Enzonix acquired to Terabit CLoud, Horrendous performance downgrade!

oriend

@allthemtings said:

@oriend said:

@JohnFilch123 said:
Same, both of my DE servers are offline. Most likely, I will just leave them idling until the expiry date, which is in 1-2 months I think. Very poor experience but well it is LET, it just happens.

Never thought it will be offline for three days.

Did you not?

To be honest, no, not really, considering how much terabit was praised here before this shitty situation.

pushkin

The quality is excellent and the traffic volume is impressive. The price is very reasonable. I hope can get it up and running so can continue using it.

zed

@oriend said:

@allthemtings said:

@oriend said:

@JohnFilch123 said:
Same, both of my DE servers are offline. Most likely, I will just leave them idling until the expiry date, which is in 1-2 months I think. Very poor experience but well it is LET, it just happens.

Never thought it will be offline for three days.

Did you not?

To be honest, no, not really, considering how much terabit was praised here before this shitty situation.

You have to kinda eyeball who does the praising. I was pretty ambivalent about the ownership transfer until the Benny Hill shit that went on immediately so I noped out. Props to @AlexPads for issuing a refund without any fuss, he's on my "probably a good guy" list.

SilverCreek

@AlexPads said:
Hello,

We (Enzonix) have no control over the VMs (as they have been migrated to Terabit) and cannot get a response from Terabit, about any status. We will be removing VMs from customer accounts over the next week, as apparently Terabit did not do this while migrating them.

Best,

Alex,

Please let me know where you attempted to contact us because we both know this is inaccurate that you "cannot get a response". Here is your last communications to us.

Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

We have had another node at this same German metal provider we migrated off of due to 12+ crashes daily, and the provider acknowledging it's a hardware fault, we were told he'd look "Friday" and that as far as we know never happened, but we had migrated off of that failing node by then. This node is offline, and the provider is unresponsive.

TimboJones

@SilverCreek said:

@AlexPads said:
Hello,

We (Enzonix) have no control over the VMs (as they have been migrated to Terabit) and cannot get a response from Terabit, about any status. We will be removing VMs from customer accounts over the next week, as apparently Terabit did not do this while migrating them.

Best,

Alex,

Please let me know where you attempted to contact us because we both know this is inaccurate that you "cannot get a response". Here is your last communications to us.

Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

We have had another node at this same German metal provider we migrated off of due to 12+ crashes daily, and the provider acknowledging it's a hardware fault, we were told he'd look "Friday" and that as far as we know never happened, but we had migrated off of that failing node by then. This node is offline, and the provider is unresponsive.

Deadpool coming!!!

JohnFilch123

Ya while two providers cannot decide whose fault this is, customers have to sit and wait while server are offline, being moved or whatever else is happened. Very sensible approach.

Rubben

@JohnFilch123 said:
Ya while two providers cannot decide whose fault this is, customers have to sit and wait while server are offline, being moved or whatever else is happened. Very sensible approach.

Yes.

ralf

I'm still annoyed I renewed my VPS that even has "EPYC or Ryzen" on the invoice, because after it'd been downgraded to a shitty Xeon after the sale, we were promised it'd be put back onto decent hardware soon. That was back in December, so like a chump I renewed for another year, but it's still on the same shitty Xeon 4 months later. It's also still in Kansas rather than NYC.

That said, at least it has stayed working throughout, not that I'm actively using it since the downgrade anyway.

oriend

@ralf said:
I'm still annoyed I renewed my VPS that even has "EPYC or Ryzen" on the invoice, because after it'd been downgraded to a shitty Xeon after the sale, we were promised it'd be put back onto decent hardware soon. That was back in December, so like a chump I renewed for another year, but it's still on the same shitty Xeon 4 months later. It's also still in Kansas rather than NYC.

That said, at least it has stayed working throughout, not that I'm actively using it since the downgrade anyway.

I renewed around the same time you did, fully expecting the downgrade and a promise to be upgraded, yet I got a offline vps.

The best part, there's no update in a ticket, so if one doesn't browse LET every day, he has no idea what's going on and when it will be fixed.

TandM

@SilverCreek said: Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

Your hands are not tied from actually communicating to your customers. You know, the same customers still waiting to actually get what they're paying for, not the shitty "temp" Xeons you threw them on.

I sincerely hope you're not stupid enough to think this damage control will actually work. It's pretty clear the only reason you're responding is because Alex put you guys on the spot, otherwise you'd have quietly let your customers in the dark on this.

SilverCreek

@TandM said:

@SilverCreek said: Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

Your hands are not tied from actually communicating to your customers. You know, the same customers still waiting to actually get what they're paying for, not the shitty "temp" Xeons you threw them on.

I sincerely hope you're not stupid enough to think this damage control will actually work. It's pretty clear the only reason you're responding is because Alex put you guys on the spot, otherwise you'd have quietly let your customers in the dark on this.

I’d push back on the suggestion that this is the sole reason for our response, it isn’t. @wadhah remains generally active on LET, while my own presence has been more limited recently as I’ve been focused on engineering priorities.

From what I can see, the team has responded to the majority of tickets, with only a small number outstanding. Those delays are largely due to @wadhah being out sick, which has slowed response times. In every case, the issue has been communicated accurately as a hardware failure, with our billing lady Maggie stepping up to help cover generally out-of-scope tickets while @wadhah is away sick.

We will also be sending a broader notice shortly outlining the status of the last remaining German server and the next steps. At this point, we believe we have given the metal provider ample time to address ongoing issues, and that has not happened.

It’s also worth being knowledgeable about the broader context. Enzonix was operating in a way that was oversold and unsustainable. Since stepping in, we have consistently operated these services at a loss to maintain services for affected clients. We also allowed Alex to retain several months of revenue from Enzonix, despite the services largely already being transferred, as a gesture of goodwill and an understanding he was getting out of his schooling programs and wanting to move on to another industry/section.

This was a decision on our part. We understood from the outset that we would not generate profit from these services, and that Enzonix was likely to shut down within weeks due to declining revenue and unsustainable pricing. The alternative would have been to let the situation collapse entirely, which would have caused far more issues for customers.

To put the numbers in perspective: the German hardware costs approximately $290 USD per month (converted from EUR), with an additional $115 USD for IP leasing, totaling $405 monthly. The revenue generated from that node is roughly $100 per month, resulting in an ongoing loss of about $305 per month. Despite this, we have continued to operate the service to support those clients.

I’m not raising this to seek sympathy, but simply to provide a clear and accurate picture of the situation.

x0x0x

@SilverCreek said:

@TandM said:

@SilverCreek said: Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

Your hands are not tied from actually communicating to your customers. You know, the same customers still waiting to actually get what they're paying for, not the shitty "temp" Xeons you threw them on.

I sincerely hope you're not stupid enough to think this damage control will actually work. It's pretty clear the only reason you're responding is because Alex put you guys on the spot, otherwise you'd have quietly let your customers in the dark on this.

I’d push back on the suggestion that this is the sole reason for our response, it isn’t. @wadhah remains generally active on LET, while my own presence has been more limited recently as I’ve been focused on engineering priorities.

From what I can see, the team has responded to the majority of tickets, with only a small number outstanding. Those delays are largely due to @wadhah being out sick, which has slowed response times. In every case, the issue has been communicated accurately as a hardware failure, with our billing lady Maggie stepping up to help cover generally out-of-scope tickets while @wadhah is away sick.

We will also be sending a broader notice shortly outlining the status of the last remaining German server and the next steps. At this point, we believe we have given the metal provider ample time to address ongoing issues, and that has not happened.

It’s also worth being knowledgeable about the broader context. Enzonix was operating in a way that was oversold and unsustainable. Since stepping in, we have consistently operated these services at a loss to maintain services for affected clients. We also allowed Alex to retain several months of revenue from Enzonix, despite the services largely already being transferred, as a gesture of goodwill and an understanding he was getting out of his schooling programs and wanting to move on to another industry/section.

This was a decision on our part. We understood from the outset that we would not generate profit from these services, and that Enzonix was likely to shut down within weeks due to declining revenue and unsustainable pricing. The alternative would have been to let the situation collapse entirely, which would have caused far more issues for customers.

To put the numbers in perspective: the German hardware costs approximately $290 USD per month (converted from EUR), with an additional $115 USD for IP leasing, totaling $405 monthly. The revenue generated from that node is roughly $100 per month, resulting in an ongoing loss of about $305 per month. Despite this, we have continued to operate the service to support those clients.

I’m not raising this to seek sympathy, but simply to provide a clear and accurate picture of the situation.

There will never be a shortage of things to blame. Highlighting cost-related drawbacks that customers don't need to know about, unless previously communicated as potential impacts on support or quality, is better left unsaid. This situation would have come across as more professional if the oversight had been acknowledged, along with a commitment to improvements moving forward. Just my two cents.

SilverCreek

@x0x0x said:

@SilverCreek said:

@TandM said:

@SilverCreek said: Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

Your hands are not tied from actually communicating to your customers. You know, the same customers still waiting to actually get what they're paying for, not the shitty "temp" Xeons you threw them on.

I sincerely hope you're not stupid enough to think this damage control will actually work. It's pretty clear the only reason you're responding is because Alex put you guys on the spot, otherwise you'd have quietly let your customers in the dark on this.

I’d push back on the suggestion that this is the sole reason for our response, it isn’t. @wadhah remains generally active on LET, while my own presence has been more limited recently as I’ve been focused on engineering priorities.

From what I can see, the team has responded to the majority of tickets, with only a small number outstanding. Those delays are largely due to @wadhah being out sick, which has slowed response times. In every case, the issue has been communicated accurately as a hardware failure, with our billing lady Maggie stepping up to help cover generally out-of-scope tickets while @wadhah is away sick.

We will also be sending a broader notice shortly outlining the status of the last remaining German server and the next steps. At this point, we believe we have given the metal provider ample time to address ongoing issues, and that has not happened.

It’s also worth being knowledgeable about the broader context. Enzonix was operating in a way that was oversold and unsustainable. Since stepping in, we have consistently operated these services at a loss to maintain services for affected clients. We also allowed Alex to retain several months of revenue from Enzonix, despite the services largely already being transferred, as a gesture of goodwill and an understanding he was getting out of his schooling programs and wanting to move on to another industry/section.

This was a decision on our part. We understood from the outset that we would not generate profit from these services, and that Enzonix was likely to shut down within weeks due to declining revenue and unsustainable pricing. The alternative would have been to let the situation collapse entirely, which would have caused far more issues for customers.

To put the numbers in perspective: the German hardware costs approximately $290 USD per month (converted from EUR), with an additional $115 USD for IP leasing, totaling $405 monthly. The revenue generated from that node is roughly $100 per month, resulting in an ongoing loss of about $305 per month. Despite this, we have continued to operate the service to support those clients.

I’m not raising this to seek sympathy, but simply to provide a clear and accurate picture of the situation.

There will never be a shortage of things to blame. Highlighting cost-related drawbacks that customers don't need to know about, unless previously communicated as potential impacts on support or quality, is better left unsaid. This situation would have come across as more professional if the oversight had been acknowledged, along with a commitment to improvements moving forward. Just my two cents.

I didn't blame anything in my response outside of the metal provider being fully unresponsive. Every other node from Enzonix is already migrated away, it is just this last node which hadn't been migrated away yet.

I figured the transparency of the cost loss but we still show up to provide services was relevant, but maybe I'm wrong. Either way, it doesn't change our position and our desire to restore the services if the metal provider surfaces, otherwise we cannot do much outside of offering free transfers to any global location we offer, including US/CA/EU, except Asia as the bandwidth pricing is significant there.

ralf

@SilverCreek said:

@TandM said:

@SilverCreek said: Now, to address the issue at hand: the underlying metal provider is unresponsive despite days of repeated attempts to contact them. Given we do not have any BMC control over the machines, our hands are tied in what we can do presently when the underlying metal provider is unresponsive. We have attempted across multiple days to reach them.

Your hands are not tied from actually communicating to your customers. You know, the same customers still waiting to actually get what they're paying for, not the shitty "temp" Xeons you threw them on.

I sincerely hope you're not stupid enough to think this damage control will actually work. It's pretty clear the only reason you're responding is because Alex put you guys on the spot, otherwise you'd have quietly let your customers in the dark on this.

I’d push back on the suggestion that this is the sole reason for our response, it isn’t. @wadhah remains generally active on LET, while my own presence has been more limited recently as I’ve been focused on engineering priorities.

From what I can see, the team has responded to the majority of tickets, with only a small number outstanding. Those delays are largely due to @wadhah being out sick, which has slowed response times. In every case, the issue has been communicated accurately as a hardware failure, with our billing lady Maggie stepping up to help cover generally out-of-scope tickets while @wadhah is away sick.

We will also be sending a broader notice shortly outlining the status of the last remaining German server and the next steps. At this point, we believe we have given the metal provider ample time to address ongoing issues, and that has not happened.

It’s also worth being knowledgeable about the broader context. Enzonix was operating in a way that was oversold and unsustainable. Since stepping in, we have consistently operated these services at a loss to maintain services for affected clients. We also allowed Alex to retain several months of revenue from Enzonix, despite the services largely already being transferred, as a gesture of goodwill and an understanding he was getting out of his schooling programs and wanting to move on to another industry/section.

This was a decision on our part. We understood from the outset that we would not generate profit from these services, and that Enzonix was likely to shut down within weeks due to declining revenue and unsustainable pricing. The alternative would have been to let the situation collapse entirely, which would have caused far more issues for customers.

To put the numbers in perspective: the German hardware costs approximately $290 USD per month (converted from EUR), with an additional $115 USD for IP leasing, totaling $405 monthly. The revenue generated from that node is roughly $100 per month, resulting in an ongoing loss of about $305 per month. Despite this, we have continued to operate the service to support those clients.

I’m not raising this to seek sympathy, but simply to provide a clear and accurate picture of the situation.

It's interesting that these figures are different to what you said: https://lowendtalk.com/discussion/comment/4676644#Comment_4676644

But either way, the implication of that post was that we'd be back on the Epyc and Ryzens very soon (you were talking time frames such as "likely Tuesday" over 4 months ago), and that was the basis for renewing another year after having previously decided to just let it lapse.

Especially if you think you're losing money supporting migrated users, then you should have just said plainly that you plan to keep the migrated users on Xeons, then we (or at least I) wouldn't have renewed and the "problem" would have gone away rather than dragging on for another year.

Frozecone

@SilverCreek my login disappeared after the transition. I had an account created with my email during the transition, yet now it says there’s no account found but I still have my VPS accessible. I can’t make a ticket cause it doesn’t think I have an account.

SilverCreek

@Frozecone said:
@SilverCreek my login disappeared after the transition. I had an account created with my email during the transition, yet now it says there’s no account found but I still have my VPS accessible. I can’t make a ticket cause it doesn’t think I have an account.

Send me a DM with your email, I'll take a look.