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Is Hosthatch.com currently operating normally?
Hello everyone
I have 4 VPSs hosted by them, and I've been using their services for over ten years. Five days ago, I confirmed that their Singapore server was inaccessible, so I initiated a ticket. However, in those 5 days, I only received three indifferent replies, and the problem remained completely unresolved. Sixteen hours ago, I finally lost patience and issued another ticket to urge them to resolve the issue. I also opened a ticket by emailing [email protected], but until now, none of the three tickets have been updated, and the problem persists. It seems that their employee, Ivan T, is deliberately ignoring me.
5 days have passed, and the network problem remains completely unresolved. I haven't even received a polite explanation. This is not the attitude expected of a VPS provider, nor is it the attitude I had when I first started using their service. Previously, they always responded to tickets quickly and resolved any issues promptly. A service outage lasting more than five days without any explanation is completely unthinkable.
If this is their continued service attitude, I will consider migrating completely.
Comments
promo servers?
Hi,
maybe tagging this provider would help more:
@hosthatch
@bxk6rbd
@hosthatch openly said that promo servers are the last in the support queue. And now with their upgraded panel support actually is rarely needed.
I'd open just another ticket.
they said that you get nearly no support if it is a promotion server
but i guess that's based on their servers up and running with no problem
isn't it????
What new panel? Current one has been live for longer than most LET hosts. They’re working on a new panel but it’s not released.
Also, how would a new panel help with a VM being down for 5 days?
The only way to garner attention from a provider is to make tickets every 15 minutes so they realize theres a problem, a genuine one.
Otherwise it will drown with other noise out there
Yes, It displays as "E5 NVMe Promo 1". Does a Promo server not deserve timely support? I don't agree with that. At the very least, basic availability should be guaranteed, right? It's unacceptable, for any reason, that the problem hasn't been fully resolved after 5 days when the service is completely unavailable.
No it does not. It's the rules that were clearly described in all the posts and you agreed to those when buying. Don't buy it next time.
You still haven't showed the tickets and responses for us to judge if you are getting support or not. Because something is "offline" it does not mean you are getting ignored - show ticket, the initial one, with theirs responses.
Also it's Sunday, don't expect any ticket answers today, it's a day off until real emergency you paid for.
Hosthatch has been upfront about it that promo servers will have longer queue and if you really need instant support you should go with regular plans. And there are many providers who offer better support at similar prices, you have greencloud, advin, and if you can stretch your budget a bit you have onidel. Just shift to them, they promise better support, why buy a server from a provider who does not fit your needs and later open a thread about it!
I am sorry but I don't think this is an accurate outline of the issue. We provide unmanaged servers, and that means customers are expected to be able to fix OS related misconfigurations themselves.
Your server's network being broken is not an issue on our end, it is something in the OS itself. You cannot access the out of band console that we provide in our control panel, because you "forgot your root password because you never had to use it" (those are your words). We gave you instructions on how to reset your root password, but that was not a satisfactory response for you somehow, since you are expecting us to do everything for you....so obviously that is assigned a lower priority and all responses are delayed.
This is not a service outage. There are currently no ongoing hardware or network outages within our global network.
To be absolutely clear, while we do have lower priority support for promotional services, we generally make an exclusion for outages/service affecting problems, where we try to resolve issues as soon as possible. Our goal is provide as close to 100% uptime as possible, for everyone, including standard and promotional services. However this does not apply to issues that the customers are fully in power to resolve themselves.
Thanks for giving your side of the story. I was just typing that my experiences with HostHatch doesn't match with TS; yes, support can take a bit longer when you have a discounted VPS, but in general all my tickets (with a discounted VPS) were answered quite quick - but then I only create tickets when I've double checked OS issues/issues from my side.
OK, (significantly) upgraded panel.
I didn't say it does.
when? what upgrades?
i think OP deserves a sivir warning for making it sound like a service outage when he forgot his fucking root password lmfao
Find out yourself. I'm not your servant. Or feel free to accuse @hosthatch of lying.
Lmfao, you have literally no idea
Uhum. Let's see what the source himself said (in their "(Calmly) Celebrating 15 years in business" OP):
(emphasis mine)
You obviously talked to yourself in the mirror. And now fuck off!
You're aware that he's talking about a new control panel that's not released yet, right?
Then why bring up something with zero relevance?
Not only that but he's also hallucinating more than GPT3, they're developing a new panel, they didn't release a new panel
Bro left a good review for their new panel that he didn't see
I think we've had a couple hundred users with closed beta access to our new panel, but that is not relevant to this thread. The tools needed to resolve the OP's issue are available in our existing panel.
Clearly OP doesn't use the new panel given there's a screenshot of the panel used anyway
But yes, highly irrelevant either way
@bxk6rbd
How did you think this thread would play out when we found out the issue is your lack of IPMI credential management?
I fixed it myself, but I don't entirely agree with @hosthatch 's statement:
This Singapore VPS was purchased in September 2023 for $36 every two years. After completing the thorough installation and setup, I rarely logged in to check it. I didn't save the root password separately because I had set up automatic SSH login using a key; all my VPSs are like this, and I only need to remember the password for my personal key.
The recent unavailability was confirmed 6 days ago. At that time, whether pinging this machine's IP directly from my network or logging into my other VPSs and then pinging this machine's IP, there was 100% packet loss. After logging into the management panel, I found that their control panel also did not display the root password for this VPS. I hadn't saved the root password, so I couldn't log into the VPS via Console. At that point, this machine was completely inaccessible to me. Since I hadn't logged into this VPS for a long time to make any settings changes, I could only assume that there was a problem with their network, causing 100% packet loss when pinging from around the world. Then I submitted the first ticket.
Regarding the delayed service support for promo machines, I fully accept this clause and have no objection. However, I also find it "completely impossible" to remember this, as I am very busy, have multiple VPS accounts with multiple providers, and many VPSs (about 10). Furthermore, neither when I submitted the ticket nor in their limited three replies to me did they mention that "this machine is a promo machine and enjoys low-priority service support."
Following Ivan T's instructions in the second reply to my first ticket, I changed the ROOT password. After changing it, I tried logging into Console and pinging the gateway from this VPS, receiving a "NETWORK UNREACHABLE" result. Since I haven't logged into this machine for a long time and haven't made any modifications to the system recently, I am even more certain that it's a problem on their end, in the data center. I can only submit a ticket requesting them to check the issue as soon as possible.
What followed was an increasingly unpleasant wait. It wasn't until I posted here and read everyone's comments that I remembered there might be such a thing as "promo machines only enjoying low-priority support." I started by trying to troubleshoot the problem myself:
ping getway : NETWORK UNREACHABLE
ip a : enp1s0 completely disabled
cat /etc/network/interfaces : Fxxk, no "enp1s0", only "ens3", dhcp
After changing "ens3" to "enp1s0" in /etc/network/interfaces and restarting the VPS, the network was restored.
But then a new question arose: Who modified the system settings that caused the network to become unavailable? I did a simple check, and my VPS showed no signs of hacking, no missing files, no login records from unknown locations, and none of the simple running services had any recent security vulnerabilities. If it wasn't a problem with my VPS, then the deeper question is: why did the system's network card change from "ens3" to "enp1s0"?
In conclusion: this very unpleasant experience was entirely avoidable. If their ticket system clearly stated "The relevant VPS is a Promo model and receives low-priority service support" when posting the request, or if Ivan T added a sentence when replying to me about changing the root password: "Because your machine is a Promo machine, it receives low-priority service support. Also, our Singapore data center is currently operating normally, and no other users have reported network problems. Therefore, we suggest you check your network after changing your password," the increasingly unpleasant waiting could have been avoided!
What upset me even more was @hosthatch 's earlier reply. He must have seen the two follow-up tickets I sent later, in which I clearly stated:
"I feel like Ivan T is deliberately ignoring me!
As a long-time customer who has used your services for over 10 years, I am extremely disappointed!"
My feeling was correct; it was indeed a deliberate disregard! I have 4 VPSs with your company, only this one is a promo, and it was ordered three years ago. It's impossible for me to remember your restrictions on promo machines! And as a service provider, you should realize that your ticketing system and control panel completely lack any necessary explanation regarding service downgrading for promo machines!
You wouldn't even bother to give me, your long-time customer of 10 years, a single reminder!
Almost a month ago, I topped up my Hosthatch account with $100 to prevent completely forgetting to renew my expiring server when I was busy. However, my experiences these past two days have made me want to switch platforms. I want to request a refund, but I don't know if they will agree.
Tldr; skills issue?
Ah, here we go again.
I don't tend to use new style interfaces names, so take what i say with a grain of salt but i don't think that the system itself changed. It seems that (for whatever reason) your system switched to a different interface naming scheme.
My personal gut feeling would always be to first point towards systemd as the culprit. Maybe there was an update and the developers felt that breaking a couple million system's network config was an acceptable price to pay for forcing the right naming scheme on people or their usual carelessness/incompetence lead to some kind of random oopsie?.
Basically the usual systemd clusterfuck.
@totally_not_banned this should only really be possible if this user had either recently upgraded (or turned on automatic upgrades) or never rebooted since last upgrade and something caused a reboot
Possible I guess but idk