Ecatel - Great Network, But Slow Support
May 23, 2008
We've got a discounted Quad dedi box from Ecatel.net about a week ago. Their network and prices are really good, sure. But we still have problems with start up because the second hdd isn't mounted or installed properly. The support team has answers about 1-2 times per day only so this question is in progress already for days.. The helpdesk is locked somehow from todays morning (I see our account is present but there's no way to log in) and we are still waiting for replys from day-before-yesterday requests...
I wouldn't like to be some kind of sharp under any circumstances and I respect every business but this is probably too long so we have to pay now just for waiting to get a server ready with no start yet.
Does somebody work with them? Is it normal situation? We still have some boxes in Layeredtech and would like to move to European DC (these boxes are middle-ended so we need more power now). There were no such problems in LT. Never. The maximum response time to such kind of questions was 2-5 hours (15 minutes in general), maybe a bit more (for hardware setup requests), but not days and nights with no progress indicator.
Maybe that is a European DC highlight strategy to have such delays with tickets response, isn't it? Coz the European market is new for us, anyway, we've never had boxes there before but would like to.
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Nov 30, 2008
Yes, this is probably my first and last thread about reviews about any service provider.
I personally hate bashing people and always tend to resolve matters on my own with providers/customers without involving 3rd party (current/past customers and providers can acknowledge this) but this time its gone way out of the line and this thread is purely meant as a negative review of Ecatel or Colinks or Iqarus or whatever you call this slimy set of people. I am done speaking soft and trying to act nicely to them.
What made me go this far? If a provider accepts the fact that he is wrong after proving countless number of times, I would not make this thread. Heck, I would not make this thread if they did NOT agree that its their fault. This case is gone so far that these people blame me (personally) for all the crap that they have dug. Now its time to bury them in the same pit.
They have ripped me of for around 5000 EUR worth of business every month. I won't go into details but the reason for cancellation is described later in this thread. They have ignored all later attempts of contact after terminating services with us. So I have no clue as to what their problem was.
Coming to the thread title now... does anyone know about the fact the Ecatel was formerly known as Iqarus and before that as Colinks. If there are any senior/old members on this forum who can comment on it, I am sure they can provide quite a number of incidents where this Company has scammed 100+ number of clients.
Here are few links right here on WHT that shows Iqarus's scams:[url]
9 100s of threads claiming their history to be fraudulent
For proof here is one:[url]
Quote:
213.202.214.0/32
Removed ecatel.net SR04
2008-09-28 21:19:58
SBL44871 ECATEL-AS AS29073 = iqarus.com = Colinks = as29073.net
89.248.160.0/20
Removed ecatel.net SR04
2008-09-28 21:20:11
SBL44870 ECATEL-AS AS29073 = iqarus.com = Colinks hosting spammers
At this point it is very easy to tell what kind of a shaddy organization this is. Sending SPAM emails consecutively and become known for it... hmmm.
Okay, lets all assume that now Ecatel is a clean organization. May be the bad habits have been left to die with the two old fraudulent Companies. But NO! They are the same set of people and have turned even worse... Now they are in direct relationship with the a Russian cyber-gang known as the Russian Business Network (RBN). I make a big claim here because the RBN is probably wanted by most law-enforcement authories around the world. You can read more about RBN here, here and here (please read this in particular).Now here are my findings depicting RBN and Ecatel's affiliation:[url].[url]
Here is a detailed explaination of their recent outage which also shows their relationship with the RBN AND their slimy activies (I love this link):[url]
You can just Google "rbn ecatel" and find thousands of results deeming this organizations links with the RBN. I am now not the sole person having these facts. Most people involved with networking security know about this and now its time for the layman to know too.
At this point I proved that it is safer to keep away from Ecatel so that:
- you can stay away from all RBN related prosectutions
- prevent yourself from being scammed (colinks/iqarus quote)
I know pretty well how Ecatel is going to react/reply to this thread. Obviously for starters put up a pile of garbage info they will generate on me with no factual evidence whatsoever (they have gone far enough as to mention I have links with RBN and thus my rant here). AND completely ignoring to defend themselves of the claims I have made above (its their specality on escaping such blames).
I urge everyone of you to first ask Ecatel for a response for the above claims and then (if they last that long; they can open a new thread, WHT loves good content) they can hammer me with all the garbage they will pile up. Notice here that, all my proof of evidence is directly quote from 3rd party reliable websites and not from my email inbox that only I can verify. Ofcourse Ecatel will ignore this statement and continue to hammer me with falsified information, but I have another reliable 3rd party website that I can use as protection (as atleast he says the situation the same way as I do).[url]
I hope you all make proper and informed decisions. Oh btw, according to Dutch law (or perhaps every country's law) an Internet Service Provider needs to have an agreement with their client about what they are allowed to run on their network (known as Terms of Service/Acceptable Usage Policy) and Ecatel has none. These people can be shutdown easily because of just this, forget all the RBN and crap!
Its 4:30 AM here. Will go and get a cup of coffee and wait for replies. Will definite get my lawyer working on these guys. I am hell determined to close this case for good. And extremely sorry for the long thread...
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Jan 10, 2009
i would like to tell everybody ,that how much i was satisfied with infrenion.com ,Yesterday i signed up with them as i already they have best support ,i have asked at least 100+ questions and they answered each and every one clearly and helped me in setup of my site in every aspect. I didn't see this much in any of my previous hosts.
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Sep 30, 2009
I wanted to take a minute to throw out a review of a good host I found a few months back. I remember while I was looking for them that I found a ton of "Avoid XYZ host" or "ABC host is terrible," but very few reports of a host that people would suggest TO use.
In any case, I transferred my business domain (www.thecliplady.com) over to MDDHosting (www.mddhosting.com) a few months back and everything has been fantastic. As I recall, my account was setup quickly, and they helped me to transfer from my old server and setup my SSL cert right away. Since then, I have had almost 0 downtime, was always notified of maintenance or issues that might affect my account, and generally everything was quite snappy (pages loaded quickly, etc).
But, the one thing that really blows me away and is truly fantastic about MDDHosting is the support. In my time with them, I have filled 5 support tickets. In the worst case, I waited about 25 minutes for a response. Yesterday, my ticket was responded to in 2 minutes, and completely resolved in 3 minutes (It was a simple issue, but it was nice to not wait to finish deploying my new site).
Here is a screenshot of that last ticket: [url]
To sum it up, I feel very confident in suggesting MDDHosting to anyone who values great support and a stable server. Plus, the prices aren't bad either. Make sure you at least check them out, seriously!
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Jul 12, 2008
I`ve been using virpus for 6 months and support was always terrible but uptime was good.
I`ve never been able to login to hypervm which i`ve supposed to login, when i open a ticket regarding this they always forward the ticket to so called management department which in fact do nothing at all.
If you`re looking a vps provider with no support but good uptime then choose virpus but if you`re looking for little bit support then stay away from them.
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Sep 7, 2007
2 calls, 2 tickets, still problem not solved.
I thought this is simple question, but guess i m wrong.
<?php
require_once 'DB.php';
require_once "Auth.php";
echo "seems like pear cannot be found , oops,, help me out...";
?>
this is acutal link:
[url]
it only has 3 lines. I m getting error message,cuz file is not found. I called them twice and file 1 ticket and 1 reply. the last call they said tech still try to figure out what happens, maybe something wrong with my code.
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Oct 13, 2009
I'm on a NetDepot 10 meg unmetered and just started migrating some accounts over from The Planet. I've been with them since... well the beginning. I wanted something a little less expensive with more bang for buck.
While the uptime has been good. The network speeds have not. I'm never getting more than sustained transfer speeds (scp, rsync) from my Planet server of 400KB/s... at this rate it's going to take 6 hours to transfer an account that's just 8 gigs in size.
NIC is set to 100 meg, full duplex. Both servers have just about no activity on them and firewalls clear.
3% 323MB 378.9KB/s 6:02:15 ETA
Is anyone else finding the network speeds with NetDepot sluggish? I submitted a support ticket about this.
This makes things like remote backups impossible.. hopefully it's just a issue with an overused switch or something. The worst part is I did the full buy-down package in hopes of being with them long term, now I'm not so sure.
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Jun 22, 2009
problem with my server running CentOS 5.3.
I noticed that there are huge pings to my server from time to time, example:
------------------
64 bytes from HOSTNAME (server-IP): icmp_seq=0 ttl=60 time=2.93 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=1 ttl=60 time=2.70 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=2 ttl=60 time=1901 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=3 ttl=60 time=899 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=5 ttl=60 time=2.69 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=6 ttl=60 time=2.62 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=4 ttl=60 time=2132 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=8 ttl=60 time=2.57 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=7 ttl=60 time=1190 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=10 ttl=60 time=2.65 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=9 ttl=60 time=1048 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=12 ttl=60 time=2.74 ms
64 bytes from HOSTNAME (server-IP): icmp_seq=11 ttl=60 time=1205 ms
------------------
First I thought that it is network related, but most strange for me was that I did not have any packets lose.
Then I tried to ping from my server to other hosts - situation was the same - some ping were good and some were huge (700ms, 800ms, even 2000ms)
I checked:
cat /proc/sys/net/ipv4/netfilter/ip_conntrack_max
and it was 65536
Then I checked:
cat /proc/sys/net/ipv4/netfilter/ip_conntrack_count
and it was ~1600 so normal.
dmesg was showing such errors:
conntrack_ftp: partial 227 3331059707+13
Then I checked ifconfig, here is the output:
------------------
eth0 Link encap:Ethernet HWaddr 00:24:21:57:2B:6F
inet addr:MAIN=IP Bcast:BCAST=IP Mask:255.255.255.192
inet6 addr: fe80::224:21ff:fe57:2b6f/64 Scope:Link
UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1
RX packets:170557113 errors:0 dropped:2421127049 overruns:0 frame:0
TX packets:182047660 errors:0 dropped:46 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:2756835074 (2.5 GiB) TX bytes:79640621 (75.9 MiB)
Interrupt:82 Base address:0xe000
------------------
Strange for me was:
RX packets [...] dropped:2421127049
TX packets [...] dropped:46
I did not have such dropped information on all my other servers. Dropped counter for RX was constatnly increasing.
So I decided to restart all services on the server. After restarting network and ipaliases - problem disappeared. RX dropped counter is still rising, but I do not have any slowdowns on the server and pings are normal.
My question is - does anyone could have any idea what can casue my problem and how can I prevent this in the future?
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Dec 16, 2008
FDC servers network slow?
Anyone having problems with sites hosted on FDC right now?
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Sep 24, 2007
I am copying 6 GB of data to a machine across a 100baseTX (full-duplex) link. There are no collisions on the network, yet scp and systat -ifstat are both reporting extreamily slow transfer speeds... around 400 KB/s. That cant be! What what can I do to fix this?
I'm running FreeBSD 6.2. What other stats should I be looking at to figure this out?
why I am not getting at least 9 MB / sec, let alone 12?
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Jun 15, 2008
I have a server in Liquidweb with 50GB of web pages and I want to move this accounts to my servers in Europe. The problem is that speed is about 4Mbps and becomes impossible to move the accounts.
With my other servers in GNAX I have not had trouble getting speeds of 80/100Mbps.
I tried to move my server of Liquidweb to GNAX but has reached only 14Mbps.
Which is the best solution? The network liquidweb has always been very stable, but I am seeing that is really slow.
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Nov 3, 2009
My new server is on a 100 Mbps port.
Doing a wget [url]
gives me only 6.63 MBps.
Doing a wget [url]
gives me 1.17 MBps.
The folks at leaseweb say it could be due to a network maintenance that they are performing and should be sorted tomorrow. No problem with that.
However, I just wanted to know if anyone else with a leaseweb server is experiencing the same problem now.
What is the speed you are getting?
On the positive side, leaseweb support replies have been fast and to the point. I like it so far.
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Apr 4, 2009
I have been with DMEhosting for all of 4 days now. I got one of their dedicated servers with the Smart Tools Bundle for windows server. I bought it on saturday. The server was setup on tuesday. Without the Smart Tools Bundle. I noticed this on april 2nd and i open a support ticket that morning. Two days my support ticket sat their with no response. I have lost all faith in this company and i am now just wanting out. I do not care about the month i have paid to them. I have informed them as of today that they can cancel my server.
Just my experience with DMEHosting
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Mar 5, 2008
I have a server with a overheating problem and a network problem.
(With a lot of users connecting to it every second)
Well, recently the server started to get slow then finally it was up on KVM but network connections do not work.
After reboot, it works for around 10+ hours but it won't last for a day as it gets slower then unconnectable.
When I look at the logs, I see this:
Mar 5 00:38:35 cn1 kernel: printk: 769 messages suppressed.
Mar 5 00:38:36 cn1 kernel: dst cache overflow
Mar 5 00:38:39 cn1 kernel: CPU0: Temperature above threshold
Mar 5 00:38:39 cn1 kernel: CPU1: Temperature above threshold
Mar 5 00:38:39 cn1 kernel: CPU1: Running in modulated clock mode
Mar 5 00:38:39 cn1 kernel: CPU0: Running in modulated clock mode
Mar 5 00:38:41 cn1 kernel: printk: 709 messages suppressed....
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May 13, 2008
10 days ago, I require volumedrive.com assign another ip to my server.
Yestoday, I ask them again.
I hope donnot need another 10 days.
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Nov 11, 2008
our VPS hosting company did an upgrade the other day and now something is wrong with our home page, it takes about 30sec to load. They keep saying its a php problem, but the scripting is fine, the engine is fine and the only thing that changed is that they did an upgrade.
They don't seem to be able to grasp the problem, and it is making my boss go nuts. A web guy a know said it definately had to be something at their end, and everyone else is at a loss.
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Oct 16, 2009
Im having problems contacting 1paket.com support. The site is mighty slow and unreachable at times.
I have sent two requests and got no reply. is there phone number for 1paket support?
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Jul 11, 2007
We are a small group, we hope startin a small business (Hosting service).
and we have a small project, we want to run a service like YOUTUBE.
so, we are looking for yours ideas and your help.
we are seeing in this forum a lot of providers, but we don't know about theirs networks, we are outside US.
we need a fully managed vps, uptime 100% garantie, SLA.
700 MB minimum of RAM
40 - 70 GB (disk space)
500 - 1000 (Bandwidth)
Linux / cPnal
we need a big company, we may upgrade later to a dedicated server.
monthy price: from $80 to $125
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Mar 12, 2008
I need to get a couple of dedicated windows servers and am trying to decide between SoftLayer and a couple other providers.
So, how is SoftLayer for customer support, network performance/uptime, pricing, and just overall?
Any recommendations?
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Nov 11, 2008
I've got 25 domains on a Virtuozzo/Plesk8.6/CentOS5 VPS. Each domain has one up-to-date install of WordPress, most have very little traffic (average 200mb per month), maybe 2 domains get 5-7gb traffic per month.
I monitor port 80 connections and rarely see more than 10 at a time.
That should in my opinion be no problem at all for a VPS with 768mb guaranteed ram and 2.4ghz cpu. I've got 30gb hard drive spare too.
But.... about 8 or 10 times a day it grinds to a complete halt: server load at 500-1000%, sites timing out, plesk takes 3mins to load, often I can't even connect with SSH, and the plesk web server, apache
INSERT INTO module_watchdog_sys_stat (time, type, value, service_id) VALUES(FROM_UNIXTIME(1226404705), 'MAINMEM_USAGE', 17472, 11);
80 seconds sounds like a huge amount of time for a MySQL insert to me! Does anyone know if this is likely to be the cause of my trouble? Some problem with Plesk and the database? Or could it be something else?
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Nov 7, 2009
Really sad that a company warez-host Are fraudulent
Where I do not have a copy of my company files warez-host tell me to contact you!!
Can you help me obtain a copy of the Forum
Transport will be on the same day
And transaction charges will be paid
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Jan 7, 2009
As many of you are aware I have been very active in the WHT threads here relating to Ecatel. I was recently banned for creating a duplicate account in order to bash Ecatel which rightfully led to my account being terminated due to my very poor behavior.
I am still customer with Ecatel under my alias of Katie, I just wanted to come clean and apologize outright....
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Apr 10, 2009
today 12PM my server goes in down, 5 hours and still in down...they no reply via email and phone, only i have this problem?
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Sep 24, 2009
Anyone using Ecatel also has their sites down?
They have been quite good for a long while, never had a down time so long such as yesterday. Server down since 6 hours ago. Send in multiple support tickets and no response. I am very suprised to know that they do not have 24 hours technical support staff on standby since they have such a huge customer base.
Any other ways to contact them to fix the server. This 6 hours has cost me at least 2-3K USD in losses. I can't wait to see the server backup again.
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Apr 8, 2009
This is what has happened:
1. I ask for some compensation, or at least an explanation, for the recent downtime of Ecatel. I also Ecatel to remove some IPs from our server. The cost of the IPs is high, and with Ecatels past performance we want to minimize our amount of business with them.
2. Ecatel immediately responds that our server has been shut down and we are not welcome as clients anymore. Reason being our payment was a few days late. Payment was not sent since it was due during the massive downtime ecatel experienced just a few weeks ago. Thus I was very hesitant sending it, and I could not afford flushing 300euro down the toliet.
3. However, just before I got the answer above the server had indeed been paid. Ecatel now refuses to release the funds, do a refund, and instead tell me that I can "file a dispute" with paypal. Why I dont know.
4. Ecatel offers me to get a backup of all our, needless to say, very important data on the server. This should take a few days or so but several days later there are no signs of any backup.
5. I contact Ecatel to get the status of the backup. Ecatel now responds there is an ongoing abuse investigation concerning the server we had with them.
6. I ask Ecatel to, regardless of the abuse claims, send the data. After all - if the data is needed for evidence they still have it.
7. Ecatel refuses to give me any data. I ask Ecatel to give me a phone number where I can speak to them. I also ask them to send over any information on the "abuse case", and contact information for the 3rd party (which is nominet, uk).
8. I once again ask them to clarify everything. After all - if we did something wrong on the server, we have the right to know what we did, and how to rectify/respond to the case. Ecatel support answers, as always when they are questioned by a client, that I should stop wasting there time. I won�t get any data, information on the abuse case, and they are closing the ticket.
I find this appaling and crossing all limits. I have the right to know what has happened. I have the right to see evidence, and I also have right to get our data. Now, somehow, if Ecatel isnt using this as an excuse because they perhaps lost the data, I might get it later. However the incredible arrogance and nonchalance of their support is below any standards. A client since two years back should not be responded to with one liners like "Stop wasting our time".
So whats your take here? Should�t I as a client be treated with at least a tiny bit of respect? Do they understand the impact on other companies business having huge down times, and also holding our data hostage?
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Nov 5, 2009
I have presale questions, but Ecatel support not answer.
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Jan 6, 2009
I was on the lookout for a dedicated server provider based in The Netherlands. I was recommended to take a look at Ecatel.
I sent them an email asking for quote on Nov 13 2008 and got a reply on the next day with all the prices. Not too bad for a sales response I thought.
I finally placed an order on Dec 01 2008 after several exchanges of emails with their sales, believing they can meet my requirements. I paid for upgrades of RAM and Harddisk on top of their basic offer.
It took them till Dec 07 2008 to get my server up (yes, I paid on the day I receive the invoice, i.e. Dec 01 2008). The excuse they gave was they do not have the necessary RAM in place to upgrade my server.
They did however adjusted my bills to commence on Dec 08 2008, so I thought that is quite fair.
Trouble struck, one of my partners was working on the server one day and it refuses to boot.
I opened a ticket with Ecatel on Jan 02 2009, requesting they look into the server. The NOC response rate was like once every 24hours or more. Initially they refuse to tell me what's going on, and when they finally do, they told me it is a BIOS error and the server is refusing the boot up.
I was told on Jan 05 2008 02:18AM (based on the ticket) DELL's staff would be visiting them on the same day morning to fix the issue.
After that, I have sent at least 6 tickets without response, I am left without any knowledge of the status of my server. I have asked why they have not plug out our RAM and Harddisks and put it on another server and let us run first while DELL fix the hardware, no response.
Till now, Jan 06 2008 about 0800AM their time, we still have not got our server up.
When our server was up, we are very happy, pretty much zero downtime. But the frustrations we go through trying to get them reply to us is almost unbelievable.
Will continue to post updates on the latest developments. I have pretty much lost hope in them.
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Apr 6, 2009
quick quote from what i got from a friend on msn:
Quote:
[3:08] @(garrett) Hey Sean
[3:08] @(garrett) Do we know whats going on yet?
[3:09] @(Sean) no
[3:09] @(Sean) ecatel is confused right now
[3:09] @(Sean) hackers may have access to more than helpdesk
[3:10] @(garrett) :/
and from my other friend on msn:
Quote:
ViSiOn says:
i woke up today to find e-mails from the help desk asking for all our servers to get wiped and formatted... so im going to have a few 1000 pissed clients.
ViSiOn says:
all my account info was changed too. i can't do anything. and i can't even reach ecatel via e-mail without my tickets getting deleted.
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Oct 18, 2009
what's ecatel would be
1- take high money from customers
2- would'n be customers create any support ticket
3- if we create ticket , should be wait till 24hours for respond , also should be write adjuration that will get the respond from them
4- any upgrade request such as , RAM , say you as 4 working days, it's probably done after 30 days,
they are still not install our vlan request more than as 30 days , we paid instant , but support is die
5- if any server will be down , they are really really relax and customer credit is not important for them
we have 5 servers on ecatel and 3 servers on iweb
i would be compare them
1- ecatel
one of our important server( shared server) got the down over 80hours, ecatel still relax
we might ticket , that what's problem plz reboot server , respond us after 6 hours , > ecatel: have you reviewd your ticket history? you open more tickets here,
just look at the support and make SCORE
still our server down for more than as 80 hours , it's really normal?
we pay against good support from datacenter, also it's their DUTTY solve and respond to all tickets and keep happy customers
sometimes they closed our ticket without responding!
we choose support team by name activelobby, for make out any issues, also they said it's DC problem that should be solve
it's better we will transfer and end business with ecatel
2- iweb
really fantastic , instant respond , we might over 200 tickets , they are happy to solve and complete our requests without any displeasure
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Sep 6, 2008
my server with ecatel is down and them not reply me from 5 hours I sent the ticket, someone know why? Them are very bad in reply time to ticket but this time is MUCH.
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