Very disappointed and disillusioned with VPS account

[storeman]

I have been a customer of Eukhost since September 2008. Both service and server performance were exceptional for the first few months, so I thought I has finally found a reliable company, and excellent service too, which is obviously the perfect scenario.

However, the last month has been a complete nightmare. Firstly, I lose the server for almost 48 hours, and although there was always a support operative available on live chat the same answer "the server will be back soon" wears a bit thin after the first 8 hours.

No client can afford to lose access to their site for 48 hours so you can imagine the response I received. Whilst I accept that servers do go down from time to time it shouldn't under any circumstances take 48 hours to resolve the problem.

Eukhost were very apologetic and kindly provided free extra webspace as some kind of compensation. However, taking advantage of this extra webspace will ultimately end in yet more suffering, as there will be a greater number of unhappy clients when the server fails again...

At the time of writing my server is down again, and my inbox is full of emails from disgruntled clients wondering why their sites are down yet again. The 48 hour downtime of a few weeks ago still obviously fresh in their minds. The problem started about 2pm with an enquiry from a client having issues receiving emails and after a few hours tinkering from support has now developed into no server, no client access.

What can I tell my disillusioned clients? How can I tell them it will not happen again?
I have absolutely no idea because I too have lost all faith in the reliability of server.

The funny thing is that at about the same time I opened an account with UK2.net and the service and server performance was appalling, but to their credit the server is now far outperforming my eukhost vps account.

I simply need a reliable server...

[Scott]

Hi Simon,

As per our discussion on live chat support, it turned out to be a problem with the cPanel itself. It appeared that some Perl modules were found to be missing on the machine, and also some header files for GCC were missing. I was unable to compile anything on this VPS. We finally got Apache to compile for you on new VPS and it is online at the moment.. Apologies for the delay, but we had to make sure everything was working.

I have left a voice message to you after trying to call you regarding this. Please get back to us whenever you want us to switch to latest semi-dedicated server..

[storeman]

If you believe this change will restore my faith in eukhost (and more importantly, my clients), and it is not going to cost anything financially or emotionally, then please go for it.

Could you also explain why on the 2 occasions in the last month my VPS has been changed, my diskspace usage has suddenly increased by 2-3Gb overnight??? I don't really want any unnecessary files clogging up the server.

[storeman]

The lack of reply or upgrade speaks for itself...

[Rock]

If you believe this change will restore my faith in eukhost (and more importantly, my clients), and it is not going to cost anything financially or emotionally, then please go for it.

Could you also explain why on the 2 occasions in the last month my VPS has been changed, my diskspace usage has suddenly increased by 2-3Gb overnight??? I don't really want any unnecessary files clogging up the server.

Hi Simon, please accept our sincere apologies for the delay. Our VPS support team is of the opinion that a semi dedicated server should solve all of the above problems since it has more resources as compared to a VPS and you will be sharing the server hardware with only 5 other users. We will upgrade your account to a semi dedicated server at no additional cost but before we proceed with the upgrade we would want a confirmation from you as the IP address of your server would change.

The lack of reply or upgrade speaks for itself...

If you wish to go ahead with the upgrade, I would request you to send a confirmation email to vps@eukhost.com.

[Ryan]

Hi Simon,

We would also request you to get in touch with our support department via eUKhost Helpdesk :: Shared Reseller VPS Dedicated Server Hosting Support or Live Chat Support in case of any issues in future as all of our support team members don't monitor the forum 24x7, but are available on live chat and Helpdesk, so you can expect a much quicker response and resolution from them if contacted through Live Chat or Helpdesk.

[eUKhost.com]

The lack of reply or upgrade speaks for itself...

Hi Simon,

Our support staff never got notified about your previous post in this thread as this thread was posted in customer testimonials forum. I will move this thread in VPS forum as it will help our VPS team to keep track of this thread.

[Scott]

Hi Simon,

We have successfully completed migration from vps to semi-dedicated server. All domains are pointing to the new server now. Please feel free to contact vps support department if you need any further assistance and we'll be delighted to assist you.

[storeman]

Just a quick note to show my appreciation, especially to Scott, but also to anyone else involved in the recent server migration. Over the last few years I have had accounts with a number of hosting companies and I have to say the level of support that Eukhost provide is by far the best I have experienced, especially the live support, which is superb.

The problems I have had (and my frustration) relate to server issues, and are not in any way related to the fantastic support provided, so I hope the new server will be able to restore my faith in Eukhost server reliabilty, and enable me to increase my business with Eukhost in the future.

Thank you again for your support.
Simon

[Rock]

Just a quick note to show my appreciation, especially to Scott, but also to anyone else involved in the recent server migration. Over the last few years I have had accounts with a number of hosting companies and I have to say the level of support that Eukhost provide is by far the best I have experienced, especially the live support, which is superb.

The problems I have had (and my frustration) relate to server issues, and are not in any way related to the fantastic support provided, so I hope the new server will be able to restore my faith in Eukhost server reliabilty, and enable me to increase my business with Eukhost in the future.

Thank you again for your support.
Simon

Good morning Simon! Thank you for your confirmation on the working of your new server & for the honest feedback towards the quality of support our staff provided during the recent dilemma related with your VPS. Scott had toiled really hard to get your server back online quickly without losing any data. He’ll be all smiles when he goes through your reply tomorrow
There are times when the hardware of a certain server gives up all of a sudden causing troubles for our clients & us, but we always put in our best efforts to get your services back online. We do understand what an unforeseen server downtime can cost & that too during workdays is unimaginable! We too are grateful for your endurance & understanding during all such hard times. Thank you once again..