XenSpeed.net (NL) location has been down 15 hours now

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Posted by myhken, 08-01-2012, 10:21 PM
XenSpeed.net and their Netherlands DC has been down for the last 15 hours now.
XenSpeed.net told me that it was a network issue with the DC (Rens) but the DC was here at WHT telling us that they had no problems at all.

(See whole thread here....)

But now after 15 hours, their servers is still down, they do not reply on tickets anymore, and it's going only downhill.

Only one other WHT user that has had problems today? Do they have so few customers from WHT?
Posted by domainbop, 08-02-2012, 12:31 AM

Quote:

Originally Posted by myhken

Do they have so few customers from WHT?

I'm an ex-customer...

Here's a couple of support ticket exchanges and emailed server outage announcements that explain why I'm an ex-customer:

February 11th -a server upgrade by XenSpeed results in almost 21 hours of downtime:

Quote:

Originally Posted by xenspeed February 11 2:19am emailed announcement

Due to unexpected upgrade to make the server more secure, we are complaint to restart the server and add new protection system. The whole server will effect down time for 15 minutes from the time you recieved this email...

Quote:

Originally Posted by me February 11 10:00am

We have been having problems since this upgrade was done. The VPS will run for approximately 3 minutes and then the VPS and its IP address 188.227.179.136 becomes inaccessible. We've tried rebooting the VPS from Virtualizor several times and the exact same thing happens every time: the VPS starts but then the VPS and IP address become inaccessible within 5 minutes of rebooting. The uptime graphs on the Interworx control panel we use also confirm that the VPS stops functioning within 5 minutes of rebooting the VPS. Virtualizor shows the VPS as up but it is inaccessible when this occurs until it is rebooted and then the same thing happens. This started after the upgrade this morning.

Quote:

Originally Posted by xenspeed February 11 11:28am

were working on it it will take some time we will try to compensate you after
thank you
support department

Quote:

Originally Posted by xenspeed February 11 11:45am emailed announcement

Too all UK VPS users,

We have recieved a huge attack from an unknown source. Our DC advised us to shutdown the server to protect the data contain on it. All UK VPS will be going down just to protect your data.

Quote:

Originally Posted by xenspeed February 11 12:51pm

ok am going to rebuild kernels and stop security settings
will keep you posted it might take some time
best regards
support department

Quote:

Originally Posted by xenspeed February 11 11:06PM

Hello,

We have fixed the whole node. Please try now

3 weeks later: my VPS went down on March 4th and was still down when I canceled the service on March 7th

Quote:

Originally Posted by Xenspeed March 4 3:56am emailed announcement

188.227.179.18 will be facing downtime for 24-48 hours due to server migration.
Your server data have been backup.
We will add the time and compensate for your losses.
Please corporate with us.

Regards,
XenSpeed Support Department.

Quote:

Originally Posted by March 7 1:59am -VPS is still down so I cancel the service

This email is to confirm that we have received your cancellation request for the service listed below.

Quote:

Originally Posted by Xenspeed March 7 2:31am

we have sended 2 emails regarding this before 72 hours explaining that there will be a down time of 48 hours as we had a hard failure so we needed to move
all clients to a new server and we will compensate all
best regards

support department

Posted by myhken, 08-02-2012, 12:50 AM
Thank you for the info. Going (or have) jump ship.
Posted by Ruriko, 08-02-2012, 02:58 AM
I am definitely going to move host
Posted by myhken, 08-02-2012, 07:56 AM
My servers has been down for 24 hours now, and 19 hours since last reply from support.

I'm starting to think this is the end of XenSpeed.net?
Posted by AeonCube, 08-02-2012, 08:52 AM
Not very good to wait 19 hours for a reply with a server down... Have you tried calling them?

It appears they have taken their VPS page/ordering offline on their site. Must be in a lot of trouble to do this, or they only have a couple servers running VPS's so all VPS's are effected.

Hope you guys can get your VPS back online or get your data!
Posted by myhken, 08-02-2012, 09:14 AM
No have not tried to call them. It's very expensive to call from Norway, and I don't want to use money to get BS on the phone.

I have not lost anything if my servers never get online again. Already have replaced them, and have all my files.

The last reply from support was:

Quote:

well they can say what they want if you like our service its great
you can consider it will be resolved and all will be back to normal
will keep you posted
best regards
support department

Posted by AeonCube, 08-02-2012, 09:38 AM
Good to see you at least have a copy of your files - Always important to have a local backup.

Well hopefully they can resolve the issue for you and get you back online soon!
Posted by public_html, 08-02-2012, 11:29 AM

Quote:

Originally Posted by myhken

No have not tried to call them. It's very expensive to call from Norway, and I don't want to use money to get BS on the phone.

I have not lost anything if my servers never get online again. Already have replaced them, and have all my files.

The last reply from support was:

Thats good that you have your backups.

Atleast you was not in big trouble due to data loss.
Posted by myhken, 08-02-2012, 03:28 PM
They are still down, not any reply from support last 24 hours. I don't think they are getting up again.
Posted by Rens, 08-03-2012, 08:52 AM
We have booted their servers for 24 hours so clients can download their data. After that these servers will be wiped.

To be 100% clear: we never had any issues and our reasons to suspend this client. We do not own Xenspeed, they were only buying servers from us.
Posted by jaypeesmith, 08-03-2012, 09:46 AM
Wow...I've been there before (twice, almost a third time if I hadn't jumped ship). It's good that the DC is allowing the affected to get their data.
Posted by AeonCube, 08-03-2012, 09:52 AM
That is very kind of the DC to do that, good of you to do this for the customers effected! Hopefully their customers can find a reliable provider soon to move too!
Posted by Weasel Buddha, 08-07-2012, 08:55 PM

Quote:

Originally Posted by AeonCube

That is very kind of the DC to do that, good of you to do this for the customers effected! Hopefully their customers can find a reliable provider soon to move too!

Rens runs YISP, they are our DC, and we've never had a problem with them, not a single minute of unscheduled downtime.

I recommend them.
Posted by NodeGurus, 08-08-2012, 08:14 PM
Thats great of Rens to allow access back to the servers although what about the clients which may not see this thread?

Also if your in the US location then I would suggest taking backups as a precaution.
Posted by wlsiew, 08-31-2012, 03:08 AM
My VPS in XenSpeed.net Germany location is down from Aug 26, 2012 and no reply on ticket opened until today.

My last ticket to them before the VPS down was on Aug 6, 2012 and they did replied.

Can anyone confirm their no longer in business? Their WHMCS already automatically send a new invoice and I can't cancel the service in WHMCS.