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Email received about compensation:
Dear Customer,
We are writing to provide a final update regarding the issues that affected part of our infrastructure during the month of June.
In a previous email, we informed you that the issue had been resolved, as we believed the situation had been fully stabilised. However, a new series of DDoS attacks subsequently caused additional service disruptions, requiring further technical intervention and a broader upgrade of our infrastructure.
We understand that receiving another communication on this matter may raise some concerns. For this reason, we decided to wait and monitor the effectiveness and long-term stability of the measures implemented before sending this final confirmation.
The specific issues experienced during June have now been resolved, and our infrastructure has remained stable for approximately two weeks.
DDoS attacks are a threat that may occur again at any time. However, the work carried out now enables us to detect and mitigate such attacks much more effectively, preventing them from causing the same level of disruption and service degradation experienced previously.
Over the past few weeks, we have significantly upgraded our network and mitigation systems. This included the implementation of an advanced DDoS protection solution and improvements to the infrastructure components required to increase the overall resilience of our services.
As specified in our Terms of Service and Service Level Agreement, periods of unavailability directly caused by DDoS attacks or malicious external traffic are excluded from SLA uptime calculations and therefore do not constitute a breach of our contractual availability commitment.
Nevertheless, we recognise that some customers received a level of service during June that fell below the standards we aim to provide.
For this reason, we confirm the compensation previously announced and believe it is appropriate to provide tangible recognition of the inconvenience experienced.
Compensation
The compensation includes:
An additional 7 days of service, in addition to the 7 days already granted, for a total of 14 days of service credit;
One complimentary technical bonus of your choice:
One additional /64 IPv6 subnet;
1 additional vCore;
A network port upgrade of up to 10 Gbps.
The additional 7 days will be applied automatically, and no request will be required.
To select your technical bonus, please open a support ticket through your customer area, specifying the affected service and your preferred bonus.
The selected bonus will be applied subject to the type of service, server configuration, and technical availability within our infrastructure. Should the requested bonus not be technically applicable, our team will propose one of the available alternatives.
This compensation represents the fulfilment of our commitment to the affected customers and our intention to provide concrete recognition of what occurred, regardless of the obligations set out in the SLA.
We sincerely thank you for your patience, understanding, and continued trust throughout these weeks.
We will continue to monitor our infrastructure closely and invest in improving the stability, security, and overall quality of DeluxHost services.
Kind regards,
DeluxHost
Reminder : kindly do check DM and i have provide everything as per your requirement
I wondered the same. I found it; it's on the billing panel, not the control panel.
https://billing.deluxhost.net/index.php?m=antiddos_panel
AHAHAHAHA
It's just
AHAHAHAHA
The server has been down for almost a month. A month of constant waiting, endless attempts to reboot the server, reading a stream of lies and empty promises. As a result, the compensation is 2 weeks.
When there was an electrical accident in the datacenter, and the server did not work for 5 days at my other provider, I received compensation for 1 month. This is called customer orientation.
To my great happiness, today I received a joyful notification from Paypal, so I can finally say "GOODBYE, Deluxhost"!
👋
checking it soon
yes, thanks
@DeluxHost this compensation will be provided per service and not just one per customer, right?
Congratulations!Hope u can be better with new services,btw can u check my ticket #LYU-584550
Reminder : Kindly Do Check DM
it's Pending from 10 HR +
10 hrs is really nothing for them, try 10 days.
hmm i think yes you are right
they took days to resolve the ticket
as well king of overselling
Contabo is just a bit when it comes to comparison with Delux host
Why were only two weeks given out for the month of downtime? Even VCore and other compensation aren't needed. It would have been nice if they'd just given a month, just the amount of time the server was actually down.
Yes, exactly.
Oh, you need the vcore! Don't understand it as a bonus, but if you don't get it and other people on your node do, then your performance will suffer.
As an example, when I got my machine with originally 2 cores, I had a MC GB6 of about 1200.
Then I got one core as bonus, SC performance dropped, MC was still at 1200. After the price hike, I got a 4th core, and again the same happens. SC performance dropped, MC stayed the same. I did not yet get my 5th core, but I'll assume it will happen again.
tldr; get the vcore, otherwise your VPS performance will degrade.
+1
I mean, according to their SLA they wouldn't even be obligated to give you the two weeks, only a few cents in credit. I feel like their compensation is kind of fair for both side, I side with you, if it wouldn't be about a few cents tho.
why their support system is getting worst
support not replying both storage server down again 4 day continues .. Ticket Created #MFK-090175
Per service of course
It would be nice if it were true, I would definitely have less things to do
We take the time necessary to examine your request as for security reasons we cannot do otherwise.
Check it now please
Please check #WYA-262963 invoice paid but server still on pending for more than a day. Support replied "The invoice has been marked as paid. Your G-3 service should be provisioned shortly." I asked what "shortly" means? No answer given..
Hi, is the vps support NSFW or DMCA content?
Please do not buy a VPS from this company, even if it costs only $1. The moment you pay, you risk losing your money.
I purchased their Z-3 server about a month ago, and it never worked properly. I couldn't stay connected via SSH for more than two minutes without getting disconnected. I requested a refund within two days of the purchase.
Since then, they have kept giving me excuses and delaying the refund. It has now been almost a month. To make matters worse, they would automatically close my support ticket, even when I was the last person to reply, claiming that the customer had not responded for 72 hours.
Based on my experience, I would strongly advise others not to buy anything from this company. They seem willing to keep even a small amount like $15 without providing a working service, showing little regard for customer satisfaction or their reputation.
I recommend spending a few extra dollars and choosing a VPS from a reputable provider instead.
true
Also they have cancelled the VPS, Since a month , No VPS and No money
if it's true, that is really terrible
Wait a bit. Matteo will be here soon and he'll pour out a few more tons of lies and promises to fix the situation.
I'm sorry to hear this, but I'd still like to help. Do you have a ticket ID or something I can check?
Although I have to point out that I don't agree with some things.
I think it's obvious that the delay isn't just to avoid refunding $15. We're not at that level and we've never gotten there. One of the reasons is probably the ticket system, which has been overloaded for a month now.
Checking it in some hour, sorry for the delay