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HostHatch suspended server and ignores ticket
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@hosthatch
I'm probably going to get a lot of hate for this opinion, but I think you should stop selling these promotional plans or at least sell bigger plans to fewer customers.
Your support is clearly overloaded and is not scaling with your hardware. As one of your customers with multiple non-promotional plans, the support still seems overloaded. I also wouldn't mind paying 20% more for support that is timely and doesn't appear to be frustrated.
You've let these criticisms get under your skin and turn this into a personal instead of a business matter.
It is hurting your company's reputation, even if you can justify these promo plans having very long support times.
The prevailing opinion is that HH is upset at being called out by a customer and all the surrounding bad PR so they fired them as a client. My opinion is that Hosthatch said, "You don't want to be our client and from this fiasco you're not likely to do well on our promo plans so we'll just do a no harm-no foul refund and let you go on your way". It got messy(-ier) when the client didn't want to go. I'm definitely in the minority though.
Migrating 1TB wasn't an option when I was migrated 3.5 months back. I'm curious when they started this unless they just meant customer migrations for VPS migrations.
They have overhead in dealing with tickets and creating the new server and removing the old one.
I didn't really read most of the comments here but i still allowed myself to form an opinion about it, which i am now sharing with you.
If I've missed something important, that's why.
When we had our deal up last week we got a ton of requests almost only from new "lowest tier" customers in terms of what they pay for our service.
We are not really used to the implications that are getting brought up by that, which can be concluded of Users:
Providing that to hundreds of new customers every day altough your customers normally only create 2-3 issues a week while paying at least 3x will make you question how much you are actually providing and how individuals value that.
I am talking about real cowards btw, e.g. users pushing 2 GBit/s 24/7 over a shared 2 Gigabit port. (Those aren't actually shared, each hypervisor has 2x 25GbE internet connectivity) We just limit VMs at 2 GbE and tell them their 2 GbE are shared.
And such a user then will tell you that he didn't know he doesn't have dedicated resources or unlimited bandwidth.
Please don't get me wrong, i am not saying that hosting providers on LET which really focus on quality are generally being abused (although some LET users told that) or that they are the holy ones or something like that.
Important: I am also not saying that the customer did anything wrong.
I just wanted to share how it can look like from "our" perspective. Some of us are more capable of handling that without feeling attacked personally and some are less.
That still may be no excuse, but i really don't like how quickly things are escalating.
Please let us just calm down a little bit and self reflect on what we are doing here.
After all we all are human beings only having that one life. Let's try to value that and to have a nice time all together here on LET. Real change begins within each of us.
Thanks for reading.
You just typed a whole lot of.. nothing
I just wanted to make an appeal to be nicer to each other.
Sorry if that bothered you.
@ProHosting24 Listen, I 110 % get your point.
What I’m about to say now may honestly suck for you as a provider, but the truth is, expectations are different.
A client is allowed to get frustrated when his/her server is down. A support agent is also very much allowed to get frustrated by the tone of a frustrated client, but the role of a support agent is honestly to hide this frustration in professional situations.
In a situation where a client and a support agent take turns taking jabs at each other, I’d say that the support agent is to blame. It may suck, but it’s the job.
There are limits, of course. But it’s not okay to do what Hosthatch have a tendency of doing, which is doubling down on the frustration of the client and shooting it right back at them. That’s not how a dialogue between a let down client and a support agent should look like.
Don’t take the above personally, I like you and your attitude. The above is simply my perspective having been on ”both sides”.
Why are you being so obtuse?
HH thought it was well communicated that support is best effort and second class citizen on promos.
Customer doesn't acknowledge that and expects same support response on his promo service.
HH said they'll make it more explicit about support for promos in the future, not that promo support priority would change.
Therefore, refund customer.
The op and emgh are being fucking annoying and obtuse.
Thanks for your great input
I support small business owners firing difficult customers. Not worth the energy drain.
I get your point, my goal was just to invite both parties to touch some grass.
There is just a lot bad stuff going around in the web that i got a glimpse of, the people always tend to forget they are interacting with real humans and emotions.
But maybe i am just kind of bias-ed with the experiences i made in the bubble that i originate from. (ppl harming themselves and others etc.)
Very understandable
May I share with you one incident in the past:
I received one abuse complained forwarded by Cloudflare to my provider Vultr in 2014 (or 2015). The Vultr agent forwarded it to me and demanded a response in 24 hours. As a matter of coincidence, I was on holidays and did not check my emails for three days.
Vultr had suspended my VPS without an examination of the complaint at the time I had noticed, whether it was valid or serious.
I answered that they should fire the Vultr agent because the Cloudflare agent had forwarded one complaint regarding the IP Address that did not belong to Vultr. So why the hell he forwarded it to me at all? Was he blind and stupid, I asked.
Vultr agent (different) appoligised to me for that incident after verifying that that IP did not belong to Vultr and had immediately unsuspended my server.
Then, I took that matter to Cloudflare too. They must have made a similar mistake too because they allowed someone to file an abuse complaint, when the complainant DID NOT USE ANY SERVICES on Cloudflare.
This entire complaint was bogus and was a harrasement for everyone.
But my VPS was suspended for three days. For no sensible reasons.
All of us came to a conclusion that the complaint was filed to fool both of those giant providers, who remained sleeping.
This story also explains that a complaint forwarded may not always be correct or well founded. In that case, you @hosthatch do have a civil obligation for taking action based on your contractual relationship with the client.
To impose contractual penalties on your clients upon invoking violation clause of the TOC, you @hosthatch need to have your own personal evidence and cannot rely on evidence given by others, regardless of who that may be.
On the top of that, if you not only circumvent this civil prodecural obligation (and take the word of someone else as the word of god) but, in addition to that, elevate your prodecural situation by not responding to the client and saying this was a promotional offer, than this is a reckless disregard of your contractual obligations. Then, even an explicit agreement can never ever save you.
Just sharing with you @hosthatch my thoughts constructively and not puting forward as a complaint.
You are absolutely correct! Well described ....
@emgh you have chosen not to respond?
What’s unclear, exactly?
Personal attack?
Ah, just them trying to make it personal across threads. They have done the same before. Ignoring my responses in previous threads and just doing it again here to make me look bad.
Honestly, I think this discussion is heading to its end though, unless anything new comes up.
I likely won’t change any opinions now. But I think this thread demonstrates the issue with HostHatch.
We do offer the option to migrate the VM for you now (it was not offered a few months ago). But the overhead I was referring to indeed the support part. Most people take the option of having the new VM created, migrate the data themselves, then want us to switch their old IPs to the new VM.
Creating new VMs, tracking old ones, then removing old ones and moving IPs and so on - all of this takes and immense amount of time per server, multiplied by thousands of the VMs being moved.
im actually fine to start afresh i.e new IP and all, so maybe that might ease up the workload for those who prefer to do so.
That puts the least stress on support, but we of course do not expect all customers to do that, since we are talking about TBs of stored data.
@hosthatch server being completely unusable even on your dashboard after the migration (no actions can be performed) and waiting for a response from 6 days
I like reminding this ....
@Mad Background..?
It's after the migration that took over on their end for the storage VMs; They spawned a new VM to replace the old one, but I noticed it was completely down and I simply made them know and still waiting for a response.
Regardless of the reason none should ever wait 6 days if there's a service interruption/downtime... c'mon...
Let’s hope you’re not forced into standard plans now.
Some people here just have plenty of free time and prefer to waste it using keyboard.
What's your point here? Did you go carefully through the comments?
The point is simple - some people just have plenty of free time to exercise their keyboard skills. There is nothing else to discuss here. Some people are unhappy with HH, they are free to find something else. Other are happy (this is me)...but no, this is just too simple, so some prefer to post walls of text improving their self-confidence and polishing up legal/financial/wisdom skills.
I see it the other way around.
It's about being conscious of Pros and Cons before taking a choice, listening to others feedback
Everyone is happy as long as he's not concerned, but let's wait for the service being down for any reason waiting ages to get a response in order to get it restored, then we'll see at that point.
Pros and Cons are already known. A few pages are enough for this, generally. Beyond that it goes offtopic pretty heavily.