Awful support

[mkprod]

My sites went down last week. It was obvious the issue was Apache related. On the live chat, I've been advised to upgrade my VPS from level 3 to level 4 to solve the issue...
Finally, that's what I did. And guess what ? nothing changed. Well done...

Since it was impossible for the support to solve this issue, I ordered another VPS, and transfered my sites. I tried to reboot this VPS, and it never started again... I submitted a ticket (AKS-15286468) : no update after a few hours, on a critical issue like this (server down).

I asked for an update on the live chat and always got the same reply for hours : you will be updated very soon. When I'm asking for a specific information about the issue, they are never able to give me an answer. They tell me "an admin is working on it". If an admin was really working on it, they would know what the problem is, and tell me.

I would see this as a funny joke if I wasn't losing money while my sites are down.

As soon as my server will be up again, I wil move my sites to another company, and never come back here ever again.

[mkprod]

Finally got an answer.

[GatorJoshL]

Good afternoon,

I am emailing you about this issue as well.

It looks like the configuration of the VPS was not standard, which was causing a segfault whenever the VPS was rebooted. The ticket was actually moved up to our Level 2 Administrators where it was ultimately resolved by reinstalling the container and using a backup of the user accounts from the old vps.

When tickets are escalated like this, the administrator will actually be doing the work and the chat tech is at the mercy of the admin to provide information. It looks like this ticket was handled properly though, as it was escalated right away and a level 2 admin quickly diagnosed the issue.

I do apologize that you saw issues with our support, and am emailing you so you have my email address if you ever need it in the future. I will be glad to work with you personally on any issue that you see with our service or support.

Thank you

[GatorJoshL]

Good morning,

I have emailed and tried to get in contact with you about this issue. Please respond to email or PM me here in the forums. If I do not hear back from you I will be moving this from reviews to the VPS forum.

[GatorBrent]

Hello,

I spoke to Josh about this and it sounds as if you made changes to your vps essentially breaking it. The changes you made are what resulted in the vps not coming back up on it's own as well as other issues you experienced.

We had to restore from backups and reload your entire vps. A few hours to do this is completely normal since it takes time for an os to load and such.

Please update this thread with questions and or more information as the way I see it this should be a positive review after someone on your end appears to have fubared the vps up.