HXServers | Our apologies | RCA | What happened?

dev_vps · October 2023

The issue I see is that with $4 and $8 (after spookified 50% discount) plans are not competitive with other offers on LET

HX Servers needs to review business plans, revenue outlook and long term growth.

This is going to be pretty challenging and BF deals are not going to make things easy either

dev_vps · October 2023

@hxservers said:

@dev_vps said:

@hxservers said:

@dev_vps said:

@hxservers said:

@lala_th said:
What do you think about a great discount ora very limited offer as apologies?

Our offer is a free VPS for a month to affected customers, with a price lock on what they were paying before the disaster.

When are you going to take care of my ticket?

Ticket #XEF-930314

I've responded to you.

And I have responded to you in DETAIL.

If you are even 1% sorry, re-create my terminated VPS asap

You terminated my two VPS with data without any notice email of even 8 hours.

Your VPS' were made within seconds of you providing us the information we needed.

@hxservers
My terminated VPS had Ryzen 7950
The replacement VPS has EPYC Milan

so it is not same replacement

Don_Keedic · October 2023

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

dev_vps · October 2023

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Don_Keedic · October 2023

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Yeah that's definitely not a 7950.

tentor · October 2023

@Don_Keedic said: If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

I think it is too unreliable source for virtual machine. Better measure single core performance and if it is within acceptable threshold take it.

Don_Keedic · October 2023

@tentor said:

@Don_Keedic said: If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

I think it is too unreliable source for virtual machine. Better measure single core performance and if it is within acceptable threshold take it.

How is min/max CPU frequency unreliable? They don't make 4.5ghz EPYC. The highest frequency EPYC model is AMD EPYC 9274F @ 4.05 GHz, which would be at least in the ballpark - 3.4 ghz is a far cry from 4.5.

tentor · October 2023

@Don_Keedic said: How is min/max CPU frequency unreliable?

I mean, you won't see the real frequency from within the virtual machine. However as long as actual performance is within your expectations, you should be fine even with generic QEMU CPU shown.

WhiteRoseG · October 2023

@hxservers Maybe you can post a screenshot of the Node ?

Now iam also curious, again false advertisement ?

Don_Keedic · October 2023

@tentor said:

@Don_Keedic said: How is min/max CPU frequency unreliable?

I mean, you won't see the real frequency from within the virtual machine. However as long as actual performance is within your expectations, you should be fine even with generic QEMU CPU shown.

AMD Ryzen 9 7950X 16-Core Processor|1 physical processor; 4 cores; 4 threads|4x 4499.98 MHz|

Looks pretty real to me.

Don_Keedic · October 2023

@WhiteRoseG said:
@hxservers Maybe you can post a screenshot of the Node ?

Now iam also curious, again false advertisement ?

My client ended up with an EPYC - didn't matter because it wasn't super important, but it certainly wasn't a Ryzen.

WhiteRoseG · October 2023

@hxservers I will stop now in this discussion, but you have to take your clients more serious and stop lying. Do these 2 things and your bussiness will flow, even when your not the cheapest !

hxservers · October 2023

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

hxservers · October 2023

@Don_Keedic said:

@WhiteRoseG said:
@hxservers Maybe you can post a screenshot of the Node ?

Now iam also curious, again false advertisement ?

My client ended up with an EPYC - didn't matter because it wasn't super important, but it certainly wasn't a Ryzen.

Really? Because we don't use EPYC CPUs unless your client was in Dallas.

Don_Keedic · October 2023

@hxservers said:

@Don_Keedic said:

@WhiteRoseG said:
@hxservers Maybe you can post a screenshot of the Node ?

Now iam also curious, again false advertisement ?

My client ended up with an EPYC - didn't matter because it wasn't super important, but it certainly wasn't a Ryzen.

Really? Because we don't use EPYC CPUs unless your client was in Dallas.

Well you do use EPYC CPUs given my client got one in Dallas...so not sure where the "surprise" is coming from. The thing that's most surprising is the fact you admit that the hardware specs you advertise on your website are actually false.

Should have had your #2 guy updating your website and PR work instead of doing announcements.

hxservers · October 2023

@Don_Keedic said:

@hxservers said:

@Don_Keedic said:

@WhiteRoseG said:
@hxservers Maybe you can post a screenshot of the Node ?

Now iam also curious, again false advertisement ?

My client ended up with an EPYC - didn't matter because it wasn't super important, but it certainly wasn't a Ryzen.

Really? Because we don't use EPYC CPUs unless your client was in Dallas.

Well you do use EPYC CPUs given my client got one in Dallas...so not sure where the "surprise" is coming from. The thing that's most surprising is the fact you admit that the hardware specs you advertise on your website are actually false.

Should have had your #2 guy updating your website and PR work instead of doing announcements.

The hardware specs for Dallas was clearly listed as EPYC 7501 on our product ordering pages.

Don_Keedic · October 2023

In case you forgot, from your site:

"All VPS plans are hosted on enterprise NVMe SSDs, powered by AMD RYZEN processors, and protected by an anti-DDoS network. An intuitive VPS control panel allows for total control of VPS, including OS reloads, change OS, reset root/administrator passwords and VPS backups."

https://archive.ph/yKG2z

all
adjective
Being or representing the entire or total number, amount, or quantity: synonym: whole.
Constituting, being, or representing the total extent or the whole.
Being the utmost possible of.

dev_vps · October 2023

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

I appreciate your willingness to work through the issues. I strongly feel that taking care of issues and being transparent about it builds the reputation needed by every business.

Thank you.

SirFoxy · October 2023

dev_vps · October 2023

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

hxservers · October 2023

@Don_Keedic said:
In case you forgot, from your site:

"All VPS plans are hosted on enterprise NVMe SSDs, powered by AMD RYZEN processors, and protected by an anti-DDoS network. An intuitive VPS control panel allows for total control of VPS, including OS reloads, change OS, reset root/administrator passwords and VPS backups."

https://archive.ph/yKG2z

all
adjective
Being or representing the entire or total number, amount, or quantity: synonym: whole.
Constituting, being, or representing the total extent or the whole.
Being the utmost possible of.

This is accurate. Currently, all plans are hosted on enterprise NVMe SSDs, currently powered by AMD RYZEN, etc. Since we are no longer hosting in Dallas, we will not be changing these statements on our main website.

When ordering a product, it's best to read the product description on the checkout page, as we don't update our website as often as we update our product pages via our support portal. We have just updated our main website however. Thanks for the feedback regardless.

hxservers · October 2023

@dev_vps said:

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

Completed.

bench · October 2023

it's a tough business, mess up once and you'll be trampled

Don_Keedic · October 2023

@bench said:
it's a tough business, mess up once and you'll be trampled

Mess up and own up to it with truth and I think most folks are pretty accommodating.

This situation was anything BUT that.

dev_vps · October 2023

@hxservers said:

@dev_vps said:

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

Completed.

can cpu passthrough be enabled, please?

# ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## #

Tue 24 Oct 2023 04:55:10 AM IST

Basic System Information:
---------------------------------
Uptime     : 0 days, 0 hours, 1 minutes
Processor  : AMD EPYC-Milan Processor
CPU cores  : 2 @ 4491.504 MHz
AES-NI     : ✔ Enabled
VM-x/AMD-V : ✔ Enabled
RAM        : 928.8 MiB
Swap       : 0.0 KiB
Disk       : 60.0 GiB
Distro     : Debian GNU/Linux 11 (bullseye)
Kernel     : 5.10.0-26-amd64
VM Type    : KVM
IPv4/IPv6  : ✔ Online / ✔ Online

IPv6 Network Information:
---------------------------------
ISP        : Free Cloud Hosting Inc.
ASN        : AS23470 ReliableSite.Net LLC
Host       : Free Cloud Hosting Inc.
Location   : Amsterdam, North Holland (NH)
Country    : Netherlands

fio Disk Speed Tests (Mixed R/W 50/50):
---------------------------------
Block Size | 4k            (IOPS) | 64k           (IOPS)
  ------   | ---            ----  | ----           ----
Read       | 362.03 MB/s  (90.5k) | 1.05 GB/s    (16.5k)
Write      | 362.99 MB/s  (90.7k) | 1.06 GB/s    (16.6k)
Total      | 725.03 MB/s (181.2k) | 2.12 GB/s    (33.1k)

Don_Keedic · October 2023

@hxservers said:

@Don_Keedic said:
In case you forgot, from your site:

"All VPS plans are hosted on enterprise NVMe SSDs, powered by AMD RYZEN processors, and protected by an anti-DDoS network. An intuitive VPS control panel allows for total control of VPS, including OS reloads, change OS, reset root/administrator passwords and VPS backups."

https://archive.ph/yKG2z

all
adjective
Being or representing the entire or total number, amount, or quantity: synonym: whole.
Constituting, being, or representing the total extent or the whole.
Being the utmost possible of.

This is accurate. Currently, all plans are hosted on enterprise NVMe SSDs, currently powered by AMD RYZEN, etc. Since we are no longer hosting in Dallas, we will not be changing these statements on our main website.

When ordering a product, it's best to read the product description on the checkout page, as we don't update our website as often as we update our product pages via our support portal. We have just updated our main website however. Thanks for the feedback regardless.

https://lowendtalk.com/discussion/189072/hxservers-cheap-us-vps-hosting-8gb-ddr5-ram-7-50-mo-50-off-halloween-sale/p1

Here's your Halloween sale.

Host Node Hardware:

AMD Ryzen 9 7900X or AMD Ryzen 9 7950X or AMD Ryzen 5950X
DDR4/DDR5 ECC RAM
RAID 10 Enterprise NVMe Storage
10Gbps Uplinks

1GB VPS

1GB DDR4/DDR5 RAM
2x AMD RYZEN vCores
25GB RAID10 NVMe Storage
Unmetered @ 1Gbps Port
1x IPv4 Address
$3 /month
$1.50 / month - Use Promo code SPOOKY
ORDER NOW

hxservers · October 2023

@dev_vps said:

@hxservers said:

@dev_vps said:

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

Completed.

can cpu passthrough be enabled, please?
# ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## #

Tue 24 Oct 2023 04:55:10 AM IST

Basic System Information:
---------------------------------
Uptime     : 0 days, 0 hours, 1 minutes
Processor  : AMD EPYC-Milan Processor
CPU cores  : 2 @ 4491.504 MHz
AES-NI     : ✔ Enabled
VM-x/AMD-V : ✔ Enabled
RAM        : 928.8 MiB
Swap       : 0.0 KiB
Disk       : 60.0 GiB
Distro     : Debian GNU/Linux 11 (bullseye)
Kernel     : 5.10.0-26-amd64
VM Type    : KVM
IPv4/IPv6  : ✔ Online / ✔ Online

IPv6 Network Information:
---------------------------------
ISP        : Free Cloud Hosting Inc.
ASN        : AS23470 ReliableSite.Net LLC
Host       : Free Cloud Hosting Inc.
Location   : Amsterdam, North Holland (NH)
Country    : Netherlands

fio Disk Speed Tests (Mixed R/W 50/50):
---------------------------------
Block Size | 4k            (IOPS) | 64k           (IOPS)
  ------   | ---            ----  | ----           ----
Read       | 362.03 MB/s  (90.5k) | 1.05 GB/s    (16.5k)
Write      | 362.99 MB/s  (90.7k) | 1.06 GB/s    (16.6k)
Total      | 725.03 MB/s (181.2k) | 2.12 GB/s    (33.1k)

Hello again,
No, we do not use CPU Passthrough on our KVM hosts for compatibility and live migration reasons.

hxservers · October 2023

@Don_Keedic said:

@hxservers said:

@Don_Keedic said:
In case you forgot, from your site:

"All VPS plans are hosted on enterprise NVMe SSDs, powered by AMD RYZEN processors, and protected by an anti-DDoS network. An intuitive VPS control panel allows for total control of VPS, including OS reloads, change OS, reset root/administrator passwords and VPS backups."

https://archive.ph/yKG2z

all
adjective
Being or representing the entire or total number, amount, or quantity: synonym: whole.
Constituting, being, or representing the total extent or the whole.
Being the utmost possible of.

This is accurate. Currently, all plans are hosted on enterprise NVMe SSDs, currently powered by AMD RYZEN, etc. Since we are no longer hosting in Dallas, we will not be changing these statements on our main website.

When ordering a product, it's best to read the product description on the checkout page, as we don't update our website as often as we update our product pages via our support portal. We have just updated our main website however. Thanks for the feedback regardless.

https://lowendtalk.com/discussion/189072/hxservers-cheap-us-vps-hosting-8gb-ddr5-ram-7-50-mo-50-off-halloween-sale/p1

Here's your Halloween sale.

Host Node Hardware:

AMD Ryzen 9 7900X or AMD Ryzen 9 7950X or AMD Ryzen 5950X
DDR4/DDR5 ECC RAM
RAID 10 Enterprise NVMe Storage
10Gbps Uplinks

1GB VPS

1GB DDR4/DDR5 RAM
2x AMD RYZEN vCores
25GB RAID10 NVMe Storage
Unmetered @ 1Gbps Port
1x IPv4 Address
$3 /month
$1.50 / month - Use Promo code SPOOKY
ORDER NOW

We've already asked LET to remove this post, as we cannot edit it. We couldn't edit it when Dallas went live either, but we made a comment when announcing Dallas was available what the hardware was, and it was clear what the hardware was on the ordering page.

dev_vps · October 2023

@hxservers said:
@dev_vps said:

@hxservers said:

@dev_vps said:

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

Completed.

can cpu passthrough be enabled, please?
# ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## #

Tue 24 Oct 2023 04:55:10 AM IST

Basic System Information:
---------------------------------
Uptime     : 0 days, 0 hours, 1 minutes
Processor  : AMD EPYC-Milan Processor
CPU cores  : 2 @ 4491.504 MHz
AES-NI     : ✔ Enabled
VM-x/AMD-V : ✔ Enabled
RAM        : 928.8 MiB
Swap       : 0.0 KiB
Disk       : 60.0 GiB
Distro     : Debian GNU/Linux 11 (bullseye)
Kernel     : 5.10.0-26-amd64
VM Type    : KVM
IPv4/IPv6  : ✔ Online / ✔ Online

IPv6 Network Information:
---------------------------------
ISP        : Free Cloud Hosting Inc.
ASN        : AS23470 ReliableSite.Net LLC
Host       : Free Cloud Hosting Inc.
Location   : Amsterdam, North Holland (NH)
Country    : Netherlands

fio Disk Speed Tests (Mixed R/W 50/50):
---------------------------------
Block Size | 4k            (IOPS) | 64k           (IOPS)
  ------   | ---            ----  | ----           ----
Read       | 362.03 MB/s  (90.5k) | 1.05 GB/s    (16.5k)
Write      | 362.99 MB/s  (90.7k) | 1.06 GB/s    (16.6k)
Total      | 725.03 MB/s (181.2k) | 2.12 GB/s    (33.1k)
Hello again,
No, we do not use CPU Passthrough on our KVM hosts for compatibility and live migration reasons.

ok.
thanks @hxservers for taking care of the ticket

hxservers · October 2023

@dev_vps said:
@hxservers said:
@dev_vps said:

@hxservers said:

@dev_vps said:

@hxservers said:

@dev_vps said:

@Don_Keedic said:

@dev_vps said:
so it is not same replacement

Not defending them in any way, but that may be due to CPU passthrough not being enabled (7950's show up as Milans)

If you're CPU is showing 4.5ghz or more, it's not an EPYC. If it's showing under that, you're correct.

system info
EPYC Milan 3394 MHz

Please. Open. A. Ticket. We're actually quite happy to assist our customers with CPU issues. Due to limited availability at the time we ordered more dedicated servers, some hosts are 5950X or a Threadripper 3990X. Where your VPS ends up at time of creation is typically the best spot for it, but we'll be happy to migrate you to another node that is 7950X.
It seems your replacement VPS was put on either a 5950X or a ThreadRipper 3990X.

Ticket Created #CIC-561302

Completed.

can cpu passthrough be enabled, please?
# ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## ## #

Tue 24 Oct 2023 04:55:10 AM IST

Basic System Information:
---------------------------------
Uptime     : 0 days, 0 hours, 1 minutes
Processor  : AMD EPYC-Milan Processor
CPU cores  : 2 @ 4491.504 MHz
AES-NI     : ✔ Enabled
VM-x/AMD-V : ✔ Enabled
RAM        : 928.8 MiB
Swap       : 0.0 KiB
Disk       : 60.0 GiB
Distro     : Debian GNU/Linux 11 (bullseye)
Kernel     : 5.10.0-26-amd64
VM Type    : KVM
IPv4/IPv6  : ✔ Online / ✔ Online

IPv6 Network Information:
---------------------------------
ISP        : Free Cloud Hosting Inc.
ASN        : AS23470 ReliableSite.Net LLC
Host       : Free Cloud Hosting Inc.
Location   : Amsterdam, North Holland (NH)
Country    : Netherlands

fio Disk Speed Tests (Mixed R/W 50/50):
---------------------------------
Block Size | 4k            (IOPS) | 64k           (IOPS)
  ------   | ---            ----  | ----           ----
Read       | 362.03 MB/s  (90.5k) | 1.05 GB/s    (16.5k)
Write      | 362.99 MB/s  (90.7k) | 1.06 GB/s    (16.6k)
Total      | 725.03 MB/s (181.2k) | 2.12 GB/s    (33.1k)
Hello again,
No, we do not use CPU Passthrough on our KVM hosts for compatibility and live migration reasons.
ok.
thanks @hxservers for taking care of the ticket

No problem, happy to help our customers where we can. Thanks for sticking with us!

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HXServers | Our apologies | RCA | What happened?

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Ticket #XEF-930314

If you are even 1% sorry, re-create my terminated VPS asap

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

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In this Discussion

HXServers | Our apologies | RCA | What happened?

Comments

Ticket #XEF-930314

If you are even 1% sorry, re-create my terminated VPS asap

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302

Ticket Created #CIC-561302