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SoftShellWeb VPS offline and unreachable, unresolved for 72 hours
I am posting here to ask whether anyone else has recently had similar support or network issues with SoftShellWeb.
What happened:
My VPS was found to be stopped.
When I tried to start it from the control panel, the first attempt returned a “failed to start” error.
After trying again, the VPS showed as running in the control panel.
However, the VPS is still completely unreachable from outside:
I opened ticket,but the service issue is still not resolved.
If anyone has had recent experience with SoftShellWeb support, node problems, or similar unreachable VPS cases, please share.
Thank you.
@SoftShellWeb I hope you can help resolve my issue. Thank you. my ticket ID：#110010
Comments
I have also encountered the same situation as you. I manually renewed once, and then automatically renewed once. In these few days, the overpaid amount was refunded to the account where the server was purchased instead of returning the original payment. This detail is not very good, and secondly, my server is also unusable and seems to have been suspended. I think it is a vulnerability. I submitted a work order and only received one irrelevant response. I have been asking about the progress of the work order until now, but have not received a response. This has caused me to lose trust in their team.
Something very sudden, my data is still inside.
Thanks for sharing. It seems we are facing the same billing system bug where renewals lead to an accidental "suspended" status. @SoftShellWeb please look into this! we can't just keep waiting forever.
Can I reasonably doubt 🤨， I have browsed through the recent discounts on SoftShellWeb, and the optimized broadband for Asia is 1Gbps. That's right, my optimized broadband for Asia is 10Gbps Have we, as a group, been abandoned? If that's the case, please request a refund to the payment account and return my data file.
In this case, the problem is most likely at the node or provider level, and not in your configuration. Depending on the time, I would demand compensation.
Hello everyone,
Just to provide an update on this situation: The node itself is currently functioning without any issues. However, it appears there is an ongoing network issue on the datacenter's end.
We are actively working to resolve this with the datacenter and are currently waiting for their team to update us on the status of the network.
We apologize for the inconvenience and the extended downtime. We will share more information as soon as we have an update from them. Thank you for your patience.
Thank you for the update and your efforts @SoftShellWeb . I appreciate the follow-up and hope to see the issue resolved as soon as possible.
I've started to distrust him. A few months ago, I experienced a data loss incident. I received an email informing me that I had lost all my data and that they had reset my VPS.
I've been using this product for less than six months, and it's already experienced four outages. Each time I submitted a support request, I received no response.
Update:
They provided me with a replacement VPS located in a different region but with the same configuration.
However, there are two clear issues:
1. All my original data has been lost;
2. The old machine used a China-optimized connection, while the new one uses a standard connection.
My conclusion on the entire handling process is as follows:
1. Slow response; I didn’t receive a reply until 5 days after my VPS went offline;
2. Unprofessional service; when they proposed a solution, I had to communicate multiple times to get confirmation. For example: The original machine had double bandwidth as a gift from a community event, but the new machine didn’t have it by default, requiring repeated communication;
3. Poor attitude; despite the data loss and such a long downtime, the entire communication process offered no compensation or resolution;
I have servers from other providers, such as DMIT, and their service and response times are very responsive.
I am keeping this post as a warning to the community. I would not recommend choosing this service provider.
Thank you for the information, for the next VPS renewal