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Comments
At least they stopped answering ticket every day with "try again idk maybe fixed".
Yeah that’s the classic “throw random fixes and ask the customer to QA it” loop, instead of actually monitoring and fixing the root cause
yes, I probably agree with you
Okay, cool, I'm happy for you
Update: got a reply to the ticket saying the network rules have been amended.Same, meanwhile it's as trash as ever, if not worse.
I actually got fed up with this fantastic incompetence and just closed my ticket, it was hard to hold off utilizing some F-words there as well, but I suppose that could get the account banned, oh well.
@rm_ thanks, reported back!
I mean they have to be looking at reports with their eyes closed to be missing this right.
Well
@HostSailor: Can this guy at least be spoken to? It's the 5th time now that I've been asked to recheck, and I don't even have to because my mailbox is still filling with reports of packets loss.
In the meantime I've started a ping.pe to my IP and within 30 seconds over half of the locations there are reporting at least 33% again. The problem today, again, started at 11:30am local time and is continuing.
If you then dare to ask to "check again" at 01:30pm, and from my graphs I can see that it still hasn't been solved, not at 12am, not 01pm and not at 01:30pm, somebody didn't check themselves but again went to the customer.
You can reply "We really understand your frustration and inconvenience. Please be assured, our team is thoroughly working on it to fix it ASAP." - but apparantly the people working for you don't understand it or haven't got a clue what they are doing.
Shall we make a deal? Every time from now on someone asks in a ticket if it has been fixed while it isn't means +1 year?
yo i want some of that
here's mine, GMT+10 - nearly identical to @rm_'s
I'm so f***in' tired of getting "please recheck" things while they can check themselves and see that it's not solved. Especially when I already stated, in the ticket, that I'm not their monitoring system.
And no, it's not that I'm easily upset or anything.
This morning I had downtime on a few of my VPSes - didn't even file a ticket because they came back properly and it still is LowEnd. This HostSailor VPS: I saw the issues, but waited for about a week to file a ticket because I was hoping they would see things themselves and again, it's LowEnd. So I can be pretty patient myself - however, if they are treating a real issue on their platform in such a way and keep on asking the customer to re-check while it's such a broad issue - then I won't let go.
Hello everyone,
I want to step in here and address this issue openly.
First of all, you’re absolutely right to be frustrated, especially with repeated “please recheck” responses while the issue is still ongoing. That is not the experience we want to provide, and HostSailor take responsibility for that.
This is clearly not an isolated case or a single-node issue. Recent firewall adjustments have been made in response to network abuse/spam activity. While those changes were necessary, they unfortunately introduced intermittent packet loss across parts of the network.
At this point:
You are correct, this should not be a “try something and ask customers to test” loop. That is being addressed internally as well.
We are treating this as a top priority and working on a permanent fix. I will personally follow up here with a proper update once we have confirmed stability.
Thank you for your patience and again, apologies for the experience so far
I don't know if I'd be glad to be hassled with more years of this, even for free
In fact a cool move would be to offer immediate cancellation and prorated refund to anyone affected. But hey, then they will be left with nobody with expertise or tools to monitor and diagnose their network.
Well, I don't. I don't mind the money another year costs me. But sometimes you have to make people directly feel that they're not customer friendly - @HostSailor can apologize every time here, but it hasn't changed the behaviour of their people. I've managed customer support departments and whenever unwanted behaviour was shown, I've made a "game" out of it. Proof that you can reach certain targets, if not, you have to treat the department on cake, if you can, cake's on me. It did cost me quite some cake, but also brought a lot of compliments from the customers about the improvements. Less stressed customers, my people were happy because of that, win/win.
Was just looking for mail from another provider in my mailbox, and I ran across this one from HostSailor a couple of months ago. Sarcasm is a dish best served hot.
Just curious...are you running business production apps on hostsailor server?
"Production" is a big word. It's for a foundation that I maintain VPSes for, so funds are limited, and we've made the choice of having multiple low-cost VPSes in a kind of cluster. So if one is off-air occasionally, it's not a big deal.
However, part of it is an SQL Cluster, and for that behaviour like HostSailor now has is really killing.
And you can argue to use LowEnd services - but again, there are loads of LE providers that are good enough for this kind of work. And also, to be honest, HostSailer has done a great job most of the time, but this just takes way too long to solve.
Nah, I am very different from most people here. However, I am very curious what people are using their servers for, hence the question.
Still borked
Yep, borked and silent, so basically nothing changed. Including the most likely "we don't have a clue what's going on" bit.
Whole network falling apart now?
Nah, just at the peak times, and they still hadn't figured out how to list all VPSes sorted by traffic consumption over the last 24h or in general.
I just mean that this time it doesn't seem to be limited to a node or two. Their site is completely down. I haven't had trouble at this time before, it's usually in the early morning east coast US time.
The problem still exists.
Yeah, saw it this morning; at around 2:30 am (local time) network was drama. But not as long as the repeating issue - so I consider it as an incident at this moment.
Maybe, just maybe, something has been changed that finally resolves the issue. If I go by the words of HostSailor, they're saying something like "we had an issue with abusive traffic, mitigated it, and that caused the issue you're facing". So that would imply they know where to look for the answer, however, I haven't seen any results yet. In the meanwhile, we - customers - have VPSes with issues for at least a month already.
No we don't. We moved out already.
My server has been restarting several times lately. That's even more annoying than network issues. I set up the 2nd node for PVE-HA to keep my sites online.
I say "we customers" you say you. If you moved out, you're not a customer anymore, so not part of the "we customers". And if you only moved out the tasks of your VPS with HostSailor, you're still a customer and paying for it without getting a usuable VPS. That's still an issue.
Now a week since the last 'update' from @HostSailor... and yes, the issue still exists.