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Stay away from Nuxoa.De, immature support, do not know how to solve issues and blame it on customer
Hello,
I recently bought a server from ST-Hosting, which is a parent company of Nuxoa.de, they're both owned by Maximilian Dallmair.
I want to note down that I also use the VPS's as a Wireguard VPN.
The VPS from St-Hosting has a good connection, internet speed and very low latency (like 20 ping)
I ended up not needing the ST-Hosting vps anymore so i just let that run out, which is fine.
I ordered a new VPS from Nuxoa.de but the connection is bad and I am getting 40-60 Ping on the VPN while with ST-Hosting I was getting 20-25, which is good considering I live next door to their country that the VPS is located in.
I contacted Max and asked him to solve the issues as it's clearly a vps issue and not an issue on my side, he ended up asking me to reinstall and do a few changes which I've done and nothing helped. I told him i'd want him to solve the issue or refund me, he refused to solve the issue and said the issue is on my side, while with ST-HOSTING I have perfectly fine ping and such, but with Nuxoa I do not.
I ended up waiting a few days to see if he'd fix it or do anything to help and solve the issue, but he kept claiming the same thing: "the issue is on your side". Which it clearly is not, considering I was using a VPS from ST-HOSTING with no ping issues or connection issues.
I asked for a refund but Max denies me the refund cause the server is working fine in his terms, which it is not.
He also closed the ticket after I made it clear that I would report him here and let people know of his poor customer support and behaviour.
yes this picture is a discord ping showcase, but with the st-hosting vps it used to be around 20, yes its my own channel and same location, so it is not set in a different region.
Comments
Update: He banned me from the Discord server for posting a link to this post as well now.
both of you seem like you deserve each other.
sue them
So... you ordered different product, from different company and you are shocked it works different?
Which server/plan did you ordered from Nuxoa?
Hello it would be helpful to share the entire conversation, including all the free problem checks and the debugging steps we took together for your WireGuard configuration and related issues. You also sent us multiple screenshots, all showing no connectivity problems.
Additionally, if you check the connectivity to your server, you’ll see a response time of 8ms from Amsterdam.
As we have confirmed both on Discord and in support tickets, there are no issues with the server, connectivity, or DDoS protection on our end.
Ultimately, it seemed you were not interested in resolving the issue, but rather focused on blaming us for problems that do not exist on our side. Many other customers are running WireGuard, IPSEC, OpenVPN, and GRE without any issues.
Our support team is always available to help, as demonstrated by the hundreds of messages and lengthy conversations we’ve had with you.
We are open to issuing refunds, but only to customers who genuinely experience problems with our services or have tested them for a few days. Running the server for weeks and then requesting a refund, while also blaming and stressing our support stuff and writing on discord server's bad things, is not the kind of business relationship we aim for.
I would suggest reconsidering your approach to communication with providers in the future.
Where you life, the routing to the VPS may not be optimal. I also have a VPN there, but everything seems to work. Could you maybe share the IP block of your ISP so they can track and analyze the routing?
German people are often like this, nothing new
OP said:
Very mature move @TeddyX
Would have been cheaper (in time spent) and less stressful for support staff to just refund OP immediately.
40 ms ping to the country next door - guilty
$4000 bilohbucks fine
btw I took a look at TeddyX's comments and in almost every one of them, he's either shouting at people for being kids or scammers...
kindly please grow up before purchasing from LET providers
Does fraudrecord have a category for tedious customer? sheesh.
Doesn't look so bad now, I don't know layer 8?
https://check-host.net/check-ping?host=nuxoa.de&csrf_token=a1b8b0726d74a539bedda22dd26ddf8fe3a3cb8d
Yes, because you still forced our stuff and posted shit.
No, we are the same company.
Sure, but the customer wants to have his problem fixed, not refunded the money for the server until the last messages.
Thanks, you all can also check the connectivity to our datacenter locations if you ping or trace 89.36.32.1 for maincubes FRA01 or 212.232.18.1 for firstcolo FRA4
Also, it looks like you have multiple problems with multiple provider. So instead of blaming to all that hosters please check your configs and everything. If I look at your profile, there are 9 entry with "scam" in your discussions, and they banned you also from their discords I guess because you also posted wrong informations there.
Regardless of what the customer wants, if they are more pain than they are worth, you should cut them loose with a full refund and tell them to go find another provider. I reckon most of your customers are quiet clients who pay their invoice and don’t cause trouble. You want to cater to them, not to the vocal minority of screamers.
Of course you know your business model best but it doesn’t sound like this customer would have been profitable for you to keep given the immense resources you sunk for them.
IMO, OP should really mature and stop shouting and calling people scammers and stuff. That kind of attitude won’t help solve any problems.
Also, OP should check if the issue is on their end. For example, I had months of trouble with high latency and slow connection speeds from my home in Finland to providers in Germany, including Layer7. I really wanted to use Layer7 but couldn't because of the network issues. It turned out that the problem was with my ISP, and they weren’t much help. Switching to a different connection fixed everything, and now I’m happily using Layer7 and other German providers again.
I’m not saying the problem is definitely on OP’s side, but it’s something they should rule out.
Not on my side, same exact config on ST-Hosting and it has 20-25 ping, while with the same config on Nuxoa I get 40-60.
is the location of the servers exactly the same?
Says it'll post on webhosttalk // posts on LowEndTalk...
As far I am aware yes. Max said it himself.
Nice post farm, most useless reply on a thread/post I've seen yet on here. What does that have to do with anything?
Why are you so angry and aggressive?
Speaking to people in a normal pleasant tone will yield you better results in your general life, not just when talking to support.
Doesn't mean much. Basically now same company != everything exactly the same. Example: switches might be different, servers might be different, eth. cards might be different, and so on and so forth.
IMO the real problem here is difference in approach. You want something exactly like in your head, and right away - providers however aren't TeddyX focused but (usually) focused on solutions, so they try to understand what you want or what you consider a problem and to then find a solution that (a) is as close as possible to what a customer wants, and (b) within their and their product's frame and reach.
"I want exactly the same result I had on another server and with exactly the same, my, config!" is something a provider who is friendly and has some time, might try to think about and maybe make a customer happy - but certainly not when you approach him demanding and basically aggressive.
The other important point is again you. You either want basically slaves or are, pardon my being blunt, clueless, maybe both, stubbornly insisting on that config.
Btw. nowhere so far did I see any, even small, attempt from your side to help or somehow to at least offer to do your part in getting what you want. Just a fixed demand and getting pissed off quite quickly.
Good luck and a better attitude next time.
And this type of answers is exactly why you got booted from Nuxoa.
Really reconsider your tone when speaking to random strangers you don't know from anywhere. Have a nice day.
Never had a problem with my st-hosting server and @TeddyX you should learn how to communicate without words like "dumb fuck" or "Scammer", ...
We have a saying here: With this mouth you kiss your mother too
I should probably mention that 80% of the ticket is not included, I can't take pictures of it as he closed it and i was luckily able to take some pictures of the latest messages. I was polite in the beginning, but after repeatedly being told that the issue is clearly on my side, while it is not it starts getting annoying and frustrating.
I should of probably mentioned this in the original post as well but I didn't think to do so when posting it as i just wanted to point out the bad customer service from Max.
OP is incompetent for not supplying mtr reports showing the problem.
Provider should have said they can't help anymore without mtr report.
40ms over a VPN connection to next country is not really that much. Could be time of day congestion or different routes, but it's very unlikely anything is broken. Perhaps an optimization can be made, but there's nothing a refund would merit. Ping times are round trip, so half the difference is the difference, so now we're talking 10ms in each direction...
OP, you're clearly being an asshole, and worse, you're not technically capable to manage the server as you haven't done basic troubleshooting nor understand how things work.
You cursed at the provider by calling them a dumbfuck. Then you threatened them by saying you will post on 'webhosttalk', whatever that is. You then accused them of being a scammer. Such a mature and level-headed person you are. It must be really exhausting carrying that much self-importance around.
if i were said provider i would have terminated and banned you without any refund
So much this. Probably just the ISP taking another route for the different IP/subnet/ASN. But does not seem like anyone could be bothered to start looking into the basic stuff at all.