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How To Cancel A Leaseweb Dedicated Server


I'm moving on to new pastures and I'm looking to cancel my leaseweb server. I've been through their main site, self service centre and can't seem to locate anything. Does anyone know how to cancel a server with them? I'd ask in sales chat, but each time I try they're offline. I'm worried it's getting closer to the renewal date and I'll be tied in for another month...


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But that's not the reason I'm here. My billing ends on the 12th, their terms require you cancel the server 3 days before billing ends. I pay manually each month by pay pal. I tried to cancel the server today, what I assumed was 3 days before the 12th and they told me I couldn't do it. That I had to pay for another full month. So I told them I just won't pay and they threatened me with a late fee. Is there anything legally these people can actually do to me if I don't pay? All they have is my contact information, I don't think they could submit to collections over that without my social security number.

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To make a long story short, as a consequence of the outage we lost some of our advertisers, and right now we cannot afford our old server. We decided well in advance to delete our server, so early this week we contacted the customer care and asked when we were supposed to enter the cancellation ticket to have our server removed before the billing date (June 22). We were told to post the ticket on July 19.

We did better than that. We posted the ticket shortly after this first chat. On July 19th, we went into servercommand, to find out that the cancellation ticket was no longer there. I rushed into the live chat, and was told that the ticket was lost because we had not posted it in orbit. Ok then, let me post it immediately in orbit then.

Well, unsurprisingly, Orbit was unavailable in that moment. We told the live chat tech, and basically we were left hanging on the chat for hours until we were able again to access the orbit system. the Live Chat person said she could not enter the ticket for us, so we had to wait for orbit to load for us again.

Well, guess what? Orbit loaded again for us, but exactly after the Midnight, so it was now effectively the 20th, no longer the 19th. Nice, uh? Do I smell something fishy here?

So, I went to the chat today, and here is the reply:

Quote:

Please wait while we find an agent to assist you...
You have been connected to Daniel W.
Daniel W: Hello. How can I help you?
Customer: Hello, I need urgent help. It is the third time I am attempting to delete a server, and cancellation is sitll not going through as it should
Daniel W: ok, what is the account id and password? and the reason for cancellation?
Customer: <<snipped>>, H1 outage
Customer: I had sent another ticket more than 1 week agoi
Customer: but it went lost, for some reason
Customer: so I spent two hours a couple of days ago with one of your guys to send this other ticket
Customer: but I see that the cancellation date listed is July
Daniel W: Before I can transfer you to another department, I will need to confirm your account information. Please provide you Orbit/ServerCommand login and the last 4 characters of the password.
Customer: while we wanted an instant cancellation
Customer: <<snipped>> / xxxx
Daniel W has left the session.
Please wait while we find an agent from the Customer Service department to assist you.
You have been connected to Andrew S.
Andrew S: Hi! Thanks for conacting The Planet's Billing Care Team. May I please have your Login I.D. and last 4 characters of your password to Server Command or Orbit please. Please feel free to ask about our promotions
Andrew S: one minute
Andrew S: I am reading you last chaty
Customer: <<snipped>> / xxx
Customer: ah ok
Andrew S: Please give me a few minutes to look into this for you. Thank you.
Customer: thanks
Andrew S: I will have to get my accounting department to review this for you. It has a July date for cancellation because the server cancellation ticket was put in in less than 48 hours from the billing date.
Andrew S: I will have them review this issue for you.
Andrew S: How else may I assit you today ?
Customer: I sent another ticket days before, and it was lost. On July 19 I came to talk about this with one of your techs, and we were unable to access orbit
Customer: They said to wait until orbit was available again for us
Customer: This should all be saved in your logs, I hope
Customer: So, what should I wait for?
Andrew S: I am creating a ticket to the accounting department for them to give you an answer on the cancellation date
Andrew S: ok sir How else may I assist you today ?
Customer: Nothing else, thanks. We will be waiting for the reply.
Andrew S: Thank you for choosing The Planet again my name is Andrew and I hope you have a great day!
Thank you for using InstantService. You may now close this window.
Your session has ended. You may now close this window.

Not bad way to answer a customer who has been with theplanet for 7 years! Not only I am NOT bitching about the advertisers I lost because of the outage, since that's our fault, but I must also go through this strange - not to use another word - issue. I spent HOURS this week just to (not) being able to delete this server. I hope the fact of posting this on WebHostingTalk will help us and others in the future.

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The one glimmer of hope that was offered to me was one of their staff members, JasonS, who provided me with proof that somebody on the other end of the line had a pulse, albeit that somebody was unable to help me out.

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I want to share my history/review with leaseweb.com..

I needed a quick setup server for a Windows Media Services service, I have several servers at softlayer.com but I decided to test one of the most famous European providers leaseweb.com .

So I talked with their sales and told that I need a 24 hour setup server, I wanted only that. So the sales quickly make pay for 6 months of an express windows server. No problem until now.

24 hours later I contacted their sales, and they said that my server would be provider today or maybe tomorrow (48 hours later!)

1 day later I contacted leaseweb and they said that they didn't have any stock of hardware to make the server.

2 days after the order on this day morning I contacted their sales and setup team again and they said to me that my server would be delivered before the end of the day.

At the end of that day I contacted their sales and setup team AGAIN and they said to me that they don't have stock of windows 2008 or windows 2003 standard (? WTF ?), I talked with them for more than half an hour.

They wanted to give me for the delay a cheaper server with a windows server 2003 WEB. WHAT? A windows that don't even support windows media services and a cheaper server for their mistake?

I asked if I waited one more time if they would be able to setup any server with windows 2008 or windows 2003 standard, the answer was "we don't know"..

So letís resume, leaseweb only works from 9am to 5.30pm European time, they can spend 4 days without hardware or windows stock ( how is that possible ) and they want to apologize with a cheaper server with a cheaper windows...

....

So to any of you that have servers at leasewed.com , what will happen to you when some part of your server stop working?? You will have to wait more than 4 days for hardware stock, some days because of your windows licenses and some more weeks for support??

....

I would recommend anyone to pay more for a good company, not this companies that only can support your server 5 days a week for some hours a day.

I have asked for a refund at leaseweb.com letís see if that refund comes or not, maybe in 6 weeks?

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A thread titled "Leaseweb.com is very very bad!" has been closed recently "by request".
Don't know what it means. Kind of censorship?

Whatever, I'm going to tell you how they are good at Leaseweb:

They have no dectection of duplicated IPs, so they let you configure an IP belonging to somebody else on your interfaces.

If, evently, the problem is detected (somebody else complaining), instead of pulling the plug, they send you a mail, kindly asking you to remove the offending IP.

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And what about "somebody else" having his web site down during several days waiting for you to correct your mistakes?

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On the 21st of february, I called their administration about cancelling the server (they had a new offer, which suited me better & because I only wanted a fast network for this server, I didn't care about their support), I was told that if I submitted their cancellation form the same day or the day after, It would be taken care of before the end of the month. So I filled it in and sent it to them on the day after (22 february).

Today I called their administration to check if everything went ok (I didn't want to order the new server & pay the old one at the same time). I was told: No, it isn't cancelled. She checked that my email was there & indeed it was sent to them. She then asked me if I could wait a minute, so she could ask someone else what to do. She told me that she would assign me to a sales guy, who would be able to tell me more about it. He told me that the cancellation has to be done X days in advance. Which I did, then he said: It has to be done a month up front. I asked him why I was told that it would be cancelled on the 22 of february, but now I had to cancel it the 1st of february. He said it was a mistake. There was "nothing" he could do (or wanted to do). I don't have the time do anything about it, so I'll let it be and just pay for another crappy month.

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LEASEWEB Screwed Up My Site
i did a lot of research and ended up with leaseweb for the server needs of my new project.. i first got a 10mbps unmetred server and well all went fine..

we were growing at 1000% so i ordered for a 100mbps unmetered server n bam all the problems started..

first of all my server stated showing sql errors saying on the first page that cant connect to sql database n i had to reboot the server every 4 hours so that it does not so that error does not show up coz it sarted showing the error every 5 hours...

i sent in a ticket about the problem n they said none existed!

after a lot of shouting they finally after 2 days checked the server and the hard disc was replaced... n they could not take backups n m in file sharing n ALL my files were lost!

after this the WHM n cpanel stopped working... i sent in a ticket n they replaced the cache with the space taken up by the cpanel... n bam.. nobody could login in coz no sesions could be created...

one more ticket and they said pay 25euros for every 15 min of support... they tried charging me for soemthing they screwed up themselves... after a lot of mails they fixed that!!

nyways we were not given the giga port as was decided n i sent in a ticket n they said they will do it a day after and will change the IP n it is a small thing and the server has to be shifted n the new ip will be sent...

i said ok n they took my site offline for a whole one day!

if that was not enough they sent me the new ip n had done something wrong configuring the server and the name is poiting on the new IP but the site is not working!

now this is a lot... my site is screwed up for more than week now... n my site is no longer online from the last 2 days now! sent them another ticket n awiting reply n i had asked the godaddy support too n its d server issue...

this is bull ****... m sry for the language but m desperate...

tell me what to do? m tired of all this...

i spent $10k on this projct n we reached world rank 3300 in just a month n now my site is no more!

i am practially near being broke... n the lease web ppl are still charging me for the server that is not even working!

tell me what to do?? can i take any legal action?

all the users of the site have shfted to other alternatives and n i have lost whatever i made n my site still not online!

this project is dear to me n leaseweb screwed it all up!

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Leaseweb Mail Servers
I have configured my yahoo domain to use Leaseweb shared Linux hosting by changing my A records to my hosting IP. When I check my yahoo domain control panel I see,

Type: >>>>>>>>>>>>> Source: >>>>>>>>>>>>> Destination:
CNAME Record>>>>>>>>>>>>>mail.mydomain.com>>>>>>>>>>>Yahoo! Hostname
Problem

All my email addresses that I created from Leaseweb plesk control panel can not receive any emails (test emails bounce back with a failure notice)

I think I have to change the above CNAME record in yahoo domain control panel to leaseweb mail servers.

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Rented Out A Sever From Leaseweb
I rented out a server from leaseweb for 6 months (prepaying) before doing any real researching.. the price was great but the support apparently sucks. Now that I found this out, and my server hasn't been setup yet, I want a full refund. I've contacted them via email, but yet to recieve a response; who should I contact or what should I do.

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Another Bad Experience With Leaseweb
We ordered dedicated server on leaseweb in beginning of April 2007. We are small company so selected most cheap of available solutions. All what we needed is some reliable network and hardware for our services, to make it stable for our customers. I paid from my personal Visa, it seems it was a mistake and we needed more reliable way to pay to Leaseweb, anyway I think this is not related to problems we experienced. It was agreed that Leaseweb will charge us automatically at the beginning of every month, using same card.

Everything was just fine for several months. We received invoices by email, I checked bank records periodically and made sure card is billed. First alarm came at the beginning of October 2007, when I received odd email from Leaseweb re: Final Payment Reminder marked as URGENT. I checked bank records and found that we are actually charged for this. I contacted Leaseweb and asked what's happened (ts #302732). Reply was very short: "Apologies. Please ignore the reminder. It has been paid". Well, fine, we understand, such things may happen sometimes, no problem. So we forgot about this small incident.

Next one happened early December 2007. Same situation, but this time nobody billed the card. Requested Leaseweb again, answer was "Unfortunately this seems a little error from our side. Please ignore the reminder as it has been successfully debited." (ts #321403).Well, okay.

But it happened again in beginning of January 2008. This time I sent short message like "guys, tired from your small errors", nobody replied, but issue was resolved.

When it happened next time in March, I ignored it (not specially, just missed the mail).

It seems issue was resolved, however, and charge was made.

All the above cannot be considered as a serious problem, just some unpleasant and alarming thing. Real problems started in beginning of May 2008, when my card became expired. Leaseweb administration informed me they are not able to bill me anymore, and asked for wire transfer. I updated Financial section in SSC with new card info and asked to repeat the bill with these ones because I have no chance to send wire transfer by 9th of May. They said ok (ts #374569). No more questions or requests from Leaseweb.

19th May our server got down without any visible reason. When I contacted Leaseweb, they said I didn't pay invoice, and if my card info was changed why I didn't send new credentials to them etc. I replied "how so, I updated SSC, I informed you, you said ok" etc. No reply. Then 21th May they restored the service and sent apologies(ts #374569). I think it is not necessary to explain how much fun we had in these 2 days. We had to urgently restore sever on our local network that is not reliable enough but better than nothing. Switching DNS, payment processors, setup of app and DB etc. But we didn't complain. I decided there is a part of my fault here, I didn't performed necessary actions in advance. So we just moved everything back, and forgot about the issue, and were hopeful our problems with leaseweb will not happen earlier than card is expired next time. But we were wrong.

7th June server was disconnected again, with no any alert, notification or even invoice.

Just disconnected. More than, when we checked it, we found that our IPs are used by another server already. I sent quite angry mail to Leaseweb, we started to restore server from backup and damn Leaseweb. 17th June (! in 10 days, can anyone imagine?) they wrote:

"Your server has been decommisionned by accident. We can offer you 1
month for free if you want for a new server with the same
specifications." (ts #374569)

No comments, except that we refused the offer. Our losses only on refunds and CHBs are much greater than "1 month for free", not counting other losses that we cannot estimate in money yet. But even if these guys by some miracle suggested to compensate all the damage, it would not change anything. Idea of use dedicated server is service stability.

But stability is just not possible with these Leaseweb terrorists. Nobody knows what bomb they will blow up in another couple of months.

In summary, I think people who works with Leaseweb take significant risk for their business. I'm just hopeful this story will help to make right decision for some people.

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Just One Bad Leaseweb Experience.
Wherever Leaseweb offers or offered colocation or dedication the computer floors are always overheated. Prevention of Power failure is reduced to the absolute minimum. This month they had problems again in their socalled own datacenter. Nobody ever mentioned that the center they use in Haarlem Holland is not even theirs. The problem occured again when we were looking for a provider, beginning of this month. We all know when the temp goes up on the floor, the server goes down: laws of nature!

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Spam Issue At Leaseweb
I've sent out a single opt in newsletter to my members for the first time and got two spam complaints from spam cop that were forwarded to me from leaseweb.

Some people must have signed up using somebody elses email address.

How grave is such a complaint and what do I need to do to avoid this in the future?

The emails contained an unsubscribe link etc.

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Leaseweb 2 Year Review
I've been with LW for about 2 years now, and have had 3 servers with them.

I recently ordered a big storage server, 2tb space and 4tb bandwidth, and canceled my 2 other servers.

The switch went like a dream.

My first server I had for over a year and a half, and what I noticed after awhile was that my server never went down, never a problem or network glitch.

There were a couple incidents in 2006, but one lasted around 5 minutes, and the other less.

After that, through the rest of 2007 and 2008, there have literally been no slowdowns, no network hiccups, and I am usually logged into SSH 24/7 so I notice.

All my users keep giving me a 10/10 score for the hosting uptime, and they are all very happy with how stable it really is.

As for support, I have used support maybe 5 times, two times to order more ip's, and the other times some random stuff about my server.

Usually I would expect an answer within 10 minutes, and that's usually the case, sometimes 30 minutes though.

But really I don't use support much to say how consistent it is.

But either way, I swear by LW. As long as I have a server or more, they will always be at LW, because all my stuff is never down, and I trust them now.

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Move Out From Leaseweb To Fdcservers
I've made a great mistake when choose leaseweb. I'am already have 2 days delay for my unmetered server setup, made 4-5 phone calls to them, and every one of them i'am hear "tomorrow, mister, how we can help you?" it's 15 days as i wait already. I'am tired of that, so i decided to make a refund there. What do you think about fdcservers and their "100Mbit port - full duplex" is it really great? Anyone use it? What about support and set up time?

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Bad Experience With LeaseWeb
I ordered a dedicated server from them 31st of August. The server was delivered about 36 hours after my payment, which is OK.

However, the root password in the email I received from them didn't work. I instantly mailed them back, and it took about 12 hours for them to fix the problem.

After logging in, I noticed that my server wasn't running Debian, which I specifically requested, but CentOS. I instantly emailed them back, and asked them to reinstall Debian. It took them about 8 hours to ask for my root password, which I of course had changed by then. I replied with the right password, but up until this moment, I haven't received another email from LW telling me what they are planning to do with this problem.

I know, you don't get any proper support from LW without paying hundreds of dollars for SLA, but this goes way beyond my imagination. After all, I haven't received what I ordered. They really should support AT LEAST that, right?

I'm going to ask for a full refund tomorrow, if they haven't fixed the problem by then. Never gonna go with LW again.

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Leaseweb Bad Support
I order a server on 20th or 21st nov 08, and they said i will get it on 27th, I ask them many times to make that sure. finally i got it 28th. Again ok, it's just 1 day.

I ask for a 8 * 1 TB HDD and also the HDD for OS,

but now i don't have that 8TB HDD on my server, I send them ticket today it'self many time... even talk with their sales person who said he will give priority to my tiket and when i call it say their support is only from Monday to Friday...

No i donno what to do. Before i order the server i had a talk with the sales person,

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Warez At LeaseWeb Network
I think that most of us know that very big no. of warez links sites keep sites at LeaseWeb network.

Is that mean that LeaseWeb allow warez links?

I contacted thaem, but they say NO, we do not allow any kind of warez. Not true how I can see...

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First Bad Review - Leaseweb
i guess this is the first time in ... 6 years since i do online business, that i ever got this kind of bad service.

I purchased a server from leaseweb, a dual xeons, on 13 nov 2008. They said that activation takes 7-9 business days. As weird as it seems i asked first if the delivery could be speeded up, and after 1 day they answer to my mail, that the delivery cannot be sped up, because that's that.

Don't get me wrong here, but as far as i know a datacenter operates 24/7, not with business days and holidays.

I sent a ticket in yesterday, and i got no replies, and as far as you see my server should have been delivered the LATEST, on 24 november.

It's 26, and they way you saw server from Leaseweb ... i saw it too.

Anyway, this is just my experience, and i might just have ran into a tech that did not eat his pizza today, and became grumpy, and thats why i have waited for 2 weeks for my server with no resolution.

Anyway, i am filing chargeback now on paypal, as i don't feel like getting the server anymore.

LE: My SSC username and password is not working anymore either, for some unknown reason.

Paypal dispute charged. ... All i can say is wow, i have been very fortunate so far, and ... i NEVER encountered such lousy customer support.

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Leaseweb Web Hosting
does anyone have experience with Leaseweb's web hosting services?

How are they doing on this department?

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Leaseweb, Terrible Support
Bad support, i mean TERRIBLE SUPPORT, unless you pay at least ~200$ a month for a support package.

Basically server went down yesterday, tryed to reboot the server using the APC, no go, tryed again, no go. Called customer support, had to pay 149 euros ($236) an hour to get someone on the line (it wasn't office hours). The person i had on the phone asked me to start a support ticket, no problem, support ticket started with a reply that it will take a while and that the server will be taken a look at the next morning. Big problem, losing money here, hello??, this never happened with layeredtech or theplanet, what kind of company is this? Whatever i'll wait untill next morning, next morning i call support again, they are telling me that the server is currently looked at. Awesome! Finally some action. Btw, i ordered another server a few days back and i was also promised to get it today around 3pm. It's 3pm now, no answer for the server which is down and no information about the new server i ordered. My business partner calls them again, asking what is going on, they are telling him that it takes a while to scan for files. What files? euh? I only requested for a reboot and asked them whats going on? running a fsck for 6 hours straight? It's 9PM now and i am still waiting for the server to get backup or at least get some feedback, .. but nothing from Leaseweb, only promises that they are looking at it since 9am this morning. The new server i ordered has still not arrived either.

I'm Dutch myself, i have 3 servers at ThePlanet since 2002 or something and a few at Layeredtech.com recently and i really love their service, as i started a new project for the Dutch market i decided to try Leaseweb out as they are located a few KMs from me, but i am getting some major second thoughts now. If the server will not be online tomorrow AND if i dont get my new server information before tomorrow 5PM i will be forced to unbind our old and new contract (Dutch law) and never recommend you to anyone.

Ticket #369756 and #370074 in case a Leaseweb staff is reading this.

Has anyone else experienced a similiar issue before?

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Leaseweb Or Pacificrack Or Limestonenetworks
I want to buy Dedicated Server...

What do you suggest me and why? plz also mention the reason..

leaseweb or Pacificrack or limestonenetworks

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LEASEWEB Stop Playing Game
Leaseweb where is the cancel server link hiding on your website? I want to cancel my server, but conveniently that link to download the cancellation form is broken. Come on Leaseweb

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