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Chunkserve, a hosting company without support
Anthony2016
Member
Frankly, I hate to point out problems publicly here, but since the provider is represented in this forum, I allow myself to criticize.
The problem with Chunkserve is that they offer no support at all: Tickets and messages via Telegram are not answered, not even private messages here at Lowendtalk. 
Our two servers, which we paid for a full year in advance, went offline today, and we don't know who to contact when tickets are ignored for months.
This really isn't acceptable: If I run a business, I have to be willing to communicate with my customers. No support is a no-go.
Comments
Pay by month. And no head pain. You lose 1 month cash not 12 if it goes bad.
This is why you don't prepay for an entire year for some random LET host service
It's a recurring theme here that in order to get any meaningful support, you have to publically call them out / shame them...
chargeback yesterday
i will need to adjust buying behavior a little here, thanks diva
I LOVE CHARGEBACK FRUAD!!!
ur so cooked bestie, never prepay 1 year
I cant understand why people crying here providers for a LET service. What are you paying for ? $12 per year ?
What kind of service do you expect for that price ?
I can tell you the different side.
Had some tickets with chunkserve and yes, sometimes it takes longer to get a response but depending on the price of the server the support is amazing.
Yep its a LET service so do not expect a 1 minute response for support.
Hey!
May You please clarify? I'm replying to all of Your telegram messages. Even now - when You linked a thread. You already created such thread in the past - and I explained everything to You.
You didn't open any ticket regarding outage - and also didn't see any message on the telegram. If ANYTHING is wrong, You can always message me - and we'll sort this out. After You linked me thread on DM, I asked about more informations and You then said, that the server is offline - and I know it just now - fixed.
On customer panel, there is one ticket opened recently regarding service in Poland - I was gathering information about that and wanted to get back to You with everything tomorrow. Everything else is closed.
When You're creating multiple tickets on panel + messaging me on telegram, I'm replying either via TG or support panel.
So if You have any problem, MESSAGE me, rather than assume that I would not reply. Today's situation is clear for me - I received only one message from You with link to that thread - nothing else regarding outage. When I started conversation, You told me then about the problem - that I fixed promptly.
I would love to help in any case - but firstly, I need to know if something is not okay.
Hey,
previously that was the case, but since some time, we improved couple on things internally and everything is sorted out faster. The thing with today's case is we didn't receive any message regarding any outage.
Since you here, any new dealz? It's summertime, your latest thread was November
But their servers are stable like other hostly providers. I will think three times before create a ticket do I really need it because I already get much more for my 1$/m.
There will be, probably next week - depends when the package with disks arrive.
Honestly. Telegram is not the right support channel for that.
just create a ticket.
The life could be so simple
Agreed telegram shouldn't be the main way a company provides support - web-based ticketing system is the gold standard, since not everyone has telegram.
Also, it makes tracking stuff like this so much easier for the business.
The title intrigued me - initially thinking there was a host offering low rates provided there's no support (besides downtime/account issues).
We're trying to adapt to customers - some of them prefer telegram, some whatsapp, others support ticket. Today, there was 1 ticket opened by a customer regarding offer in another location - wanted to get back on monday. We visited potential datacenters to ensure the conditions, already picked the proper one. Some transit apsects are just waiting for agreement, so nearly everything is done - just need to confirm couple of cases to be sure about the actual state.
In the past we had a lot of issues with support - that @Rubben mentioned. However, since then, we're trying to elevate the customer support experience - and since we made couple of internal changes around 3 weeks ago, everything is now answered promptly. (We received even some positive feedback on the thread) - would try to prove that in the long-turn!
Don't. Just don't go with customers who ask for support by x or y. The less support channels (at least one ofcourse) the better - otherwise you'll end up checking all channels all the time and don't have any overview.
Ehmm...
08:36: VM down - as in the whole node is down.
09:22: Ticket created.
12:33: VM partially returns
12:53: Reply on ticket
Thank You for the feedback! We prefer tickets via our billing, and most of the customers are communicating with us that way. On tg/whatsapp there are mostly colo/dedi customers.
We were flooded by tickets after getting notification about the problem, main goal was to fix it asap, since ~11:35 some affected services started returning back.
I got my server from them like 3 months ago and I had to create 0 support tickets in that time. It's stable and well worth the money to be honest.
Excited about the new sale @Chunkserve !
Now I'm getting curious. Be transparant about it; in my 20+ years working in delivering IT services there was always 1 golden rule: first inform the customer, then start solving the issue. Mainly because, with multiple affected customers, you want to limit the number of tickets, and also the customer doesn't know that you've seen an issue and the customer will always think their ticket was the trigger.
I've checked messages before entering a ticket - I usually wait with tickets in case the issue has been solved quickly - but as you can see from the timeline, it took hours before a solution and I've never seen a message that there was an issue.
So I'm really wondering when the issue was detected and solving started, because - as a customer - I still have the feeling that solving only started after a few messages on this forum...
i paid @ManishPant and @AK_KWH for a whole year of their mothership, am i fuck sir?
Hahaha your chicken will be fried well with us.
Thanks for the feedback, totally understand Your pov. Will take further action in the future to be more transparent.
That's wrong, we looked on LET after resolving the issue - and my message that it will be back in 5minutes (see thread) was during the await for bulk vm start.
My server has been running smoothly since Nov 2024 and there was no reason to open a ticket. However, I am a bit concerned that there are more and more messages there is no support.
That can be - but timewise there was at least one ticket open for hours, the incident was there even longer, and after it was reported here within about an hour it is solved.
Or are you trying to tell here that it took 4 hours after discovering to fix it?
I'm sympathizing smaller hosts that try to establish a company - please don't think otherwise. And I understand that on a Sunday it takes a bit longer to get things going again, but then don't come here and don't react on timelines or by telling that support has been improved while in the end you had a node downtime of 4 hours, and for some customers a service that wasn't correctly working for almost 6,5 hours.
Transparancy is also explaining how the timeline from your point of view is so we, as customers, can understand that it wasn't us who triggered solving the issue but there is monitoring in place and acted upon.
Hey, happy to see that service is running smoothly. I already explained my point of view - we didn't even receive any support request regarding downtime (regarding op post). After this post "went live" - I received an information from customer that he's experiencing issues - it was promptly resolved after ~3minutes.
@Calypso - that's right, that ticket was opened since ~9:30, and 3 hours later everything went up. Around 12:30 everything was up and running (some of the services went up even faster - every VM is starting with a delay). The issue with 1 /48 was related due to announcement on @BackboneDirect 's infrastructure - I asked them to de-announce it, so I could move the prefix to my own infrastructure - and after that it starting to work correctly (firstly I thought it may be due to fe80 routing). Of course, in the future we'll try to make it a bit faster + integrate automatic notifications for customers (that is planned with new panel that we're heavilly working on, but I'll speak with my colegue about writing WHMCS addon) - so everything will be more clear.
That's the right way - focus on one channel of support connected to your billing, and just funnel people to submit their support request there. As someone else said, trying to offer support across multiple channels is best left to large companies that have the teams and processes to handle that.
3 cents - you can always use a telegram bot to autosubmit tickets to your system. It requires a bit of coding, but I've seen it done and can be automated with something like zapier.
Bot idea may be cool - but it need to be done the right way. I'll of course consider that, thanks!
i am using @Chunkserve for a few weeks, i also got yr package. recently i raised a ticket about a issue and they responsed me 3-4 times withtin few hours.
i am quite happy with their support
You're missing the clue here. When did you start fixing the issue? 9:30 when the ticket came in? 11:30 when posts on LET appeared? 12:15?
I can now wait for your answer, but I'll give you my opinion: all of the above are worrying. As is you not answering that question before - it almost seems that you are avoiding it.
The answer ideally should be "08:35" - then things went wrong. In the past you said that monitoring was in place. Monitoring should detect things going wrong. @08:35 my monitoring told me something went wrong with my VM. So I expect from you that your monitoring does the same.
And again, I can understand that on a Sunday it takes a bit of time. But I still don't get the feeling that you were aware that something was wrong. So I've tried to find an answer to that and then I get the feeling that that part of my discussion is avoided.
The real issue is: this was not the first incident. And it was not the first incident with a longer downtime. And every time improvements are promised, but as a customer they are not visible. I try to get some info out of you that confirm that there are improvements, but it doesn't help when your answers are avoiding these questions. It just makes the impression I have worse.
[Remark: About the IPv6 not work: again: that can happen - and that's not my main issue. My main issue is/was the complete downtime for hours without any sign of life from you as a provider.
I have service with them since BF
except some random reboots time to time, everything is great
I had only one ticket and its was replied and fix in 10 minutes (and it was not even provider fault)