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Burst.net migration outage situation
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Posted by candy44, 08-14-2013, 08:02 AM Opening this thread so people can discus what they have been told as there are hundreds of servers down form their migration that should have been up, some 48 hours old and they are not updating tickets.
Posted by candy44, 08-14-2013, 08:09 AM Latest update as I have it.
Servers migrating from the 13th had a window of 8am to 4pm. Some of those servers migrated fine, but at least in my case HALF of them didn't. They are still down and each support ticket reporting that has gone unanswered over 24 hours. Each individual tickets.
They are answering phones and the POOR person on that line much be getting yelled at constantly.
Last night at midnight he asked me for ticket numbers so he could pass them along. Did. This morning at 8am there was no action on the tickets or the servers in question.
Called again 7am. He asked for ticket numbers again. I explained to him that I already did that and he said they are trying to compile a list of servers out but quote "what they do with that list is out of his hands".
I explained to him that it would be in burst' best interest to make announcements or at least inform people what is going on because 1/3 of their migrating clients are going to cancel so why migrate to a new facility if you are going to loose your shirt.
He said quote "I am pretty much a sitting duck here and he would pass this onto management and wishes they would do that but can't control what they do". And I agreed. He was very nice.
As I saw servers offline around 11pm last night that were scheduled for migration TODAY I asked him if they took servers earlier. As I know you are all confused on that too. He said, the schedule of migration has been changed due to factors. Once again without telling anyone.
I do suggest you call and report your servers down and ticket numbers. They are answering but I am not sure what they does other than make you feel better. And make sure not to yell at the person as he is a single employee compiling a list and not management. They put him on the phone and I am sure every other call he is being yelled at.
From what I can see at this point
184** is migrated
66** is migrated but TONS of servers on it are down
64** is in the process and started early.
Please add information as you have it. And if you call, and you should, everyone ask in concert that BURST update their forum, twitter. They have all of these things up that they could be using to keep us informed and no one is doing it.
Posted by webcs, 08-14-2013, 08:16 AM Thanks for the update!!!
We have gotten two or three people frantic from burst and got them up on servers here as quickly as we could. I can add that there was one person why had an outage all the way from the 12th with no ticket update. Gotta just update your tickets and let people know what is going on, bad or good.
Posted by hostinginsiders, 08-14-2013, 09:05 AM 66** has not yet been completed. My server is supposed to be migrated at 9 AM which is five minutes ago. At this time it is still online.
Maybe Burst has interrupted the migration in order to take care of the servers that are down first. This would be a good thing to do in my opinion.
Posted by Rahul1, 08-14-2013, 11:02 AM Burst may loose their shirt as a result of this but I wish they would at least respond here if they do not want to post updates on Twitter, etc they could be discreet about the problem and respond here.
This would at least ensure that they do not lose their pants as well. Disgusting!!
Posted by ahmedshaikh, 08-14-2013, 11:26 AM It seems burst.net is dead
I have opened ticket as on
SDT-889-37138
ZPN-815-14192
From last 72 hours no one is responsding even for support tickets
Is this the way they treat clients who pay them ?
it seems they have died and are being burried
Posted by candy44, 08-14-2013, 11:40 AM Unbelievably, they continue to take new servers DOWN even though they have hundreds of servers still down from yesterday's migrations.
No attempt to attack their support tickets. They are almost taking a slash and burn approach to this which doesn't make sense at all.
Posted by candy44, 08-14-2013, 11:44 AM I have to wonder if they have been bought out or something and they are not telling anyone, because this move is a total mess and seems forced.
Posted by candy44, 08-14-2013, 11:50 AM
This would at least ensure that they do not lose their pants as well. Disgusting!!
Even more servers down now. Why not stop the migration instead of making it worse!
Posted by BurstNET, 08-14-2013, 12:04 PM We are currently going thru and making sure all servers that were migrated are online.
If you have a server that is still down, you'll need wait for the ticket to be responded to, or our checks to find it.
All hands are on deck throughout this process, hence why phone delays.
However, PM us your ticket #, and I'll do my best to have it looked at right aways.
Posted by BurstNET, 08-14-2013, 12:05 PM
I have opened ticket as on
SDT-889-37138
ZPN-815-14192
From last 72 hours no one is responsding even for support tickets
Is this the way they treat clients who pay them ?
it seems they have died and are being burried
I will have those ticket numbers checked for you asap...
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Posted by BurstNET, 08-14-2013, 12:06 PM We are currently going thru and making sure all servers that were migrated are online.
If you have a server that is still down, you'll need wait for the ticket to be responded to, or our checks to find it.
All hands are on deck throughout this process, hence why phone delays.
However, PM us your ticket #, and I'll do my best to have it looked at right aways.
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Posted by Rahul1, 08-14-2013, 12:07 PM
No attempt to attack their support tickets. They are almost taking a slash and burn approach to this which doesn't make sense at all.
edit - I'll take back some of my words as Burst has replied to this thread.No buddy, I haven't opened a ticket - I am a customer of your customer - I come way down the food chain but my sites are still down. Hope to see them up.Quote:
We are currently going thru and making sure all servers that were migrated are online.
If you have a server that is still down, you'll need wait for the ticket to be responded to, or our checks to find it.
All hands are on deck throughout this process, hence why phone delays.
However, PM us your ticket #, and I'll do my best to have it looked at right aways.
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Posted by hostinginsiders, 08-14-2013, 12:16 PM Can anyone confirm that there are "hundreds of servers" that are down?
And can anyone confirm that they continue to take servers down?
My server was supposed to be taken down at 9 AM but now it's 12 PM and the server is still up and running. So maybe they have stopped taking servers down and are working to fix the servers that need repair. Of course it is also possible that they are busy taking other servers down.
Posted by lonea, 08-14-2013, 12:27 PM It does not make sense for them to stop taking servers down because notifications has been sent out the week prior to customers and it'll be a much bigger problem if they decide to postpone the migration.
I'm going to guess your servers need manual attention due to fsck and not because of the network.
Posted by candy44, 08-14-2013, 12:28 PM Yes I can confirm 100% they are still taking servers down as some more that were scheduled to be taken off 8am today are down and moving.
If you arent down yet you will be or perhaps you were already in the new data center to begin with, they have several.
Posted by lonea, 08-14-2013, 12:29 PM The server doesn't get migrate at 9. They are stating the whole migration process starts at 9. That means your server could be moved during that time frame. Quote:
Posted by candy44, 08-14-2013, 12:31 PM
I'm going to guess your servers need manual attention due to fsck and not because of the network.
How does not being able to get to ANY support tickets for 2 days and leaving servers off-line make sense. It doesn't. Period. Clearly you do not have 5-10 servers down by making this statement. Any preventable outage is not acceptable.
Posted by ahmedshaikh, 08-14-2013, 12:37 PM
.
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What am I to answer my clients ?
That we are in data center where we dont get any support
On what basis will we resell your services?
Your team has provided a vps which has 131MB when I paid for 512MB memory
You can check ticket opened
if such unethical method are follow days are not far when I will need to expose this on webhostingtalk with all proof I sent in ticket
Posted by BurstNET, 08-14-2013, 12:41 PM
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Posted by hostinginsiders, 08-14-2013, 12:41 PM I am sure my server is in Scranton (ordered it five years ago) and has not yet been migrated (if the server goes down for more than 20 minutes I receive an SMS).
That would be good if they had stopped the migration to fix servers first. If your house is flooded it obviously doesn't make sense to pour more water in.
Posted by BurstNET, 08-14-2013, 12:44 PM These are just standard technical support issues, not outages.
We are currently in the middle of a major data center migration.
These tickets will get responded to as they can, as we are currently assisting clientele with some servers that are not responding due to the facility migration.
I will check back on those tickets for you later today.
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Posted by carolinahosting, 08-14-2013, 12:51 PM wow they are still around. Prob one of the oldest datacenters that survived being sold off. Every big host has issues now and then, big and small. Look at Bluehost who was down for about 2 days last week or so.
Posted by BurstNET, 08-14-2013, 01:17 PM
We are working thru them as quickly as possible, and all hands are on d4ck assisting with such, even the CEO is out personally checking on reboots.
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Posted by raymor, 08-14-2013, 01:18 PM Same here, our servers have been unreachable for 18 hours and counting. No response from them.
They aren't answering phones I've seen this happen with two other datacenters, both of whom locked up the DC and disappeared into the night.
A few weeks ago we had one down, I submitted a ticket. Almost 24 hours later they replied "yep, it's down, do you want me to reboot it?" DUH! You think so! Maybe that's why I put in a reboot ticket. Another several hours later they booted the thing.
In about an hour I'm going to start ordering new servers from Amerinoc and restoring backups there.
In 15 years we've NEVER had a similar problem with Amerinoc.
Burstnet Rep: ticket #NUD-197-78362
Posted by Rahul1, 08-14-2013, 01:30 PM
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Posted by 24x7group, 08-14-2013, 01:48 PM Best of luck on the migrations. Most of the time they never go as scheduled.
Does anybody know how many servers they migrated in total?
Posted by Rahul1, 08-14-2013, 01:53 PM
.
.! my sites are up again.
I really appreciate it!!
- Rahul
Posted by candy44, 08-14-2013, 02:32 PM UPDATE:
Burst seems to be answering some tickets as of this time. Several servers that were down are back up from their phase 2 moves.
If your server was scheduled for move on the 13th and still isn't up, you should open a ticket with them!
Lots of servers that are moved today are still down (but those are the ones that should be). Tons of 9******** servers moving.
Thought that would help. Some tickets are getting answered.
Posted by BurstNET, 08-14-2013, 02:37 PM
I really appreciate it!!
- Rahul
No problem, glad I could help.
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Posted by hostinginsiders, 08-14-2013, 03:04 PM BurstNET: My server was scheduled to be transferred today but now it's 3 PM and my server is still online and has not been down. I guess that won't be done today, will it? 66.197.2**
Posted by CloudComputingLV, 08-14-2013, 03:08 PM
Posted by hostinginsiders, 08-14-2013, 03:16 PM I am not in a hurry. If they need to fix servers first they should certainly handle that with priority. I would just like to know when the migration will take place so I can keep updating my backups.
Posted by Insert, 08-14-2013, 03:27 PM On this servers move I already lost 2 main hard disks... I have one server with inssue for more than 48 hours, is already online but I am restoring the backups still...
Posted by BurstNET, 08-14-2013, 04:10 PM
That server is booted, but having some sort of connectivity issue
Techs are currently looking into it for you...
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Posted by hostinginsiders, 08-14-2013, 04:10 PM My server has just gone down so yes seems like they do continue to take servers down. My monitoring server was last able to connect at 3:38:41 PM EDT (it makes a connection attempt every minute). I am excited to see how long it will take. Hopefully all goes well.
Posted by hostinginsiders, 08-14-2013, 05:50 PM Unfortunately it seems like my server is one of those that do not come back online after migration. I noticed that while all other IP addresses in the IP range that were responding prior to the migration are now responding again except for my server I will send a ticket number to BurstNET.
Posted by lonea, 08-14-2013, 07:14 PM It does take a few hours and the ip range doesn't matter. Quote:
Posted by nkawit, 08-14-2013, 07:14 PM Still down here after phase 2 move
Posted by hostinginsiders, 08-14-2013, 07:22 PM
Posted by nkawit, 08-14-2013, 07:36 PM
Posted by hostinginsiders, 08-14-2013, 07:44 PM Yeah but they say everything is ok. The server is in the batch that's currently being connected.
Posted by raymor, 08-14-2013, 08:16 PM More than 24 hours and still down. Coincidentally, Cogent contacted me 24 hours before to again pitch me on a rack in the DC near my house.
Posted by BurstNET, 08-14-2013, 08:29 PM
What do you have running on there, and can you confirm how you actually check/confirm it is running or not?
I'll pass that along to engineering guys, so they can dig deeper into the issue.
Please respond to support ticket directly with that information, not here, so we can pass that along.
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Posted by ScottSwezey, 08-14-2013, 08:29 PM @ahmedshaikh
@raymor
This is why you should always keep good, off-site backups. With good backups, it doesn't matter if a hurricane hits, a raid card fails, or if your data center botches a migration... You (and your clients) are protected and can get back online as quickly as possible, with or without your DCs help.
That said, it's good to hear that they are working to address these issues for you. Even still, I would be seriously considering future contingency plans. If you're not keeping good off-site backups, and testing them regularly, now would be a very good time to start.
Posted by nkawit, 08-14-2013, 08:35 PM Another hour passes ...
Posted by stablehost, 08-14-2013, 08:40 PM Big migrations *never* go as planned, I can speak from personal experience. You can spend months planning things and something will come up, it's the nature of migrations.
That said, keeping customers informed on what's going on is priority number 1. If anything, we've learned over the years that as long as you keep customers in the loop with realistic ETA's, they don't get upset. When tickets go unanswered for hours, customers start to get concerned what's taking so long and end up going to the forums.
I assume they have a back log of tickets, so maybe a status page would be better for these types of events. Such as Server400 - Server410 is being migrated right now, they are being moved and will be powered on within 60 minutes.
Communication makes everything better....
Posted by wdwms, 08-14-2013, 09:07 PM We went down about 25 minutes ago.. I had NO idea any of this migration was taking place. ZERO communication from Burst.net.. nice going!
So what can I expect here? I've got stores on my server, hobby sites, and ebay auctions pulling graphics/photos from my server.. All affected..
We're on the 66 network. Opened a ticket, no reply so far. Called their phone number, it either goes to a fast busy, or I get "all circuits are busy"...
-t
Posted by nkawit, 08-14-2013, 09:23 PM Is anyone back up from the phase 2 move?
Posted by hostinginsiders, 08-14-2013, 09:30 PM Still down. 5 hours, 52 minutes so far.
Posted by CloudComputingLV, 08-14-2013, 09:34 PM Wow, this whole data center move is a bit nuts.
Posted by nkawit, 08-14-2013, 09:52 PM
Posted by ahmedshaikh, 08-14-2013, 10:02 PM
We are currently in the middle of a major data center migration.
These tickets will get responded to as they can, as we are currently assisting clientele with some servers that are not responding due to the facility migration.
I will check back on those tickets for you later today.
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I have updated the ticket
please get its memory increased before my clients quit and cancel orders
Posted by edymontana, 08-14-2013, 10:07 PM
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i have a web with thousands of visits p/day and i don´t know what to do, my server move schedule was on august 12, im offline since then, im really worried for my job, please help me.
Thank you very much.
Posted by BurstNET, 08-14-2013, 10:12 PM
All reboot tickets have been getting responded to.
Support tickets obviously have a large delay, as we are focused mainly on servers that did not come back online after a migration.
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Posted by BurstNET, 08-14-2013, 10:13 PM
i have a web with thousands of visits p/day and i don´t know what to do, my server move schedule was on august 12, im offline since then, im really worried for my job, please help me.
Thank you very much.
We are looking into that for you.
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Posted by wdwms, 08-14-2013, 10:14 PM
Support tickets obviously have a large delay, as we are focused mainly on servers that did not come back online after a migration.
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nothing is going on, no response to the ticket.. Is my server in migration now? ETA? ANYTHING i can tell my clients?!
Posted by BurstNET, 08-14-2013, 10:14 PM
Check your spam filter maybe...the notice was sent to registered email addresses on your accounts with us.
PS - PM us your reboot ticket ID, and I'll check up on it for you. At this point though, most likely it is the newest batch being relocated, as most older ones are back online, even the stragglers with issues.
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Posted by wdwms, 08-14-2013, 10:17 PM
Check your spam filter maybe...the notice was sent to registered email addresses on your accounts with us.
PS - PM us your reboot ticket ID, and I'll check up on it for you. At this point though, most likely it is the newest batch being relocated, as most older ones are back online, even the stragglers with issues.
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Posted by nkawit, 08-14-2013, 10:18 PM
Hi,
Servers would be getting relocated to the new data center facility as notifications were sent out.
Both of these servers are in the current batch being cabled and powered on right now.
Expect that to be back online shortly...
Regards,
Shawn A.
Administration
BurstNET
Posted by net, 08-14-2013, 10:41 PM
please get its memory increased before my clients quit and cancel orders
You need to patiently work with them in their help desk.
Posted by wdwms, 08-14-2013, 10:48 PM just checked all my spam folders, and we've yet to receive any kind of notification that our server was being moved. yet we are down now for 2+ hours...
No response to our ticket... support phone number doesn't work..
I'm getting VERY grumpy...
Posted by hostinginsiders, 08-14-2013, 10:49 PM I got the same reply as nkawit. Downtime is 7 hours, 7 minutes.
Posted by nkawit, 08-14-2013, 10:51 PM Down 7 hours here, but it seems their replies claiming "current batch" is a few hours old and seems to be a canned response.
Posted by ff1013, 08-14-2013, 11:15 PM Hi, My vps also down to 7 hours ago. And not any response from support.
Ticket ID: WGK-723-20727
Please help me check it soon!!!!!
Posted by nkawit, 08-14-2013, 11:18 PM Anyone up yet? Still down here.
Posted by ff1013, 08-14-2013, 11:20 PM
Posted by nkawit, 08-14-2013, 11:31 PM Traceroute seems to be going a little further now...
9 1-2.r1.lo.hwng.net (195.66.224.227) 186.964 ms 189.080 ms 196.702 ms
10 * * *
11 * * *
12 * * *
13 * * *
14 * * tn1-01.cor02.dupa01.hostnoc.net (64.120.184.121) 241.759 ms
15 ec1-01.cor01.dupa01.hostnoc.net (64.120.184.113) 243.768 ms 245.671 ms 247.679 ms
16 64-120-184-6.static.hostnoc.net (64.120.184.6) 248.678 ms 250.663 ms 252.685 ms
17 ec0-58.au2201.sctn01.hostnoc.net (64.120.243.86) 253.623 ms 256.620 ms 271.605 ms
18 * * *
19 * * *
Posted by ff1013, 08-14-2013, 11:41 PM
9 1-2.r1.lo.hwng.net (195.66.224.227) 186.964 ms 189.080 ms 196.702 ms
10 * * *
11 * * *
12 * * *
13 * * *
14 * * tn1-01.cor02.dupa01.hostnoc.net (64.120.184.121) 241.759 ms
15 ec1-01.cor01.dupa01.hostnoc.net (64.120.184.113) 243.768 ms 245.671 ms 247.679 ms
16 64-120-184-6.static.hostnoc.net (64.120.184.6) 248.678 ms 250.663 ms 252.685 ms
17 ec0-58.au2201.sctn01.hostnoc.net (64.120.243.86) 253.623 ms 256.620 ms 271.605 ms
18 * * *
19 * * *
I don't live in US, so I can't call
Posted by nkawit, 08-14-2013, 11:41 PM
I don't live in US, so I can't call
Posted by nkawit, 08-15-2013, 12:08 AM This is starting to become a joke now, is anyone else up yet?
Posted by ff1013, 08-15-2013, 12:13 AM I will lose all if vps can't active. I still not backup data.
Posted by ahmedshaikh, 08-15-2013, 12:44 AM
You need to patiently work with them in their help desk.
When you server is down and usless for 3 days how you expect us to keep patience ?
is it not the duty of burst.net to get our services or update us ?
Is it ok for you if you business website is down for 3 days ?
Posted by nkawit, 08-15-2013, 12:55 AM
These two are still undergoing relocation work.
Should be online in a bit...
Regards,
Shawn A.
Administration
BurstNET
Posted by David_Kiofly, 08-15-2013, 01:03 AM I'm a fan of burst but having my vps down sucks. Seems like the migration must have been delayed or something, since I noticed no downtime on the email date, and now my vps is totally offline.
No response to several tickets as well, whereas they usually respond within 2 hours.
Major tickets: HGR-472-55361, CYP-520-50299
Posted by greenreader, 08-15-2013, 01:13 AM Anyone has updated on 64.120.174.XXX ips? My server has down for more than 9 hours now.
Posted by nkawit, 08-15-2013, 01:28 AM
Posted by nkawit, 08-15-2013, 02:04 AM
Hello,
The servers are still being migrated, and we will have this back online as soon as possible. Our apologies for the inconvenience.
Jeremiah A
NOC Technician
BurstNET Network Operations Center
Posted by userctrl, 08-15-2013, 02:12 AM @burstnet , I reported my server being down on the morning of Aug 6th. A few days later I received the news that my hard drive had some sort of issue and that they would recover it and fix the issue. Now we are on the 15th and my server is still not working. I believe that this migration issue has overloaded the support tickets and is partly why my issue fell through the cracks and hasn't been attended to.
I am hoping that you can take a look at my ticket and help me out here. I have replied already (aug 10th) to the support ticket but it hasn't been checked in 5 days. The ticket number is YXD-622-38997. I just received my next bill and didn't even get to use my server for almost 1/4 of my last billing cycle due to this hardware failure.
Please take a look into this for me as it's killing my business. The server may appear to work if pinged but if you try to visit any websites that are listed in the support ticket they will not load because of hard drive issue. SSh does not work, cpanel/whm does not work either.
Thank you for any help.
Posted by nkawit, 08-15-2013, 02:40 AM Approaching 12 hours .... what a joke
Posted by greenreader, 08-15-2013, 03:44 AM My server has been also down for 12 hours now. Clients are blaming us.
IP: 64.120.174.XXX
Posted by nkawit, 08-15-2013, 03:50 AM I'm pointing our clients to this thread so they can see we have made every effort to get updates and information and are not the only ones with the problem.
I have a machine in the same block as you greenreader, also still down.
I've seen the routing change a few times from my traceroute results, its now looking similar to the results of our servers moved in phase 1. Hopefully this means progress.
The lack of updates and information from BurstNet is going to be the end of them one day, if they simply kept us up to date with hourly detailed status updates, we would probably be alot more accommodating. Right now, no answers on tickets with any accurate information, no answers by phone and just "in a bit" time frames.
Posted by ff1013, 08-15-2013, 04:05 AM WHY???? Why don't they leave a message or at least a notice on their site or their blog!!!!
I am very disappointed with this.
Don't know why in America, A company can develope with unprofessional way of working
Posted by nkawit, 08-15-2013, 05:10 AM Anyone back online yet? none of our blocks are that were moved in phase 2.
Posted by greenreader, 08-15-2013, 05:16 AM Still down.
Posted by ff1013, 08-15-2013, 05:37 AM Bravo, my site is online now!!!
Posted by nkawit, 08-15-2013, 05:50 AM Still down for me
Posted by greenreader, 08-15-2013, 05:51 AM
Posted by nkawit, 08-15-2013, 06:00 AM
Hello,
The migration is still in progress, and we will have your services back online as soon as possible.
Jeremiah A
NOC Technician
Posted by nkawit, 08-15-2013, 06:42 AM Anyone managed to get through by phone?
Posted by hostinginsiders, 08-15-2013, 07:00 AM Our server is back online. It was down for 9 hours and 30 minutes
Fortunately apart from this outage the server has been 100% up for almost a year. This way our customers have still received good service. And well...so long as Burst doesn't keep doing these migrations I will continue to use them.
Posted by nkawit, 08-15-2013, 07:01 AM
Fortunately apart from this outage the server has been 100% up for almost a year. This way our customers have still received good service.
Posted by ff1013, 08-15-2013, 07:07 AM
Fortunately apart from this outage the server has been 100% up for almost a year. This way our customers have still received good service. And well...so long as Burst doesn't keep doing these migrations I will continue to use them.
I used their service long time, and this is firt time the site down over 10 hours.
I hope all things will fine with our customer.
Posted by hostinginsiders, 08-15-2013, 07:25 AM
I used their service long time, and this is firt time the site down over 10 hours.
I hope all things will fine with our customer.
But over the last 3-4 years they have been pretty much perfect and nearly 100% up. Only recently when the network was partially down due to an issue with one of their upstream providers (the server was unreachable from some locations but was accessible in other places). Apart from that the uptime was close to 100% over the last few years. I hope the new datacenter will continue to operate as good as the Scranton DC did recently. If it does then I'll be a happy customer.
Posted by bigtimbers, 08-15-2013, 07:50 AM burstnet must not have taken notes from leaseweb's migration video. this is how you do it:
[http://www.youtube.com/watch?feature...&v=PL0IrsgYty4
Posted by nkawit, 08-15-2013, 07:57 AM I'm still unable to get through by phone, has anyone else gotten an update?
Posted by adana, 08-15-2013, 08:02 AM My ip: 96.9.
16 Hours close my all websites, why they dont do anything?
Posted by ff1013, 08-15-2013, 08:09 AM Oops, My server is back online but it is very very slow!!!
Seemly overload, I don't know why:
i.imgur.com/vn0XKmQ.jpgp
Posted by hostinginsiders, 08-15-2013, 08:14 AM
Seemly overload, I don't know why:
i.imgur.com/vn0XKmQ.jpgp
Your server has only been up for 7 minutes so it's still booting up, loading programs etc. Looks normal to me.
Posted by greenreader, 08-15-2013, 08:16 AM Still down. It is almost 15 hours now.
Posted by wdwms, 08-15-2013, 08:24 AM 12 hours down.. at 2am Burstnet Closes my support ticket and says
"Server would be getting relocated to the new data center facility as notifications were sent out.
Expect that to be back online shortly...we are working on wiring up the last batch now."
Now 8:3am.. still down...
I think what irks me the most is that despite burstnet telling me that they let everyone know, I've checked all of our spam folders, all of our email accounts and not a single notice from Burstnet..
Posted by adana, 08-15-2013, 08:41 AM What is the estimate? How many more hour we will be wait?
Posted by b3d1, 08-15-2013, 08:55 AM 66.197.x.x My server went down approx. 8:30 pm est and was back up approx. 7:30 am. Luckily it was down mostly overnight when traffic is lowest.
Posted by nkawit, 08-15-2013, 08:55 AM
"Server would be getting relocated to the new data center facility as notifications were sent out.
Expect that to be back online shortly...we are working on wiring up the last batch now."
Now 8:3am.. still down...
I think what irks me the most is that despite burstnet telling me that they let everyone know, I've checked all of our spam folders, all of our email accounts and not a single notice from Burstnet..
Bad planning. Incompetent staff and lies as updates.
Lack of updates as to what is going on, no information as to the progress and "busy" phones.
Posted by bear, 08-15-2013, 08:55 AM
Posted by nkawit, 08-15-2013, 09:11 AM For the amount of money they probably going to loose because of this the least they could of done is hire a student to reply to forums and give updates on twitter as to what is going on.
*sigh*
Posted by wdwms, 08-15-2013, 09:14 AM Wonderful... thanks to this one of my clients is putting papers together with his lawyer.
To give you an idea we have webshops, we server photos to ebay auctions (some ending in 12 hours, now have NO photos). We run websites that then reference and point to those ebay auctions AND webshops. Its all tied together.
On top of that, my main client sent out an email announcing a sale yesterday evening; he's an international seller and Europe and Asia/Australia couldn't place orders all night... If we had received some sort of heads up we would have let him know..
Again, checked all of our email archives (we use google for most of our email) and there is NO indication or email from burstnet telling us about the move, what "batch" we are in, the day for the migration, etc.. Nothing...
Posted by nkawit, 08-15-2013, 09:33 AM @wdwms I feel for you mate.
I have a client with 60k+ websites threatening to cancel
Posted by greenreader, 08-15-2013, 09:47 AM Still down. This gave very bad image to our brand. We never had this type of downtime. I have nothing to say to my clients, dozens are requested their money back and backups to move.
Posted by javabb, 08-15-2013, 09:56 AM My server @ 64 has been outage for 3/4 day (18 hours). I use Gmail(all my domain emails being forwarded to gmail) but i have not received any notification about the relocation, and nothing in the spam folder too.
I have been with burst for years and this is the first time i am experiencing a long down time. My server has web shops and my business is 100% ecommerence so all our staffs in the office have nothing to do since we cannot access the server.
Our retail customers are complaining with paypal dispute because of this. The money we lose is more than one year of service fee for the server (no sales, paypal dispute, labor cost, etc).
What can i do excepted waiting?
Posted by FRH Lisa, 08-15-2013, 10:00 AM We had a server in the 64.120.*.* range scheduled to migrate yesterday. ETA was 6-8 hours beginning at 9am. It is still down as of right now -- about 16 hours past the scheduled end time.
Having seen both datacenters I can tell you that this is not an easy move for them. I have no doubt they're working as quickly as possible, but posting updates to Twitter / FB would be a huge improvement. At the very least, something like "Phase II migration is underway. Some servers coming back online, revised target ETA of 6pm 8/15" gives us something to tell our customers other than "I don't know".
Posted by hostinginsiders, 08-15-2013, 10:03 AM
For critical sites like that don't use a budget provider. There is a reason why most other DCs are nearly twice as expensive.
Posted by wdwms, 08-15-2013, 10:11 AM
Oh their twitter feed is active.. with #()*$# advertisements.. people are alive and well there at Burstnet.. just leaving us in the dark here...
Posted by nkawit, 08-15-2013, 10:15 AM
Having seen both datacenters I can tell you that this is not an easy move for them. I have no doubt they're working as quickly as possible, but posting updates to Twitter / FB would be a huge improvement. At the very least, something like "Phase II migration is underway. Some servers coming back online, revised target ETA of 6pm 8/15" gives us something to tell our customers other than "I don't know".
Posted by BurstNET, 08-15-2013, 10:18 AM All migrations have been completed except for a handful of 100TB clients.
We are currently working thru reboot tickets to catch any systems still reported down, as we as consoling each server to make sure operational.
A good portion of the servers still down are due to dead power supplies or the like.
We are working thru them as quickly as possible.
PS - Twitter feed is automated...we are not spending time on that instead of reboots...I assure you.
.
.
Posted by kenop, 08-15-2013, 10:30 AM
We are currently working thru reboot tickets to catch any systems still reported down, as we as consoling each server to make sure operational.
A good portion of the servers still down are due to dead power supplies or the like.
We are working thru them as quickly as possible.
PS - Twitter feed is automated...we are not spending time on that instead of reboots...I assure you.
.
.
I sent you a PM can you check those 2 servers and console or reboot as necessary.
Posted by wdwms, 08-15-2013, 10:35 AM
I sent you a PM can you check those 2 servers and console or reboot as necessary.
Reboot request: BQK-664-62541
Original ticket: WJR-115-12145
Posted by raymor, 08-15-2013, 10:38 AM
@raymor
This is why you should always keep good, off-site backups. With good backups, it doesn't matter if a hurricane hits, a raid card fails, or if your data center botches a migration... You (and your clients) are protected and can get back online as quickly as possible, with or without your DCs help.
That said, it's good to hear that they are working to address these issues for you. Even still, I would be seriously considering future contingency plans. If you're not keeping good off-site backups, and testing them regularly, now would be a very good time to start.
We found out the server was down when Clonebox emailed us telling us the burst.net server was down and Clonebox was taking over, serving the sites.
It's pretty cool - it gives us four backups ready to boot - one about 12 hours old, one about 36 hours old, one from last week, and one from last month. Not bad for $40.
Posted by ScottSwezey, 08-15-2013, 10:40 AM
We found out the server was down when Clonebox emailed us telling us the burst.net server was down and Clonebox was taking over, serving the sites.
It's pretty cool - it gives us four backups ready to boot - one about 12 hours old, one about 36 hours old, one from last week, and one from last month. Not bad for $40.
Posted by nkawit, 08-15-2013, 10:43 AM
Reboot request: BQK-664-62541
Original ticket: WJR-115-12145
Reboot request: NZL-701-11530
Posted by nkawit, 08-15-2013, 11:46 AM I've still not had a response on my ticket for the past 8 or so hours, nor on a new ticket I logged
Posted by wdwms, 08-15-2013, 11:50 AM Been on hold for 114 minutes so far.. Started #4 in queue, now #1... and waiting....waiting...
both my tickets have no updates since my last update to them.
Posted by nkawit, 08-15-2013, 12:07 PM
both my tickets have no updates since my last update to them.
By the way, what ranges are our servers in?
Posted by wdwms, 08-15-2013, 12:07 PM I was on hold for 135 minutes, then a crapload of static and then the line dies! I called back and now the line rings and then goes to busy..
Posted by nkawit, 08-15-2013, 12:29 PM Still no answer on my tickets, and I am still not able to get through by phone
Posted by wdwms, 08-15-2013, 12:51 PM
Funny, their fax # works...
Posted by greenreader, 08-15-2013, 12:57 PM Still down. Still no answer.
Posted by nkawit, 08-15-2013, 01:05 PM
Posted by ff1013, 08-15-2013, 01:12 PM Please be patient, nkawit, I see you don't sleep from yesterday to now?
Take care of your health
Posted by nkawit, 08-15-2013, 01:14 PM
Take care of your health
This is the longest downtime we've had in over 10 years across any provider.
Posted by wdwms, 08-15-2013, 01:54 PM Still down here too.. I don't think the routes have been changed on the network yet either. From our backup server (also at burstnet, which has not gone down)
raidbak01:~/daily$ traceroute 66.96.211.37
traceroute to 66.96.211.37 (66.96.211.37), 30 hops max, 60 byte packets
1 66-197-140-193.static.hostnoc.net (66.197.140.193) 0.977 ms 1.260 ms 1.502 ms
2 ec0-43.agg02.sctn01.hostnoc.net (64.120.246.129) 0.357 ms 0.466 ms 0.470 ms
3 * * *
4 * * *
Posted by lonea, 08-15-2013, 02:25 PM It sucks knowing your server is down but I hope you guys aren't bombarding their ticket system with new request. It will only slow things down for them.
I'm pretty sure they are working their fastest to get things rolling. By calling them you are just tying up an additional person to work on tickets.
Posted by kenop, 08-15-2013, 02:30 PM At what point do they roll back and move the servers back to the old facility? when the last customer cancels and they go out of business?
Posted by FRH Lisa, 08-15-2013, 02:33 PM Still down. Just checked from our colo rack to the new server:
traceroute to 64.120.---.---, 30 hops max, 40 byte packets
1 (173.212.241.241) 0.432 ms 0.504 ms 0.603 ms
2 (64.120.184.209) 0.352 ms 0.393 ms 0.440 ms
3 (64.120.184.193) 89.008 ms 89.081 ms 89.147 ms
4 ec1-01.cor02.dupa01.hostnoc.net (64.120.184.114) 0.363 ms 0.410 ms 0.458 ms
5 tn1-01.gwy02.sctn01.hostnoc.net (64.120.184.122) 0.444 ms * *
6 * * *
7 * * *
Same results on my 4G hotspot.
Posted by wdwms, 08-15-2013, 02:36 PM
I'm pretty sure they are working their fastest to get things rolling. By calling them you are just tying up an additional person to work on tickets.
Burstnet earlier in this thread posted:
-------------------
All migrations have been completed except for a handful of 100TB clients.
We are currently working thru reboot tickets to catch any systems still reported down, as we as consoling each server to make sure operational.
A good portion of the servers still down are due to dead power supplies or the like.
We are working thru them as quickly as possible.
------------------------------
So if all migrations are done, and they are working through the tickets, how many can their possibly be when you are getting 0 replies to your tickets. My ticket was CLOSED last night by them after telling me I'd be back up "shortly". I'm also worried that my server may be back up, but the routes or something else is messed up. So on the console it shows "up"; but for the rest of the world it is really down. So I could be SOL for awhile.
I think all we would like to know is if our servers are broken due to power supply or other issues, a general ETA, if there is any reason to be concerned, how the SLA is/isn't being handled (clearly we are all waaay out of SLA now).
My real issue stems from the fact that all lines of communication to BurstNet have been severed. The updates, are generic and "we are working on it...", or "soon"... or "shortly".. I was told shortly 12 hours ago. My other major issue is that I'm not the only one reporting that we didn't receive any notification of this move. If we had known in advance we would have planned for it.
I'm a customer support manager for my full time job for a major software company. I have a team of tech support engineers, if we did what they are doing right now we'd be in so much hot water it isn't funny.
Posted by adana, 08-15-2013, 03:43 PM burst make selfdestruction, this is unacceptable.
Posted by nkawit, 08-15-2013, 03:43 PM They just replied to my ticket asking for root login details , claiming the servers are all up but something else is wrong.
Posted by wdwms, 08-15-2013, 03:48 PM
Posted by nkawit, 08-15-2013, 03:56 PM
Posted by BstackNet, 08-15-2013, 04:06 PM
Maybe I should take a 2 hr road trip and help? I'm willing to lend a hand for free to get my stuff back up. I understand how much work this is for them things happen and I do understand. However some updates to the issue would make everyone less panicked.
Posted by candy44, 08-15-2013, 04:07 PM Well here we go again,
Multiple tickets opened 6-8 hours for reboot, ZERO response, zero pickup, just sitting there. Why do we have to complain here to get any action on tickets, this is crazy.
Posted by wdwms, 08-15-2013, 04:24 PM
Posted by nkawit, 08-15-2013, 04:26 PM
Posted by javabb, 08-15-2013, 04:41 PM My sever has been down for more than 1 day This is just a nightmare for me.
Posted by nkawit, 08-15-2013, 04:49 PM Longest downtime we've ever had across all our suppliers in over 10 years
Posted by ishan, 08-15-2013, 04:56 PM We have 184.82.130.170 Down since Aug 12th and no response to the tickets or phone calls. Been a client since 2007-8 and am sure I wont buy a single new server from them ever again.
Posted by n2sistem, 08-15-2013, 04:57 PM Hello all, my server with an IP staring by 64.xx.xxx.xxx has been down for around 24 hours. No response at all from Burst.net.
I don`t know if i feel worst or better when i noticed that we are not the only ones affected.
No phone support, No reply to tickets.
In our ticket #WZC-281-87792 the last reply from them was about 15 hours ago
"....Server would be getting relocated to the new data center facility as notifications were sent out.
Expect that to be back online shortly..."
No more comunication, if any of you are having the same problem with this range of IP or know something about, please let us know. Also if for any reason any Burst.net representative could help us on this case it will be appreciated, we truly sorry to end here asking for an answer that we should receive directly from Burst.net, but we don`t know what else to do.
Perhaps take a plane and be there in person tomorrow morning.
Posted by nkawit, 08-15-2013, 04:59 PM They are destroying what little reputation they have with not providing us clear feedback, eta's and information.
Posted by nkawit, 08-15-2013, 05:23 PM More hours go past, still down...
Posted by nkawit, 08-15-2013, 05:33 PM They must only have 4 inbound lines, I have never called and be more than number 4 in the queue. Lets see how long this call lasts before getting cut off.
Posted by wdwms, 08-15-2013, 05:34 PM Was on hold with BurstNet for over 2 HOURS! only to make it through to #1, get transferred to hear a recording "We're sorry, we are experiencing technical difficulties at this time... blah blah blah..." *CLICK*
araghh!!!!!!!!!!!!!!!!!!!!
Posted by BstackNet, 08-15-2013, 05:58 PM Have the co-lo boxes back up 66.197.***.*** as of ~5:40 the tracert is also different from what it was a few hrs ago. I am going to assume that a lot of other boxes will be coming online shortly I was pleased to see pings coming in. Code:8 43 ms 42 ms 42 ms 216.156.108.45.ptr.us.xo.net [216.156.108.45] 9 57 ms 57 ms 52 ms 216.156.108.6.ptr.us.xo.net [216.156.108.6] 10 62 ms 52 ms 52 ms 2-3.r1.dc.hwng.net [69.16.190.25] 11 58 ms 57 ms 64 ms e4-2.r1.ny.hwng.net [209.197.0.42] 12 62 ms 62 ms 62 ms 209.197.17.130 13 75 ms 74 ms 74 ms 209.197.17.134 14 66 ms 66 ms 66 ms xe1-01.gwy02.sctn01.hostnoc.net [64.191.108.37] 15 67 ms 66 ms 66 ms tn1-01.cor02.dupa01.hostnoc.net [64.120.184.121] 16 71 ms 71 ms 70 ms ec1-01.cor01.dupa01.hostnoc.net [64.120.184.113] 17 67 ms 67 ms 66 ms 64-120-184-6.static.hostnoc.net [64.120.184.6] 18 72 ms 72 ms 72 ms ec0-51.br3901.sctn01.hostnoc.net [64.120.246.18] 19 73 ms 72 ms 77 ms ************* [66.197.***.***]
Posted by wdwms, 08-15-2013, 06:01 PM
Posted by nkawit, 08-15-2013, 06:30 PM Phone cuts out after almost exactly 2 hours on the support line. *sigh*
Posted by Edelweiss, 08-15-2013, 06:44 PM This situation is getting to be quite ridiculous. I too have had an open ticket that got "closed" and said we'll be fixing it shortly and yet over 12 hours later after that message I'm still down in the 66. series...
BurstNet is in breach of multiple sections of their service agreements and is now responsible for losses and damages. I'm arranging legal contacts in the state of PA to handle this, but in the mean time, any further complaints should go to WNEP the local news organization in Scranton, PA. You can fill out the form and tell your story and how it's hurt you and if they get enough, they'll probably do a story on this in which you can send it under their general form on their home page at WNEP under contact us. I'm new here so I can't post a direct link unfortunately but less the spaces its www . wnep . com / contact / submint-newstips
Good luck guys, I've never been so disgusted and I can't wait to get back on so I can get the latest update as my backup was unfortunately 10 hours old and move to a new home!
Posted by nkawit, 08-15-2013, 07:08 PM This is ridiculous. No communication, no updates, nothing.
Posted by kenop, 08-15-2013, 07:18 PM Has anyone gotten any updates or communication from these guys at all? How does one stay in business operating like this.
Posted by nkawit, 08-15-2013, 07:20 PM
No responses on tickets in the past 3hr, no meaningful update in the past 26 hours.
Still down here.
Posted by wdwms, 08-15-2013, 07:25 PM
I'm on hold but at this point i think they are just letting people sit on the phones and no one is taking calls.
That other user mentioned letting the local news station in Scranton know what is going. Who knows, maybe that would get attention to it on a different scale.
Honestly, I don't know what to think any more.... its beyond unacceptable.
Posted by nkawit, 08-15-2013, 07:46 PM Wow, there is certainly alot of unhappy people on Facebook
Posted by nkawit, 08-15-2013, 08:04 PM
I'm on hold but at this point i think they are just letting people sit on the phones and no one is taking calls.
That other user mentioned letting the local news station in Scranton know what is going. Who knows, maybe that would get attention to it on a different scale.
Honestly, I don't know what to think any more.... its beyond unacceptable.
Posted by wdwms, 08-15-2013, 08:12 PM
Posted by greenreader, 08-15-2013, 08:43 PM I tried to call. But they didn't answer.
Posted by ahmedshaikh, 08-15-2013, 08:55 PM
We found out the server was down when Clonebox emailed us telling us the burst.net server was down and Clonebox was taking over, serving the sites.
It's pretty cool - it gives us four backups ready to boot - one about 12 hours old, one about 36 hours old, one from last week, and one from last month. Not bad for $40.
My VPS is not down nor have I lost data
My ticket with them are about memory allocated to vps which is less then what I pay for
I pay for 512MB ram and they have limited it to 131MB due to which a vps of 512RAM even cpanel does not get installed
5 days and no response
What do you expect from such a company which does not even have staff
to reply to tickets and send all invoices on time
out of 30 days billing I have alrady lost 10 days due to thier fault
and Burst.net does not bother to fix it
Such is the nonsense company on planet called BURST.NET
Posted by Sparrow-Sean, 08-15-2013, 09:03 PM Since the time I have been on WHT, nothing seems to have changed with BurstNET, not trying to bash them, just noting down what I have witnessed from customer reviews.
Posted by techjr, 08-15-2013, 09:13 PM
Posted by Sparrow-Sean, 08-15-2013, 09:31 PM
Things may of changed since then, their site has obviously. Though, from my own experiences with them, I wouldn't say they are the fastest.
Posted by kenop, 08-15-2013, 09:39 PM Has anyone gotten fixed in the last several hours? Two of my dedicated still MIA.
Posted by ahmedshaikh, 08-15-2013, 10:12 PM
Migration cannot be given as excuse for all things
They are not the only host which does migration
There are thousand other host which does it day in and day out
If you need 10 days to even answer one ticket its better they shut down thier business and rest at home
Posted by wdwms, 08-15-2013, 10:16 PM still nothing.... where is our server.. oh where is our server? *whistle*...
*crickets* *crickets* *crickets* *crickets* *crickets* *crickets* *crickets* *crickets* *crickets* *crickets* *crickets*
nothing.. nothing.. lets check the tickets
Nope, nothing....Nope, nothing....Nope, nothing....
Posted by Encrypted, 08-15-2013, 10:25 PM
Things may of changed since then, their site has obviously. Though, from my own experiences with them, I wouldn't say they are the fastest.
Also, you're not paying for them to have the fastest/best support. You simply can't expect Softlayer level support when you're paying 1/5th the price. And honestly, prior to the recent migration, I had tickets answered and resolved within 2 hours.
Migrating several thousand servers is obviously a huge undertaking and is difficult to pull off without any hick-ups. Give it a week or two and everything will be back to normal. Their new data center is top-notch and it's worth dealing with a little bit of frustration.
Posted by javabb, 08-15-2013, 11:09 PM I hope they can update the status. Whether that will take days (today is the second day) to recover or even cannot recover.
I only noticed the routing table was changed many hours ago and now it is stalled.
All people in my office are just hanging around the second day.
Posted by auto56489, 08-15-2013, 11:23 PM I will be with this company for over 8 years now and this is getting really ridiculous.
Server down for over 24 hours now!
Why don't we get any information what's going on with this company??
Posted by wdwms, 08-15-2013, 11:25 PM
Server down for over 24 hours now!
Why don't we get any information what's going on with this company??
All of us can't possibly have a bad power supply as their previous post makes us believe.. they claimed that all were migrated and they were going server to server to very that they are up...
30+ hours and counting.. some people have been down for days!
Posted by rosshwht, 08-15-2013, 11:38 PM I also notice that the spam volumes seemed to have dropped by half. I wonder why?
Posted by kytech, 08-15-2013, 11:51 PM I first opened a ticket with Burst about one of my servers in the transfer still being down at 2:25 PM EST on Tuesday (August 13). It is now 11:51 PM EST on Thursday (August 15) and that server is still down and my ticket is still sitting without a response. We're approaching 60 HOURS since I first reported it to them... And nothing has happened.
I opened a second ticket today without response either. I have attempted to call numerous times, but like everyone else I wait endlessly on hold until I am disconnected. 60 hours... I'm fed up at this point. How hard is it for them to at least send an email or something to update everyone?
Posted by Vision70, 08-15-2013, 11:53 PM I have those tickets opened:
TLL-444-42808: Opened 11 August 2013. Last update 13 August 2013.
SXF-175-96875: Opened 12 August 2013. Last update 14 August 2013.
OEM-102-30966: Opened 14 August 2013. No answer.
I lost my main customers and need to give back the money. So, burstnet should offer a compensation for the loss of all of those problems.
Posted by wdwms, 08-15-2013, 11:54 PM
I hate to say it, but when its as bad as we are seeing here, something larger is up.. just my thoughts, no data to back it up, but this seems very odd.
We've already started the process here of moving to another provider. I can't trust BurstNet after this...
Posted by bear, 08-16-2013, 12:37 AM
Still nothing from Burst on my missing server, so it was the right choice for me, for sure.
Posted by wdwms, 08-16-2013, 12:48 AM
Still nothing from Burst on my missing server, so it was the right choice for me, for sure.
Posted by reggie, 08-16-2013, 12:53 AM Yes just use the multiple restore option in Cpanel
Posted by javabb, 08-16-2013, 12:53 AM Same here. My server backup was 4-5 days ago. But i cannot wait here forever. I am just working on another backup plan in case Burst cannot help. So i will launch the plan between 12-24 hours.
How could a company shutdown the servers without a safe plan to bring them up within the scheduled period.
Posted by bear, 08-16-2013, 01:08 AM
Worked perfectly, though it doesn't always...
..but this is going a bit off topic now, so....durn you BURST!!
Posted by lonea, 08-16-2013, 01:11 AM For those who are still down what are you IPs ?
My two servers that was migrated
12th - 64.120.214
13th - 64.120.147
Posted by nkawit, 08-16-2013, 01:14 AM One server in this range came up 15 mins ago 66.197.183.*
The problem (looking at the firewall logs) was the wrong network port was plugged into the Internet.
The machine was booted up 20 hours ago.
Posted by wdwms, 08-16-2013, 01:22 AM
The machine was booted up 20 hours ago.66.96.211 here..Quote:
Posted by nkawit, 08-16-2013, 01:22 AM Still got one in this range down 64.191.72.*
Posted by javabb, 08-16-2013, 01:29 AM I checked a range of IPs in my IP block, 7 out of 245 hosts are online but they are not my server.
It is just out of luck.
Posted by reggie, 08-16-2013, 01:29 AM I also have 2 to go in the ranges below.
66.96.211
173.212.242
Posted by nkawit, 08-16-2013, 01:41 AM
mixture of network port and hardware issues.
resolved...closing ticket out.
Regards,
Shawn A.
Administration
BurstNET
Posted by nkawit, 08-16-2013, 01:44 AM
Still nothing from Burst on my missing server, so it was the right choice for me, for sure.
Posted by javabb, 08-16-2013, 02:16 AM My host just online
64.191.101.X
Posted by nkawit, 08-16-2013, 02:17 AM
64.191.101.X
Seems as though our servers are coming back slowly.
One thing I've noticed is they have still not connected any KVM, PLAN or remote reboot ports.
Posted by greenreader, 08-16-2013, 02:19 AM
64.191.101.X
Posted by javabb, 08-16-2013, 02:20 AM
Seems as though our servers are coming back slowly.
One thing I've noticed is they have still not connected any KVM, PLAN or remote reboot ports.
Hope they are bringing more up.
Posted by javabb, 08-16-2013, 02:23 AM
14:12:59 up 6 min, 3 users, load average: 2.29, 1.19, 0.53
My first thing is to backup the database and sync it to my PC.
Posted by sweetdreamz, 08-16-2013, 02:29 AM my server is still down for last 72 hrs. I have opened a ticket with them [#WJC-807-49824] but still no reply. They are not over live chat or not even on AIM. What to do now ?
Posted by nkawit, 08-16-2013, 02:37 AM
I also PM'd "BurstNet" the ticket numbers
Posted by nkawit, 08-16-2013, 03:15 AM
this is already being handled via support ticket.
no updates thru WHT PM on this one, due to complexity of issue being more than a reboot.
BURSTNET
Posted by nkawit, 08-16-2013, 03:44 AM
BurstNET has received your request for investigation into this issue.
We are currently working feverishly to attend to any reports of services still affected by the PA data center facility migration of the last week.
Any remaining issues with services not back online are most likely related to hardware issues, network adapters/port problems, or failed power supplies.
BurstNET has been working day and night to resolve any remaining issues, with majority of staff working many overtime hours to assist our client base.
This has been a very heavy workload for our staff with this major facility migration, but it had to get done. Fortunately it is only a one time occurrence, and following such, we can get back to the same reliable and stable service/uptime that BurstNET has provided for many years now.
You will receive a response to your support ticket once your specific issue is resolved, as techs are on the data center floor continuously working to resolve such issues until all issues are completed.
We expect the majority of these issues to be resolved shortly, and thank you for your understanding and continued patience.
Regards,
Shawn A.
Administration
BurstNET
Just got the above
Posted by greenreader, 08-16-2013, 03:48 AM
Posted by nkawit, 08-16-2013, 04:13 AM 36+ hours now
Posted by Servstra-Sales, 08-16-2013, 04:33 AM It's not very often we will pay out on a provider in public but this warrants it.
We have several servers with Burst that some of old customers use and they have been down 30hrs+. Their handling of this has been a disgrace.
For a move that was advertized as "The relocation window is set for 6-8 hours, however, approximately 2-3 hours is a good estimate as to actual downtime" and we have servers that have been down for 30+ hours. This in unacceptable given they were only moving them 3 miles!
It's clear they have tried to move too many servers at once which has overwhelmed them. Simply pathetic planning.
I'm sure they will lose many customers as a result.
Posted by nkawit, 08-16-2013, 06:14 AM
Their handling of this has been a disgrace.
...
Simply pathetic planning.
...
I'm sure they will lose many customers as a result.
Posted by nkawit, 08-16-2013, 06:17 AM has anyone else come up recently?
Posted by nkawit, 08-16-2013, 07:14 AM All our servers have been restored, with exception of PLAN, Remote Reboot and KVM. At least they up now.
Posted by kenop, 08-16-2013, 07:32 AM I got a ticket and PM response at 3am stating mine were going to be checked and on soon.
7:30am so far nothing but my fingers are crossed. But
Posted by greenreader, 08-16-2013, 08:06 AM
Posted by raymor, 08-16-2013, 09:28 AM
The whole point of a VPS is that it isn't =tied to a specific piece of hardware. You can have a hardware fail or move it without taking down the VPS servers, which are portable between physical servers.
The last time I migrated servers to a new data center, VPS customers were entirely unaffected. We'd move the all VPS off a few physical servers, move those to the new datacenter, then migrate the VPS back to that group of physical servers. The VPS would be down for about 30 seconds while the memory synced from the old location to the new.
During the same migration, customers with physical servers were down for about an hour. With burst.net, it's been three days and some of our stuff is still down. Over those three days, they've posted in the ticket THREE TIMES that "the server is booted, but not responding to the network", that "it looks just fine on the console". Now they're saying it doesn't boot at all. I can think of two explanations - either they were clueless three times and were calling a server "just fine" when it won't even boot, or they are being less than honest.
THis isn't the first time. A month ago a server was down, I submitted a reboot ticket. With the other companies we use, reboots are handled in 5-10 minutes.
Burst.net replied 24 HOURS later saying "yep, it's down. Do you want me to reboot it?" Uh, yeah. That's why I submitted a reboot ticket!
Posted by wdwms, 08-16-2013, 10:40 AM We're up and running.. server was booted around 12am EST, but wasn't on the network until about 6am..
Our outage was "blamed" on a bad power supply AND a bad network cable.. find either hard to believe.. 487 days w/out a hitch on the server, now 36 hours of downtime.
Posted by murphyslaw4267, 08-16-2013, 12:16 PM Bad network cables are very rare unless in the move it was snapped or something.
Posted by kenop, 08-16-2013, 12:21 PM Still down. Pretty sure they put all the servers on a truck with the door open, and have been piecing together server parts found on the interstate for days now. That is the only logical explanation for this long of an outage with no explanation.
Posted by devconsultores, 08-16-2013, 12:50 PM 4 days offline, no tickets update, now i want to leave brust, i have 7 dedicated servers paid for whole year, but bursnet have another trick to do more damage to our business, now they doesn't want to refund me the advanced month payments i don't want to use anymore because of theyre terrible support
Posted by scotty_b1, 08-16-2013, 12:50 PM Still down here, not far off 48 hours now.
Beginning to think they have lost a load of servers.
Still zero communication from them too.
Well done Burst, I think you have well and truly ruined your reputation with this one.
Posted by devconsultores, 08-16-2013, 12:53 PM 72 hours offline, no tickets updates, no i want to left burst, i paid a whole year of my servers, and now they doesn't want to refund me the remaining months i paid and i will not use
Posted by lemon09, 08-16-2013, 12:56 PM My server (64.120.x.x) has just came back online after nearly 40 hours of downtime. The server uptime is 36 hours which means the server itself was actually relocated in 4 hours.
Their network infrastructure in the new datacenter was not capable to handle traffic until now.
Posted by benj114, 08-16-2013, 01:02 PM
Posted by NidGT, 08-16-2013, 04:13 PM Our server in the 96.9.176.X range is still down. We've received the standard reply posted everywhere, but does anyone has any information? Is is an issue with server hardware or network access to their new DC? Other people in this IP range affected?
Posted by kenop, 08-16-2013, 04:17 PM The only asset I have left that needs to come up is in the exact same range.
96.9.176.xx
so I'm thinking maybe it's still a routing issue for that one.
Finally got my other box up.
Posted by scotty_b1, 08-16-2013, 06:07 PM Mine has just come back up after 48 hours. Will be moving hosts asap as the lack of any communication makes it an impossible relationship. I couldn't be more pissed off.
Posted by greenreader, 08-16-2013, 08:43 PM My server is still down after 60+ hours.
Posted by auto56489, 08-16-2013, 08:58 PM Our server is in the 66.197.195.X range and is still down for over 2 days now!!
Still no response on submitted tickets.
Does anyone in the 66.197.195.X has his server back on already?
Posted by userctrl, 08-16-2013, 09:29 PM Me.... 240 hours of down time. I had hardware failure a few days before migration (aug 6th) and now because of this problem my issue has gone 10 days without a fix. Thank you Burstnet!
Posted by auto56489, 08-17-2013, 01:01 AM I noticed that there are not that much postings anymore from other users...
Does that mean that many have there server back om again?
Posted by greenreader, 08-17-2013, 02:20 AM My server is till offline.
Posted by dddza, 08-17-2013, 02:26 AM Downtime: 15/08/2013 02:57:10 2d 5h 27m - and counting. Thanks Burst.
Burst are replying to tickets but with HOURS of delays between claiming at first it was a power supply problem and now, that the server is booted but sitting on Windows login screen.
- Server has been rebooted plenty of times in the past but now suddenly it's not responding on network once up?
64.120.168.x range.
- They claim email notification of this was sent, we received nothing.
Posted by fastdns, 08-17-2013, 05:34 AM Guys,
My server came back up after 2 days of downtime migration, but it froze a shortwhile later and has been down since 36 hours now.
This is INSANE!!! Are they telling us that 3 days after this ill fated, ridiculously timed (9am EST weekdays) migration, that they have so many dead servers that they can't even respond to a reboot ticket on a server that has been down for 2 days?
They say their whole staff is working feverishly day and night, but no one can answer the phone, chat or tickets all week ? We are loosing customers right and left and if it is up to me, they will be loosing at least one as well.
I had posted these comments in BurstNet's forums yesterday, and they have deleted it today.
So I see they had time to pull my posts from this thread but no time to reboot my server.
BurstNet Ticket : UFY-334-61105
Regards,
Dhiraj
Posted by bear, 08-17-2013, 07:01 AM
Posted by hostinginsiders, 08-17-2013, 08:45 AM This makes you wonder: Why did they rush the migration like this? Why not take some more time? Sure - operating two datacenters at the same time costs a lot of money. But I am sure the damage to their reputation that this has caused is WAY more expensive for them. Not to mention the lawsuits they are going to have over this.
At least like someone said they could have employed a student for 3 or 4 days to answer tickets or post on message boards. Maybe a 400 Dollar investment which would have helped many people so much.
Posted by dddza, 08-17-2013, 09:05 AM 2d 5h 27m and counting.
Still no reply from them.
I hope EVERYBODY considering Burst as their provider get to read about this and reconsider their dealings.
There is simply NO excuse for the way this has been handled - I do not care one single bit of any excuse.
They claim our Administrator password is not working. What bull.
It's at the stage now where every customer that we had on this box has cancelled. We're next.
Posted by raymor, 08-17-2013, 11:39 AM Here's a quick update for anyone following this, or future readers considering burstnet. Currently four days and counting we've been down. We haven't heard from them for a day and half. On Thursday, they wrote "It looks like there is an issue with the hardware. I am working on the server now. I will let you know what I find."
Our specific questions have been completely ignored. For example, for a couple of days they were saying the server was booted, but not responding on the network. We asked repeatedly "has the network port and cable been tested by ie plugging in a laptop to the same port?" They completely ignored the question.
Posted by sweetdreamz, 08-17-2013, 12:20 PM almost 5 days down time.. Does anybody care ? [#WJC-807-49824]
Posted by Steven, 08-17-2013, 01:04 PM I've been in the industry for a long time, it never ceases to amaze me how horrible migrations are handled in this industry. Hopefully people who are affected will learn that offsite backups are absolutely critical and will set them up so that if an event like this occurs again they can move somewhere else instead of being down for days.
Posted by sweetdreamz, 08-17-2013, 01:17 PM
Posted by bpmee31, 08-17-2013, 01:34 PM Some of my servers are back online, others are not.Called support, line busy or waited more than 1+ hours to get no one.
I've paid a year in advance and been a customer for a few years. Anyway to get my money back on this server? Paypal chargeback?
Burst, My ticket(s) are: ZPI-561-50373 and QDW-868-42318
Posted by Steven, 08-17-2013, 01:40 PM
Anyone looking for offsite backups that are very reliable for future work, needs to go with bqinternet.com.
Posted by bpmee31, 08-17-2013, 01:46 PM
I would love to fire up another box at a better provider, but I literally renewed the server for a year a month ago.
I'm under the impression Burst does NOT refund. Can I charge it back? I hate to do that but this is unacceptable.
Posted by cd/home, 08-17-2013, 02:05 PM
I would love to fire up another box at a better provider, but I literally renewed the server for a year a month ago.
I'm under the impression Burst does NOT refund. Can I charge it back? I hate to do that but this is unacceptable.
Posted by fastdns, 08-17-2013, 02:25 PM I just got my server back again. All my servers are online. I hope they fix everyone's boxes before monday, so that everyone can be at peace !
Posted by ontariodatacenter, 08-17-2013, 05:26 PM Large migrations are painful for datacenters and customers, hope everyone gets back online soon
Posted by FRH Lisa, 08-17-2013, 07:33 PM The server from this move has been back online for several days now. I think this was their last block of moves, but don't quote me on that.
Posted by userctrl, 08-17-2013, 07:51 PM Hopefully. Going on 11 days of down time here. If anyone is watching, Ticket: #YXD-622-38997
Posted by FRH Lisa, 08-17-2013, 08:01 PM If you still have a server down at this point and have not had any communication, try their phones again. They ARE getting through the tickets, one by one.
Posted by userctrl, 08-17-2013, 08:39 PM No answer on their phone. I updated my ticket again. I just don't want to spam it too much and delay the response any further because of too many update requests. They haven't replied to my ticket in 7 days, hopefully they'll get to me soon.
Posted by F-DNS, 08-17-2013, 08:55 PM
Posted by userctrl, 08-17-2013, 08:58 PM My ticket had not been updated in 7 days. This is before the migration issue. I saw others having their tickets answered with migration problems before mine got attention. So i'm not too sure about that.
Posted by hostinginsiders, 08-17-2013, 09:14 PM
Posted by userctrl, 08-17-2013, 09:17 PM I just think they are putting priority on fixing the migration problems before my lil ol problem. Which doesn't help me any but I guess makes sense.
Posted by techjr, 08-17-2013, 10:06 PM I would have thought that maybe they would have migrated a few servers at a time over a course of weeks or months but it seems like they are doing rather large moves, or simply a few people are heavily vocal about it. Updating the ticket certainly brings it back down to the bottom of the list with burst and makes the reply take longer.Quote:
Posted by auto56489, 08-17-2013, 10:33 PM Finally, after almost 72 hours I got my server back on again, but I have quite some problems with a database of one of my sites hosted on this server!
Nightmare is still going on!!!
Posted by BurstNET, 08-18-2013, 01:54 AM Our staff currently are occupied with our data center relocation in PA, and focused on major issues, such as server outages, hardware issues, etc...all minor support issues are taking a back seat until such is resolved. We expect support to resume back to normal/typical response times at some point this week, following the relocation issues all ironed out. This is an abnormal situation, and a once in 20 years event for us, with our new facility migration. Thank you for your patience and understanding...
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Posted by BurstNET, 08-18-2013, 01:55 AM Our staff currently are occupied with our data center relocation in PA, and focused on major issues, such as server outages, hardware issues, etc...all minor support issues are taking a back seat until such is resolved. We expect support to resume back to normal/typical response times at some point this week, following the relocation issues all ironed out. This is an abnormal situation, and a once in 20 years event for us, with our new facility migration. Thank you for your patience and understanding...
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Posted by userctrl, 08-18-2013, 02:39 AM
Posted by wswd, 08-18-2013, 04:47 AM
Posted by bear, 08-18-2013, 06:01 AM
).
Posted by dddza, 08-18-2013, 07:14 AM Downtime: 3d 10h 40m and counting.
Just as much as we've lost every client on this box - I hope burst pays for it by losing most of their clients who have suffered from this outage and that new customers stay far away.
We have two tickets open regarding this and have replied instantly each time. They still continue to say that the Administrator password does not work yet we prior to the migration have always been logged into the machine from multiple locations.
I hope this bursts their arrogant bubble.
I never wish bad upon anybody/company but with this pathetic planning and unnecessary occurrence, I am now all out of patience and kindness.
Posted by BurstNET, 08-18-2013, 10:14 AM
?
That makes no sense.
We specifically stated servers being down take precedence over all support issues, not the opposite.
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Posted by wswd, 08-18-2013, 10:34 AM
That makes no sense.
We specifically stated servers being down take precedence over all support issues, not the opposite.
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The guy was trying to figure out why his server is down for 4 days, and you replied with the canned response instead of trying to help him. I agree. I'd say it should take precedence as well...but it has been 4 days.
Posted by padhu, 08-18-2013, 12:12 PM My server,scheduled for migration on 12th august is still offline.
My Ticket IDZE-702-26422
Posted by Serverbros, 08-18-2013, 12:37 PM Hopefully this all gets sorted soon - Burst are usually pretty good so I have faith in them getting it sorted.
Posted by cd/home, 08-18-2013, 12:40 PM
Posted by Serverbros, 08-18-2013, 12:47 PM Just out of curiosity how long is the migrations scheduled to last?
Posted by cd/home, 08-18-2013, 01:04 PM
Posted by b3d1, 08-18-2013, 01:28 PM My server went down for approx. 8 hrs. overnight Wed-Thurs. I put a ticket in and then updated ticket that it was ok when back up. I got a reply to ticket on Friday saying they were working on it? I asked if it went down because of relocation but never got an answer. My server has been down again today for approx. 2 hrs. now. I put in a ticket and I am currently on hold with support. I have been #1 in the queue for over an hour! There is nothing worst than no communication.
Posted by BurstNET, 08-18-2013, 01:40 PM
For some reason he does seem to get that, and thinks otherwise.
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Posted by andrew3d, 08-18-2013, 03:21 PM Being down 4 hours is unacceptable. 4 days is catastrophic. If you can't migrate without no or very little downtime for reasons other than acts of God, doesn't this shout incompetent?
Posted by auto56489, 08-18-2013, 04:52 PM
Hopefully all will be resolved by next week.
Posted by vWiz, 08-18-2013, 05:18 PM burst.net being one of the biggest and oldest, wouldn't suspect theyre dead. from their replies, looks like everyone is busy getting the migration handled.
Posted by David_Kiofly, 08-18-2013, 10:21 PM I was forced to move my sites because of the downtime.. but honestly I don't think burst is a bad company. Clearly the migration didn't go great but I would consider them again in the future. Prior to the migration they provided good service so I hope they can get back to that.
Posted by BurstNET, 08-18-2013, 10:33 PM
At the prices you pay for service, it is not possible for us in such a circumstance to resolve matters any faster.
We have limited staff, as that is all the revenue our client base provides for.
We worked day and night to get all servers with issues after the migration back online.
This relocation was an absolute necessity for us following the opening of the new facility, as we were six months behind schedule on that.
We're not happy so many issues with physical servers occurred, and it was unexpected, but we did the best we could considering the situation on our end.
Fortunately, this is a once in 20 years relocation process, and service will resume back to normal following such shortly.
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Posted by userctrl, 08-18-2013, 11:03 PM
If 4 days is catastrophic, what would you consider going on 13 days of down time to be? My site has a 33k member base. I set up a splash page on another host letting them know the reason the site is down. I won't abandon Burstnet just yet because I think they can get it together and take care of me in the end. We'll see.
Posted by Crothers, 08-18-2013, 11:12 PM
For some reason he does seem to get that, and thinks otherwise.
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http://blog.hostgator.com/2013/08/15/keep-it-classy-how-to...
Posted by BurstNET, 08-18-2013, 11:15 PM
PM me your ticket ID, so I can check into this for you.
If you have something down 13 days, I highly doubt it is migration related.
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Posted by padhu, 08-18-2013, 11:26 PM @BurstNET,
can you look at this ticket #SZE-702-26422 and reply with the current status?Client is getting frustrated....
Posted by userctrl, 08-19-2013, 12:16 AM
If you have something down 13 days, I highly doubt it is migration related.
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Posted by BurstNET, 08-19-2013, 03:05 AM
can you look at this ticket #SZE-702-26422 and reply with the current status?Client is getting frustrated....
We are aware of this one, and it is currently being worked on.
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Posted by dddza, 08-19-2013, 03:06 AM After 3d 16h 37m of downtime, our only server at burst is back up and running. We most certainly won't be continuing with their service.
Their snotty email "We are a budget hosting company, and that means we have to cut costs wherever we can..." is also enough to stay far away from them... what's next, switching the network off over weekends to cut costs or something?
Posted by BurstNET, 08-19-2013, 03:11 AM
Their snotty email "We are a budget hosting company, and that means we have to cut costs wherever we can..." is also enough to stay far away from them... what's next, switching the network off over weekends to cut costs or something?
That was a perfectly explanatory email, not "snotty" whatsoever.
You asked for an explanation, and you received an honest one, regardless if you like the answer or not.
If you want superior service, you need to pay for it.
Our service has been rock solid for years now, and a once in 20 year occurrence of relocating our main data center, will not change that moving forward. It needed to be done in order to continue providing our client base with reliable and affordable service, and so it was. The issues that popped up during the migration that caused lengthy service outages for some clientele
were not predictable, not planned to occur in such a manner, and were unfortunate, but was a one and done thing, and service will be returning back to our regularly reliable and heck of a deal for the price levels moving forward this week.
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Posted by dddza, 08-19-2013, 03:36 AM
You asked for an explanation, and you received an honest one, regardless if you like the answer or not.
If you want superior service, you need to pay for it.
Our service has been rock solid for years now, and a once in 20 year occurrence of relocating our main data center, will not change that moving forward. It needed to be done in order to continue providing our client base with reliable and affordable service, and so it was. The issues that popped up during the migration that caused lengthy service outages for some clientele
were not predictable, not planned to occur in such a manner, and were unfortunate, but was a one and done thing, and service will be returning back to our regularly reliable and heck of a deal for the price levels moving forward this week.
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"If you want superior service, you need to pay for it." - oh really? No problem, I'll gladly pay another company.
Posted by BurstNET, 08-19-2013, 03:49 AM
"If you want superior service, you need to pay for it." - oh really? No problem, I'll gladly pay another company.
Expect to pay 2-3 times the price we charge to get the service levels you are apparently looking for then.
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Posted by userctrl, 08-19-2013, 04:03 AM
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fellas , fellas, neutral corners........ so what's up with my ticket? #YXD-622-38997 ....
Posted by ukitconsultant, 08-19-2013, 06:38 AM Okay, so this is my experience so far.
I originally signed up to Burst.net on the 3rd July 2013, at 13:28 GMT *1. It took some 48 hours to get the VPS information from their customer services team, despite the VPS being marked as active and running via their own customer interface (the one you login to via their website, which uses Kayako Fusion Help Desk Software).
Once I had finally gained the information I needed in order to get onto the SolusVM client control panel, the VPS was indeed switched off, after ticket FVP-692-92331 confirmed that the node had been switched on and was working as intended. After I manually booted up the VPS node, it was not correctly licensed, and as a result, I created ticket LOP-865-30950, asking for the VPS to be correctly licensed and sorted out so that it would actually get to the point where I could use the VPS node.
I should state that I was informed in ticket FVP-692-92331 that the VPS node would have to be created manually as I had requested Microsoft Windows Server 2003 Standard Edition (x86_32bit), something which I thought was unusual, but not necessarily unexpected, as 2003 was a pretty old OS now, and probably not requested by that many people, and unlikely to have been in use by that many people overall now (As I would imagine that they would have upgraded, how true this is, remains to be seen).
After waiting for a response, (It is now the 7th July, 2013), I was finally informed that the VPS node was finally available for me to use, and to their credit the person who I had been dealing with, had amended my billing date to match the 7th, as the VPS node had been unusable before this time. So at this point I was left quite happy.
I setup the VPS node to the configuration I needed. It was quite a simple setup, and one that probably would have been less resource intensive and cheaper for me if I had done it using CentOS or another Linux distro, but I had always done it using Windows Server 2003, and I didn't really want to change something that had always worked in the past.
The server was configured as a closed SMTP relay server and a VPN server. (to forward emails on a variety of domains (around 150 in total) from an the server to an internal network, which it does via a VPN, again hosted by the VPS node.) The VPN server was configured to only accept a maximum of 5 PPTP connections at once, and in reality I only expected one connection to be established at a time, as only the relevant exchange edge server to be connected to the VPN network, and then have all of the emails fed through it. Not a complex setup by any extent, and once it was up and running, no problems at all with it running at all.
On the 9th July, 2013 I finally changed the DNS records and the new server came into action, it started working like a breeze. However on the 3rd/4th August 2013, nearly a month to the day, at around midnight, the VPN suddenly went down. I received an email notification to my cell phone, and logged into the network from home to check. Indeed it couldn't connect to the VPN.
After logging into the SolusVM client control panel, I found the VPS node was offline. After checking the statistics, I found that indeed the VPS node has indeed gone down at midnight. After spending the next 4 hours making sure that the backup solution had kicked in properly, which thankfully it did, I opened a ticket (GGH-382-54508) and asked why the VPS node wasn't responding to boot requests or when you had managed to get it show as offline, the VNC showed the node as starting to boot up, getting to the login screen, and then powering off. No shutdown sequence, nothing. Not being able to access the logs for the server, I couldn't see if there was a problem, but to be honest, as I hadn't seen a blue screen, nor had I seen anything else to indicate a problem with the node itself, I could only assume that host server was having a problem.
I received a response to my ticket on the 7th August, 2013. It didn't really give me an answer as to what had caused the problem, just that the host server required an "emergency reboot". However as the server was clearly not performing correctly, they said that they would look into the problem and get back to me. Less than 10 minutes later, the VPS node was back online, and the VPN could successfully connect again. I didn't receive an update to say that the VPS node was working again, but the ticket was closed around 2 minutes after the node came back online.
Then at around midnight last night (18th/19th August, 2013), the exact same thing seems to have happened. I have opened yet another ticket (CWG-464-53346) and have yet to receive a response.
I'm now actively looking for another server 2003 provider, and whilst I do understand their point, of providing my a vps node with 512mb of ram, 50gb of space, and 1000gb of bandwidth for $12.50 a month is a good deal, it's not really bottom end for a server 2003 vps node, and frankly, no matter what the price I am paying, I still expect the vps node to work consistently, and not experience what appears to be the same problem twice in a little under a week. Hopefully it won't take 72 hours and someone clearly clicking on something they had forgotten to do when they did an emergency reboot?
Also, I've received absolutely no mention of a server migration or move, so whilst I assume that it is all linked to the server move, and as a result I've posted it as a response to this thread, it may well just be the general quality of the experience received by customers of BurstNET.
In either case, I'm looking for one VPS node running server 2003 x86 with either 1GB or 512MB of RAM, around 20GB of hard drive space, and around 100gb of data transfer. It really can be that small, and still be within what it's used for. The budget is around $20 per month, ideally $10 to $15 per month if at all possible.
Reference Notes:
*1 :: I'm using GMT as this seems to be the timezone which BurstNET use across all of their servers, normally this is only done to hide the real timezone which the servers are operating in, which seems to be backed up by a TraceRoute, which doesn't seem to match the declared location of the data centre via their website (BurstNET is currently declaring their data centres are in (2x) Scranton in PA, (1x) Los Angeles in CA, (1x) Dallas in TX, (1x) Miami in FL, (1x) Chicago in IL, and (1x) Manchester in the UK. (My VPS Node is apparently located inside the data centre in Dallas, TX, however, this is not the case.
However when you do a trace route to the SolasVM client interface IP address supplied by BurstNET for access to their system and in order to control the VPS Node (184.xxx.xxx.xxx), it can clearly be traced back to none of those locations, and does in fact go to Newark, NJ instead. Is this one of the locations of the data centres that the servers are being moved to and we have yet to be told about? Even if this is a simple oversight by BurstNET, it does explain why the timezones have all been set to GMT, as it hides the real location of the server being utilised. As was my original point.
Posted by Violent Injection, 08-19-2013, 06:49 AM
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Posted by lucasjr76, 08-19-2013, 08:11 AM 5 servers, down for now 72 HOURS.
i would like to thank you!
THANK YOU VERY MUCH, for the terrible JOB!
YOUR Attention to SLA, customer respect, is wonderful, my client is very HAPPY (not) with your service.
THANK YOU!
THANK YOU VERY MUCH!
Posted by raymor, 08-19-2013, 11:05 AM
Their network infrastructure in the new datacenter was not capable to handle traffic until now.
I'm filling out the paperwork to get a rack in another data center. I'll have some extra room in the rack if anyone wants to get away from burst and share some rack space.
Posted by kaczynski, 08-19-2013, 11:59 AM My server has been up after the move, but the NODE appears to be out of space. I'm using ~20gb out of 50gb allocated and I'm getting error message saying quota exceeded. I think they must have over-allocated hard drive? Anyone else on the same boat? Created ticket few days ago and no response. This is stalling my server.
Posted by fastdns, 08-19-2013, 01:43 PM This is appalling customer service, to leave us hanging all day, still not answering tickets, still not answering your phone, while our customers websites are down and they are calling us non-stop, after the ridiculous mess you put us in all last week!!!
UNFORGIVABLE!
I am a new member, so cannot PM burst. If any of the BurstNet staff is reading this, my ticket is : YNG-918-18514
Posted by incitonetworks, 08-19-2013, 02:08 PM I have lost patience with them so will be moving all services from them asap.
In case any one else feels the same, just go to my products page on service.burst.net click view details next to the product that you want to cancel and cancel at the end of your current billing period there.
I have been in IT for over 20 years and am sympathetic to migrations of this nature, but not have any communications with your clients, not make any gesture to compensate clients for messing up and not even provide a realistic ETA to fix issues is plain rude and unacceptable.
Anyone found any good deals elsewhere please get in touch. Maybe if we all leave same time we can place a group order with a new provider and get a good deal. PM me people.
Posted by BurstNET, 08-19-2013, 02:52 PM
Not the case once you get to be our size.
the companies you mention will be hard pressed to maintain such service levels once they get to our size, and the game changes on requirements for internal infrastructure, and all kins of other operational matters.
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Posted by BurstNET, 08-19-2013, 02:53 PM
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Posted by BurstNET, 08-19-2013, 02:57 PM
UNFORGIVABLE!
I am a new member, so cannot PM burst. If any of the BurstNet staff is reading this, my ticket is : YNG-918-18514
Your ticket is current in our system, and is being worked out, as well as any other client reporting outage issues. It appears the ticket is not even related to the migration at all. This ticket is not nearly as old a some still in the system with hardware related issues, and will be answer as quickly as our staff can handle the matter for you. We thank you for your patience and understanding.
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Posted by scotty_b1, 08-19-2013, 03:26 PM The pathetic arrogant tone of your posts has convinced me to move on. The 2 day down time with zero communication or apology was bad enough but you just have no idea when to shut up and accept you have dropped a massive bollock.
Posted by incitonetworks, 08-19-2013, 03:27 PM
Posted by mustardman, 08-19-2013, 03:35 PM If you pay them peanuts you get monkeys. Not saying that is the root cause but they are a budget provider so...
Posted by raymor, 08-19-2013, 03:40 PM BurstNet, you are digging yourself deeper with each of your replies here with excuses and "any other company that doesn't suck just as bad costs twice as much". The correct response is "we seriously dropped the ball BIG TIME and will make it up to you."
As an example - you said the problems you had with the migration couldn't be predicted, and that you have a small staff. Had you been 1% responsible and moved ONE new rack over first as a test, you'd probably have discovered the really big problems without taking everyone down. Computers are NOT unpredictable - if you do A, they do B, every time.
You're cheap and have a staff way too small to handle the migration? Okay, so when a veteran admin with strong, publicly known credentials offers to help, you TAKE THE HELP. You know you need the help, you're severely understaffed for the job, and when a known name offers to assist you ignore him. There goes your excuse. For example, we are company of three people. On the night of Y2K, we had eight people ready to answer phones. That's what you do when you go into a big project that is too big for you to handle effectively, you bring in extra help for a day, two days, or a month, whatever is needed to get the job done. Several hosting companies have called me in when needed.
Let me repeat for you, since you seem to be a little dense:
The correct reply for you to post is "Yes, we messed this up badly, by failing to test ahead of time and in other ways. We are working diligently to resolve the situation. Once it's resolved, we'll be taking a hard look at what lessons we need to learn to make sure this never happens again. We would also like to try to make up for the problems we've caused and we'll be in touch shortly in that regard. For the moment, we can most definitely start making it up to you by ______".
It doesn't actually matter to me how you handle it. I've got a contract here for 42U of rackspace at a nice datacenter. We'll be pulling the six or so servers we have with you to this new DC space and managing them ourselves, and we'll have plenty of room to add another 30 servers or so without needing your services again. I'm just trying to help you see how you need to handle this. Four or five days of downtime is BAD. Stupid excuses and a snooty attitude is arguably worse.
Posted by Onra Host, 08-19-2013, 04:20 PM We have a few servers over at Burst.Net and have a minor issue with a MAJOR PROBLEM.
On 17 August 2013 05:00 AM we submitted a ticket for a rDNS change on two IP's. Yes, just a simple rDNS change! At 08:30 PM, 17 August 2013 about 15 hours later we still had no response so I actually opened another ticket.
Now this is where it gets CRAZY! About two hours later they ACTUALLY MERGED my two tickets together. I thought at this point I thought they saw the ticket and went to a computer to change the rDNS on the IP's......boy was I wrong!
It is now 19 August 2013 04:19 PM and I still have not had a response back. The fact alone that they actually took the time to merge my tickets and not even respond is mind boggling. I am in complete disarray on this subject.
Posted by UKDirectHost, 08-19-2013, 04:32 PM I can't believe this farce is still on-going. Ridiculous.
Typical mentality, "We are bigger than anyone else and we don't care" attitude.
Posted by BurstNET, 08-19-2013, 04:43 PM
You are making incorrect assumptions, with no knowledge of actual facts or schedule of events.
FACT: We relocated 50% of our client base in PA within the weeks prior to this last relocation batch, all of which went extremely smoothly with minimal issues. It was only this last batch of older servers that had major issues, and it was not due to lack of planning on our part.
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Posted by BurstNET, 08-19-2013, 04:48 PM
Typical mentality, "We are bigger than anyone else and we don't care" attitude.
Not where were you get that we don't care.
Most of us have worked day and night for the last week working thru client issues for them, with only a few hours of sleep as needed, including our management team (who were themselves on the floor doing what they could in assisting the techs...).
Most outage issues are resolved at this point.
There are maybe a couple dozen servers with major hardware issues that we have hours of work on each one to get them back online yet underway.
Alot of the current complaints are not from servers being own any longer, but rather from new order fulfillment delays, and less important technical support issues delay (such as rDNS entries, etc..). We had to prioritize what our staffed worked on, and that meant servers being down get first attention over anything else.
Service will resume back to normal over the course of the week here, as we work to get caught up with all pending tickets and orders.
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Posted by BurstNET, 08-19-2013, 04:53 PM
I'm sorry you feel that way, but our staff was busy fixing issues for clients, rather than blowing smoke wasting time talking about the issue. resolving issues is far more important as far as we are concerned, then listening to someone scream at us on the phone for an hour accomplishing nothing.
We have provided phenomenal service for many years now, with minimal to no major issues occurring for our client base. Yes, the situation sucks that there were such issues with the migration...but once again, it was a once in 20 years event, and
is over and done with at this point. We'll get back to providing our usual rock solid service at extremely low pricing following this relocation event, and most of our client base that we have spoken to have been very understanding of that. No one is happy that this relocation batch did not go so smoothly, neither our clientele affected nor us, but it is what it is, and it is over and done with at this point. Everyone will be much happier moving forward being in the new facility, and it will allow us to continue to offer excellent deals and service as we did prior for many many years to come.
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Posted by BurstNET, 08-19-2013, 04:58 PM
On 17 August 2013 05:00 AM we submitted a ticket for a rDNS change on two IP's. Yes, just a simple rDNS change! At 08:30 PM, 17 August 2013 about 15 hours later we still had no response so I actually opened another ticket.
Now this is where it gets CRAZY! About two hours later they ACTUALLY MERGED my two tickets together. I thought at this point I thought they saw the ticket and went to a computer to change the rDNS on the IP's......boy was I wrong!
It is now 19 August 2013 04:19 PM and I still have not had a response back. The fact alone that they actually took the time to merge my tickets and not even respond is mind boggling. I am in complete disarray on this subject.
You opened multiple tickets on the same issue, thus further clogging up our ticket system, and causing further delays. We went thru and merged all issues with multiple tickets open in our system, so we can reduce the overall ticket clutter, and best work thru them faster.
rDNS is a minor issue, and taking a back seat to any service outage related issues. Issues like such, will be resolved over the course of the week here, as we work thru getting caught up on the support backlog following the migration. We understand your complaint, however, you need to understand services being down are far more important than simple rDNS issues. Imagine the shoes were reversed, and you had to wait for a server to be rebooted/repaired because a client wanted a rDNS setting updated...
Your issue will be attended to, as soon as we are able to do so. Thank you for your patience and understanding in this matter.
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Posted by Onra Host, 08-19-2013, 05:39 PM
rDNS is a minor issue, and taking a back seat to any service outage related issues. Issues like such, will be resolved over the course of the week here, as we work thru getting caught up on the support backlog following the migration. We understand your complaint, however, you need to understand services being down are far more important than simple rDNS issues. Imagine the shoes were reversed, and you had to wait for a server to be rebooted/repaired because a client wanted a rDNS setting updated...
Your issue will be attended to, as soon as we are able to do so. Thank you for your patience and understanding in this matter.
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First, You took the time to merge without a response.
Second, I shouldn't have to come on here to find out why.
Third, its no like im asking to figure out a PHP problem, its a rDNS that literally takes 30 seconds.
Fourth, It has now been over 3 days.
FIFTH and and MOST IMPORTANT, it has now turned in a MAJOR issue. I have been getting bounce backs on ALL emails to Hotmail, Gmail, and Yahoo on this server now for the over 300 domains on the server. Why? All because 60 seconds of time couldn't be spared to create a simple rDNS change.
The fact is, a minor issue of a days wait was ok for me. Now I have been waiting three days, which is horrible and havent even had a response. Your team took more time of finding out that I had two tickets open and then to merge them, then it would of took to just add the change.
Furthermore, I had understanding and patience for the first 72 HOURS. Now, my understanding and frustration has took a turn for the worse...and I am left scratching my head.
Again to clarify for you, I would understand completely if I had a PHP problem, file problem, Apache problem, ect. THen yes, I would say get the servers back on first, those people defiantly deserve the upmost attention. However, for a rDNS change, its quite simple ridiculous in all honesty.
Posted by Tcalp, 08-19-2013, 07:38 PM Just my two cents on this whole debacle...
While I can appreciate to some degree that BurstNET is a budget provider and doesn't have a large staff compared to some providers and equally that a DC migration is an extreme workload. There had to be a point in this mess where you guys realized that you guys were out of your depth in dealing with the number of issues at hand.
I can only assume that at least some of your clients (or partners etc) are large enough that you could have/should have looked to bring in extra hands from external sources to help resolve issues at a faster pace.
Posted by DMEHosting, 08-19-2013, 08:04 PM Migrations are never fun, everyone needs to realize this isn't something that will likely happen within the next 10 years...It may have been rough for some, but it's for the better.
Posted by BurstNET, 08-19-2013, 08:48 PM
Regardless, all pending rDNS entries tickets that we are aware of, should be resolved/responded to as of this time.
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Posted by BurstNET, 08-19-2013, 08:51 PM
While I can appreciate to some degree that BurstNET is a budget provider and doesn't have a large staff compared to some providers and equally that a DC migration is an extreme workload. There had to be a point in this mess where you guys realized that you guys were out of your depth in dealing with the number of issues at hand.
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Posted by BurstNET, 08-19-2013, 08:53 PM
Exactly, thanks you for understanding.
This is a one and done situation in PA, and although troublesome while underway, it will behind us before you know it, and then we can get back to rock solid service provided prior to the relocation process.
PS - I highly doubt the PA facility will ever relocate again, as the new building/location it is in now, is suitable for any size operation/growth/infrastructure.
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Posted by hostinginsiders, 08-19-2013, 08:56 PM There are pictures of desktop computers being used in the BurstNET datacenter as web servers. This would explain the relatively large amount of hard disk issues because that is hardware not intended for use in a datacenter environment.
I also think that there is no point in getting emotional when you deal with customers on a message board. A large corporation like Coca Cola or IBM would never argue with customers on the internet. They have trained professionals that will ALWAYS stay cool. No matter what. You need to think goal oriented. Post messages on message boards that will represent your business positively. If you become emotional it may feel good for 10 minutes but if you stay cool and that increases your sales and you get tons of cash that will feel way better than 10 minutes of "Ha ha I have taught that fool a lesson".
All in all BurstNet really are amazingly cheap and for the money they take you really can't complain too much. This migration has been messed up but apart from that and the desktop PCs that are being used as servers (which I am not sure if they are still doing that) the value for money is reasonable.
Posted by cd/home, 08-19-2013, 09:03 PM
Posted by hostinginsiders, 08-19-2013, 09:12 PM
Also backup servers can't be compared. They have way less I/O than a production machine.
Posted by cd/home, 08-19-2013, 09:22 PM
Also backup servers can't be compared. They have way less I/O than a production machine.
Posted by fifilein, 08-19-2013, 09:56 PM
Maybe my server wasn't even transferred (what do I know) but my server is down since today morning, strange coincident.
Posted by wswd, 08-19-2013, 10:08 PM
Maybe my server wasn't even transferred (what do I know) but my server is down since today morning, strange coincident.
Same here. Have a VPS down for over 12 hours. Not a single email that it was even going to be moved. Support ticket has been unanswered for basically the same amount of time.
Posted by ukitconsultant, 08-19-2013, 10:12 PM <<Removed>>
As I said, it is still quite amazing that instead of dealing with the real issues here, you are choosing to make petty attacks on pieces of information with something based entirely on here-say, and attempting to give the impression that an organisation such as inc.com would ever deliberately and maliciously devalue their brand by encouraging low ranking "members" to publicise for life the score they received in 2004. Yet the 4 tickets which have yet to receive any sort of satisfactory response, still go unanswered, and I, apparently like many other people, remain left with a service which is switched off at a configuration level, leaving people who use a single vps with absolutely no response, and no way of finding out what is going on.
I feel I should also point out, there is no service update board, or area of any description, which given that Burst.NET claim to be such a large company, it seems to be failing to keep up with something that has been an industry standard practice for many many years now.
What a shame that I am now in the process of setting up another VPS node on another provider, after having a meeting about the absolutely appalling service received by BurstNET Technologies Inc over the past 2 months, in which time, a total of 5 days downtime has been experienced, and that doesn't include from midnight on the 19th/20th August, 2013.
Somehow I don't think I'll ever get a response to any of the 4 tickets which Burst have had, especially given that two tickets were closed without any communication whatsoever, despite repeatedly asking for updated by myself and several of my colleagues under the same ticket.
It just seems a shame that a company which was apparently an absolutely amazing firm a few years ago, has gone downhill so much that now it is unable to provide a consistent service at the prices they have set. I mean come on... 5 days downtime out of 63 days, not including the last 2 hours and what will no doubt be way beyond this before the server is up and running again.
This combined with absolutely no notification whatsoever, of any migration, again something which only became apparent when looking on this forum, something which no business that had any sense of self worth would ever do. Why leave a public forum for people to keep themselves open, rather than dealing with these types of issues in your own forum, where you have the ability to control the direction of the conversation and keep it in a positive direction, rather than what can only be described as this blood bath.
What a shame, we came to you guys on a recommendation, and we found out yesterday that last month, the people who recommended us to you, moved their 25 dedi and 18 vps nodes away from you guys because of the deterioration in both customer services and uptime.
As I said, what a shame...
Posted by BurstNET, 08-19-2013, 11:00 PM
All VPS nodes were migrated weeks ago.
You are probably having issues with the specific node you are on only and we are always aware of those, and working to correct the matter, as it affects ALOT of clients all at once.
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Posted by BurstNET, 08-19-2013, 11:05 PM
BurstNET has not utilized desktop cases in newer setups for many years now...everything is in rackmount cases in the new PA facility (or being converted to such over time) and all other facilities never had desktop cases to begin with).
The only exceptions to this are some older legacy systems, and some higher end system which didn't fit in rackmount cases in stock at the time (those actually use server-grade power supplies replacements though.). Eventually all tower cases will be phased out over time, as rackmount cases have come down in price over the years. I do agree those systems have higher failure rates but not because of the case, more so because they are the oldest systems in production currently like P4/PD systems, and hardware quality/reliability has gotten much better over recent years with newer generation stuff.
NOTE: The entire budget hosting industry was based on desktop cases back in the day, that was the norm back then. Check our pictures from Rackshack, Serverbeach, etc...back in the day.
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Posted by BurstNET, 08-19-2013, 11:12 PM
I'll just point out a few incorrect statements you made:
1. Notification was sent out to ALL clientele with service being relocated, both Dedicated and VPS clientele during August, when such was occurring. Check your email filters, as 90% of the time that is the cause. You can verify emails sent typically in your billing/ordering system email log, unless it was sent enmasse to our entire mailing list, which was not the case for these specific are relocation emails that went out.
2. If you open multiple tickets on the same subject, they extras WILL get deleted or merged, as they clutter up the system and delay us doing our jobs. That doe snot mean we are ignoring you, or not planning on responding to the merged or remaining open ticket.
I understand you are having issues, and that you want to vent about it on a public forum, but please have all the facts before you and be accurate in the information posted if you are going to make sure comments against a firm.
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Posted by Violent Injection, 08-19-2013, 11:15 PM I have a question, I use alot of hosting and I have never had their mail go to spam besides when I used you guys. How come yours does?
Posted by BurstNET, 08-19-2013, 11:17 PM
Also backup servers can't be compared. They have way less I/O than a production machine.
45% more means all the difference in service quality.
If you pay us 45% more, we'll give you higher end server hardware as well, including enterprise grade hard drives.
We do the best we can, providing the best service levels we can, for what our client base pays us. Our client base typically does not wan to pay 45% more, and usually understands that we must cut corners somewhere to be able to provide service levels at the pricing that we do. Typically we do a good job at that, but that doesn't mean there won't be an issue from time to time popping up.
We can't be expected to have 3x as many staff members we do if clients are not willing to pay for them, etc...just as we cannot be expected to provide the same hardware quality as providers charging much more than we do. Overall for years now, most of hardware, and service for that matter, has been pretty rock solid. If not for relocating this facility, I don't recall the last major issue affecting large amount of clients at one time...it was a long time ago at this point.
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Posted by BurstNET, 08-19-2013, 11:19 PM
We get alot of abusive users, especially on our cheap VPS and Dedicated Server products.
They often violate out AUP/TOS, and cause IP blacklistings, before we can boot them off and clean up their mess.
This is typical for larger budget hosting networks.
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Posted by Violent Injection, 08-19-2013, 11:20 PM
If you pay us 45% more, we'll give you higher end server hardware as well, including enterprise grade hard drives.
We do the best we can, providing the best service levels we can, for what our client base pays us. Our client base typically does not wan to pay 45% more, and usually understands that we must cut corners somewhere to be able to provide service levels at the pricing that we do. Typically we do a good job at that, but that doesn't mean there won't be an issue from time to time popping up.
We can't be expected to have 3x as many staff members we do if clients are not willing to pay for them, etc...just as we cannot be expected to provide the same hardware quality as providers charging much more than we do. Overall for years now, most of hardware, and service for that matter, has been pretty rock solid. If not for relocating this facility, I don't recall the last major issue affecting large amount of clients at one time...it was a long time ago at this point.
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Posted by BurstNET, 08-19-2013, 11:22 PM
Odd you signed up just now to make just this posting.
I am wondering if there is more to your story than you are telling, or if it eve legit.
FYI, we have not lost any large Dedicated Server clientele like you have mentioned, in any recent times...unless we kicked them off for AUP/TOS violations or non-payment.
Alternatively, give me a ticket number, so I can follow up on that for you, see what your claim really is all about.
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Posted by BurstNET, 08-19-2013, 11:29 PM
You can talk all you want without any data or evidence backing it up, and it is nothing more than one person's opinion.
I can quick random nonsensical numbers out of my head too.
Feel free to recommend them all you want, but your comparison details of such are complete nonsense.
Regardless, smaller companies have it alot easier providing such service levels as I explained earlier...let's see them do it at the size we are at and still maintain the same pricing and service levels. This is proven all the time, with providers coming and going a few months later, when they realize they cannot continue operations at these price levels. Only a few make it forward, and then have the ability to take it to the next level beyond that. We have been in business 23+ years...obviously we know what we are doing, contrary to your opinion.
PS - Nothing bad to say about reliablesite.net here, I know nothing about them other than a quick glance at their website, so this is not directed to/about them in particular.
Posted by BurstNET, 08-19-2013, 11:34 PM
Maybe my server wasn't even transferred (what do I know) but my server is down since today morning, strange coincident.
Please PM us your ticket #, so we can check.
Not may service left offline currently, so let's make sure yours is on our radar.
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Posted by BurstNET, 08-19-2013, 11:40 PM
This will blow over soon enough.
Typical WHT crowd that wants to flip out every chance they get, especially at one of the biggest targets they can get around here.
Same Old Same Old on WHT...nothing changes there.
Post count just gets a bit higher, as we now have 30,000 or so VPS clientele paying $5/month, and they think that grants them instant phone support and a dedicated technician for their sole usage 24/7/365, but still the same around here.
Most of our long time clients know better, and realize it is just a hiccup, and return of good service is just around the corner, if not better than prior even with the new shiny facility.
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Posted by wswd, 08-19-2013, 11:49 PM
All VPS nodes were migrated weeks ago.
You are probably having issues with the specific node you are on only and we are always aware of those, and working to correct the matter, as it affects ALOT of clients all at once.
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Posted by BurstNET, 08-20-2013, 12:02 AM
We are heavily backlogged with support tickets right now, but making headway every hour that goes buy in getting caught up now.
It's possible your ticket is in the wrong dept, or just deemed less imperative than some of the major issues being worked on right now (we still have a couple dozen servers with major hardware issues following migration which take precedence over most other issues).
Send ticket #, and let me see what status is for you...
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Posted by wswd, 08-20-2013, 12:09 AM I completely understand. Trust me, I'm not going to bust your chops over some trivial nonsense. If it's a node outage though, I'm just looking for some sort of information to pass on to my client, who relies on this. I understand it's a $6 VPS. I don't expect the world. I'd be happy with a "We're aware of XXX and are working on it." I just need to know that something has actually been happening over this time.
Ticket #ZWK-472-89221
Thanks!
Posted by incitonetworks, 08-20-2013, 12:24 AM I am not sure this persons statements are completely incorrect as I opened a ticket August 13th, It was last updated on August 16th with a promise to fix by the next day which was not kept. No duplicate tickets raised by me that needed to be merged. I even PM you on here as requested on here with ticket numbers but my ticket was CLOSED last night with no update and no resolution to the problem my ticket was about. I re-opened the ticket and tried to post a comment on for update and it won't let me do it.
Facts speak for themselves your communications with your clients is awful. As a professional You should accept responsibility for the service you are providing and if things don't go right then you need to compensate your client. Your expansion should not be at the demise or at the expense of your clients.
You may try to justify your lack of service by saying you are budget provider, but you have a responsibility to provide a service as people are paying you something. You clearly are not and don't care about any of your clients as otherwise there would be greater attempt to just spend a few seconds to communicate via your own ticket system with your clients even making token gestures that you care.
Unfortunately companies like burst.net will have their good days and bad days, but in the end they will only realize what customer services should really be like when they have lost good customers or someone teaches them a lesson via a lawsuit. All I can say is he who cares wins. Burst does not.
I for one will show my disgust in their arrogance by leaving them, service cancelled ... new server with new provider ordered (better spec, better price , better service and reputation) and I urge everyone else affected by their arrogance to do the same instead of wasting any more time on here as they don't care and their comments on here are to improve their reputation for prospective new clients. If they cared about existing customers and retaining their business and custom they would spend more time responding to actual tickets than on here :-) Funny that.Quote:
1. Notification was sent out to ALL clientele with service being relocated, both Dedicated and VPS clientele during August, when such was occurring. Check your email filters, as 90% of the time that is the cause. You can verify emails sent typically in your billing/ordering system email log, unless it was sent enmasse to our entire mailing list, which was not the case for these specific are relocation emails that went out.
2. If you open multiple tickets on the same subject, they extras WILL get deleted or merged, as they clutter up the system and delay us doing our jobs. That doe snot mean we are ignoring you, or not planning on responding to the merged or remaining open ticket.
I understand you are having issues, and that you want to vent about it on a public forum, but please have all the facts before you and be accurate in the information posted if you are going to make sure comments against a firm.
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Posted by BurstNET, 08-20-2013, 01:05 AM
Ticket #ZWK-472-89221
Thanks!
Confirmed.
Node is having issues (dropped its RAID array).
Currently being worked on, and should be back online tonight once repaired.
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Posted by BurstNET, 08-20-2013, 01:10 AM
I could tell from reading your tickets that you are not a client we could ever please.
You are well aware that we are working on major issues, and were flipping out over issues that were minor in comparison.
We tried to help you, and did correspond with you, and you had no patience in light of the more serious issues we were dealing with.
Unfortunately we cannot please every client we ever have.
Good luck to you with your new host, and to your new host.
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Posted by incitonetworks, 08-20-2013, 01:21 AM
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Continue to defend yourself by saying all your clients are wrong and incorrect in what they say , it is a good positive tactic :-)
Posted by BurstNET, 08-20-2013, 01:34 AM
Continue to defend yourself by saying all your clients are wrong and incorrect in what they say , it is a good positive tactic :-)
False information.
Even to this minute your two tickets are still open in the proper departments that have to handle them.
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Posted by incitonetworks, 08-20-2013, 01:41 AM
Even to this minute your two tickets are still open in the proper departments that have to handle them.
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Not false information at all! Instead of this, Don't you have tickets to deal with ? Or have you caught up ?
Really awful and unprofessional that burst is now resorting to accusing clients of false information instead of just dealing with their tickets. What do clients want ? Their problems solved.
Posted by BurstNET, 08-20-2013, 01:56 AM
If anything closed, then it auto-closed.
We did NOT close an unresolved issue intentionally, contrary to you accusation.Quote:
What I do on my off-hours is none of your darn business.
If I want to stay up on WHT at 2AM and dispute false information from people like you, that is my business.
Regardless, it's not my job to answer support tickets 24/7...nor at all even. In fact, I would do more harm handling support, than I would help, as I am not a technical person.
Speaking of having better things to do: If you cancelled, then move on, and go about your business...as our operations are therefore no longer your concern, and your issues are no longer ours.
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Posted by incitonetworks, 08-20-2013, 02:01 AM
If anything closed, then it auto-closed.
We did NOT close an unresolved issue intentionally, contrary to you accusation.
What I do on my off-hours is none of your darn business.
If I want to stay up on WHT at 2AM and dispute false information from people like you, that is my business.
Regardless, it's not my job to answer support tickets 24/7...nor at all even. In fact, I would do more harm handling support, than I would help, as I am not a technical person.
Speaking of having better things to do: If you cancelled, then move on, and go about your business...as our operations are therefore no longer your concern, and your issues are no longer ours.
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Posted by BurstNET, 08-20-2013, 02:06 AM
You had some issues you wanted fixed faster that we were able to fix them...plain and simple. We prioritized, and your issues were not as important as other issues pending. We did NOT ignore you. We did NOT intentionally close tickets on you (if they were even closed at all). To us, you issues were minor issues, and therefore were placed at the back of the line of much more important issues.
If you are not OK with that, not an issue, we fully understand, and have no hard feelings about you taking your business elsewhere. But to come on WHT complaining that we ignore you, intentionally close tickets on you, don't give a darn about our clients, well...that;'s when you get out of line and we need to call you out on it, as that is just complete nonsense.
We provide pretty awesome service for the price, have a hiccup during a major once in a lifetime facility migration, and people act like the world is ending. Sorry folks, nothing to see here...we did what we had to do to improve our service moving forward and for the long term, regardless of some speedbumps getting it one. The small percent of our clients that had issues, but still stick with us, will be happier long term, and those that don't...well, something would have caused them to leave down the road for one reason or another anyways. As to be expected, our largest clients are much more understanding of the migration that occurred, and it is the smaller clients that complain the most.
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Posted by BurstNET, 08-20-2013, 02:10 AM
Saying we intentionally closed your tickets out without responding/resolving them, is some pretty strong words, without knowing that for fact.
We're not like that....we're good guys here, trying to do the best we can for our clients, with the limited resources we have to work with due to the nature of the budget hosting segment we operate in. We take it very personally when people say we don't give a darn about our clients, as that could not be further from the truth. If you could have seen how hard our staff has worked over the past week to resolve issues for clients, you'd probably feel differently. Some of our guys worked over 100 hours last week...not the kinda hours people put in if they don't care about resolving issues for clients.
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Posted by BurstNET, 08-20-2013, 02:14 AM
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Posted by fifilein, 08-20-2013, 08:30 AM trying to figure out what's up with my server.
http://i42.tinypic.com/2ey99oh.png
55minutes in the queue!
i was number 2 in the queue 50minutes ago. 20minutes ago i became number one and i am sure that the other caller just gave up.
i am also giving up now after 58minutes, they are obviously not answering calls. now the next number 2 becomes number 1.
Posted by dddza, 08-20-2013, 10:51 AM Burst's attitude to this and their defensive attitude is appalling and embarrassing.
Summary to the situation: We did what we had to, in our own time and we really don't care what you think or how much inconvenience it has caused you or how much business you have lost - it's "none of your darn business".
Posted by cd/home, 08-20-2013, 11:16 AM
Summary to the situation: We did what we had to, in our own time and we really don't care what you think or how much inconvenience it has caused you or how much business you have lost - it's "none of your darn business".
Posted by dddza, 08-20-2013, 11:23 AM
In ones private capacity - sure, some more leeway.
Posted by cd/home, 08-20-2013, 11:28 AM
In ones private capacity - sure, some more leeway.
Posted by nmridul, 08-20-2013, 12:25 PM
Saying we intentionally closed your tickets out without responding/resolving them, is some pretty strong words, without knowing that for fact.
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Posted by SkyNetHosting, 08-20-2013, 01:25 PM
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Posted by devconsultores, 08-20-2013, 05:40 PM 7 days offline, thanks BurstNet after i trusted you and paid you all my servers for whole years, now i'm almost broke, all my clients are very angry with me, i have to buy new servers at OVH to get online the websites, and you don't want to refund all the months i paid in advance with the yearly payments saying me rubbish about those are not advance payments because you give me a special fee for paying 1 year
Posted by devconsultores, 08-20-2013, 05:58 PM Seriously, all of the affected customers should organize us and make a mass-sue to burstnet because BurstNet is beeing so arrogant and just doesn't care about anyone, and i'm sure i'm not the only one who is almost loosing his business because of this burstnet rubbish answers and no solutions
Posted by fifilein, 08-20-2013, 06:08 PM so, i again spent like 20 minutes in the telephone queue, what a surprise, i was again number two, what a coincident, like in the morning. hmmm... i am getting the feeling the management took the money and ran. they obv shut down phone support.
my server isn't even time sensitive, I am just worried that they lost it, or that I will have again 2 bad HDDs (like the last time, obv the mirror pair of the Raid10).
btw. everyone who has a up-time critical server, I am sure you all have a SLA specifying the availability with them, or? I put my server there because I can afford a 3day downtime easily.
Posted by Techno, 08-20-2013, 06:14 PM
Posted by devconsultores, 08-20-2013, 06:23 PM Yes, i have 2 servers that still down, now are more than 8 days
Posted by BurstNET, 08-20-2013, 08:27 PM
Take note this server is not actully down, and is responding:
PORT STATE SERVICE
21/tcp open ftp
25/tcp open smtp
26/tcp open unknown
80/tcp open http
110/tcp open pop3
143/tcp open imap
443/tcp open https
465/tcp open smtps
587/tcp open submission
993/tcp open imaps
995/tcp open pop3s
This is more of a support issue, as SSH is having issues, and server is probably more overloaded, rather then actually down.
We should have resolution on this one at some point tonight yet we expect though, if it is something we can fix. It may be config related, such as a firewall, in which case client may need to resolve themselves if we turn it off for them.
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Posted by BurstNET, 08-20-2013, 08:30 PM
Then to top it off, BurstNets general attitude in this thread is atrocious.
PS - Your estimations on financials are so far off, it is just plain amusing. You obviously have zero knowledge of running a large hosting provider, expenses of such, and I'd hate to see a business model you created. You have about 99% inaccurate data here, and not even in the same ballpark on certain assumptions.
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Posted by BurstNET, 08-20-2013, 08:33 PM
You could not be further from the truth about "not caring".
What would you consider working 16+ hour days for over a week by our staff, trying to resolve each any every client's issues, as "not caring"?
Just because you have an issue that has not been resolved yet, doesn't mean we have not been feverishly trying to get each and every issue we are aware of attended to, and that we don't care about our clients.
You are 100% wrong here assuming that.
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Posted by BurstNET, 08-20-2013, 08:35 PM
Please provide ticket number, so I can check for you on status.
We have very few servers still affected here...so let's make sure you are on our radar atleast.
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Posted by Mike V, 08-20-2013, 08:39 PM Reminder: Thank you!Quote:
This forum is provided to discuss current outage issues and to allow a way for customers and providers to communicate. Comments by non-customers will be removed. If you are not a current customer, there is no need for you to post. Reviews are only suitable in the appropriate main forum category.
Posted by hostinginsiders, 08-20-2013, 08:40 PM
Posted by BurstNET, 08-20-2013, 08:40 PM
NOTE: This guy is a troll, with a bone to pick years ago.
WHT smacked him for it back in the day, and he's been waiting years for a thread like this so he can jump on board and cause trouble.
His only goal here is to cause problems for BurstNET, not to assist our client base or WHT members affected by this issue. Take not of that, when reading his posts.
He has been reported to WHT mosd once again for trolling.
PS - If you read the SLA, the most BurstNET is liable for, even in the case of with a service down the entire full service period, is the current service period's fees, and nothing beyond that. Those are the terms under which BurstNET accepted service order(s), and to which client agreed to upon signing up for said service.
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Posted by BurstNET, 08-20-2013, 08:44 PM
A few hours here and there is one thing, especially for salaried employees, but for that many hours, yes, we compensate them when we ask them to stick around as long as they can to keep working on resolving client issues.
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Posted by hostinginsiders, 08-20-2013, 08:45 PM BurstNET: You sound like you are pretty stressed out yourself. This is not good for your health. Maybe get some sleep.
Posted by Hosting&Designs, 08-20-2013, 08:53 PM .
I feel for the server owners that have been down for so long. However, damage control from Burst.net on WHT is pretty impressive and the amount of time spent on here responding to virtually every single (negative) post must be very time consuming but it is being done. I would hate to see the language used in the "server down" tickets though...
Posted by wswd, 08-20-2013, 10:14 PM
I really wasn't affected by the move. I had a personal VPS down that I don't use for anything important. However, I never even got an email saying that a move was taking place. Had no idea until I saw this thread. I get all of Burst's emails (never missed a single one), so it wasn't a matter of it going to my spam folder or such. They're on my trusted sender's list.
Then I had to come here just to find out what was wrong with the node I have another VPS on. The high-priority support ticket went completely unanswered for 12 some-odd hours, until the admin here either answered it himself, or had someone answer it.
How is that possibly acceptable? A request for a follow-up (the node has been down for over 30 hours so far) has again gone unanswered. Think that request is coming up on 12 hours too. That node is actually affecting a client, who has now cancelled with me. It was only $15/mo. profit I was making off of him. I'm not going to lose sleep over it. But perhaps if I had an answer as to what was actually happening instead of looking like a complete idiot to the client, I might still have that account, and the future profits that would have gone with it.
I'm guessing Burst is making money hand over fist with how large they are, yet they can't hire a few more support techs. so that tickets actually get answered in a reasonable amount of time? Yep, I understand they're busy with the migration. I get that. But their business woes can't become my business woes.
Anyone have any recommendations for Windows VPS providers?
Posted by BurstNET, 08-20-2013, 10:32 PM
We can handle it with the client base...it's just the trolls, that are not even clients, that aggravate us...thinking they have a say in how to run our company, what goes on inside our company, and what shirt we should wear that day.
I mean seriously, a troll has a lot of balls to recommend that a client should sue a provider, just to try and cause trouble because they don't like that provider, or hold an old grudge against them. Blatantly obvious when they single out one provider to make such a statement against, and ignore any other provider that ever had an issue...without making the same "recommendation" for them. All I can do is laugh at such an individual, and imagine his mother telling him it's past his bedtime, and if he wants her to sing him a lullaby first.
We just vent out the stress on the trolls here, and all good to go with new energy again...
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Posted by BurstNET, 08-20-2013, 10:40 PM
I feel for the server owners that have been down for so long. However, damage control from Burst.net on WHT is pretty impressive and the amount of time spent on here responding to virtually every single (negative) post must be very time consuming but it is being done. I would hate to see the language used in the "server down" tickets though...
Worst language tickets are those translated by Google Translate from some of our foreign clients, where it comes thru a little stronger than they probably meant it to be, or that their culture is a little less offended maybe by such strong language in the first place. We only had to close a few tickets for abusive clients cursing unreasonably, and abusing our staff. Overall, things have settled down.
Must note that it was only a small subset of our client base that was affected by longer than expected outage, and an even smaller subset that had lengthy outages while we went thru servers individually to resolve. Alot of the complaints about the migration were not actually customers being moved and being down, but rather from regular support related issues put on delay/hold, until migration issues were resolved. Those have actually been the biggest complainers overall. We had more clients angry waiting for a reverse DNS entry, than we did for actual server reboot issues. Go figure...
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Posted by BurstNET, 08-20-2013, 10:48 PM
have to cut corners in expenses, and staff levels are one of the most important things we can control. We can't just hire on alot of extra staff for months like that. Besides the point that we didn't feel it as needed, as many phases of migration went smoothly. The issues with the last migration batches were not expected, as issues arose that did not occur in prior smoothly run batches.ALL services affected by relocation were emailed out notices. My guess is here that your issue may not have been migration relocated at all, and quite possibly a VPS node just been down. There have been a handful of those in the past week, and they were not related to the migration at all. Everyone seems to lump together any issue this week into being a migration related issue, even if it has nothing to do with it...which is an understandable assumption..Quote:
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Posted by SkyNetHosting, 08-20-2013, 11:16 PM
PORT STATE SERVICE
21/tcp open ftp
25/tcp open smtp
26/tcp open unknown
80/tcp open http
110/tcp open pop3
143/tcp open imap
443/tcp open https
465/tcp open smtps
587/tcp open submission
993/tcp open imaps
995/tcp open pop3s
This is more of a support issue, as SSH is having issues, and server is probably more overloaded, rather then actually down.
We should have resolution on this one at some point tonight yet we expect though, if it is something we can fix. It may be config related, such as a firewall, in which case client may need to resolve themselves if we turn it off for them.
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All you have to do is login from console disable Firewall and then check if the SSH port is responding (we have explain this clearly on the ticket).
If you are too busy to do all this at least reboot! This is what we are asking for the last 4 days.
Posted by SkyNetHosting, 08-20-2013, 11:25 PM
have to cut corners in expenses, and staff levels are one of the most important things we can control. We can't just hire on alot of extra staff for months like that. Besides the point that we didn't feel it as needed, as many phases of migration went smoothly. The issues with the last migration batches were not expected, as issues arose that did not occur in prior smoothly run batches.. Good luck with the rest of the migration.
Posted by hostinginsiders, 08-20-2013, 11:39 PM BurstNET:
One question: My server is up and running but I need to reboot it to boot another kernel. However, I am concerned that if I do that and the server doesn't come back online there will be nobody around to fix the problem. Is that true or can I reboot the machine at this time?
If not, then when do you think I can do it. Like if I wait 4-5 days and then do the reboot. Will your staff be able to take care of an issue like that quickly then?
Posted by BurstNET, 08-21-2013, 12:17 AM
That just put a huge smile on my face, thanks...I needed that.
PS - I'm trying to get that resolved tonight for you.
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Posted by BurstNET, 08-21-2013, 12:19 AM
One question: My server is up and running but I need to reboot it to boot another kernel. However, I am concerned that if I do that and the server doesn't come back online there will be nobody around to fix the problem. Is that true or can I reboot the machine at this time?
If not, then when do you think I can do it. Like if I wait 4-5 days and then do the reboot. Will your staff be able to take care of an issue like that quickly then?
Wait until mid-day tomorrow to be safe, as I think all reboots pending should be fully caught up by then.
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Posted by SkyNetHosting, 08-21-2013, 01:01 AM
That just put a huge smile on my face, thanks...I needed that.
ahh! now you you owe me a drink once all this is overThanks! The ID is: APC-357-17791 - It would really help if you could sort it out today itself. I too have open threads on WHT with servers being down and I guess you know how bad it feels more than I do.Quote:
Posted by SkyNetHosting, 08-21-2013, 01:02 AM
Posted by funkywizard, 08-21-2013, 01:09 AM
Second, I shouldn't have to come on here to find out why.
Third, its no like im asking to figure out a PHP problem, its a rDNS that literally takes 30 seconds.
Fourth, It has now been over 3 days.
FIFTH and and MOST IMPORTANT, it has now turned in a MAJOR issue. I have been getting bounce backs on ALL emails to Hotmail, Gmail, and Yahoo on this server now for the over 300 domains on the server. Why? All because 60 seconds of time couldn't be spared to create a simple rDNS change.
The fact is, a minor issue of a days wait was ok for me. Now I have been waiting three days, which is horrible and havent even had a response. Your team took more time of finding out that I had two tickets open and then to merge them, then it would of took to just add the change.
Furthermore, I had understanding and patience for the first 72 HOURS. Now, my understanding and frustration has took a turn for the worse...and I am left scratching my head.
Again to clarify for you, I would understand completely if I had a PHP problem, file problem, Apache problem, ect. THen yes, I would say get the servers back on first, those people defiantly deserve the upmost attention. However, for a rDNS change, its quite simple ridiculous in all honesty.
Posted by Tcalp, 08-21-2013, 10:21 AM @BurstNET ... I signed up for a full rack with you guys on the 1st of July. Since then I've been given the run around at you guys getting my hardware online, due to vacations, migration, etc ... and have not been able to reach anyone for weeks (via telephone).
My original ticket is #KEO-649-92423 , someone call me TODAY!. If you guys don't have time for my business in the immediate future just let me know and I will make other arrangements.
Posted by BurstGuyH, 08-21-2013, 10:28 AM
My original ticket is #KEO-649-92423 , someone call me TODAY!. If you guys don't have time for my business in the immediate future just let me know and I will make other arrangements.
Posted by Tcalp, 08-21-2013, 10:37 AM
~~ Have since spoken to Guy.
Posted by David_Kiofly, 08-21-2013, 02:46 PM No offense but the "lawsuit" talk seems pretty crazy to me. Do you guys really want to live in a world in which we sue everyone every time a mistake happens?
If you can handle the downtime - wait, if not, move your service.. Hopefully burst will recover soon.
Posted by nkawit, 08-21-2013, 05:57 PM Original DRIVE FAILURE ticket seems to be deleted. Nice guys!
Even after I explained in the ticket that its not URGENT and you have around 5 days to reply with a time CONVENIENT for you.
Here is the new ticket... #XFM-202-91796
I have no idea what possesses someone to DELETE a ticket of that serious nature.
Posted by BurstNET, 08-21-2013, 06:14 PM
Even after I explained in the ticket that its not URGENT and you have around 5 days to reply with a time CONVENIENT for you.
Here is the new ticket... #XFM-202-91796
I have no idea what possesses someone to DELETE a ticket of that serious nature.
Ticket was NOT deleted.
It was merged with another, and is very much in active status.
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Posted by F-DNS, 08-21-2013, 06:14 PM
EDIT: As always, Mr B beats me to it
Posted by nkawit, 08-21-2013, 06:16 PM
It was merged with another, and is very much in active status.
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Posted by fifilein, 08-22-2013, 11:44 AM
the whole thing made me think about my setup tough, i just dont like single point of failures.
Posted by Dant27, 08-22-2013, 03:01 PM Don't want to be a PITA but we've had a server that has been up and down since the migration and it's been in the build dept queue since 6 pm last night and we haven't had any update since then. Any kind hearted Burst guys around to check on ticket #AJU-339-43417 before we lose the client?
Posted by BurstNET, 08-22-2013, 03:12 PM
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Posted by Dant27, 08-23-2013, 04:03 AM
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Posted by smr888, 08-23-2013, 04:12 PM Hi Burst folks,
Post 355, from two days ago: "Please provide ticket number, so I can check for you on status. We have very few servers still affected here...so let's make sure you are on our radar at least."
Apparently we are one of those lucky few.
Let me first say that that I have been nothing but sympathetic regarding the problems you have been having, as my posts on our yet unresolved ticket YZQ-568-2947 will show. The hard disk on that machine went down on August 11, and it is still not up and running, despite us being handed two OS reinstalls, neither of which was correct and usable by us.
That's 12 days of downtime, which certainly puts us in the top tier of badness as far as what I'm reading on here.
Fortunately we have been able to limp along on our other three servers and, while we are affected, it's not a disaster. But it could have been. There have been no comments on our ticket by Burst since, I believe, August 13, 10 days ago.
We have made clear on the ticket the very simple tests that these installs have failed when handed over to us, and which we'd like performed when you do the next installation. You have provided us with many systems with the same operating system -- hell, I've installed it myself without issues, and I am hardly an expert at Linux installs -- and they have usually worked, so I'm not sure why we're having such bad luck at the moment.
I would like to think that 12 days of downtime would put us near the top of the triage pile, and would appreciate some attention on this. Thanks . . . not angry, just desiring to get back in full operation.
Posted by Vision70, 08-24-2013, 12:31 PM Hi,
I hired a dedicated server on August 03 to host my customer's VPS and I can't use it yet because there is an issue with vePortal, like there were with my 2 other dedicated servers.
The ticket was open on August 11 and the last answer on August 19, saying was that they would make a OS rebuild.
The ticket # is TLL-444-42808.
I hope that they fix before charge me the second month. And I hope that the billing be re-schedule for the days the server is stopped.
Posted by nkawit, 08-27-2013, 02:33 PM Ticket #SWJ-876-19508 regarding a failed drive has not been sorted out since the move.
Nor has our clients remote reboot ports, or private LAN or remote KVM been re-instated.
Client sent through cancellation requests today for all services.
Posted by reggie, 09-01-2013, 04:36 AM I have had a server down now since Aug 26, it would not boot after it crashed, so it was supposedly pushed to the Build/Repair team, since then I have not received a reply to the ticket GAJ-398-32138 I would like an estimated time for repair and restoration.
Posted by nkawit, 09-04-2013, 04:47 PM
Nor has our clients remote reboot ports, or private LAN or remote KVM been re-instated.
Client sent through cancellation requests today for all services.
Posted by hostinginsiders, 09-05-2013, 05:00 PM
Posted by nkawit, 09-06-2013, 01:47 AM
Our ticket was replied to around 16 hours ago.
Posted by AdamD, 09-06-2013, 07:27 AM I was going to say, you get what you pay for
But that doesn't seem to be true with all providers, well, except BurstNet.
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