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.
Comments
I also ssh can't connect, I've submitted a ticket, waiting for processing...
Ticket ID: 419450
Everything is down, gone with smoke..
mine's been down for several hours as well, nyc. not sure if the website is down for everyone else either, but I can't reach it to open a ticket.
Same here, new VPS. Strange situation with routing, you can ping remote IP from VPS or VPS IP from remote box but can't connect (can't open a TCP connection). It takes a lot of retries, leave it open for 5-10mins retrying and then IP starts working steadily. It's like their global routing went nuts.
site and portal works for me but they haven't responded to my ticket for hours anyways
Ticket Created #881441
What vendor limitation that is, I wonder.
I’m going to request a refund because it’s only been 20 days, and I’ve had constant uptime and performance issues. I signed up specifically because it was advertised as HA, and I wanted to keep my servers online and avoid downtime.
When I finally got access to the portal to submit a ticket, my VPS had errors and networking wasn’t working. I rebooted it, but the networking is still broken. I can’t even back up my files to move them to another server.
It’s hard to trust a provider that claims to offer HA when they can’t even keep their own websites up. I’m planning to back up my files and put in a refund request ASAP, but right now the portal is down again, so I can’t even update my ticket or ask for a full refund. I’m also outside of the 15-day refund policy and can’t access the terms of service to check the SLA or refund details.
Ticket Number for MassiveGrid: #254890
This site can’t be reached
portal.massivegrid.com took too long to respond.
I just noticed that my servers work fine, but outgoing wget does not (so I can't wget or curl google.com). Their website and portal are down. Definitely something going on, but they are clearly trying to keep the services up. Although I am wondering if for example sending emails (assuming you had support unblock smtp) would work right now.
https://lowendtalk.com/discussion/comment/4128248#Comment_4128248
@HotaruBlaze Since my comment on @sucre13 post earlier today, there has been 4 more hours of downtime, today alone.
I have already switched to RackNerd... now just waiting for my MassiveGrid server to come online so I can port over files.
I was going to ask for a refund as well, but wanted to do some due diligence research...
According to the official terms by MassiveGrid (which I can't even see right now since their site is down, so I have to use archive.org) They basically say month to month services get a 15-day opportunity. These deals on LET are yearly. There's nothing I could find about deals-related terms, but the following paragraph mentions custom solutions and those disallow refunds. Deals =/= custom solutions? Idk. Further in the terms, it states, that if MassiveGrid desires to give a refund, it will only be in the terms of credits. Then they mention chargeback clauses, which weirdly state that MassiveGrid will terminate the services and refund the money (likely so they don't have to hassle for keeping it?).
So they had a pretty decent lawyer write the terms... let's just see how well they want to hold them up for such a bad reputation they're causing themselves.
Their website is down for hours. They just could not handle LET 😅
I mean you can't force a customer to pay for a product that you don't deliver. Under 99% uptime with frequent alerts, in addition to ping spikes, certain protocols not working (ping says up, ssh says down), CPU locks, their whole website/portal down, and all customers affected may be different from a 1 day outage due to an unforeseen event, or from one node crashing.
My VPS is down for like more than 6 hours now and now I cant even open the site
Ticket #397867
You're completely correct, unless they wish for the Federal Trade Commission to be down their throats.
Now it's back to normal
IANAL, but I believe it really depends on how they try to enforce their ToS in their favor. If they classify it as a monthly-monthly service that's prepaid for that duration, then their SLA kicks in. From my understanding, the cap is based on the renewal date, so if you're on a yearly plan, your SLA cap is the cost of a yearly renewal. For triennial SLAs, the cap would be triennial, etc.
So, they either take a (IMO pretty big) dent for SLA credits that everyone’s going to trigger from this, or they decide to refund the service. Either way, they are already losing money and will hurt their customers due to the influx of tickets.
They state multiple times a 100% SLA in their TOS, and I feel their claims of being HA are highly questionable due to the nature of these issues. It’s not tied to a specific server or region; it's a global issue. I also question how and why you can be an HA provider without any status or monitoring (at least publicly available).
I'll wait and see how they handle this because they could step in and try to make it right, such as with comp upgrades or offering a partial refund, since they offered a service that hasn’t been provided. It's also highly questionable if they can provide that service currently if they can’t even keep their own website online.
In my eyes, I paid for a service that advertised itself as HA, and I now have bad faith that they can offer that service reliably as they advertised.
Also I forgot to thank you for the archive.org link, I tried to get one and couldn't earlier, so thanks for that
no way!
My server is disconnected
even their website client area down, sorry for ppl who purchase 3+1 year
Their client portal is down so I can't create a ticket. My server has been down since 3pm (over 11 hours ago as of this post). Normally highly available service means little to no downtime but that doesn't seem to be the case here. What is the over/under on if it comes back at all?
Frankfurt down for several hours. Ticket #252859.
Hey @Arkas, if you're looking for another contender for the hall of shame for BF, we gotta another live one!
Stop responding with this utterly bullshit. I've raised tickets. The response is ridiculous; every time an impression like "you are the only one" while there are more people facing the same issues. Even told you the tickets here.
And now saying "put in a ticket" while that's impossible, simply because your portal isn't available.
And now coming with that explanation? Your "high availability cluster"? As told before by multiple people: you're overselling because that's more important to you as delivering.
The portal itself is hardly accessible, so raising a ticket doesn't seem to be feasible. It is a matter of trust when making a 3+1 year purchase and I would say that has already been broken.
Would appreciate if refunds can be processed based on the order number here itself for those who availed the LET offer.
Clientarea is down, ticket is down, ssh is down, what is ready for using?
So how much did MassiveGRID make from this thread? Looks like at least 500 sales.
Does anybody know their working hours? not seeing anyone mentioning ticket being responded plus no comment here either