Hosthatch: very disappointing support
Last month, I learned that Hosthatch has native IPv6 for its Chicago location. I opened a ticket to request a subnet. It was answered within hours. However, IPv6 was not working at all. So I replied, and waited 3 days, and got zero responses.
I figured maybe they simply ignore customers' reply, so I opened another ticket addressing the same problem. The support agent assigned another subnet for me, but it was to no avail. The agent obviously had no clue what was wrong with their network, and said "we trust that this issue is isolated" while it was not. I ran
tcpdump, and found that while my VPS can receive ICMPv6 packets (RA and NS), but it appears packets sent from the VPS (NA or NS) were dropped and did not reach the router. My guess was that the bridge or firewall filtered IPv6 traffic sent from the VMs. I replied, with detailed explanation and logs attached, but got no responses.
I waited another 3 days, only to find that my second ticket was simply abandoned too. So I opened another ticket, and this time someone with some sense escalated it to their L3 support team. But now, after 14 days, I got zero replies. Apparently their heroic L3 team couldn't even figure out a simple IPv6 issue in two weeks.
While I was writing, I found another thread about Hosthatch's very disappointing support. I don't know why it's Offtopic, but it surely should gain some publicity. Potential customers (especially "promotional" customers, perhaps?) should beware the bad support.