Harsh acknowledgment | Fast Server | Downtime

[hadrick]

Few things i would like to say about WebhostingUK till far after around 4-5 months run with them. One common pros of WUK is they got really fast servers & network and most likely they are not like the other oversellers right now in the market

They got two cons according to my inspection. One of them is the harsh acknowledgment from their support staffs. I have faced this around twice from two of the support staffs. When your issue is not really a big one, they would love to resort it asap, but if the issue needs a few analysis, they will always try to bias it (Doesn't really matter if it takes time, but biasing is not what we expect). This should get fixed anyhow as you say its a "Managed VPS". You have a definition in policy about management, though i have seen you resolve issues regarding some other stuffs too (I did that two times regarding an apache issue, note, i do not use any control panel, use Xampp, my own managed). Though, according to your policy you are not responsible for such issues, yet you get them resolved, doesn't matter whether it breaks the policy or not . But when i asked some issues a bit critical into the networking, they refused to answer those questions. I reduced my interest and tried to fit them into their policy (Big LOL) but yet, they refused to do that too. Though, later on they agreed, it relates to the network LOL. I doubt sometimes, whether, those techs are really able to do anything other than monitoring. (Its nothing but my rage here, it was really awful to find the tech refused to verify the existance of Win32 Tap on my vps). Though, i know there are few techs who are really good and there is no way to say anything against them like Sebastain (Awesome, several times he was the best out there). But still, i believe Customer Service quality is good, but can be better anyway.

And the last con of the vps nodes are downtime, I have seen the node goes down lots of time in a month. If you monitor every second of a month, i can definitely say, you would also experience the same what i did. Redundancy is very important for continuous business.

For these all issues, i still love PowerVPS and LiqudWeb VPS. I doubt they will open UK DC anyway in future, so have to wait for the next perfect UK DC like PowerVPS & LW do and expect you guys will change a few attitude to fit all needs

[Administrator]

Hi Yawvaar,

We recommend using our livechat support only for basic technical requirements or reboot requests. Most of our senior system admins work only tickets only and we cannot make them work on livechats as their main job is to look after complicated server side problems only.

Technical skills of livechat support staff differs and you may not find same level of technical knowledge on all livechat staff members. Quality of response also differs when number of chats increase as each customer expects instant response and humans cannot give same quality if the quantity increases.

Your VPS has uptime of more than a month and there has been no network outage or any technical problem with the main server node hosting your windows VPS. Please let me know if you are using Virgin Broadband connection as some of our customers on Virgin network are facing some occasional network outage atm.

[hadrick]

We recommend using our livechat support only for basic technical requirements or reboot requests. Most of our senior system admins work only tickets only and we cannot make them work on livechats as their main job is to look after complicated server side problems only.

Thats fine, but never your staff on live chat said that wait for the ticket reply. His acknowldgement was something like this, you don't know how to do this then why are you asking me? If you review the live chat conversation of Sam and me, you should know what he told me

Technical skills of livechat support staff differs and you may not find same level of technical knowledge on all livechat staff members. Quality of response also differs when number of chats increase as each customer expects instant response and humans cannot give same quality if the quantity increases.

I wasn't expecting anything faster, i was expecting a few help as i have never worked on vps networking before wasn't really that great with those environment.

Your VPS has uptime of more than a month and there has been no network outage or any technical problem with the main server node hosting your windows VPS. Please let me know if you are using Virgin Broadband connection as some of our customers on Virgin network are facing some occasional network outage atm.

Around 15 days ago, my biggest file hosting site was hosted with that vps and the VPS node was down for half an hour i believe. And then you guys suspended the vps and i moved that site to Softlayer server. Just an example of outgage i faced in last one month This was not the only one

Thanks for prompting anyway.

[Nicolaus]

Hello Yawvaar,

I have gone through the whole chat transcript. You have been found to use "uncourteous" terminology twice. Sam did point it out to you. However, you still persisted with it.

We have always maintained that configuring VPN's ior helping with it is not the support team's responsibility (this was your request). We only enable to VPS side options which then allow you to install and configure a VPN.

Yes, there were issues with the hardware. But let me tell you that the best of servers have issues. A hardware device can give up at anytime without a warning. I am not trying to side-step our responsibility as a service provider, just trying to tell you this can happen. We have always used branded Dell chassis and controllers, so quality has never been an issue. We have fixed all the hardware issues that came up. In cases where a replacement was needed, it has been done.

I have absolutely no intention of being rude or reticent. If this comes across as being so, then I can only say its unintentional. I am only trying to explain further what Andrew said. WebhostingUK has always endeavored to serve the customers in the best possible way and will continue to do so.

[hadrick]

Originally Posted by Nicolaus

Hello Yawvaar,

I have gone through the whole chat transcript. You have been found to use "uncourteous" terminology twice. Sam did point it out to you. However, you still persisted with it.

We have always maintained that configuring VPN's ior helping with it is not the support team's responsibility (this was your request). We only enable to VPS side options which then allow you to install and configure a VPN.

Yes, there were issues with the hardware. But let me tell you that the best of servers have issues. A hardware device can give up at anytime without a warning. I am not trying to side-step our responsibility as a service provider, just trying to tell you this can happen. We have always used branded Dell chassis and controllers, so quality has never been an issue. We have fixed all the hardware issues that came up. In cases where a replacement was needed, it has been done.

I have absolutely no intention of being rude or reticent. If this comes across as being so, then I can only say its unintentional. I am only trying to explain further what Andrew said. WebhostingUK has always endeavored to serve the customers in the best possible way and will continue to do so.

Nice clarification, What about the 6 hours downtime i m facing without a single reply in my ticket?

#IST-33644-122

At least i was expecting an answer to know someone is working on it ? I called a live chat operator, he told network enginners are working on it around 3 hours ago, though, till now, NO REPLY. I have always said, you guys are good in support, though, i do not really call it up a managed service. Managed service should be prompt in critical issues as well as the general.

[hadrick]

After 6 hours alan has asked me for the password in live chat to submit the ticket to swsoft. I m simply wondering, if there were any progress in last 6 hours.

[Nicolaus]

Hello,

You are on live chat right now speaking to one of our VPS Support Technicians. They are proceeding with the new setup. Your ticket will be updated once done.

[hadrick]

Originally Posted by Nicolaus

Hello,

You are on live chat right now speaking to one of our VPS Support Technicians. They are proceeding with the new setup. Your ticket will be updated once done.

Nicolaus,

I m really not opposing WUK as till far i have found you guys the most reliable and perfect in WUK, but see, if i would have a reply whats going on the vps a few hours ago, i could get my service up a few hours ago. Anyway, downtime hurts, hope you guys would get these issues more seriously next time.

[Nicolaus]

As explained in the live chat as well, we had approached SW-Soft (Parallels) for advise in your VPS' matter. We were awaiting their word which we still do. In such cases, time does pass a little. We are also helpless in such situations as we cannot force Sw-Soft to respond quickly. Even at the risk of sounding patronising, we try to be as prompt as possiible, but sometimes, it is beyond us when it comes to external parties.

[hadrick]

Originally Posted by Nicolaus

As explained in the live chat as well, we had approached SW-Soft (Parallels) for advise in your VPS' matter. We were awaiting their word which we still do. In such cases, time does pass a little. We are also helpless in such situations as we cannot force Sw-Soft to respond quickly. Even at the risk of sounding patronising, we try to be as prompt as possiible, but sometimes, it is beyond us when it comes to external parties.

As explained in chat, if i knew you guys are pointing to swsoft, i would rather say the same thing i m saying now regarding the vps setup as i use the vps for one of my service which doesn't need any data store. You guys reponded me previously as your network engineers are working, if they would reply the ticket saying, we are unable to resolve and sending the ticket to swsoft, then there won't be any problem. But what now? I really appreciate your approach about explaining issues I was looking at the hard drive failure thing and your approach in answering users complaint Just a note, when data losses, lessons can't really fetch them back. It only helps to prevent it from happening in future.