Anyone else in Burst LA VPS down?

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Posted by AmyJo78, 07-13-2011, 12:12 AM
Trying a traceroute to 184.82.236.240,

drops off somewhere within their network:
15 xe0-02.gwy02.laca02.hostnoc.net (64.120.243.138) 107.045 ms 107.282 ms 109.792 ms
16 ec0-64.1a0301.laca02.hostnoc.net (64.120.243.58) 108.046 ms 131.809 ms 111.419 ms
17 * * *
18 * * *
19 * * *
20 * * *
Posted by HostPair, 07-13-2011, 12:26 AM
All of my LA vps is up. Have you contacted with Burst.net support for this issue?
Posted by AmyJo78, 07-13-2011, 01:11 AM

Quote:

Originally Posted by SoCheapHost

All of my LA vps is up. Have you contacted with Burst.net support for this issue?

No in my experience its less of a headache to just see if they resolve on their own.

Just for kicks can you try a traceroute from one of your LA VPS and post?
Posted by BurstNET, 07-13-2011, 01:36 AM
There are no technical issues currently in our LA location.
This problem is specific to your VPS.
Contact your reseller, they are aware why your service is not reachable, as only they can correct this matter.
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Posted by AmyJo78, 07-13-2011, 01:52 AM

Quote:

Originally Posted by BurstNET

There are no technical issues currently in our LA location.
This problem is specific to your VPS.
Contact your reseller, they are aware why your service is not reachable, as only they can correct this matter.
.
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Well if there's no technical issues in your LA location why is this VPS down?

It was purchased direct from you:

We are pleased to tell you that the BurstNET® VPS you ordered has now been set up and is operational.
This email contains all the information you will need in order to begin using your account.
ACCOUNT INFORMATION
Order ID: 212079
Hosting Package: VPS #2 (Virtual Private Server) - vePortal - (LOS ANGELES, CA)
First Payment Amount: $74.63 USD
Recurring Amount: $74.63 USD
Billing Cycle: Annually
Next Due Date: 03/03/2012
Posted by AmyJo78, 07-13-2011, 01:55 AM

Quote:

Originally Posted by BurstNET

There are no technical issues currently in our LA location.
This problem is specific to your VPS.
Contact your reseller, they are aware why your service is not reachable, as only they can correct this matter.
.
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Traceroute from network-tools.com in dallas is also dropping at the same point.
TraceRoute to 184.82.236.240

Hop (ms) (ms) (ms) IP Address Host name
1 0 0 0 206.123.64.154 -
2 0 0 0 64.124.196.225 xe-4-2-0.er2.dfw2.us.above.net
3 5 1 0 64.125.13.110 above-pccw-2.dfw2.us.net
4 35 35 36 63.218.42.102 burstnet.tenge11-1.br01.lax05.pccwbtn.net
5 36 36 37 64.120.243.58 ec0-64.1a0301.laca02.hostnoc.net
6 Timed out Timed out Timed out -
7 Timed out Timed out Timed out -
8 Timed out Timed out Timed out -
9 Timed out Timed out Timed out -

Trace aborted.
Posted by BurstNET, 07-13-2011, 02:04 AM
No one is saying that VPS is not down, it absolutely is down, because it is intentionally suspended.

The problem is not an issue in our LA facility, but rather a problem with the client account.
If you are the direct client that bought this service directly from us, as you claim, and not via a reseller, then you know exactly why it was suspended...don't play dumb.

If you are not the direct client, then as mentioned earlier, you need to contact your reseller.
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Posted by ohsupport, 07-13-2011, 02:06 AM
Just did a traceroute and here are the results:

17 xe0-02.gwy02.laca02.hostnoc.net (64.120.243.138) 318.422 ms 340.939 ms ec0-64.1a0301.laca02.hostnoc.net (64.120.243.58) 304.134 ms
18 ec0-64.1a0301.laca02.hostnoc.net (64.120.243.58) 314.275 ms * 317.814 ms
19 * * *
20 * * *
Posted by BurstNET, 07-13-2011, 02:08 AM

Quote:

Originally Posted by ohsupport

Just did a traceroute and here are the results:

17 xe0-02.gwy02.laca02.hostnoc.net (64.120.243.138) 318.422 ms 340.939 ms ec0-64.1a0301.laca02.hostnoc.net (64.120.243.58) 304.134 ms
18 ec0-64.1a0301.laca02.hostnoc.net (64.120.243.58) 314.275 ms * 317.814 ms
19 * * *
20 * * *

Thank you...very helpful of you to trace a VPS that is intentionally suspended to verify it is indeed suspended
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Posted by KMyers, 07-13-2011, 02:12 AM

Quote:

Originally Posted by BurstNET

Thank you...very helpful of you to trace a VPS that is intentionally suspended to verify it is indeed suspended
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I think the point Burst is trying to make is that it is SUPPOSED to be Down... Abuse I assume?
Posted by BurstNET, 07-13-2011, 02:16 AM

Quote:

Originally Posted by KDisk

I think the point Burst is trying to make is that it is SUPPOSED to be Down... Abuse I assume?

Yes, correct, it is supposed to be down.
It is not abuse related, but rather a different kind of account issue.
That should narrow it down for you a bit...

If this is indeed the direct client posting posting this thread, they have some serious kahunas to start up this thread let me tell you, based on why they are suspended.
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Posted by AmyJo78, 07-13-2011, 02:17 AM

Quote:

Originally Posted by BurstNET

Thank you...very helpful of you to trace a VPS that is intentionally suspended to verify it is indeed suspended
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Once again...

IT was purchased directly through you and paid for a year.
Posted by KMyers, 07-13-2011, 02:19 AM

Quote:

Originally Posted by AmyJo78

Once again...

IT was purchased directly through you and paid for a year.

I would assume based on this, there may have been a payment issue (Chargeback/Bounced Payment or dare I say Fraud). Of course I am sure Burst sent you the reason but I have a feeling you may need to contact your bank/paypal
Posted by AmyJo78, 07-13-2011, 02:24 AM

Quote:

Originally Posted by KDisk

I would assume based on this, there may have been a payment issue (Chargeback/Bounced Payment or dare I say Fraud). Of course I am sure Burst sent you the reason but I have a feeling you may need to contact your bank/paypal

No the issue is more likely the dispute we opened against burst for another service since their customer support is non-existant.

3 outages in less than a month and filling out their SLA credit request is just a waste of time. Not to mention getting ip blocks blacklisted by Verizon, Yahoo and other carriers.

Once you give them money they think they can do what they want. We'll see

No notice but can't say I'm surprised.
Posted by BurstNET, 07-13-2011, 02:29 AM
Oh...so now you magically know why you were suspended?
I find that interesting considering that you were sent this notice:
07/12/2011 09:33 Service Suspension Notification <-- This seems like a notice to me, contrary to you claiming no receipt of such...

Now that you have publicly released that info...I will clarify:

CHARGEBACK(s) = ACCOUNT SUSPENSION
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Posted by KMyers, 07-13-2011, 02:29 AM

Quote:

Originally Posted by AmyJo78

No the issue is more likely the dispute we opened against burst for another service since their customer support is non-existant.

3 outages in less than a month and filling out their SLA credit request is just a waste of time. Not to mention getting ip blocks blacklisted by Verizon, Yahoo and other carriers.

Once you give them money they think they can do what they want. We'll see

No notice but can't say I'm surprised.

Hello,
That would explain it. Burst does not offer Refunds (http://burst.net/policy/contract.pdf) and issuing a Chargeback is NEVER a way to try to get around a refund policy. If you did issue a chargeback, you were definitely in the wrong there.

As far as IP Blocks, it happens, there are people that abuse the network. This happened to me once on one of my management VPS's and Burst re-assigned the addresses. It took around 24 hours.

Posted by AmyJo78, 07-13-2011, 02:34 AM

Quote:

Originally Posted by BurstNET

Oh...so now you magically know why you were suspended?
I find that interesting considering taht you were sent this notice:
07/12/2011 09:33 Service Suspension Notification
Now that you have publicly released that info...I will clarify:

CHARGEBACK(s) = ACCOUNT SUSPENSION
.
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Well, idiot, you never gave notice, I paid for this and didn't expect that would be the cause. You told me to contact my reseller. I didn't dispute THIS payment, nor did I dispute any others from the past 6 months! Just the last payment for the 2 crap service you didn't provide, in your sh*t hole datacenter.

Do people even realize you run on trendnet green switches and WD green drives?
That you have a 4' fan in the middle of the wall?
How about your new UPS systems aren't enough to handle 1/2 your DC?
That your security consists of a single door non-deadbolt and anyone can come in?
Or that you had a tarp over 8 racks in the back when your ceiling had a leak for 2 months?

F*** you. Luckily I never used this vps for more than dev.
Posted by CraterHost, 07-13-2011, 02:39 AM
Wow, I really think you should be banned from this site. Pay your bills, welcome to the real world.

Quote:

Originally Posted by AmyJo78

Well, idiot, you never gave notice, I paid for this and didn't expect that would be the cause. You told me to contact my reseller. I didn't dispute THIS payment, nor did I dispute any others from the past 6 months! Just the last payment for the 2 crap service you didn't provide, in your sh*t hole datacenter.

Do people even realize you run on trendnet green switches and WD green drives?
That you have a 4' fan in the middle of the wall?
How about your new UPS systems aren't enough to handle 1/2 your DC?
That your security consists of a single door non-deadbolt and anyone can come in?
Or that you had a tarp over 8 racks in the back when your ceiling had a leak for 2 months?

F*** you. Luckily I never used this vps for more than dev.

Posted by AmyJo78, 07-13-2011, 02:44 AM

Quote:

Originally Posted by CraterHost

Wow, I really think you should be banned from this site. Pay your bills, welcome to the real world.

If I get banned for ranting the truth, so be it.

We did pay our bills until they went down 3 times and failed to offer the SLA credit they clearly list in their terms so we left and asked for the remainder of the refund and were told no, in addition to the NO for the sla.

The service they suspended was paid until March 2012 but they suspended out of spite. I'm fine with that seeing it was down just as often as the rest of their crap.
Posted by BurstNET, 07-13-2011, 02:53 AM

Quote:

Originally Posted by AmyJo78

Well, idiot, you never gave notice, I paid for this and didn't expect that would be the cause. You told me to contact my reseller. I didn't dispute THIS payment, nor did I dispute any others from the past 6 months! Just the last payment for the 2 crap service you didn't provide, in your sh*t hole datacenter.

Well, thank you, people can see you for exactly what you are now...much appreciated for you exposing your attitude here publicly. You are pretty much acting just as you acted in your support tickets, when you couldn't grasp that a gateway IP could possibly be down.

Let's see...let's address your fallacies, exaggerations, and outright lies:

Quote:

Originally Posted by AmyJo78

Do people even realize you run on trendnet green switches and WD green drives?

We publicly admitted many times that we use WD Green drives on many of our budget Dedicated Servers. We also have been purchasing other types of drives in more recent months, as clientele have been requesting we use other models, and we try to appease out client base as best we can

We also absolutely have a ton of Trendnet switches in our facility we are using. You fail to tell the whole story though, that they are used as switches for Private VLANs in between client servers, and not for the main distribution switches on our network. Funny that you were able to see those tiny little things, yet completely be oblivious to the giant Cisco 4500 distribution switches on just about every row of the facility

Quote:

Originally Posted by AmyJo78

That you have a 4' fan in the middle of the wall?

Yes, we use many different kinds of energy reduction techniques in the facility, including moving air around to different areas. We also utilize outside air economizers, exhaust blowers, hot/cold aisle areas, etc...

Quote:

Originally Posted by AmyJo78

How about your new UPS systems aren't enough to handle 1/2 your DC?

Do you have X-ray vision? Wow, amazing...
Considering that you definitely would not have had access to the power room in the facility, you have no idea what we are running for UPS systems.
If anyone would like to know, we have (2) Powerware/Eaton 275KVA UPS systems, and two GE 225KVA US systems in the facility, more than enough to handle our current server load, and then some...

Quote:

Originally Posted by AmyJo78

That your security consists of a single door non-deadbolt and anyone can come in?

So now not only are you like Superman with Xray vision, but you are also like Kitty Pryde that you can walk thru walls and doors? I count atleast two doors you must go thru to enter the entrance of the building. We are not a remotely facility, and are staffed 24/7, besides our CCTV camera security system, and such. If you want top notch security, then go pay more at a facility that offers such. We are a budget hosting company, and that means we may not employ a security guard to sit and watch TV all day in front of the building.

Quote:

Originally Posted by AmyJo78

Or that you had a tarp over 8 racks in the back when your ceiling had a leak for 2 months?

You failed to mention that we have an expansion area with construction underway with absolutely no servers in that section of the building. We are in the middle of actually cutting a huge hole in the roof building in that area, in order to install a couple packaged air conditioning units.

Quote:

Originally Posted by AmyJo78

F*** you. Luckily I never used this vps for more than dev.

Thank you...much appreciated that you are allowing readers of this to see the character of the individual we are dealing with here. You think because you asterisk something out that it is professional and permit-able?
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Posted by BurstNET, 07-13-2011, 02:57 AM

Quote:

Originally Posted by CraterHost

Wow, I really think you should be banned from this site. Pay your bills, welcome to the real world.

I don't think he needs to be banned, he just needs to act a little more professionally.
He actually did have a real problem, with a power/switch issue causing him some downtime, though not to the extent he is claiming.
However, the manner in which he conducted himself addressing our support team, was just plain unacceptable.
You can see by his tone here how he handles himself, and you can imagine that in support tickets as well then...
It really is not possible to work an issue out with clients that conduct themselves like this, and just want to yell and argue, unfortunately.
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Posted by BurstNET, 07-13-2011, 03:09 AM

Quote:

Originally Posted by AmyJo78

If I get banned for ranting the truth, so be it.
We did pay our bills until they went down 3 times and failed to offer the SLA credit they clearly list in their terms so we left and asked for the remainder of the refund and were told no, in addition to the NO for the sla.

We honor our SLA requests, IF you deserved one.
If we did not give you an SLA credit, then it was because we disagree with the outage/issues occurring, cause/fault of the issue, basis of the SLA claim, or the length of such they occurred (being within the allotted SLA limits).
We'll verify this later today, once the employee that handled your claim is back on shift.

Quote:

Originally Posted by AmyJo78

The service they suspended was paid until March 2012 but they suspended out of spite. I'm fine with that seeing it was down just as often as the rest of their crap.

Sure, make up all the lies and nonsense you want...
We both know service has been just fine on the VPS, other than the initial LA issues we had quite some time ago, that were corrected (a carrier routing issue, some abusive clientele, and a dirty fiber cross-connect...hitting us all at once). At this point it is obvious that you just want to throw punches any which way you can, regardless of truth or honesty being the case.

If you think that you can have unpaid bills for one service, chargebacks in this case making it even worse, and yet keep another service operational, you are mistaken. It does not work that way. If it did, people could not pay for service over and over again, and just order a new service to replace it every month, over and over again. Sorry, not going to happen. We have every right to suspend an entire account, for non-payment of one service. Typically we will not do that on most accounts, if it is obvious that is because of disputed invoice(s) being dealt with, as we try and be fair and reasonable. But in your case, it was obviously intentional, no intention to resolve said invoices since you issues multiple chargebacks, and treated our staff poorly. We obviously made the right decision, based on your actions in this thread.
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Posted by BurstNET_CSM, 07-13-2011, 09:20 AM
Hi,

I'd like to take a moment here and play out exactly what happened here last week that brought us to this point. I do this ~~warn~~ inform everyone about the OP:

The OP had a colo with us. I say had, because two weeks ago the OP called our DC and said he wanted to perform maintenance on his server.

What the OP did, however, was come in, take his colo, and leave. He then filed a chargeback on the colo space. He claimed in the dispute that he had trouble with IP's and that we didn't answer tickets.

The actual story is that he opened two tickets about IP's which we responded to, and then he never replied to again, and the tickets closed (He's about to lose his paypal dispute, BTW). So good luck to whomever lands this gem as a colo client.

In regards to his SLA, I will track it down this morning and see what happened because he should have received an acceptance or a rejection. No response from us is not an acceptable option. However, at this point if he is due any money back, it's simply now going to go towards his unpaid invoices and the chargeback fee.

Here's the worst of all of this: He owes us quite a bit of money. And he lives in the US. This = collections = credit report = I hope he's not planning to buy a car or house or anything that involves a credit check, as a large sum like this really affects your credit rating.

We try our best to work with clients issues, and payment problems, and technical problems. We're obviously pretty good at it as we've been here twenty years now. I'd still be willing to work this out with the OP, but his attitude and actions lead me to believe that his course of action is a rubber-stamp of things to do when you're in the wrong and don't want to admit me (Which I have now dubbed "pulling a Lyron":

Demand we cancel items for them <check>

When we respond trying to work it out, don't respond but file paypal dispute <check>

Come on WHT, spin "facts" and curse a lot. Remember, CAPS MEANS YOU'RE RIGHT <check>

So, that's where we are now. You're all informed. Let's move forward.
Posted by meowdogs, 07-13-2011, 10:25 AM
to BustNet CSM I think your reply here was more professional then the one I got.Your reps here tend to overreact and argue here as it does no good and gives bustnet a bad rep .. Clear simple response work best .. I will NOT do business with BurstNet or any BurstNet resellers because of it.
Posted by BurstNET_CSM, 07-13-2011, 11:06 AM

Quote:

Originally Posted by meowdogs

to BustNet CSM I think your reply here was more professional then the one I got.Your reps here tend to overreact and argue here as it does no good and gives bustnet a bad rep .. Clear simple response work best .. I will NOT do business with BurstNet or any BurstNet resellers because of it.

We defend ourselves. We don't just placate to people who spin stories and make stuff up. We are a group of people who are extremely dedicated to BurstNET and its customers.

When someone likes the OP goes and does something like this it's like someone attacking a family member to us. While you may see it as bullying, it's just a dedication and pride that you won't find in many places.

This goes about 10x for the BurstNET user ID here as he is the owner of the now twenty-year old BurstNET.

I have always said "the customer is NOT always right, but they are the most important thing." When someone like the OP starts doing stuff like this, it takes us away from our most important thing. We don't feel it's fair to our paying/loyal/honest customers to sit here and handhold an irate person who is not telling the truth. We leave "The Feather of Softness" for people who deserve it and have actual issues and need our help. We pull out "The Sledgehammer of Truth" for situations like this as we don't want to muck about in a point/counter-point discussion with someone who's mind is made up before they ever post here. That's time that can be spent on other customers.

But maybe you need hand-holding and be told you are right all the time. That's fine. we're not your cup-o-tea, then. But if you liekt he idea of a company that wants nothing more than to work hard to keep our customers happy, and are obviously proud of our product offering, then give us a try.

I wish you well regardless of your decision.
Posted by meowdogs, 07-13-2011, 11:31 AM
All I am saying is if you and your co works are polite and answer the questions directly - instead of going 'off' and saying contact your reseller or ... when they are aware of the issue.. all they need to reply is we are aware of the issue and are working to reslove it. simply and clear..
No attitude needed. It is true that the customer is not always right but neither is the "Provider" and a lot of us have been screwed over by provides and just want honest, fair treatment and quick answers (updates).

Also, When someone accuses your company.. You should simply state that its not true and refuse to participate in public debates which makes 'you and your company' look unprofessional. Post that you are taking the debate private. Then if and when a resolution is reach state so ..

Quote

I have always said "the customer is NOT always right, but they are the most important thing." When someone like the OP starts doing stuff like this, it takes us away from our most important thing. We don't feel it's fair to our paying/loyal/honest customers to sit here and handhold an irate person who is not telling the truth. We leave "The Feather of Softness" for people who deserve it and have actual issues and need our help. We pull out "The Sledgehammer of Truth" for situations like this as we don't want to muck about in a point/counter-point discussion with someone who's mind is made up before they ever post here. That's time that can be spent on other customers.

But maybe you need hand-holding and be told you are right all the time. That's fine. we're not your cup-o-tea, then. But if you liekt he idea of a company that wants nothing more than to work hard to keep our customers happy, and are obviously proud of our product offering, then give us a try.

I wish you well regardless of your decision.[/QUOTE]
Posted by BurstNET_CSM, 07-13-2011, 11:40 AM
What we brought to this thread is not how we approach every thread, nor how we handle tickets. Or phone calls. Sometimes we do. We know where different elements are necessary.

Just know that we're dedicated to helping you and getting your system running correctly.

I do thank you for the feedback. I constantly say I am the honey to BurstNET's vinegar... but not to him.. I don't wanna get fired.
Posted by meowdogs, 07-13-2011, 11:46 AM
I do think you handeled this one much better than the issue I had (where I felt that you insulted me) through a reseller and I will look at how you handle future issues and will reconsider BurstNet based on what I see and hear.. Have a great Day