Web Hosting Talk : Web Hosting Main Forums : VPS Hosting : Ultima Hosts - bad experience

So I feel the need to post here, I had been a customer of ultimahost's vps service for about the last year. Things had gone mostly ok, with the occasional downtime, with the exception of a 5 day period last year where the VPS was completely unavailable.
On the 23rd the VPS started going down for no apparent reason. I requested to reboot a couple times and that request was granted, but then it would go down again within a couple minutes of coming back up.
On the 26th I was informed that they would have to rebuild the underlying OS and my VPS would be unavailable for 24 hours. OK, I thought, no big deal as long as it would perform better after this. At about 9 PM that night I received an email saying that my VPS had been deleted as well as all backups. I also had lost my sql server and mysql databases.
So by now I'm understandably a bit upset, but I sent an email back asking for a phone call to help explain the situation to me and what was still available, if anything, so I could start moving the sites to either a new vps or another provider. I did not receive one email or phone call back despite multiple attempts to contact ultima hosts.
I figured the least they could do would be to offer me a new vps and let me start transferring my stuff over, but still I have heard nothing. Then I see a post just yesterday on these very forums advertising a new special for their VPS? That is not fair. I understand if you want to promote new business but you need to take care of customers first.
Sorry for the gripes, but I am extremely frustrated right now. Hopefully this will serve as a wakeup call for them to start treating their customers better

[barry[CoffeeSprout]]

Sorry for the gripes, but I am extremely frustrated right now. Hopefully this will serve as a wakeup call for them to start treating their customers better
Well, if all of this is true then you definitely deserve to be upset!
However, you seemed to have registered specifically to post this, so I'm going to reserve judgement for now

true, fair enough. I have been reading the forums for awhile (what originally led me to ultimahosts).
To follow up, I finally got an email from them, no call, but they offered me a refund of the current month's fees or a new VPS, so I took the refund and am moving on. Still I feel > 24 hours with no contact after deleting everything I had is unacceptable.

[Reseller Mike]

Hi Ben,
Sorry to see you had a bad time with your host. Yes 24 hours is a long time with no contact for a vps server. Did they even tell you why your vps was deleted? and your backups? Did you have your own backups?
Lets hope all works out for you with this.
Best of luck,
Mike.

ooo, Good luck

[oooshola]

I'm also casualty of this ridiculousness coming from Ultima's data being erased. Perhaps I only have a lil' ol' reseller account, but I am suffering from the extremely long response times as well...sigh. Oddly enough, WHT is what led me to them too.
Since I've been busy trying to find solutions to my clients' problems, I never had time to think of what in the world kind of "staff error" could possibly single-handedly wiped out all their data from multiple servers, and backups?

[Reseller Mike]

Since I've been busy trying to find solutions to my clients' problems, I never had time to think of what in the world kind of "staff error" could possibly single-handedly wiped out all their data from multiple servers, and backups?
I am not say they did not have any of this. But they could of never had any backups for the clients or servers. How many servers are going over this?
Is your site up, just without data, with no emails?
Best of luck,
Mike.

[Kevin_D]

Looks like I am also a casualty of this mess. Second time this year where my VPS was down with Ultimahosts.net for at least a week, at least some people here are getting replies from support, I have heard nothing about it for the past 5 days, about why my VPS is down, and hearing it here is not making me happy.

[iHubNet-Matt]

Sorry to see that you have such problems with them. It is good that you at least got one month refund. Best of luck with your new host.

[Kevin_D]

I FINALLY got confirmation from Ultimahosts.net support today that all data was lost. I agree that they cannot be responsible for backups of everything, but I would expect them to get back to me sooner with updates regarding the outage and what is happening, instead of waiting 6 days to get back with me just to let me know that all data was lost.

[dnl01]

Hope you have better luck with them now.

[EU_CASSIUS]

Sorry to see this kind of problems with your host.
Good look in the future!