I've been a customer of theplanet.com for 2 years now. I have two servers with them. On february 2004. I got their RLX Dual Xeon server with RHE3 and their gold support plan. Last spring there were some random crashes of this server. All planet did was to reboote server when it crashed. Somehow my admin mananaged to tweak kernel to work. We had some ocassional issues but it was more or less ok. In past two months this server started crashing again. Only hard reboot could help. I've sent many tickets but planet did nothing to resovle the issue. After one crash I asked them to log on via serial console, and they found out that server didn't crash but network services. Once restarted (just net service) from serial console server would come back normally. Again they did nothing to resolve the issue.
I didn't check temp before, but lately i've found that temp of both CPUs and system is often in red zone (in their remote management console in orbit). I've sent ticket again, and mailed their account manager (never received reply from him), and this was the reply of their staff:
One thing I did notice about this server when I was taking a look at it is the position on the cabinet it is in. It is the server directly below the switch for the cabinet. The switch is directly above the location of your dual xeon processors, and most likely acting as a huge conductor for heat where it can't escape the system, thus the high CPU temperatures.
If this server has constant high usage like this, we could try moving it to a different location to see if this helps relieve the problem where more airflow can get to the top of the 1U chassis and escape better. If that doesnt work you might need to consider getting another type of server that will allow more airflow on your Dual Xeon processors than a 1U chassis will allow.
Funny thing is that planet only offers 1U Dual Xeon servers in their enterprise line. So I asked to move server to better location, and they told me they replaced CPU fan and it should be better. It is better now, but still both CPUs and system temp monitor goes to red zone often. I've also mailed [email protected] asking to forward my issue to upper management but never received reply.
Server didn't crash in last 5 days, but temp is still high, and I'm still waiting for them to move the server (if it will happen ever).
I must say that beside this issue I had very good experience with planet, but never I asked more than some basic issues. I'm paying planets fully managed enterprise server with gold support plan, but what I'm getting is a failing server somewhere in very hot place, and something that can't be even called supported not to mention managed server.
My other server is cheapest servermatrix server, and I had no problems with it ever.
I still belive I just got unlucky with them, since as I read here most of the people have good experience with planet (if my server happened to work ok i would be satisfied too). But what hurts the most is the lack of communication with them, I'm simply left alone to deal with it...
Hate to make a blog out of this thread...but i have a need to post
Yourhost thank you for looking into the issue. After you forwarded my ticket to planets director of support he told me he'll look into the issue and that he's sure we can get it solved.
So they replaced server chassis, after which some IP's didn't work, after which they mistakenly rebooted server and for unknown reason we had another 2 hours of downtime. Day after, server again lost network, but they didn't reboot but login via serial console and restarted network service and server came back online without need to reboot. Since friday total control remote management didn't work for this server so we couldn't check temp. Today it was restored, and suprise suprise both CPUs are in red zone and overheating even the chassis was replaced. Server has pretty low load all day long.
I've opened another ticket, but they told me it's not a problem for a server to be in red, it should work just fine. Then I had to go thru all again explaining it's just not working fine. Network services are crashing and CPUs are overheating...
Issue is just switched from one tech to another, without anyone really geting into it...and downtime and overheating is still happening.
Now director of support told me he'll switch my issue to a higher level tech (with all these problems why wasn't that done before?)...
To me this looks like deja vu...of me being a customer of Dialtone which was great and had best support, till Interland bought them and problems started. Then i switched to the planet...which was simply great while i had their super micro server (and still is great for my server matrix server)
X-Gaming I did email and they payed more attention (like i wrote), but haven't resolved my issue yet.
Why am I writing? I honestly didn't expect planets reply here, i wrote this to share my experience with others. This is what i expect to find here. If many post good experience about some company i'm more confident in it, if many post bad experience i'll stay away from it.
Anyway I have open tickets at planet and i plan to go thru this with them and not here, i'm just letting this community know what was my experience (partly good partly bad).