PowerVPS / Defender Hosting Support Unacceptable

Jul 15, 2007

We’ve been with PowerVPS for approximately two years given the positive recommendations from WHT.

Few days ago, our site was hit by the MPack Malware and has affected ALL domains on the VPS as well as the cPanel/WHM core file. We have since secured the vulnerability and cleaned the important domains. Yesterday (July 13th) we requested a full VPS restore to be initiated from the July 11th nightly backup to ensure any other unknown changes are rolled back. We were quite disappointed to be told that there was no backup from the 11th available and that the latest would be the 9th. This came as a blow as they advertise nightly backups for their VPS Servers.

Here is their backup process from their support site:
---
PowerVPS backs up your VPS nightly to a dedicated backup server with a raid5 or raid10 array. The nightly backups are incremental [1] for six days, and on the seventh day a weekly full backup [2] is performed. Two full backups are kept and the old ones rotated out automatically.

As many as fourteen backups are kept at any given time. The automated backup scheme allows for enough room for full recovery from the incrementals (which require the most recent full backup to exist), the other full backup, and still leaves room for customer initiated backups.
---

As a result, we have asked for the July 9th backup to be restored and it has been a full 18 hours now which they claim is to create a list of file differences and than the actual restore, which the later has yet to start. Although I do not know the exact process on their end, I cannot imagine how if the server was non-functional, that a restore that has so far taken 18 hours and counting, with no ETA, would be acceptable. Add on top, the lack of nightly backup from the night before.

If anyone could shed light on how a restore could take over 18 hours, please chime in. As for now, I am one very disappointed customer.

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SolarVPS. [UN]managed Support Quality Unacceptable To Me

Aug 28, 2008

I have very sad experience with solarvps and their support quality these days. I'm their user for over year now. Minor problems appeared rarely, but in those cases support reacting time and quality was simply excellent.

Now something wrong happened with them. To problem ticket, which priority is defined as emergency, they answer after 4 hours. Now i'm waiting for last answer already 11 hours.No answer till now. And server is not usable, our customers ar ready to eat us alive. It's going third day as we suffer from problem.

Ok, lets say their support staff is unable to solve this complex problem. But they should at least inform customer what is done to solve problem, what means are used and what's the current situation and problem solving progress. At first problem day they used to reply godaddy-style short zero-valuable comments, that have nothing to do with problem essence and solution. They simply don't try (or unable) to understand problem deeply enough.

This message to forum has mainly two targets. Primary is to get problem solution from all of you, who may have experienced same problem as me, since i already lost my hope to get problem solution from solarvps. Second - to kick *** solarVPS a bit for poor service quality.

And here is the problem.

VPS system: windows OS, 384mb of ram (venusX package).

As soon as i start apache server, or IIS server, or whatever server that is listening to port 80, same moment TCP connection count (measured by windows 'performance' tool) rises to more than 300, usually 600. Then all http requests are rejected, website is completely down. It is notable, that problem is clearly not caused by heavy http server loads. Problem appears on even low load. Stopping http server causes connections to fall to normal level, nearly 0. Starting again suddenly causes problem again. Connection count jumps rapidly to >300.

This problem appears about 30% of all time. There are periods problem does not appear, server functions normal. No problem regularity found.

It seems that connections are stuck at OS or physical level, they are not even handled by apache. Apache logs show no or little activity when problem happens, CPU usage is very low. Only very small part of requests are passed to apache. Others are just gone, although large amount of connections are shown by system. Seems they are somehow 'hung' and stay too long not disconnected.

When trying to reach website through browser, firefox says 'connection interrupted' at same moment. This again shows that requests are not even processed by apache. In case of heavy load 'time out' would appear after several seconds only.

At early stages of problem i suspected two causes: apache server software problem or DoS attack. Both of these were denied. Apache was reinstalled (and IIS, lighthttpd 'causes' the same problem too). DoS as cause was denied too, as traffic does not seem suspicious.

At this moment i do not know what to suspect, but its almost clear it's solarvps problem, not mine. As long as they did not deny it and got full understanding of problem. I could suspect virus, making DoS in their network, router physical disorder, what else? Anyway their problem, not mine. But his becomes my problem, as i have no service for third day.

I do not blame solarVPS for problem. Problem is realy mystical and interesting, it may happen to anyone. I just say that their support reacting time and quality is pathetic in this situation. And i miss adequate work to find problem cause.

Anyway they have work around to solve problem - move my whole VPS account to another physical server. But they don't answer about this.

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We currently have a VPS with PowerVPS and their support is amazing. I cannot complain they are excellent. Now we are planning to get another VPS but we might not get it from PowerVPS as much as we love to get it from them. Because at the same price we can get 3 times the specs from ModVPS. I just want to know if ModVPS' support is as amazing as PowerVPS.

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Sep 24, 2009

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As we are a hosting company and normally have an extremely good amount of uptime, when is it time to give up on the provider? I am extremely concerned this will become regular and our uptime will simply continue to go down the drain, however, they have been good and have been the main attribution to our 100% uptime (along with our great technicians and hardware).

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Sep 13, 2007

I'm not going to out the provider before I hear their explanation of it, but I've just had a very unnerving experience with a VPS provider.

Last night my server was experiencing latency issues, but I thought nothing of it until the server went down. I thought the network went down, but it appears that the server went down for emergency maintenance. That's fine, but it would have been nice if they alerted me of it. It went back down an hour later, so I sent my provider an email asking why I could not access my server and if they were aware of the problem.

I receive a response from someone asking for my root password and that they would take a look (he is referring to the latency issue I mentioned, but I was still completely unable to access the server at this poihnt, so I could have cared less about latency -- I just wanted the server up!). I explained the server was still down and asked if he knew anything about it, and this is when he told me about emergency maintenance that had to be done on the server. I also asked if he could ping my server (wondering if it was just a problem on my side), and he responded that he could if he "unpaused the server". He then asked me again to send my root password to diagnose the pinging issue. I think nothing of this email and went to sleep, expecting the issue to be fixed in the morning.

I wake up this morning and my server is still down, but now it's apparent that the host is fine, so I shoot back another email asking why my server has been paused. Fast forward 3 hours, I get a reply with him telling me that I was evasive about giving my password -- I would have gladly given a temporary root password, but I wasn't about to send over my regular password in cleartext over email. This is the part that really bothers me. He then told me that he looked around the files on my server to see if I were hiding anything. I cannot understand how me not giving my root password means I am hiding something. My server was down -- I couldn't change my root password to give to them since they had it paused. If I were abusing bandwidth, I could understand.

All this just because I didn't give him my root password? Am I in the wrong?

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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.

Many thanks.

Harrison

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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.

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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.

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I've been with Zoom for 2 years now, and I'm leaving as soon as I find another host.
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Here's how tech support has worked for me when this problem comes up:

1. I go on and open a chat with support.

2. Someone In India eventually says hello to me.

3. I state my problem.

4. Long wait.

5. Someone In India eventually comes back and says "hello" again.

6. Now I'm pissed. I tell Someone In India what the problem is and give her email
headers and tell her to pay attention.

7. Another long wait.

8. This Someone In India gives me an email address at zoom to email directly about this problem.

9. I email TheAddressIWasGiven @ zoom explaining my problem...and THAT EMAIL BOUNCES! Despite the irony of having an email begging for help with bounces get bounced itself, I am not amused.

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11. I fill out an online support and send it in. I wait No reply. Emails to Yahoo still bouncing.

12. I fill out another one. I wait.

13. I get an email telling me my second support request is being closed since they are working on the first one. Really? First I've heard of them working on it.

14. 20 minutes later I get an email saying they're working on the first request.

15. A day or so later, I get an email telling me it will all be fine in a day.

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