Poor service since July 2009

[punchline]

We have a VPS Windows account with EUKHOST.
Before we were costumers of EUKHOST, we had our service provided by a portuguese ISP which was not corresponding to the 99,5% uptime guarantee which is normal on ISPs to offer.
We told this to EUKHOST sales team, and we had guarantee that their service was effective and competent.
It was EUKHOST that made the migration of all the account from the old portuguese ISP to our new EUKHOST VPS server. Nothing was reported to be a probable difficulty on the future, regarding the resources we would need.

The VPS account is up since March. And since July we have our VPS server down for several times. Or we have problems with stuck Plesk, or with email, or all sites are down...
We already opened tickets and chatted with EUKHOST more than 50 times, but service is again and again with problems. More a less from 2 to 2 days.

Now, after 6 months of unstable service, EUKHOST comes to say that this is a problem on w3wp.exe process's which are consuming the resources.
The solution: they want us to upgrade for a DEDICATED Windows Server, which represents a cost of more than the DOUBLE.

Our solution: probably get out of EUKHOST!
Just take care before choosing VPS Windows account on EUKHOST!

[DPS Computing]

Sorry to hear of your bad experience punchline. However, if you are going to use more resources than is allocated to a VPS you would have a problem at any host - not just eUKhost. If you site grows to be too big or consume too many resources (more than your allocated on your VPS) then the only logical answer is that your going to have to upgrade to a Dedicated server.

I hope you get your problem resolved and stay with eUKhost .

[eUKShane]

Dear Ricardo,

1) First most important thing, your VPS is/was causing load on the hardware node. Your VPS requires more NP-Pool memory because of many w3wp.exe processes, it was using more than 30000K of NP-pool memory. we can easily kill these processes and control the load on the hardware node but these are your genuine processes so we preferred to discuss this with you before suspending your VPS. Just because of your VPS we have had to reboot the hardware node twice a day, you are not only responsible for your VPS downtime but others too.

2) We recommended you to upgrade to a dedicated server because it will not work on basic windows VPS plan. Seems like you have not checked how much memory we have assigned to your VPS, let me tell you it is 812 MB. You should have 512 MB memory as per your VPS plan, we have provided you 300 MB memory free of cost without any reason, just as a goodwill.

3) Also our admins tried their level best to investigate on it, they have recycled application pool for all websites, checked network traffic for your VPS if there was any kind of attack but they didn't find anything critical other than genuine w3wp processes.

4) Now you want us to migrate your VPS on Linux platform, just to let you know that you have to take care of the migration as both are different platforms, we would have tried hard for the migration but again after migration you will blame Eukhost, so we will only check for possibilities nothing more than that.

Our solution: probably get out of EUKHOST!
Just take care before choosing VPS Windows account on EUKHOST!

Well, Eukhost provided migration from other host, Eukhost provided you free 300 MB memory, Eukhost allowed you to eat all hardware node resources, still if you don't want to consider Eukhost then please feel free to look for other options.

[Rock]

Hi Ricardo,

Looking at the ongoing problems you're facing since July 2009 with the VPS, I've gone through all the technical tickets & chats you've done with our support staff.

Over usages of the resources was the only reason for all these problems, hence we had increased the RAM on your VPS, without any extra cost.

But now, your VPS is causing problems for the other VPSes hosted on the same servers, the reason being the same, resource over usages.

I've come to a point of suggesting you to either upgrade the existing VPS package to Dedicated server or optimise the usages of your sites.

As for now, the additional 300MB RAM assigned free of cost to your W-VPS-01 has been removed now. Let me know if you have any more questions.

[punchline]

Replying to everyone: the funny thing is that only after 6 months (July to now) EUKHOST found that the problem is because of w3wp.exe process's which are consuming the resources.
Never before, during this 6 months, the answer of EUKHOST to our tickets and chats were around the possibility of the problem being on our fault.

Reminding tickets and chats (in reply to 'ROCK'): once we were told on chat we had an attack from Kazakistan; another time we were accused of doing a Windows update which was never done, and after some time EUKHOST admitted we were right since the problem was on the node (ticket ALP-57464-704); then it was because of the firewall (ticket EMP-60560-849); then it was because "the server on which your Server is hosted is facing minor issues and we are working with SW-Soft to get it fixed" (ticket FVX-62773-951); then it was because of "problem with mssql service on your vps" (ticket GMP-82222-785); and because of "problem with non-paged memory on main node" (4 different situations / tickets: COS-55539-806, PTU-96265-536, OTZ-32754-840 and KPS-79448-241); and finally "problem turned out to be caused by a glitch in Virtuozzo" (ticket TUV-57629-401).
Must we reply something else?

Finally, 'eUKShane': about the migration to Linux VPS platform it was our advice in order to avoid any more problems. It was something we could do just as goodwill.
It seems to us that only 25GB of Monthly Bandwidth (which is far from the 150GB of our VPS account limit), and 17 domains (and only 8 with Monthly Bandwidth above 100Mb), shouldn't be enought to be having problems on a VPS account. But since it is Windows, and EUKHOST seems to be incapable of guaranteeing good service to us, we started to think on Linux as a solution.


Resuming all this: even we can believe the 8 domains are causing some traffic and usage of resources, it seems to us there are many other problems besides this. We are, since July, trying to solve everything with EUKHOST support with tickets and chats, with goodwill and trying to believe that we can start to have good service for which we are paying for.
We are terrible sorry to write out experience on the EUKHOST forum, but it is the sad situation which we are facing for a several time.

[punchline]

Just to share... Today we got this answer to our ticket ENR-78104-828, where we showed to the quality department our sadness on all the problems faced with our VPS account with EUKHOST:

"Let me start by apologising for the disturbances that you experienced with your VPS. We are aware of this incident which affected other customers on your server. The disturbances you was due to a VPS on the server abusing its allocated amount of resources which caused the server to have memory problems. This issue has now been resolved and the VPS in question has been suspended.

We are sorry for the inconvenience that this has caused you and as a gesture of goodwill we would like to offer you two weeks free hosting for your W-VPS-01 - 213.175.xxx.xxx#EW139, which we will add to your account as credit.

We hope that you will accept this offer and our sincerest apologies.

Kind Regards,
XXXXX
Billing Team."


Facing this, we opened another ticket with the EUKHOST in order to know in who we should believe: the ones who told us the problem was the overusage of resources and adviced to migrate to a dedicated solution; or this reply apologising for the problems and offering us 2 weeks free hosting.

We were told that we should believe on the first information and that this reply was due to lack of information on this isue. OK! But it still shows that information from the clients isn't getting around all the departments of EUKHOST.

[Bryan]

Hi Ricardo,

We are terribly sorry for the time it has taken to settle this issue and the adverse difficulties you've been experiencing in the past months. I know its very late for me to respond to you and I do understand the frustration you are going through at this moment. I see that you've been very much co-operative and honored/trusted the words every time told by our support administrator's for the issues with your account.

TBH, our VPS support team never tried to say any Irony statements to hide out anything neither have tried this with any of our customer. Every time you contacted a support admin he inspected and delved the issue sincerely and was allegiant to explicit the reason for the issue to you. Every tech resoluted the cause he could find to you, unfortunately turning out to Euphemism.

I abide that many statements being now Paradox, however, I'm sure you too would understand the chore job done by the administrator's migrating the account from the Old Host to eUKhost.com. They tried going extra mile to provide you the best service in the hosting industry, however, it is the account resources causing the issue. We understand that the solution being very late.

Let me explain ....

We tried to first get the issue resolved fix on the same account by allocating Free additional resources to your account and not just by a singular option of upgrade. This was done against the TOS of eUKhost because of your genuinity. Its not necessary that a server gets overloaded if the number of accounts/domains are more in the account. To be more clear VPS accounts are created on a High Configuration Server that has much more resources than a Dedicated Server but a VPS account is allocated a Guaranteed RAM and a Burstable RAM. Guaranteed word itself tells its meaning i.e the account can/will always have set amount of RAM allocated to it. Burstable RAM is additional RAM on the node which can be used by the VPS accounts on the node.

For Example
=========
Suppose that your VPS is allocated 512 RAM and it needs more RAM to function and run the applications smoothly then your VPS can use the Burstable RAM on the server if its available.

You account was allocated more than the actual RAM that is allocated to the VPS plans however it utilizes much more resources on the node resulting load on the server and issues in felicitous functioning for other accounts on the node and Vice -Versa.

Its only one single process that runs on your account which needs high amount of resources for smooth functioning. Our support team indeed tried to get some solution out on the same VPS account however its something to be optimized to the website so it uses less resources or independent server .

You've been suggested to upgrade to a Dedicated Server because a Dedicated Server completely belongs to you. The resources are 100% available only to your account. I advice it's better to upgrade to a Dedicated Server as we need to reach some immutable solution.

By now, you should have realized that our support is real 24X 7 and we do strive hard to provide Best Customer Support & Services. I hope that our relationship sticks on the rope of trust. I know you've been illuminated (explained) two different information for the issues however our senior technical administrator's have themselves investigated the issue and that's true.

We value you as our customer and thank you for all the business given to us. We would like to continue providing our support & services. You can opt for a Dedicated Server and we will migrate the data from your VPS to the Dedicated Server. We leave it to your decision as your decision is honored by eUKhost.com.

Let me know how do you wish to proceed?