Myriad Network / EMC Hosting Extended outage again?

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Posted by zvon, 10-24-2010, 09:53 AM
Hey All, Sadly I still have a few websites sitting on Myriad networks that I have yet to move over (I know, I know). I'm having issues accessing the server, their website's support system doesn't even load, however their main page does load. Anyone else got any info about this?
Posted by argy13, 10-24-2010, 01:17 PM
We also have a few websites on them. This is the second time during the last year that myriad is down for more than 24 hrs. Hope they will be up by tonight.
Posted by garyevans, 10-24-2010, 01:20 PM
Yup, I'm in the same boat as you guys too ): The telephone number for EMC webhosting on the whois information rings to a completely different company. I guess we have got to sit and wait it out. Gary
Posted by jj@24khost, 10-24-2010, 01:55 PM
depending on where there datacener is, I know the hostdime datacenter was under a ddos attak just a little bit ago.
Posted by Zeus5, 10-24-2010, 02:40 PM
It isn't a DOS attach, more a DNS issue... just like last time. Like last time, we find EMC/Myriad in hiding, having taken every step possible to avoid contact with their own customers, even to the extent of a wrong phone number on their WHOIS. Not even the decency to post on their website what the issue is or when it will be resolved. The industry can do without the likes of these. It smacks of buying a decent host, stripping it to the bones, and providing a sub-budget service at the original prices. Support? 36 hours and not a peep.
Posted by zvon, 10-24-2010, 03:38 PM
hmm - really not pleased with this, my own fault for not moving over every customer I had away right away, support@myriadnetwork.com bounces back now as well - not what I was hoping to see I may just need to recreate the accounts from old backups and redirect my DNS and count my losses.
Posted by zvon, 10-24-2010, 10:04 PM
Doesn't look like we're going to be getting much support on this. Haven't heard anything form them or been able to reach them. I'm in the process of manually moving the few websites I still had with them and count my losses. Anyone else had any luck?
Posted by nella, 10-24-2010, 10:19 PM
i think MN/EMC should be more professional whenever they are carrying out something behind the scene, switching over to new infrastructure or migrating existing clients to new farm isn't something need to be shamed of. unless they are as per speculating... they are doomed! i've been with MN for few years, over 5 yrs to be precise... this is getting too much as I just paid them 2 weeks ago. is this indicating the fall of a good, reliable vendor? they used to be superb in offering services and products. what a shame!
Posted by Zeus5, 10-25-2010, 03:19 AM
The good reliable vendor went when MN sold to EMC Nella. They are gone. What you have now is exactly what you see: a bunch of people who cannot even be bothered to post anything on their site when all their customers are down and suffering. It is TWO DAYS of outage now and not a word. Nothing. I recommend that you find a new host and try to get your money back.
Posted by garyevans, 10-25-2010, 08:27 AM
Are EMC customers down too, or just Myriad?
Posted by zvon, 10-25-2010, 10:03 AM
Valid question garyevans, by the looks of it only myriad, however I'm basing that on the fact that there are not that many posts in this thread. I've moved over my customers now - wish I could get some of that data from the other server though.
Posted by Zeus5, 10-25-2010, 11:35 AM
The fact that they have now forwarded myriadnetwork.com to the emc website tells its own tail.... whilst not making any effort at all to tell us anything.
Posted by JBB-CT, 10-25-2010, 02:50 PM
Well! We had our site with Myriad, and generally had decent support. Until I came to work today and found reports of our site being down and attemptong to find support I had no idea Myriad was sold. I will be following this thread to be sure. Sure hope we can get to the site as I'm not positive the web admin has a cuurent backup! Jim
Posted by harrisonre, 10-25-2010, 03:23 PM
Does anyone know who is upstream from EMC Telecom/Myriad... i.e. who might have cut them off from service?
Posted by garyevans, 10-25-2010, 07:44 PM
Looks like they've fixed their support desk as far as resolving goes: http://helpdesk.supportcenter.tv/ But my Myriad Network server is still not up. Submitting a ticket now. Gary
Posted by garyevans, 10-25-2010, 08:22 PM
D-Day. Hi Gary, We are still investigating everything that occurred, but as it stands now It appears that several accounts were hacked, and deleted. We had to trace the hackers tracks and restore the logs in order to determine the extent of their activity. Once we did this, we then had to lock down any and all breached areas to ensure the hack would not revisit the opportunity and do it again. We are confident now that we have secured all areas, we unfortunately discovered this hacker breached our back up repository and deleted more than 2 months of data, making it impossible for us to restore any of your data. It appears that the hacker specifically targeted everything on the Myriad side of things, and no other brands we host. We have also discovered they potentially accessed the Myriad Billing System, and highly recommend canceling any credit card you had on file. We do not keep full credit card numbers in our systems, and only maintain the last four digits, however, we still recommend alerting your credit card provider. We have already done so on our end. Additionally, all billing systems were stopped as soon as this breach occurred, to allow us time to get through all areas. So you do not have to worry about being billed during this outage, until all is back online. We are in the process of working out a solution for Myriad customers, however, it will take some time to fully resolve all network configurations. Please know that we can offer you a comparable hosting package on the EMC side faster than Myriad, should you choose to upload your site files to the new network. This is a difficult situation no matter how you slice it, and we understand your position. We are doing everything in our power to pursue this hacker, with the information we have acquired from their activity, and they will be brought to justice. In the meantime, we are working frantically to get things normalized for Myriad customers. Sincerely, Joel Variant
Posted by harrisonre, 10-25-2010, 08:35 PM
I just received the same response to my ticket. Based on the response I have no idea what they could even consider as "normalized".
Posted by harrisonre, 10-25-2010, 09:42 PM
EMC Telecom just offered me a brand new bare metal account and a month of free hosting!!!! Wait, I've already paid Myriad for this month! Is that a great deal or what!?!?!
Posted by garyevans, 10-25-2010, 09:52 PM
I'm really sorry harrisonre. This bites the big one! They just told me that my server is completely wiped clean. "I'm sorry to say that we have not recovered data for your server. The entire backup servers' data store was erased by the hacker." Got to start building a fresh! Gary PS. I'm with Hostgator.com now.
Posted by zvon, 10-25-2010, 11:02 PM
It is nice to see that at least they responded and that their ticket system is online. What I'm having a hard time believeing is that they had no tape system or offline backup system in place. Whoever hacked them really did us, the customers, a disservice not myriad networks.
Posted by Zeus5, 10-26-2010, 04:27 AM
"It appears that several accounts were hacked, and deleted." I am sorry, but that sounds pretty unlikely to cause such a widescale multi-server outage. The symptoms were exactly the same as last time, for which they gave a different excuse. And it wasn't just Myriad at all: supportcenter.tv was down, which serves all their 'brands'. And of course, NO SUPPORT whatsoever for days on end, AND NO INFORMATION at all. These guys are taking the rip. Get your money back and get away from them ASAP.
Posted by Zeus5, 10-26-2010, 03:35 PM
Don't buy their line that your data has been deleted by hackers. We got exactly the same email.... but our accounts are still there if you know your IP address and bypass their DNS. Their DNS was failing, but our data was exactly as it always has been. This is absolutely NOT what they have told us and possibly what they are telling you.
Posted by zvon, 10-26-2010, 03:47 PM
I'm on the same page as you ZEUS. If the servers were hacked and wiped I'd expect our servers to be back online (even without data) so that we can recreate and move on with business if we were inclined to do so. What im confused about is that they haven't contacted any of us in regards to what to do next...I'm still technically a customer even though I've moved off everything, yet I'm without any service. I received the same cookie cutter explanation the rest of you who emailed their support did last night.
Posted by Zeus5, 10-26-2010, 06:00 PM
FACT: Our accounts were not wiped because they are still there. The data is untouched. FACT: The DNS was stuffed for all our sites, because we checked with DNSreport. This is what happened last time too. Ditto their own supportcenter.tv domain. FACT: They disappeared completely for days on end, without even a cursory note on their website. FACT: They then provide an excuse which simply does not hold water. QUESTION: Can anyone find the actual names and locations of the people who own this outfit? They are hiding behind a virtual front with a false WHOIS telephone number (ICANN should be informed). They may take their responsibilities more seriously if we an identify them and direct compensation claims at them personally, rather than the unresponsive shield they are hiding behind.
Posted by garyevans, 10-26-2010, 06:10 PM
I'm still unable to access my data or the server that my data is on. I just get a connection timeout error message by my browser after a few seconds. So maybe some people were unaffected? I had a reseller account on 204.14.5.240.
Posted by wackobit, 10-26-2010, 11:20 PM
Hi Zeus. can you explain more about this? how do you know that the information is still there? I sent them some emails in order to recover lost information. Their response: The recovery process is still underway. There is over 7 TB of data to recover and it is a slow process. We will let you know if some usable data is recovered for your VPS. Thanks, Joel Variant they think this can be solved just telling the people this: "Please let us know if you wish to have a new VPS created with your old IP addresses." What I say is that I'll need my information back and compensation or I'll screw their business as they are doing with my bussines... things are not simple.
Posted by Zeus5, 10-27-2010, 04:09 AM
I know the data is still there because I went into my account contol panel using my IP address instead of my domain. I can then browse every domain using its core IP like this: 123.123.123.123/~domname/ Everything is there. Everything works. Except I cannot view the website like as normal visitor with its domain name. "What I say is that I'll need my information back and compensation" Dead right. They don't give a damn. Three days without even a word. Without even a note on their website to say they knew there was a problem. That is how much they care about customers. We need to trace who atually owns the outfit.
Posted by pveatx, 10-27-2010, 07:57 AM
I'm really at a loss what to do with this company. I cannot login on the helpdesk / ticket system, they appear to have lost my e-mail address. I cannot find a billing center to revoke my credit card. I cannot access my site or database. It's like I don't exist and never existed with Myriad. The IP address I have stored, regrettably is the (defunct) IP address I got allocated when Myriad was still Myriad. Luckily I have backups that are only a couple of days old (from the 17th of october) and am moving them to another provider. I only paid till the end of the year, so am not to worried about the 2 lost months of service. I'm glad to be gone. I am concerned however that come time for renewal, they'll suddenly be able to bill my credit card again. The silly story about hacking, I don't believe a word of it. Utter incompetence I would say... Peter
Posted by harrisonre, 10-27-2010, 08:25 AM
Per the Arizona Secretary of State, EMC Telecom is NOT IN GOOD Standing with the state. Here's the link... starpas.azcc.gov/scripts/cgiip.exe/WService=wsbroker1/names-detail.p?name-id=F14279530&type=CORPORATION (sorry, I don't have enough posts to use vB code on this system yet...) There is a corporate officer and director listed but the address given has been identified as "undeliverable." Also note that it is a Nevada corporation doing business in Arizona... I posted a TT yesterday requesting the name of the law enforcement agencie(s) that are involved in the investigation. The response was... "The investigation is currently underway and we will provide you with anything you need about the reports once we have more information." ...which I consider to be a non-answer. I've also requested a phone number where I could call someone to talk about my "options" and non was provided. At this point it appears that these guys, who ever they are, have covered their tracks and are in hiding. I'm guessing that this is not their first time to this "rodeo".
Posted by patgrahamblock, 10-27-2010, 12:25 PM
How did you find your core IP? I have been with them for over 5 years, was clueless about any changes until I discovered all my sites down today and found this thread. The welcome email is long gone that might have had any IP numbers in it.
Posted by Zeus5, 10-27-2010, 02:12 PM
Check the IP of your website... it should be the same. Try somewhere like whois.sc for this info. What's a TT? Whoever is investigating them though should surely be interested in what they have been pulling here. These guys have to be brought to some form of justice. I too suspect though that this is one in a long line. They need to be tracked down.
Posted by harrisonre, 10-27-2010, 02:22 PM
TT = Trouble Ticket
Posted by harrisonre, 10-27-2010, 03:09 PM
I just spoke to my CC provider again for the CC is used with these people. I asked them to attempt to contact the billing folks and when they called they got a fax machine, which is a violation of the TOS of their merchant account. Of course, that doesn't surprise me either...
Posted by Zeus5, 10-27-2010, 04:34 PM
Hopefully they will revoke their merchant license. They really are absolutely appalling.
Posted by djlex, 10-27-2010, 09:24 PM
I'm in the same boat as you guys. sucky... I'm attempting to reach my data, but can't figure out an IP. The only thing I see on dnstools/whois is auth00.zone53.net and auth01.zone53.net... no "core" IP. So far, the only ip I've found is 204.14.6.15 which pings and accepts ssh connections. Can't login tho. Any advice?
Posted by wackobit, 10-27-2010, 09:31 PM
I just contacted a good lawyer with expericence en similar cases. He told me that probably they will defend themselves behind the TOS. However there is a lot of people affected and a lot, and different things can be used against them, as negligence and damages caused. Best result can happend if many people joins in a legal action against this company. Compensation and data recovery is the main request. Please reply this post if you are interested. I'll create a website right now with a time counter and a form for the interested people. This URL will be send to EMC / Myriad so they can realize this can't be solved just doing the setup of a new hosting.
Posted by tahlequahtj, 10-27-2010, 10:33 PM
Guys this is the response they gave me. Read it and weep! We are still investigating everything that occurred, but as it stands now, it appears that several accounts were hacked, and deleted. We traced the hackers tracks in order to determine the extent of their activity. Once we did this, we then had to secure all breached areas to ensure the hacker would not regain access. We are confident now that we have secured all areas. Unfortunately, we discovered this hacker breached our back up repository and deleted the full two months of backup data, making it impossible for us to restore any of your data. It appears that the hacker specifically targeted everything on the Myriad side of things, and no other brands we host. We have also discovered they potentially accessed the Myriad Billing System, and highly recommend canceling any credit card you had on file. We do not keep full credit card numbers in our systems, and only maintain the last four digits, however, we still recommend alerting your credit card provider. We have already done so on our end. Additionally, all billing systems were stopped as soon as this breach occurred, to allow us time to get through all areas. So you do not have to worry about being billed during this outage, until all is back online. This is a difficult situation, and we understand your position. We are doing everything in our power to pursue this hacker, with the information we have acquired from their activity, and they will be brought to justice. If you have your own backups of your data we can setup up a new account for you to use while our restoration efforts continue.
Posted by Zeus5, 10-28-2010, 05:20 AM
Exactly the same as they were sending days ago. Yes, wacko, interested: but we need to identify them first. Perhaps contacting a CC provider might help pin them down, or back tracking that fax number, or perhaps the data center. Is anyone a dab hand at these things?
Posted by pveatx, 10-28-2010, 07:16 AM
Pursuing these guys legally is not worth it... they owe lots of people money already. They probably didn't pay their electricity bill or whatever. I looked at both addresses that were on the site via Google maps... small suites in shared office buildings in the middle of nowhere. I doubt they have a proper data center. My concern is, that since I cannot log in on the Trouble ticket system, and they have no phone number listed, nor a Billing log-in screen, I cannot get at my account. All I want to do is cancel it and ensure I have no more charges to it! Peter
Posted by tpetersen, 10-28-2010, 09:40 AM
I sold Myriad Network to Erik Zeiner and EMC in December of 2008. Since then, I've spent over 150K (yes, that's one hundred and fifty thousand dollars), in legal bills trying to get them to pay what they owe as a result of the sale. At the time Myriad Network was sold, we were doing approximately 480K/yr in sales. In December of 2008, Erik Zeiner and EMC also purchased another company and failed to pay for it. The owner of that company has also successfully sued EMC but thus far its been a hollow victory as all the principles in EMC are one by one declaring bankruptcy. As I ran out of money to chase these folks I feel compelled to let everyone know who they are dealing with. Every word I write is 100% verifiable using the publically accessible courts database available at http://www.pacer.gov/ The (main) players are: Erik Zeiner (CEO/President EMC & numerous other companies) Nichole Malero (Erik's sister/step sister - EMC shareholder) Russell Malero (Nicholes wife (possibly soon to be ex-wife as they are separated atm) Kenneth McCoy (Erik's step father) Andrea McCoy (Erik's mother) Search for any of those names in Pacer and you will see my lawsuit (in Federal court), the lawsuit from UV2 hosting (the other company they purchased and failed to pay for), and all of their various bankruptcies. I will let the reader draw their own conclusion and opinion. I know I certainly have mine but alas in this litigious society we live in, now is probably not the right time or venue, to share it (yet). To all the former and current Myriad customers who stood by us through December of 2008 all I can say is "Thanks" and "Sorry". My brother and I worked very hard to build a reliable company based on honestly and high quality service. When the decision was made to sell the company, we searched around for a good home and based on many long discussions with EMC Telecom, we felt they were a good fit. This has been a long and difficult road since the sale. I have personally expended a ton of funds to bring EMC Telecom and the various shareholders to justice. In the end, the only ones who prospered were my lawyers (According to the bankruptcy documents EMC hired lawyers and never paid for them). Such is life, I suppose. -Tom
Posted by flyskyteam, 10-28-2010, 09:49 AM
Tom, thanks for the update. There were a few legacy sites which I am missing some old files, do you still have any backups? At a minimum, we should have been notified that Myriad was sold to another firm. Many of us have relied upon this hosting service and chosen Myriad because of their service. There story of a hacker is total BS. They are lying to everyone. Last edited by flyskyteam; 10-28-2010 at 10:01 AM.
Posted by zvon, 10-28-2010, 10:10 AM
I remember signing up with "Tom" and his brother and support was great, I can attest to that - however I had no idea at the time it was sold - I would have ran away then, none the less thats the past. I won't be participating in the legalities as it would end up costing me more then what I bring in yearly to do hosting. Best of luck to you all however who are pursuing it. Keep us updated as I'd love to see these asshats fall hard to the ground.
Posted by flyskyteam, 10-28-2010, 10:13 AM
Same here. I am going to walk away from this.
Posted by tpetersen, 10-28-2010, 10:25 AM
When you sell a company, the fact that it is being sold is typically under NDA. It is up to the new owners to make that announcement, if they so choose. As far as backups go - I'm afraid I don't. Tom
Posted by pveatx, 10-28-2010, 10:57 AM
I just looked at the Myriad / EMC Terms of Service. Cancellation is pretty expensive and tough: - 12% of any unused fee will not be refunded - +$10 for a plesk/cpanel user - you must do it via their trouble ticketing system - if they believe you owe them and they charge you, and you cancel the payment, they can add $50 to your bill, - oh, and EMC does not have to provide you with any connectivity or service whatever... I became a Myriad customer based on reputation in 2008... boy did that change! Peter
Posted by flyskyteam, 10-28-2010, 01:21 PM
Well, considering they lost everyone's data, have no idea which accounts they had, and lost their credit card information I would say that canceled the service.
Posted by zvon, 10-28-2010, 01:26 PM
They can try billing me all they want, just a quick call to your CC company and it's taken care of.
Posted by flyskyteam, 10-28-2010, 01:28 PM
Agree. That's a done deal.
Posted by webresearch, 10-28-2010, 01:46 PM
They provided good support when they were Myriad. Now their support is appalling. No phone number, no timely response, no explanation. I understand that their may be technical problems, but they should promptly communicate with their customers and explain the situation. Not only many of my own sites are down,I can lose my hosting clients. May be we should file a group lawsuit. Any ideas, guys?
Posted by Zeus5, 10-29-2010, 05:38 AM
Thanks Tom. No-one is blaming you: they have obviously pulled plenty of stunts like this previously. Do you know which data center they host at? Perhaps a direct approach there, explaining what they are about, might help. Can we find the home addresses and details of them? I always beleive that when people like this create a shield (they hide behind 'EMC') it is better to bypass it and act against the actual individuals responsible.
Posted by RunningMan, 11-03-2010, 11:15 AM
I'm new to this discussion... Does anyone have an update on the situation? We have only received the standard response from Myriad/EMC that they are sending to everyone regarding the hacker. Sounds as if they do not intend or expect to recover any of the sites hosted on the Myriad servers.
Posted by JBB-CT, 11-03-2010, 11:58 AM
So far they are sticking to their story that our site in not recoverable -that all is lost. This AM I responded to a trouble ticket closure notice by asking again if the site is recovered and what is the IP address. No response yet. Attempting to get to the site using the last known IP address as suggested in this thread has been unsuccessful for us.
Posted by Zeus5, 11-03-2010, 03:26 PM
It worked for us (we had a reseller account). Has anyone been successful in getting refunds out of them?
Posted by jaguar25, 11-08-2010, 01:33 AM
Hi Zeus5 - We had been with Myriad for years and I'm wondering if you can provide any more guidance with retrieving files from reseller accounts. If you are open to discussing, please let me know the best way to get in touch. Thanks in advance.
Posted by Zeus5, 11-08-2010, 06:09 AM
The only way we managed to get them was view our account from the IP address itself. By that I mean WHM. Something like: https://204.14.0.000:2087/ Our account was still there, and we simply pulled what we wanted off it. Since then we have been seeking a refund: we paid well in advance. But they don't even respond. We are looking at options, including a potential police complaint on the basis of fraud. The pond life who run this company shouldn't be allowed anywhere near to the industry.
Posted by jaguar25, 11-11-2010, 01:53 AM
Zeus - thanks very much for the info. Unfortunately, we weren't able to get it to work - one of our VDS accounts was at https://204.14.7.134:2087/ I also see that the official "we are closing" message is now posted at the EMC telecom web site. If you have any ideas as to how we could get our data (happy to pay for assistance) I would appreciate it.
Posted by David, 11-11-2010, 02:06 PM
There's now a 'we are closing' message on EMC's website, everything looks to be shutting down by Friday. GTFO if you can.
Posted by uvhosting, 12-16-2010, 03:04 PM
EMC Telcom shut down operations in November of 2010 providing customers with only days notice, leaving many without backups. Affected customers include those from Myriad Networks who were acquired by EMC/Erik Zeiner in late 2008, as well as EMC's aliases (i.e. EMC Web Hosting and EMC VPS). UV Hosting has received a court order to obtain the some of the servers believed to be used by EMC Telcom's Web Hosting business. We should be receiving the servers around the end of December, 2010. We do not know what data is on those servers yet, but if you are among those people cut off from your data when EMC Telcom was turns off, there may be hope for you. Please pass this on to anyone you think may have been unfortunate enough to be caught in the EMC Telecom debacle. UV Hosting is now taking requests from those who want to see if their data can be recovered. For more details or to make a retrieval request, visit: www . uvhosting . com / emc / (without the spaces. This board won't let me post URLs) Please do not call us. Submitting the form is the best way for to get in the queue. We will send e-mail updates to you as we see what we have. Please be patient. There are at least 60 servers and none of them are labeled. We have a lot of work to do. Note: UV HOSTING IS NOT EMC. UV Hosting was seriously harmed by the actions of EMC and its GM Erik Zeiner. EMC is believed to be non-operational. Zeiner is party to a lawsuit alleging fraud in conjunction with the Myriad acquisition and he is believed to be involved with www . mashedreport . com/ and biz-con . org/ (Put in the urls without the spaces.) Last edited by uvhosting; 12-16-2010 at 03:07 PM. Reason: trying to get important links to show up.
Posted by deford, 12-19-2010, 01:48 PM
I purchased a domain from Myriad Networks. Now that they are gone, how do I recover/transfer my domain to another registrar? Please help..Thanks in advance..