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ServerHost / VPSHostingService.co (Server Host) / (VPS Hosting Service) wiped my VPS and changed IP
My VPS disappeared and was apparently reprovisioned — support initially denied making any changes
I woke up on August 21 to find that one of my VPS instances at ServerHost / VPSHostingService.co was effectively gone.
This wasn’t a crashed service or a broken network configuration. The server that had been at 107.173.229.139 was now at 107.175.114.68, the previous password no longer worked, and when I finally gained access, my data and environment were gone.
It appeared to be a newly provisioned VPS.
I immediately opened a support ticket. Their first response was:
“We did not make any changes inside your VPS, including the network configuration, files, or data. Nothing was modified from our side inside the VPS.”
The problem is that their own Virtualizor control panel appears to contradict that explanation.
The Tasks and Logs page for VPSID 60620 shows, on August 21:
2:43 PM — Create VPS Operation
2:44 PM — Installing Guest Agent
2:44 PM — VPS Start
All three operations show as completed.
That is not something occurring “inside” my VPS. Those are control-plane provisioning operations on the hosting platform itself.
I pointed this out and provided a screenshot. I also explained that the original IP had always been 107.173.229.139 and that 107.175.114.68 was new. Support subsequently said the ticket had been forwarded to the appropriate team for investigation.
More than 14 hours later, I was still waiting for an explanation.
I have backups, so this isn’t simply about whether I can rebuild the machine. Restoring the application is itself work because the replacement VPS needs its dependencies rebuilt, and I still need to recover one backend .env file.
More importantly, I don’t want to restore a production backup onto the mystery VPS until ServerHost explains what happened. Doing so would alter the machine and potentially muddy the evidence. And since I have two other VPS instances with this company, I need to know whether their data is actually safe before trusting this infrastructure again.
Servers can fail. Hardware can fail. Automation can fail. People can make mistakes. I understand all of that.
What destroys confidence is having a VPS apparently reprovisioned, seeing a “Create VPS Operation” in the provider’s own management logs, and initially being told that nothing was changed from their side.
I am giving ServerHost / VPS Hosting Service an opportunity to investigate and provide a technical explanation. If they determine what happened and handle it appropriately, I will update this review accordingly.
Until then, I cannot recommend putting important workloads on their infrastructure without maintaining independent off-provider backups.
Screenshot of the provider’s Virtualizor task log retained as evidence.
Comments
I feel your response is fair.
It has been less then a day, so providing them an opportunity to investigate and resolve which could take several days depending on severity is reasonable.
I would expect an update within the first 24 hour window, since silence indicates a possible problem which the customer should be aware of.
Thanks for the heads up. I bought a VPS from them last month and am curious to hear how they respond.
Yes, but I believe the initial push back from them was unwarranted.
I agree, it was an oversight to ping that reply back without further checks by them. That indicates they did not take your ticket seriously.
This has become unacceptable, we are approaching the 60 hour mark
Hi hottwheelz,
Thank you for bringing this to our attention. I understand your concern, particularly given the provisioning activity you’ve referenced in the Virtualizor logs.
Please send me a PM with your account details and the associated support ticket number so I can personally have this reviewed by our team and determine exactly what occurred.
We take situations involving customer data and VPS provisioning very seriously, and I want to make sure we fully investigate the account history and provide you with a proper explanation.
Thanks, Tony
Thank you for your reply.
I'm VERY upset at this point. This is NOT 24.7 Support boasted about and NOT an issue I performed on my own. It's one thing to not work with me on resolving this mishap, but I'm getting ready to ask about refunding all THREE VPS's over this as my confidence is GONE.
I also emailed the parent company who just blew me off as well. Never the less, thank YOU in advance:
Ticket #180424 - VPS Wiped! IP Changed, everything is gone!
The only "old VPS id" is in that ticket, as well as the IP, my customer info is: #75618
I also PM'd you.
Hi @hottweelz we were able to locate your support ticket and complete our investigation.
We identified an internal service-mapping issue that caused the VPS to be incorrectly treated as an unassigned service during a routine audit, which resulted in it being inadvertently terminated.
We sincerely apologize for the disruption and also for the initial response you received before the issue had been fully investigated.
We have corrected the underlying issue and are also changing our audit process so that services identified during these checks will be suspended and reviewed before any termination takes place.
We have reached out to you privately as well to discuss the resolution and compensation for the inconvenience.
Thank you, I see that and I replied as well.
Its good (I guess) that I managed to get the attention of the correct people.
I have 99.5% of my backups restored locally on Docker so once you confirm the final outcome I'll being moving back over. The other two VPS have remained fine, perhaps you can double check the other two are correctly associated to my account?
-James
Glad we could resolve this. Our team is on top of this, reviewing all your additional VPS.
Reach out anytime if you need anything else.