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Hetzner OR USA Location Issue past 2-3 days
Hetzner is having a very frustrating issue the last 2-3 days with their connectivity at their Oregon US location as a result of a direct peering partner. Lots of packet loss and latency issues.
It's deplorable they haven't even released an official statement addressing or informing their affected customers of this (despite knowing about it). Without an official statement customers will start spending hours trying to figure out what the issue is.
This isn't the typical level of service one would expect from Hetzner... I'm guessing their US based locations aren't as favored as their DE locations.
Note I did wait 2 days and multiple discussions with Hetzner support before posting this (for the "why didn't you reach out to support" crowd). Now I'm annoyed and feel it's appropriate to call them out on this lackluster response or sense of urgency on their part.
Comments
The best thing you could do is raise a ticket or send them an email - (pinging the social media manager if they could try helping you what to give on ticket/email) @Hetzner_OL
I am curious as to what their response has been to your issue? Every time I've raised concerns about packet loss, whether it be from their network or upstream they either fixed their issues in hours or they've changed the peering promptly.
Where does the issue lie with the packet loss? Is it Hetzner or is it their peers?
They stated via support request that it's a known issue with a front line peer. Running a traceroute in both directions shows it's one of the first hops leaving their OR data center, no noticable issue going in from a client but it's using a different peer.
They've stated they are now aware of the issue but will take multiple days to resolve.
Moving the services to a different provider has resolved the issue for now, but obviously that wasn't preferred and was a time consuming process. This was after also multiple hours trying to determine if the issue was with the VPS, the client, configurations, etc.
My primary frustration is with how long it's taking to resolve, but also the lack of a notice or statement. It would have saved me many hours of troubleshooting if I knew it was completely outside my control. I expect better transparency and response from them and hold them to a higher standard than many other hosts.
With that said, they've been great for many years, good pricing, and an extremely feature rich platform. I understand issues happen, but such an issue I would have expected all hands on deck and with a notice.
Hi there, we’re really sorry for the inconvenience you’ve had to go through. Unfortunately, we experienced an issue with some hosts in Hillsboro, on which your virtual machine was probably running. However, the problem is already fixed.
If you subscribed to fault reports, a report was sent to your email address. For further details, we would kindly refer to that email. If you were not subscribed, sign up for future reports here: https://accounts.hetzner.com/status
Again, we're sorry for any trouble this caused you.
And if you are still experiencing any issues, please open a support ticket so that my colleagues can help you accordingly. -Lea