Major problems since upgrading to VPS

**wilking77** · #1 (**permalink**) 17-06-2009, 22:02

We reached max space on our 2 shared platinum platforms last week. After discussing with technical support and being assured that they would handle the whole transfer and set up; we decided to go ahead with a VPS 3. Everything went smoothly or so I thought. Yesterday we were contacted by billing who requested the switching off of our old shared servers. I said OK as I had been told that the transfer was complete and everything was running OK. A few hours later I noticed that our websites had disappeared completely. After some live chat I was told that the nameservers had not been changed. I explained that we registered our main domain with Eukhost and had never had access to them and had assumed that technical support would have done this when we upgraded.
I requested that the old shared space be reactivated until the new namservers had time to propogate through the system. The VPS support team agreed and sent an email to billing to reactivate the old space - unfortunately billing did not take any notice and our websites have been fluctuating on and off line for the last 36 hours.
In that time I have made 3 further requests for the old space to be reactivated but have been told each time that our website is working ( it still isnt !).
I have also made 3 requests for the formal complaints procedure and each time the request has been ignored.
I am now considering asking for a refund and rehosting. I dont know what else to do.

**eUKShane** · #2 (**permalink**) 17-06-2009, 23:32

Hello,

I have checked and your websites were already working, while migrating them to VPS our technicians had just pointed the A record to the VPS.

Please check my reply to your Ticket "#CGL-60532-432: change of nameservers", I have provided detailed information in it.

Please feel free to reply to the same ticket for further assistance. We would be glad to assist you.

**wilking77** · #3 (**permalink**) 17-06-2009, 23:48

No the problem still remains. I have replied on your ticket. One of the screenshots you have sent me is of a subdomain. It is the various subdomains that continue to disappear and reappear at regular intervals. It is not much use showing me that one subdomain is working when I can find half a dozen that arent

**eUKShane** · #4 (**permalink**) 18-06-2009, 01:10

Hello,

Please check my reply to your ticket.

**wilking77** · #5 (**permalink**) 18-06-2009, 06:59

I have responded to your ticket and clarified where the problem is continuing.
At 0200 I checked our main domain and all of its sub domains and I found them all to be working.

I have checked again at 0730 and found 11 of the subdomains to be unavailable again
If it continues to follow the same pattern many of these will have reappeared again within 10 -20 minutes and then different ones will disappear for a time.

Additional evidence I have that this is a real glitch is that our sales revenue is down over 50% in the last few days ; strong evidence that we are not the only ones who cannot access the website properly.

Please keep trying to solve this but I cant afford for it to continue. Today, I will shift my attention to looking for a suitable alternative

In addition I have also received an email on another open ticket stating that eukhost will not restore the old shared space ( even though VPS support had indicated that you would ) unless we pay.
I just paid over £ 400 for the VPS hosting that isnt working properly - so thanks for nothing

**max_supp0rt** · #6 (**permalink**) 18-06-2009, 08:05

Hello

We have replied to your ticket.

**wilking77** · #7 (**permalink**) 18-06-2009, 08:32

I have responded to your ticket

As I said the unavailable subdomains changes all the time. I have checked them all again at 0853 BST and have now found 14 sub domains unavailable - you have the list

**wilking77** · #8 (**permalink**) 23-06-2009, 06:41

I wanted to post an update:

Eventually it was agreed that the problem was due to the new nameservers propagating through; as first suggested. Had the old space been reactivated when we suggested we would have had minimal problems and loss of revenue.

Unfortunately the problems with billing have not ceased. They are now trying to bill us £440 per month for this hosting. We paid £428 for the whole year in early June but have just been rebilled £440 . When I requested an explanation the billing representative told me it was for NEXT MONTH !!!

Obviously an error; but I fear the next step will be that Eukhost will switch off our hosting for the unpaid bill.

And I never got a response about making an official complaint after requesting it 4 times.

I have been with Eukhost for several years. They used to be a great company to do business with - what happened ?

We will be moving before the next renewal - thats for sure !

**Alice123** · #9 (**permalink**) 23-06-2009, 08:14

Hello,

Please accept our most sincere apologies as we were unable to provide you with the level of service we consistently strive to provide each and every one of our customers. You being one of our valued client, have always been approaching us for your requirements and in the past we have shared cordial business relations.

We have received your payment for Invoice [removed] for annually billing cycle so we have canceled Invoice [removed]. The next due date of your "L-VPS-03 - [removed]" is 04/06/2010.

Despite the unfavorable experience, we trust you would certainly give us an opportunity to serve you, and we assure you, such sour incidence will not recur. Looking forward to the pleasure of serving you for a long time.

**wilking77** · #10 (**permalink**) 28-06-2009, 15:21

Despite your apology and assurances this problem has not been resolved. Our website has been on and off line again for the past 3 days. When I contact VPS customer support all I usually get is that everything seems to be working at this end, etc,etc. When I respond to say that it is not working at our end I have to wait another 8 hours or so before a get a similar response from a different support technician.
I have even set up some external monitors to show that the websites are not serving properly ; I sent the collated data to vps customer service over 8 hours ago and am still waiting for a response. Meanwhile the websites are still not working properly.
I have basically now given up with the VPS ( and probably Eukhost) and am looking to move all of the hosted domains, subdomains and add on domains to different locations.

Rock · #11 (**permalink**) 28-06-2009, 15:26

Hi,

Could you please provide us with the ticket ID you submitted, so we can take a quick look into the exact problem? Standing by to assist,

**eukSam** · #12 (**permalink**) 28-06-2009, 15:32

Hello,

One of our admin is working on your issue. We will try to update you as soon as possible.

**wilking77** · #13 (**permalink**) 28-06-2009, 15:34

#cgl-60532-432

Rock · #14 (**permalink**) 28-06-2009, 15:41

Quote:

Originally Posted by wilking77

#cgl-60532-432

Thank you, this is being worked, we'll provide you with an update ASAP.

**vzAddict** · #15 (**permalink**) 28-06-2009, 15:50

Hello,

I have just replied your Ticket. Please check and update us accordingly.

**wilking77** · #16 (**permalink**) 28-06-2009, 16:33

I have now received a response from VPS support. They have now threatened to shut down our VPS, taking all of our websites offline. They are claiming that our CPU usage is too high yet these are the exact same websites that worked perfectly well for years on platinum shared hosting ( alll we have done is added more pages to the space).

This has become a total nightmare. I cant believe how badly this has been handled.

Believe me we are working as fast as we can to get our websites away from Eukhost.

**wilking77** · #17 (**permalink**) 28-06-2009, 16:37

Can someone please confirm that our old platinum shared hosting platforms are still active. I keep asking this question but do not get an answer.

Rock · #18 (**permalink**) 28-06-2009, 17:24

Quote:

Originally Posted by wilking77

Can someone please confirm that our old platinum shared hosting platforms are still active. I keep asking this question but do not get an answer.

This is to confirm that, one of your Linux Platinum plan with the username "mindwil8" is marked as canceled in Billing, but still active on our shared server. While the other with the username "worldofa" is active in Billing as well on the server.

**vzAddict** · #19 (**permalink**) 28-06-2009, 17:32

Quote:

Originally Posted by wilking77

I have now received a response from VPS support. They have now threatened to shut down our VPS, taking all of our websites offline. They are claiming that our CPU usage is too high yet these are the exact same websites that worked perfectly well for years on platinum shared hosting ( alll we have done is added more pages to the space).

This has become a total nightmare. I cant believe how badly this has been handled.

Believe me we are working as fast as we can to get our websites away from Eukhost.

We are not threatening you but informing you about the high CPU usage (above 10) of your VPS so that you can take necessary actions against it. We just suggested you to lower the CPU usage as it is creating problem on the main server and on the other VPS/customers which are hosted on the same server. Also we have provided you complete logs and images of high CPU usage to prove our point.

Your sites were working fine on shared server because on share server you get Physical resources i.e. high Performance CPU and 8-12 GB of RAM where as on VPS you have limited number of CPU Units and Memory. So, there is a lot of difference between a Shared Server and a VPS.

Your both the accounts are still active on our Shared Servers.

**wilking77** · #20 (**permalink**) 28-06-2009, 17:53

Reply to Rock : Please mark both accounts as active in billing aswell as active on the server. We are moving everything back to the shared platinum packages

Reply to vzaddict: We have responded to your email.