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Virtono Dallas - Downtime over 12 hours - unprofessional service
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
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.
Might be something in Dallas then. I have a vps from VPSDime down since some hours.
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.
You need to calm down.
If it’s an issue on their end, you will be compensated accordingly.
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.
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.
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
@virtono feel free to chime in.
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.
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.
FYI, network for my VPS is restored now.
update: Finally they issued a refund.
Hope Virtono can do better in the future. Thank all who commented in this post.
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