DMEHOSTING.com VPS Down

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Posted by CoishAssociates, 07-18-2009, 04:15 AM
Anyone else with DME Hosting notice their Unmanaged VPS being down? Mine has been offline and unreachable for a while now. Cannot SSH / Ping and apache is not responding. Control panel doesn't even work.

Noticed it just over three hours ago just before 1AM EST, it's now 4:09AM EST. I assumed it was my shotty wifi connection I was on at the moment, so left it for a half hour until I was on a stable connection, where I was able to confirm it was down. After trying a few more things, I submitted a support ticket, and then realized I should start monitoring the server downtime and had started doing so.

So far the "Confirm-able" downtime via binarycanary.com is hitting an hour and a half using three monitoring nodes.

Support is def. not 24/7 as claimed. Just because you can submit a support ticket 24/7 does not mean that is 24/7 support. Live chat is offline and it does not seem as if help is coming.

Thankfully I have dedicated servers for the important stuff. Wondering who else if anyone here is down as well?
Posted by qMx-TC, 07-18-2009, 04:22 AM
Try calling them on this number: 6023093658 - Got it from a simple WHOIS.

I have noticed them on DigitalPoint, and it looks like the person that posts the advertisements is now banned.

In one of their threads:
"24/7 support team to assist in any issues you may have!"

Looks like that is false.
Posted by CoishAssociates, 07-18-2009, 04:29 AM
Thanks for the number, I didn't even think of that.

It's not a critical by any means, I was using it as a tertiary name server, and the primary, secondary and quaternary name servers are online so its a non issue but very curious if anyone else here is down.

The 24/7 support is false for sure, it's pretty much the reason I am a bit disgruntled. I feel three hours wait time for a response via 24/7 support is fair enough. If you advertise something, provide it otherwise, don't claim it.
Posted by qMx-TC, 07-18-2009, 04:33 AM
No problems. I never use the phone as a method of contact to web hosts, but during the time I have been here people seem to use it.

I truly hate people that claim to have 24/7 support, but they don't.
Posted by CoishAssociates, 07-18-2009, 05:26 AM
Well it's 5:21AM EST more than four hours of downtime, this has surpassed DMEHostings 99.5% uptime guarantee and SLA. Although I only have roughly 3 hours confirmable via binary canary. I suppose DMEHosting may make a claim saying I am wrong and their monitoring services don't support my claim, at least from what I get from their SLA: http://www.dmehosting.com/BudgetServersSLA.php

I am going to bed, will have binary canary alert me when its back up and will request to cancel / refund my full months fees as I've only been with them for pretty much less then a week. Will see how it goes, otherwise, it's to alternative methods for a refund. Will update.
Posted by CoishAssociates, 07-18-2009, 05:52 AM
Some additional info, proof of a four hour request from downtime ticket (approx hour after I noticed it down) to requesting cancellation / refund. (See attached pic)

BinaryCanary monitoring: http://beta.binarycanary.com/en/webs...F04E14383E4690

Yes I realize the BC stats are http based and it a NS server, however apache is installed and was functioning correctly before the outage. It was used for basic monitoring / storage for random things.

I have been with DMEHosting for three days now.
Posted by CoishAssociates, 07-18-2009, 12:10 PM
Finally came back online.

7:24AM EST 8 hours after I submitted a support ticket to their "24/7" support, they replied to my server down message with:

"We have been very busy with the HyperVM master server. However this shouldn't of affected your VPS since your VPS is on a totatlly different server. The hypervm url should work now, which means you can reboot your VPS."

Which says a lot..

1.) They didn't look into the issue or reboot the vps on my behalf and allowed the vps to be offline for four additional hours until I received their response.
2.) They did maintenance, or emergency maintenance and didn't tell anyone. There are no announcements on the website, the client area, or the network issues page. It would have been at least nice for them to give a heads up no one would be able to access the VPS control panel for whatever reason.
3.) Their "24/7 support" was too busy with the master vps server for over 8 hours to bother responding to customers support tickets, and emergency server down tickets. They also claim in their SLA that they monitor their servers every 5 minutes, if so why weren't they aware of the outage? Why were the techs too busy playing with the master server to respond to down server alerts?

In my refund / cancellation request they responded as follows:

"Our HyperVM has been down for maintanence, but this should of not affected any VPS's. However you should be able to login and reboot the VPS. Have you looked at the logs to see what has caused the downtime for your VPS?"

1.) So they did plan to do maintenance and in fact didn't tell customers. We should be informed that we have no way of accessing our control panel for our vps if such need was required due to maintenance.
2.) They failed to check tickets at least once an hour, how hard is that?
3.) They completely disregarded my request for cancellation of service and refund.
4.) Then they asked me if I had checked my logs to see what caused the downtime when I didn't even have access to the server yet. Was that some kind of joke? Not to mention the spelling errors, everything that went down was very unprofessional.

My honest opinion is this:

They do not have 24/7 support, it is a one man show, which is fine if that one man cares about clients. They were probably asleep this whole period of time, got up and found the master vps server offline, rebooted it and then responded to my tickets as such. I will have a lot of hassle to get them to even acknowledge they have a 99.5% uptime and SLA that they failed to achieve with me, regardless or not the vps only needed a reboot since they did not answer my ticket or give me the means to reboot it myself.

HUGE thumbs down for DMEHosting, sorry guys.
Okay hosting for any use that does not require reliability.
Posted by DMEHosting, 07-18-2009, 05:04 PM
The maintenance was posted in our forums....

This maintenance was something that doesn't affect any clients VPS. It affected you since you couldn't reboot your VPS.

Anyways, please let me know which ticket is yours and I'll refund and terminate your account for you as requested.
Posted by Henrik, 07-19-2009, 12:58 PM
@Speedy059 Are you planning on keeping HyperVM or will you switch to another control panel solution for your VPS clients?
Posted by dave - just199, 07-19-2009, 10:25 PM
interested
Posted by cbelair, 09-18-2009, 12:56 PM
I am with dmehosting since 2months now and I never experienced unscheduled downtime. They are very reliable and friendly. I rate their ticket support with a 8/10 and their live support with a 6/10. Let me explain why this 6/10. The live support agents can rarely help you directly on the live help system, they always tell you to open a support ticket and sometimes it took up to 6-12hours to get a respond, especially with network / support admins. but when it's a minor issue, we habitually get a respond withing an hour or so.

My overall is 9/10 for dmehosting regarding DEDICATED SERVERS (never tried vps/webhosting).

Good job guys, happy to be with you !

< french canadian here, don't rage about my typing
Posted by CoishAssociates, 09-18-2009, 12:59 PM

Quote:

Originally Posted by cbelair

I am with dmehosting since 2months now and I never experienced unscheduled downtime. They are very reliable and friendly. I rate their ticket support with a 8/10 and their live support with a 6/10. Let me explain why this 6/10. The live support agents can rarely help you directly on the live help system, they always tell you to open a support ticket and sometimes it took up to 6-12hours to get a respond, especially with network / support admins. but when it's a minor issue, we habitually get a respond withing an hour or so.

My overall is 9/10 for dmehosting regarding DEDICATED SERVERS (never tried vps/webhosting).

Good job guys, happy to be with you !

< french canadian here, don't rage about my typing

What provoked you to revive a two month old thread about an outage, in an outage forum with a review for DME?
Posted by cbelair, 09-18-2009, 01:02 PM
It was just to give my opinion about DME
Posted by CoishAssociates, 09-18-2009, 01:05 PM
Not really the place for it, especially due to bumping on old outage thread..

Go here to port your review:
http://www.webhostingtalk.com/forumdisplay.php?f=1