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VMRack network instability after recent upgrade, unclear ETA and compensation handling
Title: VMRack network instability after upgrade — unclear recovery timeline and compensation handling
I want to share my recent VMRack experience and ask whether other users are seeing similar issues.
Before the recent network upgrade/maintenance, my VMRack VPS worked quite well for my use case. The stability and network quality were good enough that I planned to keep it long-term.
After the recent maintenance/network upgrade, however, my VPS became noticeably less stable. I experienced higher latency, reduced stability, and frequent connection issues compared with before.
I opened a ticket on June 25 regarding line quality and compensation. In their reply, VMRack said they understood the higher latency and reduced stability after the maintenance, and explained that the issue was related to the operating status of some newly deployed equipment. They also stated that it was not caused by VMRack reducing line quality or cutting network configuration. They said they had contacted the equipment supplier and arranged additional/replacement equipment, with the equipment arrival and replacement work expected to take about 10 days.
I then requested compensation because the maintenance impact had already lasted longer than expected and the network quality after maintenance was still worse than before. On June 26, VMRack added 7 days of usage time to my account as compensation for the service disruptions during the recent network upgrade.
Later, VMRack posted an official announcement saying that after the data center network equipment upgrade, some users reported packet loss and latency fluctuations. The announcement also said the issue was related to some newly deployed equipment, and that new/replacement equipment would take about 10 days to arrive and be replaced.
I opened another ticket because I wanted to clarify a few things:
- When exactly does the “about 10 days” period start?
- What is the current progress of the replacement work?
- After the replacement, will the network quality return to the pre-upgrade level?
- If the instability continues during this period, will there be any additional handling, temporary solution, or compensation?
Support replied that the official announcement states the process is expected to take 10 days. Regarding compensation, they said I had already been compensated with 7 days of additional usage time in the previous ticket.
This is the part I find unclear. From my understanding, the 7-day extension was compensation for the earlier maintenance disruption and degraded service after that maintenance. But the issue appears to still be ongoing, and VMRack is now saying the fix depends on new/replacement equipment that may take about 10 days.
I am not claiming that VMRack intentionally reduced line quality. In fact, support specifically denied that. I am only describing my own experience: the VPS was stable before, became worse after the upgrade, and the recovery timeline and final post-repair service quality are still not very clear to me.
I also understand that hardware replacement and shipping can take time. My concern is mainly whether the service will return to the previous level after the work is completed, and whether affected users will receive further handling if the issue continues beyond the announced period.
Has anyone else using VMRack recently experienced packet loss, latency fluctuations, disconnections, or degraded route quality after the network upgrade?
