New on LowEndTalk? Please Register and read our Community Rules.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
All new Registrations are manually reviewed and approved, so a short delay after registration may occur before your account becomes active.
GVH， Can you support be professional?!! IPs are down for 4 days
First your VPS is down due to disk failure. Then after you move the another node. Only my main IP is working. All my 4 extra IP are offline. I've submit several ticket to request fix, but you support guy keep telling me they are online. But actually 4 extra IP are all offline for 4 days!! I don't think keep submitting ticket will solve my problem. As you support guy are just answering like repeat machine without check at first.
Thanked by 1darkshire
Comments
If you don't want any headaches just switch to another provider. It's cheap, and it put an end to all your troubles. I recommend WLS/RamNode/Iniz/Crissic (I use them all)
I've personally went and fixed your issue for you and verified that the IPs ping.
I deeply apologize for the inconveniences experienced and have credited your account for 2 months of free service.
If there is anything else we can do for you please let us know. We greatly appreciate your continued business and patronage and we hope you have a wonderful day.
Only 2 months??????????????!
I thought all of your support was in house? How could they over look this over and over? Don't you have 99 years of experience between you all (or some stupid number like that)?
Why in the world did OP have to post here to get something simple done?
Doesn't look good Jon..
The ip issue was internal? Here im thinking i broke my own routing... I was messing around with stuff about the time its passed out. Ill take my 2 months cred too if your handing emm out..
Thanks for you suggestion. I will consider it next time I need new VPS.
Anyway, the issue is fixed now
For the sake of transparency I will be completely honest. This was a result of internal miscommunication.
Several of our nodes the past week have went through unfortunate HDD failures/RAID failures/partition corruptions. There were incidents where we had to reinstall the entire / partition which destroyed vz configuration which included IPv4 configuration. A custom script made internally was ran on our nodes in conjunction with SolusVM to recreate the configs however to our later discovery and dismay, not all VMs had their configuration restored.
Not all staff were aware of this (although they are all in-house, and not outsourced) and this is the fault of management, and I extend my most sincere apologies to anyone that has been affected by this. I have been trying to get everything organized the past few days but the times have really been unfortunate with the events that have occurred, which caught me completely off guard and I was unprepared to deal with all of the incidents at once.
We are taking down notes and implementing additional precautions to prevent this from ever happening again in the future. To express our sincerity in our apology to our clients regarding this incident, we are indeed offering to compensate clients with account credit. In order to claim account credit, a ticket must be opened with our Accounting department. The account credit given will be based on the unique circumstance at hand as well as your billing term.
If anyone has any additional questions that I personally can answer, please feel free to give this thread a response or email me at [email protected]
All the best wishes and regards,
Wow, you're active on forums answering questions... yet my Support Ticket remains unanswered for 7 hours now..
My 2 vps cannot accessible too (they have 4 ips total)
since when LET become support department ? #confuse
I think that all of the hosts here can learn something from GVH: throwing lots of account credit into peoples accounts will fix everything /s
Well this just goes to show that once Public Reputation is at risk you dam better start telling your side of the story.
One of my IP is still offline. I've already PM you. And also said in ticket. Please check
similar as you.ticket was not respond for hours, but if put the issue in LET, the GVH will reply and fix for you in 2 mins!!!
do i put my VPS network down for over 12 hours issue and the ticket id here to let it be fixed in mins?
Normally the case when support is outsourced.
He trolls the site constantly so he can pick up on these things to make his company look much better than it really is.
Oh but wait they have 24/7 "housed" support staff.. and i remember seeing a reply from GVH claiming that they receive around 50 tickets a day, thats honestly not much and if you can't answer those despite having "housed support" you just might have unproductivity within your business that needs to be taken care of immediately.
please check ticket #554024 sir
please check ticket #554024 sir
LET is not a ticket hub to bump tickets. I doubt they will read your ticket any faster regardless of whether you bump it here or not.
I'll give you $600 in non-transferable or refundable account credit with guaranteed 0% uptime ^.^
That being said.. he waited 4 days and got a response and resolution faster on here...
It's GVH, did you expect more?
I didn't but they should, being customers and all..
Jon even said to reply to this thread or email (insert email address)..
So I guess you're statement is moot..
At least Jon is getting more and more professional in his last comments on LET. I salute this initiative.
Fred
You told me over the phone that while all of them were now US based, they are all remote and contracted. You even told me how much you pay them etc. Were you lying?
If not im glad you took my advise and got rid of the ones you were having trouble with and hiring, less but local employees for a hourly rate.
Thats probably the best way to go since you couldn't control the behavior of the remote positions.
Yea, he solved the issue, and compensated the client for the downtime. Matter solved. I'm not a fan of GVH at all, but some of the comments here are just distasteful.
TL,DR; It's one thing after another with these kids at GVH.
I agree; Admitting you've made a mistake remains difficult, so Jon's done more here than most providers do for clients. Although some people will perpetually hold resentment for CC and GVH, any positive improvement is great to see, and a great step forward for them.
Where's @GVH_Alex - shouldn't he be handling this sort of thing?
Jon is really improving. I had a 10 hours downtime last week due to multiple node failures. I opened a ticket, he replied within an hour and he informed me thru email and ticket with updates about the issue. He fixed it real soon and this is a yearly box of 512MB that costs $9.95. For this price, the response to my ticket and solving the issue is good. His attitude to my ticket and his replies was also professional (it was other staff members, I don't know if Jon is using multiple names but that doesn't care/bother me). And the service is good, too (I use it for a mail server / mail relay server. Despite the downtime, I had no other outages and the box is behaving good).