Endless Troubles With VPS

**Vinylpimp** · #1 (**permalink**) 08-03-2010, 19:56

I was hoping I don't have to post this on a public forum, but my Email over a week ago regarding compensation has fallen to deaf ears, so here I am.

Since upgrading to semi-dedicated server, I have had nothing but troubles with our server.

We at first was presuaded to use Plesk, mainly to manage our DNS servers, but it turns out the Plesk version we had was outdated (We were not updated when we upgraded after 1 year), and it constantly bugged out

- SMTP/ POP3 issue - We prefer to use Windows standard mail service, but MailEnabled from Plesk kept on re-activating itself without any warning. Blocking the port for our Email and was never fully resovled.

- Since the switch over, we have had over 2 weeks of downtime on server due to DNS issue after securing SSL certificate (#FHT-96276-757), default SMTP being disabled by MailEnabled on Plesk (#CLM-66097-704), (#MVW-81447-991)

- My POP3 server was removed by one of your staff without my premission and I have lost all my unread Emails because of it. The service is still not restored (Since 19th Feb evening until 22nd Feb)

Whenever me or my programmer Matt have a problem, the first level support staff on live chat have never resolved any of our issues, often telling us to refer to VPS@EUKhost.com, where sometimes can take 2 days to get an answer to our Emails. There was also an occasion where the live staff didn't admit changes was made on server (Permissions), then we saw the change on the event log. We feel the support we have been provided have been below standard, which contribute to the 15% downtime since our switch to semi dedicated server.

I cannot allow my website to be offline again as this is a very crucial time for my business.

This is therefore logical to ask if Plesk can be removed completely on our server, while we can still manage DNS services?

EUKhost then gave us a new server

After spending 2 days setting it up, we found it is corrupted with IIS not working. So we again had to ask EUK to re-install this new server. - See ticket - [ #ENR-98021-719]

But then today they re-installed the OLD server, deleting everything we had on there in the process, I cannot believe EUK can't even preform a simple logical task as this. Why on earth would we want to re-install the old one??!?

Please reponse to my Email regarding to compensation, as my downtime and hours spent to fix your issues definitely warrant an answer or two!

Thanks,

Man Hon Luk

**eUK-Alan** · #2 (**permalink**) 08-03-2010, 21:35

Hello

We have updated your support request (ENR-98021-719) in details. Your old vps wasn't deleted and exists on main server. Please update the ticket (ENR-98021-719) as soon as possible so that we can proceed further.

**Vinylpimp** · #3 (**permalink**) 09-03-2010, 00:32

Thank you for your response. I am still waiting to hear your verdict regards to whether this case warrant a compensation.

**eUK-Alan** · #4 (**permalink**) 09-03-2010, 00:56

Hello

Your welcome

**eUK-Ken** · #5 (**permalink**) 09-03-2010, 00:57

Hello,

We will update you about the compensation in the ticket itself.

Regards,
Ken,
Support Team.

**Vinylpimp** · #6 (**permalink**) 16-03-2010, 16:17

Still no reply regarding compensation and MORE troubles arised -

Last Thursday a tech decided to remove my new server after migration, it was restored on the same day, but on Friday my nameservers no longer point to the new VPS.

It has been 3 days without any hosting for my pages, we Emailed serveral times but have not had a resolution, EUK support keep on saying we were in the wrong.

Today we sent this Email below and waited 4 hours, no reply, so I had to call Steven to get EUK to get a move on.......

************************************************** ******

We were advised on the 5th March by Gareth (see below) to use the ns50xx.ukvpshosting.com and ns50xx.ukvpshosting.com nameserver addresses when updating dns records at our registrar to point from our old server (92.48.65.245) to our new server (213.175.214.170).

Up until last Friday (have been away for the weekend and only got back this morning) these two addresses were pointing to 213.175.214.xxx and 213.175.214.xxx respectively and were resolving correctly to our new server.

It seems that since then these addresses have been changed by EUKHost to now both point to 213.175.219.4 and 213.175.219.5 respectively which has obviously broken dns resolution for our whole domain.

We cannot use the previous nameservers (ns20xx.ukvpshosting.com and ns20xx.ukvpshosting.com) as these still point to our old server IP addresses (92.48.65.xxx and 92.48.65.xxx) and cannot use the current nameservers (ns50xx and ns50xx) as these no longer point to our new server, so please either change the IP addresses for ns50xx and ns50xx to point back to our new server, or provide us with two new nameserver addresses which point to our new server IP so we can update at our registrar.

**eUKhost.com** · #7 (**permalink**) 16-03-2010, 21:50

Hi Man Hon Luk,

I have added credit of £55 in your billing account to compensate for the downtime you had due to DNS problem with the semi-dedicated server.

Plesk control panel was the main source of problem over here and we should have recommended DotNetPanel for your semi-dedicated server.

I will talk to our Support staff and figure out some solution to avoid such problems for customers in future.

**Vinylpimp** · #8 (**permalink**) 17-03-2010, 16:38

Hi there

Thanks for the response.

We have spent over 3 days of work hours trying to resolve the above problems caused by EUKhost, which have costed me over £600 in wages to my programmer.

I think £55 compensation is too low for the loss I have suffered.

Please make a new offer.

Thanks,

Hon

**eUKhost.com** · #9 (**permalink**) 17-03-2010, 21:01

Hi Man Hon Luk,

I have added more credit to your account and now you get 2 months free hosting on the semi-dedicated server. Anything more won't be possible as the problems you have faced were entirely due to plesk and mailenable, which are third party softwares.

Our staff never did anything to break anything in your server.

**Vinylpimp** · #10 (**permalink**) 18-03-2010, 11:13

Thanks for the credit!

I just got this Email from Gareth, he admitted that my VPS was stopped by you guys accidentally.

================================================== =

We really apologies for the inconvenience caused due to you.
Actually if you remember last time by mistaken your VPS was stopped by one of our Tech and that time this problem should be started.I was on the leave from last three to four days.
Anyway

I have given you following nameservers with your new VPS.

xxxx.ukvpshosting.com.
xxxx.vpshosting.com.

And they are correct and now they are resolving from xxxxxxxxxxxxxxxxxxx
means they are fine so please check and also if still are you facing any problem with your new server then I request you to please come on live chat.I am available for next 7 hours.
Please feel free to contact us if you need any further assistance.

Regards,
Gareth M.
Senior Technical Associate
VPS support Department.

**Vinylpimp** · #11 (**permalink**) 30-04-2010, 12:00

I have just got an invoice from you guys, I cannot seem to see the 2 months credit you mentioned.

**Vinylpimp** · #12 (**permalink**) 30-04-2010, 12:05

I can only see £55 of credit, which is not 2 months of semi dedicated server service as promised in this thread.

**Ryan** · #13 (**permalink**) 30-04-2010, 17:17

Hi Man Hon Luk,

I have made the necessary changes in your latest invoice and two months credit has been applied to it. Since you have chosen quarterly billing, you will only need to pay for the remaining one month now.