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OVH wrongly cancelled my VPS, is there any way to protect my rights?
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OVH wrongly cancelled my VPS, is there any way to protect my rights?

Brief Story:

I purchased a VPS on OVH on September 6th 2020, and the VPS was suspended and cancelled on September 12th.

My VPS was cancelled for sending phishing emails on August 25th. I purchased this VPS on September 6, and I did not own the IP address on August 25.

I stated this fact to OVH's customer service and abuse team, but they chose to ignore it and did not restore my VPS.

I have purchased for 2 years, and the reason for choosing long-term purchase is that there is a discount for long-term purchase.

Is there any way that I can get my data and money back?

Story supplement:

The abuse team of OVH sent me reminder emails on September 9th and September 11th. Gsuite treated these two emails as spam, so I didn't see them in time.

By the time I saw OVH's previous abuse reminder email in my spam folder, my VPS had been cancelled.

The OVH support team asked me to contact the abuse team directly. I sent a message to the OVH support team in the ticket, and they never responded to me again.
I replied to the abuse team’s email, and they did not reply to me either.

I replied to your abuse team just now.
Google suite treats emails from your abuse team as spam, so I’m not sure whether the reply can be delivered.

Date received14/09/2020 08:20(The timezone is GMT+8)

Can you contact your abuse team to check if they receive my reply or not?
Gsuite treats emails from your abuse team as spam, so gsuite may not deliver my reply to your abuse team.

Date received14/09/2020 11:00

Do your abuse team receive my reply?
Can I temporarily access the VPS to get my data back?

Date received15/09/2020 06:58

My reply to OVH's abuse team:

Please pay attention to the time when abuse occurred, it occurred on “Date: 25 Aug 2020 12:40:02 +0000“. I purchased the VPS on 6 September 2020. The abuse occurred before I owned the ip address.

Mon, Sep 14, 8:09 AM (1 day ago)

Comments

  • Thanked by 2jackywood TheKiller

    "Across the Great Wall we can reach every corner of the world"

  • Just move on for the most quick solution

    Thanked by 1kkrajk
  • A very unfortunate case of Blast from the Past

  • WTF if this is true.

    BF/CM Grabs: 1-GeorgeDataCenter, 1-Netcup, 1-Avoro, 1-PHP-Friends, 1-Virtono, 1-AlphaVPS, 1-VirMach ($1/year!)
    Other VPS: 4-Virmachs

  • If this is true this is a big fuckup on OVH's side.

  • @akhfa said:
    Just move on for the most quick solution

    no, i wouldnt.

  • Just move on for the most quick solution

    to humanist provider :p
    and restore remaining data

    me to, I'm not comfortable on OVH VPS
    if on range better Leaseweb

  • @zafouhar said:
    If this is true this is a big fuckup on OVH's side.

    This is true.

    Above is a screenshot of the email sent by the OVH's abuse team.

  • Had some bad support yesterday for my service and today this....too much from OVH

  • jarjar Provider
    edited September 15

    Many times I said I was done with OVH. But then I gave them another chance and got a server that wasn’t for production. In setting up the billing agreement for it they partially reactivated an old, previously cancelled Exchange service. It wasn’t fully reactivated and as a result couldn’t be cancelled properly, would error out. Their support couldn’t cancel it for me either, and just kept telling me to use the panel to do what it wouldn’t do. Had to kill the billing agreement and lose all services for nonpayment to fix it.

    Thus began yet another story of completely useless support by a provider that relies so heavily on automation but can’t competently manage it.

    Fuck OVH. Worthless cunts, all of them. Not language I use frequently these days. Chargeback everything and don’t look back.

    MagicSpam blackmails providers into buying their software, and ServerHub is a professional spam organization.

  • Are they holding your 2 years prepayment? If so file a dispute with your CC company.

    Forget about reasoning with them, they are French.

    Thanked by 2TimboJones WSWD
  • they are OVH

  • Billions was lost and major law suite is a must. /s

    OVH makes mistakes, they are everything but perfect. didn't you had a backup? If yes - restore server and continue. If not, there is always hetzner.

    hostWP.net -- Free Wordpress Hosting!

  • OVH_APACOVH_APAC Member, Provider

    Hello @jackywood ,
    Could you please send me in PM your support or abuse ticket number or VPS number for investigation?
    Will escalate this case internally to the appropriate team.
    Thank you

  • @darb said:
    Are they holding your 2 years prepayment? If so file a dispute with your CC company.

    Forget about reasoning with them, they are French.

    I paid by credit card. I just updated the ticket to ask if a refund is possible. If I can't get a refund or no response, I can only contact the bank to try to recover the payment.

  • @OVH_APAC said:
    Hello @jackywood ,
    Could you please send me in PM your support or abuse ticket number or VPS number for investigation?
    Will escalate this case internally to the appropriate team.
    Thank you

    I have sent you the abuse ticket number and VPS number, thank you for your help.

  • experttechitexperttechit Member, Provider

    This is why I won’t pay long term for OVH stuff. I have been moving some services away and continue to do so.

  • serv_eeserv_ee Member
    edited September 16

    OVH has been getting a lot of bad press around here lately. You'd think one would learn from it...

    I swear to drunk Im not god

  • deankdeank Member, Troll
    edited September 16

    Well?

    Sue. Let us know how the court process goes.

    There are two things that make Earth spin: Money and PMS.

  • sue them.

  • @deank said:
    Well?

    Sue. Let us know how the court process goes.

    OVH reopened the VPS and I retrieved my data back, and I will get a refund.

    Thanks @OVH_APAC for your help.

    Thanks for all the comments!

    Thanks LET.

    My native language is not English, thanks to the translation software for making my posts fluent.

  • if true, @OVH_APAC must be apologize in here, at least clarify
    cause drama like this

  • deankdeank Member, Troll

    All that shit drama and she won't even sue.

    There are two things that make Earth spin: Money and PMS.

  • OVH_APACOVH_APAC Member, Provider

    @pedagang said:
    if true, @OVH_APAC must be apologize in here, at least clarify
    cause drama like this

    Hello @pedagang and all, our support team has been in touch with the concerned user to fix the issue already.
    There were very serious concerns with the previous owner of the service and unfortunately our abuse team overlooked the fact the service had changed of ownership in the interim. This is a rare occurrence and our abuse team sincerely apologizes for the inconvenience caused to this user.
    Hope this clarifies.

  • Kids, this is why you shouldn't day drink.

    OP, happy to hear that it got resolved. Good on you @OVH_APAC

    I repeat, RAID is not backup | Looking for a developer for your next project? - Hire me

  • All’s well that ends well?
    Can the title of the thread be changed??
    Mods??

  • jackbjackb Member, Provider
    edited September 16

    @vyas11 said:
    All’s well that ends well?
    Can the title of the thread be changed??
    Mods??

    Not sure there's anything that needs changed in the title. OVH clearly made a serious mistake, which is reflected in the title?

    It is lucky that OP's data hadn't been removed yet.

    Thanked by 1TimboJones

    Afterburst - Awesome OpenVZ&KVM VPS in US+EU

  • vyas11vyas11 Member
    edited September 16

    @jackb said:

    @vyas11 said:
    All’s well that ends well?
    Can the title of the thread be changed??
    Mods??

    Not sure there's anything that needs changed in the title. OVH clearly made a serious mistake, which is reflected in the title?

    It is lucky that OP's data hadn't been removed yet.

    Ah, I see the point. While it appears OP’s matter is getting resolved, Original problem statement still remains...

  • Been with OVH for 8 years i believe and i've yet to encounter serious issues. Aside from the crappy ddos protection (those internal unfiltered attacks) i've nothing to complain about. Will most likely renew in the spring when my term is up and if i still got the money for it.

    Thanked by 1OVH_APAC

    So Say We All

  • raindog308raindog308 Administrator, Moderator

    @LTniger said: Billions was lost and major law suite is a must. /s

    https://lowendbox.com/blog/lowendlols-billions-per-hour/

    For LET support, please visit the support desk.

  • TimboJonesTimboJones Member
    edited September 16

    @raindog308 said:

    @LTniger said: Billions was lost and major law suite is a must. /s

    https://lowendbox.com/blog/lowendlols-billions-per-hour/

    I thought you were going to make the comic clickable so mobile users can see the other half?

    Edit: also, don't you need to include the incorrectly spelled "loosing" to complete the joke?

  • raindog308raindog308 Administrator, Moderator

    @TimboJones said: I thought you were going to make the comic clickable so mobile users can see the other half?

    Sorry, I thought I'd updated them all. Fixed it. If you click on the comic, it should open the full-sized version. Or there's a link below it that says "Full Size".

    For LET support, please visit the support desk.

  • Seems Fair

  • @raindog308 said :

    @TimboJones said: I thought you were going to make the comic clickable so mobile users can see the other half?

    Sorry, I thought I'd updated them all. Fixed it. If you click on the comic, it should open the full-sized version. Or there's a link below it that says "Full Size".

    Thanks. cough Jersey became sentient and started a store? Typos change meaning. :p

  • However, I have one question here , is it that OVH support is so busy or short in staff that they mostly decides to not read full message. I am sure OP has sent them mail informing about the previous owner of IP being the actual abuser. But still they overlooked which is also confirmed by @OVH_APAC here. Is it that they actually ignores mail or they have too much work to do and mails get slipped through somehow ?

  • OVH_APACOVH_APAC Member, Provider

    Hello @Saahib ,
    OVHcloud support does not ignore tickets despite beeing a busy team and this team has been growing lately (I can only talk for APAC region for instance where we have additional teams based in India for tech support too now, and Singapore for sales support + Australia).
    Regarding the case above, this is a unfortunate mistake from our Abuse team which they have apologized for; OVHcloud support team handled the communications with the client.

    For more info about our various levels of support: https://www.ovhcloud.com/asia/support-levels/

  • HosterlabsHosterlabs Member, Provider

    @OVH_APAC said:
    Hello @Saahib ,
    OVHcloud support does not ignore tickets despite beeing a busy team and this team has been growing lately (I can only talk for APAC region for instance where we have additional teams based in India for tech support too now, and Singapore for sales support + Australia).
    Regarding the case above, this is a unfortunate mistake from our Abuse team which they have apologized for; OVHcloud support team handled the communications with the client.

    For more info about our various levels of support: https://www.ovhcloud.com/asia/support-levels/

    Has happened to me as well, got a phishing website alert like three times, I took it down on the first warning and I have gotten replies of : Oh you must shut it down within 24 hours. I just answer telling them it has already been shut down and then I get another warning again.

    Has happened several times were I take sites down and vm's but they still complaint. Their anti-hack also has a bit of false positives on legit customers, so, I kind of waste time investigating their claims.

    [Signature violates rules]

  • This is appalling on part of OVH... They are a big 'organization' and they cannot be such irresponsible, period! Even Online.net (scaleway now) have called up and given such issues due diligence when needed instead of just wiping off customer's VM.

    And to those dickheads trolling Billions was lost.. I say f*ck you in the face. You show that you are neither professional, nor you have any such experience hosting serious business data. Every person's data is important for himself and even if he has full backups and everything, getting onboard with a new provider, getting new VM provisioned, setting up the server, restoring data and then verifying everything is working fine is a big big hassle.

    @jackywood I feel your pain brother. Admittance of mistake and apology from OVH is a good thing or else I'm sure thousands of customers are going to feel unsafe very soon.

  • @mehargags said:
    This is appalling on part of OVH... They are a big 'organization' and they cannot be such irresponsible, period! Even Online.net (scaleway now) have called up and given such issues due diligence when needed instead of just wiping off customer's VM.

    And to those dickheads trolling Billions was lost.. I say f*ck you in the face. You show that you are neither professional, nor you have any such experience hosting serious business data. Every person's data is important for himself and even if he has full backups and everything, getting onboard with a new provider, getting new VM provisioned, setting up the server, restoring data and then verifying everything is working fine is a big big hassle.

    @jackywood I feel your pain brother. Admittance of mistake and apology from OVH is a good thing or else I'm sure thousands of customers are going to feel unsafe very soon.

    Thank you for your understanding and support, brother.

    I hope what happened to me was just an accident and no one else will encounter it in the future.

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