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non-existent support

This page records the email conversation I had over the new year holiday period at the end of 2012 with the “support” department of thrustvps. It is linked to this post describing my problems.

It starts with my first email dated 29/12/12. The emails are given as sent/received. I have not edited or otherwise obfuscated any of the IP address details or server names because all that detail is already public in the DNS. All I have done is remove my email address (for obvious reasons). Thrust (aka damnvps) can fend for themselves.

From: mick
To: support@damnvps.com
Subject: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 20:08:25 +0000

Guys

I am seeing multiple recurrent failures on my two VPS (sink.rlogin.net at 109.169.77.131 and beam.rlogin.net at 109.169.41.234). Periodically the VPS just goes off-line and I have to reboot. The last ocurrence was sink today. Previously this month sink has had to be rebooted on the 19th and 22nd and beam on the 22nd. I know these VPS are cheap, but I do expect them to work. What is going wrong please? And what are you doing to stop it happening in future?

Mick Morgan

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 20:29:50 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

We have stopped your server 109.169.77.131 since it is causing DDOS attack to the hostnode 15xnuk. It is related to the

performance issue of the host node we have no other choice without stopping you.Please do take proper measures, install

the proper anti virus on the server make through scan on your server and update us.

Thanks.

Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 21:22:55 +0000

On Sat, 29 Dec 2012 20:29:50 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:
>
> We have stopped your server 109.169.77.131 since it is causing DDOS
> attack to the hostnode 15xnuk. It is related to the performance
> issue of the host node we have no other choice without stopping
> you.Please do take proper measures, install the proper anti virus on
> the server make through scan on your server and update us.
>
>
Kiruthika

Can you be more specific please? The server at that address (sink) is
currently up (so you have not stopped it) following my most recent
reboot. If you mean you deliberately stopped it in the past, then I
would have expected you to inform me of that fact and not just leave me
to find out for myself.

That VPS runs tor (in relay mode only, no exit). As such it is a fairly
high traffic site (runs at close to 1Gig per month every month). Are
you saying that there is a persistent DDOS attack aimed at my IP
address? If so, then that would indicate that someone, somewhere, does
not like tor and I would expect other tor relay operators to report the
same problem. I have not seen that (and I am a member of the tor-relays
mailing list). I suspect that what you are seeing is multiple inbound
connections to port 443 on my server from other tor relays – that is
the way tor works.

I see no evidence of any hostile software on my server. It is also
firewalled with iptables to control both incoming and outgoing traffic.

I have temporarily shut down tor while I investigate further. If you
see a large drop in traffic (as you will) then that would indicate that
the problem is not a DDOS, rather is just me using the bandwidth I pay
for.

Mick

Note there is a mistake in my email here. I said tor runs at close to 1Gig per month, when I meant 1TB – but no matter. (I may have had a glass or two at the time….)

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 22:17:46 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

I have been started your server when you opened the ticket. And we are sorry for you to stop the VPS without any information. We are monitoring this node for the past few hours and if your IP DDOS again we may forced to stop it again. Please do take measures and monitor your VPS.

Thanks for the cooperation.


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 22:50:13 +0000

On Sat, 29 Dec 2012 22:17:46 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:
>
> I have been started your server when you opened the ticket. And we
> are sorry for you to stop the VPS without any information. We are
> monitoring this node for the past few hours and if your IP DDOS again
> we may forced to stop it again. Please do take measures and monitor
> your VPS.
>

I am monitoring it, and you haven’t answered my questions. Specifically,

– is the “DDOS” aimed at my IP address, and my IP address alone (and
only to port 443)?
– is all the traffic coming to my IP address from tor nodes, and only
tor nodes (this is easy to check, the addresses are public)?

If the traffic has now dropped, and the answer to either
question is yes, then this is not a DDOS, it is expected behaviour of
a tor node.

I am about to turn tor back on. Watch the traffic build again.

Mick

(My daily average traffic as recorded by vnstat is around 30 GiB at an
average rate of 3.1 Mbit/s)

I got the traffic right that time….

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Sat, 29 Dec 2012 23:39:01 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

I could see that most traffic coming from https. So please monitor the https ports. The host node is stable now so I think the issue get compromised.

Please back to us if you need any further assistance.

Thanks for the understanding.

Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 13:56:01 +0000

On Sat, 29 Dec 2012 23:39:01 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> I could see that most traffic coming from https. So please monitor
> the https ports. The host node is stable now so I think the issue get
> compromised.
>
> Please back to us if you need any further assistance.
>

It may be port 443, but the traffic is not https.

And you still haven’t answered my questions.

From: “Praveen” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 14:35:25 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello,

Please explain the exact issue that you are facing in your VPS so that we can assist you in better way.


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 14:48:30 +0000

On Mon, 31 Dec 2012 14:35:25 +0000
“Praveen” <support@damnvps.com> allegedly wrote:

> Hello,
>
> Please explain the exact issue that you are facing in your VPS so
> that we can assist you in better way.
>

Praveen

See my previous correspondence with Kiruthika under the same ticket.

Briefly, he tells me that one of my VPS was turned off, without anyone
telling me, because of alleged DDOS. There is no evidence of such DDOS,
nor is there any explanation of why my other VPS was also turned off
earlier this month.

Mick

From: “Praveen” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 15:15:03 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello,

Now, I could see that your server is working fine without any issue and Sorry for you to stop the VPS without any information.


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 15:32:45 +0000

On Mon, 31 Dec 2012 15:15:03 +0000
“Praveen” <support@damnvps.com> allegedly wrote:

> Hello,
>
> Now, I could see that your server is working fine without any issue
> and Sorry for you to stop the VPS without any information.
>

Yes, I know it is working /now/, but you again haven’t answered my
questions. As far as I am concerned, it has always been working fine
(if a bit slow) – until you decide to switch it off without telling me.
That is not acceptable.

So – please tell me:

– why my server beam.rlogin.net at 109.169.41.234 went down without
warning on the 22nd of december.

– why my server sink.rlogin.net on 109.169.77.131 went down on the
19th, the 22nd and the 28th without any warning and for no apparent
good reason (DDOS is not a plausible excuse).

Mick Morgan

From: “Praveen” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Mon, 31 Dec 2012 16:48:47 +0000
Reply-To: support@damnvps.com

Hi,

Sorry we haven’t any logs to investigate about this.

Please note that there exists a script in the node to reboot the servers having high load (thereby causing load spike in the node) inorder to get the load in the node to be stable. And we are considered the high resource using is also as a DDOS attack.

And sorry for stopping your server without any information’s. In normally if a server having high load we just stopped the VPS and it is not compromised the load then we suspend the respective VPS and send the information mail about the suspension. I can assure you this won’t happened in future.

Thanks for your understanding and cooperation.


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: server down again
Date: Mon, 31 Dec 2012 19:54:08 +0000

This is no longer remotely funny.

Why is my server sink.rlogin.net on 109.169.77.131 off-line yet again?

Mick Morgan

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc:
Subject: [#DUH-449294]: server down again
Date: Mon, 31 Dec 2012 20:00:21 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

I will update you shortly. Please hold.

Thanks

Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DUH-449294
Department: Support
Priority: Low
Status: Open

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc:
Subject: [#DUH-449294]: server down again
Date: Mon, 31 Dec 2012 20:24:29 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

Your server was suspended due to high ddos attack on the host node and it affected our host node performance heavily.

Also it is related to the performance issue of the host node we can’t unsuspend your server for the next 24 hours , please update us after the 24 hours complete then only I can unsuspend your server.

You can refer the logs for further reference.

=============================================
2012-12-31 19:34:40.528736 IP 173.246.82.97.38403 > 109.169.77.131.https: P 24316:25488(1172) ack 22087 win 501 <nop,nop,timestamp 1086037399 42562823>
2012-12-31 19:34:40.528908 IP 109.169.77.131.https > 173.246.82.97.38403: . ack 25488 win 5216 <nop,nop,timestamp 42562847 1086037399>
2012-12-31 19:34:40.529746 IP 109.169.77.131.https > 31.172.30.3.60991: . 629707:632603(2896) ack 111612 win 31703 <nop,nop,timestamp 42562847 359325446>
2012-12-31 19:34:40.529997 IP 109.169.77.131.54268 > 96.44.189.100.https: . ack 656084 win 30855
2012-12-31 19:34:40.530179 IP 109.169.77.131.33929 > 37.59.123.176.etlservicemgr: . ack 494038 win 7846 <nop,nop,timestamp 42562847 1046962360>
2012-12-31 19:34:40.530279 IP 109.169.77.131.45179 > 91.121.207.34.etlservicemgr: S 1426944816:1426944816(0) win 14600
2012-12-31 19:34:40.530523 IP 109.169.77.131.https > 31.172.30.3.60991: . 632603:635499(2896) ack 111612 win 31856 <nop,nop,timestamp 42562848 359325446>
2012-12-31 19:34:40.530940 IP 109.169.77.131.https > 50.7.194.122.35686: . 229043:231939(2896) ack 9962 win 5281 <nop,nop,timestamp 42562848 558329980>
2012-12-31 19:34:40.531046 IP 109.169.77.131.https > 50.7.161.218.55936: P 156885:157471(586) ack 52296 win 5281 <nop,nop,timestamp 42562848 863011515>
2012-12-31 19:34:40.531172 IP 109.169.77.131.https > 83.133.106.73.44398: P 23878:24464(586) ack 22041 win 5281 <nop,nop,timestamp 42562848 3148608625>
2012-12-31 19:34:40.531295 IP 109.169.77.131.https > 91.121.166.158.35001: P 493920:494485(565) ack 90824 win 5281 <nop,nop,timestamp 42562848 2857881434>
2012-12-31 19:34:40.531396 IP 109.169.77.131.https > 31.172.30.3.60991: . 635499:636947(1448) ack 111612 win 31856 <nop,nop,timestamp 42562848 359325446>
2012-12-31 19:34:40.531433 IP 109.169.77.131.https > 31.172.30.3.60991: . 636947:638395(1448) ack 111612 win 31856 <nop,nop,timestamp 42562848 359325446>
2012-12-31 19:34:40.531665 IP 109.169.77.131.54268 > 96.44.189.100.https: . 105110:106570(1460) ack 656084 win 31751
2012-12-31 19:34:40.531704 IP 109.169.77.131.https > 50.7.194.122.35686: . 231939:233387(1448) ack 9962 win 5281 <nop,nop,timestamp 42562848 558329980>
2012-12-31 19:34:40.531735 IP 109.169.77.131.https > 50.7.194.122.35686: . 233387:234835(1448) ack 9962 win 5281 <nop,nop,timestamp 42562848 558329980>
2012-12-31 19:34:40.531786 IP 109.169.77.131.https > 50.7.161.218.55936: . 157471:158769(1298) ack 52296 win 5281 <nop,nop,timestamp 42562848 863011515>
2012-12-31 19:34:40.531873 IP 109.169.77.131.https > 91.121.166.158.35001: . 494485:495933(1448) ack 90824 win 5281 <nop,nop,timestamp 42562848 2857881434>
2012-12-31 19:34:40.532013 IP 109.169.77.131.https > 50.7.194.122.35686: . 234835:236283(1448) ack 9962 win 5281 <nop,nop,timestamp 42562848 558329980>
2012-12-31 19:34:40.532073 IP 109.169.77.131.https > 50.7.161.218.55936: . 158769:160067(1298) ack 52296 win 5281 <nop,nop,timestamp 42562848 863011515>
2012-12-31 19:34:40.533765 IP 122.167.67.242.54003 > 109.169.77.2.ssh: . ack 2454148 win 65535
2012-12-31 19:34:40.535132 IP 91.121.207.34.etlservicemgr > 109.169.77.131.45179: S 3429663133:3429663133(0) ack 1426944817 win 5792
2012-12-31 19:34:40.535339 IP 109.169.77.131.45179 > 91.121.207.34.etlservicemgr: . ack 1 win 1825 <nop,nop,timestamp 42562849 1963763724>
2012-12-31 19:34:40.535627 IP 109.169.77.131.45179 > 91.121.207.34.etlservicemgr: P 1:222(221) ack 1 win 1825 <nop,nop,timestamp 42562849 1963763724>
============================================


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DUH-449294
Department: Support
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Cc: rus.foster@thrustvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Mon, 31 Dec 2012 20:51:27 +0000

On Mon, 31 Dec 2012 20:24:29 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> Your server was suspended due to high ddos attack on the host node
> and it affected our host node performance heavily.
>
> Also it is related to the performance issue of the host node we can’t
> unsuspend your server for the next 24 hours , please update us after
> the 24 hours complete then only I can unsuspend your server.
>

Kiruthika

With respect, you are talking rubbish. That looks like perfectly
normal, and expected traffic to/from my tor port (run on 443) to/from
client ports of systems run by users attempting to use tor.

You blamed DDOS last time I complained. Magically however, the “DDOS”
stopped as soon as I switched off tor.

I repeat. I run a tor node on port 443. Tor is a high bandwidth
service. But I throttle my tor node to ensure it does not go over the
1TB monthly allowance.

It looks to me as if you have hugely oversold both the host node
and the network. So my attempts to actually use the allowance you
advertise (and I have paid for) is being denied me by your switching
me off arbitrarily.

And you still have not answered any of my questions.

I want this escalated to management please.

Mick Morgan

From: “Kiruthika” <support@damnvps.com>
To: mick
Cc: rus.foster@thrustvps.com
Subject: [#DUH-449294]: server down again
Date: Mon, 31 Dec 2012 21:48:03 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hi,

I am escalating this ticket to our senior admin to assist you further regarding this issue.


Get in touch: Twitter @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DUH-449294
Department: Escalations
Priority: Low
Status: Open

From: mick
To: support@damnvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Tue, 1 Jan 2013 09:46:32 +0000

On Mon, 31 Dec 2012 21:48:03 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> I am escalating this ticket to our senior admin to assist you further
> regarding this issue.
>
>
> —
> Get in touch: Twitter @thrustvps
>
> If you have any concerns or comments please feel free to ask for your
> ticket to be esculated to management.
>
> Ticket Details
> ===================
> Ticket ID: DUH-449294
> Department: Escalations
> Priority: Low
> Status: Open
>

So what is happening and why is my server not back on line?

Mick

From: mick
To: support@damnvps.com
Cc: rus.foster@thrustvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Tue, 1 Jan 2013 15:04:50 +0000

On Mon, 31 Dec 2012 21:48:03 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> I am escalating this ticket to our senior admin to assist you further
> regarding this issue.
>
>
> —
> Get in touch: Twitter @thrustvps
>
> If you have any concerns or comments please feel free to ask for your
> ticket to be esculated to management.
>
> Ticket Details
> ===================
> Ticket ID: DUH-449294
> Department: Escalations
> Priority: Low
> Status: Open
>

So – some six hours since my last request, and nearly 18 hours since I
asked for this to be escalated to management and you still have not
had the courtesy to answer.

What is happening please? And when will my service be restored? And
restored it must be.

Mick Morgan

From: mick
To: support@damnvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Tue, 1 Jan 2013 20:30:45 +0000
X-Mailer: Claws Mail 3.8.1 (GTK+ 2.24.13; x86_64-pc-linux-gnu)

On Mon, 31 Dec 2012 20:24:29 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> Your server was suspended due to high ddos attack on the host node
> and it affected our host node performance heavily.
>
> Also it is related to the performance issue of the host node we can’t
> unsuspend your server for the next 24 hours , please update us after
> the 24 hours complete then only I can unsuspend your server.
>
> You can refer the logs for further reference.

Right

You have had 24 hours. You have ignored my questions, and you have
ignored my request for escalation. That is the worst kind of customer
support possible.

Restore my server now please. And have the courtesy of replying.

Mick Morgan

From: mick
To: support@damnvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Tue, 1 Jan 2013 21:54:06 +0000

On Mon, 31 Dec 2012 21:48:03 +0000
“Kiruthika” <support@damnvps.com> allegedly wrote:

> Hi,
>
> I am escalating this ticket to our senior admin to assist you further
> regarding this issue.
>
>
> —
> Get in touch: Twitter @thrustvps
>
> If you have any concerns or comments please feel free to ask for your
> ticket to be esculated to management.
>
> Ticket Details
> ===================
> Ticket ID: DUH-449294
> Department: Escalations
> Priority: Low
> Status: Open
>

Ignoring customers is not a smart idea. That way lies a route to no
customers. And no customers means no business.

Mick Morgan

From: “Gareth Akehurst” <support@damnvps.com>
To: mick
Cc:
Subject: [#DUH-449294]: server down again
Date: Wed, 02 Jan 2013 09:24:11 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello Mick,

Escalations was unavailable during the holiday period, how can I help?
Regards,
Gareth Akehurst,
Senior Client Support Advisor,

Thrust::VPS
Follow us on Twitter : @thrustvps

Ticket Details
===================
Ticket ID: DUH-449294
Department: Escalations
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Wed, 2 Jan 2013 10:26:00 +0000

On Wed, 02 Jan 2013 09:24:11 +0000
“Gareth Akehurst” <support@damnvps.com> allegedly wrote:

> Hello Mick,
>
> Escalations was unavailable during the holiday period, how can I help?
> Regards,
> Gareth Akehurst,
> Senior Client Support Advisor,
>
> Thrust::VPS
> Follow us on Twitter : @thrustvps
>
> Ticket Details
> ===================
> Ticket ID: DUH-449294
> Department: Escalations
> Priority: Low
> Status: Awaiting Customer Reply
>

Simple.

You can restore to service sink.rlogin.net at 109.169.77.131.
You can explain to first line support that they should not
terminate any service unilaterally without contacting the customer.
You should also tell support that using lame excuses such as “Your
machine is causing a DDOS” when the real reason for poor network
performance is overselling, is not believable.
You should tell support that it is good PR to answer customer’s
questions, not just ignore them.
You should tell support to read related emails on the same ticket so
that the customer does not have to repeat himself.

I look forward to a return to service.

Mick Morgan

From: “Gareth Akehurst” <support@damnvps.com>
To: mick
Cc:
Subject: [#DUH-449294]: server down again
Date: Wed, 02 Jan 2013 10:47:05 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello Mick,

This is standard procedure for our clients, all nodes are on a 100mBits network, the node you are currently on shares that connection with 59 other virtual servers, if you are requiring a high traffic service it may be worth considering a low contention vps which the nodes are limited to no more than 25 vpses.

Your server has been unsuspended.
Regards,
Gareth Akehurst,
Senior Client Support Advisor,

Thrust::VPS
Follow us on Twitter : @thrustvps

Ticket Details
===================
Ticket ID: DUH-449294
Department: Escalations
Priority: Low
Status: Awaiting Customer Reply

From: mick
To: support@damnvps.com
Subject: Re: [#DUH-449294]: server down again
Date: Wed, 2 Jan 2013 11:26:53 +0000

On Wed, 02 Jan 2013 10:47:05 +0000
“Gareth Akehurst” <support@damnvps.com> allegedly wrote:

> Hello Mick,
>
> This is standard procedure for our clients, all nodes are on a
> 100mBits network, the node you are currently on shares that
> connection with 59 other virtual servers, if you are requiring a high
> traffic service it may be worth considering a low contention vps
> which the nodes are limited to no more than 25 vpses.
>
> Your server has been unsuspended.
> Regards,
> Gareth Akehurst,
> Senior Client Support Advisor,
>
> Thrust::VPS
> Follow us on Twitter : @thrustvps
>
> Ticket Details
> ===================
> Ticket ID: DUH-449294
> Department: Escalations
> Priority: Low
> Status: Awaiting Customer Reply
>
Really? How does that work then? You advertise 1TB per month per
customer. You have 60 such customers on one machine with a 100Mbit/s
interface. Do the math. It doesn’t work. And if /all/ your machines are
on the same 100Mbit/s network, no wonder the service is fsckd.

You are overselling your service in the hope that no-one will actually
attempt to use it.

My vnstat stats are below. They are within my 1TB allowance. Yet you
suspend my service. That is not acceptable.

eth0 / monthly

month rx | tx | total | avg. rate
————————+————-+————-+—————
Sep ’12 176.76 GiB | 176.68 GiB | 353.44 GiB | 1.14 Mbit/s
Oct ’12 315.90 GiB | 302.51 GiB | 618.41 GiB | 1.94 Mbit/s
Nov ’12 504.85 GiB | 513.40 GiB | 0.99 TiB | 3.30 Mbit/s
Dec ’12 417.97 GiB | 427.40 GiB | 845.37 GiB | 2.66 Mbit/s
———————-+————-+————-+—————
estimated 420.47 GiB | 429.95 GiB | 850.42 GiB |

Mick Morgan

From: “Gareth Akehurst” <support@damnvps.com>
To: mick
Cc:
Subject: [#DUH-449294]: server down again
Date: Wed, 02 Jan 2013 11:36:27 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello,

We are a budget provider, most clients don’t even reach 10% of the allowance, when a client is constantly pushing through 100mBits and affects other clients then yes the service will be suspended.
Regards,
Gareth Akehurst,
Senior Client Support Advisor,

Thrust::VPS
Follow us on Twitter : @thrustvps

Ticket Details
===================
Ticket ID: DUH-449294
Department: Escalations
Priority: Low
Status: Awaiting Customer Reply

Now an automated reply to the earlier support ticket (which ignores the intervening conversation.)

From: “Support” <support@damnvps.com>
To: mick
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Thu, 03 Jan 2013 17:24:52 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

mick,
This message concerns your ticket #DHZ-154479. We have not received any response back from you in 72 hours, and would like to know if you consider this issue to be resolved. If you have any further questions, simply respond to this e-mail.

Subject: recurring failures on my VPSs
Department: Support
Priority: Low
Status: Awaiting Customer Reply

Please note that the ticket will automatically be closed within 24 hours if no response is received from you. The ticket will not be closed in the case that you send another reply.

Thrust::VPS

From: mick
To: support@damnvps.com
Subject: Re: [#DHZ-154479]: recurring failures on my VPSs
Date: Thu, 3 Jan 2013 17:41:36 +0000

On Thu, 03 Jan 2013 17:24:52 +0000
“Support” <support@damnvps.com> allegedly wrote:

> mick,
> This message concerns your ticket #DHZ-154479. We have not received
> any response back from you in 72 hours, and would like to know if you
> consider this issue to be resolved. If you have any further
> questions, simply respond to this e-mail.
>
> Subject: recurring failures on my VPSs
> Department: Support
> Priority: Low
> Status: Awaiting Customer Reply
>
> Please note that the ticket will automatically be closed within 24
> hours if no response is received from you. The ticket will not be
> closed in the case that you send another reply.
>
> Thrust::VPS
>
No. It is far from resolved. You have failed to answer my questions and
you have simply confirmed that your advertised service is a lie. If you
cannot, and do not provide the adverstised bandwidth to me as a
customer, you should not be pretending that you can.

From: “Arun” <support@damnvps.com>
To: mick
Cc:
Subject: [#DHZ-154479]: recurring failures on my VPSs
Date: Thu, 03 Jan 2013 18:35:51 +0000
Reply-To: support@damnvps.com
X-Mailer: Kayako eSupport v3.70.02

Hello,

Please follow the ticket ID : (DUH-449294). So that our senior admin will assist you further on this.

Thanks for understanding.

Follow us on Twitter : @thrustvps

If you have any concerns or comments please feel free to ask for your ticket to be esculated to management.

Ticket Details
===================
Ticket ID: DHZ-154479
Department: Support
Priority: Low
Status: Awaiting Customer Reply

Correspondence ends. And with it, my future custom with Thrustvps.

Permanent link to this article: http://baldric.net/non-existent-support/