support

[Hexosphere]

After having spent half the night in live chat to get an issue sorted out on one VPS. I found that my other VPS has been suspended, due to my own fault, but trying to resolve it, the issue was addressed at 10:20pm and here I am still sat at 12:20 trying to resolve the issue, and for the last 20 mins I've been sat watching...

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Shawn'

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

Chat InformationYou are now chatting with 'Sean'

Chat InformationPlease wait while I transfer the chat to the best suited site operator.

I realise that the initial issue was down to myself, but trying to resolve it has been a nightmare, not to mention I've got work again at 6am

I've also replied to the ticket - reference NPR-31843-140

Which was first replied to at 10:20 - and I've still not heard anything back, after replying to it 3 times since. Maybe someone can help?

[WHUKSam]

Hello,


Alan has already replied to the ticket & he has activated your vps. Currently your vps is up & running. We request you not to run IRC on the vps to avoid any such issue again.

[Hexosphere]

Originally Posted by WHUKSam

Hello,


Alan has already replied to the ticket & he has activated your vps. Currently your vps is up & running.

Alan replied to me last night at 12:40 pm 20 minutes after I posted this, and I was still looking at the same screen for those 20 mins. Don't try and belittle me by saying

We request you not to run IRC on the vps to avoid any such issue again.

- As i stated in the opening post - the issue was entirely my fault. What's not my fault however, is the shambles of support that you call good customer service.

This was not the only problem I had last night, as there was an issue affecting another of my vps's. Which didn't come back up after the power outage, but I informed support at around 6:15pm last night. They advised that the hardware node had been rebooted and the systems would start to come up one by one. It still never came up after 45 mins later - so back in touch with Live Support again, success, the vps was started and it was accessible, or at least a traceroute would have led you to believe. On trying to access any of the sites hosted on it though, I didn't even get any time outs, just sitting waiting trying to load the page as the system was there, but not fully responsive, I also then tried to ssh into it, or load WHM, to no avail. I then went back to Live Support to be told there was a hardware fault on the node, and that our senior engineers are working with it right now, by this time it was around 8:30pm. So I left the senior engineers to do their job, until 2 hours later when the system was still not back up, and again after talking to live support, was advised that the system was being brought back up. Great I thought, I'll be able to do something with it soon. Next came the call with alan @ 12:20 which tbf he resolved the initial call, and logged an issue about the offending VPS, I awoke for work this morning at 5am to find a reply - it's all been fixed and is now sorted and it's back up. Oh no it's not.... went the reply back. The next update was at 6:20am suggesting that everything was working fine, though one of my customers and one of my volunteer staff could advise otherwise. It didn't actually come back up until 5pm this evening, and this issue had nothing at ALL to do with IRC.

It's pure and simple - 7 or 8 times last night, I was advised that the system was coming back up when in fact it wasn't. If there's an issue, just tell me straight. I'd sooner have an issue that I know about, and that someones working on to resolve - than believing that there are no issues and finding out to the contrary.

[Sebastian]

Hello,

We do understand your frustration.

Yesterday hundreds of VPS nodes were down because of the power outage issue, most of them came up without any issues but some nodes went into the file system check (FSCK) while some were having network issues. We tried our level best to provide support to all the VPS customers and kept them updated about the server status.

The hardware node on which your VPS is hosted came online and then faced high load problem, we investigated and found your VPS was causing the issue as you was using IRC application, so we have suspended your VPS around 9.30 PM and then emailed you about it.

At the same time there were many clients on the live chat and many pending tickets on the board, whoever took your chat haven't checked if your VPS is suspended. He thought that the node is still down because that time only 30% nodes came up. So he gave you the same reply on the live chat.

Being our fault, we do apologize & regret sincerely if this incidence has caused any inconvenience. Because of Xmas most of our employees are on leave and the power outage was beyond our control. We will make sure that it won't happen again. Thank you for your understanding..

--------------------
Best Regards,
Seb

[IanSmithISA]

Good morning,

Can you clarify something for me please, if you look at the T&Cs

Web Hosting UK - Terms and Conditions - Dedicated Server - VPS Hosting

they say that running an IRC is a prohibited use.

Are these T&C meant to apply to VPS hosting as well as standard shared hosting?

Bye

Ian

[WH-Mike]

Hello Ian,

Are these T&C meant to apply to VPSs as well as standard shared hosting?

Yes, the terms which are mentioned in T&C are applicable for Shared Hosting as well as VPS hosting (Normal VPS and Semi-Dedicated).

[Wright]

Originally Posted by IanSmithISA

Good morning,

Are these T&C meant to apply to VPSs as well as standard shared hosting?

Ian

As per my knowledge,the T&C of a company is applicable to all the services and products offered by the company.The company mentions it distinctly if any of the conditions are not applicable to any particular service. Here,I cannot find anything mentioned as such,so it should be applicable to all the services and products offered by Web Hosting UK.

[Sanersone]

Originally Posted by IanSmithISA

Web Hosting UK - Terms and Conditions - Dedicated Server - VPS Hosting

they say that running an IRC is a prohibited use.

It is applicable for all the plans we offer. IRC Site Hosting is prohibited on Dedicated Servers as well.