them prior to purchasing anything. I am very forthcoming and very honest about things, if you take that as abrasive.. Please take a step back and read what I wrote you again.
On that I didn't respond until you took to making threats. At which point I was working on your issue and had completed a quick migration to resolve any IP issues you were having and this would allow me to resolve the issue with the original IP when I returned to my desktop or laptop. Not doing so over my mobile phone.
Respect is a two way street. If your not going to respect me and my business enough to allow me even 2 hours to resolve a problem. I can't help you.
You were informed refunds are processed in 3-5 business days and chose to create more work and chose to charge back. I don't give second chances. As far as business is concerned this relationship is over. You only want to make good because your dispute was closed in my favor.My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
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01-15-2014, 05:56 PM #17Norwegian polar bear hunter
- Join Date
- Feb 2005
- Location
- Norway
- Posts
- 1,651
Have to admit that @jie-chow had some unrealistic expectation to a unmanaged host. If the host is unmanaged and don't provide 24/7 support, then don't expect a reply within two hours. And Mycustomhosting has it written all over their homepage:
for a response in 4 hours or less, usually we average between 15 minutes and 1 hour.My Top 20 benchmark list (and review site)
Powered by: Kimsufi, backed up by: Hetzner, DigitalOcean and Vultr.com
Also using SolaDrive.com (56+ months), KnownHost.com (56+ months)
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01-15-2014, 07:37 PM #18Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
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- 48
Thank you for the support, I really wish it had not have gone this way. I was fixing his issue and just waiting for the new IP to ping (AKA OS to boot fully) and received that second message. Knowing this is how the customer would likely respond in the future for any issues it was just better, business wise, to end the relationship, with a refund. The chargeback was the only reason it was withheld.
My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
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01-15-2014, 09:04 PM #19Junior Guru Wannabe
- Join Date
- Feb 2012
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- 88
I think neither the customer nor the host is correct here. That second reply obviously threatening the host saying that you'll post negative feedback. It's understandable that you might feel annoyed that your VPS is not working as you would have expected, but you should have waited for an answer.
The host on the other side, well, it's really sad to see you arguing with your customers here in WHT. Reminds me a lot of how BurstNet used to reply to their customers here saying they were right and the customer wrong...
I think the way you approached your customer in that ticket is not good at all. Even tho he's got unmanaged service you could have helped him, and yes, even after his threatening reply. Why? because I believe that you as the service provider should not care about that kind of threats and instead provide a good support. I'm sure your customer would have appreciated that and regretted about posting that threat.
I have about 8 VPS's with 3 different hostings and they are all unmanaged. I never had to setup the networking, it was all automatically done. If you're seeing that most of the time that networking setup is what is getting you negative rep, why not do it like other hosts do?
And last, to the customers, remember to check for reviews before choosing a host. And make sure you read their TOS.
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01-15-2014, 09:30 PM #20Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
@Lautaro, Eh you obviously haven't read all the replies etc. That's ok. Once again it is easier to throw stones than actually do some research
His issue was a one off issue. I have weeks ago implemented a script to handle the networking setup on startup in all the templates I provide. You might want to know that OVH provides a gateway outside of the IP's subnet. This requires a special networking setup. Name another KVM VPS provider out of OVH. You won't find any. Because of this.
So, to compensate.. I have provided not only a link in the welcome message to a wiki tutorial on how to setup networking in case there is any issue but have also provided a fail proof template that will determine your gateway automatically and set the required routes.
Also, each IP with OVH is mapped to a specific MAC address. If this is changed or wrong for ANY reason.. You will lose network access. There is a lot that goes on behind the scenes for this.
If I did it "like other hosts do", networking wouldn't work. I know of no other datacenters that require this sort of setup. So use a template, if that doesn't work... Submit a ticket and I will look into it. If I'm 2 hours away from desktop, I'll use my mobile. No other customers are having an issue with this. 95% of the good feedback I receive is related to my pricing and ticket resolution time. The other 5% only comment on stability. No problem in my book. I have great relationships with my customers and wouldn't be where I am today, without them. I make things personal with them and we have a good time.
I poll my customers after X months of service and receive great responses. Also sending another welcome email after about X days letting them know if there are any questions they can contact me personally at my email, only downside is I receive a lot of spam and must keep it protected so sometimes messages are marked as spam. Also tickets are not created with this personal email, it's like contacting the owner directly. But technically you always are as I'm a one man business.
I could have helped him? You missed the part where I state his issue was almost resolved. I was waiting for his new IP to ping and was going to reply with information. I would rather be 100% sure the issue is resolved where I can be, than be lazy about things. If I was taking the time to migrate the VPS and allot new IPv4+IPv6 and change MAC and then reinstall VPS. I want to make sure it is working, especially if I'm mobile. It takes twice as long. If he was able to wait even another 15 minutes. Everything would have been fixed. 2 hours is not a long wait in my opinion.
If I let him threaten me and my business, that would encourage the behavior. It's best to cut it off at the beginning than let it grow.
I really don't think defending myself or my business is arguing. There was a bit of his story that was untrue. Now the truth is out. Take it or leave it.My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
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01-15-2014, 09:51 PM #21Junior Guru Wannabe
- Join Date
- Feb 2012
- Posts
- 88
@MyCustomHosting well that explains a lot better the situation. And yes, I did read all the other replies.
As I said in my previous post, yes, the customer was totally wrong by threatening you on posting negative feedback, however you replied to him in a personal way instead of replying as a business, and that is what encouraged him to keep with the crappy attitude.
All I am saying is that you as the service provider should be neutral on that, even if your customer is saying a lot of bad things about you *in the ticket* you should always reply in a professional manner and not personal. You could have just told him that the service was not for him and would grant him a refund etc.. etc.. in a more professional way.
As for defending yourself here, I don't have any problem with it. It's always good to know both sides of the story to sort everything out.
Regards,
Lautaro
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01-15-2014, 09:57 PM #22Web Hosting Evangelist
- Join Date
- May 2011
- Posts
- 493
I think everyone here is getting a little carried away. It sounds to me like the company is legit, and that this may have been a genuine once off issue.
However, you cannot expect the worlds best support for a budget unlimited service. OP, you should not have to run and start a thread everytime the world does not go the way you want. OP, you are not god. If a company chooses not to do business with you (provided they give you a refund) then that is their decision..
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01-16-2014, 01:14 PM #23Newbie
- Join Date
- Jan 2014
- Posts
- 13
You're forgetting to mention that you didn't communicate ANY of that to me. Instead you canceled my server and replied with an arrogant posturing.
I'm going to agree that we've both made mistakes. @Lautaro, thanks for pointing this out. I could have been more patient. But what remains to be wrong with this situation, is that MyCustomHosting has kept my $180 USD and has not provided a VPS. MyCustomHosting (Phil) has lied to PayPal, stating that I have received my service, and hence PayPal has decided in his favor. At the end of this, you have retained my $180 and provided nothing but poor customer support. That's pretty deplorable.
I ask again that you provide a refund, or a functional VPS. One or the other is fine, I'm eager to get going on my web app testing. As you've stated above, due to your configuration, the networking required your own intervention to become functional. I think you'd be wise to show some saving grace here. We were both in the wrong; but that doesn't entitle you to retain my money without delivering on your services. I think the wider community will agree with that.
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01-16-2014, 01:45 PM #24Junior Guru Wannabe
- Join Date
- Feb 2012
- Location
- Albuquerque, NM
- Posts
- 48
You say this as you appeal the Paypal decision. Doing one thing and saying another? Any provider would react the same way if you chargeback on them. Try and see. Don't really, it is that much of a headache for providers.
My Custom Hosting - cPanel Web Hosting - cPanel Reseller Hosting - Domains - Unmanaged VPS
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01-17-2014, 07:59 PM #25Junior Guru Wannabe
- Join Date
- Feb 2012
- Posts
- 88
@jie-chow Their TOS clearly states that refunds take 3 to 5 business days. I think you should have waited before opening a PayPal dispute.
We offer a 7 day 100% satisfaction guarantee on our Web Hosting and VPS plans. If you are not satisfied with your purchase please let us know for a refund! (Minus time used) We offer no refunds on domain name purchase with few exceptions. If you are an exception we have already contacted you to proceed with a refund. We will not refund if you are terminated due to violations of our AUP or TOS. Refund policy ONLY applies to first order placed. Not all orders. Refunds are processed in 3 - 5 business days. If you do not receive it within 5 business days, please ticket so it may be investigated.
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