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Bad experience with ChicagoVPS
I'd like to share a bad experience I had with ChicagoVPS.
I was trying to setup pptpd on my OpenVZ VM. This is the kind of support I got:
Tuesday, August 19th, 2014 (13:31)patrick dumais || Client
Hi I need to enable PPP on my VM but cannot find where that settings is.
I see a Control Panel button but I have no clue what the username/password
should be. I tried the credentials I use to enter the client area and it
doesn't work.**Tuesday, August 19th, 2014 (13:45)James Burkowitz || Staff **
Hello We have enabled PPP on your VPS.Tuesday, August 19th, 2014 (14:39)patrick dumais || Client
Thank you,
pardon my ignorance but when I modprobe ppp_generic I still get
FATAL: Module ppp_generic not found.
is that normal or am I missing something? I thought that enabling ppp would
solve that.Tuesday, August 19th, 2014 (16:26)James Burkowitz || Staff
Hello, Your issue is being looked into right now.Wednesday, August 20th, 2014 (11:16)patrick dumais || Client
Thank you, do you have an ETA for that?**Wednesday, August 20th, 2014 (13:07)James Burkowitz || Staff
**Hello Please check now . we have enabled PPP .**Wednesday, August 20th, 2014 (13:21)patrick dumais || Client
**Still no luck**Wednesday, August 20th, 2014 (16:19)James Burkowitz || Staff
**Hello, Please check it now.**Wednesday, August 20th, 2014 (19:54) patrick dumais || Client
**No. same thingWednesday, August 20th, 2014 (21:09)patrick dumais || Client
is PPP support supposed to be compiled in kernel or as a loadable module? because
I have no such module I can loadThursday, August 21st, 2014 (00:16)James Burkowitz || Staff
Hello Patrick, Sorry for inconvenience. Your issue has been fixed now.**Thursday, August 21st, 2014 (06:27)patrick dumais || Client **
Still doesn't work.Thursday, August 21st, 2014 (07:23)patrick dumais || Client
I just bought another VM running on KVM instead.
Never mind OpenVZ, I hope it will work on that one.
How long before the KVM VM is activated?
So after all this, I decided to buy a new VM that would run on KVM so I could get complete control over my kernel, so I don't have to put up with that kind of support:
Thursday, August 21st, 2014 (16:00)patrick dumais || Client
My new KVM VM does not allow me to login because the default root password shown on my
control panel does not work.
Also, would it be possible to move that VM to new jersey please?Thursday, August 21st, 2014 (16:34)patrick dumais || Client
By the way, by "moving the VM" to new jersey, I don't mean to move the actual image since
I can't login with root anyway. I don't mind rebuilding it once in new
jersey. As long as the provided initial root password works though.patrick dumais || Client
Is it possible to get a refund on this VM? These delays are not working out for me.
I've been trying to setup a pptp VPN for the past two days and thought I
could work around it by getting this new VM but now I'm just having new
problems. I cannot login because the root password is invalid and I get a
message saying "Not supported for this virtualization type" when I try to
change it.
If it is possible, I'd like to cancel that VM please.Thursday, August 21st, 2014 (21:40)James Burkowitz || Staff
Hello, I am assigning your ticket to our billing team.Monday, August 25th, 2014 (06:42) patrick dumais || Client
Is there any development on this?Monday, August 25th, 2014 (09:39)James Burkowitz || Staff
Hello, We do not offer refunds. We can either solve the problem or can added
payment as credit in your account. I have reset the root password.Monday, August 25th, 2014 (10:48)patrick dumais || Client
ok then is it possible to cancel the VM and credit the amount in my account so I can use
it to continue paying for my other VM?Monday, August 25th, 2014 (12:56) James Burkowitz || Staff
Hello, I am assigning your ticket to our billing team.Monday, August 25th, 2014 (18:57)Chris Fabozzi || Staff
You are all set, account credit added
RegardsMonday, August 25th, 2014 (21:19)patrick dumais || Client
OMG! You've terminated the wrong VM!
I hope my image isn't lost. Please terminate the VM that this ticket is
refering to and put back the other one.
Comments
Heh probably outsourced support... Just curious how much are you paying?
have CVPS outsourced everything to GVH in the last few months or something?
I was paying 3.50$ monthly for the VM that I wanted to get PPP support on (and that they have wrongly terminated) and 72$ annually for the new VM.
I understand some people will say "you can't expect much for those prices" but I would disagree. I expect to get the product I am asking for regardless of the price I am paying.
I am currently trying to get a refund for that 72$ but they won't give it back to me. So before you commit with this company, use a monthly payment basis to make sure your stuff works. Or just go somewhere else.
I will post again If they give me my refund.
so wait, they could not even enable ppp for you so you gave them another $72 up front?
Or have I got that the wrong way round?
I swear that support guy just says "It should be fixed now" without even doing anything. He does the same thing to me
you got terrible support and thought that by buying another server you would be able to circumvent the terrible support?
On an openvz VPS, you will not see the ppp_generic kernel module in the container's lsmod listing.
To see if the ppp_generic module is loaded onthe host node you should "cat /dev/ppp" them check if you see device node "108" in /proc/devices.
See ya...
d.c.
Yes indeed, I was foolish enough to give them even more money after having a problem. I thought It would be easier with a KVM instead OpenVZ. But now problems just accumulate over each other. I'm afraid to request more support.
I just lost the 72$ I guess.
They use(d) the same outsourced support. I believe GVH stopped using them, though.
Terrible support, but they probably did enable PPP for you (or it was already enabled).
You can't load kernel modules in an OpenVZ container, they are loaded on the host node. So probably your first VPS would have worked, too. You should've just googled.
Our staff are completely in house and residents of English speaking countries, primarily the US and Canada. We are VERY proactive and have 3 staff representatives on this forum.
No I checked by trying to cat /dev/ppp and also by looking at pptpd logs. If you look at the conversation I posted, I have attached a piece of log and results from "cat". And then later in the discussion I keep saying "no, same thing"
Really?
Yeah, their support is not good recently.
The staff tould me the network is working from their side 3 or 4 times, but every time I check it, it's not working, and it's not reachable from every location of just-ping.
But finally it's working, and the VPS is good enough.
>
Unless they have actually gone now...
Not so bad, dont expect to much from cheap VPS. Total uptime for 6 month >= 99.5%
Ill be honest, since the departure of some of our US based techs, I resulted to outsourced support for the past 2 months and it is brutally awful, but the business still has to run.
Ive been on the lookout and have had interviews with a few people, the outsourced team will be released and replaced with real support here in the next few weeks while we finish up a few other issues.
@CVPS_Chris I'll give you props for being honest and transparent. However, sometimes it's best to just do all the support yourself instead of outsourcing a team of incompetent individuals.
Especially when it seems that all the techs are using the same name and never bother reading more than one reply into the ticket.
@DalekOfSkaro, @Chankster, As much as I do like that option and put in never ending hours day in and day out, the problem with that is, myself and the other North American based techs are not enough to handle the support load of 30,000+ clients.
Like I said, I have conducted a few interviews and will be taking on more very soon.
@CVPS_Chris unfortunately due to that decision I had my data nuked by one of your "techs". Fortunately though you'll have one less customer to worry about.
@Chankster, we can compensate you for the mistake. You can PM me
@CVPS_Chris unless the compensation is to my wallet I don't want credit for more "services".
Please compensate also to me! I have written to you several e-mails!
Check the IP!
@kovacsak, PM me with ticket ID
@cvps_chris does it always must be created thread on LET to take some attention from you sir ? because (maybe) most of our customer ticket/issue was ignored.
Makes sense. I hope you find good candidates soon.
Come on guys he has 30'000 other customers he can't spend all day helping everyone!!