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Virtono Dallas - Downtime over 12 hours - unprofessional service
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Virtono Dallas - Downtime over 12 hours - unprofessional service

tianyitianyi Member
edited July 16 in Reviews

Network problem

To MicroSoft Azure

mtr -rn moeclub.org
Start: Tue Jul 14 11:17:20 2020
HOST: w116.gubo.org               Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 38.68.40.3                 0.0%    10    0.4   1.4   0.3   5.4   1.5
  2.|-- 169.254.0.101              0.0%    10    1.7   4.2   1.4   7.7   2.2
  3.|-- 169.254.65.1               0.0%    10    0.9   1.1   0.3   2.8   0.5
  4.|-- 38.122.58.105              0.0%    10    1.0   0.8   0.6   1.0   0.0
  5.|-- 154.54.3.105               0.0%    10    2.1   2.0   2.0   2.1   0.0
  6.|-- 154.54.47.214              0.0%    10    1.9   2.0   1.8   2.2   0.0
  7.|-- 38.122.38.222              0.0%    10    1.9   2.3   1.8   4.2   0.7
  8.|-- 104.44.40.0                0.0%    10   10.4  11.4  10.2  19.5   2.8
  9.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0

To CloudFlare

 mtr -rn yabs.sh
Start: Tue Jul 14 11:38:32 2020
HOST: w116.gubo.org               Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 38.68.40.3                 0.0%    10    1.1   2.4   0.3   8.4   3.1
  2.|-- 169.254.0.101              0.0%    10    0.3   1.1   0.3   7.6   2.2
  3.|-- 169.254.65.1               0.0%    10    0.9   0.7   0.3   2.5   0.3
  4.|-- 38.122.58.105              0.0%    10    0.7   0.7   0.6   1.0   0.0
  5.|-- 154.54.1.69                0.0%    10    1.8   1.9   1.7   2.2   0.0
  6.|-- 154.54.28.74               0.0%    10    2.3   2.1   1.8   2.3   0.0
  7.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0

To Bandwagonhost Fremont

mtr -rn w3.gubo.org
Start: Tue Jul 14 11:18:49 2020
HOST: w116.gubo.org               Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 38.68.40.3                 0.0%    10    0.3   1.0   0.3   2.5   0.5
  2.|-- 169.254.0.101              0.0%    10    2.8   1.7   0.3   8.8   2.5
  3.|-- 169.254.65.1               0.0%    10    1.3   0.7   0.3   1.3   0.0
  4.|-- 38.122.58.105              0.0%    10    0.6   0.7   0.6   0.9   0.0
  5.|-- 154.54.3.105               0.0%    10    2.2   2.1   1.9   2.8   0.0
  6.|-- 154.54.44.229              0.0%    10    7.1   7.2   6.9   8.0   0.0
  7.|-- 154.54.30.174              0.0%    10    7.9   7.9   7.8   8.0   0.0
  8.|-- 154.24.30.38               0.0%    10    8.2   8.2   8.0   8.4   0.0
  9.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0

Their response is "Check the destination firewall"


https://i.ibb.co/pjKqNdq/virtono-response-1.jpg

I quickly pointed out their problem, "INVALID ASN"


https://i.ibb.co/9cDT2kb/RPKI.jpg
https://i.ibb.co/7NX6JNJ/invalid-RPKI.jpg

The ping.pe result at that time


https://i.ibb.co/SyTDKF0/ping-pe-result-0714.jpg

Later, the server down globally, I posted the ping.pe test result


https://i.ibb.co/NSL5wp3/ping-pe-result.jpg


https://i.ibb.co/mBPWxd2/ping-pe-w116-gubo-org.png

The full ticket screenshot

https://i.ibb.co/xgCh1k5/virtono-full-ticket.png

I can clearly tell that there is problem with Virtono network. They did not reply me over 12 hours nor solved the problem.

All the pictures at ImgBB: https://ibb.co/album/YcYdrb

Comments

  • defaultdefault Member

    Topic Flagged!

    Feedback and reviews with screenshots are always welcome, but please always hide confidential information, like staff name or customer name. We love drama, but not the drama with personal information involved. Complain about the service and company, not about some employees behind it, otherwise it becomes a personal offense.

    Please edit the screenshot with a software like Photoshop, and let only the first 2 or 3 letters of name to be seen, because names are considered private information, and these employees working in support are not some VIP or official public persons of a country.

    Fastmako (aff) - great VPS for your needs.

  • tianyitianyi Member
    edited July 16

    @default said:
    Topic Flagged!

    Feedback and reviews with screenshots are always welcome, but please always hide confidential information, like staff name or customer name. We love drama, but not the drama with personal information involved. Complain about the service and company, not about some employees behind it, otherwise it becomes a personal offense.

    Please edit the screenshot with a software like Photoshop, and let only the first 2 or 3 letters of name to be seen, because names are considered private information, and these employees working in support are not some VIP or official public persons of a country.

    Thanks. It was my fault, and I hided partial of the officer's name.

  • daffydaffy Member

    Might be something in Dallas then. I have a vps from VPSDime down since some hours.

  • HyperK9HyperK9 Member

    What it looks like to me (I haven't checked the prefix yet) is that one of their IP Blocks have an invalid RPKI record, which means transits are rejecting it, probably why it is down.

    Thanked by 1tianyi
  • tianyitianyi Member

    @HyperK9 said:
    What it looks like to me (I haven't checked the prefix yet) is that one of their IP Blocks have an invalid RPKI record, which means transits are rejecting it, probably why it is down.

    That's exactly the reason. I pointed out in the ticket but they ignored it.

  • sntsnt Member

    You need to calm down.

    If it’s an issue on their end, you will be compensated accordingly.

    Thanked by 2tianyi bdl
  • tetechtetech Member

    My VPS also has no connectivity (can access via VNC), so OP is not making this up. Communication hasn't been very good - "let me check" then 30-something hours of silence.

    Part of the issue may be that Virtono seem to outsource support in non-Europe hours, so someone is probably just clicking "on hold" in the ticket system and expecting it to be picked up by Virtono staff.

    Let's wait and see what the next few hours bring as people in Europe pick up the pieces. Probably no need to be asking for refunds at this point, but yeah, this sort of an issue needs to be fixed and communicated better.

    Thanked by 1tianyi
  • I have a VPS with them which went down for a day due to server failure.
    However, they compensated with one month of service extension.
    So let's hope they do it for you too.

    Thanked by 1tianyi
  • tianyitianyi Member

    Until now, the VPS is down. It is more than 48 hours since my first ticket.

    No solution, no ETA of fix except "you should check the firewalls on those servers too".

    For those who wants to test: http://ping.pe/93.119.181.105

    Test result now(Jul 17 02:46:53 UTC 2020): http://i.ping.pe/e/E/img_eEHSehKs.png

  • t0ny0t0ny0 Member

    @virtono feel free to chime in.

    Thanked by 1tianyi
  • tianyitianyi Member
    edited July 17

    Fri Jul 17 03:36:33 UTC 2020

    I've request a refund. Cancel the VPS according to the officer's instruction.

    However, we can still see the problem from the mtr test result. Their IP block is rejected by almost all of the transits.

    They asked me to cancel the service first.

  • tetechtetech Member

    Yeah, still down. I got a reply confirming that there is a routing issue with the IPs, it is being worked on, and will be fixed "soon" (tm).

    While I don't have any inside info, my impression is that this is affecting new VPS orders but not existing customers (i.e. they have IPs allocated from a different block). The geo of new Dallas IPs seems to still be Romania.

    From my perspective I consider it to be a "provisioning delay" which is different from a VPS in active use going down. I'm OK to give them another day or two to sort it out, but not a week.

    However, this is certainly not what anyone would expect when placing an order, doesn't seem to have been communicated very well, and isn't a good first impression. Therefore I certainly think tianyi is justified to ask for a refund if that is desired.

    Thanked by 1tianyi
  • tetechtetech Member

    FYI, network for my VPS is restored now.

    Thanked by 1tianyi
  • tianyitianyi Member

    update: Finally they issued a refund.

    Hope Virtono can do better in the future. Thank all who commented in this post.

  • virtonovirtono Member, Provider

    Hello,

    Indeed we had an issue in Dallas and took some time to solve it, however, it wasn't actually a real downtime, at least not for all users, but only for a few.

    Our servers and 99% of our network were up all the time, but we ran out of IP addresses because some clients placed many big orders, servers with multiple IP addresses, so we had to adapt and moved one of our available ranges from Bucharest to Dallas, but the upstreamer from Dallas blocked it as soon as it started getting some traffic, because of a human error from our side that caused invalid rpki.

    So, only a few VPS services that had IP addresses allocated from the new range were actually down.

    However, it was indeed an issue caused by one of our technicians and we are sorry for the inconvenience this may have caused to the affected users.

    Regards,

    Virtono Team

    Thanked by 1tianyi

    Virtono - Reliable and affordable Cloud hosting in multiple locations from Europe and US

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