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Can I ask for some advice please.


TSV
21-09-2013, 20:11
Cheers guys. It's still not working and they don't even reply to my messages now. They send an email saying it's broken and needs an intervention. After a while it responds to pings so I get an email saying the intervention has been cancelled. I've reinstalled the os 50 times or so now and it has never worked. The support staff don't care, they don't even reply to my messages now. I asked them to tell me exactly what they did during the last intervention and they've just blanked me. They know the answer 'nothing' is unacceptable so they've just blanked me. They took my money and sold me a broken server. They're incompetent or thieves or may be a mixture of the two.

rickyday
14-09-2013, 11:52
The server (KS4G) that I was having issues with has still been playing up, installed fresh new install of 2008 R2 and didn't even use it, and had an intervention, ive returned it early seeing as I now have my mSP.

My other 2 KS4Gs are fine.

TSV definitely hardware issue, I would get on the phone first thing Monday, and demand some action.

Its not fit for purpose.

macole111
14-09-2013, 10:05
It is an automated system, if it pings it is fine. You'll need to make a ticket with the information posted here. I agree it doesn't really help with intermittent issues but if a NIC or CPU or something blows then they can quickly swap in a new component even if you aren't watching the server.

-macole111

TSV
14-09-2013, 04:17
OVH via nichandle.ovh.net

03:12 (4 minutes ago)

to me
OVH.co.uk
E-Mail: customersupport@ovh.co.uk
Tel: 020 7357 6616


Dear Sir or Madam,

Our monitoring system does not detect any more defects on
your server ks3269189.kimsufi.com (ks3269189.kimsufi.com) Last defect was detected on: 2013-09-14 04:12:06

Your server does not require any type of intervention, that
is why your planned intervention has been removed from our task list.
They must be doing it deliberately, no one is this stupid. I don't need to tell you that I can't log in, it's all so predictable.

TSV
14-09-2013, 04:13
http://tinypic.com/r/scrrz5/5

Crashed again, requested my money back as it's never worked. Let's see if they return it or steal it.

TSV
14-09-2013, 01:36
Quote Originally Posted by Phixion
I think you should phone them, sadly UK support isn't open on weekends.

There is obviously something wrong with your server.

If you can, run a hardware check just so that you can tell them you've done one.
http://tinypic.com/r/v7z7fm/5

It says there is a problem accessing 2 partitions and the memory is stuck. Can someone tell me how to fix these please? Could you cc support in so they can be taught too? Someone needs to show how to do their job. Still not working and they've told me again to come on the forum. Thieves.

Phixion
13-09-2013, 23:47
I think you should phone them, sadly UK support isn't open on weekends.

There is obviously something wrong with your server.

If you can, run a hardware check just so that you can tell them you've done one.

TSV
13-09-2013, 21:36
Date: 2013-09-13 09:38:06


Dear Customer,

Our monitoring system has just detected a fault on your
server ks3269189.kimsufi.com.
The fault was noticed on 2013-09-13 09:34:11

Our team of technicians on site (operational 24h/7), have
been informed
about the fault and will intervene on your machine.
The intervention on ks3269189.kimsufi.com has been
completed.

This operation was closed at 2013-09-13 10:41:35
Incompetent amateurs. Do they have no shame? Do they not care that they are perceived as lazy, negligent fraudsters?

Outrageous customer service, the worst I've ever known and I'm with Virgin Media.

TSV
13-09-2013, 09:13
Date: 2013-09-13 09:09:53


The intervention on ks3269189.kimsufi.com has been
completed.

This operation was closed at 2013-09-13 09:09:52

Here are the details of this operation:
HARD Reboot
Date 2013-09-13 09:05:18, jeremie.nguyen made HARD Reboot:
Here are the details of the operation performed:
No information on the screen ("black screen"). No response
to keyboard.

Actions:
Restart the server hardware.

result:
Boot OK. Server can 'login'. Ping OK, services started.
I've been up all night with this, again. I'm off to bed or I'll end up going on a killing spree.

TSV
13-09-2013, 09:11
Quote Originally Posted by cartwright118
Have you given support the results? If you haven't, that's your next step. Tell them that many times you have tested you don't get full results, unknown or crashes.

Reinstalling the server isn't going to help over and over again, there is obviously a problem.
They know the problems, it's been 2 weeks. I've reinstalled the os dozens of times but it still crashes. I've told them that if the solution was a reinstallation of the os it would have been fixed weeks ago. I've pleaded with them not to just reboot it and tell me it's ok. They don't listen or care.

cartwright118
13-09-2013, 09:00
Quote Originally Posted by TSV
Most of them were command unknown, the few that did work chkdsc etc said there were no problems.






Over an hour this time before it crashed. It does it every restart. I think I know what will fix it, maybe if I reinstalled the os...
Have you given support the results? If you haven't, that's your next step. Tell them that many times you have tested you don't get full results, unknown or crashes.

Reinstalling the server isn't going to help over and over again, there is obviously a problem.

TSV
13-09-2013, 08:56
Quote Originally Posted by cartwright118
Did you run the hardware tests using rescue pro? Results?
Most of them were command unknown, the few that did work chkdsc etc said there were no problems.


Date: 2013-09-13 07:37:35


The intervention on ks3269189.kimsufi.com has been
completed.

This operation was closed at 2013-09-13 07:37:35

Here are the details of this operation:
Server check
Date 2013-09-13 06:37:43, jeremie.nguyen made Server check:
Installation OS done,
Send access codes done,
PING OK and service started.


If you need any further information regarding this
intervention, please do not hesitate to contact our
technical support.
Date: 2013-09-13 08:46:07


Dear Customer,

Our monitoring system has just detected a fault on your
server ks3269189.kimsufi.com.
The fault was noticed on 2013-09-13 08:42:11

Our team of technicians on site (operational 24h/7), have
been informed
about the fault and will intervene on your machine.

Over an hour this time before it crashed. It does it every restart. I think I know what will fix it, maybe if I reinstalled the os...

cartwright118
13-09-2013, 08:47
Did you run the hardware tests using rescue pro? Results?

TSV
13-09-2013, 06:39
You have started the ks.kimsufi.com server re-installation
on 2013-09-13 04:51:06.

The following error occurred:
- Server does not awake (BIOS has not been fixed for win?) !

To repair this error it is necessary to conduct an intervention.
It will be soon done by our technicians. You will be informed
about the beginning and ending of it. Our technician will
restart the operation.

During this intervention, the server will be running in the
mode that make any change in the manager unavailable (reboot, netboot.)
Will they intervene or reboot it and tell me it's OK?

TSV
13-09-2013, 06:21
Quote Originally Posted by DigitalDaz
I'll kiss my butt if that server has not had an intervention and is OK.
Of course the answer was no, it didn't fix it, but it did waste my time so all was not lost.

If the company cared in any way it would be fixed. They took my money in good faith and they've just blanked me. It's a disgrace and is nothing short of theft. I've been patient but there is no attempt to resolve my problems, they've got my money now and there's nothing I can do about it.

Thank God I only got a cheap one, I'd have been gutted if I'd paid a lot for it.

Beware everyone, they steal your money.

DigitalDaz
13-09-2013, 02:18
I'll kiss my butt if that server has not had an intervention and is OK.

TSV
13-09-2013, 00:17
End of a defect
Your server does not require any type of intervention, that
is why your planned intervention has been removed from our task list.
Fixed? I'll take bets. I'm just restarting it, let's see.

TSV
13-09-2013, 00:16
Quote Originally Posted by Kacotet
This. Re-installing yet another OS is a waste of time.
It comes back saying it is ok or it crashes.

I've installed another operating system today, 4 yesterday, it's crashed again as soon as it needed to reboot after installing updates. I've had an email saying it's crashed, then I'll get one saying they've fixed it and I need to reinstall the operating system again. Then it will crash, but at least support haven't had to get off their backsides for a couple of hours. It's a joke, broken promises every day.

If anyone has any bright ideas that involve reinstalling the operating system to fix it, please let me know.

I reformatted my hard drive at the weekend because support assured me the problem was at my end. It's a lot easier than them having to fix it themselves, just send me away to keep me busy for a few hours. At least I wasn't able to log on for a while and remind them that my server still doesn't work.
I've had to take out another server in the meantime elsewhere so it's not just wasting my time but costing me money too.


http://oi42.tinypic.com/sype8w.jpg
http://cubeupload.com/im/vWHJm0.png

Kacotet
12-09-2013, 13:58
Quote Originally Posted by Phixion
First thing I'd do is run a hardware check.
This. Re-installing yet another OS is a waste of time.

Phixion
11-09-2013, 22:10
First thing I'd do is run a hardware check.

rickyday
11-09-2013, 21:28
Quote Originally Posted by TSV
My God man, you're an IT genius. Just got this after another 2 hour installation There is an intervention so hopefully we're getting nearer.
Good luck, hope the issues get fixed.

TSV
11-09-2013, 21:07
Quote Originally Posted by rickyday
4G can take over an hour for Windows OS install, sometimes under 1hr (suspect the CPU and whether it is 2 or 4 threads might make a difference)

I would like to add I have had issues with installing an OS on one of my 4Gs and the error was "Bios needed update" so an intervention was started.

No idea if an intervention actually happened as I started the OS Installation straight away again and it installed that time perfectly.
My God man, you're an IT genius. Just got this after another 2 hour installation
The following error occurred:
- Server does not awake (BIOS has not been fixed for win?) !
There is an intervention so hopefully we're getting nearer.

rickyday
11-09-2013, 19:39
Quote Originally Posted by TSV
How long do os installs usually take on a 4G? I've done 2 and am on my 3rd today, 2 hours at a time it's taking. 32 mins for a reboot and an hour on configuring the settings. Please someone tell me that helps identify the problem.
4G can take over an hour for Windows OS install, sometimes under 1hr (suspect the CPU and whether it is 2 or 4 threads might make a difference)

I would like to add I have had issues with installing an OS on one of my 4Gs and the error was "Bios needed update" so an intervention was started.

No idea if an intervention actually happened as I started the OS Installation straight away again and it installed that time perfectly.

TSV
11-09-2013, 19:21
How long do os installs usually take on a 4G? I've done 2 and am on my 3rd today, 2 hours at a time it's taking. 32 mins for a reboot and an hour on configuring the settings. Please someone tell me that helps identify the problem.

Tz-OVH
11-09-2013, 13:42
Quote Originally Posted by marks
from our end, when there are issues, in many cases we cannot see where the origin of the problem is, because we cannot log into the server (you're the only who has root access into it).

So, what we probably told you is that you need to do some investigation and tests, in order to point to the issue. Reinstalling is a good way to rule out software issues and to put the hardware to test to see if it can do so without a problem. So, in your case, it seems that the server did show the problem during the reinstallation, so our engineers saw it.

For what you explain, it seems that there are more serious problems on the server. So try to reinstall the server, to make sure that it can do so flawlessly, is a good way to test the reliability of the server. Also, you have the hardware tests in rescue mode.

When the problem is solved, send us an email to customer support and we'll look into resetting the starting date of the server.
Would it not save both parties a lot of time to simply replace his server and then take your own time to figure out what's wrong with it. If nothing, put it back into the production queue after running your (what I assume are) very exhaustive tests.

AndyS
11-09-2013, 13:26
Quote Originally Posted by marks
because we cannot log into the server (you're the only who has root access into it).
Really? - http://help.ovh.co.uk/InstallOvhKey

TSV
11-09-2013, 13:00
Quote Originally Posted by marks
from our end, when there are issues, in many cases we cannot see where the origin of the problem is, because we cannot log into the server (you're the only who has root access into it).

So, what we probably told you is that you need to do some investigation and tests, in order to point to the issue. Reinstalling is a good way to rule out software issues and to put the hardware to test to see if it can do so without a problem. So, in your case, it seems that the server did show the problem during the reinstallation, so our engineers saw it.

For what you explain, it seems that there are more serious problems on the server. So try to reinstall the server, to make sure that it can do so flawlessly, is a good way to test the reliability of the server. Also, you have the hardware tests in rescue mode.

When the problem is solved, send us an email to customer support and we'll look into resetting the starting date of the server.
Cheers for that. It's down at the moment and has been for some time. I know earlier someone replaced half of my server in the hope it would work, it's a shame it didn't. At the end of the day there are always problems with all sorts of things, problems I can cope with as long as I feel it's in the process of getting resolved. No one can guarantee no problems ever, it's how you respond when you get them that tells the companies apart. Thanks for getting involved and I'll hopefully have this sorted soon.

When it's back up I'll reinstall the os again and see how we go.


Thanks

marks
11-09-2013, 12:25
from our end, when there are issues, in many cases we cannot see where the origin of the problem is, because we cannot log into the server (you're the only who has root access into it).

So, what we probably told you is that you need to do some investigation and tests, in order to point to the issue. Reinstalling is a good way to rule out software issues and to put the hardware to test to see if it can do so without a problem. So, in your case, it seems that the server did show the problem during the reinstallation, so our engineers saw it.

For what you explain, it seems that there are more serious problems on the server. So try to reinstall the server, to make sure that it can do so flawlessly, is a good way to test the reliability of the server. Also, you have the hardware tests in rescue mode.

When the problem is solved, send us an email to customer support and we'll look into resetting the starting date of the server.

TheBritoid
11-09-2013, 10:19
Have you tried doing a hardware test from rescue-mode?

TSV
11-09-2013, 09:35
Quote Originally Posted by AndyS
What OS, what is the exact issue, how are you connecting and what do you use the server for?
Well it started out as Ubuntu, it kept crashing so I installed Cloud 5, Debian, Citrix and every other operating system on the linux list. I have since installed windows server and it's still doing it.

It starts up, goes slow and then crashes. I get an email saying there is a problem and intervention is required, then I get another one saying it is resolved. I go back in and start it back up (they never start it up, if I'm not around when it crashes it gets left switched off). It then crashes again. Sometimes if I wait an hour or two it will start up again and then crash but most of the time my server goes into rescue mode and I have to use putty to get it back on and then try and install the os again. Most of the time it will crash whilst installing the operating system and I have to start again.

As for what I use it for, nothing yet. I'm trying to download the files but every time I have to install the os again they all get wiped. I've probably had no more than 20 GB in the server at any time.

AndyS
11-09-2013, 09:26
What OS, what is the exact issue, how are you connecting and what do you use the server for?

TSV
11-09-2013, 09:10
I've got a Kimsufi 4G that I have had for 2 weeks. During this time the server has never worked. I was told by Marc at OVH that the problem was definitely at my end so I spent the weekend reformatting my home PC and reinstalling my software. It didn't fix it and kept on crashing at start up.

OVH have subsequently admitted there is a problem with the server. It keeps crashing and has never worked. They say they don't do support on them so it's up to me to fix their server when I'm nowhere near it. The server was defective from the start so as you can imagine I'm quite frustrated by their server and their attitude towards problems.

Can anyone please tell me anything I could do to resolve it? Neil at OVH suggested buying another one but there's no guarantee it will work and if it doesn't they'll just steal my money again and refuse any sort of support. Anyone got any bright ideas? I've had to take out another one on a week by week basis elsewhere in the meantime so I could really do with getting it sorted ASAP.