Giga-hosting / Giga-international Sluggish Support
Feb 29, 2008
We have a big problem with Giga-international: thay have a sluggish customer/technical support.
at the contratation, they show a sluggish assembly team from the beggining. yeah, they say 'from 3 to 7 days to setup'... they take 12 days to setup because 'half of their staff is in illness'. ok, we are humans... the humans catch ills, after all...
2 weeks after, the server need a reboot. we try to enter in the 'instant reboot area' (yeah, we contract it), and the 'instant reboot area' IS OFFLINE ¿WTF?. we send an email. they take 2 hours to info us that around 3 months ago they change the instant reboot sistem to a new IP/site, and (again) around 3 months we did receive the email. WE ARE NEW CUSTOMERS, ONLY 2 WEEKS WITH YOU... ok,ok... no probs... instant reboot... take it easy man... the problem is resolved, no probs...
2 weeks after that, we need change the OS from Debian4 to Windows2003. we send an email to Giga, and they info to us that the change don't take longer of 24h if is only install the OS. the upgrade to windows cost a bit, of course (60€ guest remember), we pay trought paypal, advertise to our customers that the server will be have a downtime of 2-3 days, down the server, and issue the ticket to giga...
3 days after, we have the server down, the customers are in rage, and giga DON'T TOUCH OUR SERVER AT ALL...
as i say, sluggish support... every problem show, Giga shows their sluggish response time and ignores the customer (yeah, that is ME)...
if any of the members of giga Staff read this, and want to resolve this issue, i will be happy to cooperate. i have mails probing all the above.
I have a shared hosting plan with giga-international since October 07 – already 8 months. I’m using it for my web gallery , address book – personal use. Using 1.5 GB and 500 MB transfer per month. I mean – I am very reasonable and not demanding user. I had a several problems with the support. I was not getting upset cause it’s not a business website, but the recent one just turn the page. I don’t thing anybody would like to run his business site in this conditions.
Few facts first:
- No CC payment option, just PayPal even though the FAQ page says there is.
- No other option but annual payment
- There is no such option to use your own domain name – you need to use the free one and add your own for 1 eur /mont additionally
- Never bother to call the phone on the webpage – they are too busy to answer.
- I suspect one man support
- the time for the answer from support is proportional to the complexity of your problem – sometimes you don’t get answer at all.
- I have had a problems almost every month – website not loading, SQL server down, CPanel errors
- don’t bother to ask for anything complex like SSL certificates, DNS entries or “why my website is down” – you’ll probably will get the support more confused than they are.
What actually turned the page for me was: they were migrating my space from one server to another, they finished in 2 days, but my add-on domains were still pointing to the old location. They fixed it. And this was next, I’ll just copy the correspondence: ....
A few days ago i ordered server. Everything worked even one week. Then did not go up the password to the server. I asked to reset my password. Then they without my permission reinstalled the OS and thus deleted all my very important documents. OS installed so now I can not do anything on the server. Tech support is silent for a second day. I do not advise order servers from this DC
Just wanted to stop by and make a quick review for Giga-international.com
I ordered my webhosting package at Giga-international this friday, the account was set up pretty fast and everything seemed great, but my website was offline the whole saturday because of some customer "causing problem" the support said. It took the support a fully 24 hours to get the server running again.
When i wanted to bail out and get another provider they refused to send me a refund, im stuck with Giga-international for year, great!
The server went down again today and thats why i'm writing this review.
i want to post my experience with giga-international.
A month ago i was looking for a dedicated server to start a gaming community, at first i was looking for something cheap and simple, just for start and check how it was going until i get a better server.
Well, my first server with they was a Pentium 4, i've sent the payment on a saturday so i didn't expect an answer until the monday, and since they say at the website that usually takes 1-3 days to setup the server, i dont care too much about the time.
My surprise was, the monday at 7:52 GMT +1 i receive an email confirming the receipt of the payment, all ok, so i was like, ok, i must wait 3 days.
But no, 2 hours later another mail was at my gmail account with my login data, they had the server up and running in 2 hours when they say in the website that may take 1-3 days to complete the setup, that was a VERY nice start.
Since my gameservers was a huge succes, i have bough the server package with the Core 2 Quad Q6600 and 8GB of ram, same as above, they receive the payment and 2 hours later i was configuring my server.
Actually i host 4 Team Fortress 2 gameservers with 32 slots each, this morning with all the servers full the netgrap was reporting a 1-1.5mb/s continue data transfer rate and the servers running so fine.
The support team was very helpful, when i was thinking to get the quad server they have helped me about the SO choice mainly due the ram.
Also their Windows License offer is awesome, you dont pay the first 3 months of the Windows license, only a little setup fee (14€ for W2008 Web)
I was once a user in here - prior to the hacking that occurred in which the DB got wiped, so was a lurker for the time being and I currently am a registered user of 10+ dedicated servers from 10 different providers in here, so I am definitely NOT someone who registered for 1 dedi and then complained and bitched like a little girl. My threshold of tolerance extends probably most far beyond a lot of people in here and the average of customers for dedicated servers.
I've ones again created a new user - this time for the purpose of giving Giga-International a review. Yes; we mostly hear about bad reviews, but they're definitely BAD news.
So here's the timeline;
I read about their "great" offer on this forum under the Dedicated Server Hosting.
Thought; why not - I'll give the .DE guys a chance (remember I have servers located in .NL & UK) to earn some of my hard-earned $$$.
So after signing up, filling out the blanks & giving the instant payment (like I usually do without considering whether it is worth 129.99 EUR) I wait for my server.
I had previously read that their servers could take a while to get up; surprisingly mine wasn't, so happy I was. This happiness turned out to be short as I discovered their HDD they had supplied me was FAULTY - NOT running @ 7200 RPM for a SATA HDD. I/we (my tech team) contacted Giga-International regarding this matter. They promised they would look into it. So they did, but nothing happened. After NUMEROUS emails of an update of what was going on, it finally got fixed. Time to fix a f*cking HDD: 10 days.
So thought; ok, I'll hope it runs smooth from then on. It did for --7-- days UNTIL they had to "relocate" to a more powerful, fancy, <insert words>, datacenter which would double my routing and speed worldwide to cloud nine. "YAR!". Remember 17 days has now gone by, they relocated, in which they promised MY server would be up within 5-7 hours.
HA! Try 5-7 days instead. So after bugging and bitching like a little schoolgirl that has lost 129.99 EUR for 17 days of downtime in total, my server finally went up again. Prior to the bitching and whining THEY had the AUDACITY to send me billing emails of "risk of suspension - pay within 5 days" bollocks.
17-18 days of downtime, 7 days of "perfect" uptime.
I'm sure I can find alternatives to their service in here which is far from as diabolic as what was offered.
I kindly asked for a discount for the following month (May), but has yet to receive a reply from them.
Conclusion: Giga is quick on the billing and very slow on the support. They may be the biggest provider in Germany, but help me God Germans must be the most patient human beings walking this earth then...While getting ripped off; full price! Their routing is as average; nothing I'd pay 129.99 EUR/mo for a little over a week of uptime.
Final word to Giga: Kindly go do one or fix up and look sharp.
[root@rbi0407 ~]# ping www.google.com [root@rbi0407 ~]# traceroute www.google.com www.google.com: Temporary failure in name resolution [root@rbi0407 ~]#
[root@rbi0407 ~]# traceroute 22.214.171.124 traceroute to 126.96.36.199 (188.8.131.52), 30 hops max, 40 byte packets Unable to look up 184.108.40.206: Temporary failure in name resolution 1 220.127.116.11 0.219 ms 1.270 ms 0.197 ms Unable to look up 18.104.22.168: Temporary failure in name resolution 2 22.214.171.124 0.722 ms 1.703 ms 0.666 ms Unable to look up 126.96.36.199: Temporary failure in name resolution 3 188.8.131.52 0.637 ms 0.657 ms 1.110 ms Unable to look up 184.108.40.206: Temporary failure in name resolution 4 220.127.116.11 70.601 ms 69.473 ms 62.710 ms Unable to look up 18.104.22.168: Temporary failure in name resolution Unable to look up 22.214.171.124: Temporary failure in name resolution 5 126.96.36.199 2.048 ms 1.984 ms 188.8.131.52 0.705 ms Unable to look up 184.108.40.206: Temporary failure in name resolution Unable to look up 220.127.116.11: Temporary failure in name resolution 6 18.104.22.168 9.087 ms 22.214.171.124 9.363 ms 9.954 ms Unable to look up 126.96.36.199: Temporary failure in name resolution Unable to look up 188.8.131.52: Temporary failure in name resolution 7 184.108.40.206 8.672 ms 8.370 ms 220.127.116.11 10.434 ms Unable to look up 18.104.22.168: Temporary failure in name resolution Unable to look up 22.214.171.124: Temporary failure in name resolution 8 126.96.36.199 14.446 ms 188.8.131.52 12.574 ms 9.609 ms Unable to look up 184.108.40.206: Temporary failure in name resolution 9 220.127.116.11 10.858 ms 10.048 ms 11.172 ms
[root@rbi0405 ~]# traceroute www.google.com www.google.com: Temporary failure in name resolution [root@rbi0405 ~]#
The DNS ip still can be ping if i changed the hostname into numeric ip address
root@rbi0407 ~]# ping 18.104.22.168 PING 22.214.171.124 (126.96.36.199) 56(84) bytes of data. 64 bytes from 188.8.131.52: icmp_seq=1 ttl=55 time=9.56 ms 64 bytes from 184.108.40.206: icmp_seq=2 ttl=55 time=10.7 ms 64 bytes from 220.127.116.11: icmp_seq=3 ttl=55 time=9.79 ms 64 bytes from 18.104.22.168: icmp_seq=4 ttl=55 time=8.05 ms
However one of my server and still working on nicely with no problems
[root@rbi0419 ~]# ping www.google.com PING www.l.google.com (22.214.171.124) 56(84) bytes of data. 64 bytes from fk-in-f103.1e100.net (126.96.36.199): icmp_seq=1 ttl=55 time=8.26 ms 64 bytes from fk-in-f103.1e100.net (188.8.131.52): icmp_seq=2 ttl=55 time=9.48 ms 64 bytes from fk-in-f103.1e100.net (184.108.40.206): icmp_seq=3 ttl=55 time=8.05 ms
--- www.l.google.com ping statistics --- 3 packets transmitted, 3 received, 0% packet loss, time 1999ms rtt min/avg/max/mdev = 8.059/8.600/9.480/0.632 ms
[root@rbi0419 ~]# traceroute www.google.com traceroute to www.google.com (220.127.116.11), 30 hops max, 40 byte packets 1 gw.giga-dns.com (18.104.22.168) 0.323 ms 0.330 ms 0.396 ms 2 host-93-104-204-33.customer.m-online.net (22.214.171.124) 0.692 ms 0.789 ms 0.887 ms 3 ge-1-3-0.rt-inxs.m-online.net (126.96.36.199) 0.756 ms 0.830 ms 0.892 ms 4 inxs.google.com (188.8.131.52) 0.734 ms 0.746 ms 0.777 ms 5 184.108.40.206 (220.127.116.11) 0.740 ms 0.769 ms 0.663 ms 6 18.104.22.168 (22.214.171.124) 8.029 ms 7.998 ms 8.144 ms 7 126.96.36.199 (188.8.131.52) 20.406 ms 20.459 ms 20.498 ms 8 184.108.40.206 (220.127.116.11) 9.985 ms 18.104.22.168 (22.214.171.124) 9.721 ms 9.712 ms 9 fk-in-f147.1e100.net (126.96.36.199) 9.556 ms 9.277 ms 8.074 ms [root@rbi0419 ~]#
Anyway ticket has been issued to them and still waiting for reply.
Just curious if anybody else face the same problems as i didn't not play around with my DNS servers at all.
I recently purchased a server from them and You will NOT get the same speeds from your server that you will get with their test file server.
Before i bought the server i tested their speeds with the file they gave me at different times of the day for 2 days and it consistently obtained speeds around 70 to 100 kbps. As of right now I only get 35 kbps. I mean i guess its not false advertising as they dont gaurentee their bandwidth but it seems like bad business practice to me.
Also their customer support is very good BEFORE you purchase a server. I complained about the speed and no one has bothered to respond to me.
Its funny though because before i bought the server they replied to my questions on the same day.
I am trying to code a small download manager for my site to help speeds while keeping my files safe from hotlinking but its alot of trouble and I regret not going with another provider. If it doesnt work the way i want its just money down the drain.
I saw some people saying good things about Giga but if you dont want to take a chance with your money go somewhere else.
I was running a webhosting business, now I'm almost ruined because of Giga International.
I will expose all the details, in order to see how things evolved.
I have purchased dedicated server 3 months ago. After a month, I had flood problems, the server was down for couple minutes, the other day for hours. The support from their site asked for EUR 50 for managed service, which I have paid monthly. Here is their offer of managed service:
We are offering a special package, that includes the following services:
- 24/7 Server Monitoring (5 minute interval) with Reboot - System / hardware optimization - Software installation and configuration - Emergency Problem Resolution - Unlimited admin hours and tickets - Proactive security patching - Kernel upgrades - Ongoing OS / Control Panel updates - Remote backups
That package is available for the following operating system:
- Redhat, Fedora, CentOS, Debian, Slackware, Gentoo, SuSe, Mandrake - FreeBSD, OpenBSD, NetBSD, all Windows Operating Systems - Sun Solaris
This upgrade is called 'Managed Server' and costs a monthly fee of 49.99 EUR. If you are not able to control the connections to your server by yourself, than I suggest you to consider getting this upgrade. EndQuote
After that, the server was up for a month, they modified csf and it was all fine. Last week, someone hacked the server, erased the database completely. I have announced managed service, they didn't had any remote backup, I had to restore from a 3 days old backup all the users and databases. Two days ago someone hacked the server again, erased all the data, server down.
I have contacted them again, I have waited for more than 12 hours, no success, they didn't recovered a thing. Me and my admin, reinstalled all via ssh, uploaded over 50 GB of user files from a remote office backup, and after 16 hours of work and waiting, the server was up again. Today, at the same time: 11 AM, the hacker entered into the server, changed root password, erased home directory and operating system library, making the server unusable. Now, after 9 hours of calling managed service, messaging them with more than 50 emails, the server is still in rescue mode, no one except me and the admin on it, no load, they are all home.
I'm asking: where are the promised services? they never did any remote backup, any verification from 5 to 5 minutes, I have always announce them about problems; where is Emergency problem resolution? Over 120 clients hosted on the server, including my webpage are down for 9 hours, 2 days ago for more than 24 hours, I'm desperated, Giga International doesn't answer to the phone anymore, the server is still in rescue mode without kernel, without boot partition. I have sent them emails, no replies, I'm a beginner in linux but I know how to reinstall an OS and put back the server online, but I cannot do that from a rescue mode, via ssh.
So, maybe someone from giga international will read that and take measures, otherwise I will try my best to notify people about their bad services.
I work for a dutch company and server speed used to be slow, but at the time being server speed is so slow that I have to wait ( 6 minutes and a half) to get a report of the job I have to do and a bit less to browse the internal database. I sent them emails and they told me speed was fine and they had even bought new servers
What can/should I do? They told me to describe ''the pattern'' of the issue but cant tell them much more than this. Other co workers that also live in Buenos Aires, also have crappy server response time.
I cant keep on working this way as I am spending way too much time and not making a good profit. What tests should I make in order for them to make things better? I sent them the time I spent waiting to have the report done ( as I told you before) but cant think of another solution.
I work as a monkey ( data entry) and dont have access to root and so on, so dont expect me to be able to try techie stuff ( I might ask them to do so).
We use Cogent at our colo, and since this Monday (8/13/07) we've been gettin dozens of complaints from AOL users stating that connections to our sites are very, very slow and often time out.
We tested from an AOL session and were able to confirm this. We found this odd, because it came out of the blue and nothing had changed on our end. We also get excellent all-around performance from other (non AOL) connections, be it dialup or broadband.
We went ahead and did a bunch of traceroutes on the AOL session. We found things get bogged down as soon as it hits Cogent's routers in DC (timeouts / no response). These AOL sessions have no problems whatsoever with other sites and other (non cogent hosted sites) loaded fast and without issue. We then tested loading Cogent's own web site from the AOL session and saw the same sluggishness as well. The same happened when we tested a couple other Cogent client sites from AOL. They all pulled very slow (10 to 35+ secs per page) on an AOL/DSL session. This did not happen on the same broadband connection w/out AOL running on top of it. The same pages loaded very fast.
Just wondering if other Cogent clients are experiencing this? :? We have not heard from them about this, but wanted to know if this is something isolated or not.
I want to buy a hosting service with following feature
5 Wordpress, Drupal support ( plan to run multiple wordpress and drupal site in this hosting plan)
6 multiple domain name support in one hosting plan
7 a lot of bandwith
8 great customer support, and low down time
I do some research and have a chat with justhost.com and they seem to support everything i need however, after reading some review seem like they try to force you to update to dedicate server when your bandwidth is up.
Hey all. I have some legacy web applications that requires MySQL 4.X to function. Too much pain to upgrade. Can any of you recommend a VPS linux hosting provider that you can vouch for, who also support MySQL 4?
I am currently using MediaTemple GS which has MySQL 4 support; however, recent problems have made me want to consider other options. Unfortuantely, MediaTemple DV (thier VPS option) does not have MySQL 4 as an option.
I have some legacy web applications that requires MySQL 4.X to function. Too much pain to upgrade. Can any of you recommend a VPS linux hosting provider that you can vouch for, who also support MySQL 4?
I am currently using MediaTemple GS which has MySQL 4 support; however, recent problems have made me want to consider other options. Unfortuantely, MediaTemple DV (thier VPS option) does not have MySQL 4 as an option.
I am currently hosted with HostFresh on their HongKong sever (Shared Hosting) and my site has been down for 7 days now!
I tried emailing them for several days, before calling their US phone line 3 days ago, which I was told they could not help and had to wait for an emailmwhich i replied I had been waiting 3 days for a reply..... later that day I finally get a response for my email which asked what the hell is wrong and when it will be fixed, the simply say- site was nullrouted and have to wait for it to come online this was 3 days ago now... I have sent 1 (sometimes 2) emails per day since, I currently have 8 open tickets, all ranging from the last 6-7wks - YES... I had open tickets when this all began t do with me paying my bill twice, which i heard nothing for weeks so I did a charge back through PayPal.. another mater. Does anyone else have this problem with support there? and with the site?
is there a way I can get my files of the server and DB?
can someone please advise what I should do?
I am hopeless with out them as they have my site files, otherwise i would have dumped them days ago!
by the way, I have emailed them number of times, they just ignore me, I am going to be calling again t the U.S in the morning, though they have no idea, and frankly nor do I - I need my DB it has my whole site for the last 18mths on it - over 10,000 members info.
hosting that has PHP, MySQL, and Java. I have found [url]. I would like to know if lunarpages is any good, and if there is anything better. I don't want to spend too much but would like good service and the above specs.
I'm trying to find a bulletproof support hosting provider that will alowe me to install phplist and send high number of newsletters to customers. I have my dedicated SMTP servers... i just need some place to host my web sites and park my other domains....
and the hosting provider must not suspends my account for any complain form the 3rd party....
How much traffic can a typical $5/mo shared hosting account support?
A lot of them claimed "unlimited" bandwidth and storage. Of course there's no such thing as unlimited.
I have a site based on Python, Django, MySQL or Postgresql. It doesn't have any video or other bandwidth heavy elements, but the whole site is dynamic, each page takes about 5 to 10 DB query, 90% reads, 10% writes.
What kinds of traffic can a shared hosting account support for a site like that?
At stackoverflow.com, someone stated that a $5/mo shared hosting account can typically support 10-20,000 unique users per day or 100-200,000 pageviews/day. Does that sound about right?
Any recommendation for a good hosting company that'd suit my needs? My site will start small but hopefully will ramp up quickly. I'd like a hosting firm that can support that growth.
It's imperative for you to know that web host features does not just stop with Unilimited disk space and unlimited bandwidth. There are other very salient features to which some people looking for a host provider have ignore, it is CUSTOMER SUPPORT.
You will not value the importance of a good customer support until you start having problems which you want resolved in the shortest possible time. For some host providers this is like telling them to do the impossible.
It is sad that some of the so-called reputable host don't even have a ticket system not to talk of an on-line chat system where you can ask questions and receive answers in real time.
So, for those of you that are new to hosting or want to change your host, then you had better look for a host that offers good customer support either by Chat, ticket system or forum.
I'm needing to move one of my own websites, as the current shared host doesn't provide curl or full PDO support.
I'm tempted by the basic fasthosts linux home package, as I've used them before for a client, but I'm not sure if they're shared hosting includes curl/PDO support (I know their dedicated servers do, as I've just checked).
I've just sent an email to fasthosts asking, but are there any other hosts I should be looking at?
The site's nothing critical, with pretty low bandwidth needs, but the current hosts uptime isn't anything to shout about.