hosted by liquidweb


Go Back   Web Hosting Talk : Web Hosting Main Forums : Specialty Hosting and Markets : asmhosting - avoid...
Reply

Forum Jump

asmhosting - avoid...

Reply Post New Thread In Specialty Hosting and Markets Subscription
 
Send news tip View All Posts Thread Tools Search this Thread Display Modes
  #1  
Old 02-26-2008, 06:22 AM
WG47 WG47 is offline
WHT Addict
 
Join Date: Jun 2007
Posts: 100

asmhosting - avoid...


http://www.asmhosting.com

I needed a few linux shells, and these guys seemed decent. UK-hosted, ok prices, but definitely not so cheap as to be sub-standard...

Setup went smoothly, but then a few weeks ago the shells would randomly drop their net connection. It got worse and worse, and customers were told it was a hardware issue, and that they were waiting for replacement hardware.

Replacement hardware has arrived and been fitted, and my shells came back up for literally a few hours, and vanished again.

Another support ticket later, they said they were transferring all shells over to one of their stable servers while they took the time to sort this one properly - something that probably should've been done as soon as the instability started, but I can't blame them because I could just as easily have demanded that they do this.

They told me my shells would be up and running on the other box within 30 minutes, and said they'd credit me with a free month's fees because of the service.

That was a week ago.

The last time they answered a support ticket from me was a week ago.

They haven't answered the message I left on their telephone answering machine.

Their website claims 99.9% uptime. I've probably had less than 50% this month...

They also claim a 12hr support response. 7 days > 12 hours, no?

Of course, I've sourced my shell hosting elsewhere now, and want nothing more to do with these jokers, but I feel the need to warn others.

What with the bitesites debacle, it might be worth people keeping an eye on who I choose for hosting, and avoiding those companies.



Sponsored Links
  #2  
Old 03-10-2008, 08:29 PM
jamesmoey jamesmoey is offline
Junior Guru Wannabe
 
Join Date: Oct 2007
Posts: 61
Cheap hosting need to jam pack their server with ton of client in order to cover to cover the cost, no one want to run a negative cash flow business . So it should not be surprise that you get what you paid for.

__________________
Sitek XEN Hosting - Reliable VPS Hosting

CRM OnDemand - Fully Managed / Customized vTiger Hosting

  #3  
Old 03-12-2008, 11:55 PM
WG47 WG47 is offline
WHT Addict
 
Join Date: Jun 2007
Posts: 100
There's a difference between not getting what you paid for and them taking your money and running.

The prices aren't particularly cheap anyway, so I'm not sure what you're getting at. Either way, they're thieves and give terrible service.

Sponsored Links
  #4  
Old 03-18-2008, 07:09 PM
PTS107 PTS107 is offline
Newbie
 
Join Date: Mar 2008
Posts: 14
Exclamation Same problem!

I had EXACTLY the same problem with this company!

I had a large account with them for almost a year. I had connection problems, and issues with huge downtime which cost me a lot of time and money. They have ignored all my support tickets for the past 3 months, and do not answer telephone calls, or reply to the answering machine messages I have left them.

I have now sourced my hosting from another London based company, and they are absolutley top notch, for lower than the price I paid for ASM.

PTS

  #5  
Old 03-21-2008, 06:47 PM
Daniel_G Daniel_G is offline
Web Hosting Master
 
Join Date: Apr 2006
Posts: 1,120
I don't think these guys even answer support tickets at all anymore.

I had a great service for about 6 months with them, now I opened a support ticket on the 5th March, and have received no response.

So a week ago I opened an account cancellation request, and have received no response at all.

Are they still even taking new orders? It seems like no one is running the company anymore...

  #6  
Old 03-21-2008, 08:10 PM
PTS107 PTS107 is offline
Newbie
 
Join Date: Mar 2008
Posts: 14
Exclamation

Quote:
Originally Posted by Danny_G View Post
I don't think these guys even answer support tickets at all anymore.

I had a great service for about 6 months with them, now I opened a support ticket on the 5th March, and have received no response.

So a week ago I opened an account cancellation request, and have received no response at all.

Are they still even taking new orders? It seems like no one is running the company anymore...

No, There is no-one taking orders. They just charge you pro-rata, you pay, then nothing else happens. No-one is running the company, and the founder's personal blog never gets updated


PTS

  #7  
Old 03-23-2008, 10:33 AM
Daniel_G Daniel_G is offline
Web Hosting Master
 
Join Date: Apr 2006
Posts: 1,120
Quote:
Originally Posted by PTS107 View Post
No, There is no-one taking orders. They just charge you pro-rata, you pay, then nothing else happens. No-one is running the company, and the founder's personal blog never gets updated


PTS
Have you placed a new order with them?

  #8  
Old 03-23-2008, 06:05 PM
Biju Biju is offline
Big fan of RajiniKanth!!!
 
Join Date: Sep 2004
Location: Chennai , India
Posts: 4,595
people either go for big ones or low priced. I think people have to change looking towards quality based host.

  #9  
Old 03-23-2008, 09:18 PM
WG47 WG47 is offline
WHT Addict
 
Join Date: Jun 2007
Posts: 100
Quote:
Originally Posted by Biju View Post
people either go for big ones or low priced. I think people have to change looking towards quality based host.
As has been said though, their prices aren't low.


From their website:

"
Our site and services are currently under going needed maintenance and upgrade's.
During this time we will not be accepting any new orders, current customers services may be intermittently affected by these changes.
We will contact anyone affected by this as the need arises.
Regards,
ASMHosting Staff
24/March/2008
Some routing issues have been corrected.
These were caused by incorrect settings after the router replacement.
23/March/2008
A new Juniper router has been installed due to hardware issues.
This should resolve any current/past connectivity issues"



Intermittently? How about completely stopped?!


An incorrectly setup router doesn't explain them ignoring ticket after ticket.

They're con men, plain and simple.

  #10  
Old 03-23-2008, 10:01 PM
Daniel_G Daniel_G is offline
Web Hosting Master
 
Join Date: Apr 2006
Posts: 1,120
Quote:
Originally Posted by WG47 View Post
As has been said though, their prices aren't low.


From their website:

"
Our site and services are currently under going needed maintenance and upgrade's.
During this time we will not be accepting any new orders, current customers services may be intermittently affected by these changes.
We will contact anyone affected by this as the need arises.
Regards,
ASMHosting Staff
24/March/2008
Some routing issues have been corrected.
These were caused by incorrect settings after the router replacement.
23/March/2008
A new Juniper router has been installed due to hardware issues.
This should resolve any current/past connectivity issues"



Intermittently? How about completely stopped?!


An incorrectly setup router doesn't explain them ignoring ticket after ticket.

They're con men, plain and simple.
I was paying £2.50 for a 4 process IRC shell with them for the last 6 months or so, and it was a great service, until they went AWOL.

How does suddenly putting up a web page explaining some router fault justify a month of complete absence from all support tickets, phone answers and new orders?

Con artists indeed, and I hope anyone considering their services finds this post first and reconsiders.

Edit: good to see this thread is the second result when Google'ing "asmhosting"...

  #11  
Old 03-24-2008, 07:42 AM
alexas alexas is offline
New Member
 
Join Date: Mar 2008
Posts: 3
Hi,

While what I say is not going to make any difference to what has been said here already - and I for one am not going to try making excuses for what has happened I would like to take some time to explain some things.

Firstly, the reasons for my "AWOL" as it was put, is due to a number of personal things that happened which were outside my control, these should not have impacted services but unfortunately when you are this size (small) it does do so and for that I can only apologize Ė this is likely a lack of foresight on my part in not getting more people on part time to help with the support.

The issue with the Shell Hosting server (I'd like to point out that it was only 1 of our 4 servers that was affected and a number of customers got moved off of it) was repeated hardware failure, obviously I have missed something in moving people and issuing refunds which will be looked into over the next week.

I decided that orders should not be taken as it will cause more issues while changes to the network and the way things are run than it solves.

At the moment there are new people who we are bringing on to do the support tickets which should remove the issue should something like this happen again - also and just as importantly - we will have a number of people who are able to do onsite work at the datacenter for us which should mean that any hardware issues will get dealt with quickly and properly.

While I don't expect this to change your views on things that have happened I at least hope it clears up some issues.

I'm not here to make excuses, those are pointless as the events have happened and that is something we will now have to deal with. I'm simply here to explain why these have happened and what we are doing to improve/change them.

Yesterday we installed a new Juniper router to replace our old router which was causing intermittent issues with connectivity, if we were a "flash in the pan" as it were we would not see fit to invest the sort of money that we are having to do to get things back to how they were - we will however have a lot of other things going on which I'll quickly outline:

Web servers - There are some issues here (were running out of disk space & CPU is bottlenecking) so there will be some outages per account while they are moved to a new server. People will be emailed about these as and when they happen. This will be within the next 2 weeks or so.

Shell Servers - We have to move each serverís users to newer servers, for example our somewhat aging shell 1 server is suffering somewhat due to load issues. This will be done over a long period of time and isnít something that is going to happen in the next month or so.

Virtual Servers - We don't have any issues here at the moment, however we will be adding some new hardware to the cluster and will be moving people to the new servers if they so which (thanks to the way openvz works this can be done seamlessly).

Connectivity - While I feel our providers are providing us a good service there is always some way this can be improved and we are looking into a few new providers and a way to improve our USA connectivity as I feel this is lacking.

Support - This was once good. I think this is the main issue as there turned out to not be enough hours in the day to deal with what needed dealing with. I have explained above what is being done about this and the only other thing to add is that we'll be moving away from Kayako as it is not flexible enough nor (I find) reliable enough for our use. This should hopefully be done by the end of this day (24th March) and will be linked on the front page.

All in all, that's the situation - I don't think there is anything more that I can add other than to apologise to all those affected by things that have gone on and hope that you see that we are doing the best to rectify the situation and stop it from happening again at any point in the future.

On a final note, we donít offer Phone Support to customers unless they are a Colocation customer.

  #12  
Old 03-24-2008, 09:30 AM
PTS107 PTS107 is offline
Newbie
 
Join Date: Mar 2008
Posts: 14
Quote:
Originally Posted by alexas View Post
Hi,

While what I say is not going to make any difference to what has been said here already - and I for one am not going to try making excuses for what has happened I would like to take some time to explain some things.

Firstly, the reasons for my "AWOL" as it was put, is due to a number of personal things that happened which were outside my control, these should not have impacted services but unfortunately when you are this size (small) it does do so and for that I can only apologize – this is likely a lack of foresight on my part in not getting more people on part time to help with the support.

The issue with the Shell Hosting server (I'd like to point out that it was only 1 of our 4 servers that was affected and a number of customers got moved off of it) was repeated hardware failure, obviously I have missed something in moving people and issuing refunds which will be looked into over the next week.

I decided that orders should not be taken as it will cause more issues while changes to the network and the way things are run than it solves.

At the moment there are new people who we are bringing on to do the support tickets which should remove the issue should something like this happen again - also and just as importantly - we will have a number of people who are able to do onsite work at the datacenter for us which should mean that any hardware issues will get dealt with quickly and properly.

While I don't expect this to change your views on things that have happened I at least hope it clears up some issues.

I'm not here to make excuses, those are pointless as the events have happened and that is something we will now have to deal with. I'm simply here to explain why these have happened and what we are doing to improve/change them.

Yesterday we installed a new Juniper router to replace our old router which was causing intermittent issues with connectivity, if we were a "flash in the pan" as it were we would not see fit to invest the sort of money that we are having to do to get things back to how they were - we will however have a lot of other things going on which I'll quickly outline:

Web servers - There are some issues here (were running out of disk space & CPU is bottlenecking) so there will be some outages per account while they are moved to a new server. People will be emailed about these as and when they happen. This will be within the next 2 weeks or so.

Shell Servers - We have to move each server’s users to newer servers, for example our somewhat aging shell 1 server is suffering somewhat due to load issues. This will be done over a long period of time and isn’t something that is going to happen in the next month or so.

Virtual Servers - We don't have any issues here at the moment, however we will be adding some new hardware to the cluster and will be moving people to the new servers if they so which (thanks to the way openvz works this can be done seamlessly).

Connectivity - While I feel our providers are providing us a good service there is always some way this can be improved and we are looking into a few new providers and a way to improve our USA connectivity as I feel this is lacking.

Support - This was once good. I think this is the main issue as there turned out to not be enough hours in the day to deal with what needed dealing with. I have explained above what is being done about this and the only other thing to add is that we'll be moving away from Kayako as it is not flexible enough nor (I find) reliable enough for our use. This should hopefully be done by the end of this day (24th March) and will be linked on the front page.

All in all, that's the situation - I don't think there is anything more that I can add other than to apologise to all those affected by things that have gone on and hope that you see that we are doing the best to rectify the situation and stop it from happening again at any point in the future.

On a final note, we don’t offer Phone Support to customers unless they are a Colocation customer.
Not excuses? Seems like it to me.

Fair enough, personal problems do have an effect, I know that, but notification is not hard, nor time consuming.

Simply adding a paragraph of text or sending a mass email would have taken you 5 minutes if that, and if you were incapable of doing that, you could just as easily have had another staff member do it.

You have neglected customers of a company you clearly make money from, and I would imagine you have lost a fair amount of customers, and money, which could have easily been limited, if not avoided with a 5 minute e-mail.

PTS

  #13  
Old 03-24-2008, 10:19 AM
WG47 WG47 is offline
WHT Addict
 
Join Date: Jun 2007
Posts: 100
Quote:
Originally Posted by alexas View Post
Firstly, the reasons for my "AWOL" as it was put, is due to a number of personal things that happened which were outside my control, these should not have impacted services but unfortunately when you are this size (small) it does do so and for that I can only apologize Ė this is likely a lack of foresight on my part in not getting more people on part time to help with the support.


*YOUR* AWOL. That doesn't explain why nobody else answered my tickets or phone calls. I've had ticket replies from at least two different people, so why did this other person not reply to my ticket?

Quote:
The issue with the Shell Hosting server (I'd like to point out that it was only 1 of our 4 servers that was affected and a number of customers got moved off of it)
I was told at one point I'd be moved to the new server within 30 minutes. That never happened. Are you saying that this catastrophe that happened in your personal life happened within 30 minutes of you telling me that?

Quote:
At the moment there are new people who we are bringing on to do the support tickets which should remove the issue should something like this happen again - also and just as importantly - we will have a number of people who are able to do onsite work at the datacenter for us which should mean that any hardware issues will get dealt with quickly and properly.
Glad to hear it.

Quote:
there turned out to not be enough hours in the day to deal with what needed dealing with.
800-odd too few hours in the day, judging by the last support ticket of mine you answered.

Quote:
On a final note, we donít offer Phone Support to customers unless they are a Colocation customer.
Might be an idea to mention that beside the phone number on the webpage then.

  #14  
Old 03-24-2008, 10:45 AM
alexas alexas is offline
New Member
 
Join Date: Mar 2008
Posts: 3
Quote:
Not excuses? Seems like it to me.
If you see them that way there is nothing I can do about that, I could have just left it without replying and not given any information but I don't think that's the right way to deal with this issue.

Quote:
You have neglected customers of a company you clearly make money from, and I would imagine you have lost a fair amount of customers
A number of them yes, but on the whole most people's services were running completely fine and thus they had no issues so didn't need to have any contact. I screwed up, thats how you get punished for it.

Quote:
I was told at one point I'd be moved to the new server within 30 minutes. That never happened.
No it simply seems that I screwed up the move of your account - another mistake on my part.

Quote:
800-odd too few hours in the day, judging by the last support ticket of mine you answered.
I was refering to before this issue, there was only so many hours in a day that could be spent working on things.

Quote:
Might be an idea to mention that beside the phone number on the webpage then.
There was one in the past (over 4 months ago if memory serves me correctly) but that got removed.

I know things should have been better handled looking at them, all I can do now is explain what happened and what is being done to make sure the same things don't happen again.

  #15  
Old 03-24-2008, 03:25 PM
WG47 WG47 is offline
WHT Addict
 
Join Date: Jun 2007
Posts: 100
Quote:
Originally Posted by alexas View Post
I know things should have been better handled looking at them, all I can do now is explain what happened and what is being done to make sure the same things don't happen again.
So we can expect refunds when?

Reply

Related posts from TheWhir.com
Title Type Date Posted
Instagram Migrates from Amazon’s Cloud into Facebook Data Centers Web Hosting News 2014-06-27 10:43:57
Mistakes To Avoid When Launching A New Website Design Blog 2014-01-10 10:53:50
Orange Builds Data Center in Support of Hosting, Cloud Computing Efforts Web Hosting News 2013-10-11 13:44:19
Strategies to Reduce Operating Costs, Avoid Email Blacklisting and Improve Deliverability Webinars 2014-06-10 11:05:29
Cloudmark Shares Strategies to Avoid Email Blacklisting, Improve Deliverability Blog 2013-05-31 14:57:24


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes
Postbit Selector

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off

Forum Jump
Login:
Log in with your username and password
Username:
Password:



Forgot Password?
Advertisement:
Web Hosting News:



 

X

Welcome to WebHostingTalk.com

Create your username to jump into the discussion!

WebHostingTalk.com is the largest, most influentual web hosting community on the Internet. Join us by filling in the form below.


(4 digit year)

Already a member?