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  1. #1

    Burstnet support sucks!!!

    Hello,

    I am having few servers with burstnet quite a long time.One of the server(dedicated server) was taken offline for excess bandwidth usage 3 days back.When i was informed about this,I upgraded bandwidth to the next plan and updated my ticket to activate my server.It has been 2 days now and the server is yet to be activated.Even no reply is given to the ticket system.

    Nowadays,burstnet support sucks a lot.

    Will any of the representatives address my issue?

  2. #2
    Join Date
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    Budget host = budget support.
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  3. #3
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    These days many offers unmetered or after traffic limit , limiting port speed etc, why u go with plans over limit suspending
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  4. #4
    I have this server for 7 months and was having 10TB/month sufficient enough.Only this time by the end of billing cycle,it just exceeded the quota.I have upgraded to 20TB/month immediately and paid for that.
    They have to just activate that.

    I have been associated with them for two years and never had a rough time with their support.

    Only this time,they have brought me to WHT.

  5. #5
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    2 days is a long time to wait unless the department that has to approve your upgrade is only open Mon-Fri.
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  6. #6
    Quote Originally Posted by Servstra-Sales View Post
    2 days is a long time to wait unless the department that has to approve your upgrade is only open Mon-Fri.
    if is that the case,they can update the ticket that this can be done only from MON to FRI.but they didn't.

  7. #7
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    another review. dont knw whats problem with burstnet

  8. #8
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    Price price price...
    Budget host = budget support.
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  9. #9
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    Price is not the real issue here (take a look at other budget providers and their support ie Hetzner, Dacentec, Datashack)

    They are migrating to new DC and streamlining their systems, although im not a BurstNET customer , to my understanding this is causing the support issues
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  10. #10
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    im sorry budget host does not = budget support. I've never ran into that issue. Thats the most stupid thing i've heard and members of your standings who said this should know better and be ashamed by spreading such rumor and fear of budget hosts.

    Burst used to have good support. I have noticed a decline over the years of response time and helpfulness. As far as im concerned they are overpriced and dont fall into the budget host catagory. Not when they offer servers at over $300 a month per server. Just depends on what you got.

    Never any excuse for bad support even if the host is a $1 a year host or a $1,000 a month host.
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  11. #11
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    Quote Originally Posted by princeshoko View Post
    im sorry budget host does not = budget support. I've never ran into that issue. Thats the most stupid thing i've heard and members of your standings who said this should know better and be ashamed by spreading such rumor and fear of budget hosts.

    Burst used to have good support. I have noticed a decline over the years of response time and helpfulness. As far as im concerned they are overpriced and dont fall into the budget host catagory. Not when they offer servers at over $300 a month per server. Just depends on what you got.

    Never any excuse for bad support even if the host is a $1 a year host or a $1,000 a month host.
    Sometimes support quality decline is due to the company's business out growing their service team. they might start off with good support while they don't have as much customers, but eventually becoming overwhelming as they grow.

    you might want to read up the forums and look up on some current reviews
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  12. #12
    Am i the only one, finding this really awkward?
    http://i.imgur.com/BgURzgI.png

    Seems like folks are busy advertising, without having a look at their support queries
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  13. #13
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    Quote Originally Posted by ElitePixels View Post
    Am i the only one, finding this really awkward?
    http://i.imgur.com/BgURzgI.png

    Seems like folks are busy advertising, without having a look at their support queries
    I think that is the CEO of the companies account to be fair. Also it's burstnet, their support sucks. If you want support it is time to spend more money. I know a bunch of companies that are about at what burstnet charges but has actual support team that will answer your tickets.

  14. #14
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    Quote Originally Posted by padhu View Post
    Hello,

    I am having few servers with burstnet quite a long time.One of the server(dedicated server) was taken offline for excess bandwidth usage 3 days back.When i was informed about this,I upgraded bandwidth to the next plan and updated my ticket to activate my server.It has been 2 days now and the server is yet to be activated.Even no reply is given to the ticket system.

    Nowadays,burstnet support sucks a lot.

    Will any of the representatives address my issue?


    Do you have a support ticket # so I can look into this for you?
    Unfortunately, abuse of services issues take a backseat to most other support issues.

    If you got shut off for bandwidth abuse, it would not have been a small abuse of this to get our attention, and make us actually shut your service off. Usually we just notify users of the issue, and get them to upgrade.

    If you were actually shut off, you must have been VERY much out of control.

    PM the support ticket #, and I'll nudge the staff to handle the matter/upgrade for you.
    .
    .

  15. #15
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    Quote Originally Posted by padhu View Post
    I have this server for 7 months and was having 10TB/month sufficient enough.Only this time by the end of billing cycle,it just exceeded the quota.I have upgraded to 20TB/month immediately and paid for that.
    They have to just activate that.

    I have been associated with them for two years and never had a rough time with their support.

    Only this time,they have brought me to WHT.

    Doubtful that got you actually suspended, rather than just notified to upgrade.
    I would guess that you had some major heavy usage that was affecting other clientele.
    The difference between 10TB and 20TB would not cause that...and usually is more likely attributed to large Mbps+ sustained levels of usage.
    .
    .

  16. #16
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    Quote Originally Posted by padhu View Post
    if is that the case,they can update the ticket that this can be done only from MON to FRI.but they didn't.
    Kinda hard for a dept closed to update the ticket with anything ;-)
    If the department was open on weekends, they would just assist with the issue, not just state they can't that day.
    .
    .

  17. #17
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    Quote Originally Posted by reldegart View Post
    another review. dont knw whats problem with burstnet

    There is no problem.
    Heavily abusive bandwidth user, wants to be put at front of line for resolution, and for a dept that is not open on weekends when he was trying to resolve his issue.
    To get suspended, his usage must have been heavily out of control affecting other users.


    Quote Originally Posted by princeshoko View Post
    Burst used to have good support. I have noticed a decline over the years of response time and helpfulness. As far as im concerned they are overpriced and dont fall into the budget host catagory. Not when they offer servers at over $300 a month per server. Just depends on what you got.
    Problem is people expect us to do pretty much anything for them, even though we are basically an unmanaged host. Client got used to it, and as we grow, and can't go out of our way as much to go above and beyond, they think support is deteriorating, when that is just not the case. Our job is to keep the server/network online and maintain hardware, not administrate the server.

    It's alot harder to maintain the same support levels once you grow to the size we are, when compared to smaller companies. Things just get alot more complicated once things are not just a handful of employees handling everything themselves.


    Quote Originally Posted by Violent Injection View Post
    I think that is the CEO of the companies account to be fair. Also it's burstnet, their support sucks. If you want support it is time to spend more money. I know a bunch of companies that are about at what burstnet charges but has actual support team that will answer your tickets.

    Correct, same staff handling marketing isn't answering support tickets. BurstNET is not a one-man company, where those handling posting ads should be doing support work first. I assure you, you do not want employees not in support departments answering support tickets--that would do more harm that good.

    We answer all support tickets, contrary to your statement.
    We may not have instant support, but all issues are addressed in a timely manner. We may have been alot faster in the past, and clients got used to it, but just because we are a bit slower now (which will change as we settle in to our new facility further) does not mean support is bad.
    .
    .

  18. #18
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    Quote Originally Posted by padhu View Post
    Hello,

    I am having few servers with burstnet quite a long time.One of the server(dedicated server) was taken offline for excess bandwidth usage 3 days back.When i was informed about this,I upgraded bandwidth to the next plan and updated my ticket to activate my server.It has been 2 days now and the server is yet to be activated.Even no reply is given to the ticket system.

    Nowadays,burstnet support sucks a lot.

    Will any of the representatives address my issue?


    I did some research, and timing is inaccurate here.
    Notice of bandwidth usage issue was sent 10/26.
    Server was never shut off for bandwidth abuse however, though it eventually would have been and/or client receiving huge bill for overages.
    Client ignored this notice, and only increased his usage.
    On 11/8 the server went down, unrelated to the bandwidth usage.
    Assumption was made that was the reason, but it was not.
    Client placed an order for more bandwidth over the weekend, and we do not process such orders except for Mon-Fri, which was completed mid-day today.
    Bandwidth upgrade had nothing to do with server being brought online, just confusion that it was actually suspended for bandwidth abuse in the first place, which it was not.
    .
    .

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