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Comments
Can't sleep, please continue the series S01E03
I love Djarum76 :P waiting for S01E03
Touché my friend...
ItsChrisG is the new colocrossing?
This issue isn't that uncommon, had it myself a fair few times.. However my providers felt with it in the correct way..
What is happening:
Well now that I have some time to update on this thread as I have been following the thread throughout the day and communicating with my technical team as well as the six customers being affected by this disruption, id like to say we are working on the issue as we speak as well as have been working on the issue for the most part of the day. Although I have not been replying on this thread I have been responding to support tickets as well as providing refunds to the six customers being affected by this.
What is our plan on taking care of the customer affected:
As far as the customers affected by this outage we are taking it very seriously and as I said before we are working to resolve the issue. The customers affected have received refunds and or are awaiting refunds, I am also offering them the free year of services with us or if they choose to leave offering a 50% discounts on any service is they wish to return. Within the free year of service if they choose to stay with us we will still uphold our SLA agreement on their server as well as provide the best support we can on any issues that may arise.
Explanation of ticket to client denying refund
The reason the refund was denied to the OP was because at the time the ticket was submitted I had currently logged into the OP's server via SSH and it was responding to ping for me. As shown in the attachment I sent the OP in the ticket, this is why the refund was denied. It was not until later on in the day when the VM totally stopped responding to ping in which the OP responded to the ticket asking for a fix within a couple of ours.
Current Situation
We are currently in communication with SolusVM as to why the IP blocks/delegation are not assigning IP's to the VM although they are available. As for a fix we have not found one yet and are working toward a resolution.
All six clients that were on the new node have been updated via ticket. I will update thread once we have resolved the problem, and will also try to resolve any other queries that may arise.
In Closing
Just wanted to address one thing, as far as IgniteServers being a 1,2 or 3 month brand I don't see IgniteServers closing down anytime soon, no matter how many problems arise how many walls we have in front of us, we will continue to grow daily and work hard on resolving issues as quickly as possible for our clients.
Thank you.
Just go away.
No offense, If it's me I would definitely leave. Free year of service with that much of problem, not worth it.
You may be able to log into VMs, check if IP is still bound, then bind it again if it is not. This issue does occur, extremely rarely. Then check with your datacenter and not SolusVM to see if they routed IPs properly. Maybe they messed up and assigned IP addresses to another customer.
So, as I understand it, you will continually give people more broken service for free in exchange for the free broken service being broken.
He should take an economics course as well as a networking one.
How'd you know OP's SSH password?
From what I'm seeing.
I am seeing some people say this does happen occasionally and some happened to themselves.
I am also seeing anything done wrongnturns into a flame war.between people.
People want the drama here. Half the issues aren't even as big of a deal if it gets corrected and doesn't come back unless it's like once a year or every 2..
Low end drama...need to rename the forums.
He didn't say vzctl enter either. Interesting. Granted, customer may have provided it (they do that, no matter how much you beg them not to).
Either way, it's not a conclusive test given the situation described.
Provider couldn't diagnose the issue, has proven repeatedly he doesn't know anything about networking. He'd closed the ticket and would undoubtably have continued to deny op a refund had he not made a fuss.
What you call drama is actually the community doing @igniteservers tech support for free.
Actually that is where I will stop you, before the OP opened this post, he was told via ticket that we were looking into the issue. Please don't throw around assumptions.
op stated you were denying his refund and posted ticket proof - are you saying that's fake? He's far more credible than you, so until evidence to the contrary is presented I find it reasonable to assume you had in fact told him no refund.
Given that your website still claims an impossible no packet loss guarantee I also think it's reasonable to assume you still know nowhere near enough about networking.
If the OP wishes to post proof of the ongoing ticket support he can as for me posting it I won't the user still has privacy rights. What I can say is in fact after we have refunded the user the ticket is still open and was never closed, we will continue to update the ticket until the problem is solved the OP can close the ticket anytime he likes until then it will stay open. Also I never denied denying his refund if you read my post above you would of known that.
Ill tag him in @imau
He does claim you closed the ticket, whether this is true or not what he posted clearly shows you didn't try to understand the issue, at least initially - you just tried to tell him he was at fault. You've also posted that you didn't test sufficiently to reach this conclusion.
I don't believe he would have got this resolved without making a fuss. People here do not find you credible and most are not going to believe that either.
Well as I told you, you do not have the full view of the ticket I did not notice the full problem until after the user gave me his server login information. After that was given I looked into the issue again and assured the user noticed the problem and were looking further into it. So again you don't have the full details of the ticket so don't throw assumptions if you don't know the full story. What you believe honestly is utterly irrelevant, also don't speak for other speak for yourself.
I haven't ever claimed to have seen the full ticket. Is op lying when he says you closed the ticket? Can you understand why people believe his word over yours by default?
Like I told you the ticket was never closed and is still open. The OP had one ticket closed yes, which was an older ticket referring to a network issue which was opened in the technical support department. He could login to the server via VNC but not SSH if I'm not mistaken we solved that problem which is why the ticket was closed, don't quote me but @imau can say for sure. Now the ticket to the billing department which is the one we are referring to in this thread WAS NEVER CLOSED. So as I said before if the OP wants to post all of the tickets he can do so.
I doubt he does, and I'm not It sure it would help you anyway.
He obviously got to the point where he lost faith you could resolve his issue, asked for a refund, was denied and reached out to the community. Everyone here believed his sensible diagnoses and he was obviously right. It's pretty much no-win for you.
DO you see why we take his word over yours?
I'm sorry if you think I am trying to win anything here I'm simple here to resolve the issue not argue. You seem to keep wanting to press issues about people trusting me, this and that when its not even a matter of that. What exactly are you trying to gain here is what I am trying to figure out. I have resolved everything with the OP yet you are still trying to prove a point? I'm not sure what that point is nor do I care the point your trying to make. The situation is resolved carry on with your day.
you should be trying to win at customer service (shatter those expectations).
I think it's reasonable for people to discuss hosts' reliability/competence - as I've said before this is not just a space for you to post adverts and ask stupid questions.
Ok, if its not one thing its another with you man, goodnight.
Ba-boom ... Go Ig-nite ... Go Ig-nite ...
One thing: expecting a working network. Another: expecting support to display basic competence in the event of stuff being broken
Guess I'm just an unreasonable guy...
Just out of curiosity, do you have a service with @igniteservers?