Major problems since upgrading to VPS

[Rock]

Reply to Rock : Please mark both accounts as active in billing aswell as active on the server. We are moving everything back to the shared platinum packages

Reply to vzaddict: We have responded to your email.

The changes you requested have been forwarded to our Billing Dept for further processing. They'd get back to you ASAP.

[wilking77]

Well it wasnt done was it ? I have just been told that the shared hosting for this domain was cancelled in June and was NOT reactivated.

As a consequence when I gave instructions this morning for the VPS to be switched off all of our domains and subdomains went off line again. We did get a partial refund for the VPS ( not even a full refund after all the problems)

I have just spent half an hour on line to live chat who insist I have to pay before the shared hosting will be reactivated.

As it stands at the moment I have no idea where our website is hosted. How long it will be online for; when it will be switched off again. I get different stories from different staff. I am told things are being done when they are not.

I keep getting apologies. I keep getting promises of better service but the bottom line is all of the websites hosted with you have not had uptime anywhere near your claims

Not only have we had to put up with all of the VPS problems and subsequent confusion we have also had to put up with Nimrod fiasco for the last 3 daya.

and now this ..... enough is enough.

[eUKShane]

Hello,

Let me take care of your issue.

I will get back to you soon.

[eUKShane]

Hello,

Can you please provide your contact number as the number you have mentioned in client area (billing) is too old and not working.

[wilking77]

I Have PMd the number

[eUKShane]

Hello,

Thanks for your update.
Keith will call you.

[wilking77]

I missed the call from Keith. There was only half a message before he cut off.

I have also received a bill from billing department closely followed by an email from Aaron Phillips asking us to pay the bill asap and requesting confirmation that they can switch off the VPS again ( even though I was promised earlier today that it would be left on for at least 24 hours in which time all problems would be sorted out)

As it stands I still dont know when or whether the DNS and nameservers have been changed properly or whether it is likely they have propogated properly through the internet.

[eUKShane]

Hello,

I hope you had a satisfactory discussion with Keith.

- We have Provided you full refund for the VPS.
- Rewned your "Linux Platinum" package, adjusted your VPS credit.
- We will not terminate your VPS without your confirmation.
- I will ask someone from Linux shared department to check your domains, if they point to shared server.

Feel free to come on live chat or place a ticket for further assistance.

[wilking77]

The discussion with Keith was positive and wanted to say that I dont think many hosting companies would have taken the time to do that - it is a credit to you.
I really hope you can get these technical problems sorted out and your service level gets back to where it was when we first joined.

[wilking77]

Unfortunately the problems continue:

i) One of our domains went off line this morning. Live chat told me it has the wrong nameserver and needed to be changed. So we will lose another day on that one as it propagates no doubt

ii) The VPS that we agreed last night to leave on for at least another day was switched off at 0800 this morning .( live chat confirmed this). As a consequence we received downtime alerts on multiple subdomains from our external monitors in USA and Europe.

[eUK-Keith]

Following our telephonic conversation, I hereby confirm that the VPS which was reported to be switched off at 0800 this morning, was actually in a mounted status for a while since the load on the Server Node was high. As soon as the required processes were killed the load was normal ,and your VPS was online automatically. This was only for a few minutes and was purely due to the technical behaviour of the system. I confirm that the VPS has been online ever since.

The DNS for the main domain seemed to have been changed while the sub-domains were being pointed to the DNS of the shared server manually. I assure you that this is being done under the supervision of Sebastian and that there would be no more glitches. We are monitoing the services on the VPS and would inform you once all the sub-domains have been pointed to the shared server.


We regret for any inconvinience caused so far & appreciate your co-operation.

Regards,
Keith A
Eukhost.com