alexhost NL server outage and no restore ETA?

Saragoldfarb · June 5

Some people live very complicated lives.

zed · June 5

i think the part i like best is the guy raging because alexhost hasn't changed their website to not say 99.9 uptime.

anyway for everybody else either take the temp location or take the refund. you selected alexhost for many of the same reasons alexhost was using this upstream, stop being a hypocrite and go put your shady shit back online already.

Mainfrezzer · June 5

@zed said:
i think the part i like best is the guy raging because alexhost hasn't changed their website to not say 99.9 uptime.

Surely, the energy should be directed at GitHub.

vinhais · June 6

@zed said:
i think the part i like best is the guy raging because alexhost hasn't changed their website to not say 99.9 uptime.

anyway for everybody else either take the temp location or take the refund. you selected alexhost for many of the same reasons alexhost was using this upstream, stop being a hypocrite and go put your shady shit back online already.

So... If you need a provider that ignores DMCA takedowns, or something similar, and suddenly there's a seizure, you can't complain about the uptime

deafcon · June 6

@vinhais said:

@zed said:
i think the part i like best is the guy raging because alexhost hasn't changed their website to not say 99.9 uptime.

anyway for everybody else either take the temp location or take the refund. you selected alexhost for many of the same reasons alexhost was using this upstream, stop being a hypocrite and go put your shady shit back online already.

So... If you need a provider that ignores DMCA takedowns, or something similar, and suddenly there's a seizure, you can't complain about the uptime

Yeah, kinda.

totally_not_banned · June 6

@vinhais said:

@zed said:
i think the part i like best is the guy raging because alexhost hasn't changed their website to not say 99.9 uptime.

anyway for everybody else either take the temp location or take the refund. you selected alexhost for many of the same reasons alexhost was using this upstream, stop being a hypocrite and go put your shady shit back online already.

So... If you need a provider that ignores DMCA takedowns, or something similar, and suddenly there's a seizure, you can't complain about the uptime

Tough question but i'd say as soon as you get a setup where you have parts up the chain that can't realistically just tank legal pressure (like a dutch DC for example...) complaining about the law taking your shit offline becomes a little pointless. If you really care about uptime of your project you would have put in enough research to realize that you shouldn't touch the EU with a ton foot pole.

jure12 · June 6

OMG are the servers still offline? What a shame for AlexHost !!!

jure12 · June 6

@luckypenguin said:

@ahmede2 said: And the reason was... there was a reason right?

The reason was the arrest of the CEO of MIRhosting. nLighten didn't want to get in hot
water, and few days later decided to cut off power to his company, which resulted in collateral damage and effective outage of dozen or more partners who used that colo space, Alexhost among them.

Where did you get the source of this information?

alexhost · June 6

@layer7 said:
Hi,

probably i am just too boring and a fun breaker but it would be nice if in the raising postings counter for this thread, there could be also some topic specific postings mixed in.

Some kind of news/updates, maybe even experiences with the alternate moldova location/offer or maybe some refugee suggestions or what ever that might help people who are affected by this problem could gain something from this thread.

Without question the partner choice here was not good. I assume the provider will learn from it and do things next time better. Finding the right longterm partner in a foreign country is really really not easy. But at the end of the day if this situation happens, we are talking about weeks and months of recovery ( in the sense of original hardware/IPs are useable again ).

I had once an argument with a datacenter. They choose to turn off the power and refuse giving out my hardware ( 20 sqm private suite full of servers ).

It took me ~ 1-2 weeks to have a court order in hand to at least force the datacenter to grant access to the servers to copy/rescue the data of the customers to be able to continue the provisioning with another location. Thanks god from the beginning i was RIPE member and the same IPs could be used.

And this was me = german going in germany against a german company. Not going against what/who ever in a foreign country. And using really massive amounts of money to replace all the server out of nothing + the law stuff.

~7 years ( yes years ) later, the final court decision ( after many ) was that this was not rightful. Did not help much giving the fact that the hardware was 7 years later without value and the reputation damage was obviously done. The only reason the business survived this was that i had already started to implement Plan B with another datacenter location, so they "just" killed 20% of my business.

I hope this will give you an impression about the situation @alexhost is in now -- and if the police or what ever is involved you are anyway completely lost with fast what ever.

So you can really save your time posting here because X hours or days passed by and using it for something more senseful like watching the gras growing or counting clouds...

IF alexhost will be able to recover this stuff ( assuming there is really a law / what ever issue and not just unpaid invoices or something like that ) in the close future ( weeks and months ) then they were lucky and working with lightspeed and god's grace.

But you should not assume that. Take the refund or take the alternative location. And if you do not have a backup of your data, then take this as a chance to learn something about hosting and maybe introduce some backup strategy.

Good luck to you all who are affected with this!

Hi, Dear Layer7.

Thanks for telling your case. It looks different but in some aspects similar.

We will follow your advice and for sure it will be good for everyone> @jure12 said:

@luckypenguin said:

@ahmede2 said: And the reason was... there was a reason right?

The reason was the arrest of the CEO of MIRhosting. nLighten didn't want to get in hot
water, and few days later decided to cut off power to his company, which resulted in collateral damage and effective outage of dozen or more partners who used that colo space, Alexhost among them.

Where did you get the source of this information?

You should read all pages instead saying that.

@jure12 said:
OMG are the servers still offline? What a shame for AlexHost !!!

We are providing solutions temporary or total refund. We are doing our best. The issue is deeper than you think.

We are offering two options until this issue is solved.

For now we still don't have any ETA.

However we still giving two options for those who want.

At this moment we are overload with many tickets.
We don't want to make promises or being too dramatic.

When we have updates we will announce.

Thanks everyone that are with us and thanks for all support.
Alexhost

iksa · June 6

@jure12 said:

@luckypenguin said:

@ahmede2 said: And the reason was... there was a reason right?

The reason was the arrest of the CEO of MIRhosting. nLighten didn't want to get in hot
water, and few days later decided to cut off power to his company, which resulted in collateral damage and effective outage of dozen or more partners who used that colo space, Alexhost among them.

Where did you get the source of this information?

https://lowendspirit.com/discussion/10931/nlighten-confiscated-hardware-of-mirhosting-and-its-colocation-customers

TimboJones · June 7

@Mainfrezzer said:
Let's just say, I personally appreciate that alexhost informed/responded and more positively offered a plan to migrate somewhere for the time being.

I say that because I'm gonna compares that to Vodafone now. They couldn't tell me, 1 week after a complete service outage what the problem was. Like at all. They were only able to rule something out, anyone with competence would have been able to figure out about 2 hours in.

That shitshow lasted a whole 2 weeks and to this day, I still don't know why everything was dead for 2 weeks, nor, I'm gonna assume this now since it isn't deducted from my account, did I get a reduction in cost for the month as the support told me to go through their clanker WhatsApp support shit again to request this deduction after the issue has been resolved.

Edit: here's a snippet of that crap show. Have fun translating it. https://imgur.com/a/xWXlF8b

Sounds like they were hit with ransomeware/malware attack and couldn't say.

btchost · June 7

@alexhost said:

@jure12 said:
OMG are the servers still offline? What a shame for AlexHost !!!

We are providing solutions temporary or total refund. We are doing our best. The issue is deeper than you think.

We are offering two options until this issue is solved.

For now we still don't have any ETA.

However we still giving two options for those who want.

At this moment we are overload with many tickets.
We don't want to make promises or being too dramatic.

When we have updates we will announce.

Thanks everyone that are with us and thanks for all support.
Alexhost

Total refund or remaining days? Because on ticket staff say:

In accordance with our terms, a full refund may be requested within 30 days of service purchase.
Now due to service unavailability, if 30 days passed we are ready to provide you the refund for the remaining days starting with June 1st.
e.g. you have annually server from March 1st, you'll receive a refund for 9 months, and so on.

Hostage · June 7

@alexhost said: We are providing solutions temporary or total refund. We are doing our best. The issue is deeper than you think.

We are offering two options until this issue is solved.

I have already submitted a request via your ticket system asking for a temporary alternative VPS in any available location with the same specifications as my paid plan.

However, it has been 3 days since my request, and absolutely nothing has been provisioned yet. My website remains completely offline, and I am suffering financial losses every day.

Please state the exact timeframe for when this alternative server will actually be delivered.

zed · June 7

@btchost said: Total refund or remaining days? Because on ticket staff say:

Interesting. The email posted as well as @alexhost here in this thread say "full refund".

@Hostage said: However, it has been 3 days since my request, and absolutely nothing has been provisioned yet.

See these are reasons for us to castrate them, now the actual roast can begin.

Mainfrezzer · June 7

alexhost · June 7

@zed said:

@btchost said: Total refund or remaining days? Because on ticket staff say:

Interesting. The email posted as well as @alexhost here in this thread say "full refund".

@Hostage said: However, it has been 3 days since my request, and absolutely nothing has been provisioned yet.

See these are reasons for us to castrate them, now the actual roast can begin.

We will give the VPS. We are just doing that manually and we have many tickets. Is not only 10 or 40 customers. There is many customers asking.

And is weekend the support is a bit slower we are humans.

Alexhost

Hostage · June 7

@alexhost said: And is weekend the support is a bit slower we are humans.

@alexhost Brilliant. So you are taking a rest while your clients are suffering financial losses and losing their users. This is absolutely unprofessional. In conditions of a critical infrastructure collapse like this, your support team should be working 24/7, not making excuses about the weekend.

AnnaKotyk · June 7

@luckypenguin said:

@totally_not_banned said: those fuckers think the couple cents they save by skipping the paperwork to request new virgin ranges from RIPE

Add a sarcasm note, clearly you know RIPE doesn't allocate IPv4s since a decade ago.
Now you have to deal with shady resellers like interlir, ipxo, prefixbroker, or the LET
thread in the sticky

Add ipbnb.com to the list - the non-shady one 😄

NotFoundException · June 7

@Hostage said:

@alexhost said: And is weekend the support is a bit slower we are humans.

@alexhost Brilliant. So you are taking a rest while your clients are suffering financial losses and losing their users. This is absolutely unprofessional. In conditions of a critical infrastructure collapse like this, your support team should be working 24/7, not making excuses about the weekend.

How much are you paying per VM again...

alexhost · June 7

@Hostage said:

@alexhost said: And is weekend the support is a bit slower we are humans.

@alexhost Brilliant. So you are taking a rest while your clients are suffering financial losses and losing their users. This is absolutely unprofessional. In conditions of a critical infrastructure collapse like this, your support team should be working 24/7, not making excuses about the weekend.

No.

We are doing our best that's why we don't have any ETA.
Also read the news. This involves more things.

We are overload with many tickets not only from Netherlands but also migration request to Moldova, Refund and our other services and locations.

Assuming that is not correct. Spedially when you don't have more options for now. What more we can do? We are working on it and for customers we are offering options temporary until this get fixed and solve. Again we don't want to make unprecise promises, and we don't want to go dramatic scene. We are doing what we can. When we have any ETA or news it will be announced.

We have respect for all our customers and we understand this situation is not fine and doesn't look good. Do you think that we aren't losing? Read the news and articles. We are working.

We don't want to give fake ETA, promises to our customers. That is why we don't have ETA. The issue is not easy. Is complex and takes some time.

Alexhost

Hostage · June 7

@alexhost Saying "you don't have more options for now" shows your real attitude. The option is always there — to leave a provider that holds businesses hostage.

Deploying a basic alternative VM in another location takes 5 minutes. I didn't ask for much: just a temporary server to restore my site from my own backup, make sure everything works fine, ask for a reasonable compensation later, and continue working in the new location.

Instead, it has been a full 3 days since my request, and you are dragging out the resolution of such a simple task while your support replies with copy-pasted templates. If you actually respect your clients, stop writing text walls here and go process the tickets.

@NotFoundException I am paying exactly what they charged. The price of a VM dictates the system specs, not the right to break public promises, keep a client's site offline for 6 days straight, and ignore a critical ticket for a full 3 days. Low price is not an excuse for complete incompetence.

luckypenguin · June 7

@Hostage said: Deploying a basic alternative VM in another location takes 5 minutes. I didn't ask for much: just a temporary server to restore my site from my own backup, make sure everything works fine, ask for a reasonable compensation later, and continue working in the new location.

Ordering a new server and paying the invoice takes 5 minutes as well.
If you actually care about uptime, this would be a much easier solution than to cry here.
Later you can always ask a refund for that VM.

NotFoundException · June 7

@Hostage said: @NotFoundException I am paying exactly what they charged. The price of a VM dictates the system specs, not the right to break public promises, keep a client's site offline for 6 days straight, and ignore a critical ticket for a full 3 days. Low price is not an excuse for complete incompetence.

If you want to tag people, don't do it in edits. They won't get notified.

You literally talked about financial loss, if that loss is sooo much, why don't you have a real backup plan? A second provider? Even a second location already in place? Why are you using VPSs instead of dedicated. If you really host a significant portion of money on a single VPS with no backup plan other than, host please reset VM so I can reupload, no other than you can help you here.

zed · June 7

@alexhost said:

@zed said:

@btchost said: Total refund or remaining days? Because on ticket staff say:

Interesting. The email posted as well as @alexhost here in this thread say "full refund".

@Hostage said: However, it has been 3 days since my request, and absolutely nothing has been provisioned yet.

See these are reasons for us to castrate them, now the actual roast can begin.

We will give the VPS. We are just doing that manually and we have many tickets. Is not only 10 or 40 customers. There is many customers asking.

And is weekend the support is a bit slower we are humans.

Alexhost

what about the "total refund" your support are denying, can you speak to that?

(tbh i was surprised you were promising "total refund" but since it's in black and white here several times..)

Hostage · June 7

@luckypenguin Buying a new server at another host is easy, but getting a cash refund from a low-cost provider later is a fairy tale.

If I had known from the start that delivering an alternative VPS would take more than 3 days, I would have bought a new server immediately. But AlexHost completely failed with timely information. As soon as I noticed my website was down, I opened a ticket and received a template reply: "Our engineering team is actively working to resolve the issue as quickly as possible. At the moment we cannot give an estimated recovery time, but we will keep you informed".

After that — full two days of total silence with absolutely no updates in their official channels. I only found out about the temporary VPS option by accident when I stumbled upon this forum thread.

AlexHost failed to keep my paid resources online and then publicly promised a free temporary alternative to affected users. Expecting a provider to fulfill their own official emergency commitments while my request has been ignored for over 3 full days now is not "crying" — it’s demanding basic contractual obligations. If you love paying twice for failures you didn't cause, go ahead, but don't teach others how to handle their business.

@NotFoundException You are completely missing the point. This is not about my infrastructure choices or how I run my business; this is about a hosting provider failing to deliver on its own public commitments.

AlexHost itself officially announced that they would provide emergency alternative nodes to affected clients. I requested what they offered. Waiting for a full 3 days for a simple VM allocation while the company states "it's the weekend" is a failure of service, regardless of the price tier or client architecture. Keep trying to defend bad service, but facts are facts.

Saragoldfarb · June 7

So much mjj drama cringe, thanks for killing some braincells.

TimboJones · June 7

@Hostage said:

@alexhost said: And is weekend the support is a bit slower we are humans.

@alexhost Brilliant. So you are taking a rest while your clients are suffering financial losses and losing their users. This is absolutely unprofessional. In conditions of a critical infrastructure collapse like this, your support team should be working 24/7, not making excuses about the weekend.

You have a monthly or annually paid service?

TimboJones · June 7

@Hostage caught unprepared and in over his head so he accepts no responsibility and it's all the provider's fault. All to save on a fraction of a months fee.

You can't complain about all the ways they dropped the ball while you sit on your ass and do nothing. You're actually documenting how you're dropping the ball when you could have deployed restore to another VPS in like, what, an hour or so?

If your company can't spend one month fee to get back up and running ASAP, your company is in TROUBLE.

jure12 · June 7

Do we know if users managed to get their data back, or has everything gone down the drain?

iksa · June 7

@jure12 said:
Do we know if users managed to get their data back, or has everything gone down the drain?

Users are responsible for backing up their data, if they lost it. They are to blame, not AlexHost.

Afaik AlexHost complimentary backups are sadly affected, they were at the same location. But the user should be making their own backups either way.

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