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Virmach Ticket Response + 20 days So Far - Your experience?
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Virmach Ticket Response + 20 days So Far - Your experience?

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.

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Comments

  • yoursunnyyoursunny Member, IPv6 Advocate
    edited August 31

    @MTUser2012 said:
    IP changed and my service disappeared

    If you have service on a new IP, your service did not disappear.

    @MTUser2012 said:
    What is a typical wait time?

    120 days.

    @MTUser2012 said:
    Can you pay extra to get a faster response?

    Priority department, $15 per ticket.

    Thanked by 2MTUser2012 dedicados
  • netomxnetomx Member, Moderator

    Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums

  • JarryJarry Member

    ~20 days? That's not worth opening new topic. Response time @VirMach is now counted in months (if not years)...

    Thanked by 1webcraft
  • Your server had Ryzened... Maybe you can check SolusVM and connect by VNC?

  • iqbaliqbal Member

    they didn't answer my ticket and my VPS has been offline since July..

  • DevasDevas Member
    edited September 1

    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.

  • cybertechcybertech Member
    edited September 1

    @netomx said:
    Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums

    not really, they only give updates (if any) there and sporadic response.

    Thanked by 1netomx
  • vyas11vyas11 Member
    edited September 1

    @netomx said:
    Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums

    How many forums are we talking about?

    Thanked by 1netomx
  • Cancel the service and move on. Find a realible provider.

    Thanked by 1WebProject
  • jmaxwelljmaxwell Member
    edited September 1

    @MTUser2012 said:
    I opened a ticket with them 20+ days ago. No response so far. What is a typical wait time?

    Mostly a few months or years and with all that is going on now, maybe never.

  • SaahibSaahib Member, Host Rep

    @MTUser2012 said:
    Virmach Ticket Response + 20 days So Far - Your experience?

    To answer this question, I would say that you must be "Living under a rock" if asking this about virmach.

  • deqideqi Member

    they dont answer tickets.
    at all.
    never.

  • Daniel15Daniel15 Member
    edited September 1

    @vyas11 said:

    @netomx said:
    Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums

    How many forums are we talking about?

    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.

    Thanked by 2vyas11 netomx
  • WebProjectWebProject Member, Host Rep

    @Sanjue007 said:
    Cancel the service and move on. Find a realible provider.

    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.

    Priority department, $15 per ticket.

    Why to pay for a response? If the issue with their service

    Thanked by 1titus
  • titustitus Member
    edited September 1

    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" :)

  • netomxnetomx Member, Moderator

    They have answered my tickets

  • @netomx said:
    They have answered my tickets

    Mod privileges

  • Average ticket response time is 6-9 months. 20 days is virtually 5 minutes ago.

  • sean456sean456 Member
    edited September 2
    • Suspension
    • No Refund
    • InNode Usage
    • High Recurrent
    Thanked by 1vpsguy
  • @dahartigan said:
    Average ticket response time is 6-9 months. 20 days is virtually 5 minutes ago.

    your waiting time has been doubled

    Thanked by 2alilet skorous
  • @vyas11 said:

    @dahartigan said:
    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.

    Thanked by 3Alireza vyas11 hostdare
  • @dahartigan said:

    @vyas11 said:

    @dahartigan said:
    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

    Thanked by 2hostdare dahartigan
  • BharatBBharatB Member, Patron Provider

    @MTUser2012 said:
    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.

    Dont worry, your data should be safe, they run image level backups every so often.

  • @BharatB said:

    @MTUser2012 said:
    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.

    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?

  • netomxnetomx Member, Moderator

    @jmaxwell said: Mod privileges

    hahaha it was an automated-closing reply

  • @TimboJones said:

    @BharatB said:

    @MTUser2012 said:
    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.

    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?

    Sarcasm probably

  • huffaudreadshuffaudreads Member
    edited September 3

    @netomx said:
    Virmach has problems right now with their Ryzen upgrade and DC changes, I thik they respond quickly on LES forums

    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,

    Thanked by 1iqbal
  • cybertechcybertech Member
    edited September 3

    @huffaudreads said:

    @netomx said:
    Virmach has problems right now with their Ryzen upgrade and DC changes

    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

    Thanked by 1cold
  • We all know vir only close tickets, what are you expecting?

  • LisoLiso Member

    Virmach the only provider who can get away with hundred unanswered ticket

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