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
Time to move on and fire your backups
Posting it here multiple times is simply going to increase your frustrations.
Learn that if it is critical, have backups and alternatives.
If not tech savvy just spin off another instance and wait for hh to respond.
If it is critical and you do not want to have another instance setup, its on you. Not the provider
Just another 1 minute downtime
i am sorry, is the VPS up and running need some sort of "support" ?
if the flash sale offer means 7 days downtime with no respond, i don't know how you think about it, i think it is just crap, not worth a penny
even someone scammed you, you don't need 7 days to get a respond
Kio> @Tange said:
+1
I have used many flash sales vps stuff and couple of shared hosting accounts with ultra fast support times with zero frustration.
Devil is in the details.
As a customer, it was your responsibility to read the whole thread and their TOS regarding support.
I've had many conflicts with HH regarding this but I can see the POV from other side too.
The other side is that if the issue is widespread and affecting an entire node, then you can be sure that it'll be being investigated anyway and that's probably why they're too busy to read all the low priority tickets.
I've certainly experienced HH support where I've deliberately marked the ticket as low priority because I didn't care how long the resolution took, just that it got done at some point, and was surprised that it was picked up and resolved within an hour. I've had the same with other providers too.
Not really. A service without any SLA is like saying, "Sale up to 100% off". You can have nothing on sale and the sentence is still true. Then the sentence is nothing but a scam, but you say, "read the sign.. don't blame the store if you drove 2 hours to get here and wasted your time."
Whats HH sla?
Happy Hour 🫣
Joke aside I do have a HK storage gotten from last year HH flash sales.
it’s has been running well
uptime - up 235 days,
Ticket response as fast as 60 seconds!
Where?
Hi, thank you very much for telling me this. Since then, he has been blacklisted by me.
This incident has completely changed my impression of hosthatch as a service provider. Even for a promotional product, I never expected that a VPS would take more than seven days to resolve.
What steps you have taken since 7 days to get your application/ business up and running?
Its clear HH has not responded yet (due to whatever reason).
So far, the VPS is still down.
I have sent multiple work order requests, stating that the VPS is still down. Each time, I receive a mechanical response saying that they are investigating, but the system remains down and no further response is given. If my data had been backed up, I wouldn't have had to contact them. The current issue is that my website data is not backed up, and I truly regret trusting them
Why wouldn't you have backups of your data if important? Clearly this shows data was probably not critical.
Its frustrating to not receive timely responses. But from the provider side, creating multiple tickets does not help.
Id say for now give them some time to respond. I dont expect them to magically fix it in 2 mins but have patience.
As others have pointed it out and its usually made clear on the offer page that support is limited for these promotional items. So that's always a risk and trade off to choose.
Dont get me wrong, my former employer had 100m$ + contract with Azure and anytime we had issues and contacted support it took them over 24 24 hours to even acknowledge.
Not defending here, but got a few lessons to learn.
It costs more money but buys peace of mind at the end.
Good luck
Thank you for reminding me. This painful experience will stay with me for life
You must be lucky or not had to contact support in a long time. Anything that doesn't require a low level tech support in my experience takes 7+ days. I ordered bgp 3 weeks ago and it wasn't setup yet so I asked for a refund. The last time they responded to a routing issue, he basically said I wasn't paying him enough to deal with it.
And I never bought promotional packages from them, everything was full price. So the excuse that "you bought a deal so you get no support" is invalid.
The dedicated cores is a lie. I asked them to remove all the shared cores from my vps and I still got >10% cpu steal.
I did not want to say much about this because I still had servers there and the owner was here arguing and cancelling anyone that complained, but now that I have 0 servers there, I can speak candidly. I am curious to when he will come back and start arguing here and denying all the issues by attacking the customer for being a shill for another company or attacking their character by calling them a cheapskate, or flat out denying the issue ever existed (cpu steal).
I only have promotional services with them, and they didn't say a thing about it. My situation was improved (not as much as I'd like since my direct link to Zurich is only via a very specific ISP) but it was handled amazingly fast.
This was me asking & getting answered to fill their template.
Handled the template as requested, and got fixed in a matter of minutes.
My other tickets about ToS questions & some issues with IPv6 were also handled same day. I'm not arguing that deeper issues can take longer, but that's not my experience, since I really never faced a huge issue with them. And they're one of the very few providers I really trust to run my prod stuff at.
Not saying otherwise, but I always ticket kindly asking for that to be done, if possible. No one guarantees you latency improvements, but I've seen cases where people here have gotten those, so I tried my luck. Did I get what I wanted with that ticket? no. Did I get an improvement? yes. Do I expect them to get a different transit provider for me? hell no, specially when my ISP doesn't like to peer with anyone.
@hosthatch - please show some light on this one.
Same DC, same "network". 30ms vs 180ms.
Why is there a looking glass in the first place? I wouldn't care about 5-10ms difference, but that's an insane difference. In fact, if it was this bad based on testing with their test IPs, I wouldn't have even purchased it.
They didn't even bother, they just tried to charge me for something completely outside my control. It ended up being fixed after weeks.
This is exactly why I kinda prefer a provider that has control over their network than a reseller.
GC isn't a bad provider, I have many services with them, but I've also had the case where support is basically non-existent until you start to be a bit more annoying. I'm happy with both GC & HH, they just have their ups and downs, like any other provider. My VMs with them have also been rock solid.
I just have this stance with HH because my experience has been good, and to be honest, I don't trust a thing OP says just by him admitting that he opened multiple emergency tickets for the same thing. This is not the first case providers have stopped giving promos because of annoying customers like OP, so I don't want that to happen with HH.
7 days downtime a lot? yes, you are right about that. But we don't know the full story.
did you tried reinstall via dashboard? maybe you OS just broken
Depends where you live, that wouldn't be legal in Canada.
if the whole node is working and OP's VPS is down, he can try reinstall, i agree it is his responsibility , however, if the reinstall can't resolve the problem , it is merchant's problem.
i know HH want take the flash sale as a set and forget business, but in the real world, that is not gonna happen, you always get rookie customer
The thing is, this is far from the first time something like this has happened with this host.
https://lowendtalk.com/discussion/200701/production-vps-in-hk-from-hosthatch-down-for-more-than-24-hours/p1
It just seems like people here gloss over all the problems with this host because they like the cheap promos they give, and always pin the blame on the customer demanding too much from a promo.
And I am telling you, as someone who has never bought one of their promo plans, if they can not even support non-promo customers properly, they should not be doing promos.
If the website on the VPS has a backup, I know I can try reinstalling it. The current problem is that my website data is stored on the downed VPS.
Putting myself in your shoes, if your website project was running on your VPS and it had been down for several days without being fixed, wouldn't you be anxious? I didn't open multiple emergency tickets as you suggested. I just inquired in the original ticket if the VPS could be fixed. You think that my multiple requests for emergency tickets might be the result of my expression being translated incorrectly
@hosthatch Anyone else having IPv6 problems with? .AT locations after the sudden reboot a week ago ? and do they still offer support? I opened a ticket 1 week ago
Until today, the VPS is still down, and it has been down for nearly 10 days. I don't know why such a renowned service provider would offer such service.@hosthatch