123com.org/imaginelayer.com permanent problems [merged]

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Posted by Master Bo, 09-26-2012, 12:40 PM
I suppose I am not the only one customer of 123com.org/imaginelayer.com that suffers from yet another movement/rebranding/whatever the plague is named at the moment.

In short: VPS is dead, client area doesn't let me in. Emailing support@ address works, thanks to whoever keeps it working.

I'm just feeling my mundane problems are set aside, until the perturbation are over. I do not cancel the service since a) there's not much to lose anyway and b) I am eager to know whether the hosting gets alive, stable and user-friendly again - 2-3 weeks of VPS uptime could be a wonder.

I do not know whether the situation can be named outage, but to me it is. Please move the thread if it's in a wrong place.
Posted by natostanco, 09-26-2012, 12:55 PM
What happened to 123com.org? VPS died point-blank and can't turn it on, IP of serial console/VNC is dead, can't access billing, support forum is empty and outdated and without answers to tickets, no news in days and half of the website is broken, tried to contact them many times but zero answers...anyone uses their services?
Posted by Master Bo, 09-26-2012, 02:00 PM

Quote:

Originally Posted by natostanco

What happened to 123com.org? VPS died point-blank and can't turn it on, IP of serial console/VNC is dead, can't access billing, support forum is empty and outdated and without answers to tickets, no news in days and half of the website is broken, tried to contact them many times but zero answers...anyone uses their services?

Contact them by email (~~I'll send it by PM~~), support at imaginelayer dot com (I can't send you PMs). They do respond.

But be ready to send them your client area email/password by email to prove you are indeed their customer.
Posted by SolaDrive, 09-26-2012, 02:34 PM
Maybe they just upped and left? Its very unforunate but I have seen hosts do it plenty of times. Best you can do is try to contact them via whois info on their domain and wait. Until then, you may want to find a new home..

Best of luck to you!
Posted by SeriesN, 09-26-2012, 02:42 PM
Site is loading fine, can access helpdesk (remove ssl). Try once again.
Posted by Master Bo, 09-26-2012, 02:52 PM

Quote:

Originally Posted by SeriesN

Site is loading fine, can access helpdesk (remove ssl). Try once again.

Thanks for the suggestion. The HTTP version of it loads.

All attempts to post a support ticket end in smoke - I am redirected to their new helpdesk, which doesn't accept any of my credentials.

Quote:

Originally Posted by SolaDrive

Maybe they just upped and left? Its very unforunate but I have seen hosts do it plenty of times. Best you can do is try to contact them via whois info on their domain and wait. Until then, you may want to find a new home..

I do not think they will be gone. But their helpdesk is a terrible mess.

In any case
- they were not among my active VPS providers - they were being tested
- I always keep a spare VPS for every VPS I put to real-life use, just in case something like that happens

So I haven't lost anything. Thanks for kind words, of course.
Posted by kpmedia, 09-26-2012, 05:53 PM
Backup your stuff.
Take incidents like this as a warning.
Posted by Master Bo, 09-26-2012, 07:33 PM

Quote:

Originally Posted by kpmedia

Backup your stuff.

Of course. But it was a backup VPS candidate, in fact - blank and ready to host sites. So nothing is lost.

Quote:

Originally Posted by kpmedia

Take incidents like this as a warning.

Of course.

Update: after the support staff requested my email/VPS IP/whatever (I was told all the nodes are working fine - except for my VPS, it seems), no response from them whatsoever.

Sapienti sat.
Posted by swsnyder, 09-27-2012, 10:42 AM
> I was told all the nodes are working fine - except for my VPS, it seems

No, it is not just you.

I've got 2 VPSs on node KVUS04, both have been down for over 2 days. Those who follow the (mis)fortunes of 123COM will recognise node KVUS04 as the "fix" for the recent multi-week downtime on KVUS03.

Naturally there is no notification or explanation or estimate of problem resolution from 123COM, or from imagineLayer.
Posted by Master Bo, 09-27-2012, 12:27 PM
I sympathize with you.

OK, it seems the right time to consider them as good as gone and stop dedicating time to this problem.
Posted by natostanco, 09-27-2012, 12:54 PM

Quote:

We have noted an issue with some IP's routing to the KVUS04 node, and have a ticket raised with our datacenter.

This is the reply I got, yesterday! and it hasn't been fixed yet, already 2 days of downtime...whatever.
Posted by cosmicgate, 09-28-2012, 08:57 AM
Same here.it's down for me at kvus04 as well
Posted by cosmicgate, 09-28-2012, 08:59 AM
It would be nice if they just let us know what's wrong instead of leaving us hanging out of nowhere
Posted by Master Bo, 09-28-2012, 09:49 AM

Quote:

Originally Posted by cosmicgate

It would be nice if they just let us know what's wrong instead of leaving us hanging out of nowhere

I send them emails daily - if there's a response, I'll make a note here.
Posted by swsnyder, 10-01-2012, 09:43 AM
I see a lot of views for this thread, so I will update for those lurking:

Yes, KVUS04 is still down.

No, there has been no communication from 123COM regarding the down time.
Posted by cosmicgate, 10-02-2012, 11:07 AM
this is outrageous. There is no word from them at all so i guess they have been suspended for no payment to the datacenter. Meanwhile their website is still up and accepting customers? what is this?
Posted by Taylor - Megahertz H, 10-02-2012, 11:27 AM
Hope the problem is resolved soon, and with a good explanation.
Posted by Master Bo, 10-02-2012, 11:35 AM

Quote:

Originally Posted by chackonman

Hope the problem is resolved soon, and with a good explanation.

I think no explanation is already necessary.
When all the provider's staff goes silent and doesn't react to any inquires on any media - it can mean the only thing, I suppose.
Posted by Taylor - Megahertz H, 10-02-2012, 11:38 AM

Quote:

Originally Posted by Master Bo

I think no explanation is already necessary.
When all the provider's staff goes silent and doesn't react to any inquires on any media - it can mean the only thing, I suppose.

Yes this is extremely unfortunate, if this is a pack up and run i wonder the reason behind it is.
Posted by Master Bo, 10-02-2012, 11:52 AM

Quote:

Originally Posted by chackonman

Yes this is extremely unfortunate, if this is a pack up and run i wonder the reason behind it is.

Who knows? Everything was sane enough, until they started to disappear from communication.

Visit their site, it leaves a bizarre impression, taking into account the last events. I especially like the two words in the lower right corner on the main page.
Posted by cosmicgate, 10-03-2012, 05:03 AM
is anyone filling a paypal dispute on this?
Posted by Master Bo, 10-03-2012, 12:24 PM
TWIMC: I've received a message from management@ address of 123com.org, starting with

Quote:

This message is only relevant to you if you have experienced a problem with seeing your invoices become marked as "paid" following PayPal transactions.

Looks like the management thinks everything's OK.
Posted by Master Bo, 10-03-2012, 01:20 PM
TWIMC: after I replied to the above message, I was contacted by Leyton Reed and he's promised to take care of current situation with all the issues I have.

I'll post the results summary and suggest everyone who's not abandoned all hope in getting in contact with 123com.org to email at the mentioned address.

Good luck.
Posted by ezek, 10-03-2012, 04:53 PM

Quote:

Originally Posted by Master Bo

Contact them by email (~~I'll send it by PM~~), support at imaginelayer dot com (I can't send you PMs). They do respond.

But be ready to send them your client area email/password by email to prove you are indeed their customer.

Why would you have to do that? If you are they're customer shouldn't they know this without having to provide them private-information? I also find it sketchy that, if they're answering under a different name and system, but won't answer under the previous name and support system? I find that odd. Without any notification too contact them at that address prior to this happen, or even following after situations happen, as according to other members post, it don't seem this customer is the only one.

I would suggest, and hope you have a backup backed up some where safe, and migrate to a new provider if that is the case as to me personally, would raise a red-flag for me.

I wish the best for you, and the other customers affected and hope it's just a ms-understanding, (hopefully).
Posted by Master Bo, 10-03-2012, 07:38 PM

Quote:

Originally Posted by ezek

I would suggest, and hope you have a backup backed up some where safe, and migrate to a new provider if that is the case as to me personally, would raise a red-flag for me.

JFYI, the moment a hosting provider ceases to communicate for no serious reason and/or allows significant outage without keeping me updated on what's going on, it's already flagged to me.

When my VPS at them expires, it just expires, thus ending my experience with them. Nothing (I mean data on VPS) has been lost anyway.
Posted by cosmicgate, 10-04-2012, 08:47 PM
Sadly I paid yearly.the vps is still down with no ticket reply.
Posted by natostanco, 10-05-2012, 03:04 AM
My vps went online a few days a go, too bad it has no net connection, making it completely useless.
Posted by Myelin, 12-05-2012, 01:22 PM
Hello what is happening?

The VPS is down since 1 day and i made a support ticket to imaginelayer and they now have a status update:

Quote:

Due to the number of 123COM related tickets we have been receiving, we feel it is appropriate to post an announcement to inform you that imagineLayer does not support or provide services to 123COM clients. The company is under new management, but is currently in the redirect stage while we swap our email addresses over.

We are only CC'ed into 123com.org's emails, which is why you are not receiving any replied on the imagineLayer help desk. If you are not receiving a reply from 123COM, please feel free to email Mark on management@123com.org. Obviously, if you are unhappy with your service there, feel free to contact imagineLayer Sales to arrange an alternative solution.

As a note, your tickets will be closed out by the end of today.

imagineLayer Management

I am still on 3rd month and i paid for 12 months!
Posted by Master Bo, 12-05-2012, 11:33 PM

Quote:

Originally Posted by Myelin

Hello what is happening?

To me it means 123com.org/imaginelayer.com/imagine.la/whatever aren't reliable.

I had a VPS at 123com.org. They have added compensations to the balance for downtimes/whatever, during the passed year. Finally, I ended up with balance worth 3 months of payment, VPS running but not accessible, billing panel not accessible and 123com.org ignoring my support requests (I confirm I didn't call them by phone, but I wouldn't in any case - I always prefer email/IM).

Several weeks ago, when I asked ImagineLayer support to remove the 123com.org VPS of mine (there was 'late payment fee' charged - charged for VPS I can't pay for and I can't access for many months already) - I was offered a test drive of their beta services at ImagineLayer, as a compensation of some kind.

That's the end of story, actually. No more news from them. imagine.la doesn't respond to requests about 123com.org, none of their promises are fulfilled, all I have - invoice for late payment.

Sapienti sat. Make your conclusions. As for me, I simply ignore this company, whatever name it would choose in the future. I can't trust them.

Update. I looked at their new site (in .la). I would suggest changing their motto a bit: replace "soar" with "sob". My apologies, if I hurt anyone's senses.
Posted by blauert, 12-06-2012, 03:08 AM
well i am another victim of 123com_org/imaginelayer_com/imagine_la

downtime: 3 days now.
luckily i only had a small vps.
and only 3 monthes left.

they are fraudulent!

the adresses are changing as well
maybe he moved, maybe he is a fraud.

first it was:
Unit 6B
Walden Road Sewards End
Saffron Walden
Essex,CB10 2LF

now it is:
Unit 9
Thaxted Road
Saffron Walden
Essex,CB11 3AA
Posted by imagineLayer, 12-06-2012, 01:42 PM
Hello All,

I can see that there is some confusion here, and we are trying to clear this up with everyone who has contacted us.

imagineLayer is not 123COM, nor the other way around.

While some of our staff did used to be involved with 123COM, it is now under new management, as we dedicated our time to the newly invested imagineLayer.

I can appreciate that there have been problems with 123COM down the road, and that is why we wanted to develop a highly stable, highly supported platform for imagineLayer. As part of our agreement with investors, we could not continue to run or support 123COM - or risk being declined the investment opportunity.

We placed our trust in a new team of management to take over 123COM. It seems that they are now experiencing issues, however that is not something we have the information to comment on, nor the access to their systems/servers/staff to confirm or support you with.

I can only apologise if there was a lack of communication of this, and we are doing our best to flag individual problems over to 123COM as well as your emails.

Where we currently stand is a position of the only link to 123COM remaining being the copying into emails, and redirection of the root 123COM URL. This is part of the contract we agreed to ensure that anyone wishing to contact imagineLayer staff through their legacy email address, can still update their contact records.

As we can't support 123COM issues, but emails to support@123com.org go to our helpdesk as well as to 123COM, we are simply cleaning out the tickets on our end and emailing out to avoid confusion.

I understand why we have been affiliated in this thread, though there is very little we can do to support you, and it is not our support which is failing to meet your needs.

I trust that this clears up any misconception or confusion at the situation, but to put it simply, 123COM is not under our control or management.

Kind Regards,
Ryan Pannell
Posted by Myelin, 12-06-2012, 01:54 PM

Quote:

Originally Posted by imagineLayer

I can only apologise if there was a lack of communication of this, and we are doing our best to flag individual problems over to 123COM as well as your emails.

Than why a sudden move was taken. Why was everything not planned ahead?

It has been 2 days now and not a single response from so called 123com.org new management.

Also who has given permission that our emails be disclosed to a new company?

123com.org should come up and explain what the situation is and whether we would be able to recover our data or not? I have around 40GB of data on 123com.org VPS and i am unable to access it.

From all the previous posts it has been implied that 123com.org will merge into imaginelayer but now you are saying that you have absorbed 123com.org!!!
Posted by imagineLayer, 12-06-2012, 02:04 PM

Quote:

Originally Posted by Myelin

Than why a sudden move was taken. Why was everything not planned ahead?

It has been 2 days now and not a single response from so called 123com.org new management.

Also who has given permission that our emails be disclosed to a new company?

123com.org should come up and explain what the situation is and whether we would be able to recover our data or not? I have around 40GB of data on 123com.org VPS and i am unable to access it.

From all the previous posts it has been implied that 123com.org will merge into imaginelayer but now you are saying that you have absorbed 123com.org!!!

Hi there,

It was certainly not a sudden move, it was one of planning and forethought - however, in order to achieve what we wanted, and gain the capital we needed, the choice was made in favor of imagineLayer.

Our original plan was completely to merge the two together, however under the stipulation of our investors, we could not do that - so our next best option was to find someone else to take over the company.

It is the responsibility of the receiving party to inform clients, at their discretion of the takeover. Data remained intact in a secure manner, and security procedures have been complied with to ensure that all data remains protected - all in accordance with the DPA.

I agree, 123COM should come here and explain the reason for any issues you're having - but that's not something I can influence.

Anyway - I have explained the situation clearly, and am doing all I can to try and help - but unresponsiveness is unresponsiveness no matter who attempts it.

Once again, I do apologise - and I'll be stepping out of this thread now I've cleared any confusion.

Thanks.
Posted by blauert, 12-06-2012, 02:27 PM

Quote:

Originally Posted by imagineLayer

Hello All,

I can see that there is some confusion here, and we are trying to clear this up with everyone who has contacted us.

imagineLayer is not 123COM, nor the other way around.

oh really?
rebranding sounds like rebranding...

Sunday, 29th July 2012

Exciting changes at 123COM.

Dear myname myfamilyname,

Over the last few months we have been working tirelessly on improving our infrastructure, with new hardware coming in to strategically refresh our servers, as well as optimisations and improvements being made to our networks - we are very excited to announce a few of the other changes coming very soon.

The largest change, by far, is our rebranding plan - which we are close to completing and pushing live. The story behind this is that we sat the team down to discuss branding and marketing strategies, to give 123COM a little bit of a refresher - and after 5 years, we struggled to find a new idea to go with. After much deliberation we started to experiment with other possible brand names - and came across one we really felt passionate about. imagineLayer.

So, if all goes to plan, within the next couple of months we will slowly begin the transition to the imagineLayer brand, which holds a site for each product: imagineVPS, imagineWWW, imagineServers and soon imagineCloud. Each product will be advertised and sold under its own domain name (eg: VPS's on imagineVPS.com), and all will be encompassed by imagineLayer, which will hold the billing and support desk, as well as status updates and other important information.

This is your advance warning that we will be beginning the transition from '123COM' to 'imagineLayer' soon - we hope that you're as excited about the changes we're introducing as we are!

On one other note, we will, as part of the change, be moving things around on our site - as is to be expected with a new domain name. So, things like support and billing will change location (and in some cases, will use different software) - but we will keep you fully updated through email, and by providing clear information on each redirected page.

This rebranding gives us a chance to reinvent ourselves to adapt to our ever-growing and changing markets, a prime example being some of the software changes we will be making are to suit you better as a consumer - and aid our staff in managing and supporting your account more efficiently.

We will be posting more updates soon, so please keep an eye on our email notifications - and if you have any queries, feel free to contact us by any of the usual means:

Email: management_123com_org
Phone: 0844 686 9852

Regards,

123COM

www_123com_org
Posted by imagineLayer, 12-06-2012, 02:30 PM
I appreciate you quoting our own emails back at us.

The situation has changed since this email was dispatched.

I do empathize with your situation - however I cannot physically help, and looping on this conversation isn't getting anyone anywhere.

Thanks.
Posted by blauert, 12-06-2012, 02:34 PM

Quote:

Originally Posted by imagineLayer

I appreciate you quoting our own emails back at us.

The situation has changed since this email was dispatched.

I do empathize with your situation - however I cannot physically help, and looping on this conversation isn't getting anyone anywhere.

Thanks.

rebranding is rebranding.

the persons behind that are the same.

and someone is reluctant to feel responsible. i am suggesting: you are.
have fun with a bad image-wise step into your "new" company.
Posted by NHRoel, 12-06-2012, 02:37 PM
Since it was not rebranded, why does 123com redirect to imagine layer?
Posted by imagineLayer, 12-06-2012, 02:39 PM

Quote:

Originally Posted by blauert

rebranding is rebranding.

the persons behind that are the same.

and someone is reluctant to feel responsible. i am suggesting: you are.
have fun with a bad image-wise step into your "new" company.

Re-branding is not re-branding when the companies split and one is taken over.

While I am sure that having someone to actively blame is a way for you to vent off steam, but posting wild accusations and diverting blame to innocent parties.

I wish you all the best, I will not respond to provocation or accusation.
Posted by blauert, 12-06-2012, 02:39 PM
oh, and you owe me money or a functioning vps.

since you dont feel like fixing your mess - where is my money?
Posted by blauert, 12-06-2012, 02:43 PM

Quote:

Originally Posted by imagineLayer

Re-branding is not re-branding when the companies split and one is taken over.

While I am sure that having someone to actively blame is a way for you to vent off steam, but posting wild accusations and diverting blame to innocent parties.

I wish you all the best, I will not respond to provocation or accusation.

what "split" ?

the money you took from me was taken over by imaginelayer?
and the service you owe to ppl is left alone in the dark?

did i get that right?
Posted by imagineLayer, 12-06-2012, 02:45 PM

Quote:

Originally Posted by elroel

Since it was not rebranded, why does 123com redirect to imagine layer?

I did explain that in the post above - it is par of an agreement between us and the new management that we would receive copied emails and domain redirection of the root website for a short period of time. You'll note that only the 123com.org domain is being redirected, not any of the others.

All assets and funds of 123COM remain with 123COM.
Posted by blauert, 12-06-2012, 02:48 PM
i think i will have a look on this page the next few days....
www_bis_gov_uk/policies/business-law/criminal-investigations/how-to-make-a-complaint
Posted by blauert, 12-06-2012, 02:51 PM

Quote:

Originally Posted by imagineLayer

I did explain that in the post above - it is par of an agreement between us and the new management that we would receive copied emails and domain redirection of the root website for a short period of time. You'll note that only the 123com.org domain is being redirected, not any of the others.

All assets and funds of 123COM remain with 123COM.

sounds even more fraudulent.

when everything stays at 123com - why would there be any need to give you a copy of all the user data?
Posted by blauert, 12-06-2012, 02:56 PM
fraudulentLayer some might suggest

create a company - run it like ****, harvest the $$$, let it die, create a new company, lure old customers to the new company - rinse and repeat.

that is what it feels like.
Posted by imagineLayer, 12-06-2012, 02:57 PM

Quote:

Originally Posted by blauert

why would there be any need to give you a copy of all the user data?

Where are we getting a copy of the user data? This was not specified anywhere this thread or any communication.

This is completely not the case, and it completely unfounded.

Once again, I will be unsubscribing here and signing out - there is no need for this bombardment of conjecture being used to pass the blame of 123COM's ongoing issues onto imagineLayer.

These issues are not related. If you have any further concerns, feel free to contact our management at any time on management@imagine.la.

I wish you the best of luck, and pleasant day.
Posted by blauert, 12-06-2012, 03:03 PM

Quote:

Originally Posted by imagineLayer

Where are we getting a copy of the user data? This was not specified anywhere this thread or any communication.

here:

Quote:

Originally Posted by imagineLayer

Where we currently stand is a position of the only link to 123COM remaining being the copying into emails, and redirection of the root 123COM URL. This is part of the contract we agreed to ensure that anyone wishing to contact imagineLayer staff through their legacy email address, can still update their contact records.

Quote:

Originally Posted by imagineLayer

This is completely not the case, and it completely unfounded.

Once again, I will be unsubscribing here and signing out - there is no need for this bombardment of conjecture being used to pass the blame of 123COM's ongoing issues onto imagineLayer.

These issues are not related. If you have any further concerns, feel free to contact our management at any time on management@imagine.la.

I wish you the best of luck, and pleasant day.

"I wish you the best of luck" yeah, like you guys care. no matter what persona you are hiding behind.
Posted by Myelin, 12-06-2012, 03:29 PM

Quote:

Originally Posted by blauert

i think i will have a look on this page the next few days....
www_bis_gov_uk/policies/business-law/criminal-investigations/how-to-make-a-complaint

+1

Agreed.
Posted by cosmicgate, 12-06-2012, 07:23 PM
123com or imaginelayer do you think this is a joke? you ran away with our money and as such you're still 123com to us. If you were serious about it you would have came up with an explanation 4 months ago not now.