Hivelocity Support Problem

We're looking for a managed dedicated server in NL or DE DC,
We have read much praise in here for Hivelocity but we checked their managed plans and amazed to see that they do not offer any support in cases where FFMPEG or 3rd party scripts are involved.
We need support whenever anything happens where our tech/dev isn't capable enough to solve the issue. As an example of such tech challenge that we would need to have covered by the managed hosting is issues that relate to diagnosing network package losses that are noticed when using a custom Google Cloud Translation API. In such case we wouldn't want to get told 'We can't support you because you're using 3rd party CMS/Software'

We're used to managed dedi hosting in US and have never had any such issues where support aren't taking care of everything. We need to understand who in NL or DE does provide such services?
We do not need support often but when do we we want a sysadmin on the other end who isn't just trying to avoid supporting based on some weird T&C.
Usually over a year we may need 5 hours of support, so during these 5 hours we need just full support and dedication from the support staff as rest of the year the payment for the services has been more of an insurance payment.

I have some servers at Hivelocity, since 2017.

No network problems, 100% uptime, excellent hardware and support.

Yesterday, after 2 or 3 years, one of the backup disks on one of my servers, failed.

I opened a ticket asking how to change to a new HDD. To my surprise, the support offered the possibility to clone the disk to try to recover the data. Despite being a backup disk, it would be good to recover, as I had left some old accounts there.

Then they removed the HDD and cloned it in 3 hours, for a new HDD. And it worked! all recovered data. Of course, it will not always be possible to recover, it will depend on the problem that the HDD presents.

And during the whole process, the Hivelocity support team was very active, I scheduled to shut down the server after 7PM (so they can insert the new drive) and minutes before they wrote saying "we are ready to install the new HDD, you just have to shutdown the server". Never, but never, have I seen this type of concern with the customer, in the datacenters where I have been. I'm in this market this 2004, I had servers at The Planet, Layered Tech, Host Dime, LiquidWeb, and so many others that don't even exist anymore.

I've had servers in other companies, which were managed, and I didn't have support like that. My servers at Hivelocity have no management, but they go beyond what was expected, gave me all the support from beginning to end of the process, offered the data recovery service for free and even warned that they will save the old HDD for a week, for any emergency.

Thanks Hivelocity, I only have one thing to ask: keep it up, "this is the way".

Been a customer of ServerComplete since mid 2017, service was great until a few months ago when I started to have issues sending emails due to their SMTP filtering simply not working or never delivering the email to the mailbox of the recipient. Lately I've also been having issues with them expiring the cPanel license that's ordered through their customer portal and taking longer and longer to active it once again so that cPanel can continue working. Currently have 2 unanswered tickets that have been open for over 15 hours at this point and their ticket page in said customer portal states the following "Our Technical Support department should be utilized for all issues outside of emergency and server outage issues. Our Technical Support team is available 24/7 and on average, you should see a response to your issue within 12 hours.", the lack of communication and action is quite disheartening and frustrating.

oneprovider.com

This is based on my experience buying & using dedicated server at oneprovider.com

Following points make this host a perfect AVOID case:

1. No proper communication - you will not get answer when your server will be ready, just keep waiting

2. No Phone support at all - this is the worst thing to face as a client. No Telephonic support at all. Even for the greatest issue like server down, you have to raise ticket and start praying almighty.

3. Chargeable support - They have 2 paid support categories and to promote them, regular customers are treated in the worst manner.

4. Unreasonably Longer time to respond tickets - For server outage, network failure, their support took more than 8 hours to respond and again, they simply asked some choices and once you make one, another 8-10 hours.

5. IP issue - If for any reason, your server is to be replaced, they are unable to provide you same IPs even for same location ! Hence, DNS propagation and all will be the headache for clients.

6. Unfriendly Refund Policy - I have NOT received refund yet. For their own faults as well, they are not willing to refund customers. Rather, they want to make proportionate refund. They considered Time wasted on their support tickets as services used by customer!.

In nutshell, at oneprovider - Dissatisfaction Guaranteed!

I can also provide tickets' snaps in support of my views above.

You are advised in your own interest to AVOID crappy host oneprovider for any serious work.

Hello,

I've really strange issue with this careless company called Hetzner,

I've server with them for shared hosting, there was abuse for one site on it and they sent me mail to resolve this abuse in only 1 hour or they will block the service for the main server ip .

I've seen this mail after 2 hours, when all of my clients sites has been stop working , I checked my E-mail and i got this message on junk mail (no problem till now)

Then, I've sent reply to Hetzner abuse department, that i have solved this abused issue and deleted the abuse file from my client hosting site,

They didn't reply me for long hours, and keep blocking my main server ip which makes all my clients sites down !!

After that, i sent message to support, Hetzner support replied me with very strange reply !!

Please note that it's 02:20 CET Saturday morning. So currently there's no one available I regret. Most likely they will be back in office by Monday 08:00 CET.

They want me to wait more than 2 days with server down because they blocked it and went to the weekly vacation !!!

How Hetzner imagine the clients can wait more than 2 days with all sites down ? Could a company that respects its customers block server for 2 days till there employee ends the vacation ?

Do you think that clients can trust you again after making them losing there business ?

What is the regret that your company gives ? Does Hetzner really respect its clients ?

It's very bad experience with Hetzner

Hi,

how can I find or create support phone password for my server at hetzner.

one of my server is down for 9 hours, contacted telephone support at Hetzner, they asked
me to contact hetzner data center support, DC support is asking for phone password which
I dont have, or cant find anywhere.

what should I do, I did open tickets in robot but no use so far.

Hello,

I am looking for premium* dedicated server providers offering Intel Scalable Processors. (Or the latest Processor that can offer min 2x16Core (without HT))
I would prefer EU location but any US location with better pings to South Asia would work as well.

So far, I have looked into LeaseWeb, PhoenixNap, Hivelocity. Wondering what else is out there .. Any provider you think gives similar network and support to their clients?

Premium = Support is always available for any network / server / hardware related issue. And any issue gets address timely. (Don't have to wait an hour for an update). Don't need full management.

Thanks

Background
We run a game server hosting company which has been running since 2012. We currently rent roughly 200 dedicated servers from 6 different providers. We currently rent roughly 60 of these dedicated servers from WebNX. We've been with them for just over 7 years and I can safely say that they've been the best datacentre we've used. I know how important reviews are to a company; I feel that we've used WebNX long enough to write an honest review.

Support
We've had our fair share of rubbish support from datacentres in the past. WebNX definitely provides the best support out of all the datacentres we've used. During the past 7 years, I'd say the average response time for a ticket at WebNX was about 10 minutes. We've found the biggest issue with large datacentres is that their support teams are disjointed. This leads to issues which "don't fit the norm" taking a long time to resolve. WebNX is large enough to provide 24/7 365 day support yet small enough to provide genuinely good "straight to the point" support.

Reliability / Uptime
All the datacentres we've used have had some sort of major outage at some point in time. During the 7 years, there have been a couple of network outages at WebNX but the issues have always been resolved quickly along with good communication. Considering the number of servers we have with them, I'd say the uptime is incredibly high.

Hardware
During the past 7 years we've switched our server hardware roughly 4 or 5 times. It's as simple as contacting them letting them know what hardware you like, they provide a reasonably priced quote and in a couple of days, the server is delivered. I'd say on average, broken hardware is resolved in roughly an hour from us opening the ticket.

DDoS Protection
I'd say this is the downside of WebNX. They'll automatically nullroute the IP address if a DDoS attack is detected. The amount of time the IP address is nullrouted depends on how much traffic the attack is sending. It's not really a huge issue for us as we can quickly work out which one of our clients was targeted and then get migrate them over to a DDoS protected IP address. I'm hoping at some stage they'll provide onsite DDoS protection.

Price
They're very reasonably priced considering the support and customisation which they offer.

Network
WebNX's network is top notch. Nothing to complain about at all.

Keep up the great work WebNX! Would be great if you could get another datacentre setup in East Coast USA.

We are renting some servers in hetzner fsn (about 40) in different dcs with 10g connectivity. About 1 or 2 times in month we have network problems. 30 or 40 % of packet loss for one or two minutes.
It always connected to one datacenter . For example we have that problem with 7 servers in dc14 from 13:39:00 till 13:40:30 cest. Contacting support always leads to big works like additional logs, mtr and etc. We are losing a lot of time.
Hetzner support always says that the problem is on our side. But sometimes they propose to free exchange of server or server migration. But they never confirm problem on their side. That's all. We are using very different server configuration from kubernetes on bare metal to hyper-v vms with sql server. Most of our servers are amd epyc ax161.

The problems was really serious in December. We have constant problems (once a day) with all new servers in dc15. We resolved it by relocating servers to dc16 and problem disappeared for some months.

Currently we really don't know what to do. In march we had it 3 times with dc4 and dc13(not sure). Does someone has the problem? Can you advice hosting with great support and not very high prices?

I have been trying to find server admins for a Cpanel dedicated machine.

I find my experience has been the following in the last few years.

1) CHEAP -- great if nothing is needed. Low skills, low service. Outsourced to 3rd world countries. Only really available to do work during flip-flop hours (I am in USA). Never worth it in the end.

2) Affordable with either

a) GREAT service and low skills (still outsourcing to cheap freelancers?)
or
b) Poor service and low skills

3) Individual, who's pricing changes, availability changes, or business communications are not fully professional.

Is there anyone out there that has GREAT SERVICE and DECENT Pricing? or do I just need to bite it and pay $200 a month (twice the cost of the server lease) for decent administrative services?

My most recent and present experience is with a provider here from WHT. They are in the EU. Their reps log in from Germany and Greece. Usually in the US daytime, work is not done.

They told me they were UNABLE to repair the Kernel. Somehow, a previous admin had installed kernalcare and they claim it was removed and now causing errors in csf/lfd. (they didn't know how to fix it)
My only solution was to reinstall os or buy a New server from them.

Let me add, they were very pushy on how "old" my machine was and that was the reason support was slow.

they had problems backing up the system and couldn't guarantee it would work right again unless I bought anew server from them.

I didn't, they are in the EU and I am in the US, so not worth the GDPR compliance hassles.

So Did the reinstall with my DC.

Guess what, same problems...and more. For days. Their "pro-active" admin didn't catch these errors. I had to report them. eventually many of them got them fixed.

Except now, most sites are NOT working properly.

Basic things like .htaccess file and default.htm not recognized and working.

They told me because there are so many possibilities of php/configurations, we need to go through every site and test every function, then let them know, site by site, issue by issue.

Except they all worked fine before...

I have lost a LOT OF TIME and MONEY with this.

So, now, once again, looking for a company that can work with CPANEL and not blame the last admin or the server on their inability to manage it.

Anyone else have this issue?

how did you resolve it, just keep trying and trying, month after month with company after company?

Normally, I would just go with a dedicated machine that came with management. I didn't have these problems when I did. But the servers cost 3 times as much.

I guess I am asking, am I missing something or Is this just part of saving money on a dedi? No way around it except to just pay for the topline?