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Virmach Ticket Response + 20 days So Far - Your experience?
MTUser2012
Member
in Help
Hello, I have a small VPS with Virmach that had an installation of Cloudmin. With no notice to me, the IP changed and my service disappeared. I opened a ticket with them 20+ days ago. No response so far. What is a typical wait time? Anyone aware of any method to escalate? The Virmach ticket system will not let me supplement my ticket with a request for a status update. Can you pay extra to get a faster response? I think at this point, I would be willing to pay.
I also know that I could wipe what is installed at the current IP and reinstall. But, I am hoping maybe my installation is somewhere and can be recovered.
Comments
If you have service on a new IP, your service did not disappear.
120 days.
Priority department, $15 per ticket.
Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums
~20 days? That's not worth opening new topic. Response time @VirMach is now counted in months (if not years)...
Your server had Ryzened... Maybe you can check SolusVM and connect by VNC?
they didn't answer my ticket and my VPS has been offline since July..
20 days? Haha, that's 20 minutes ago for them. I have an open ticket from 7th April (since when all my services have been offline) without any reply. I've given up on them, one service already expired, and the two remaining ones will expire in November. I believe they are actively looking to push clients out... in my case, quite successfully.
not really, they only give updates (if any) there and sporadic response.
How many forums are we talking about?
Cancel the service and move on. Find a realible provider.
Mostly a few months or years and with all that is going on now, maybe never.
To answer this question, I would say that you must be "Living under a rock" if asking this about virmach.
they dont answer tickets.
at all.
never.
People often say "forums" rather than just "forum". This dates back to some older forum software where each separate board was sometimes referred to as a "forum", and you'd have multiple boards on a single site. Vanilla (and others like Discourse) dropped boards in favour of lighter-weight categories so I guess it's not really relevant any more.
It’s not the answer to the OP issue, if it’s unmanaged service so understandable that noting to do with customer software or settings issues on VM, but the issue is caused by incompetent provider migration, customer was in US datacentre and end up in Netherlands / Nigeria / Iraq or if someone reinstall OS will cause loosing IP or network on VM. I don’t think anyone will be happy with such service.
Why to pay for a response? If the issue with their service
I have many small VM with them, and probably i'm lucky because at the moment all of my VPS online and reachable. So I'm happy about it. But the migration process was problematic (with lot of error, slowly handled backend issues, random node reboots, not enough information etc). I was able to solve 1-2 problem with LET community help only (thx!). I hope, they will be able to restore all services and reputation, because I like my small VM's from them.
If someone follow the user responses on LET (I tried it), then visible: their ticket supports is very bad long time ago (slow, unhandled issues, merged different tickets into one). If something goes wrong (from provider side), the end user can feel alone himself with his problem. Probably they started a lot of changes in a short time, with a small team. (New location, new DC's, migration processes, own equipment usage instead renting them, maybe dispute with their old DC). They try to do a lot of things with automatisation (ticket handling etc), but lot of problem is unique, and stay unhandled without manual, human support. And looks like they stopped the communication here too. So my feeling is very mixed about that's all. But I try to "trust in the future"
They have answered my tickets
Mod privileges
Average ticket response time is 6-9 months. 20 days is virtually 5 minutes ago.
your waiting time has been doubled
Send bobs for faster response.
Send responses for faster bobs
Dont worry, your data should be safe, they run image level backups every so often.
What? I've seen no where advertising regular backups for free. Where is this in writing?
hahaha it was an automated-closing reply
Sarcasm probably
Virmach left lowendtalk
It is damaging lowendtalk's reputation and hurting many users
Many servers are out of service for months,
I think Virmach account should be banned,
not gonna happen, Virmach payed $200
We all know vir only close tickets, what are you expecting?
Virmach the only provider who can get away with hundred unanswered ticket