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My experience with Terabit.io Remote DDoS Protection
I want to share my experience with Terabit.io Remote DDoS Protection.
I purchased their remote DDoS protection for a game server, but unfortunately the protected setup was never made fully operational.
The service required asymmetric/DSR routing. During troubleshooting, inbound traffic through Terabit could reach my server, but return traffic using their protected IPs did not work correctly. As a result, the protected IPs could not actually be used normally for the game server.
What disappointed me the most was the support. I spent several days testing GRE, routing and multiple protected IPs, while also contacting my hosting provider. Terabit did not provide me with a clear complete configuration guide or offer to configure/test the tunnel from both sides. Instead, the routing issue was essentially left for me to resolve with my own hosting provider.
This surprised me because several other DDoS/proxy providers I contacted afterwards were willing to help configure the tunnel themselves, test both sides and make sure the service actually worked.
I followed Terabit's troubleshooting requests and tried multiple solutions, but the service was still never successfully put into operation.
When I requested a refund, it was refused based on their refund policy, despite much of the initial period being spent troubleshooting the service.
After I opened a payment dispute, Terabit closed my support ticket, preventing me from replying further.
Shortly afterwards, they also suspended the service claiming an “unpaid invoice”, while their own billing panel still showed the invoice as Paid and showed that the paid service period had not yet ended.
I have screenshots of the support conversation, the paid invoice, the active service period and the suspension notice.
I gave Terabit multiple opportunities to resolve the issue directly. Based on my experience with the failed implementation, limited practical assistance, refund handling, ticket closure and suspension of the already-paid service, I cannot recommend them.
Comments
Hi @Laimin,
I'd be happy to break this down for you as I did in the ticket.
1: You ordered a service, we told you in advance it was solely asymmetrical only. You confirmed your upstream was capable of doing this.
2: After back and forth in the ticket, you demanded we provide free support to your other upstream to get their DSR working. We told you we can help for a fee, and outlined our fee for this. You refused, and threatened to post on Lowendtalk, TrustPilot, etc.
3: We did offer you to migrate your server to us and rent directly from us, and said we would give you a credit for your amount paid. You initially accepted with the sole intention of tunneling out, which we said we can't offer you that, but we offered you rapidly deployed bare metal instead, you refused once more.
4: We then told you the likely issue - your provider's upstreams is likely doing uRPF. This is out of our control, you knew the requirements for DSR before ordering.
5: After you disputed and we received the dispute, we suspended the service as per our Terms of Service.
You at all points acknowledged we forwarded you the traffic without issue:
You opened a total of 4 tickets, of which one was handled over the weekend for you as well.
Now, I'd like to address the elephant in the room here: after you onboarded with us, and subsequently left, you used a botnet to flood us. You used your server IPs at Synlinq, OVH, Hydra and others, and your Rust gameserver IP address to ICMP ping us to check if we died during the flood - we didn't - but we recorded that in anticipation you'd make this post. You pinged the GRE endpoint IP once you launched the flood towards us - we do retain those records and track them. Even your most recent flood attempts do the same behavior, and your node still pings us when some of the floods launch towards us.
https://platform.censys.io/hosts/185.115.205.234
Now, you may be asking - how can we be certain? You asked us to terminate the tunnel here.
If you're going to attempt to DDoS us, at least don't ping us from the same endpoint you asked us to protect, at the same time the flood starts.
Edit: Sorry, I forgot to post the screenshots of the flood.
Edit 2: Forgot this one too, sorry.
🍿
For people who want a TLDR:
I'm not mad @Laimin i'm just very disappointed
@wadhah. How expensive is the paid support (per hour) your company quote?
That's hilarious. 🍿
We charge anywhere between $100/hour to $250/hour depending on the task for fully managed support outside of our network.
$100/h is expected. But he probably went ballistic after hearing $250/h. At least tell me it's seconds/minutes billing instead of full hour 😂😂😂😂
I'm pretty sure we quoted him 100$/hr (I wasnt dealing with him so I could be wrong), and no one wanted to do the job because fixing other providers' networks is a nightmare
And we probably would have billed him at 15 minute increments, normal practice in the industry
keep in mind this isn't a 7/yr vps
these prices are pretty standard for an enterprise customer
I just looked back at the ticket, we told him $100/hour billed in 15 minute increments. We also made it very clear we can't fix their other providers networks inability to do DSR (uRPF loose), and we told them exactly the issue - uRPF - and asked them to get their provider to whitelist the tunneled in IPs.
I see. That's totally understandable rate and increments. And there's no way this guy getting DDoS filter for $7 or even $700/yr small dedi.
😅Maybe he thought you lied to him lol.
Have a guess where OP is from.