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Follow-up to previously locked thread (bad support)


chostwales
26-04-2014, 23:17
Interestingly OVH used to be proactive. I remember about 2-3 years ago (this was 2-3 years ago remember), I remember getting into the office one morning and receiving several emails from OVH. 1st email was Hard Drive Faulty. 2nd Email, Hard Drive has been replaced 90 minutes later. That was also on a Kimsufi server!

The problem with OVH I find is:

The Network is brilliant. Servers are brilliant. Support, simply non existent and when things go wrong I end up ordering a new server, transferring the KVM images over to the new server and thats it!. Done! OVH support don't speak english at all when dealing with them out of hours which 9/10 times is when you need support!

We're i'd define a legacy customer (6-7 years now) and last august I was spooked. But now i'm really living on the edge.

Time will tell.

crowarth
26-04-2014, 01:20
in the DC i work in, if a disk goes as far as showing predicted failure, we replace it,. same even if it doesnt get that far and the customer reports issues, it'll get replaced to preserve the raid array. but then where i work we charge a lot lot more than ovh do!

raxxeh
25-04-2014, 12:19
holy mother of....

15/04/2014 11:51:57 [nsxxxxxx.ovh.net] Installation of your dedicated server 245xxx

^ os-reinstall, SSH keys NOT removed.

I placed a new ticket on

2014-04-15 13:17:13 to get the new failed hard disk replaced. In this ticket I provided full smart info (serial number, bad sectors)

Got a reply on
2014-04-15 17:57:56 - "SSH key not installed" - Thought that was odd, I never removed it. Added it in as their installer no longer does.

2014-04-16 13:22:12 Advised I would "receive more details via the ticket"

2014-04-16 17:48:35 Advised that my first ticket was correct, and the disk is faulty (no ****, OVH....)

2014-04-16 18:58:32 "intervention scheduled"

2014-04-16 19:04:55 second confirmation of my ticket from a day ago, thanks guys!

2014-04-16 19:23:00 Disk replaced (single disk only, still have a heap of other disks which will be failing over the next few weeks/months)


Now, I note all of this because in this time period more than two hours passed (right, am i insane?)

According to SLA they are in breach, according to them....

> Hello,
>
> I have checked and you aren't entitled to a commercial gesture. As our technicians have stated we cannot replace a disk if it has not yet failed. The technicians also replaced this faulty disk as quickly as they could. The only delay experienced was with the SSH key not being installed on your server.
Correct me if I'm wrong, but if the SLA says 2 hours, it's 2 hours or you do what the SLA says, which is money back, right?

Just because the worker mice in the wheel didn't run fast enough - is this my problem? sigh.

If you need more warnings about using OVH, just stay tuned! I'm sure I'll have more stories for you soon!

AndyJ
24-04-2014, 11:48
I feel your pain. My 4 servers expire in July, I doubt I will renew.

ctype_alnum
23-04-2014, 14:12
No point building all these new datacentres if you have customers with several machines just leaving and going to a competitor.

raxxeh
23-04-2014, 08:52
Man, that's a lot of legacy customers ovh has lost recently, been hearing about it here and on other forums, on a couple of IRC's as well...

I wonder if they'll attempt to get us back with enticing deals...


Can't say i'll be surprised when they continue down their anti-customer path.

crowarth
22-04-2014, 00:25
Just decided to move the bulk of my servers to online.net as well. Downsized a little to save some cash as well. Currently have two of the cheap VPS servers OVH do, one for monitoring, one for IRC stuff. Going to let my mSP expire at the end of this month. Also got the KS2G (2013) that i use for backups.

Eventually will move the stuff that's running on the two VPS servers away from OVH too. For much the same reasons that Kode stated, really. And after the debacle with the exchange 2013 billing, when i can renew that for 12 months, going to do that as well (or find another provider that does a better deal..)

rsync has saved me so much time today!

Kode
17-04-2014, 18:16
I moved to 3 x servers on online.net for a lot less than renewing 2 at ovh were going to cost and have been very happy, been there 4 months and amazingly there haven't been 6-8 changes either in price, amount of ips allowed, ip's cost x amount, now ips are free, set up costs x amount, now it costs another amount if you hop around on 1 leg for 30 mins, heres a server at a price we cant sustain so lets shut the company down for a couple of months, heres another server noone wants at a price noone wants to pay, it's quite refreshing not having to try guessing whats going to change next week

Andy
17-04-2014, 15:41
+1... People don't like change which is why a lot of people have become frustrated enough to move.

raxxeh
17-04-2014, 15:40
Quote Originally Posted by K.Kode
Oles needs to put down the crack pipe and get back to the real world.
Oles needs to stop forcing people with old servers onto new plans. that they don't want.

K.Kode
17-04-2014, 11:24
I've got servers with Hertzner, Leaseweb, Online and OVH.
When the OVH servers start having issues I just bin them off and replace at one of the above. I'd rather go through the hassle of setting up a new server than deal with the hassle of OVH "support" and their forever changing bounds of what's acceptable.

Oles needs to put down the crack pipe and get back to the real world.

Andy
16-04-2014, 22:43
I had one fail a few weeks in, but they replace it without fuss. None of the "prove it's failing" crap like with OVH. I did have h/w RAID1 though so I had a total of 8 mins downtime whilst it was replaced. This was after 1 1/2 hours waiting for it after telling them it had died. Can't moan at that really...

HDD's can and do fail. Everyone running a server should have a contingency plan for those occasions.

Criot
16-04-2014, 22:23
Quote Originally Posted by Andy
Don't rule out Hetzner either. I'm with them, fantastic so far. They even have older servers up for auction at lower prices.
Heard a lot of bad things about Hard Drives constantly failing in the auction servers, though not really surprising if they're all used.

One of the bad things about Hetzner is that they have no DDoS Protection.

Personally have had no issues with OVH and will be sticking around for a while!

Andy
16-04-2014, 21:21
Don't rule out Hetzner either. I'm with them, fantastic so far. They even have older servers up for auction at lower prices.

crowarth
16-04-2014, 21:18
i've a box with online.net, it's not bad. support is pretty snappy, no issues with the hardware, and much simpler in the grand scheme of things.

the only hangup i have is the memory, at least for running a hypervisor. other than that, no issues at all.

raxxeh
16-04-2014, 04:17
Quote Originally Posted by crowarth
And I bet for such a huge drop in bandwidth that they didn't drop the price ...
Nope.

Quote Originally Posted by Phixion
I thought they had recently given your 1.5Gbps back?

OVH need to stop moving the goalposts...

I am amazed that failing HDD's do not warrant a replacement.

Out of interest, where are you heading?
Speed was ok for a day then tanked again.

looks like online.net, their deals are better than OVH if you accept the reality that 32gb of ram isn't exactly a necessity on a server.

And they don't limit their servers yet, they appear to be full gbit even at $20eur, their network performs better than OVH with ftp transfers at 350ms as well.

Phixion
15-04-2014, 20:30
I thought they had recently given your 1.5Gbps back?

OVH need to stop moving the goalposts...

I am amazed that failing HDD's do not warrant a replacement.

Out of interest, where are you heading?

crowarth
15-04-2014, 13:45
And I bet for such a huge drop in bandwidth that they didn't drop the price ...

Andy
15-04-2014, 13:11
Good decision I think. I've never seen another host change their mind about things as much as OVH does.

raxxeh
15-04-2014, 13:05
Hey guys;

As per previous thread:

http://forum.ovh.co.uk/showthread.ph...rrible-support

I too have chosen to leave OVH.

They capped the 10gbit server I had from 10/10Gbps 40TB limit to 10/1.5Gbit unlimited. I accepted this.
Was recently capped even further to 10Gbit/500mbit, This broke the back.

Remember how I asked them to replace all the disks in the server? This is why, more disks are failing:

ID# ATTRIBUTE_NAME FLAG VALUE WORST THRESH TYPE UPDATED WHEN_FAILED RAW_VALUE
1 Raw_Read_Error_Rate 0x000f 116 099 006 Pre-fail Always - 115733224
3 Spin_Up_Time 0x0003 092 092 000 Pre-fail Always - 0
4 Start_Stop_Count 0x0032 100 100 020 Old_age Always - 21
5 Reallocated_Sector_Ct 0x0033 100 100 036 Pre-fail Always - 520
7 Seek_Error_Rate 0x000f 087 060 030 Pre-fail Always - 4900933526
9 Power_On_Hours 0x0032 084 084 000 Old_age Always - 14433

It was a good three weeks, between io stalling, I guess.

hdparm -tT /dev/sdk

/dev/sdk:
Timing cached reads: 10728 MB in 2.00 seconds = 5368.20 MB/sec
Timing buffered disk reads: 48 MB in 4.77 seconds = 10.07 MB/sec


good riddance OVH, get some goddamn support, at the very least I hope this serves as a very, very stark warning to others - think seriously about what support is actually worth to you.