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GreenCloud Support Experience: A Cautionary Tale
I wanted to share my recent experience with GreenCloud support that left me frustrated and with an unusable server for five days.
Background: I manage 20 servers with GreenCloud and have generally been satisfied until this incident. I paid for three years in advance for the Dallas server.
The Issue: I needed to test routing speeds to South America for my business, so I ran a simple NWS network speed test on the Dallas server, testing South American locations.
What Happened: The server was immediately null-routed by the datacenter's "anti-DDoS" system. Not after multiple tests - after ONE single test. The server became completely inaccessible.
Support Response Timeline:
1. First, they told me to wait 12-24 hours for the null-route to be cleared
2. After waiting, I tried again - ONE test - and it was immediately blocked again
3. Support claimed I was running tests "frequently" despite me explicitly stating it was a single test
4. They tried to charge me $2 for a new IP to fix THEIR configuration issue
5. They admitted they tested on another VPS and had the same problem (confirming it's their system)
6. Then suggested I "wait a few weeks" with no explanation
7. Finally claimed my server was "functioning normally" when it was completely inaccessible (null-routed)
The Kicker: I ran the EXACT SAME test on their Jacksonville server with no issues whatsoever. This clearly demonstrates it's a configuration problem with their Dallas setup.
Contradictions in Support:
- Three different support agents gave completely different explanations
- They never escalated to the datacenter despite days of downtime
- They claimed promotional servers can't be refunded (even when they don't work)
- This is particularly frustrating since I paid for three years in advance
After 3+ Days: The server remains null-routed and completely inaccessible.
Lessons Learned:
1. Their Dallas location appears to have overly aggressive anti-DDoS that triggers on standard speed tests
2. Their support team doesn't communicate internally or read ticket history
3. They're unwilling to acknowledge configuration issues or escalate it properly.
I regret it so much having purchased the Dallas location for three years and I have zero trust in its abilities. I have already cancelled auto-renewal for 5 servers for this year and will be slowly moving away.
Comments
I have reviewed the ticket you opened. It appears that some details were missing when you submitted it, which led to additional effort and confusion among our technical support shifts while troubleshooting the issue. The IP was not null-routed the entire time, it was pingable after a reinstallation or when booted into rescue mode, so your assumption is not entirely accurate. I’m happy to issue a refund for the remaining period. Please send me a PM when you’re ready.
I understand your situation very well. Don't choose their service. It's terrible. I suggest you change to a better one.
I can confirm that « anti-DDos » can be quite sensitive and can kick in by doing speedtest in Frankfurt.
In my case the nullroute was removed automatically after 1 hour (or less)
I prefer less bandwidth and no risk of ending nullrouted but anyway… same behavior with many providers that include 10gbps or more port size
Got great support from greencloud the few times I needed to contact them though
I’m going to be honest. The main lead can be abrasive over Ticket. But quality and support is TOP NOTCH. I trust them with production. Top provider.
I’m a no BS guy. @NDTN is no BS. They have my respect.
@NDTN
Thank you for raising the bar
Amazing response - class act! Now I know why so many people love Greencloud.
Allow me to ask though: will the "Dallas" problem be solved and if so ETA?
I'm asking because @houmie's report does not at all match my (very positive) experience with you but doesn't sound like made up BS but rather like an actual experience.
And while I appreciate your offer to him to get refunded I wonder whether the problem as such gets resolved. I mean shit happens, no problem, even with the best but from a provider like you I'd expect a problem solution (instead of just refunding an unhappy client).
The network is generally reliable for most use cases, and the DDoS protection is functioning as intended. Increasing the thresholds could delay detection during an attack. Nonetheless, we have asked the DC to make slight adjustments to the settings. Can @houmie confirm?
@NDTN - Thank you for the response. To clarify, the downtime was from April 11th to 16th. The cause was actually very simple, and I had provided all details in the ticket from the beginning.
Throughout the support process, I repeatedly requested escalation to the datacenter. Despite these requests, it wasn't until April 15th (23:17) that your engineer finally clarified: "This is only at the TX location because it depends on the ddos rule at the datacenter, which we cannot modify."
Yet now, after bringing up the case publicly in a review, suddenly adjustments to these supposedly unchangeable datacenter settings were possible. This disconnect is concerning.
For context, we currently manage 46 servers globally, with the majority hosted with HostHatch and GreenCloud. I have never experienced anything like this where I couldn't run a single basic test without triggering a complete server lockout.
I appreciate you doing the right thing here and would accept your offer to refund this server.