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Yes about HT, nope never received any response from your side
Hi
@VirMach : Could you please help me check the ticket #220524. I know it's not good to post here and ask for help but I opened a priority ticket but got no responses 3 days so far.
Thank you.
Sir, this is surely a desperate situation otherwise you would not have taken to this fine forum to make such a request, but might I ask why you utilised someone else's, aged thread rather than start your own?
I do hope you are able to reach a prompt resolution.
As I said it's a wrong network design in your new locations caused all Nodes collapse under massive ARP packets... Did @VirMach take a look of it?
Create another work order
This is of course a desperate situation and I cannot contact them for 3 days even when I open a priority ticket.
I was thinking of opening a new thread or comment on another thread and I come up with the second because it's good for them. When someone search for Virmach down, they will see n threads instead of n+1.
But it seems they ignore my good intend, this is what I received after 3 days of desperate waiting:
https://prnt.sc/whGhEKZM27W6
I think I will leave.
hi @VirMach,
I know you have huge issue at this time. But I open the only one ticket for my problem. MyVPS is on SEAZ005 node, after your migration, mine is offline for 10 days.
My ticket number is 955627.
Hope you help me very soon.
Thank you!
VirMach isn't the perfect provider if you expect your server to be online all of the time. Or even most of the time.
Edit: It is however a good provider if you want something that sometimes works for very cheap.
IIRC, VirMach was voted to be one of top3 providers recently. With that being said, I think we can expect our vps to be running at least "most of time"...
Obviously, @saosangmo couldn't.
Just take Intel and expectations will come true.
similar problems for me. would never use them again
I noticed the same on one of my services and ended up adding a 1-minute lock for long-running tasks. For your case (OS reinstall) it may be even longer.
This company is DOA. I'd be very careful if you chose to use them. Unanswered tickets, VPS down forever. Stay far away from my experience.
They used to be great. Maybe they can find their way back.
I hope you are wrong,
I don't think you know what "DOA" really means.
@TimboJones it means Dead On Arrival.
I think he knows what DOA means
Not even surprised anymore
I want to shine some light upon the unanswered tickets part of your comment.
We're currently in the process of [1] building and setting up tons of brand new nodes, [2] migrating tens of thousands of people, and were also [3] constantly researching datacenter partners, signing agreements, acquiring IPv4 addresses, and said hardware. These steps obviously have not been smooth, but at the same time we truly did not expect the volume of tickets we have received as a result. In hindsight, we made the mistake of posting a sale with pre-orders and did not expect the response to it to be on the level of a Black Friday sale. We also did not anticipate the level of hardware problems on brand new hardware as they performed well in thorough testing.
The reason I provided the above as a background is to provide some reasoning behind the figures I am about to share.
We received an additional 100-200 tickets per day last month. We struggled keeping up with them, but eventually caught up to most and geared toward doing more work on tickets while also handling everything else above.
We thought it would cool off but it's only gotten exponentially worse. This month, from the 1st to 27th, we have received an additional 145 tickets per day, on top of the previous additional.
We are receiving five times more tickets than 2-3 months ago. We are able to keep up with 88% of this volume at this time but obviously falling behind on even 12% of it means a lot of unanswered tickets and I do apologize for that.
It's not that we are answering less tickets or the level of support has gone down directly, we're doing 4.5 times better than before in terms of ticket volume handled. But the issue is that we need to do 5 times better and it's just unfortunately not humanly possible. Even if we were not understaffed right now, and had the time to train & hire interested people which we have tried to do multiple times, I do not believe at our peak staff numbers we would have been able to keep up with such volume.
It's not just our company that has been affected. For example, I contacted one of the "better" airlines for something in relation to a planned trip to one of the datacenters. I contacted them on May 5th, 2022. They replied back with an initial copy/paste response on May 23rd, 2022. I sent in something for repair (unrelated to computers) using the same billion dollar company as last time, it's been 3 months and I haven't heard back.
I agree with you, there are a lot of unanswered tickets, but we truly are doing everything we can to make sure we resolve them.
We have 300-400 nodes right now. LAKVM26 is an extreme case where there was catastrophic hardware problems related to the disks and RAID controller at possibly the most work-intensive portion of our company's 8 years in business.
Yes, it was a terrible situation and not handled remotely close to ideally, so I can agree with you on that one as well as some recent situations with Ryzen nodes due to bulk hardware failure there, but this does not really warrant saying "most of the time" the average customer can expect to be offline. It's just untrue.
Over the last 3 months, including the extreme outage on LAKVM26, as well as the week or two for some Ryzen nodes, as well as any maintenance windows, our average uptime is still over 99.5% for all nodes and even higher if we go based on VM quantities.
I'm not saying that's a great number but the picture you're painting is just something I disagree with, I guess.
LAKVM26 services were done regenerating last night. a few hours ago before midnight. I still need to contact everyone and let them know.
same issue.
bought $5 kvm windows, almost every 1 hour got it offline -_-
Yeah, the arrival part doesn't work with established companies that have been operating for years and still operating. The usage is intended for something new/coming. It's in the phrase! You'd be better off just saying they're dying/dead. You could say the server was DOA, like in the case of a provisioned server without gateway access. But it's the wrong use for Virmach the company.
If don’t you think this company isn’t completely fucked I dk what to tell you…
If you think this thus far successful company is/was dead on arrival then you’re most certainly below average intelligence.
Squares and rectangles. A DOA company is completely fucked; a completely fucked company isn't always DOA. If you don't understand when someone explains why you're using a common phrase wrong, I don't know what to tell you.
I am a customer so I speak with authority. Stay away.
I am a long time customer so I speak with more authority - don't listen to @sidewinder.
FYI. That's only going to hurt your credibility.
my ticket are didnt get any answer until 3 weeks and my billing priod end before i decided to move with another good provider.