VPS DOWN - In desperation I write here - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**gobold** · #1 (**permalink**) 21-01-2008, 19:39

Yet again my VPS Hosting is down and I am receiving appalling service.

Both my VPS Hosting's wen down last night. 1 returned shortly thereafter. I mailed VPS Hosting support who as usual failed to answer all my question regarding why.

On the second VPS Hosting's they emailed 2 hours laster last nite to say it was working which I saw early this morning. IT WASN'T. By 9am my clients have noticed. I have emailed and rang 3 times and only had 1 call back. It is now 2 hours since my last call. IT IS STILL OFF LINE - I was told there was a node problem.

I am fed up with the poor understanding of english, being told off for opening 2 tickets, sorry for having more than 1 account and dealing with items serperately, sorry no one noticed that I mention the VPS Hosting details in my email, sorry eukhost dont keep the emails when replying so I have to keep repeating what I wrote on my emails when I repeadly ask for answers.

Sorry I am not able to add more to this as I have to now try to appease my angry clients with no real information for them.

Also sorry I dont have time to use the spell checker so my post appears IN A BETTER WAY!!!

**gobold** · #2 (**permalink**) 21-01-2008, 20:19

I rang just after my last posting and was told it was working. I checked and so it was. But it could only have been in the previous 5 minutes as I checked before I rang.

I asked for an update as to what was wrong and was told to talk to the engineers via live chat.

I then received an email to tell me my firewall was mis-configured, they had stopped the firewall and all was well. They want to reboot my VPS Hosting to restore the firewall.

So my questions to them are....

WHAT happened to the firewall as it has been running fine for a long time
WHY has it taken 23 hours to find this out.
WHY was I told it was a node issue.
WHY wasn't I updated.

My faith in eukhost is almost totally evaporated, If I don't get very good answers and very quick this will be one of my last posts before I post a goodbye message.

**gobold** · #3 (**permalink**) 22-01-2008, 00:44

First I get this from them
"This should be fixed now, firewall of your VPS Hosting is configured again and everything is working fine. As you have update in your old ticket and old ticket is already assigned to another tech, due to which you have faced this delay problem. Please open new ticket for the new issue so that it get shorted out soon. "

My answer
"I am sorry I have only 1 ticket for this issue.

The other ticket is for my OTHER VPS Hosting.

DO NOT BLAME ME because you do not read the emails properly.

Are you saying the 2 tickets caused the delays?"

NOW GUESS WHAT - NO REPLY SO FAR

AND NOW THE VPS Hosting IS PLAYING UP AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

So I have managed to backup the client who threatened to leave in the morning if it wasnt fixed. When I wake if its off or still bad, Then I shall move my important client and I WILL FOLLOW AS SOON AS I CAN ARRANGE IT

I don't think I am being reasonable.

Nite everyone i'm recked...........

Ps anyone know a hoster with a UK based tech department who does VPS Hosting??

**Rsync** · #4 (**permalink**) 22-01-2008, 04:31

All of your issues were fixed on live chat support, also your tickets were replied within due time. The misconfiguration in your VPS Hosting's firewall was due a server-wide problem after the unexpected node reboot, which was corrected quickly. Also, I'd kindly request you open new tickets for different queries & for faster solutions.
Please go through this link for more details on our work flow: http://www.eukhost.com/<a href="http...guidelines.php

**gobold** · #5 (**permalink**) 22-01-2008, 09:55

Quote:

Originally Posted by Rsync

All of your issues were fixed on live chat support, also your tickets were replied within due time.

Please check this as some of the ticket were not responded within the 1 hour time frame.

Quote:

Originally Posted by Rsync

The misconfiguration in your VPS Hosting's firewall was due a server-wide problem after the unexpected node reboot, which was corrected quickly.

When was this reboot? Sunday Night? If so it means both my VPS Hosting's are on the same node as they both failed the the same time.

Regarding the Firewall issue why was it misconfigured, it had worked for until the reboot?
Why did it take so long to solve the problem
Why did i not get replyied to and had to keep ringing.
I notice that my firewall has been roll back to a previous version? WHY??

Quote:

Originally Posted by Rsync

Also, I'd kindly request you open new tickets for different queries & for faster solutions. Please go through this link for more details on our work flow: http://www.eukhost.com/<a href="http...guidelines.php

I opened different tickets for each VPS Hosting. YOUR support department failed to recognise this, and without answering one ticket closed it. I had to insist it be re-opened.

I have now answered the ticket replies I receive his morning seperately and await further replies.

I would suggest you improve the staff training so they read the tickets properly and rspond accordingly as I am not prepared, nor are my clients to experience down time like this and wast my time repeating my self because people are not reading mt requests.

IN FUTURE I will try Live chat. If this fails then I shall leave eukhost.

**jc8654** · #6 (**permalink**) 22-01-2008, 12:13

I usually use livechat as it gets me the fastest reponse. If it needs to go to a higher level, I'll be told to open a ticket.
Firewall might have been rolled back if there was something in a newer version causing an issue or if simply they had to reinstall the firewall on the server.

I would say VPS Hosting support is normally pretty good so I'm guessing this is just unfortunate. I know other hosts don't have the support team behind their VPS Hosting setup like eUKhost do from talking to some IT friends I have.

**gobold** · #7 (**permalink**) 22-01-2008, 14:20

UPDATE

The VPS Hosting went down AGAIN this morning. I got ontoLive chat who were aware of the problem. They said a rogue VPS Hosting was causing the problem and it was suspended and everything was getting sorted. Also this was not to do with my other problems.

My problem was following the reboot of the node on Sunday when my firewall played up. I have replied and am still awaiting answers on why it took so long to diagnose etc etc.

TO JC8654

Yes I have seemed to get better response from live chat and will use it now. It's a pity more wasn't made clearer to start with. When I used the phone I was told to raise a ticket, I did this, then it seemed easier to email VPS Hosting. I like to use email as it keeps a record. If anyone from eukhost wants to see the level of response I have had let me know as I have emails going back some time.

Regarding the standard of support I have the Jury out on that now. I was impressed althought they should not promise the set up times they do as it never happens. But after the last couple of days i will see what happens next time there is a problem. I have a few other accounts elsewhere with no real problems.

I still the language barrier is the biggest issue, and the language skills do not seem to have improved.

I am now looking at a another VPS Hosting elsewhere. I will try it, give it some stick and see what the support is like. If good enough then I shall move my mission critical stuff and just keep 1 VPS Hosting here for minor stuff and for Search Engine Optimization purposes.

**jc8654** · #8 (**permalink**) 22-01-2008, 15:06

In livechat, if you click "close" inside the window after you've finished the conversation, a new window will appear which allows you to have the whole conversation emailed to you for your records.

**gobold** · #9 (**permalink**) 22-01-2008, 15:28

Thats Brill and thanks, here's hopin I never need it again LOL.

**jc8654** · #10 (**permalink**) 22-01-2008, 15:58

I'm going to talk to Mark about some support things as I have a couple of things to raise with him. Euk is always trying to improve and with comments like that, hopefully it will do so for the better.

**eUKhost.com** · #11 (**permalink**) 22-01-2008, 16:21

Quote:

Originally Posted by jc8654

I'm going to talk to Mark about some support things as I have a couple of things to raise with him. Euk is always trying to improve and with comments like that, hopefully it will do so for the better.

I will be here tonight if you wish to discuss. Overloaded this week as work load has increased, but we can discuss later tonight.

**gobold** · #12 (**permalink**) 22-01-2008, 16:46

Many thanks and I hope so. I always remember my customers are the reason I am in business and they pay the wages.

Hopefully so god may come of this.

I just used live chat for some questions regarding my firewall, got a copy of the transcription as you suggested so thanks for that.

My main client on the effected server has accepted my explanation and seems happy thus far. As long as there is no repeat then I have not lost him.

I would like someone to contact me regarding an issue on my hotel website hosting on the shared hosting that has lost me some business. I think I have solved the problem on my own but yet again I got no response from support on this. And I still think I was not responsible for the problem. But as I say no one seems interested and I lost a lot of enquiries on this.

Perhaps Mark might want to look into this in some detail. I have all the details and emails etc as usual.

Cheers

**jc8654** · #13 (**permalink**) 22-01-2008, 16:48

This is going to sound like a bit of an odd question, but it is VERY unusual for support just to not respond.... Are you getting confirmation emails that your email has been received by the support department?

**gobold** · #14 (**permalink**) 22-01-2008, 16:56

I get the auto responses fine. It is these things I have a problem with.

1. The length sometimes of the repsonses.
2. Not reading the emails and answering all the questions.
3. Asking for what VPS Hosting it is when I usually put the details on
4. Having to look back at what was said as the mails do not contain history.
5. Continous questions because either the english is bad or the mail not properly read

Suggestons would be

For the emails to be on a forward basis so they contain the event history so we can all refer to it.

A courtesy update when it is being looked into rather than no response would be good.

**jc8654** · #15 (**permalink**) 22-01-2008, 17:06

1) - 3) I would guess are reasonable to fix. 4) and the update idea is more of a challenge due to the nature of the help system. I've never used the one eUKhost use but there might be a setting for it. The only problem is then, if you're submitting logs or something like that and it lasts for a few replies, you start getting huge emails which isn't great if you're like me and sometimes check emails on a mobile. It might show up the history in the support website hosting though at http://support.eukhost.com. 5) I think it more to do with 2).

I do have to say though, sometimes when you read through what you've read later you can see it was a bit ambiguous or confusing so occasionally support do have to ask again to get a clear idea. At least eUK don't just give a generic response like some companies and you have to go through their whole problem solving thing!

**jc8654** · #16 (**permalink**) 22-01-2008, 17:09

To quickly follow that up, I'm right about the support system. And if you sign up with the email account you've been sending your requests from, you'll be able to see all your past tickets there.

**gobold** · #17 (**permalink**) 22-01-2008, 17:24

I know about the ticket system and have used it. TO be honest to just email is the quickest method for me, no going to website hosting, no logging on, I have Outlook running 24-7 so it is quick as I just start to type vp and the email address comes up, add the VPS Hosting name and IP and i'm away. Even when I used the ticket systems it the language problem was still there, I also found I had to repeat and clarify.

It should not be my problem. I am in the UK as are my clients. I have hosting elswhere and do Not have any of these problems with UK call/support centres.

When are companies who want to save money by out-sourcing overseas ( I have no problems with it I would mention) going to realise that until they TRAIN properly on the language front then they are going to annoy and lose customers and waste time on sorting the problems by making them take longer to fix.

Communication is the Key!! and clarity is paramount to this.

I write website hostings in the language and phrasing of the target market. I am not racist, I am half Greek in fact. If I wrote this post in Greek I would have no problem reading it would you? Indeed if i phrased things in a more greek way you would have trouble understanding it.

You See the Point. One company I deal with have UK and overseas. I know when I have a major problem where to contact, and that IF I need to I can speak to someone with the same level of english as me. I can. If I need to of course. Most of the time I can manage.