There network has become terrible since we signed up with 9 servers.
Everyday this week all 9 servers have either been unaccessible or extremely slow.
I've been submitting tickets about it since Sunday, however, their initial response was theres nothing wrong with the network and I had to leave it, but then it happened again and I submitted another ticket and I got this reply:
We are going to disconnect another customers server which is causing this trouble, it appears there server has been hacked and is trying to connect to many remote hosts.
PoundHost Internet Services LLP
Okay so I proceeded to ask if this was the issue causing the previous problems and he said
Yes, this was the same cause as the other day.
PoundHost Internet Services LLP
I was very concerned that they had not picked this up and was determined that they were experiencing no network issues and that all our nine servers with them must have been our end. So I re-opened the ticket and said
TICKET RE-OPENED BY USER
Okay thanks for that.
However, I am slightly concerned that even though I was pretty sure it was a network issue, both yourself and Gareth said there were no problems, but there was.
Is this going to be something that happens regularly or?
20 mins later the ticket was closed, so I re-opened saying how rude it was to just close the ticket and that I would appreciate their comments on this.
I then got this back:
Sorry, but we are very busy, as I am sure you are, and you are always constantly opening tickets. We are an un-managed server company, and as such do not offer one-on-one support that you require.
I have explained what happened in my previous reply - hope this helps - I have no more information on this for you at this time.
So now I am walking on egg-shells opening tickets, but its going on day after day and all they say is oh yes I can theres a problem will fix in 5 mins, it then gets fixed but is happening the next day, so I am having to open tickets I cannot help it.
As explained, the problem is confined to your servers, as you have 9 servers in total which are all connected to the same local area switch in the rack that your servers are located in. There are also two other customers servers connected to this same switch, and unfortuantly both of these servers have been hacked and caused large amounts of outbound traffic which have saturated the uplink, causing a slowdown to your servers - the latency you have seen.
This isolates the issue with the switch you are connected to only, not a network wide issue, hence why no-one else was effected at the time, and we stated there were no known network issues in your tickets above.
As mentioned we have now removed both of the 'rogue' servers from your switch and are confident that your hosting will continue fault free.
Unfortuantly finding the issue did take time, however the constant support tickets you raised only slowed us down in finding the solution as we were always trying to provide updates to you each time you replied to the tickets, as opposed to finding/fixing the fault!!
Hope this helps explain in more detail.
Feel free to let me know if you have any further questions.
(Edited to say you have opened and replied to just over 110 support requests in the last 30 days, of which we have answered every one, and not charged for any technincal support (network related or otherwise, which with your server plan we would charge £30 per 30 minutes).