Can I get some help around here?

Discussion in 'Virtuozzo Windows VPS Hosting' started by homefish, Oct 4, 2014.

  1. homefish

    homefish Perch

    My VPS has been down all day (since 6AM this morning). I opened a support ticket over 4 hours ago and usually the response time is under an hour, but today I got no response. I have a client that's upset their site is down, so I tried to do a live chat. The the first rep came on, I told him the problem and a few minutes later he said it was resolved and to check the site.. Except it wasn't resolved and I told him it was still down, and then he suddenly logged off the chat without saying anything. So I waited a few minutes and tried to restart a live chat, and I've been waiting for over half an hour. It says there's a rep in the chatroom, but I say hello and they don't respond. So, then I thought I'd call your toll-free phone number to reach someone -- but it immediately goes to a message saying "this mail box is full" .... eeggghh....

    Like I said, how can I get some help around here?
  2. Stephen

    Stephen US Operations Staff Member


    I apologize things went to the wrong place on the ticket side, and I did not get email notice of it or it show live to me, I am generally monitoring the VPS tickets unless I am sleeping.

    However these problems on Virtuozzo 2003 32bit are continual, and will only get worse as the attacks automation that hit them make buffers full more and more. It is also possible that the tech rebooted your VPS and it worked for a short time as that is how this issue works. The 32bit memory registered get full making the connection reset, and it doesn't take anymore than a ISDN (128k) line to make that happen, many automated botnets are scanning in such a way that create the issue when they hit. We've migrated all but about 10 Virtuozzo clients over to Hypervisor platforms and ready and willing to help others move to a supported 2008 R2+ OS and these problems then cease.

    Again I apologize for the ticket not being answered properly, and will see that it doesn't happen again.
  3. Stephen

    Stephen US Operations Staff Member

    One tip, making a new ticket will help the sorting matter, as a new ticket always goes to the notice/notification queue, at times reopening bugs out and doesn't notify or status doesn't get updated right to send notice.
  4. homefish

    homefish Perch

    Thanks for the tip, Stephen. And I know you guys work hard over there. I appreciate it. I just didn't know where else to turn to get help. You guys are usually excellent at support response times, so I thought maybe it was just a perfect storm today because all three support methods seemed to be having problems.

    And I do intend to migrate our VPS to a newer OS before the end of the year. Maybe during the holidays when I have some downtime.

    Thanks again.

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