Results 1 to 29 of 29
  1. #1

    FsckVPS - Poor Support Now.

    I normally don't "run to wht and whine" but I have had my fill of the lack of response, or when responses are given they don't make any sense.

    Has anybody else experienced this?

    http://www.rrtstatus.com/ticket.html

    I will admit that near the end my patience are running out, but this is absolutely ridiculous. I know that this is not there support forum, and I know that the ticket is now magically in the billing queue.

    I have tried both phone numbers listed on there website, the US one goes to some construction firm I think, and the UK rings then nothing. None of the support chats are logged in.

    Does anybody know of anyway to communicate with this company and get some sort of response that makes sense?

    Thank you,

    Anthony

  2. #2
    Join Date
    Mar 2007
    Location
    /home/Boston
    Posts
    174
    That is incredibly frustrating. You exercised much more patience that I would have been able to.

    If you look up Rus's username you might be able to find his AIM screenname or send him a PM here. While those aren't official routes of communication it might be a means to an end.

    Best of luck in these hard times for VAServ / FSCKVps customers.

    Kind Regards,
    Jesse

  3. #3
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,601
    We are provisiing out the last batch of VPS tonight so you should get it. All VPs are under billing/provisioing so we can help information flow as best as possible. I know there are lots of pissed off people and I can't blame them and I apologise for that. We are just about on our feet after handeling the best part of 8000 tickets in the last 10 days

    Rus
    Russ Foster - Industry Curmudgeon

  4. #4
    Join Date
    Dec 2005
    Posts
    3,077
    I've got a number of dedicated servers with A2B2 and must admit my patience is getting a little thin now. There is no working RDNS on any of their UK IP Ranges on UKServers Transit.

    I've been waiting 96 hours to try and get this sorted and despite being told on numerous occasions it will be fixed in 12 hours / 24 hours it's still not fixed. Hopefully we can get something sorted soon.

    I know they are inundated with tickets but would like to think something like this would be a quick and easy thing to get fixed, even if it means quickly setting up a couple of VPS to serve the DNS

    Chris

  5. #5
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,601
    RDNS was fixed as of about 30 minutes ago

    rus
    Russ Foster - Industry Curmudgeon

  6. #6
    Join Date
    Jun 2003
    Location
    Calgary, Alberta
    Posts
    531
    I am still waiting for my VPS to be put back online, two weeks and barely any communication and lame excuses as to why mine is not back online.

    I believe I have been very patient waiting for FSCK to get us back online, but nothing yet even though they sent me the "provisioning" e-mail over 48 hours ago.

    FSCK has lost all credibility with our company now due to the lack of communication and lack of interest in wanting to get out business back.

    I just hope they put together a reasonably good service and honor their 2 month free service offer for us that lost all our data.
    Jason (JC) Morris, Vice President - Technology
    TechWest Hosting - Enterprise Plesk & cPanel Hosting Since 2003!
    Shared & Reseller Hosting on Dell Quad Core 5420 Servers w/ RAID 10 in Multiple Datacenters!
    Ruby on Rails, FFMPEG, Fantastico, RVSiteBuilder, RVSkins, Nightly Off-site Backups, Clustered DNS!

  7. #7
    Join Date
    Oct 2008
    Posts
    2,249
    i just had my third vps setup and it took them under 2 hours for all of them for the most part.. im lucky lol.


    Although saying wtf may not be the best thing to say when you want your servers right away.
    Leader of the new anti sig spamming club.

  8. #8
    While I can agree that at wtf might not be the best choice of words, I do feel that what 10 days now past this the expression could be said.

    As far provisions, why did I get 2 new ones instead of the 7 I had?

    Either way I hope that fsckvps can get things figured out. Up until this crash which I don't think was there fault the service was great. During this mess there communication was great the first few days. However after the first few days it seems that everybody go tired and mistakes were made all over the place.

    Rus my offer still stands you ever come out here to Vegas, I will still buy you a steak.

    Thanks,
    Anthony

  9. #9
    Join Date
    May 2004
    Location
    Toronto, Canada
    Posts
    5,084
    Quote Originally Posted by RubyRingTech View Post
    While I can agree that at wtf might not be the best choice of words, I do feel that what 10 days now past this the expression could be said.

    As far provisions, why did I get 2 new ones instead of the 7 I had?

    Either way I hope that fsckvps can get things figured out. Up until this crash which I don't think was there fault the service was great. During this mess there communication was great the first few days. However after the first few days it seems that everybody go tired and mistakes were made all over the place.

    Rus my offer still stands you ever come out here to Vegas, I will still buy you a steak.

    Thanks,
    Anthony
    I think you are probably right. I dont doubt that there are some very tired people getting caught up on sleep. In hindsight they probably should have said look it's going to take us 2 weeks to get everything back and done correctly.

    I hate to say it but patience is your only choice at this time.
    André Allen | E: aallen(a)linovus.ca
    Linovus Holdings Inc
    Shared Hosting, Reseller Hosting, VPS, Dedicated Servers & Public Cloud | USA, Canada & UK - 24x7x365 Support

  10. #10
    Luckily my situation isn't as dire as the original posters. However, I'm getting to my breaking point as well. I too was understanding of the situation, and still believe that the "big hack" or "incident" was basically an act of god and they were not negligent. Having said that, I feel that the handling of the situation afterwards has been bungled.

    I don't expect much support from fsckvps because I'm not paying for it and I don't want it. What I do expect however, it to get what I paid for, that is a working VPS server. And frustration is compounded when I don't receive a reply within 24 hours, on a support ticket thread, which had been replied to. What really frustrates me is that I had a working configuration before the incident, but now there's problems providing that to me?

    My problem is that I have memory allocation problems on a VPS. I've been talking with support. They wanted to do and did a rebuild. They then tried to fix it a second time and failed. I've asked to be moved to another VPS on a different server, and was told before verification of the success of the second attempt that I would be provided one IF the issue persists, which it did. That was over 36 hours ago and the issue still persists, is that long enough?

    There appears to be no concern about the needs of the customer (at least email me back and answer my questions).

    If things aren't fixed tomorrow, I'm probably switching to another provider. I was initially very impressed with fsckvps, but my patience is wearing thin.

  11. #11
    Join Date
    Jan 2008
    Posts
    519
    Quote Originally Posted by ezln View Post
    Luckily my situation isn't as dire as the original posters. However, I'm getting to my breaking point as well. I too was understanding of the situation, and still believe that the "big hack" or "incident" was basically an act of god and they were not negligent. Having said that, I feel that the handling of the situation afterwards has been bungled.

    I don't expect much support from fsckvps because I'm not paying for it and I don't want it. What I do expect however, it to get what I paid for, that is a working VPS server. And frustration is compounded when I don't receive a reply within 24 hours, on a support ticket thread, which had been replied to. What really frustrates me is that I had a working configuration before the incident, but now there's problems providing that to me?

    My problem is that I have memory allocation problems on a VPS. I've been talking with support. They wanted to do and did a rebuild. They then tried to fix it a second time and failed. I've asked to be moved to another VPS on a different server, and was told before verification of the success of the second attempt that I would be provided one IF the issue persists, which it did. That was over 36 hours ago and the issue still persists, is that long enough?

    There appears to be no concern about the needs of the customer (at least email me back and answer my questions).

    If things aren't fixed tomorrow, I'm probably switching to another provider. I was initially very impressed with fsckvps, but my patience is wearing thin.
    You have the good times, you have the bad times.... it says a lot that you would like to stick with them. If you do, get yourself a cheaper backup, just in the event.

    It is no excuse, but I read some place they have received almost 8,000 e-mails, so it understandable they have not replied personally. An e-mail daily to everyone would be nice to answer a lot of questions.

    Good luck to you.... not going to suggest another host... just suggesting to always have someone in your back pocket when things go south... even when you are impressed.
    Mike

  12. #12
    Another day, and still not word one in response from all this. Yet there taking new orders? I wonder if I just order new VPS's I will get them faster?

  13. #13
    Join Date
    Apr 2008
    Posts
    73
    i order new vps from 5 days ago,rus promise me to make my vps online tonight.
    im waiting.

  14. #14
    Join Date
    May 2006
    Posts
    261
    I am also waiting for my new VPS... I opend a ticket and the only reply i got WAY later was "This has been moved to sales for review". Nearly been 24 hours now.

  15. #15
    Join Date
    May 2008
    Posts
    74
    I guess I'm not the only one who receives useless responses from "Sushant".

    All I've ever heard from him/her was "This has been done for you", but really I asked for CentOs to be freshly loaded and all I got was nothing (most likely a reboot, but I didn't notice)

  16. #16
    I switched providers as nearly 2 weeks after my VPS went down, they still are unable to provide me with the service I have paid for.

  17. #17
    You have to be kidding me, I just got an invoice from FSCKVPS. How do I not unload on these people? Automated or not, what about everybody saying Free Service, no bills, all that stuff. So I get a bill and I still don't have my VPS.

  18. #18
    Join Date
    Oct 2007
    Location
    United States
    Posts
    1,175
    Quote Originally Posted by RubyRingTech View Post
    You have to be kidding me, I just got an invoice from FSCKVPS. How do I not unload on these people? Automated or not, what about everybody saying Free Service, no bills, all that stuff. So I get a bill and I still don't have my VPS.
    I wouldn't take it personally just because you got an invoice, as it is an automated process. They can't just simply halt billing for everyone and give everything away for free, since not everyone was affected as much as you.
    www.DMEHosting.com - DME Hosting LLC | Servers, KVM/OpenVZ VPS's, Email Hosting, Web Hosting

  19. #19
    I am trying not taking it personal, I know automation and I am not being singled out, I am however very frustrated with this. Automated or not, where do we as customers draw the line at this? We run WHMCS as well, while it may take awhile to change the renewal dates, its not the hardest process in the world. They publicly announced things are back and running, billing is doing there job, and there now taking new orders. That is where the frustration comes into play. They have not even finished resolving the problems they have.

    Thanks for listening.

  20. #20
    Join Date
    Apr 2007
    Location
    Calgary, Canada
    Posts
    200
    Quote Originally Posted by RubyRingTech View Post
    You have to be kidding me, I just got an invoice from FSCKVPS. How do I not unload on these people? Automated or not, what about everybody saying Free Service, no bills, all that stuff. So I get a bill and I still don't have my VPS.
    Yeah, I've heard nothing about the 2 months free since the downtime. Anyway, I paid their invoice last week since their billing department said I need to pay it until they can give credit and sort everything out...

    What really upsets me is the lack of communication during and after the incident. I never got an email from them explaining why our service was down, what they plan on doing in the future to resolve such issues, not even an apology. The only email I got on the week of the downtime was my invoice notification, and an email regarding their CC data being compromised.

    One thing for sure, I'm not going to pay the invoice next month, whether or not they decide to give credit or not.

  21. #21
    Join Date
    Sep 2003
    Posts
    33
    Has anyone had their additional IPs put back on their VPS after being setup with a single IP following the hackage?

  22. #22
    Join Date
    Jun 2005
    Location
    New York
    Posts
    2,882
    Quote Originally Posted by RubyRingTech View Post
    You have to be kidding me, I just got an invoice from FSCKVPS. How do I not unload on these people? Automated or not, what about everybody saying Free Service, no bills, all that stuff. So I get a bill and I still don't have my VPS.
    Submit a ticket to them - I'm sure they will delete the invoice for you
    XeHost.net - Hosting websites since 1999!
    Shared Hosting, Cloud Hosting, Reseller Hosting, VPS Hosting, and Dedicated Servers
    End-User Support, WHMCS, and WHMReseller Available on Reseller Plans!
    Follow us on Twitter - new special every Sunday! @XeHost

  23. #23
    XeHSean - I understand this, I have no desire to submit another ticket that will be overlooked in the mass mess.

    Anybody know of any VPS providers in the same ballpark as FSCK?

    Thanks,
    Anthony

  24. #24
    Quote Originally Posted by XeHSean View Post
    Submit a ticket to them - I'm sure they will delete the invoice for you
    Not quickly. I have a billing ticket in, and it's not answered. Exactly the same issue.

  25. #25
    Join Date
    Nov 2001
    Location
    Vancouver
    Posts
    2,416
    My account was on a server which was wiped clean by the attacker. Other than lack of sleep watching the saga unfold for 2 days for mere spectator sport, I can't say I've suffered. My VM was a backup "server" for other real and virtual servers located in the kingdom of far, far, away.

    Maybe my experience is atypical, or maybe I represent the silent majority. Dunno.

    What I do know is that every request I've ever made of the company has *always* been dealt with professionally and to my complete satisfaction, both before the hack attack and since.

    Before the attack I had always found service to be perfectly professional. I require zero technical support but the PTR requests, reports of spam/phishing noted on a related company's network (they dealt with this very quickly indeed), additional IP requests - all were done very quickly.

    Since the attack I've put in three tickets:

    1) Requesting the reprovisioning; done
    2) Requesting reload of OS from CentOS to Debian minimal; done
    3) Requesting the SLA extension offer of 2 free months per Grant on these forums; misplaced

    Getting the OS redone was performed very quickly given the circumstances.

    Obtaining the SLA credit on my account took a little longer. I figured original request might be a problem as they used the SLA extension ticket to generate reprovisioning activity and of course it got closed out once the newly provisioned server was ready. A mistake, sure, but no big deal.

    I submitted a billing ticket an hour ago or so requesting some clean up on my account - I'd cancelled an IP, and put in the SLA request again. Vlad responded promptly and addressed both issues.

    I quite understand the initial SLA extension request being misplaced. Of course it shouldn't happen but in context it isn't a surprise - they were driving very hard and fast to get people's servers back up and this got lost in the wash. I certainly do not mind taking on the small burden of ensuring that this detail was followed up on, and I deliberately waited some time before re-issuing the billing ticket to be sure that life in the back office was a little more sane.
    “Even those who arrange and design shrubberies are under
    considerable economic stress at this period in history.”

  26. #26
    Join Date
    Jun 2003
    Location
    Calgary, Alberta
    Posts
    531
    Quote Originally Posted by chimp View Post
    Has anyone had their additional IPs put back on their VPS after being setup with a single IP following the hackage?
    No - still being ignored even after two tickets...
    Jason (JC) Morris, Vice President - Technology
    TechWest Hosting - Enterprise Plesk & cPanel Hosting Since 2003!
    Shared & Reseller Hosting on Dell Quad Core 5420 Servers w/ RAID 10 in Multiple Datacenters!
    Ruby on Rails, FFMPEG, Fantastico, RVSiteBuilder, RVSkins, Nightly Off-site Backups, Clustered DNS!

  27. #27
    Join Date
    May 2007
    Posts
    1,979
    sorry for the off topic, but: I wanted to know if I can upgrade my current 128 meg /$5 per month to what everyone has : $10 and 512 megs of ram..
    I post here as I requested this to rus by pm, sent email to support ( even contacted him on twitter and nothing happened) and made a post and it was deleted without providing me a reason. A dude that had nothing to do told me it wasn´t vaservs support website (at that time vaservs website hadn´t got anything as it was hacked)

  28. #28
    Join Date
    Mar 2009
    Location
    Austin Tx
    Posts
    2,001
    Quote Originally Posted by mwatkins View Post
    My account was on a server which was wiped clean by the attacker. Other than lack of sleep watching the saga unfold for 2 days for mere spectator sport, I can't say I've suffered. My VM was a backup "server" for other real and virtual servers located in the kingdom of far, far, away.

    Maybe my experience is atypical, or maybe I represent the silent majority. Dunno.

    What I do know is that every request I've ever made of the company has *always* been dealt with professionally and to my complete satisfaction, both before the hack attack and since.

    Before the attack I had always found service to be perfectly professional. I require zero technical support but the PTR requests, reports of spam/phishing noted on a related company's network (they dealt with this very quickly indeed), additional IP requests - all were done very quickly.

    Since the attack I've put in three tickets:

    1) Requesting the reprovisioning; done
    2) Requesting reload of OS from CentOS to Debian minimal; done
    3) Requesting the SLA extension offer of 2 free months per Grant on these forums; misplaced

    Getting the OS redone was performed very quickly given the circumstances.

    Obtaining the SLA credit on my account took a little longer. I figured original request might be a problem as they used the SLA extension ticket to generate reprovisioning activity and of course it got closed out once the newly provisioned server was ready. A mistake, sure, but no big deal.

    I submitted a billing ticket an hour ago or so requesting some clean up on my account - I'd cancelled an IP, and put in the SLA request again. Vlad responded promptly and addressed both issues.

    I quite understand the initial SLA extension request being misplaced. Of course it shouldn't happen but in context it isn't a surprise - they were driving very hard and fast to get people's servers back up and this got lost in the wash. I certainly do not mind taking on the small burden of ensuring that this detail was followed up on, and I deliberately waited some time before re-issuing the billing ticket to be sure that life in the back office was a little more sane.

    I join you in the "silent majority", as I have multiple VPSs, but also have others "elsewhere" (since customers pay me, i feel this gnawing sense of responsibility to have redundancy..call me a nut, label me zaney, off-my-rocker-mad).

    My experience, both past an present, pretty much mirrors your own. Since no one provider can ever take out all my services, the whole ordeal was an annoyance rather than the "sky is falling" epic event some seem to have experienced (and set themselves up for, IMHO).

    <soap box>

    Given FSCK's customer base, the majority that were screaming the loudest were the ones, quite frankly, who were negligent to *their* customers by employing one budget provider, yet creating no backups or DR plan for themselves, and deciding this was just a fine and dandy solution. Sadly, many have learned the hard way that this is actually not a viable plan at all. It just doesn't matter who is running any company, if you put all of your eggs in one basket, you will get burned.

    To those that fall into this category, I ask how the conversation went, and what kind of little "white lie" was told when customers asked the inevitable: "So all the data was on these 1 or 2 servers? Can't you juts take your backup and put it on another VPS with someone else?". How did they answer? "I don't have any backups", which places you actually into the realm of what you are accusing someone who really ISN"T responsible for backups (per legal agreement), or did these fine folks claim "oh, I have proprietary backups through my provider, but the backups were taken out in the attack, also". Of course, if I'M your Joe Customers, my next question to you would be "didn't you do your own backups of our data? What if they close up shop overnight or something?" Would loved to have been a fly on a few walls that week.

    So, instead of wining and crying and sending floods of tickets and trashing FSCK, I rolled up my sleeves and told them "use me, abuse me, how can I help take a load off?". So I helped where I could. Even if it was just to take some load off the main techs and help organize, the scope of work they were dealing with was unprecedented. How do you load 250 servers and answer 10,000 ticket in a week? And folks were really expecting this to be up in 2 days??? Have you ever restored ONE server with 1TB of data on it? From disk to disk, one data dump can take a DAY. From tape.....forget about it. 3-4 days if not more. But NO one screaming client did the math. They expected all this data to jump on the drives, create all the VPSs, hand out all the new credentials, sync that with billing, issue all the credits... And they really, really expected this to be done in 24/48 hours. "What's taking so long??? No VPS yet???" was the most common ticket. I was highly amazed it was handled, except for the unfortunates straggling up the end, very quickly and efficiently. I don't think anyone, except for the "crue" themselves, actually has a clue just how much data and work this scoped out to be. I do. I've done it before.

    Folks today are so used to instant gratification, so into their own needs, so quick to place blame (or throw someone else under the bus) they just don't wannna -

    1. take responsibility - If your 10/20 buck VPS going down can bankrupt your business, you don't have any business being in business. What kinda crap logic is that?? ?Get a budget VPS, set it up, never back it up or possibly spend another 10/20 bucks somewhere else so you are protected, then blame the company who's TOS you signed saying YOU agreed to no provider backups and any data loss was not on their head anyway...then yell because there are no backups?? Most of these "business owners" were simply using FSCK as a scapegoat, although they know deep inside that *they* let their own customers down. The worst part, backup is freaking FREE. If you don't know how to backup your server, free...then you need to be with a hand-holding company that provides nightly, individual, verified backups and is willing to restore them.

    2. stop the yelling and blame - and think "how can I *help* rather than throw around very unneeded, often extremely heavy negativity". I did see many people help out in different ways...some divulged that their VPS was not important, take care of those that are really hurting first, "come back to me later"...No matter how you slice it, this wasn't your "normal" outage. This was an epic event, equivalent to that of a nuclear bomb in it's devastation. It's times like these when I wish, I wish...people would recognize the scope and try to be part of the organized solution, rather than sitting on the sidelines hurling C4 into an already volatile situation.

    </soap box>

    I know there are clients that have / had legitimate complaints and issues, and those are to be expected during events such as this. I'm primarily trying to get this across to those who had setup a revenue stream based on these VPSs, yet didn't safeguard their investment in the slightest, and still felt compelled to try and lay all the blame elsewhere, rather than themselves. If you choose an unmanaged provider and sign a "backups are your responsibility" clause, it's really hard to find a leg to stand on when trying to say that someone other than youself is responsible for backups. Straight up - If you are a web host, YOU are responsible for the data YOU are hosting, unless your clients sign off when onboarding. A VPS provider is *not* a web host. A hosting provider is.

    Given the circumstances, I think the whole ordeal was handled as well as could be expected, even better, despite all the negative feedback.
    This is the best signature in the world....Tribute!
    (It is not the best signature in the world, no. This is just a tribute)

  29. #29
    Join Date
    Nov 2001
    Location
    Vancouver
    Posts
    2,416
    Excellent soap box rant mugo.

    Like you I do recognize there are *responsible* service providers who have legitimate complaints levied at VAServe et al. My own rants are not aimed at those folks, but they are few and far between.

    But the vast majority of the complainers have been nothing more than whiners who need to look at a mirror to see who is most responsible for any damage and pain they claim to be suffering. These sorts of folks are not only found on VAServe threads.

    From the Things-I-Would-Like-To-See-But-Never-Will department:
    (Not at all specific to fsckvps)

    A sign-up process for new account sign-ups for unmanaged virtual and real servers that includes a couple of random system administration questions designed to be something of a "capability test" hurdle, as well as a two-step acknowledgement process that forces people to acknowledge they are on the hook if their data disappears for any reason. If they fail both sets of tests, reject the order.

    More seriously... it seems clear that server providers need to do a better job of educating their clientele as to their responsibilities. So many of the complaints lodged on WHT from server-renters are written by people who are illiterate in system administration. Some orders are no doubt processed for clients who should be sent packing (or to some remedial school for the sysadmin challenged).

    Lower costs delivering very high performance (compared to a decade ago) have brought every Jane, Dick and Harry out of the woodwork, all expecting to get a machine and OS which does exactly what they want for absolutely zero effort on their part while paying a rock bottom price. When things go wrong, as tools often will do when handled by a rank amateur, they complain.

    Personal responsibility seems to be a foreign concept to many such service consumers.
    “Even those who arrange and design shrubberies are under
    considerable economic stress at this period in history.”

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •