Phoenixnap/Securedservers packet loss

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Posted by holyearth, 05-25-2013, 11:43 AM
High ping times, high packet loss from multiple points of presence:

PING securedservers.com (98.143.36.20) 56(84) bytes of data.
64 bytes from ss-marketing-vm.phoenixnap.com (98.143.36.20): icmp_seq=1 ttl=241
time=164 ms
64 bytes from ss-marketing-vm.phoenixnap.com (98.143.36.20): icmp_seq=2 ttl=241
time=163 ms
64 bytes from ss-marketing-vm.phoenixnap.com (98.143.36.20): icmp_seq=9 ttl=241
time=163 ms
64 bytes from ss-marketing-vm.phoenixnap.com (98.143.36.20): icmp_seq=11 ttl=241
time=163 ms
64 bytes from ss-marketing-vm.phoenixnap.com (98.143.36.20): icmp_seq=12 ttl=241
time=163 ms
^C
--- securedservers.com ping statistics ---
12 packets transmitted, 5 received, 58% packet loss, time 11918ms

Anyone else experiencing the same?
Posted by dlm7, 05-25-2013, 11:59 AM
I came here specifically to check for this. I was about to write a ticket as I didn't see a previous post. Yes I have two servers seeing between 30-40% packet loss. It's been happening for at least 30 minutes that I know of.
Posted by ttalbert7, 05-25-2013, 12:11 PM
I'm having the same issue on all 5 of my servers with them.
Posted by dlm7, 05-25-2013, 12:12 PM
OK. I hope they get this fixed soon...
Posted by holyearth, 05-25-2013, 12:28 PM
I got 4 servers with them and I am considering moving away now. They offer good value, but when a ticket response takes longer than the stated 20 minutes, a reboot takes a little over 1 hour (no console access), packet loss like today, it's time to start making plans.
Posted by holyearth, 05-25-2013, 12:29 PM
Their response:

"Thank you for your request at this time we are currently experiencing a networking issues, we are working to resolve this issue at this time.

We do not have an eta at this time as to when this issue will be fixed."
Posted by dlm7, 05-25-2013, 12:48 PM
It looks like it might be fixed over here. But it looked like that before and came back again. I guess we'll see.
Posted by holyearth, 05-25-2013, 12:50 PM
"Hello,

Thank you for your patience at this time we have resolved the networking issues

If you are still experiencing issues at this time please provided us with a trace route."

Their reply ^
Posted by TJ Waldorf, 05-25-2013, 01:43 PM
Unfortunately we were the victim of a large (30Gig+) DDoS attack on our network today. Our team quickly went into action to fully mitigate the attack, and at this time, it is completely resolved.

We take our uptime guarantee very seriously, and for anyone who experienced connectivity or packet loss issues, we will absolutely make sure you are compensated accordingly and taken care of.

Please contact me directly so I can personally oversee full resolution to problems this caused for you.

Sincerely,
TJ
tj @ phoenixnap.com
Posted by dlm7, 05-25-2013, 03:38 PM

Quote:

Originally Posted by TJ Waldorf

Unfortunately we were the victim of a large (30Gig+) DDoS attack on our network today. Our team quickly went into action to fully mitigate the attack, and at this time, it is completely resolved.

We take our uptime guarantee very seriously, and for anyone who experienced connectivity or packet loss issues, we will absolutely make sure you are compensated accordingly and taken care of.

Please contact me directly so I can personally oversee full resolution to problems this caused for you.

Sincerely,
TJ
tj @ phoenixnap.com

No problem here. 1 hour down from a DDoS isn't bad. Thanks for taking care of it and offering.
Posted by holyearth, 05-25-2013, 10:03 PM
The issue has returned:

Pinging securedservers.com [98.143.36.20] with 32 bytes of data:

Request timed out.
Request timed out.
Reply from 98.143.36.20: bytes=32 time=188ms TTL=234
Reply from 98.143.36.20: bytes=32 time=122ms TTL=234

Ping statistics for 98.143.36.20:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 122ms, Maximum = 188ms, Average = 155ms
Posted by SPINIKR-RO, 05-25-2013, 10:08 PM
Have not experienced any quality loss right now as mentioned above, both for that IP or anything else within.

Best to send in a traceroute and longer ping test.

I do see it form earlier though https://docs.google.com/file/d/0B7G8...t?usp=drivesdk (packet loss this morning)
Posted by holyearth, 05-25-2013, 10:26 PM
It's confirmed from their side...

"We have recently had some network issues again today. We have notified our Network Operations team and they are working on a resolution to this issue now."
Posted by holyearth, 05-26-2013, 12:16 PM
Ongoing....

Pinging securedservers.com [98.143.36.20] with 32 bytes of data:

Reply from 98.143.36.20: bytes=32 time=93ms TTL=234
Reply from 98.143.36.20: bytes=32 time=101ms TTL=234
Reply from 98.143.36.20: bytes=32 time=94ms TTL=234
Reply from 98.143.36.20: bytes=32 time=92ms TTL=234
Reply from 98.143.36.20: bytes=32 time=202ms TTL=234
Request timed out.
Reply from 98.143.36.20: bytes=32 time=218ms TTL=234
Request timed out.
Reply from 98.143.36.20: bytes=32 time=195ms TTL=234
Request timed out.

Ping statistics for 98.143.36.20:
Packets: Sent = 10, Received = 7, Lost = 3 (30% loss),
Approximate round trip times in milli-seconds:
Minimum = 92ms, Maximum = 218ms, Average = 142ms