EL25_1 (78.129.131.xxx) VPS Node Down

[eUKShane]

Hello,

Our RAID monitoring script showed that EL25_1 node (78.129.131.xxx) is having RAID issues because of faulty hard drive so we have had to scheduled emergency maintenance today (notification email already sent to all clients). While performing this task, the server went into Kernel panic mode, we have replaced the hard drive but unfortunately this has made no difference as it has mirrored the Kernel Panic. So the only option that remains is to setup a new server and restore latest backup (15th May) on it.

Right now the backup restoration is in process which will take a few hours. Further updates will be posted as and when progress is achieved.

We regret the inconvenience caused. Thank you for your understanding and patience.

[Philip S]

Hello,

Backup restoration has been completed and all the vps are up and running fine at the moment.
Please get back to us if further assistance is required.

[mark87]

15 May? You're kidding me, right?

What can we expect by way of compensation for this loss of data?

[eUKShane]

Hello,

Yes the latest backup available is of 15th May. We take weekly backup on Saturdays and Sundays for our security, we can't schedule daily backup as it causes slowness on the hardware node. If you have configured backup in your VM then we will help you to restore it. Regarding compensation, you should receive an email from us after some time.

[mark87]

Hold on, if backups are taken on Saturday and Sunday, then where's the Sunday backup? The hardware was replaced in the early hours of this morning, which last time I looked was a Monday, meaning there should be a backup from 24hrs previously.

I deliberately don't schedule backups for the times that you take them, so as to avoid my sites slowing right down. But now I've lost over 48hrs worth of data, some of which was quite important to my users.

[eUKhost.com]

Hold on, if backups are taken on Saturday and Sunday, then where's the Sunday backup? The hardware was replaced in the early hours of this morning, which last time I looked was a Monday, meaning there should be a backup from 24hrs previously.

I deliberately don't schedule backups for the times that you take them, so as to avoid my sites slowing right down. But now I've lost over 48hrs worth of data, some of which was quite important to my users.

Hi Mark,

Backup scripts from all VPS nodes are scheduled between in between Saturday and Sunday. We have limited number of NAS storage to backup all nodes, so we need to make sure we run the backups of all nodes in different intervals to avoid overloading of the NAS boxes.

Backup of your node was scheduled on Saturday and we have your backup from 15th May only.

Our 3rd cloud will go live in next 2 days, you can upgrade to our Cloud hosting service as the pricing for VPS and cloud hosting is same. You will get dual redundancy for data, 100% uptime guarantee and super speed performance on the cloud.

I apologise for the data loss you have had due to this failure of node. We will be moving all our existing VPS customers on cloud hosting within next 6 - 8 months.

[mark87]

I've got an invoice waiting to be settled, but before I do it could I get some clarification on something from this thread:

Our 3rd cloud will go live in next 2 days, you can upgrade to our Cloud hosting service as the pricing for VPS and cloud hosting is same. You will get dual redundancy for data, 100% uptime guarantee and super speed performance on the cloud.

I apologise for the data loss you have had due to this failure of node. We will be moving all our existing VPS customers on cloud hosting within next 6 - 8 months.

1) I looked at your pricing, and cloud hosting doesn't seem to be the same price; the cheapest cloud is £330pa & my VPS is £221pa. Is there a "hidden" plan somewhere that's for existing customers only

2) RE: the 2nd paragraph; does this mean I can do nothing and in 6 months or so, I'll be on a cloud anyway?

Thanks.

[Ryan]

Hi Mark,

There is no such "hidden" plan for existing customers, the Cloud Hosting solution you see at Cloud Hosting | UK VMware Cloud Hosting is the only Cloud solution we offer. We have recently revised our Cloud Hosting plans and prices to enable complete customization and let the customers choose the amount of CPU, RAM, Space and Bandwidth they need.

We had three different plans earlier and each of them had fixed amount of CPU, RAM, Space and Bandwidth but we no longer offer those.

We do have plans to move all our existing VPS customers on cloud hosting however that will take a few weeks time.

[denezzar]

Hello,

Backup restoration has been completed and all the vps are up and running fine at the moment.
Please get back to us if further assistance is required.

Can you check 213.175.202.50 please? My VPS is not "up and running fine at the moment."

[baxtermedia]

Can you check 213.175.202.50 please? My VPS is not "up and running fine at the moment."

I'm on a similar IP range with one of my VPS's which is down, and I'm on livechat. Gareth has just said

We are facing some issue with secondary routed ranges at our Data center ,Our network engineers are working on it and issue will be resolved soon

[sihost]

My dedicated server has also been down for over 30 minutes.

EUk hOst still havn't noticed.

I am far from pleased.

[nickbits]

Just had the same reply myself. So they do know about it, just a question of how long to resolve, 30 mins and counting at present (8.10pm BST). Problem is I was putting a site live tonight for a client, that wont be happening now. I know they can't really give an ETA, but it is blooming annoying!

[sihost]

I thought my dedicated server had "dual network" and "dual power" supplies....

I am very concerned what is wrong and noone has contacted me. I should not have to raise a ticket, I'm seeing how long it takes without me doing that as it's been perfect service for 6 months up until tday.

Luckily my clients with iphones havn't started texting yet!!!

[denezzar]

I don't like to be negative but we pay a premium for a VPS service and this isn't the 1st time this has happened to me. For what I pay I expect be notified instead of my clients and customers coming to me with complaints.

To read a reply on this thread saying a restore is coming from the 15th May is absolutely disgusting, seriously. Yet again I have e-commerce data loss to deal with and no notification from EUK again. Shared hosting has less problems than me just now!

I'm anything but a happy customer, you know my IP EUK, I want compensation this time.

[nickbits]

Hi,

Before anyone else posts here, check out

http://www.eukhost.com/forums/f9/net...p-range-11298/

That seems to be the problem people are reporting today (22nd June) and not the one originally posted here, although I may be wrong. I made the same mistake a few posts back.

Nick

[sihost]

I had loads of problems with VPS last year, you won't get any compensation.

However, I was offered a great deal on a dedicated server which I took up on 4/1/2010.

Awesome service, not 1 minute of downtime until tonight which is why I'm trying to keep calm.

Once my clients start calling me, even at 8.30pm... I will start to get angry as they are very important for my business. Luckily its evening and not 2pm.

[sihost]

lol alice, have you checked the date recently?

[Rock]

lol alice, have you checked the date recently?

It was a bot/spam.. post binned..