rackshack woes - ticket now open for 48+ hours and unresolved. fuck this - GoFuckYourself.com

rowan · 07-02-2003, 11:26 AM

Hmmm... so much for getting excited about rackshack's $1 setup.

I've had a trouble ticket open for 48 hours and the customer service guys say that the network team "may be a while." My 700Gb/mo server is effectively a 300-350Gb/mo server at the moment due to some weird network problem which is choking my outbound bandwidth at a maximum ceiling of 1.2Mbit/sec.

I can't afford to wait 48+ hours if something like this happens again... I have to move elsewhere. I'll be paying twice as much and getting less download, but at least I know I can get a result if something goes wrong.

Prior to this I was all for rackshack, because I know how to run a server. However, now that a network problem beyond my control has reared its ugly head, I see the real problem with rackshack - their support team is *very* busy answering elementary support questions and escalating an unusual technical issue seems to be very difficult. The frontend guys just say "it's being worked on, we can't tell you more."

I asked nicely for a pro-rated refund (I've only been on for 7 days, and 2 1/2 of those have been useless) but they have refused.

Webby · 07-02-2003, 11:29 AM

Get on the phone to em and if that don't work... dump em now!

Fuck all that crap!

rowan · 07-02-2003, 11:38 AM

Ok, I just saw they've closed the ticket. 48 hours since I reported it, hasn't been resolved, just closed. Great.

genomega · 07-02-2003, 11:38 AM

Did you try chat support?

rowan · 07-02-2003, 11:41 AM

genomega - yeah, they are just the frontline guys. They can't really do anything (I don't blame them), just tell me that it's being worked on by someone higher up. I haven't had any contact from these 'higher up' people, the ticket has been closed but the problem still exists.

CSM-101 · 07-02-2003, 12:18 PM

Quote:

Originally posted by rowan
Hmmm... so much for getting excited about rackshack's $1 setup. I've had a trouble ticket open for 48 hours and the customer service guys say that the network team "may be a while." My 700Gb/mo server is effectively a 300-350Gb/mo server at the moment due to some weird network problem which is choking my outbound bandwidth at a maximum ceiling of 1.2Mbit/sec.

I can't afford to wait 48+ hours if something like this happens again... I have to move elsewhere. I'll be paying twice as much and getting less download, but at least I know I can get a result if something goes wrong.

Prior to this I was all for rackshack, because I know how to run a server. However, now that a network problem beyond my control has reared its ugly head, I see the real problem with rackshack - their support team is *very* busy answering elementary support questions and escalating an unusual technical issue seems to be very difficult. The frontend guys just say "it's being worked on, we can't tell you more."

I asked nicely for a pro-rated refund (I've only been on for 7 days, and 2 1/2 of those have been useless) but they have refused.

Rowan,

Hit me up...Ill have you in a server and back on your feet in no time.

ICQ ME.

Webby · 07-02-2003, 12:19 PM

It make me time to speak on the phone (better fax em!) to the "Operations Director" or whatever title they have?

Yea.. can appreciate the problems.. they can happen, but I been there done that and the only resolution in the end is with whoever claims to be King there.

The ticket closing kinda smells like "avoidance" till proven otherwise

Marc P · 07-02-2003, 12:28 PM

I opened a ticket to upgrade one Plesk server's licence to unlimited domains, it was supposed to take 48 hrs max.

I edited the ticket twice with polite requests to inform me of what is happening, and no one even bothered to say anything.

Their service is starting to suck more and more. Maybe if we could do basic stuff like add our own DNS records without constant problems they wouldn't have to spend all this time doing insignificant tasks like these and they could concentrate on stuff that matters.

Bucho · 07-02-2003, 12:32 PM

Quote:

Originally posted by rowan
Hmmm... so much for getting excited about rackshack's $1 setup. I've had a trouble ticket open for 48 hours and the customer service guys say that the network team "may be a while." My 700Gb/mo server is effectively a 300-350Gb/mo server at the moment due to some weird network problem which is choking my outbound bandwidth at a maximum ceiling of 1.2Mbit/sec.

I can't afford to wait 48+ hours if something like this happens again... I have to move elsewhere. I'll be paying twice as much and getting less download, but at least I know I can get a result if something goes wrong.

Prior to this I was all for rackshack, because I know how to run a server. However, now that a network problem beyond my control has reared its ugly head, I see the real problem with rackshack - their support team is *very* busy answering elementary support questions and escalating an unusual technical issue seems to be very difficult. The frontend guys just say "it's being worked on, we can't tell you more."

I asked nicely for a pro-rated refund (I've only been on for 7 days, and 2 1/2 of those have been useless) but they have refused.

are you sure that your httpd.conf is as it should be?
the standard settings of rackshack isnt fit for 300gb/mo at all.
If you want me to look at it id be happy to do so - uin 4646141

rowan · 07-02-2003, 01:06 PM

Bucho - it was doing fine pushing out 3Mbit+, then suddenly it was like it was capped. Check out this MRTG graph I saved...

<img src="http://satin.sensation.net.au/64.246.52.245_14-day.gif">

Just to throw a spanner in the works, a few isolated tests work fine at full speed (see the spikes), but apart from that it's like a 1.2Mbit/sec outbound cap.

iroc409 · 07-02-2003, 01:09 PM

is this a bad time to ask if i should move to rackshack?

Sly_RJ · 07-02-2003, 01:12 PM

Quote:

Originally posted by iroc409
is this a bad time to ask if i should move to rackshack?

I have some friends who swear by RackShack and have never really had any problems, although they are tech Gods.

iroc409 · 07-02-2003, 01:14 PM

i really don't have any problems managing my own servers, although i'm used to FreeBSD. the only thing i need to figure out is dns & bind... and i can get a book for that.

i just want someplace cheap for gallery listings.. that's all

rowan · 07-02-2003, 01:17 PM

People say use them if you know how to admin a server, but what happens when something beyond your control goes wrong?

Before this latest server I was a rackshack customer for something like 10 months. I had one issue with them, they unplugged my server because they thought it was part of a DoS attack. I tried IRC and called, but they said the only way that the server would be re-enabled is if I emailed abuse. It took 4 hours for them to respond and switch it back on... and another half a day for them to admit they made a mistake and unplugged the wrong server.

How do admin skills help there? They don't... if you have backup servers and you can live with outages like this, then go for rackshack. I have backup servers so the problem is not killing me (although it's costing me overage on my more expensive and more transfer limited server), but I am not impressed with the way they have handled my problem.

Webby · 07-02-2003, 01:51 PM

Quote:

Before this latest server I was a rackshack customer for something like 10 months. I had one issue with them, they unplugged my server because they thought it was part of a DoS attack. I tried IRC and called, but they said the only way that the server would be re-enabled is if I emailed abuse. It took 4 hours for them to respond and switch it back on... and another half a day for them to admit they made a mistake and unplugged the wrong server.

You promoting Rackshack?

Thanks for your experiences.... another place to avoid!

sandman! · 07-02-2003, 02:31 PM

Quote:

Originally posted by rowan
Hmmm... so much for getting excited about rackshack's $1 setup. I've had a trouble ticket open for 48 hours and the customer service guys say that the network team "may be a while." My 700Gb/mo server is effectively a 300-350Gb/mo server at the moment due to some weird network problem which is choking my outbound bandwidth at a maximum ceiling of 1.2Mbit/sec.

I can't afford to wait 48+ hours if something like this happens again... I have to move elsewhere. I'll be paying twice as much and getting less download, but at least I know I can get a result if something goes wrong.

Prior to this I was all for rackshack, because I know how to run a server. However, now that a network problem beyond my control has reared its ugly head, I see the real problem with rackshack - their support team is *very* busy answering elementary support questions and escalating an unusual technical issue seems to be very difficult. The frontend guys just say "it's being worked on, we can't tell you more."

I asked nicely for a pro-rated refund (I've only been on for 7 days, and 2 1/2 of those have been useless) but they have refused.

Nothing personal but if your dumb enought to use them for anything important you get what you pay for.

rpet · 07-02-2003, 02:41 PM

Letme tell you.. I am disappointed with them.. I bought a unlimited bandwidth server the beginning of June.. the whole month I was complaing that the server wasnt fast, it always time out, etc.. They keep giving me solutions to the problems that didnt work.. first they told me I didnt have apache configured correctly, then they told me that I was getting to much trafffic for a 10mbps connection (bullshit.. I was doing only 60,000 uniques 40GB a day). my machine maxed out at 300KBps instead of 10mbps, then they told me it was a bad network cable... Finally like 6 support tickets later.. they said I had a bad nic.. and other hardware ... and they swapped out my server.. Now my new server Ive had for 2 days just went down over the past 2 hours.. completely amazing... waiting for a reboot as we speak. I want a refund or credit to my account for paying for a 10mbps connection to my machine for a month and not getting it until 2 days ago and now the new machine is down..

One.
Rpet

genomega · 07-02-2003, 02:42 PM

Quote:

Originally posted by iroc409
i really don't have any problems managing my own servers, although i'm used to FreeBSD. the only thing i need to figure out is dns & bind... and i can get a book for that.

i just want someplace cheap for gallery listings.. that's all

See Sig.

BenInsite · 07-02-2003, 02:45 PM

I solved all my rackshack problems real easy - I left.

cosis · 07-02-2003, 03:00 PM

you get what you pay for

Triple 6 · 07-02-2003, 03:21 PM

when i first got a server with them it was fucked up, since the os and shit was created from a corrupt image. They fixed that. I later learn they assigned me the wrong ip's. They fixed that. Mostly smooth sailing ever since... I had some trouble changing the DNS but eventually got that going so I wrote up a popular tutorial about it (for ensim servers) at their forums.

Anyhow... anytime I had a major problem with them, fuck their chat, fuck their trouble tickets. I call them directly and speak to them.

liquidmoe · 07-02-2003, 03:24 PM

If you are still looking for hosting elsewhere hit me up on icq (36837470). We'll work something out.

mrthumbs · 07-02-2003, 03:29 PM

Quote:

Originally posted by genomega

See Sig.

Risque Hosting?

Brad Mitchell · 07-02-2003, 03:41 PM

It's obvious they just have y ou capped at the router or something.

$1 setup and dirt cheap pricing, this is one possible outcome of that business model. LOL

Brad

49thParallel · 07-02-2003, 03:42 PM

And then one always comes out of the woodwork like myself who says, "If you know how to manage a server, Rackshack is fanastic".

I have nothing but good experiences with them, and I have all of my servers maxed out to the brim of exploding.

Yes, sometimes they screw up..but remember how many thousands of servers they have. I would guess their screwup to server ratio is probably a hell of a lot lower then most others out there.

rpet · 07-02-2003, 04:12 PM

You cant beat their rates.. but I have been with them a month and had a ton of troubles.. I can only hope it gets better.. Ps... they finally got my server back up.. but now it is experiencing heavy packet loss like 25%...

heheh..

ONe.
rpet

sexeducation · 07-02-2003, 04:23 PM

I once had the same 48 hour problem ... with RackShack ... just hang in their live support room ... and every 15 minutes post ...

NOW 24 HOURS 45 MINUTES for support request ...

both times I needed to do this were ...

"NIC" conflicts and "IP THEFT" ... by "gurus" including ranges of IP's in there config files ... which interfered with mine ...

I am not a tech guru but I have had no problems with RS for quite some time now ...

Eventually they just shut down all the offending servers until mine was working ..

Dad@

SomeCreep · 07-02-2003, 04:58 PM

I do not believe there is such a thing as a perfect web host. When I went out looking for dedicated hosting, I was looking for 4 things.

1.) Cheap/competitive/reasonable pricing
2.) 24/7 techsupport by phone
3.) Non cogent bandwidth and no capping
4.) Hosting company that was already established and trusted

I searched and searched and searched and couldnt find a host that suited all 4 requirements. I just eventually settled with Candidhosting and although I cant say they've been fantastic, at least I can say they've been satisfactory. I think the most you can expect these days from a webhost is good uptime and a correctly configured server. With everything else, you're pretty much on your own.

SomeCreep · 07-02-2003, 05:02 PM

sexeducation · 07-02-2003, 05:04 PM

there is no such thing as "lifetime" or "unlimited" ...

if you buy such a farce ... you get what you buy ...

RackShack.net and iServer.com have been the best hosting companies I have ever delt with ...

Hands down ...

And trust me ... I have tested MANY over the years ...

What you have to realize about RackShack.net is that their tech support works REMOTELY ... all online ...

RackShack is NOT for newbies ...

Carrie · 07-02-2003, 06:51 PM

1. Their tech support does NOT work remotely. All folks who are there are in-house.

2. Rackshack does not give refunds - ever. For any reason. It's in the TOS and AUP that you have to agree to when you sign up. I've been there for years and I've seen times when someone genuinely deserved a refund, but they stick to their rules - no refunds.

3. Rowan, these are the people you need to contact. CC all of them with a POLITE letter clearly stating the details of what has happened and giving a link to your graph screencap:
Patrick [email protected] Sen. Sys. Admin
Mario [email protected] Customer Service Manager
Greg [email protected] Support Team Manager
Robert [email protected] Rackshack CEO

Don't get mad or abusive in the letter. This is the first time these four fellows have heard of you and your problem. Don't threaten to leave, but tell them that from the referrals you honestly expected better service than this. Give them the opportunity to make things right, and they will.

It might take repeating yourself over and over, but they will make it right. I recently had a problem that caused a 5-page thread in the forums and got Patrick to acquiesce and agree to re-do the hard drive images so that when the box goes online, everything is shut down except for SSH; and when a box is restored, not only is everything shut down but SSH, but only you from your specific IP can access the box - thus giving you an opportunity to clamp down security in case you have someone trying their best to crack in once the box comes back online. It was a great step forward.

Just stop dealing with the techs, and instead take it to the guys who actually have the power to get things done.

Carrie · 07-02-2003, 06:56 PM

PS - If you're going to post your problem to a forum, GFY isn't the place to do it. Nothing is going to get done about it over here.
Instead, post your issue in the Rackshack forums, where the actual Rackshack people will see the problems you're having.

PPS - Make sure to include your RS-XXXXX number and IP address of the server in the email you send so they can look it up immediately without having to write back and ask you for it.

Dusen · 07-02-2003, 07:18 PM

I remember some time ago on another board I posted how I wasn't happy with rackshack due to small 10-15 min network outages on my server, and I moved to another provider.

Simple statement, no attacking no nothing.

Then about 3 people jumped down my throat supporting rackshack saying I "just didn't know how to admin a server", "Why woudln't you hire someone that knew Unix, etc". "The network hasn't had downtime in 2 years". That's odd, my MRTG looked like a square wave some days.

It was reasons like this that I left. Nothing against them - $1 setup and 700gb a month for $99? That's amazing. Great pricing.

But somewhere along the line, I got tired of these small issues that come with going with the cheapest host. Assess what your needs are, and buy based on that. That's my new motto.

I dunno, that's my rant.

SBJ · 07-02-2003, 07:49 PM

yeah I've heard too many horror stories about RackShack so I moved to Phatservers.com last month when my Tera-byte server was too small and they are great to work with and even the simple dumb questions I've thrown at them at 3AM are answered in 5-10min.

rowan · 07-02-2003, 09:32 PM

Quote:

Originally posted by Carrie

2. Rackshack does not give refunds - ever. For any reason. It's in the TOS and AUP that you have to agree to when you sign up. I've been there for years and I've seen times when someone genuinely deserved a refund, but they stick to their rules - no refunds.

Well, I believe I genuinely deserve one. A partial refund, at least - I am no longer using their services due to the fault still being unresolved, and do not wish to use them. Surely it can't be 100% legal to flat out refuse a refund? If you buy a product and it's faulty, you return it for a refund or replacement. Why is a service any different?

I will email those people and try to reason with them, but right now all I want is the refund. I am no longer interested in fixing the problem - it's been over 3 days since it started and they quietly closed the ticket without a solution.

I posted here purely to vent, not really to jog anyone at RS into action.

Carrie · 07-03-2003, 02:47 AM

I know what ya mean, Rowan. I was at that point less than a month ago (got unplugged three times and restored twice within 2 weeks) but finally got it all resolved (I hope).
Best of luck with the big guys. ;)

Hansm · 07-03-2003, 03:19 AM

rackshack is busy, they did fucking sell 1800 servers the last week, what do you think, that they can answer a ticket in 1 minute, normal they are really fast, im having 9 servers already for 29 months with rackshack and i will never leave them.

i did read a post from a guy who had problems and rackshack did tell to configure apache, yes configure apache, they are not configured and 40GB traffic a day with apache is really much and you server can die dailly if you didt configure apache good.

i never had problems with rackshack because i know what im doing on my servers and im configuring them good.

rpet · 07-03-2003, 06:02 PM

First off, I have been running and administering unix servers for over 6 years now... I have ran everything from System V, to FreeBSD, to Linux, Solaris you name it.. I have worked for big companys including IBM and Turner Broadcasting doing Unix administration.. I know how to run a unix sytem.. My apache was perfectly configured for the amount of traffic... I told them what the problem was from the begining and they ignored my comments.. they insisted it was basic problems that I already had went over myself.... Basically what I am saying is provide a quality service.. dont tell a person your going to give them a unmetered 10mbps connection and dont... The server side I realize I am responsible for and I have no problem with that.. but they have to keep up their side of the bargain to.. and thats the network and the network infastructure... But again you get what you pay for... thats why I really am not complaining to much just disappointed..

One.
Rpet

Quote:

Originally posted by Hansm
rackshack is busy, they did fucking sell 1800 servers the last week, what do you think, that they can answer a ticket in 1 minute, normal they are really fast, im having 9 servers already for 29 months with rackshack and i will never leave them.

i did read a post from a guy who had problems and rackshack did tell to configure apache, yes configure apache, they are not configured and 40GB traffic a day with apache is really much and you server can die dailly if you didt configure apache good.

i never had problems with rackshack because i know what im doing on my servers and im configuring them good.

assneck · 07-03-2003, 06:52 PM

rpet · 07-04-2003, 09:20 AM

After all the comotion I have to tell you guys.. after emailing the head guys just yesterday... I got a service credit for the month of june because of my problems... So I take back all the bad stuff about their customer support.. they actual gave me a credit for my june hosting...

One.
Rpet

ry0t · 07-04-2003, 09:22 AM

rackshack sucks yeah.

fris · 07-05-2003, 12:15 PM

i remember when i bought a dedicated server from them, they didnt have my bandwidth monitoring setup correctly, so it wasnt tracking right, so i couldnt tell what my limit was at, it was at 45 gigs then all of a sudden on the last day they added 1000 gigs, they told me i owed all of this $$ cause of their mistake, i went on chat support, they wouldnt help me. anyways. just my thoughts.

nosey · 07-05-2003, 12:17 PM

Quote:

Originally posted by assneck

rowan · 07-05-2003, 12:21 PM

Quote:

Originally posted by rpet
After all the comotion I have to tell you guys.. after emailing the head guys just yesterday... I got a service credit for the month of june because of my problems... So I take back all the bad stuff about their customer support.. they actual gave me a credit for my june hosting...

One.
Rpet

I'm still patiently awaiting my refund. They told me a couple of days ago that they wouldn't consider one until I officially cancelled the server, so I did immediately, and emailed them back. Nothing further has happened yet... but it does look a bit more promising than "NO REFUNDS NO QUESTIONS NO WAY!"

easyjesus · 07-05-2003, 12:32 PM

RackShack has been good to me, for over a year now. I just ordered my second server with them, had a few small problems and they helped me with them 100%.

AS someone posted previously, they sold over 1800 servers last week, they have over 10K total servers. With anything in life, there are gonna be problems, you get what you pay for, and I tell you this... Someone oughta lock me up cause I'm stealing $$ from them!

P4 2Ghz, 512RAM, 80GB HD, CPanel + 700Gigs of Transfer = $139 a month!

rpet · 07-05-2003, 03:06 PM

Yeah their prices are ridiculous.. they blowout any other host... but that is if its working right... Hopefully now that everything on my server is working right and I have no more troubles.. then it will be worth all the troubles I went through in the long run with all the money I will have saved...

One.
Rpet

Quote:

Originally posted by easyjesus
RackShack has been good to me, for over a year now. I just ordered my second server with them, had a few small problems and they helped me with them 100%.

AS someone posted previously, they sold over 1800 servers last week, they have over 10K total servers. With anything in life, there are gonna be problems, you get what you pay for, and I tell you this... Someone oughta lock me up cause I'm stealing $$ from them!

P4 2Ghz, 512RAM, 80GB HD, CPanel + 700Gigs of Transfer = $139 a month!

VirtuMike · 07-05-2003, 06:56 PM

Want some advice? THROW IT AWAY. We had rackshack for a while, we had major problems with their facility and support. I've had many many hosts in the eight years VirtuCon has in operation, and I can tell you that Rackshack is THE WORST provider we have ever had.

I moved to Webair about a month ago. Smooth sailing.

If your connectivity is important to you, GET OUT. If it's not, you may not really be in business after all. Rackshack's poor performance has cost us many thousands of dollars. Their additude towards you the customer is substandard. If you want to continue with them, good luck. Otherwise, throw a dart and pick any other provider, you can't do worse.

AlanM · 07-05-2003, 07:10 PM

My last ticket was resolved in a 10 minutes and during the last 6 six months we only had a few small problems mostly by our own mistakes. I love RackShack and at the same time a have a very negative experience with WebAir in virtual although it was a couple of years ago.

Zorgman · 07-06-2003, 05:48 AM

Im currently looking for a dedicated sever, P4 range on rackshack.net but with these comments im going need to review this move.. doh!

hanii · 07-06-2003, 10:10 AM

if you have paysites,
move to RackSpace.com
and let them manage your server.
not cheap but they are amazing.

<img src="http://www.rackspace.com/images/homepage/hp_home_of_fanatical_suppor.gif">

07-02-2003, 11:26 AM	#1
rowan Too lazy to set a custom title Join Date: Mar 2002 Location: Australia Posts: 17,373	rackshack woes - ticket now open for 48+ hours and unresolved. fuck this Hmmm... so much for getting excited about rackshack's $1 setup. I've had a trouble ticket open for 48 hours and the customer service guys say that the network team "may be a while." My 700Gb/mo server is effectively a 300-350Gb/mo server at the moment due to some weird network problem which is choking my outbound bandwidth at a maximum ceiling of 1.2Mbit/sec. I can't afford to wait 48+ hours if something like this happens again... I have to move elsewhere. I'll be paying twice as much and getting less download, but at least I know I can get a result if something goes wrong. Prior to this I was all for rackshack, because I know how to run a server. However, now that a network problem beyond my control has reared its ugly head, I see the real problem with rackshack - their support team is very busy answering elementary support questions and escalating an unusual technical issue seems to be very difficult. The frontend guys just say "it's being worked on, we can't tell you more." I asked nicely for a pro-rated refund (I've only been on for 7 days, and 2 1/2 of those have been useless) but they have refused.

07-02-2003, 11:38 AM	#4
genomega Confirmed User Join Date: Feb 2002 Location: NW Florida Posts: 1,190	Did you try chat support? __________________ No Jerk TGP Gallery Monitor MoneyBookers

07-02-2003, 01:09 PM	#11
iroc409 Confirmed User Join Date: Jan 2003 Location: midwest side, yo Posts: 4,728	is this a bad time to ask if i should move to rackshack? __________________ <a href="http://www.iroc409.com/"><img src="http://www.iroc409.com/adv/120x60.gif" border=0></a> icq: 1 7 6 4 2 0 9 6 0 Gallery templates for ONLY $25! w00t!

07-02-2003, 01:14 PM	#13
iroc409 Confirmed User Join Date: Jan 2003 Location: midwest side, yo Posts: 4,728	i really don't have any problems managing my own servers, although i'm used to FreeBSD. the only thing i need to figure out is dns & bind... and i can get a book for that. i just want someplace cheap for gallery listings.. that's all __________________ <a href="http://www.iroc409.com/"><img src="http://www.iroc409.com/adv/120x60.gif" border=0></a> icq: 1 7 6 4 2 0 9 6 0 Gallery templates for ONLY $25! w00t!

07-02-2003, 02:41 PM	#17
rpet Confirmed User Join Date: Sep 2002 Location: New York Posts: 537	Letme tell you.. I am disappointed with them.. I bought a unlimited bandwidth server the beginning of June.. the whole month I was complaing that the server wasnt fast, it always time out, etc.. They keep giving me solutions to the problems that didnt work.. first they told me I didnt have apache configured correctly, then they told me that I was getting to much trafffic for a 10mbps connection (bullshit.. I was doing only 60,000 uniques 40GB a day). my machine maxed out at 300KBps instead of 10mbps, then they told me it was a bad network cable... Finally like 6 support tickets later.. they said I had a bad nic.. and other hardware ... and they swapped out my server.. Now my new server Ive had for 2 days just went down over the past 2 hours.. completely amazing... waiting for a reboot as we speak. I want a refund or credit to my account for paying for a 10mbps connection to my machine for a month and not getting it until 2 days ago and now the new machine is down.. One. Rpet __________________ sig too big

07-02-2003, 11:29 AM	#2
Webby Too lazy to set a custom title Join Date: Oct 2002 Location: Far far away - as possible Posts: 14,956	Get on the phone to em and if that don't work... dump em now! Fuck all that crap!

07-02-2003, 11:41 AM	#5
rowan Too lazy to set a custom title Join Date: Mar 2002 Location: Australia Posts: 17,373	genomega - yeah, they are just the frontline guys. They can't really do anything (I don't blame them), just tell me that it's being worked on by someone higher up. I haven't had any contact from these 'higher up' people, the ticket has been closed but the problem still exists.

07-02-2003, 12:19 PM	#7
Webby Too lazy to set a custom title Join Date: Oct 2002 Location: Far far away - as possible Posts: 14,956	It make me time to speak on the phone (better fax em!) to the "Operations Director" or whatever title they have? Yea.. can appreciate the problems.. they can happen, but I been there done that and the only resolution in the end is with whoever claims to be King there. The ticket closing kinda smells like "avoidance" till proven otherwise

07-02-2003, 12:28 PM	#8
Marc P Confirmed User Join Date: Aug 2002 Location: Montreal Posts: 154	I opened a ticket to upgrade one Plesk server's licence to unlimited domains, it was supposed to take 48 hrs max. I edited the ticket twice with polite requests to inform me of what is happening, and no one even bothered to say anything. Their service is starting to suck more and more. Maybe if we could do basic stuff like add our own DNS records without constant problems they wouldn't have to spend all this time doing insignificant tasks like these and they could concentrate on stuff that matters.

07-02-2003, 01:06 PM	#10
rowan Too lazy to set a custom title Join Date: Mar 2002 Location: Australia Posts: 17,373	Bucho - it was doing fine pushing out 3Mbit+, then suddenly it was like it was capped. Check out this MRTG graph I saved... <img src="http://satin.sensation.net.au/64.246.52.245_14-day.gif"> Just to throw a spanner in the works, a few isolated tests work fine at full speed (see the spikes), but apart from that it's like a 1.2Mbit/sec outbound cap.

07-02-2003, 01:17 PM	#14
rowan Too lazy to set a custom title Join Date: Mar 2002 Location: Australia Posts: 17,373	People say use them if you know how to admin a server, but what happens when something beyond your control goes wrong? Before this latest server I was a rackshack customer for something like 10 months. I had one issue with them, they unplugged my server because they thought it was part of a DoS attack. I tried IRC and called, but they said the only way that the server would be re-enabled is if I emailed abuse. It took 4 hours for them to respond and switch it back on... and another half a day for them to admit they made a mistake and unplugged the wrong server. How do admin skills help there? They don't... if you have backup servers and you can live with outages like this, then go for rackshack. I have backup servers so the problem is not killing me (although it's costing me overage on my more expensive and more transfer limited server), but I am not impressed with the way they have handled my problem.

07-02-2003, 02:45 PM	#19
BenInsite Registered User Join Date: Jun 2003 Posts: 3	I solved all my rackshack problems real easy - I left.

07-02-2003, 03:00 PM	#20
cosis Confirmed User Industry Role: Join Date: Aug 2001 Location: Beach Posts: 5,255	you get what you pay for

07-02-2003, 03:21 PM	#21
Triple 6 Confirmed User Join Date: Feb 2002 Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: Location: isN'T everything Posts: 5,394	when i first got a server with them it was fucked up, since the os and shit was created from a corrupt image. They fixed that. I later learn they assigned me the wrong ip's. They fixed that. Mostly smooth sailing ever since... I had some trouble changing the DNS but eventually got that going so I wrote up a popular tutorial about it (for ensim servers) at their forums. Anyhow... anytime I had a major problem with them, fuck their chat, fuck their trouble tickets. I call them directly and speak to them. __________________ SIG TOO SMALL! Maximum 1200x600 button and no more than 30 text lines of ALL SIZES and COLORS. Unless your sig is for a GFY top banner sponsor, then you may use a 6240x4800 instead of a 1024x800.

07-02-2003, 03:24 PM	#22
liquidmoe Confirmed User Join Date: Mar 2002 Location: NY Posts: 4,994	If you are still looking for hosting elsewhere hit me up on icq (36837470). We'll work something out.

07-02-2003, 03:41 PM	#24
Brad Mitchell Confirmed User Industry Role: Join Date: Nov 2001 Location: Southfield, MI Posts: 9,732	It's obvious they just have y ou capped at the router or something. $1 setup and dirt cheap pricing, this is one possible outcome of that business model. LOL Brad __________________ President at MojoHost \| brad at mojohost dot com \| Skype MojoHostBrad 69 industry awards for hosting and professional excellence since 1999

07-02-2003, 03:42 PM	#25
49thParallel So Fucking Banned Join Date: Jul 2002 Posts: 1,197	And then one always comes out of the woodwork like myself who says, "If you know how to manage a server, Rackshack is fanastic". I have nothing but good experiences with them, and I have all of my servers maxed out to the brim of exploding. Yes, sometimes they screw up..but remember how many thousands of servers they have. I would guess their screwup to server ratio is probably a hell of a lot lower then most others out there.

07-02-2003, 04:12 PM	#26
rpet Confirmed User Join Date: Sep 2002 Location: New York Posts: 537	You cant beat their rates.. but I have been with them a month and had a ton of troubles.. I can only hope it gets better.. Ps... they finally got my server back up.. but now it is experiencing heavy packet loss like 25%... heheh.. ONe. rpet __________________ sig too big

07-02-2003, 04:23 PM	#27
sexeducation So Fucking Banned Join Date: Jun 2003 Location: Calgary - Alberta - Canada Posts: 7,315	I once had the same 48 hour problem ... with RackShack ... just hang in their live support room ... and every 15 minutes post ... NOW 24 HOURS 45 MINUTES for support request ... both times I needed to do this were ... "NIC" conflicts and "IP THEFT" ... by "gurus" including ranges of IP's in there config files ... which interfered with mine ... I am not a tech guru but I have had no problems with RS for quite some time now ... Eventually they just shut down all the offending servers until mine was working .. Dad@

07-02-2003, 04:58 PM	#28
SomeCreep :glugglug Join Date: Mar 2003 Location: Where the Wild Things Are Posts: 26,118	I do not believe there is such a thing as a perfect web host. When I went out looking for dedicated hosting, I was looking for 4 things. 1.) Cheap/competitive/reasonable pricing 2.) 24/7 techsupport by phone 3.) Non cogent bandwidth and no capping 4.) Hosting company that was already established and trusted I searched and searched and searched and couldnt find a host that suited all 4 requirements. I just eventually settled with Candidhosting and although I cant say they've been fantastic, at least I can say they've been satisfactory. I think the most you can expect these days from a webhost is good uptime and a correctly configured server. With everything else, you're pretty much on your own. __________________ Webair Hosting I use and recommend Webair for hosting. Last edited by SomeCreep; 07-02-2003 at 05:04 PM..

07-02-2003, 05:02 PM	#29
SomeCreep :glugglug Join Date: Mar 2003 Location: Where the Wild Things Are Posts: 26,118	dupe __________________ Webair Hosting I use and recommend Webair for hosting.

07-02-2003, 05:04 PM	#30
sexeducation So Fucking Banned Join Date: Jun 2003 Location: Calgary - Alberta - Canada Posts: 7,315	there is no such thing as "lifetime" or "unlimited" ... if you buy such a farce ... you get what you buy ... RackShack.net and iServer.com have been the best hosting companies I have ever delt with ... Hands down ... And trust me ... I have tested MANY over the years ... What you have to realize about RackShack.net is that their tech support works REMOTELY ... all online ... RackShack is NOT for newbies ...

07-02-2003, 06:51 PM	#31
Carrie Confirmed User Join Date: Apr 2002 Location: Virgin - nee Posts: 3,162	1. Their tech support does NOT work remotely. All folks who are there are in-house. 2. Rackshack does not give refunds - ever. For any reason. It's in the TOS and AUP that you have to agree to when you sign up. I've been there for years and I've seen times when someone genuinely deserved a refund, but they stick to their rules - no refunds. 3. Rowan, these are the people you need to contact. CC all of them with a POLITE letter clearly stating the details of what has happened and giving a link to your graph screencap: Patrick [email protected] Sen. Sys. Admin Mario [email protected] Customer Service Manager Greg [email protected] Support Team Manager Robert [email protected] Rackshack CEO Don't get mad or abusive in the letter. This is the first time these four fellows have heard of you and your problem. Don't threaten to leave, but tell them that from the referrals you honestly expected better service than this. Give them the opportunity to make things right, and they will. It might take repeating yourself over and over, but they will make it right. I recently had a problem that caused a 5-page thread in the forums and got Patrick to acquiesce and agree to re-do the hard drive images so that when the box goes online, everything is shut down except for SSH; and when a box is restored, not only is everything shut down but SSH, but only you from your specific IP can access the box - thus giving you an opportunity to clamp down security in case you have someone trying their best to crack in once the box comes back online. It was a great step forward. Just stop dealing with the techs, and instead take it to the guys who actually have the power to get things done.

07-02-2003, 06:56 PM	#32
Carrie Confirmed User Join Date: Apr 2002 Location: Virgin - nee Posts: 3,162	PS - If you're going to post your problem to a forum, GFY isn't the place to do it. Nothing is going to get done about it over here. Instead, post your issue in the Rackshack forums, where the actual Rackshack people will see the problems you're having. PPS - Make sure to include your RS-XXXXX number and IP address of the server in the email you send so they can look it up immediately without having to write back and ask you for it.

07-02-2003, 07:18 PM	#33
Dusen Confirmed User Join Date: Aug 2002 Location: East Coast. Posts: 2,251	I remember some time ago on another board I posted how I wasn't happy with rackshack due to small 10-15 min network outages on my server, and I moved to another provider. Simple statement, no attacking no nothing. Then about 3 people jumped down my throat supporting rackshack saying I "just didn't know how to admin a server", "Why woudln't you hire someone that knew Unix, etc". "The network hasn't had downtime in 2 years". That's odd, my MRTG looked like a square wave some days. It was reasons like this that I left. Nothing against them - $1 setup and 700gb a month for $99? That's amazing. Great pricing. But somewhere along the line, I got tired of these small issues that come with going with the cheapest host. Assess what your needs are, and buy based on that. That's my new motto. I dunno, that's my rant. __________________ Penis Pill Sponsor List and Reviews: http://www.pillsponsors.com

07-02-2003, 07:49 PM	#34
SBJ So Fucking Fabulous Industry Role: Join Date: Apr 2003 Location: Indiana Posts: 11,355	yeah I've heard too many horror stories about RackShack so I moved to Phatservers.com last month when my Tera-byte server was too small and they are great to work with and even the simple dumb questions I've thrown at them at 3AM are answered in 5-10min.

07-03-2003, 02:47 AM	#36
Carrie Confirmed User Join Date: Apr 2002 Location: Virgin - nee Posts: 3,162	I know what ya mean, Rowan. I was at that point less than a month ago (got unplugged three times and restored twice within 2 weeks) but finally got it all resolved (I hope). Best of luck with the big guys. ;)

07-03-2003, 03:19 AM	#37
Hansm Confirmed User Join Date: Jun 2002 Posts: 871	rackshack is busy, they did fucking sell 1800 servers the last week, what do you think, that they can answer a ticket in 1 minute, normal they are really fast, im having 9 servers already for 29 months with rackshack and i will never leave them. i did read a post from a guy who had problems and rackshack did tell to configure apache, yes configure apache, they are not configured and 40GB traffic a day with apache is really much and you server can die dailly if you didt configure apache good. i never had problems with rackshack because i know what im doing on my servers and im configuring them good.

07-03-2003, 06:52 PM	#39
assneck Confirmed User Join Date: Aug 2001 Location: seattle, wa Posts: 220	__________________ Ultimate Topsite System

07-04-2003, 09:20 AM	#40
rpet Confirmed User Join Date: Sep 2002 Location: New York Posts: 537	After all the comotion I have to tell you guys.. after emailing the head guys just yesterday... I got a service credit for the month of june because of my problems... So I take back all the bad stuff about their customer support.. they actual gave me a credit for my june hosting... One. Rpet __________________ sig too big

07-04-2003, 09:22 AM	#41
ry0t So Fucking Banned Industry Role: Join Date: Feb 2003 Location: Boston Posts: 4,160	rackshack sucks yeah.

07-05-2003, 12:15 PM	#42
fris Too lazy to set a custom title Industry Role: Join Date: Aug 2002 Posts: 54,563	i remember when i bought a dedicated server from them, they didnt have my bandwidth monitoring setup correctly, so it wasnt tracking right, so i couldnt tell what my limit was at, it was at 45 gigs then all of a sudden on the last day they added 1000 gigs, they told me i owed all of this $$ cause of their mistake, i went on chat support, they wouldnt help me. anyways. just my thoughts. __________________ Since 1999: 69 Adult Industry awards for Best Hosting Company and professional excellence. my contact: fris at fris.net

07-05-2003, 12:32 PM	#45
easyjesus Confirmed User Join Date: Mar 2002 Location: Ft Worth TX Posts: 291	RackShack has been good to me, for over a year now. I just ordered my second server with them, had a few small problems and they helped me with them 100%. AS someone posted previously, they sold over 1800 servers last week, they have over 10K total servers. With anything in life, there are gonna be problems, you get what you pay for, and I tell you this... Someone oughta lock me up cause I'm stealing $$ from them! P4 2Ghz, 512RAM, 80GB HD, CPanel + 700Gigs of Transfer = $139 a month! __________________ Loved By Some, Hated By Most.... <a href="http://www.unclejimsporn.com">http://www.unclejimsporn.com</a> <a href="http://www.cousindirty.com">http://www.cousindirty.com</a> <a href="http://www.drunkspringbreakchics.com">http://www.drunkspringbreakchics.com</a>

07-05-2003, 06:56 PM	#47
VirtuMike Confirmed User Join Date: May 2002 Location: Seat 1A Posts: 2,483	Want some advice? THROW IT AWAY. We had rackshack for a while, we had major problems with their facility and support. I've had many many hosts in the eight years VirtuCon has in operation, and I can tell you that Rackshack is THE WORST provider we have ever had. I moved to Webair about a month ago. Smooth sailing. If your connectivity is important to you, GET OUT. If it's not, you may not really be in business after all. Rackshack's poor performance has cost us many thousands of dollars. Their additude towards you the customer is substandard. If you want to continue with them, good luck. Otherwise, throw a dart and pick any other provider, you can't do worse. __________________ Host it in AMSTERDAM at EUROTIVITY! - We also offer BACKUP SERVICES! XYZZY4L

07-05-2003, 07:10 PM	#48
AlanM Confirmed User Join Date: May 2003 Location: In front of monitors Posts: 245	My last ticket was resolved in a 10 minutes and during the last 6 six months we only had a few small problems mostly by our own mistakes. I love RackShack and at the same time a have a very negative experience with WebAir in virtual although it was a couple of years ago.