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02-04-2020, 09:26 AM #1Web Hosting Master
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Leaseweb shut down my servers by mistake - AGAIN. Horrible support, not a good review
This happens at least 5th time for the last year, ad this is getting incredibly frustrating, someone from Leaseweb tech support just reboots my servers thinking they are someones elses
I am moving all my servers from this provider now, but it takes time and they are intentionally making this incredibly difficult. This is what I see in my logs:
JKQJ049
Caution iLO 3 02/04/2020 11:35 02/04/2020 11:35 1 Power restored to iLO
JKQJ041
Caution iLO 3 02/04/2020 11:47 02/04/2020 11:47 1 Power restored to iLO.
JKQJ029
Caution iLO 3 02/04/2020 12:15 02/04/2020 12:15 1 Power restored to iLO.
JKQJ038
Caution iLO 3 02/04/2020 12:15 02/04/2020 12:15 1 Power restored to iLO.
Never ever had I such a horrible support as with Leaseweb. Avoid them at all costsLast edited by Crashus; 02-04-2020 at 09:32 AM.
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02-04-2020, 09:30 AM #2Temporarily Suspended
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How do you know it's by mistake? It could be something on your server causing IT to reboot by ITSELF?!! An overheat or kernel crash...? You might want to check the diagnostics page of your ILO but also have a look at your kernel logs. I never heard of a host rebooting servers by mistake... Definitely something wrong hardwarewise on your machine.
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02-04-2020, 09:32 AM #3Web Hosting Master
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you might wanna check my previous thread then, this is not the first time this happened and we had some hardware problems with one of the boxes - symptoms were very much different
this is with 5 different servers at the same time (as you can see less than a minute difference) so yes - this is reboot made manually by tech support
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02-04-2020, 10:11 AM #4Junior Guru Wannabe
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Did you raise any ticket before confirming that is it manual mistake reboot or any system error? You should in contact with them. For the first time I've heard this type wired repeating mistake issue.
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02-04-2020, 03:10 PM #5Knowledge is all
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Could you elaborate on how they making the move difficult? At least if you meant something other then this issue.
Not all datacenters are ran by robots and humans still make mistakes. If a server isn't properly labeled and the tech goes off a outdated rack listing or if they miscount, it could happen. Heck recently there was an server outage posting where the host admitted that a power cable for a server was pulled out while they were working on other bits of the rack. So mistakes happen but 4 servers at around the same time is a bit odd and if those are indeed 4 different servers would indicate something other then server hardware failing.-Steven | Cooini, LLC
"It is the mark of an educated mind to be able to entertain a thought without accepting it" -Aristotle
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02-04-2020, 03:51 PM #6Web Hosting Master
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With Leaseweb, you buy 2 things:
- The server
- The support
If you pay only for the server, you get the "Best Effort" support. On busy times, weekend, it may take 2 days to get a reboot or someone to get you an initial answer for your ticket.Enterprise Consultant
CCNP Enterprise - CCNP Security
.:. Travels From West to East .:.
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02-04-2020, 06:34 PM #7Web Hosting Master
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1) They threaten to shut down my USA servers if I fail to pay for my NL servers on time. Fair enough they are the same company but they probably could've worded it better.
2) I had plenty of times where I had to wait 4-5 hours before tech can solve my problem like bad HDD or bad eth cable , etc, one time they couldn't update my cpanel license for 35 days(!) - i still have ticket screenshots, but this was his fault in the first place and as I've said before this is definitely not the first time. and yeah after I posted this thread and a ticket to support I was told that this "might be UPS problem" but since then no more servers were down and all is good, so maybe not UPS problem after all.
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02-04-2020, 06:36 PM #8Web Hosting Master
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are you just increasing your post count here? my problem is not "best effort" reply times, even though as I mentioned before it took them 35 days to update cpanel license, not the best effort there is it?
my problem is that they shut down my servers by mistake and this is not the first time it happened during last couple of month , nevermind last year
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02-04-2020, 06:41 PM #9Web Hosting Master
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sorry for my bad english, I'm a bit agitated today
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02-04-2020, 06:54 PM #10The Linux Specialist
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Specially 4 U
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02-04-2020, 07:32 PM #11Web Hosting Master
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Well then you've probably not been in the business very long because it certainly does happen. Throw the wrong breaker, unplug the wrong rack when shutting down some other customer - happens all the time. Usually not to the same customer every time tho...
4 different servers all at or near the same time? Reminder: Servers. Plural. More than one.
I find fault with your troubleshooting."I've seen spam you people wouldn't believe. Routers on fire off the OCs of AGIS. I watched MXes burning in the dark near the Cyberpromo Gateway. All those moments will be lost in time, like tears in rain. TTL=0."
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02-04-2020, 10:37 PM #12
Last edited by hivelocitygm; 02-04-2020 at 10:42 PM.
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02-05-2020, 05:42 AM #13Web Hosting Master
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No I am not kidding. Been there. If the server goes offline on a Friday and you are on Best Effort support (you paid nothing for support), you can expect a reboot on Monday/Tuesday. Potentially Sunday if you are lucky.
In this case, the cables seem mixed up. But if you claim anything hardware, you may have to pay for an investigation.Enterprise Consultant
CCNP Enterprise - CCNP Security
.:. Travels From West to East .:.
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02-05-2020, 08:35 AM #14Web Hosting Master
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This setup has been online for well over a year now, so no, no cables were mixed. just a human error which they will never admit to
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02-05-2020, 10:57 AM #15
None of my business really but I just do not get that. I cannot figure out why, under any arrangement, something like a reboot or ticket reply would take so long. Oh well, good luck to OP. I hope they eventually figure it out. I assume you have already asked to speak to someone in charge and gotten nowhere. No good advice other than to see about migrating to another server and presumably whatever hardware or labeling error is causing the issue will be resolved.
Steve Eschweiler - Hivelocity.net - Since 2002
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Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
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02-05-2020, 12:00 PM #16Web Hosting Master
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02-05-2020, 12:21 PM #17Web Hosting Master
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02-05-2020, 01:32 PM #18Web Hosting Master
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Amazing. They eventually entered into this century
Enterprise Consultant
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02-08-2020, 11:19 PM #19Web Hosting Master
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no new sudden reboots just yet, which means it was not a ups fault
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02-09-2020, 06:22 AM #20Web Hosting Master
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Did you get and reasonable communication from then that explains the incident. If they want to keep you as customer, they should probably offer some compensations in form of credit to your account. Go check their SLA. Any serious company should offer a customer friendly SLA. LeaseWeb are big enough, they should have one.
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02-10-2020, 03:30 PM #21Web Hosting Master
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04-21-2020, 06:07 AM #22Web Hosting Master
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Hi all,
I am happy to announce that the matter has been handled amicably between both parties.
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04-21-2020, 09:57 AM #23Web Hosting Master
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