Slow to the point of being unusable, now nothing at all

[Drodbar]

Up until about 2 weeks ago, I had absolutely no complaints whatsoever with eukhost. The service was fantastic, the support staff very polite and helpful and my problems were always sorted quickly.

My initial problems started after my VPS needed to be recreated (something to do with Plesk breaking, I think). The firewall wasn't switched back on and the vps was hacked fairly quickly. The support guys took quite a long time to realise this, despite my emails and live chats saying that I was being hacked.

The vps was recreated again and all seemed well for a few days, then the most appalling slowness hit. Trying to launch Plesk could take over 10 minutes, launching any of the sites on the server would be up to 5 minutes each, SSH was impossible and generally everything was totally unusable. I contacted support the first time it happened and they said that there was a high usage on the node and that they had shut down the account causing this. Again, everything was fine for a few hours. Then back to more slowness. By this time my customers had noticed and started (politely) asking me to do something about it. Again, I contacted support several times to report that the system was completely unusable, both from my point-of-view and from the perspective of somebody browsing the web. Each time, they replied with words to the effect of "Everything is running ok now". That's great at that point in time, but at the times of day when I need to work on the sites and when people are likely to be browsing these sites, they were not usable.

After emailing support again, they finally suggested that I could be moved to another node. They asked me to suggest a time to do this, so I said that overnight would be best. That was 24 hours ago. This morning, when I looked at my computer, all of my sites are down, the VPS is down, I can't bring it up and when I contacted support they tell me that the ticket has been passed to a higher support level and they would contact me shortly. I have heard nothing and now one of my customers (understandably) wants out and their money back, as they are losing business. I also host my own business on this VPS and have a big event this weekend, where I need people to be able to view my site. I'm guessing this isn't going to happen, so I will also be out of pocket. Each time I have contacted support in the last 48 hours, they tell me that my ticket is being looked at, they don't seem able to tell me what is actually going on.

So is this it? Am I likely to get my sites back up and running, or do I need to look elsewhere for a hosting company that does give a damn about its customers? If anyone from eukhost is reading this and can help, the ticket is TLA-247-89006.

[eUK-Ray]

Up until about 2 weeks ago, I had absolutely no complaints whatsoever with eukhost. The service was fantastic, the support staff very polite and helpful and my problems were always sorted quickly.

My initial problems started after my VPS needed to be recreated (something to do with Plesk breaking, I think). The firewall wasn't switched back on and the vps was hacked fairly quickly. The support guys took quite a long time to realise this, despite my emails and live chats saying that I was being hacked.

The vps was recreated again and all seemed well for a few days, then the most appalling slowness hit. Trying to launch Plesk could take over 10 minutes, launching any of the sites on the server would be up to 5 minutes each, SSH was impossible and generally everything was totally unusable. I contacted support the first time it happened and they said that there was a high usage on the node and that they had shut down the account causing this. Again, everything was fine for a few hours. Then back to more slowness. By this time my customers had noticed and started (politely) asking me to do something about it. Again, I contacted support several times to report that the system was completely unusable, both from my point-of-view and from the perspective of somebody browsing the web. Each time, they replied with words to the effect of "Everything is running ok now". That's great at that point in time, but at the times of day when I need to work on the sites and when people are likely to be browsing these sites, they were not usable.

After emailing support again, they finally suggested that I could be moved to another node. They asked me to suggest a time to do this, so I said that overnight would be best. That was 24 hours ago. This morning, when I looked at my computer, all of my sites are down, the VPS is down, I can't bring it up and when I contacted support they tell me that the ticket has been passed to a higher support level and they would contact me shortly. I have heard nothing and now one of my customers (understandably) wants out and their money back, as they are losing business. I also host my own business on this VPS and have a big event this weekend, where I need people to be able to view my site. I'm guessing this isn't going to happen, so I will also be out of pocket. Each time I have contacted support in the last 48 hours, they tell me that my ticket is being looked at, they don't seem able to tell me what is actually going on.

So is this it? Am I likely to get my sites back up and running, or do I need to look elsewhere for a hosting company that does give a damn about its customers? If anyone from eukhost is reading this and can help, the ticket is TLA-247-89006.

Hi Jon,

I would first like to sincerely apologies for the delay and inconvenience caused. I am having our Linux system administrator John R look into this ticket for you. He will follow up with you on this ticket shortly.

Thanks,
Raymond

[Rsync]

Hello Jon,

I have update your ticket and provided the details in it. Please check it once and let me know if you face any more problem.