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

DeluxHost · July 25

@qefir said:
I'd like to join this discussion too. About six months ago, I started a discussion about my deluxhost server being down for two weeks, and even after tech support responded, it continued for quite some time. However, from that moment on, the ping increased to 125ms from Moscow (while on their other server the ping was around 60ms), and several times, FOR WEEKS, the server was unavailable (however, I no longer paid attention to this because I had moved all critical services from it. Now it was time to pay, and I looked at how many days I was compensated for the penalty... I was only compensated for 18 days, although the server was down (or had such an unstable connection that even SSH didn't work) for an incredibly long time this year, more than a month for sure, and at least 2 weeks were recorded by me. I opened a ticket about connection problems on July 17th, thinking that if they really could fix all the connection problems, I would not be able to renew it and continue using it, despite the fact that the compensation is negligible, but they have not responded to me for over a week! I am ready to accept all the shortcomings of this service, since they provide good specifications for a small price, but this is their attitude towards their customers. It's unbearable.
I'd be happy if the situation can be resolved, but right now I don't think even a damn 8GB RAM server is worth 18 euros. Ticket #NWT-225615

I replied to your ticket, let's see if we can find a solution.

The increase in latency and the discrepancy you reported between IPv4 and IPv6 is because they are two different paths and the use of two different protections, unfortunately this is not solvable at the moment, but I would like to understand the problems you have had so that I can help you as best I can.

DeluxHost · July 25

@emgh said:

@DeluxHost said:

@emgh said:

@Mainfrezzer said:

@emgh said:

@DeluxHost said:

@rafat said:
Followup update:

After all these disasters, I felt I was to harsh on them. So I asked to reactive my Y-4 VPS and not to reactive the STORAGE-2 VPS as they already deleted/refunded it with my data lost.

So they reactivated Y-4 with 12 months on high tier server. Then I reinstall OS and setup ssh keys from their control. Now I see that I CAN"T F***ING CONNECT TO THAT IP, ITS UNREACHABLE. LIKE WTF!!!!!!!!! YOU GUYS NEVER LEARN FROM YOUR MISTAKE OR YOUR INCOMPETENT TO RUN THIS BUSINESS. I HAVE NEVER SEEN SUCH LAZY OUT OF TOUCH TEAM.

Now how do I validate ip reachability?? I tried to ssh from some top-tier VPS like., Oracle Cloud, Racknerd, Dedirock.

Here proof of their Incompetent:

Note for nerd: don't care that my IP is exposed. I requested for refund. I had enough with them.

I made a change, try it now. There were some old rules from a client that restricted SSH on port 22, and that was the problem.

What

How

Good question. I do remember a similar issue back then when they had neoprotect running. iirc they made it optional with some opt-in notice, but i didnt need it, so ignored it. Couple months later i wanted to deploy something, turns out all the rules were still in effect and every port i didnt allow prior to it, was still blocked/filtered to oblivion.

It just seems to incredibly dumb to restrict port 22 at a level that sticks even on server recreation instead of at OS level (best case) or VF server firewall level (worst case)

Not sure why the provider would want to take something this simple and turn it into an issue

We give customers full freedom and everyone can do whatever they want with their server and IP as long as they "own" it and it falls within the legality

However, we are creating a system that will automatically delete the IP rules once the server expires, thus avoiding similar problems in the future.

Rules where? Virtfusion doesn’t have a client facing firewall?

And of course a client should be allowed to disable SSH on port 22, as I’ve said, they could have accomplished this at OS level or worst case server-level in VF from Admin.

IP rules, are external from the VPS and manage traffic, customers can manage them from our panel completely autonomously

emgh · July 25

@DeluxHost said:

@emgh said:

@DeluxHost said:

@emgh said:

@Mainfrezzer said:

@emgh said:

@DeluxHost said:

@rafat said:
Followup update:

After all these disasters, I felt I was to harsh on them. So I asked to reactive my Y-4 VPS and not to reactive the STORAGE-2 VPS as they already deleted/refunded it with my data lost.

So they reactivated Y-4 with 12 months on high tier server. Then I reinstall OS and setup ssh keys from their control. Now I see that I CAN"T F***ING CONNECT TO THAT IP, ITS UNREACHABLE. LIKE WTF!!!!!!!!! YOU GUYS NEVER LEARN FROM YOUR MISTAKE OR YOUR INCOMPETENT TO RUN THIS BUSINESS. I HAVE NEVER SEEN SUCH LAZY OUT OF TOUCH TEAM.

Now how do I validate ip reachability?? I tried to ssh from some top-tier VPS like., Oracle Cloud, Racknerd, Dedirock.

Here proof of their Incompetent:

Note for nerd: don't care that my IP is exposed. I requested for refund. I had enough with them.

I made a change, try it now. There were some old rules from a client that restricted SSH on port 22, and that was the problem.

What

How

Good question. I do remember a similar issue back then when they had neoprotect running. iirc they made it optional with some opt-in notice, but i didnt need it, so ignored it. Couple months later i wanted to deploy something, turns out all the rules were still in effect and every port i didnt allow prior to it, was still blocked/filtered to oblivion.

It just seems to incredibly dumb to restrict port 22 at a level that sticks even on server recreation instead of at OS level (best case) or VF server firewall level (worst case)

Not sure why the provider would want to take something this simple and turn it into an issue

We give customers full freedom and everyone can do whatever they want with their server and IP as long as they "own" it and it falls within the legality

However, we are creating a system that will automatically delete the IP rules once the server expires, thus avoiding similar problems in the future.

Rules where? Virtfusion doesn’t have a client facing firewall?

And of course a client should be allowed to disable SSH on port 22, as I’ve said, they could have accomplished this at OS level or worst case server-level in VF from Admin.

IP rules, are external from the VPS and manage traffic, customers can manage them from our panel completely autonomously

Ah, seems like a recipe for struggle to launch something like this and bind it to IP instead of server and/or no logic to clean it whenever the IP doesn't belong to the client anymore

DeluxHost · July 25

@emgh said:

@DeluxHost said:

@emgh said:

@DeluxHost said:

@emgh said:

@Mainfrezzer said:

@emgh said:

@DeluxHost said:

@rafat said:
Followup update:

After all these disasters, I felt I was to harsh on them. So I asked to reactive my Y-4 VPS and not to reactive the STORAGE-2 VPS as they already deleted/refunded it with my data lost.

So they reactivated Y-4 with 12 months on high tier server. Then I reinstall OS and setup ssh keys from their control. Now I see that I CAN"T F***ING CONNECT TO THAT IP, ITS UNREACHABLE. LIKE WTF!!!!!!!!! YOU GUYS NEVER LEARN FROM YOUR MISTAKE OR YOUR INCOMPETENT TO RUN THIS BUSINESS. I HAVE NEVER SEEN SUCH LAZY OUT OF TOUCH TEAM.

Now how do I validate ip reachability?? I tried to ssh from some top-tier VPS like., Oracle Cloud, Racknerd, Dedirock.

Here proof of their Incompetent:

Note for nerd: don't care that my IP is exposed. I requested for refund. I had enough with them.

I made a change, try it now. There were some old rules from a client that restricted SSH on port 22, and that was the problem.

What

How

Good question. I do remember a similar issue back then when they had neoprotect running. iirc they made it optional with some opt-in notice, but i didnt need it, so ignored it. Couple months later i wanted to deploy something, turns out all the rules were still in effect and every port i didnt allow prior to it, was still blocked/filtered to oblivion.

It just seems to incredibly dumb to restrict port 22 at a level that sticks even on server recreation instead of at OS level (best case) or VF server firewall level (worst case)

Not sure why the provider would want to take something this simple and turn it into an issue

We give customers full freedom and everyone can do whatever they want with their server and IP as long as they "own" it and it falls within the legality

However, we are creating a system that will automatically delete the IP rules once the server expires, thus avoiding similar problems in the future.

Rules where? Virtfusion doesn’t have a client facing firewall?

And of course a client should be allowed to disable SSH on port 22, as I’ve said, they could have accomplished this at OS level or worst case server-level in VF from Admin.

IP rules, are external from the VPS and manage traffic, customers can manage them from our panel completely autonomously

Ah, seems like a recipe for struggle to launch something like this and bind it to IP instead of server and/or no logic to clean it whenever the IP doesn't belong to the client anymore

we need to work on a system that automatically cleans the IP, 100%

DeluxHost · July 25

Update regarding the original case.

We have completed our review of the account and corrected the billing issues related to the Y-4 service. The incorrect invoice and automatic payment attempt have been cancelled, and there are no further payments due from the customer.

As explained in our previous response on the first page, we have already acknowledged what went wrong and the mistakes made while handling the account.

The customer decided not to continue with the reactivated service and requested a refund. We accepted and approved the request, and contacted him through the support ticket regarding the final step of the refund process.

We are currently waiting for his reply. The refund request will remain open and approved, and it will be completed as soon as we receive the information required to proceed.

We have also acknowledged the issues that occurred during this case, including the incorrect service termination, the billing problems and the filtering rules that remained associated with the reassigned IP. We sincerely apologise for the inconvenience caused and for the time it took to handle the situation properly.

We have reviewed our internal billing procedures and introduced changes to help prevent similar issues in the future.

We will post a final confirmation here once the refund has been completed.

JohnFilch123 · July 25

I was actually charged twice for the same server as well. Opened ticket already.

DeluxHost · July 25

@JohnFilch123 said:
I was actually charged twice for the same server as well. Opened ticket already.

i think for the double invoice problem, can you please send me a dm with the ticket ID?

zed · July 25

@DeluxHost said: i think for the double invoice problem, can you please send me a dm with the ticket ID?

maybe you could write a new script to scan for people that were double billed instead of them having to come here individually to stamp "me too" on the thread.

rpqu · July 25

@zed said:

@DeluxHost said: i think for the double invoice problem, can you please send me a dm with the ticket ID?

maybe you could write a new script to scan for people that were double billed instead of them having to come here individually to stamp "me too" on the thread.

If I'm not wrong, whmcs store email history

DeluxHost · July 25

@zed said:

@DeluxHost said: i think for the double invoice problem, can you please send me a dm with the ticket ID?

maybe you could write a new script to scan for people that were double billed instead of them having to come here individually to stamp "me too" on the thread.

It's under development, it will go into testing tomorrow or monday and the double invoices will be canceled, although whmcs might give some problems so we'll see this carefully

DeluxHost · July 25

@JohnFilch123 said:
I was actually charged twice for the same server as well. Opened ticket already.

btw should be solved

JohnFilch123 · July 25

@DeluxHost said:

@JohnFilch123 said:
I was actually charged twice for the same server as well. Opened ticket already.

btw should be solved

Many thanks for fixing it so quickly on Saturday!

emperor · July 25

@qefir said: 18 euros

per year right ?

bchot · July 25

is @DeluxHost like the most viral provider here? of course, after beloved_by_most @VeloxMedia ... is it the letters E, L and X in all the right places?

harvindersingh · July 25

DeluxHost provides one of the cheapest VPS you might find and still they are on business. Although the performance is not great and servers go offline regularly. So if you need a VPN or a dev server that doesn’t require 24/7 uptime, it’s a great choice.

I used VeloxMedia as well, there deals were also pretty good just before the new owner bought and literally tripled/quadrupled the price. I managed to get a full charge back and got off.

If you need anything of a good performance and good uptime there are other good providers around like greencloud, NovaCloud, Hosteroid and many more

DeluxHost · July 25

@harvindersingh said:
servers go offline regularly.

Thank you for listing the fact that our services are super cheap and we are sure that there will be other solutions out there even better than us, but I want to emphasize the fact that the problems of the DDoS attacks that created problems in June are completely over and our current uptime remains stable.

forest · July 26

@DeluxHost said: but I want to emphasize the fact that the problems of the DDoS attacks that created problems in June are completely over and our current uptime remains stable.

@DeluxHost said:

@forest said:
No clue if this helps. I don't mean to pester you when others are already pestering you, but if this is an issue with the entire node and not just my VM on that node, please look into it as it may help others as well.

Hello, We are aware of this, it is a problem with some VMs that we are already fixing, probably within a few hours or maximum tomorrow morning.

It's been a few days but 82.39.86.134 is still down. Could you look into this?

Btw, before it went down, there were some bad sectors on the attached HDD. I was going to report it to you so you knew but it's down so I can't exactly get to the file... Not a big deal to me (it's only a few thousand sectors so I'll just add it to ext4's badblock list so they're never allocated to), but I thought you should know in case you aren't monitoring the HDD's SMART.

DeluxHost · July 26

@forest said:

@DeluxHost said: but I want to emphasize the fact that the problems of the DDoS attacks that created problems in June are completely over and our current uptime remains stable.

@DeluxHost said:

@forest said:
No clue if this helps. I don't mean to pester you when others are already pestering you, but if this is an issue with the entire node and not just my VM on that node, please look into it as it may help others as well.

Hello, We are aware of this, it is a problem with some VMs that we are already fixing, probably within a few hours or maximum tomorrow morning.

It's been a few days and it's still down.

Btw, before it went down, there were some bad sectors on the attached HDD. I was going to report it to you so you knew but it's down so I can't exactly get to the file... Not a big deal to me (it's only a few thousand sectors so I'll just add it to ext4's badblock list so they're never allocated to), but I thought you should probably know.

Can you send me your IP address? The W nodes have been online for days, I don't know why yours isn't, honestly

forest · July 26

@DeluxHost said:

@forest said:

@DeluxHost said: but I want to emphasize the fact that the problems of the DDoS attacks that created problems in June are completely over and our current uptime remains stable.

@DeluxHost said:

@forest said:
No clue if this helps. I don't mean to pester you when others are already pestering you, but if this is an issue with the entire node and not just my VM on that node, please look into it as it may help others as well.

Hello, We are aware of this, it is a problem with some VMs that we are already fixing, probably within a few hours or maximum tomorrow morning.

It's been a few days and it's still down.

Btw, before it went down, there were some bad sectors on the attached HDD. I was going to report it to you so you knew but it's down so I can't exactly get to the file... Not a big deal to me (it's only a few thousand sectors so I'll just add it to ext4's badblock list so they're never allocated to), but I thought you should probably know.

Can you send me your IP address? The W nodes have been online for days, I don't know why yours isn't, honestly

Sorry, edited after you replied (82.39.86.134).

no boot

TimboJones · July 26

@emgh said:

@Mainfrezzer said:

@emgh said:

@DeluxHost said:

@rafat said:
Followup update:

After all these disasters, I felt I was to harsh on them. So I asked to reactive my Y-4 VPS and not to reactive the STORAGE-2 VPS as they already deleted/refunded it with my data lost.

So they reactivated Y-4 with 12 months on high tier server. Then I reinstall OS and setup ssh keys from their control. Now I see that I CAN"T F***ING CONNECT TO THAT IP, ITS UNREACHABLE. LIKE WTF!!!!!!!!! YOU GUYS NEVER LEARN FROM YOUR MISTAKE OR YOUR INCOMPETENT TO RUN THIS BUSINESS. I HAVE NEVER SEEN SUCH LAZY OUT OF TOUCH TEAM.

Now how do I validate ip reachability?? I tried to ssh from some top-tier VPS like., Oracle Cloud, Racknerd, Dedirock.

Here proof of their Incompetent:

Note for nerd: don't care that my IP is exposed. I requested for refund. I had enough with them.

I made a change, try it now. There were some old rules from a client that restricted SSH on port 22, and that was the problem.

What

How

Good question. I do remember a similar issue back then when they had neoprotect running. iirc they made it optional with some opt-in notice, but i didnt need it, so ignored it. Couple months later i wanted to deploy something, turns out all the rules were still in effect and every port i didnt allow prior to it, was still blocked/filtered to oblivion.

It just seems to incredibly dumb to restrict port 22 at a level that sticks even on server recreation instead of at OS level (best case) or VF server firewall level (worst case)

Not sure why the provider would want to take something this simple and turn it into an issue

Does Oracle open port 22 by default in their firewall? I don't recall if they do or not.

Edit: default is block all BUT port 22.

hopp3l · July 26

Just a quick heads-up for anyone considering using DeluxHost.

It’s truly fascinating to see representatives active and posting here on the forum every single day, while urgent support tickets remain completely ignored for days.

A lovely frontend bug on their portal marked my Storage VPS for immediate 24h deletion, even though I specifically selected to cancel at the end of the billing period. The system said "only support can undo this." Fair enough. I opened a ticket immediately.

Result? Zero response for days. My server got deleted, data wiped, while the reps were busy writing forum posts.

If you value customer support or your data, think twice. Fantastic forum presence, terrible actual service.

Tandoor · July 26

@DeluxHost said:

@Tandoor said:
hi @DeluxHost. No hurry, but could you help with this? Havent payed these yet.

Ticket #OUU-280488 - 2 different invoice payments from one vps server, months too early?

Checking it in some hour, please send me a dm

No reply and your system just closed ticket, by doing nothing?

New ticket from same problem. Ticket #JVN-052088

I wish i could just close ticket in my work way @DeluxHost is doing lol

forest · July 26

@hopp3l said: It’s truly fascinating to see representatives active and posting here on the forum every single day, while urgent support tickets remain completely ignored for days.

He's in over his head. I'm not happy with what's happening but he really is trying and has a big backlog. It's not like he's on the forum just posting memes with people. He's trying to help people out.

DeluxHost · July 26

@Tandoor said: JVN-052088

@forest said:

@DeluxHost said:

@forest said:

@DeluxHost said: but I want to emphasize the fact that the problems of the DDoS attacks that created problems in June are completely over and our current uptime remains stable.

@DeluxHost said:

@forest said:
No clue if this helps. I don't mean to pester you when others are already pestering you, but if this is an issue with the entire node and not just my VM on that node, please look into it as it may help others as well.

Hello, We are aware of this, it is a problem with some VMs that we are already fixing, probably within a few hours or maximum tomorrow morning.

It's been a few days and it's still down.

Btw, before it went down, there were some bad sectors on the attached HDD. I was going to report it to you so you knew but it's down so I can't exactly get to the file... Not a big deal to me (it's only a few thousand sectors so I'll just add it to ext4's badblock list so they're never allocated to), but I thought you should probably know.

Can you send me your IP address? The W nodes have been online for days, I don't know why yours isn't, honestly

Sorry, edited after you replied (82.39.86.134).

on it right now for check what happend.

DeluxHost · July 26

@hopp3l said:
Just a quick heads-up for anyone considering using DeluxHost.

It’s truly fascinating to see representatives active and posting here on the forum every single day, while urgent support tickets remain completely ignored for days.

A lovely frontend bug on their portal marked my Storage VPS for immediate 24h deletion, even though I specifically selected to cancel at the end of the billing period. The system said "only support can undo this." Fair enough. I opened a ticket immediately.

Result? Zero response for days. My server got deleted, data wiped, while the reps were busy writing forum posts.

If you value customer support or your data, think twice. Fantastic forum presence, terrible actual service.

I'm just not a robot, I already answered you in the other post.

If you want quick answers, you can definitely find better value elsewhere too.

We do what we can to help you.

The only thing I feel like adding is that I don't think the system put the immediate deletion option on its own instead of at the end of the billing period.

DeluxHost · July 26

@Tandoor said:

@DeluxHost said:

@Tandoor said:
hi @DeluxHost. No hurry, but could you help with this? Havent payed these yet.

Ticket #OUU-280488 - 2 different invoice payments from one vps server, months too early?

Checking it in some hour, please send me a dm

No reply and your system just closed ticket, by doing nothing?

New ticket from same problem. Ticket #JVN-052088

I wish i could just close ticket in my work way @DeluxHost is doing lol

solved.

Tandoor · July 26

@DeluxHost said:

@Tandoor said:

@DeluxHost said:

@Tandoor said:
hi @DeluxHost. No hurry, but could you help with this? Havent payed these yet.

Ticket #OUU-280488 - 2 different invoice payments from one vps server, months too early?

Checking it in some hour, please send me a dm

No reply and your system just closed ticket, by doing nothing?

New ticket from same problem. Ticket #JVN-052088

I wish i could just close ticket in my work way @DeluxHost is doing lol

solved.

Thank you. All good now.

smkzr · July 26

[@kekuz said]

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

Honestly, I did it on multiple machines and also on other hosts with similar virtualization software, there is an actual Shutdown button in the control panel. Shutdown first, 5 seconds later press the Boot button and you’ll see the additional cpu in lscpu..

Anyway, I cancelled half of the machines I had with DH due to being on poor nodes. Tickets were auto closed after 3 days after a generic reply. The remaining machines I have with them function correctly for the value paid, since receiving all the upgrades due to outages the value improved and stability seems fine since the DDoS attacks/mitigation has been applied.

MaxTakeba · July 26

I’m looking at this and thinking:
1. DH first reset clearly didn’t work and didn’t fix any of the issues inherited from their absolute bananas promos.
2. We clearly have some mega spicy customers.
3. Our infra is probably misconfigured and we need to rip some of it out.
4. We clearly lack the support infrastructure to address tickets, concerns and PR.
5. We should probably stop doing promos all together until we have the basics right and it’s rock solid. I don’t see any good reason unless you truly believe they have a roadmap that is not only solid but is realistic.

This is just an outside looking in perspective..

Hayzee · July 26

@emperor said:

@qefir said: 18 euros

per year right ?

Yur

Looking at these comments I'm either very lucky or others are unlucky , the only downtime I've had was during the attack and all my bonuses have been applied within 12 hours with no issues whatsoever

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