wish I had never upgraded!

[digi1001]

I have just upgraded from my VPS to a dedicated server and am seriously regretting it. My site has now been down for over 2 days, and the EUK customer support has conveniently disappeared from existence. When I was on a VPS the customer service responded quickly to all queries, but now I am ignored on livechat with agents obviously hoping that I will tire of waiting for a response. My last email was sent 7 hours ago and still no response.

I made the decision to upgrade due to development work that we had just completed - all the code was tested on another server with a different company and it worked fine, but as soon it was moved to the eukhost dedicated server the page loading times have jumped to about 5 min per page. Even static pages with very little content take approx 20 sec to load.

I understand that different servers have different settings but have had bollox all support in trying to tweak the settings to find a solution to the problem.

The whole reason for upgrading was to see a significant improvement in performance, but instead I am now receiving poorer performance for 3 times the cost.

I thought the increased cost might also result in better customer service, but instead I am being passed around like a stripper at a stag weekend.

Do yourself a favour - don't bother upgrading!

[Bryan]

I have just upgraded from my VPS to a dedicated server and am seriously regretting it. My site has now been down for over 2 days, and the EUK customer support has conveniently disappeared from existence. When I was on a VPS the customer service responded quickly to all queries, but now I am ignored on livechat with agents obviously hoping that I will tire of waiting for a response. My last email was sent 7 hours ago and still no response.

I made the decision to upgrade due to development work that we had just completed - all the code was tested on another server with a different company and it worked fine, but as soon it was moved to the eukhost dedicated server the page loading times have jumped to about 5 min per page. Even static pages with very little content take approx 20 sec to load.

I understand that different servers have different settings but have had bollox all support in trying to tweak the settings to find a solution to the problem.

The whole reason for upgrading was to see a significant improvement in performance, but instead I am now receiving poorer performance for 3 times the cost.

I thought the increased cost might also result in better customer service, but instead I am being passed around like a stripper at a stag weekend.

Do yourself a favour - don't bother upgrading!

Hi Peter,

We regret for the unpleasant experience you've had after the upgrade from VPS Hosting to a Dedicated Server. We understand how important it is for a website to be online for business. Please provide me the Ticket ID and I shall update you with the status of the ticket. Our dedicated server team would be surely working on your issue and will update you in the ticket. Some issues are level one wherein the issues are fixed within some minutes, however, some are critical and level 3 issues which are handled only by Level 3 admins and require more time to get the right solutions to fix it.

I apologize, if you somehow felt to be neglected on Live Chat, let me know the admins name you interacted and I should consult with him and see to it that does not happen again with you and any of our customers. If there's something the admin ignored and was at mistake, this would be handled into serious action.

Dedicated Server will always give you better performance than a VPS Server. The resources will definitely be more on a dedicated server than a VPS as dedicated server is completely private to you. The resources on a node are shared by multiple VPS on the node. eUKhost has always justified the prices through its services, I understand its a hard time for you, but, I request you to contact our Dedicated Server Team or let me know the Ticket ID.

Looking forward towards your understanding...

[digi1001]

Hi - I just want to update this thread.

In fairness to eukhost, the customer support immediately went to work on investigating the problems on my server, and were able to point me in the right direction in resolving these.

I should point out that the problems were not related to any server hardware issues, but were a result of the migration itself. I suspect that if I was more experienced in server management these issues would have been resolved much quicker, and so perhaps my criticism of eukhost was a bit unfair.

My only request to eukhost is that they put together some sort of introduction pack for people like me that have only limited experience of server management, highlighting some of the issues they may potentially face during migration to a new server.

Finally, I just wanted to say credit must go to eukhost for hosting a publicly-accessible forum where customers are able to raise any issues they experience. There are not many other companies willing to be so honest and transparent in dealing with their customers.

Thanks.

[Bryan]

Hi - I just want to update this thread.

In fairness to eukhost, the customer support immediately went to work on investigating the problems on my server, and were able to point me in the right direction in resolving these.

I should point out that the problems were not related to any server hardware issues, but were a result of the migration itself. I suspect that if I was more experienced in server management these issues would have been resolved much quicker, and so perhaps my criticism of eukhost was a bit unfair.

My only request to eukhost is that they put together some sort of introduction pack for people like me that have only limited experience of server management, highlighting some of the issues they may potentially face during migration to a new server.

Finally, I just wanted to say credit must go to eukhost for hosting a publicly-accessible forum where customers are able to raise any issues they experience. There are not many other companies willing to be so honest and transparent in dealing with their customers.

Thanks.

Hi Peter,

We thank you for updating this thread after the issue was fixed. Positive feedback's on the threads opened for any issues which are sorted really makes a significance growth for the company's recognition and impression. At eUKhost, it has always been our aim to provide complete customer satisfaction. We're glad to have customer's like you who after the issue resolution admits the quality of support services and acknowledge it.

We assure to provide the same services and joy at eUKhost.com..!

Wish you joyful greetings for the coming season.....

[ajbird]

I would echo the call for a Guide for those new to dedicated servers..

Once upon a time I used to host with 1and1 and one thing in their favour was the excellent support materials for getting things done.

I feel very daft having to ask some questions (DNS magic setting which I always end up having to ask about) which i am sure are easy if someone spelled it out.

My own upgrade was hard work ... but it was definitely worth it in the end.

[Evan]

Not sure if you had ever got a chance to visit their blog located at : dedicated server hosting | UK Web Hosting | Linux Windows Server Tutorials | PHP MySQL Service

It helped me alot for all my hosting related ( including technical ) questions..

[Rock]

I would echo the call for a Guide for those new to dedicated servers..

Once upon a time I used to host with 1and1 and one thing in their favour was the excellent support materials for getting things done.

I feel very daft having to ask some questions (DNS magic setting which I always end up having to ask about) which i am sure are easy if someone spelled it out.

My own upgrade was hard work ... but it was definitely worth it in the end.

Hi Andy,

Glad to know about your upgrade

We're in the process of getting few tutorials newly prepared & unleashed sometime in the first or second week of Jan 2010. I hope they'd be helpful in answering to all the basic fundamentals/queries of a newbie as well as for an average user