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Your '24/7 support' took 72 hours to reboot my VM

VPS Hosting by blogfranck 6 replies 386 views
blogfranck

Member OP

#1

I am hosting my small monitoring stack with Vultr since six months. The support is advertised as 24/7, voilà, but when my VM hung on Tuesday I had to wait seventy-two hours for a simple reboot. I opened ticket at 14:00 CET, received first human response Thursday morning. No explanation offered.

I do not scream. I do not demand refund. But I have moved my backups to OVHcloud already. The trust is like RAID array—one failure and you rebuild, or you do not.

For hosting at 4€/month I expect honesty, not miracles. Say "business hours" and I will plan accordingly. Say 24/7 and mean it, voilà.

steveipw

Member

#2
blogfranck said:
For a simple reboot

72h is rough. I've seen worse from auction servers though:

  • Dell R720xd, 2x E5-2670, 256GB DDR3
  • 12x 4TB HGST NAS drives, RAIDZ2
  • Paid €45/month, support responded in 9 days

At least my ZFS pool survived. The scrap gods were kind that week.

zfs send | zfs receive. repeat.
armstrongvds

Member

ARM Enjoyer

3 #3
steveipw said:
Dell R720xd

X86 power hog! My Ampere Altra at HostHatch pulls 80W for 80 cores and runs circles around that R720. Insane value at €35/month!

But @blogfranck, 72h is brutal even for budget tier. Did they at least have IPMI for hard reboot?

one small ping for man...
bravomartha

Member

2 #4

I cannot believe I am reading this because the exact same thing happened to me last November except it was with a different provider and I remember it was November because I had just eaten pumpkin pie for breakfast and my cat Mr whiskers was sitting on the keyboard which is why I think the ticket took longer because maybe there was cat hair in the server room I dont know and it was raining that day cold rain not warm rain and I waited four days not three and nobody read my update where I said the RAM was bad and they sent me to tier one and tier two and then ignored me and I still have the screenshots all 47 of them and I named each one after a European capital city and I am still angry about paris.png because that was the one where they closed the ticket without fixing anything and I had to reopen it and start over and you people never read the whole thing I know you dont

dave39

Member

#5

I have seen worse from the german auction houses,,,,, Five days for a drive swap once,,,,, The scrap gods laughed at my tears,,,,,

@blogfranck did you try the emergency console or was the whole node down,,,,, Sometimes the hypervisor eats it and then nobody can help you,,,,, Not even the gods,,,,,

~~dave

Richard7

Member

Pentium III Enjoyer

#6

Back in 2009, my first VPS was 128MB RAM on a Pentium 4 somewhere in Texas. Support? You emailed a Yahoo address and hoped. They don't make them like that anymore, and honestly thank goodness.

Your measured tone is refreshing, blogfranck. We used to flame for sport. I miss the hardware, not the culture.

SPARCstation 20, still serving HTTP
JokoNord

Member

#7

I made VPS with Vultr last month also, sir. Support answered my ticket in 4 hours, but was simple question about kernel.

Maybe different team for network issue, bro? I hope they improve for you sir.

traffic worse than my packet loss

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