"Thank you for your recent purchase. Before your order is processed, we need to inform you of a decision made this weekend by our management team to no longer offer full 100Mbps burstability. After two (2) DDoS attacks in recent weeks, the management team has decided to limit each port at
10Mbps to ensure that our network is protected in the event that a few servers are compromised and used to launch attacks internally as well as against other networks. UCG had quite a few customers who signed up with the sole purpose of disrupting the network and we're in the process of terminating their accounts.
Also, we just got a bill from our upstream provider and the dollar amount is quite large. We don't mind sustained usage, but servers that burst more 10Mbps for only a few minutes makes it really difficult for us to recover our cost. If you require more than 10Mbps, we do provide dedicated bandwidth starting at 20Mbps. Detailed information is available at http://www.unitedcolo.com/bandwidth.htm. Your credit card has not been charged so if you wish to cancel, please let us know right away.
Also in my dealings with them they had repeatedly gone back on what they advertise and changing their minds and terms to suit them varying on what was promised when we signed up. (Example $49 and $99 was supposed to be full burstable to 100mbit but was cut to 10mbit) They had also gone back on their words a few times. As MRTG was delayed in installation, their support emailed me to say that no overage bw will be charged for the month. Now they are singing another tune.
i attached my email to them below
"1. When I first sign up on the $99 plan, it was stated that it will be full 100mbit/s. By accepting my money and setting it up, that constitutes a legally binding contract. Later on, it was quietly reduced to 10mbit without even any notification to the customers. And when I asked, the DDOS was cited as an example. I understand about the DDOS issues. But action should be taken against errant customers rather than to penalize the innocent majority.
2. I got a support email saying that I won't be charged overage bandwidth for this month due to the delays in setting up the MRTG. However, it is fortunate I seek further clarifications as I learn later on that the same formula will still be applied. Even if it was the support staff mistake, in business, a lot is about honouring your word and building trust.
3. Upon the varying of the original terms that I signed up for, I decided to give an inch and upgrade to a higher plan. (Either the corporate or extreme plans). I signed up for it online and once again, UnitedColo decides to vary its terms despite what was agreed upon earlier. When I originally quiz the support staff on whether there will be more changes, he said emphatically that "no changes is planned in the near future".
So there you have it. This guys have breached trust and their own words time and again in a short period of 2 weeks. I regretted having defended them a few times on this forum before. My take is not to sign up if you cannot accept changes make by them on their whims and fancies. They had a well-documented history of going back on their words (and even legal contracts) to suit their own interests and purposes
So gentlemen, the curtains is falling. Unitedcolo cannot honour their agreements and for those reading, yes...their packages are too good to be true.
The second reason they mentioned also needs some careful attention. I would assume anyone to have done their costings right and not be so shocked by their bandwidth bills that they immediately clamp down on customers and change their own plans.
Anyway, this is my inside view on my dealings with them. Good luck to everyone on Unitedcolo.
Many thanks for your information and it really helps me to decide
Giam Teck Choon
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Generally, 10mbit/s may still be a good deal for most. The main issue I guess I have is with their lack of honour and constant retraction of statement and going back on their own words. Sometimes, in a business, the lack of honour and trust is the hardest to deal with.
In response to my email asking the management to reply to the injustice I think I suffered, instead of rectifying of any sort, they choose to reply with a one-liner "We will take your reply as a decline to proceed. Your order will be set aside."
Swift customer support response is one thing. But if the content is bad, swiftness just means sending a bad message faster to the customer
Sure. As a company, however you do not go back on words uttered by your staff. The staff represents the company. The thing is throughout the whole episode, there's been no retraction, admission of fault, instead there are plenty of excuses. That's also riles me.
Yes, a lot of hosts rely on this forum, lurking around... hoping to pick up another hosts scraps, but really it comes down to solid business decisions, not word of mouth from people you don't even know on a forum.
my instincts tell me to write off one month to test them. I can afford a hundred or two. It's spare change. And that's what I have done. After that test, I am telling the others on the forum what I have learnt. Word-of-mouth is one of the best way to find out things sometimes, and I take it a step further by testing it out for a month. To me, that's good solid business decisions.
and what's your point? If you don't think the post is of use to you, that's fine. There are other who will.
You missed a crucial part, word of mouth by people you know isn't the same thing that you responded to.
My point is by not using your instincts based on the above correctly quoted information, it's now your chance to learn from your own mistakes, and as you mention, the possibility of others making the same mistake.
Maybe I'm just tired of seeing the forum filled with people whining and feel like expressing it, pft and?