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@virmach
Have you submitted a ticket?
https://virmach.com/manage/submitticket.php
ticket was already opened, i try to contact on arin whois email, office contact, website contact, PM on wht , PM on lowendtalk, from last 24 hrs, but finaly thank to lowendtalk, and i got response
It's the holidays. You need to calm down.
today is Tuesday , i am trying to contact from Monday, by the way ticket response on normal day also take 12 to 24 hrs,
if you are the team member of virmach, i will provide you ticket no, and check what was happened, i ask again in again to unsuspend server, how much payment you want, i am ready to pay, but staff was not ready to unsuspend , and asking that wait for the next month, any way now issue is resolved, if any thing happened again, i will update this post
send me $1000 usd.
debian thx
my dedicated server was down from 24 hrs, and you are joking, i ask with virmach for bandwidth upgrade
I am not a team member but today is a public holiday in a lot of countries. It sounds like this is a billing issue that would be resolved within normal billing hours.
They are in the central US, so it's late monday night there right now. I'd wait another day or two before worrying.
I got a low priority ticket solved in less than 12 hours yesterday (Monday 26-th of December).
Thank you VirMach
what is the ticket response time of ovh ?
A few days to a few weeks for billing/sales tickets from what I hear.
no what is support response time,
Since the customer is making a big deal out of this, I'll go ahead and explain what happened in chronological order.
The average response time to the customer's replies was 1.4 hours. One reply took 4 hours due to being escalated. Another took 6 hours because it was created near midnight on Christmas. Two replies took 1-2 hours, and the other 6 replies we gave took under 30 minutes each.
You're acting like you didn't receive a response for 24 hours. Your original issue was resolved in about 10 hours due to complications and bad timing. Your second issue started 8 hours after the previous issue ended and was independent. This one took an hour to resolve.
SImply not true. You have seven tickets created with us before this.
Ticket #1 - No reply, you closed the ticket
Ticket #2 - Most replies within 10 minutes, a few within 2-10 hours (midnight)
Ticket #3 - Resolved completely within 10 minutes
Ticket #4 - Responses within 4-5 hours
Ticket #5 - Response in 8 hours (question about stock levels, had to be checked)
Ticket #6 - Response in 12 hours (had to be custom quoted from DC) and a few days for response from DC
Ticket #7 - Responses in 4 hours, and 12 hours (created at midnight, had to escalate to DC)
The only situations where it fell into 12 or more hours was when the datacenter had to be involved.
There's a difference between your service being down and not purchasing enough bandwidth for your service. Your server was technically up the entire time, our system just cut off the network access because you did not have bandwidth left.
In any case, two different suspensions occurred for different reasons and it was not 24 hours.
Suspended 12/25/2016 22:02
Unsuspended 12/26/2016 12:09 (That's 14 hours)
Suspended 12/26/2016 20:34 (8 hours later)
12/26/2016 22:06 (Suspended for 1 hour)
For reference, anyone who is interested about our general response times.
The customer's unsuspension was handled properly and in a timely manner, especially since we have a lot of backlog of tickets from Christmas sales, Christmas, as well as his original ticket being created at midnight.
He must have really pissed off Syed, because I got an exasperated reply to my request for mounting an ISO. I've been there, so I can relate- but I was a bit surprised since I try not to ask for too much- even if I am a cheapass.
I mean, thats specifically why I dont ask for much. Being a cheapass and expecting sub-12 hour response times (which were better here) kinda goes into two different directions. I start being concerned once 2 days have passed without any reply.
My initial request was about two days ago, but I'm a fuckpocket and typo'd an IP outside of normal IPv4 space, so it was like an episode of CSI:Miami or something.
Virmach has remained professional.
Props for the well-formatted post.
This man was shot while in the fast lane, Lieutenant Horatio!
Guess he just wasn't...
sticks on shades
...fast enough.
YEAHHHHHHHHHHHHH!
Guess VirMarch has a flood of orders these days, not to be easy to sort out everyone who send a tickets..
I've always had kind, courteous and fast responses from @Virmach. Usually an hour or two for first response and faster for subsequent responses to the same ticket.
Funny how unresponsive the customer becomes now that @Virmach stepped in.
His ISP cut his internet too.
Welcome to LowEndSupport! Have you tried to submit a ticket and wait at least 24 hours for a response?
Did you read the whole thread?
Reading is a skill - not many possess it
Many can read, problem is with understanding what they read
Do you have strict limits on bandwidth or is there some leeway before suspension? Are there any warnings when a customer is approaching their limit? I have a VPS with you so I am somewhat interested.
Secondly, can you put a link on the main page for the solusvm, it would be really useful.
Thanks
here is the whole situation,
i try to call and send email , get detail from, at this time still i did't recived any email back or call back, thats auto record say , i will call back,
https://whois.arin.net/rest/net/NET-107-173-176-0-1/pft?s=107.173.176.5
i try to call , get detail from here
https://who.is/whois/virmach.com , but no seems to be wrong
i request too many times to create invoice of the extra bandwidth of 1TB , but staff was reply was totally unacceptable, after some time staff unsuspend the server but its suspend again after 1 minues, let me share the screen short of the staff and my reply in this ticket
Note: check the screen short , how much time i tell him that i am ready to pay any invoice create it , i will pay, unsuspend the server, but .............
after syed unsuspention, server got suspend again with reason paypal fraud, but no any notification, even no any notification of bandwidth usage, every provider send bandwidth notification of 80% usage 90% usage,
screen short of the ticket that can show my and staff reply
1) http://imgur.com/a/NUovL
2) http://imgur.com/a/D93ou
check my reply that i told him i will pay for extra bandwidth, but hi still not creating invoice and not unsuspend the server
3) http://imgur.com/Pkq4p3b
4) http://imgur.com/a/iUosB
now when he unsuspend the server , server suspend again after 1 minutes,
5) http://imgur.com/a/F1VaZ
now check server unsuspend again after 4 hours
6) http://imgur.com/a/StHIT
now check server suspend again without any notice that site are hacked on server suspend it, even in the ticket i reply in minutes and couprate as you want i am ready
and server got down again for 1 hours
7) http://imgur.com/a/UiYqx
now count the total down time of server, even i reply in each ticket , if its need extra, i will pay and create invoice,
another issue also need to attention, that server auto suspend after 11TB bandwidth, and they set customer to Bandwidth Over Limit 1TB, but at the end they also ask for that payment also
So you were asked to pay the overage, and paid it. all while not clearly saying to he staff you want to put extra bandwidth. You then got suspended due to an abuse report related to something hosting on it. Im not sure you see where you went wrong here....