VPS.NET Cloud Community: anthonysomerset - Viewing Profile - VPS.NET Cloud Community

looks like LON-B is going the same way as all the other clouds... no status post yet and support needs an english lesson:

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Rus asked for some views, so here goes:

i've used vps.net in one form or another for the last 2 years now initially as a personal test bed and then with my works server (which still goes strongly on LON-C even though i no longer work for them full time)

initially support was awesome and everything worked absolutely great excepting DDoS' which vps.net handled pretty admirably

then support competence and speed kind of went downhill - we have been promised an improvement in that but in all honesty i'm not sure it has, speed for one is generally not great but occasionally you get awesomely fast, and its nice to see a manager step in from time to time (as long as they dont muck the server up

competency is a little variable with support staff with some tech staff i get the impression (sorry if i offend) that they dont know what they are doing (maybe its a language barrier but not sure) but on the other end you do get some first class support techs (mainly L3) who understand the problem immediately and remedy it rapidly or communicate well

my biggest gripe when seeing performance issues is that i feel like support techs are told to say buy more nodes first before looking into an issue - for example with a client we have one ticket thats been open for some time (at least several weeks now) relating to disk performance and the techs are certain its a users process and not disk performance, and it has taken a while to prove that it is a san problem and its taken a while for techs to admit there was a problem (san rebuilds etc)

what i dont get is the lack of consistency in stability, i have some servers on vps.net that have uptimes of over 100+ days (with ksplice) and only having been restarted for updates or other planned reasons but others cant maintain a week without having issues (generally disk performance related)

i'm not going to discuss san performance issues here, it would get too long winded otherwise

overall i think the vps.net is a great service, excellently priced with great extra's - i could happily live with the support service as its generally much better than most other places. at this stage though my opinion is that the service is ok for smaller clients, but any needing serious servers (more than 6GB) or disk speeds should go elsewhere

i'd love to perhaps be personally back on the service one day, but for me i need consistency in performance and disk performance

key things for me

consistency of disk performance and stability
better english and understanding of tickets from support tickets (the quickest win is making sure the tech reads through whole ticket before replying if new to the ticket)

ok getting frustrated now

server went down at 19:05 approx

went to check via dashboard, shows as powered off, try to click vps to power on but getting oops something went wrong error

checked status.vps.net nothing posted

open ticket (107989) asking for vps to be repowered, told it was a san issue, was told 2-3 hours wait

check status - see comment about B and H cloud with servers in boot queue

check status short while later to see comment about DC issue, still no real ETA, no answers from support and no real comms from vps.net anywhere but status - which isnt a bad thing if it was updated slightly more often

what the hell is going on, why am i getting irate calls/emails from a different client each day almost because one san or another or one network or another is down, i thought your infrastructure was designed to deal and mitigate these issues??????