Sabretooth - Masood, can you help again?

[jimnyc]

I am getting more and more frustrated with the level of support and crazy answers from support as of late. First I had to deal with Ewok issues since Friday evening, and now this server started acting up a few hours ago.

I first noticed an issue when checking my email, which checks mail on 5 of my sites, and it was extremely slow. So I then tried loading the various sites, and they all loaded, but extremely slowly. I performed pings and tracerts to the server locally from my mahcine. Ping times were anywhere from 200-500ms when they are normally in the 30-50ms range. Tracerts showed 30-50ms responses from all hops until it reached this server where it then spiked up to over 400ms for quite awhile.

Before opening a ticket, and to eliminate my connection fully, I then ran remote pings and tracerts from various datacenters around the country. These utilities take a completely different path to the server and EVERY ONE of them was giving me similar responses - quick response times along the route and spiked to over 200-500ms once reaching the server.

I then opened my ticket and explained the issue and what steps I've taken to ensure it wasn't my connection and that it was the server. This is the response I received from the tech:

Hi,
I have checked that all the services are up on the server and your domain is loading fine. Moreover ping results demonstrate the status of internet speed from your ISP. You must contact to your internet service provider for this issue.

let us know for further assistance.

Can someone please tell me how my ISP can control the 200-500ms response times I got from no less than 5 remote data centers reporting these times when testing this server? Also, if it were my ISP, how come the first 15 hops on a tracert reportd back between 30-50ms and it wasn't until the server IP itself that it skyrocketed. These types of answers are unacceptable and nothing more than quickly deflecting the issue back to my side - even though I very clearly and politely explained previously in the ticket about the steps I took which eliminated my ISP.

[JPC-Veena]

Masood might not be available today.
It is possible what you were seeing could happen if there was a DDoS directed to one of the vps (or a ddos initiated from a compromised vps) on that vz node during that time. Are you still seeing these slow responses for websites/email/ping?
Please ask to have your ticket forwarded to L2-Support in case you come across this again.

[jimnyc]

Masood might not be available today.
It is possible what you were seeing could happen if there was a DDoS directed to one of the vps (or a ddos initiated from a compromised vps) on that vz node during that time. Are you still seeing these slow responses for websites/email/ping?
Please ask to have your ticket forwarded to L2-Support in case you come across this again.

That's absolutely possible, which is why I wanted a technician to look at the issue as it was happening. The slow responses are gone for now...

I asked several times for the technician to escalate my ticket to L2, or specifically Masood (at Masood's direction previously) and the tech kept replying with excuses and outright ignored my pleadings to escalate the ticket. Instead he referred me to links for troubleshooting why the slowness might occur, another deflection rather than acknowledging the proof I provided within the ticket.

Thank you for your response.

-Jim

[thisisit3]

heh support has been a bit silly at times.

for example, they restarted my server because they couldn't login to it via SSH, but what they didn't know is that i've changed my SSH port and the default port 22 is monitored by portscan which automatically bans any incoming IP addresses.

so their IP was banned and they thought that my server was down, so they restarted it!

damn, lost my 120+ days of uptime