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Comments
PMX + PBS FTW!
Why no email to the customers? Why not replying to the tickets? And why then do you have it as resolved here:
https://status.servitro.com/
Support tickets are completely unanswered. I'm now suspecting ulterior motives. My service has been canceled, but I haven't received a refund yet. The support ticket regarding this issue hasn't been answered either. Let me ask here. Will you issue a refund for the service I canceled on the 6th day?
We are actively responding to tickets, but due to the overwhelming volume, it will take us some time to get through all of them.
No response for over 24 hours. What would you think if you were a customer?
I'm delighted to hear that customers' image files are safe. However, an email to all users would've been helpful. It's only thanks to this community that we know what's happening. No doubt, there are hundreds of unanswered tickets in response to this, including my own.
I'm sure Servitro have a lot of stress at their end and tickets are probably the last thing they have time for. However, an email to all customers is vital. Without anyone knowing anything about what's happening, you risk poor reviews and a loss of business. Mistakes and downtime happen - it's how they're dealt with that matters.
I wish Servitro the best of luck trying to get this issue sorted out and restoring customer images as soon as possible.
I'm a customer and an unhappy one, 24+ hrs offline services, no emails, ticket response in 20 hours, status service reports no issues, and our server is still offline
We have replied to every ticket.
Joined today and complaining.
Welcome to LET! where everyone complains!
Resolved.
Wouldn't cost you much to boot all customer machines. I had to go there and do it manually. But can't expect much from you, that's clear.
At least send an email to all of the customers.
Unfortunately, there isn’t a script to boot all servers at once.
We will.
My instances are back online, although I had to reboot them myself from the Panel. Credit where it's due though, there's been no data loss from the incident, (at least for me anyway).
I don't expect much from a $12/y VPS so I'm glad to see that I don't need to reinstall things on my server, but a post or announcement in the whcms portal would have been good to have.
Would have likely reduced the number of tickets about the server being down too (although probably not by too much).
My sentiments exactly. I don't have anything I couldn't miss for a few days on a $12 VPS, I don't even need to be comped in any way, but the minimum should be an ASAP e-mail to all affected people... Just so I don't have to troubleshoot thinking it's on my end, or maybe hacked, or whatever.
My monitor shows a total downtime of 1 day 18 hours 3 minutes for my VPS, but admittedly, this is also because I manually rebooted my VPS only this morning (after waking up)
@Servitro
As others have said, it would have been useful if you had sent an email to affected customers, which probably would have also reduced the number of tickets that were opened as a result of this incident
Not to mention that not everyone looks at LET as often as some of us ...
create a tickets at 24/08/2025 (15:54),not answered now
Seriously, you could have written a script in less than two minutes, or done it with just two API calls using curl.
https://docs.virtfusion.com/api/#tag/servers/get/servers
https://docs.virtfusion.com/api/#tag/serverspower/post/servers/{serverId}/power/boot
This is an outside view and I'm just leaving my words here. It's also a list of why I didn't buy a vm from Servitro yet. Their pricing may be good, but immature with just two nodes and the following... meh.
Well what do you expect from a company who has
I also do not understand the fact, that it is a UK company, selling German vms with their main target audience being US. Am I being the weird here?
Thanks @Servitro for sorting this out. I'm delighted that all data appears to be intact.
I'm sure you will have noted that mass communication to users would be greatly appreciated going forward. If you're unable to use email, the announcement page on WHCMS would do the job. Thank you!
If you don't have a script you do it one by one at all servers. Yes, I said it: one by one. SolusVM doesn't have a script either and that is what providers do when for example libvirt doesn't call them up automatically (or they attempt to launch some script/API call, as it was very well pointed out here by @xvps ).
It's unprofessional to do otherwise.
I was currently with IPv6 down at your service when it worked before, was giving a timeout, but IPv4 was working correctly. Since your gateway was pingable and the VM had v6 from the inside, I went to investigate.
And further investigation made me discover that, without prior warning, stupidly, absurdly, unexplicably, the convention for the IPv6 /64 allocated IP was changed, by changing the provided v6 from ::1 to ::a, which is more than halfway past the hexadecimal scale of v6 addresses.
This caused one of the most pointless downtimes I ever had on v6 only from the outside. Therefore, as you may understand, I'm slightly pissed off.
Next time, ensure that v6 conventions are respected and that things like this don't happen. There are standards to be followed and they must be followed. And ensure the VMs get up when they are down after the general server is up, because the resources you briefly win by not doing that are pointless in the generally-desired long run these servers want to have, and unnecessarily affect the image of your brand and the view of your customers of it.
Best regards.
Hello everyone,
We sincerely apologize for not sending emails recently. This was due to some mail server restrictions. We’re working on resolving this and will ensure timely updates for everyone moving forward.
Please note that we do not manipulate our status page—all updates are posted automatically by our monitoring system.