I can no longer trust JaguarPC

[JohnWinner]

5 days ago I ordered my second VPS with JaguarPC. I was very satisfied with my first one.
Unfortunately this second VPS is/was on the "fangorn" node.... let the nighmare begins...

November 30, 13:13 (ironic!) - I open a support ticket because everything is down; my sites (more than 150!), DirectAdmin, Virtuozzo CP, FTP, SSH, etc

November 30, 13:57 - support replies saying they have an issue with the server.

November 30, 15:33 - support give me a link on this forum to follow their progress with this issue. The thread (Emergency Maintainence - fangorn.nocdirect.com) is dead and doesn't provide the update you would expect during such EMERGENCY.

November 30, 20:09 - server is supposed to be back up, that was NOT the case

November 30, 21:42 - supports says they are working on the issue

November 30, 23:37 - they forward the ticket to the sales department to open a new VPS acount

December 1, 09:35 - the day after!! I receive a note from support saying they are creating my new VPS

At this time I don't know where the hell is my ticket it seems to go from sales to tech support and go back to sales and then back to tech support, etc

December 1, 17:17 - (Can we say SLOW????) my VPS is ready and I "should" receive the login info by email

December 2, 13:06 - (another day!) I receive the login info. I can only log into Virtuozzo and find out that the control panel is NOT installed and NOTHNIG have been restored. I mean this is a brand new VPS without anything!! Where are my sites? CP? DB? I don't know.

December 2, 14:28 - i sent another ticket and still waiting for an answer

======================================== ======

More than 2 days downtime! What a JOKE!!!
I can understand any hardware issues but the way you kept me in the dark and made me wait is UNACCEPTABLE!!
I think I have been patient enough!

You made me lost money, time and patience.
Be sure that I will spread the word, you deserve it.

[JohnWinner]

BTW I decided to forget about JaguarPC and try another company.

[Spathiphyllum]

... my sites (more than 150!)...

Which VPS plan did you have? And what proportion were static compared to dynamic?

[thisisit3]

I don't think thats relevant...

many people were hit by the silent ninja who blew 4-5 servers within two months, i don't blame the guy, others feel the same way, some of them moved to other hosting providers, others like me stayed.

[JohnWinner]

Which VPS plan did you have? And what proportion were static compared to dynamic?

I had the Freedom one If I remember correctly.
My sites are a bit specials, all the sites are pulling data (using nusoap) from a remote web service. And I mean all the HTML.

For that reason I though it could have been MY OWN account causing such a mess. I gave them the details about my sites, proposed my help, was open to answer any questions. I have not heard about that so I guess my account was ok.

[thisisit3]

The servers died because of hardware failures, so nobody's account was at fault.

[JohnWinner]

From Greg alias Jag on WebhostingTalk:

" To paraphrase, its obviously not a hardware problem, we've done countless replacements in the old one , then moved everyone to a new node and still this persists. "

From Greg in this thread Emergency Maintainence - fangorn.nocdirect.com :

"This being a direct brand new replacement of Draco obviously means the problem isnt hardware. One or more of the ve's on this machine could be causing these problems. We will be splitting everyone up to yet more new machines to isolate the issues."


Where and when did you get it was a hardware failure?

[Daniel_DBS]

John, You are not the only one who ordered a second VPS and ended up on Fangorn... My VPS had been setup and then the same day it crashed... I still have yet to have my account to be completed, evidentially, according to the sales chat, they are still configuring Interworx

[JohnWinner]

John, You are not the only one who ordered a second VPS and ended up on Fangorn... My VPS had been setup and then the same day it crashed... I still have yet to have my account to be completed, evidentially, according to the sales chat, they are still configuring Interworx

I wish my account crashed BEFORE I configured everything.
I was lucky enough to make a full backup and download it on my home computer the day before it crashed!

[Ron]

Where did you go to that will offer you faster service after a node failure?
Are you paying more for a more robust system for higher uptime?
How long have you been hosted with JAG?
Has your past experience with JAG been poor, good or excellent?
Have you had better experience elsewhere?
Do you expect to have better service elsewhere?

Just wondering.

[JohnWinner]

Where did you go to that will offer you faster service after a node failure?
Are you paying more for a more robust system for higher uptime?
How long have you been hosted with JAG?
Has your past experience with JAG been poor, good or excellent?
Have you had better experience elsewhere?
Do you expect to have better service elsewhere?

Just wondering.

I don't care much about the uptime and/or the speed they resolve an issue Ron. What I care about is the communication. Hafl a day without any update when there is an emergency is not acceptable. I was begging to have a few words about the situation. Also 3 times I was told the problem was corrected and It wasn't. Officially I still don't know what the problem is/was. Look at the last time the official thread was updated: 11-30-2007, 03:33 PM!

Also when you rebuild a new VPS the least you can do is to check the features I had with my old one (DirectAdmin maybe?). Also, is restoring it from a backup too much to ask?

Your questions are irrelevant. I am not telling any other host would be better or worse. Let's concentrate on this issue (which is not resolved yet).

[Daniel_DBS]

I've just been informed it will be tomorrow sometime before they finish getting my VPS back online

[JohnWinner]

I've just been informed it will be tomorrow sometime before they finish getting my VPS back online

Thanks for the info.
On my side no update for 5h30 hours now.

[Daniel_DBS]

Thanks for the info.
On my side no update for 5h30 hours now.

You can check using the live sales chat, that is how I found out

[Ron]

Yeah, well, communications is a constant issue with any host as well.

PArt of the problem as you know is that when ticket gets moved into the sales queue, it is no longer answered by 7x24 tech support, and then sales is backed up trying to deal with all of this while on their skeleton weekend crew.

Not making apology, just explaining.

I don't think the questions are irrelevent as you say you are moving (or have moved?) to a new host, and I am interested if you've found someplace else that offers better services, better support, better hardware, better communications, better anything, and at what price? I mean, that's the reason for moving, isn't it?

Anyway, I wish you well, and do come back and tell us where you've gone off to!