Web Hosting Talk : Web Hosting Main Forums : Dedicated Server : EV1, how could you do business like this???

[inteltechs]

one of my server's hard drive got problems

2/19/04 2:09:17 PM
FSCK is showing seg faults, there is a possible hardware problem with the server further investigation is needed.
2/19/04 4:28:52 PM

I figured it will be the best to have EV1 restored it so I ordered the Priority Restore. Guess what happened, they swapped main disk with redhat 7.3 and install cpanel. Why don't they install cpanel with redhat and clone those disks. I was expecting to get it done in 2 hours but it's been 4 hours and my server is still not ready. I asked them to give me the root password but they refused even changed it to something. This is totally unexpected.

Open 2/19/04 - 2:38:41 PM
Resolved: No
Category: Priority Restore
Problem Description: 2/19/04 2:38:41 PM
I need the following options added to my Server with the IP Address of xxxxxxx:
----------

2 Hour Priority Restore Service - RS-RESTORE-PRIORITY -

----------

I Understand that the total Setup Fees are: $74.69
and the Total Monthly Fees are: $0.00
These fees will be charged to my account.

Root Password:

2/19/04 2:40:10 PM
Please, I need you guys to take the second hard drive out when restoring the server. The second hard drive contains all the backups. Please take it out of the server when doing restoration. Thanks,


2/19/04 2:49:24 PM
what about the main drive that is not working? Can you guys plug it there too? I might need data from that drive.

2/19/04 2:59:54 PM
okay, please get it backup as soon as possible.

Thanks,

2/19/04 3:16:40 PM
what is the root password?

2/19/04 3:29:22 PM
please give me the root password.

2/19/04 4:51:13 PM
please give me the root password so I can install other stuff when you guys installing the cpanel.

2/19/04 5:25:25 PM
it's been almost 3 hours, please update what is going on

2/19/04 5:48:39 PM
please give me the root password. I need to configure other stuff while you are installing cpanel. YOu can change the root password, there is not big deal.

2/19/04 5:55:30 PM
are you installing cpanel again??? apache was up for a while but now it is down, why is it happening? I need to know what is going on.
Resolution Description:
2/19/04 2:46:37 PM
We are duplicating a new CPanel drive for this restore. We will make sure nothing happens to you current slave drive.
2/19/04 2:56:37 PM
Dear Customer,
We will put the current master as a slave for you to try to mount. There will be a new drive placed into the server with the image on it.
2/19/04 3:22:14 PM
Dear Customer,
We are in the process of installling the control panel. The ticket will be updated when the installation is completed.
DC
2/19/04 5:44:28 PM
Dear valued customer,
Because the restore is taking long then the normal 2 hour window, you will only be changed for a normal restore. When the control panel is finished installing we will inform you. Again we are sorry for any inconvenience that this may have caused.
2/19/04 5:51:51 PM
Dear Customer,
We are unable to change the passwords while the Cpanel script is running. This is because it can cause loss of data or corrupt key system files.

[inteltechs]

it's been more than 5 hours and my server is still down. It doesn't take more than 1 hour to install cpanel...This is really bad.

[Al Nany]

Sigh... I feel you man. I hope you had offsite backup.

[Loopback]

Hey hey hey, didn't I hear you guys saying more than once "EV1 do not offer any support." AND "You get what you pay for." AND "It's unmanaged service." ?

[ev1-curtis]

In the case of redhat 7.3, we keep a stock image and then install the control panel atop of it. This keeps the control panel as up to date as possible. The problem with doing this is that it some times takes a few hours to complete the install due our connection to the cpanel servers. (Normaly between 45 - 3 hours.) I apologize for the 2 hour restore, and I assure you that you will not be charged for the restore.

Cpanel is installed via a script that logins into the server and performs its tasks. That is why we could not change the password after the server came online. If the password was changed in the middle of the install, the script may have failed. We would have to restart the cpanel install at the point.

[johnallen]

Here is a suggestion. Why not include cpanel in the default image and add a command in rc.local to update the control panel automatically?

[inteltechs]

Originally posted by ev1-curtis
In the case of redhat 7.3, we keep a stock image and then install the control panel atop of it. This keeps the control panel as up to date as possible. The problem with doing this is that it some times takes a few hours to complete the install due our connection to the cpanel servers. (Normaly between 45 - 3 hours.) I apologize for the 2 hour restore, and I assure you that you will not be charged for the restore.

Cpanel is installed via a script that logins into the server and performs its tasks. That is why we could not change the password after the server came online. If the password was changed in the middle of the install, the script may have failed. We would have to restart the cpanel install at the point.

well, 6 hour of cpanel installation is unacceptable. You guys should do something about it. I am glad that I got everything restored althought it took more than 10 hours.

Kevin

[vtrung]

I also have many problems with my server at EV1. I can list here some of these:

1. When I submit an upgrade ticket for my server (another 80 Gb HDD)

All thing they need to do is plug a new drive in my server but then they leave it down 4 hours with no ticket update. I contact them and then they said that there is a problem with my server hardware: "server failing....we would like to swap your server hardware to fix this". I can't belive, I have contract with EV1 for only 2 months ans such thing - "Hardware problem" happened.

Next they swap my server hardware and they said that I do not need to reinstalled software, no data loose. But in next 5 hours I receive a message that I need to restored my server to fix the problem. So the server almost down for 48 hours just because "Upgrade 80 Gb drive"!

I try to contact EV1 customer service to complain and present my situation, they don't want to talk. I leave a message but for more than a week with no asnwer, no apology!

During this time, many and many of my customers clain my company service and I don't know how to explain such problem to them. I pay for my services so I hope to get a good service.

2. The server is now still have problem, It automatically restarts when It alive about 10 to 15 mintues (Sure not because of my installation). I contacted them but still "checking, investigating,...."

I can't bear with this anymore. Now I decide to move my services to ServerMatrix. I find here strong server and realiability.

I write this message with the hope to hear comments of you about EV1 service.

[wheimeng]

Lotsa HDD failures with EV1, thats pity.

[tazd9t9]

email patrick ive seen him tell people they wont be charged the full price when its taken over 2 hours.

Its a problem but so far i think you really have to spell out to them what it is you want, if you want them to leave the old disk in, you have to ask for it or you wont get it.

[vtrung]

When my server is restored with a new HDD upgraded and the old primary master drive to backup data, they said that: "the slave drive will be remove after ...."

I wait until this removal slave drive time and I saw that they also remove my new drive upgraded. What's my feeling? very bad, they did't know that the drive they pull out from my server contain all data and it is very important.

With charging for my restoration i think EV1 should pay for this, they cause my server hardware failure and HDD failure. But now I still see that they add this to my services section.

Anyway, the only thing I hope from EV1 is that my server will not be down anymore because of such thing. In my company vision, I need to have 99.99% uptime service to my customer but now I failed this mission.

I comlain here and I hope EV1 guys see these and make a better service to their customers.

Thanks for your reading.

[Knogle]

Email Patrick, as someone else suggested already. I'm sure he would bend over backwards to help you out here.

[TotalChoice]

Waiting over one hour for a reboot at EV1.

Any one else having slow response times from EV1?

[wheimeng]

A lot of clients complaint recently, hope they brush up on that.

SM too, support gone down hill...

[Peamasii]

When it comes to arrogant, useless tech support, EV1servers is #1!

Which I suppose only makes sense, since their servers are overpriced as well...

I'm switching away today, after over a year of headaches with them.