DeluxHost Fraud / terrible VPS? Ignored my refund request, attempted to charge me again

DeluxHost · 2:32PM

@emgh said:

@zed said:

@emgh said:
deluxhost is the worst hosting provider on let that i have ever used

lol wow! they're very polite though.

first provider i have ever used where SSH'ing would take minutes and YABS would crash before any test ran. Trying to write the YABS bash file to disk was minutes as well

fairly certain my entire VM was being ran on SWAP

We have already solved problems like this with other customers, feel free to write to me and we can find a solution by changing the node and doing some checks

DeluxHost · 2:33PM

@zed said:

@emgh said:
deluxhost is the worst hosting provider on let that i have ever used

lol wow! they're very polite though.

We try to always remain as professional and human as possible, we are not scammers or monsters, we only do what we can with what we have, probably sometimes it is not enough, but we work to improve

emgh · 2:33PM

@DeluxHost said:

@emgh said:

@zed said:

@emgh said:
deluxhost is the worst hosting provider on let that i have ever used

lol wow! they're very polite though.

first provider i have ever used where SSH'ing would take minutes and YABS would crash before any test ran. Trying to write the YABS bash file to disk was minutes as well

fairly certain my entire VM was being ran on SWAP

We have already solved problems like this with other customers, feel free to write to me and we can find a solution by changing the node and doing some checks

I appreciate it, and I don’t doubt that, just not worth the effort for me personally. Canceled & moved on. Good luck though

DeluxHost · 2:34PM

@forest said:

@koalza said:
Ban deluxhost

They haven't done anything wrong besides having shitty uptime. That's not a bannable offense.

On this point I can say that fortunately, thanks to the new DDOS protection, we have improved a lot compared to the previous months.

DeluxHost · 2:35PM

@emgh said:

@DeluxHost said:

@emgh said:

@zed said:

@emgh said:
deluxhost is the worst hosting provider on let that i have ever used

lol wow! they're very polite though.

first provider i have ever used where SSH'ing would take minutes and YABS would crash before any test ran. Trying to write the YABS bash file to disk was minutes as well

fairly certain my entire VM was being ran on SWAP

We have already solved problems like this with other customers, feel free to write to me and we can find a solution by changing the node and doing some checks

I appreciate it, and I don’t doubt that, just not worth the effort for me personally. Canceled & moved on. Good luck though

If one day you change your mind let me know, I'm sorry and I wish you good luck sir

emgh · 2:36PM

@DeluxHost said:

@emgh said:

@DeluxHost said:

@emgh said:

@zed said:

@emgh said:
deluxhost is the worst hosting provider on let that i have ever used

lol wow! they're very polite though.

first provider i have ever used where SSH'ing would take minutes and YABS would crash before any test ran. Trying to write the YABS bash file to disk was minutes as well

fairly certain my entire VM was being ran on SWAP

We have already solved problems like this with other customers, feel free to write to me and we can find a solution by changing the node and doing some checks

I appreciate it, and I don’t doubt that, just not worth the effort for me personally. Canceled & moved on. Good luck though

If one day you change your mind let me know, I'm sorry and I wish you good luck sir

Sure, likewise!

rpqu · 2:36PM

@DeluxHost said:
After the attack was under control, we decided to compensate affected customers by adding extra service days to their accounts.

WHMCS did not allow us to apply these extensions in the way we needed, so we created an internal script to do it.

Unfortunately, the script caused billing synchronisation problems on some accounts. It did not affect every customer, but in some cases it generated incorrect renewal invoices or automatic payment attempts.

You don't test it on staging env?

DeluxHost · 2:37PM

@johnwinchester said:
what's your ticket number so we can ignore it one more month

No ticket is ignored. Unfortunately, the support situation remains critical at the moment, but we will improve.

DeluxHost · 2:39PM

@rpqu said:

@DeluxHost said:
After the attack was under control, we decided to compensate affected customers by adding extra service days to their accounts.

WHMCS did not allow us to apply these extensions in the way we needed, so we created an internal script to do it.

Unfortunately, the script caused billing synchronisation problems on some accounts. It did not affect every customer, but in some cases it generated incorrect renewal invoices or automatic payment attempts.

You don't test it on staging env?

I'm not part of the technical team, but I'm sure that all the tests were done before implementing anything. Unfortunately, it was unexpected and caught us off guard. Everything works, but the double invoice problem is quite serious, not only for us but also for the customers involved.

DeluxHost · 2:48PM

@kekuz said:
Adding my experience with DeluxHost, since it fits the pattern here almost exactly.
I've had a VPS with them for a while. The server kept losing network connectivity: first just packet loss and ping drops, then it would fall off the network completely, and only a full OS reinstall would bring it back. Support insisted the problem was on my end every single time. I have my entire setup documented step-by-step in Obsidian (it's a routine deployment for me), so I was doing the exact same install the exact same way each time.

Funny thing: after I posted a comment on LET, they suddenly migrated me to another node. Same OS, same setup, same steps from my notes and everything just worked. So much for "the problem is your configuration."

It was fine for a while, then came the DDoS attacks and other "incidents" with the network down again. In June they sent out a compensation email - choose a free technical bonus plus 7 days of service. I picked +1 vCore. That was July 13th. Since then:

Three different support agents have each replied with the same advice: "do a full shutdown and start, not a reboot"

I've done full stop/start cycles multiple times over a week: nproc and lscpu still show 2 vCores

They claim 3 vCores are assigned "on their side", but the VM never sees the third one

After I summarized all this and asked them to escalate to the technical team - silence. No replies at all.

So even their own compensation for their own outages is something they can't deliver, and the support strategy is to make the customer repeat the same pointless steps until they give up. Can't recommend.

Can you please send me a message? i want check your situation if possible, thank you.

Scioner · 3:02PM

I'm pretty sure calling it "fraud" is way to big of a word.

There are some issues, and we can see they are being resolved, albeit slow. But they are being resolved.

And, for example, my VPS has been working just fine since the DDoS situation ended. I do understand though there's cases which is not like mine.

rad964 · 3:23PM

I have 4 VPS with deluxhost (z-line)
I don't use them for any important production stuff and I just run some simple agents I need for one of projects on them, hence I don't bother with any small stability issues.
I did not have any connection issues since original DDoS
I guess for 6 euro/y it's pretty ok
I think if I will get even half a year out of this servers, I will be ok with money spent
P.S. Support can do better job

JohnFilch123 · 3:32PM

Just to support DH a bit. I have got 2 servers with them - ams ryzen ipv6 and germany. Believe it or not but both are rock solid in terms of uptime. I only reboot them after updates. However, taking into account DH profile, I would not dare to keep anything even similar to production on those. Ssh works fine, no issues.

Fraud is probably improper word here.

drizbo · 4:12PM

@tzuli said:

deluxe should chargeback dr billoh

rpqu · 4:30PM

@DeluxHost said:

@rpqu said:

@DeluxHost said:
After the attack was under control, we decided to compensate affected customers by adding extra service days to their accounts.

WHMCS did not allow us to apply these extensions in the way we needed, so we created an internal script to do it.

Unfortunately, the script caused billing synchronisation problems on some accounts. It did not affect every customer, but in some cases it generated incorrect renewal invoices or automatic payment attempts.

You don't test it on staging env?

I'm not part of the technical team, but I'm sure that all the tests were done before implementing anything. Unfortunately, it was unexpected and caught us off guard. Everything works, but the double invoice problem is quite serious, not only for us but also for the customers involved.

That means the test is incomplete, just like WHMCS. Might as well give Fable 5 db access to bump the date.

Maelstrom36 · 4:34PM

@DeluxHost said:
Hi everyone,

We want to explain what happened and take responsibility for the mistakes on our side.

During June, we were affected by a very heavy DDoS attack that continued for around one month. This created a large number of support requests, and even today our team is still working through tickets connected to the downtime and its consequences.

We are doing everything possible to answer customers as quickly as we can, but honestly it has not been simple. The ticket system was under a much heavier load than usual, and we have also identified cases where tickets may have been closed automatically by the system. We are currently working to fix this.

There have also been delays and human oversights due to the volume of requests. This is not an excuse, and customers should still receive a proper answer, but we want to be transparent about the situation we have been dealing with. We are sorry for this and we are reorganising the support process to manage these cases better.

After the attack was under control, we decided to compensate affected customers by adding extra service days to their accounts.

WHMCS did not allow us to apply these extensions in the way we needed, so we created an internal script to do it.

Unfortunately, the script caused billing synchronisation problems on some accounts. It did not affect every customer, but in some cases it generated incorrect renewal invoices or automatic payment attempts.

These attempts were automatic. There was never any intention to charge customers twice or to take payments that were not due. However, the technical mistake happened on our side, and we fully accept responsibility for not discovering it earlier.

In this specific case, another mistake was also made. The wrong VPS was terminated while the refund and account situation had not yet been completed. This should not have happened, regardless of how busy the support team was.

The customer had every right to be frustrated, especially because the issue continued for much longer than it should have.

Communication with him is now constructive, and we are resolving the remaining account matters directly with him. We will not publish private ticket details or the compensation provided, but we appreciate his willingness to find a practical solution and bring the matter to a close.

We are not posting this to avoid responsibility or to claim that everything was handled correctly. It wasnt. There were technical mistakes, delays in communication and an incorrect termination.

At the same time, we want to make it clear that this was a technical, billing and operational failure following the service extensions. It was not fraud, and it was never an intentional attempt to take money from customers..

We are working to correct the remaining problems and improve the way we manage support and billing incidents in the future.

Why are you only explaining and admitting your mistakes now after your provider tag was suspended? You said you had been hit by heavy DDoS attacks, which then led to an increase in support tickets and your team was overwhelmed. Given that, why did you still post new offers when you were already struggling to support existing customers?

DeluxHost · 5:18PM

@rpqu said:

@DeluxHost said:

@rpqu said:

@DeluxHost said:
After the attack was under control, we decided to compensate affected customers by adding extra service days to their accounts.

WHMCS did not allow us to apply these extensions in the way we needed, so we created an internal script to do it.

Unfortunately, the script caused billing synchronisation problems on some accounts. It did not affect every customer, but in some cases it generated incorrect renewal invoices or automatic payment attempts.

You don't test it on staging env?

I'm not part of the technical team, but I'm sure that all the tests were done before implementing anything. Unfortunately, it was unexpected and caught us off guard. Everything works, but the double invoice problem is quite serious, not only for us but also for the customers involved.

That means the test is incomplete, just like WHMCS. Might as well give Fable 5 db access to bump the date.

I don't totally trust giving something so important to an AI, we'll see what we can do.

the new billing we made will still go into production soon and replace WHMCS

DeluxHost · 5:29PM

@Maelstrom36 said:
Why are you only explaining and admitting your mistakes now after your provider tag was suspended? You said you had been hit by heavy DDoS attacks, which then led to an increase in support tickets and your team was overwhelmed. Given that, why did you still post new offers when you were already struggling to support existing customers?

We have always admitted our mistakes, even publicly, we have no problems, honestly the tag provider is the last of our thoughts.

Offers are in high demand, that's why they're made. When there are no problems, tickets are relatively few and we're fine. Most of the tickets for now are from last month, but we're clearing them day after day.

kait · 6:09PM

@DeluxHost said: We have always admitted our mistakes

No you haven't at all. Your website is still riddled with false advertising.

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