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  1. #1

    Angry Hivelocity realy bad bad experience

    hello, i would like to tell my story with hivelocity
    i am not mother leanguaje english, but i will explain clearly as i can

    14 of september i order an atom server with this company
    i was kind of happy, becouse this company looks really nice, i have a little idea of linux and how administrate a server, thats why i order it not managed

    15 of september i get the server, i transfer all the files, and i make my site run in the server, i notice that the site was running slow, and the bandwich was really low i open the chat box and tells that the bandwich traffic looks like there is a trouble, this person in the chat box open a ticket CHY-482482 and i get this answer

    Hello,

    I see absolutely no issues with your connection:

    before that the server get into normality "i guess" becouse the graffic of the bandwich go up

    the day 17 of september i order a new server, becouse this one i order, the atom, was not enough for mi site, so i order an atom dual core that will cost 10$ more, i made a mistake and i place the order 2 times, they tells me that they will refound one order. and they did
    also when i talk with someone in the chat room to order this new server, i am preety sure they tellsme that i will get a refound of the first server i order, but wasnt like this, that money will be credit to me and will be take out in the next montly payment, then i chat to some one and i was ok with this

    the day 21 i send a ticket to support [#RUA-164133] becouse my server was down

    i wasnt was abble to login in the server to reboot it, but they do
    > Subject: [#RUA-164133]: server down (96.31.94.203)
    > Date: Mon, 21 Sep 2009 16:21:18 -0400
    > CC:
    > From: [email protected]
    >
    > Hello,
    >
    > Your server has been rebooted.

    then i wasnt was able to loging ir do anithing becouse i was busy doing other things, and i get this email

    2009 09:02:28 p.m.
    Hello,

    Your server was shutdown due to outbound ddos attack. We are currently discussing with a lead admins as to the next course of action. We shall update you as soon as possible.

    so they give me a server whit some problem, and was hacked and was doing some DOS atack, before i just google this and i found that other persons go trough this, and they tell that this DOS atack looks a FRAUD to they

    so, to recover my files i have in the server, i need to do a RELOAD, this reload will cost 65$
    so i denied to pay this and i talk with some one in the chat box, and they acepted to restore the server for free

    this is part of a ticket i send to hivelocity
    ///////////////////////////
    hi i am really upset about this company
    i get a server, and i was told that i can change the server for a powerfull one easily
    i been charge 2 times more,
    and i been told that i would get a refound of that, but is not true

    now my server was shut down becouse was the sourse of dos atack, while i was mailing and chat with thechnical support becouse my server was not responding

    and i havent use the server properly since i get it, and i am losing money


    i would like to change company, and get a refound of all i pay,

    i think now is too much now

    i would like to get a proper respond of this
    ///////////////////////
    and their answer
    ///////////////////////
    Steve Eschweiler
    Posted On: 23 Sep 2009 09:36 AM
    Hello,

    Now that the server has been reloaded we will close this ticket. If you have any other needs please reply to the existing ticket regarding the OS reload.

    Thank you for your business sir.

    Respectfully,
    Steve
    ///////////////////////
    then i got the server restored
    they send me an email telling me that the old files was in some folder, this folder does not exist so need to talk to support again, i talk to mike, and he find the files in other directory, then i need to pay someone to restore the files, becouse i didnt know how to do it

    then the server became really slow again and i talk to support againg,

    they answer me this

    24 de septiembre de 2009 06:31:59 p.m.

    Hello,

    I have restarted networking and your system is now showing normal responsiveness. The reason this is happening is because the NICs that come with theses atom systems are not fully supported in Centos. We do carry Intel pro 100's that will work fine with your current configuration. Please let us know when we can take your system down to install the NIC. Should only be about 15-20 minutes of downtime. ,

    then i check and they charge me also some hard drive for 150$

    Hard Drive Deposit: 1 2009/09/25 2009/09/25 2009/10/25 Monthly $150.0

    i been charge about 190$ plus the 79$ of the server i should be using,

    so i chat with Ju, to ask for a refound, becouse i could use the server in 10 days, and this company cost me about 500 euros in lost money of adversing and other things,

    and she evades me allways i ask for a refound

  2. #2
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    Some parts are difficult to understand but overall the message is clear, so did they make you reinstall the system assuming it was "compromised" ? Even if it was compromised and sending ddos it shouldn't need reloaded.

    There is another thread on WHT with the exact same situation.

    Am I right in assuming that this ended up turning out to be an issue with the nic and not a ddos or are these 2 separate issues?
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  3. #3
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    Nothing new.

    This is happening more and more @ Hivelocity.

    As i mentioned before i used to have problems myself with this company.

    They used to have good reviews and reputations here in the forum, but, looks like not any longer.

    Every couple of days someone is opening new thread regarding this company and complaining regarding bad \ unfair service.

    s-f-r-j

  4. #4
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    Quote Originally Posted by s-f-r-j View Post
    Nothing new.

    This is happening more and more @ Hivelocity.

    As i mentioned before i used to have problems myself with this company.

    They used to have good reviews and reputations here in the forum, but, looks like not any longer.

    Every couple of days someone is opening new thread regarding this company and complaining regarding bad \ unfair service.

    s-f-r-j
    My experience has been absolutely great with HiVelocity.


    They did send out an email to all HiVelocity customers. They must be really cracking down on compromised servers.

    Hivelocity Hosting is now on Twitter!
    Follow @hivelocity for insane dedicated server deals!
    Attention Dedicated Server Customers:

    We are sending this email to point out the importance of ensuring your server's system software is updated on a regular basis. Please make sure you are updating your aerver's system software and any additional software you may have installed or might be using on the server. This could include php based applications, any dynamic webapp or webapp/db combination. Failure to do this may result in your server being compromised and exploited in some way. In addition to pointing out the importance of running updated secured software, we also recommend that if you aren't already, you may want to run a software firewall.

    Over the last several days we have had to shut off several servers due to DOS attacks originating from these systems. These systems could have been compromised by a worm or hacker that takes advantage of systems that are running insecure software.

    JOOMLA has been a culprit in the past and anybody running anything under revision 1.5.14 could be compromised via sql injections. Even updated versions are exploitable and we suggest using suphp if possible.

    People running cpanel servers may have their control panel software and system package software updates to run automatically every day via settings from their control panel.

    Any person running a CentOS based system could take advantage of any easy way to update their system by using yum update, providing they have the proper excludes added in the yum.conf file. While setting this up is a simple process, the excludes differ depending on the control panels you are running. Other Linux Distros use utilities such as apt-get or up2date. They all have mechanisms for excluding packages that could cause issues with your control panel.

    It is important to also note system updates sometimes include kernel updates. In order for the new Kernel to take effect you need to reboot your server.

    Over the next few days we will be posting additional information on our support forum. This will include things such as the exclude list for each control panel for your yum.conf, suggestions for a few easy to use firewalls with TCP and UDP port lists for each control panel.

    We cannot stress how important security updates are for the safety of your system. Awareness of things like system security and software backups are keys to successfully maintain a server on the internet.

    Thank You,
    Hivelocity Support Team

  5. #5
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    i've actually 5 servers on HV and i'm happy, as i always say.
    Today i got an email, talking about DDOS OUTBOUND, asking their customers to upgrade S.O, joomla, and such things.

    So i guess, there may be another problem on their network.-
    You could ask STEVE TO resolve the problem and ask for a free month, maybe they can give it to you.

  6. #6
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    Quote Originally Posted by Arsenico View Post
    i've actually 5 servers on HV and i'm happy, as i always say.
    Today i got an email, talking about DDOS OUTBOUND, asking their customers to upgrade S.O, joomla, and such things.

    So i guess, there may be another problem on their network.-
    You could ask STEVE TO resolve the problem and ask for a free month, maybe they can give it to you.
    It's not a network problems rather just a lot of exploits on software recently that's sparked a large amount of DDOS's.

  7. #7
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    Quote Originally Posted by Jacob Wall View Post
    It's not a network problems rather just a lot of exploits on software recently that's sparked a large amount of DDOS's.
    I don't really know what's going on, since my servers are working fine and i keep my servers on the last version, even on shared webhosting (my customer must upgrade or they get suspended)

    But, 2 bad reviews in 1 day is really bad for HV.

    in almost 2 years with they, my experience is good enough.-

    But OK, almost all of my servers has unmetered options (10 and 20 MBPS), so i can push not more than that.

    To the OP: Man, just try to fix everything and ADD your account manager to the MSN also to STEVE if he wants. I'm sure, you'll be really happy with they.-

  8. #8
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  9. #9
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    Is it me or have the last few threads about HV appear that they are always telling the clients their servers are being taken offline for being the source of a DDoS? It seems odd.

  10. #10
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    Quote Originally Posted by s-f-r-j View Post
    Nothing new.

    This is happening more and more @ Hivelocity.

    As i mentioned before i used to have problems myself with this company.

    They used to have good reviews and reputations here in the forum, but, looks like not any longer.

    Every couple of days someone is opening new thread regarding this company and complaining regarding bad \ unfair service.

    s-f-r-j
    ya correct now we getting some bad about hivelocity
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  11. #11
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    Quote Originally Posted by yajur View Post
    ya correct now we getting some bad about hivelocity
    I don't see what HiVelocity did wrong. A customer ordered an unmanaged server, the server was compromised and used in a DDoS attack, then HiVelocity took the server offline.

    Can you explain what they did wrong? Mind you, I do find it interesting that there are two threads regarding exactly the same problem with HiVelocity. Perhaps a rep will come along to clear up the issue...
    Last edited by TimothyH; 09-26-2009 at 05:42 AM.

  12. #12
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    Did you check inside your control painel what kernel was with the server when they provided you the server?

  13. #13
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    I would like to hear the other side of the story from any of the Hivelocity representatives.

  14. #14
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    Quote Originally Posted by InstantPH View Post
    I don't see what HiVelocity did wrong. A customer ordered an unmanaged server, the server was compromised and used in a DDoS attack, then HiVelocity took the server offline.

    Can you explain what they did wrong? Mind you, I do find it interesting that there are two threads regarding exactly the same problem with HiVelocity. Perhaps a rep will come along to clear up the issue...
    It is very unusual that just in couple of days few customers complain about this, only from HVC.

    As i said before, how come none of the customers from different company experienced this problem? We'r talking about Joomla problem?

    In my experience this ISP is only helpful when ordering server, after your server is UP, story changes.
    Problem i had with this ISP was going on over a month, until i decided to go with different ISP.

    It is unmanaged, but is it not in their interest to help their customer and keep him as a customer or is is better to kick him off and lose the money?
    I think it is cheaper to have an Admin look at the server for about 30-60 minutes (or so) and help out, then lose the customer.

    My thinking .... maybe i am wrong ...... but in todays world, everything is possible.

    s-f-r-j

  15. #15
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    Quote Originally Posted by InstantPH View Post
    I don't see what HiVelocity did wrong. A customer ordered an unmanaged server, the server was compromised and used in a DDoS attack, then HiVelocity took the server offline.

    Can you explain what they did wrong? Mind you, I do find it interesting that there are two threads regarding exactly the same problem with HiVelocity. Perhaps a rep will come along to clear up the issue...
    there lot of host running JOOMLA without any issue,but how the HV server only getting affected?
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  16. #16
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    Quote Originally Posted by yajur View Post
    there lot of host running JOOMLA without any issue,but how the HV server only getting affected?
    The EMAIL says lot of things, such a "Software upgrade" and JOOMLA.- not only joomla.-

    Please, read it on the right way.-

  17. #17
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  18. #18
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    Quote Originally Posted by yajur View Post
    there lot of host running JOOMLA without any issue,but how the HV server only getting affected?
    They aren't. They just are stricter on DDOS's.

  19. #19
    hi,
    i want to add more details

    this is from my bank account

    1 14-09 0533 HIVELOCITY VENTU -47,42 EUR
    2 18-09 0533 HIVELOCITY VENTU -53,79 EUR
    3 18-09 0533 HIVELOCITY VENTU -53,79 EUR
    4 25-09 0533 ANUL.COMPRA 53,40 EUR
    5 25-09 0533 HIVELOCITY VENTU -55,15 EUR

    the 1st transaction was the order for the first server, the atom

    the 2nd the second server the atom dual core

    the 3rd i place the order 2 times

    the 4rt a refound of the 3rd order, cos i made a mistake

    the 5ft some hard drive deposit

    since the day 14 until the day 25 i got so many troubles,

    1rst trouble, i get some network issue, i am preety sure of that, the bandwich was low, i mail support and they tellsme everything was ok, then the issue ge fixed by itself

    2nd trouble, i am preety sure they tellsme in the chat box i will get a refound of the first server, 60$, when i decide to get a powerfull one, but they didnt, they will credit, i was ok whit this, so i really dont care

    3rd trouble, my server was hacked and i need to pay 65$ for a restore, they do for free after i complais about this

    4rt they reload it and they email me telling me in wich folder were my old files, they made a mistake and kevin from the chat box find the files

    5th the second server has some network issue

    6th i pay some one to set up my server before the reload, i need to pay again after the reload, and i need to pay again becouse i dont trust anymore in this company so i am running my site in other place

    7th, they send me an email 4 days after the hack, telling that many servers running jomla were hacked

    8th i lost so many money in adversment, and my site was down for about 10 days

    10, i was charge for some hard drive deposit 150$ 65 from the credit i have in my account, and the rest from my credit card

    11 the only person can help me is kevin, but kevin is allways busy, and dosnt answer my emails

    12 when i talk with customer support they allways evades me when i tell they i want a refound of everything i pay

    13 the only person can resolve this is steve, and he also dont answer my mails

  20. #20
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    Hivelocities' answer to an issue is to pull/terminate the server. I had taken one of my servers from Softlayer to Hivelocity and went right back to Softlayer the following month. Hivelocity null routed me many times during that one month I was with them..and I even had purchased their management plan (platinum).

    My experience with them was surprisingly bad. I have never seen a datacenter work against their clients... I just do not understand that.

  21. #21
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    Quote Originally Posted by s-f-r-j View Post
    That is actually what many of us are wondering now.

    No word from HVC yet on this.

    I really would like to hear their word on this.

    Thank you,
    s-f-r-j
    I would expect an employee from Hivelocity to respond on here. Probably give them until Monday or so. Most companies do reply on WHT.

    -mike
    Mike G. - Limestone Networks - Account Specialist
    Cloud - Dedicated - Colocation - Premium Network - Passionate Support
    DDoS Protection Available - Reseller Program @LimestoneInc - 877.586.0555

  22. #22
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    Quote Originally Posted by JixHost View Post
    Hivelocities' answer to an issue is to pull/terminate the server. I had taken one of my servers from Softlayer to Hivelocity and went right back to Softlayer the following month. Hivelocity null routed me many times during that one month I was with them..and I even had purchased their management plan (platinum).

    My experience with them was surprisingly bad. I have never seen a datacenter work against their clients... I just do not understand that.
    SuX!

    I never been nullrouted, but there was tons of pocket loss from \ to my server.

    I was writing\answering on the ticket ( i think, not even sure now ) for almost a month, or even more, without having it fixed ...

    Anyway ... good lack all with HVC.

    Quote Originally Posted by Mike - Limestone View Post
    I would expect an employee from Hivelocity to respond on here. Probably give them until Monday or so. Most companies do reply on WHT.

    -mike

    I am sure that many of their current customers are expecting that.
    Me, as not being their customer this doesn't mean a lot, but, since i used to be a customer of this ISP and since i had problems myself, i feel them.

    I am giving them and everybody all the time they need.

    s-f-r-j

  23. #23
    what piss me off is this

    1- i only need to pay 79$, but i was been charge more than that,

    2- they avoid me when i talk about a refund

    3- they give me a server, 2 days later was hacked, and 4 days after the hack they send me a warning email that my server could be hacked

    4- where is kevin?

    5- i dont think my server was hacked!

    6- i was charge for some hard drive deposit, i dont have that clear jet

    7- i got a network issue since i get the server until 10 days after

    8- i complains about this company in a ticket, and ask for a refound, and this was the answer

    Ticket ID: XTP-409217

    Conversation
    ME
    Posted On: 22 Sep 2009 05:48 AM
    hi i am really upset about this company
    i get a server, and i was told that i can change the server for a powerfull one easily
    i been charge 2 times more,
    and i been told that i would get a refound of that, but is not true

    now my server was shut down becouse was the sourse of dos atack, while i was mailing and chat with thechnical support becouse my server was not responding

    and i havent use the server properly since i get it, and i am losing money


    i would like to change company, and get a refound of all i pay,

    i think now is too much now

    i would like to get a proper respond of this

    Steve Eschweiler
    Posted On: 23 Sep 2009 09:36 AM
    Hello,

    Now that the server has been reloaded we will close this ticket. If you have any other needs please reply to the existing ticket regarding the OS reload.

    Thank you for your business sir.

    Respectfully,
    Steve

  24. #24
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