While I love their prices and performance, they are very bad about communicating what is going on during downtimes like these. There was a day similar to this a few months back (power issues), and they wouldn't really say what was going on.
I'm losing $$ every minute that we're down, and it's driving me nuts to not know when it'll be back up!
I have a Dual Xeon with them - since April 2003 - and I do not remember a single episode where we have experienced extended downtime. They always assisted me when I needed; I believe they do not talk much because they work too hard. As Jose wrote me earlier tonight, he cannot solve and explain the problem at once. So let him solve it first.
It is a fact that the problems are solved and we have sometimes only a rough idea about what happened, after the event. I like to gather as much information as I can, about everything, so I really wish we could know more. But they'd been rock solid so far and problems if any were very rare.
I trust them enough to cross fingers and go with them during this hard moment.
I'm sure you have all been awaiting for an update on the situation, as I haven't been able to update a lot of people on it via IM or e-mail.
Unfortunately, we are going through a major crisis as Cogent has cut our connection without real warning. I've been on the phone non-stop all afternoon as you can imagine, thus why my Instant Messenger responses were few and far apart.
As it stands, Cogent says their decision to cut us off is irreversible. I'm sure the first question will be "Why were you cut off?" so I'll try to explain. Cogent's official reason for taking us down was 'continuous AUP violations'. During the six months we've been in business we gathered 25 abuse tickets which were all inmediately addressed, in most cases resulting in server termination. Other cases include problems such as msblast, f.sobig, and other Linux worms/hacks which roam the net and took advantage of unpatched servers. However, patching servers, or terminating illicit users was not sufficient for Cogent, and they decided to terminate our connection at around 4:30pm EST. Their policy is that regardless of action, the fact that the complaints arrived, that's reason enough for termination.
Having been good netizens and doing our part to keep our network clean we were totally shocked by this. I spent most of the afternoon trying to get Cogent to reconnect us to no avail.
As a result, we were forced to get another provider on board, and will be getting a new connection installed. The new provider will be HE.NET. Unfortunately this is nothing that can be done easily on such short notice, so our network won't be back up until tomorrow.
As a result, we will go through the painful process of re-assigning IPs. Please e-mail me at email@example.com your server 's root/Administrator password so that I can go in and re-assign the IP addresses tonight. That way the servers will be available as soon as our connectivity is re-established.
We apologize for the inconvenience and are terribly sorry for making our customers go through this, but we weren't given any warning, or much of a choice.
Our business will recover from this, and we will continue to take steps to improve our connectivity. I'm confident the service will be of a higher quality once the dust settles. I also appreciate all of your patience and understanding.
I will be online all throughout the night and try to answer all my e-mail, IMs and posts here.
I believe you, and accept your explanation. Most unfortunately such things happen to those who make a living out of the network.
As mentioned by a fellow in a previous post, maybe my clients will not be so understanding as I am - for sure I am collecting a complaint-flood tonight, and this may grow worse tomorrow morning; yet I am still with you and am sure this nightmare will timely fade out.
For what its worth I have been with TMS since February/March 2003. We have several dual xeons with TMS. This is the only problem that has occurred that has taken the servers completely down for more then an hour or two. There were two other events that were caused by power failure and a UPS. TMS moved to a new datacenter and power has not been an issue since. The cogent network which has a bad rep for not being stable on the east to west coasts.. Has been extremely stable. For it being 1 link to TMS and never going down.. I give them props for being so stable for so long.
As TMS resolves these issues and persues HE.net bandwidth. I am with jose and juane. They are always around and give excellent support. Props to TMS for getting a quick replacement in such short notice. Lets hope for the best! kudos jose.
actually i see this as a great thing( sorry to those customers who are suffering from downtime). cogent is no match for he.net. if they can offer the same price after the switch (or slightly higher) i will be the first one to get a box there after they get reconnected.