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[Discussion] RackNerd routing issues: 3 IP changes and persistent 30%+ packet loss
NodeExplorer
Member
I've been struggling with my RackNerd VPS (San Jose) for days, and I'm at my wit's end.
I purchased a basic VPS for light tasks, but the connection has been unusable since day one. I have already worked with their support to go through three separate IP assignments (including a migration), and the performance remains abysmal regardless of the IP segment.
Here is the technical reality:
Packet Loss: Consistent 35%-40% packet loss (MTR -c 50 confirms this).
Latency: 300ms+ average with extreme jitter.
Troubleshooting: I have optimized the server side with BBR and verified clean configurations. The issue is clearly upstream/routing-related.
I have provided all this MTR evidence to support, but they keep offering more IP changes, which is effectively a "blind fix" that has already failed three times. Since the service is fundamentally not as described, I'm requesting a refund, but they are playing hardball.
Has anyone experienced this level of routing degradation with RackNerd recently? Any advice on how to get them to acknowledge the infrastructure issue and process a refund?
Comments
If you're connecting from China, it's normal, unless you're paying for some premium lines and you most likely aren't.
Edit:
Ahh, missed the actual important part:
Are you in China>All connections to american(that not use true premium route)has been distored currently.
If you mean tested in racknerd internally.Yes the network seems unstable currently. ping and route error seems increased than normal a lot.
@dustinc
Yeah it is clearly related to your upstream. To fix this, you would have to raise this concern with your ISP.
Racknerd can do nothing about your ISP's routing issues, so I don't think you are eligible for a refund.
Before purchasing a service, you can always check what the packet loss to your network is like on their looking glass:
https://lg-sj.racknerd.com/
Here is globalping result to racknerd San Jose location:
https://globalping.io/?measurement=2OYXHsrqzO5CF9JhH0001zzYV&display=table&by=quality
The only node having packet loss is in China.
You would need to post the MTRs here for anyone to make an actual informed judgement call. As others have said, depending on where you're located, this could be expected.
tl;dr: post the mtrs you provided to racknerd here.
It looks like GFW problem. HK doesn't have packet loss
Routing changes does not affect for most country, except you're coming from China Mainland. Average Asia to US is about 150-250ms still acceptable. Have you forward this issue to your ISP you used? Maybe they can help you to optimize too?
I still don't understand what's on the mind of certain mainland CN users...
Very quick to ask refund when GFW is congested. They should have purchased another backup with 4809/9929/58807 transit.
It seems there’s a cultural gap in how we view consumer rights. In my region, if a service is fundamentally unusable from day one, a refund is a standard expectation of quality delivery.
It’s disappointing to see some community members defending 'no-refund' policies even when a product fails to perform its basic function. To those who think 37% packet loss is 'normal' or 'acceptable' just because it's a budget service: you are essentially normalizing bad service for everyone.
I sympathize with those who defend these anti-consumer practices, because the next time a provider fails to deliver what you paid for, you'll have no ground to stand on. I'll make sure my peers are well-informed about the 'pay-for-nothing' risk here. Good luck, you might be the next one hitting this wall."
"So your logic is: if it's cheap, it's allowed to be broken?
Let's be clear for all mainland China users reading this: Do not buy these 'budget' plans if you expect them to actually work. The community here seems to agree that because you aren't paying for 'premium lines', a 37% packet loss and a non-functional service are 'normal' and 'expected'.
Most importantly, the provider's stance is that once you pay, there are no refunds even if the product is unusable from day one. In my view, selling a service that cannot perform its basic function and then hiding behind a 'no-refund' ToS is not a business model—it’s a trap for international users.
@NodeExplorer have you considering refocusing from RackNerd to your home ISP who is the cause of this packet loss? Go and ask them for a refund.
"If a provider knows their network is fundamentally incompatible with a specific region’s ISPs, they shouldn't be marketing to those users and taking their money.
My ISP works fine with other global services; it’s this specific RackNerd routing that fails. Defending a 'no-refund' policy for a non-functional product isn't being 'technical'—it's just supporting poor business ethics.
To my fellow mainland users: This is the reality here. If it doesn't work, they'll just blame your ISP and keep your cash."
十美元一年你还想要啥？买之前不知道去了解网络环境？你这些话放在国内挨的骂可比这里脏，丢人丢到国外来
I am a little surprised they don't refund you if it's that bad just because I've always been impressed with RN customer service, but I'm also surprised you didn't do a little more research before pressing buy knowing you're dealing with GFW.
I wonder if they're "playing hardball" because you're insisting it's their fault when you both know it isn't. Perhaps if you approached them differently?
RackNerd has a looking glass, so you can test all their locations:
https://lg-lax02.racknerd.com/
I'd suggest running mtr's and traceroutes in both directions, and also speedtests, during different times of the day. Try to find what has the best routing that works for your ISP.
In general, if you run a global ping test that runs from many different locations, it doesn't show any big issue. Except spotty coverage for China, which is pretty much the case with every service, unless they buy an expensive route to China specifically. And the cost will be passed on.
But some are better than others, and judging by how many "double bandwidth" requests there are in RackNerd's thread from users in China, it must be good enough for many of them.
Los Angeles DC02 might be best.
If you ask support kindly, they might be willing to change your location if there's any stock.
Here's a ping.pe test for San Jose:
hallo brother you are right RackNerd didn't promote any china optimize network, he should check the network before purchase, i love china
That's why mjj has created a very negative stereotype in this forum
I would encourage mjj to migrate to HK. Why bother with the GFW?
Mainland Chinese can't simply move to HK. You need to have high income or be a 'skilled worker. It's basically like migrating to/from any other country, its not treated like a Chinese province.
The product IS performing its function correctly. You happen to live in a country where the government aggressively blocks network traffic. That is YOUR problem, not the provider's.
Ah, I don't know that. I thought they could migrate as long as there's LoA from edu or employers
yea LA still remains fucked, NY aka Buffalo is fine though.
Same with @DediRock though, I guess colocrossing is to blame here.
my situation is the same.
Have you try turn on and off ... GFW ?
Aha!