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LetBox Issues | retracting service with custom terms
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LetBox Issues | retracting service with custom terms

PcJamesyPcJamesy Member
edited June 2013 in Providers

Short story: I contacted letbox about a custom vps with a bit more drive space and the cpu limitations lifted from what was stated in their AUP. The sales support tech agreed to the terms that i could receive this for $20 a month (about 3X LEB price). The server was setup and everything was fine.
Today i was greeted with a service suspension notice for CPU Abuse. With their standard limit being load average of 1 or 20%.

top - 02:48:32 up 17 days, 21:43, 0 users, load average: 1.23, 1.03, 0.67
Tasks: 36 total, 1 running, 35 sleeping, 0 stopped, 0 zombie
Cpu(s): 28.4%us, 1.0%sy, 0.0%ni, 67.0%id, 3.2%wa, 0.0%hi, 0.0%si, 0.5%st

First thing i thought was this must have been by accident, OK so i contact support inquiring why it was suspended. The gave me what is shown above and that it was CPU abuse. Now wait a second i was paying you about three times the price that the vps was normally would have cost to stop this issue if there was a spike in CPU.

Please read my interactions with their staff and what the agreed to. Now from my point of view they just were taking an extra $13 a month from me and didn't provide the service to the point of suspending the server. They just tricked me out of $13 per month for the past few months.

Pre-Sales Ticket
Alt text
Suspension Ticket
Alt text

Comments

  • Ask for someone who can speak fluent English? Maybe they will understand what he agreed to :P

  • PcJamesyPcJamesy Member
    edited June 2013

    It's the same support agent who agreed to the lifted CPU limit. I'm sure they likely don't have any. But if they don't need my $20 a month i'm sure there is another host who would happily take it.

    Anyone who can offer something along these lines

    4 cores w/ decent clock speed

    100 mbps with 1TB bandwidth

    5 GB or ram

    100 GB disk space

    U.S. Based

    $20 / month

    No ridiculous CPU terms. (non abusive) OpenVZ fine

  • BradNDBradND Member

    Not gonna happen

    No longer with ND

  • If you need a dedicated core constantly, you would need to pay a lot more than what you have expressed, especially with 5GB of RAM also.

    Serving you the best VPS, Web hosting, dedicated servers and more - Cloud Shards | Query Foundry
    We operate the network AS62638 | Available in Syd AU and Dallas, Los Angeles and NYC USA
  • PcJamesyPcJamesy Member
    edited June 2013

    typically only had a load of .5, if I had access to the load graphs i would show them. Plus if you read the longer ticket you'l see where the cpu was limited to 1.4 ghz per core.

  • trewqtrewq Administrator, Moderator, Provider

    Unlikely. That's up in the $40-50/month range from us.

  • @seriesn said:
    $20, 5gb ram? 100mbps unmetered? What were you expecting?

    well you got that for $7, i paid the $13 extra for the cpu usage limit removed.

  • The provider did agree to the terms.

    C, Bash, Perl, Python, PHP, and JS hobbyist. VPS collector. Blog

  • seriesnseriesn Member, Top Provider

    Issue lies with the let (note, not lowendbox but let) mindset where we want everything for nothing and then endup losing everything for nothing.

  • @joelgm said:
    The provider did agree to the terms.

    that is more of what i'm complain about they happily took my extra money.

  • rm_rm_ Member
    edited June 2013

    What did you expect, really?

    Also It was obvious from the first reply to your first ticket, that they barely read your tickets, probably understand very little English, what's most importantly care very little about you, and let's just say have not the greatest amount of general competence, technical or otherwise. This is completely in line with my experiences with other Egyptian company (CityNetHost) which I personally was using in the past.

    I always wonder, where do people see the logic in buying an US-based VPS from an Egyptian/Indian/Arabic/etc-based "company"?

  • key900key900 Member, Provider
    edited June 2013

    Look the IO wait, We have no problem with your CPU usage as long as paid for it also maybe there is some Misunderstanding.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • key900key900 Member, Provider
    edited June 2013

    @rm_ said:
    I always wonder, where do people see the logic in buying an US-based VPS from an Egyptian/Indian/Arabic/etc-based "company"?

    We provide services better thans lot of US provider here, Have you ever try us?

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • key900key900 Member, Provider

    @PcJamesy said:
    typically only had a load of .5, if I had access to the load graphs i would show them. Plus if you read the longer ticket you'l see where the cpu was limited to 1.4 ghz per core.

    I will be happy to can provide screenshot if you wish form the CPU usage but this not the issue I/O is.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • DroidzoneDroidzone Member
    edited June 2013

    Edit: Nvm..I can see it mentioned on the ticket.

    C, Bash, Perl, Python, PHP, and JS hobbyist. VPS collector. Blog

  • key900key900 Member, Provider
    edited June 2013

    @joelgm said:
    That's contrary to what the customer was infomed. He was quoted atop value and told that it was CPU abuse that led to suspension of VPS. Now you're saying it is IO. Which one is it?

    Where did we say the CPU abuse? The support just copy past no signal word about CPU overload. The customer misunderstanding and the support agent fault too for no explain.

    I'm on my way now and i happy to work with cutomer to resolve this.

    Thanks.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • irmirm Member
    edited June 2013

    @key900 said:
    Where did we say the CPU abuse?

    Uh the final part of the suspension ticket screenshot shows you or one of your support staff members citing the reason for the suspension was due to IO abuse and CPU usage.

    I could understand if the customer was going overboard with IO abuse but you guys are also specifically citing CPU usage as one of the contributing factors for the suspension.

  • key900key900 Member, Provider

    @joelgm said:
    Edit: Nvm..I can see it mentioned on the ticket.

    Yes, That's before read his custom plan i see the support fault here looks he not read the ticket history, but the same here mention I/O.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • key900key900 Member, Provider

    @fcfc said:

    Answered before.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • prae5prae5 Member

    3% wait is hardly io abuse.

  • key900key900 Member, Provider
    edited June 2013

    @prae5 said:
    3% wait is hardly io abuse.

    From screenshot i get from support it's 4 and sometimes up to 6

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • AnthonySmithAnthonySmith Top Provider

    wow .... just..... nvm

    I am no longer active here, find me at https://talk.lowendspirit.com

  • The io wait was likely due to a full map backup being made every three hours and generating an pretty large zip file. @key900 can you tell me if these IO spikes were constant or about three hours apart.

  • key900key900 Member, Provider

    @PcJamesy said:
    The io wait was likely due to a full map backup being made every three hours and generating an pretty large zip file. key900 can you tell me if these IO spikes were constant or about three hours apart.

    I'm sorry i wasn't there i enjoy by my weekend, I will let my staff update your ticket.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • DomainBopDomainBop Member
    edited June 2013

    @key900 said:
    We provide services better thans lot of US provider here, Have you ever try us?

    Based on the comments left by unsatisfied customers on all of your LEB offers, a fairly clear picture emerges: massively oversold RAM and nodes whose performance is subpar to mediocre at best (stuffing 5GB RAM plans on E3's with only 32GB WTF), and customer service and ethics that rank near the bottom of the openvz barrel.

    A handful of providers (specifically Prometeus, Edis, Iniz) ,all of them using E5's with a minimum of 128GB-256GB RAM, have been able to successfully offer openvz mega-5GB-RAM plans that offer great performance....

    ...and then there are the providers like you who oversell RAM like mad and offer 5GB plans on E-3's with 32GB RAM max per node. Sorry, but when you're selling 5GB plans on 32GB nodes the end result will always be crap performance. Combine that crap performance with a support staff that appears to have trouble even knowing how to tie their shoes, and the end result is a long line of unhappy customers.

  • MaouniqueMaounique Member
    edited June 2013

    @prae5 said:
    3% wait is hardly io abuse.

    It depends on host.
    When you have fast disks the customer must hammer them badly to get 3% or anything above say .3 io wait.
    For the regular sata providers, that is normal, I agree, but it depends very much on the local setup.
    We do not have io over 1 unless the back-ups are running or there is some abuser at it.

    Extremist conservative user, I wish to preserve human and civil rights, free speech, freedom of the press and worship, rule of law, democracy, peace and prosperity, social mobility, etc. Now you can draw your guns.

  • key900key900 Member, Provider
    edited June 2013

    @DomainBop said:

    We are using E5 bro, We just using E3 as long as we have free Ram there, If you don't know how it going and run Please stop saying anything.

    @Maounique said:

    We do not have io over 1 unless the back-ups are running or there is some abuser at it.

    We are using SAS2 And yes 3% or 4% should be abuse.

    The Customer have another VPS and never complain.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • ztecztec Member

    His English hurts me. I understand him though, but would never trust him with my personal information.

    You can spam me with any yearly shared hosting deal.

  • key900key900 Member, Provider

    @ztec said:
    His English hurts me. I understand him though, but would never trust him with my personal information.

    distrustful previous of experience?

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • seriesnseriesn Member, Top Provider

    Regardless of your service quality or clients feedback or hardware , you are pretty hostile towards people and your clients. You need chillux "bro".

  • fapvpsfapvps Member

    @PcJamesy If you didn't find anything yet and would be interested in our quad-core plan I can set you up for $20

    Fast Affordable Professional Virtual Private Servers
    No situation is too much of a handful for us. Let us give you a helping hand with this: FAPVPS Special Offers
  • I can help you with this if you so desire I can provide a vps that will not get suspended thanks

    Sonwebhost.com
    Web Hosting Reseller VPS & Dedicated
  • key900key900 Member, Provider

    @seriesn said:
    Regardless of your service quality or clients feedback or hardware , you are pretty hostile towards people and your clients. You need chillux "bro".

    Hostile? Can you let me where is? I not attack anyone expect Defending myself and learn form what we do from mistakes.

    If there is anyone have proof of poor performance let me know about and i will be happy to do my best to get better, I don't like some people just saying from their Estimates and gussing it's not fair right? Or i'm on wrong?

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • DroidzoneDroidzone Member
    edited June 2013

    @key900
    I dont think you're hostile, but it's rather unfortunate that your technical support team is under orders to suspend a VPS the moment there is a spike in CPU/IO, without a notice or friendly reminder. In any case, once the customer informed you of the previous ticket and why he was paying thrice the normal amount, his domain could have been reinstated.

    Anyway if you cannot provide this kind of extra CPU resources, the fair thing would be to refund his money. As a customer I've tried many of the providers here, and feel wary of trying out services with this kind of policy.

    C, Bash, Perl, Python, PHP, and JS hobbyist. VPS collector. Blog

  • I will say i never had any performance issues aside from the network speed issues brought up in their last LEB post. Disk speed has always been between 300-400 mbps. They reactivated the vps and watching the IO wait with players on the server it goes from 0.0 - 1.0 occasional hitting 2 and dropping back down. during backups it can hit 6 for about 30 seconds or so.

  • key900key900 Member, Provider
    edited June 2013

    @joelgm said:
    key900
    I dont think you're hostile, but it's rather unfortunate that your technical support team is under orders to suspend a VPS the moment there is a spike in CPU/IO, without a notice or friendly reminder. In any case, once the customer informed you of the previous ticket and why he was paying thrice the normal amount, his domain could have been reinstated.

    Anyway if you cannot provide this kind of extra CPU resources, the fair thing would be to refund his money. As a customer I've tried many of the providers here, and feel wary of trying out services with this kind of policy.

    We already provide to the Client what we looking for the extra CPU and we have no problem with that, the VPs was suspended due I/O, My staff fault shouldn't be happend again Also i will be happy to refund the extra money what he paid too if he don't like our services.

    The client have another VPs and i'm sure he is happy with the services we provide.

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • key900key900 Member, Provider
    edited June 2013

    @PcJamesy said:
    I will say i never had any performance issues aside from the network speed issues brought up in their last LEB post. Disk speed has always been between 300-400 mbps. They reactivated the vps and watching the IO wait with players on the server it goes from 0.0 - 1.0 occasional hitting 2 and dropping back down. during backups it can hit 6 for about 30 seconds or so.

    The network issue has been resolved from our last offer in just few days, Please let me know if still get issue with network Speed i happy to looking into this for you.

    We also have 1gb port now

    [[email protected] ~]# wget http://cachefly.cachefly.net/100mb.test --2013-06-17 13:09:34-- http://cachefly.cachefly.net/100mb.test Resolving cachefly.cachefly.net... 205.234.175.175 Connecting to cachefly.cachefly.net|205.234.175.175|:80... connected. HTTP request sent, awaiting response... 200 OK Length: 104857600 (100M) [application/octet-stream] Saving to: “100mb.test”
    
    100%[=========================================================>] 104,857,600 88.8M/s in 1.1s
    
    2013-06-17 13:09:35 (88.8 MB/s) - “100mb.test” saved [104857600/104857600]
    
    [[email protected] ~]#
    
    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • ztecztec Member

    @key900 said:
    distrustful previous of experience?

    No, the fact that you probably use Google translate to communicate with us.

    Thanked by 1tux

    You can spam me with any yearly shared hosting deal.

  • akzakz Member

    i wouldnt be caught dead using one of these providers its like a duck trying to communicate with a fish its just frustrating.

  • key900key900 Member, Provider

    @ztec said:

    No really i don't

    @akz said:
    i wouldnt be caught dead using one of these providers its like a duck trying to communicate with a fish its just frustrating.

    I respect your opinion

    *LetBox.Com Make it Simple, Los Angeles & Dallas & New Jersey - Ryzen Pure NVMe + Block Storage Boxes!. Discord Community https://discord.gg/g6dqjmm
  • ztecztec Member

    We can at least tell you're passionate about your business, that's for sure.

    You can spam me with any yearly shared hosting deal.

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