Problems with server.lu

Quote:

---

Originally Posted by dwdm

@xirvik: power loss? I'm not aware of that.

---

Well, that's what the ticket response said :-)

Quote:

---

Originally Posted by dwdm

Doesn't mean a server is not critical, but low cost is always combined with "less" priority than high end and server.lu is low cost.

---

Don't know about the other guys (each business has it own needs) but to me delivery speed is not critical; what it's critical is to have a delivery date. For example, if you said I need to order a week in advance, that'd be fine.

In fact if you order system allowed to enter a "requested date of delivery" it would be perfect. You would be able to schedule setups, and we would be able to schedule costs, queues, and so on.

I realize that most casual clients who order a server or two would always choose 'give me my server now!', but us, who order a server or two every week, can perfectly help you by not requesting a high priority, ordering well in advance, etc.

Xirvik

Interesting thought... I'll bring that along on the next technical meeting.

any updates about internal gbit :whistling

No

sad :sadwalk:

Quote:

---

Originally Posted by xirvflux

Quote:

---

Originally Posted by Six66Mike

Quit emailing them and they won't be bogged down by requests :) Only email if you have a legit issue, not "where's my server" emails that just flood the system. You'll end up getting the server before you get a reply probably. (Says the guy who just had a colleague submit a NEW ticket for something already being discussed in an ongoing ticket! lol dufus people are dufus')

---

Well, if they don't want to get tickets about servers they should give a tentative delivery date when they get the order.

---

You get a rough delivery time on the invoice that comes with the order. An example is I bought a server on March 27. The server period on the invoice was April 1 - May 5. So the ETA would be April 1, and order was complete on April 2 so the ETA was pretty good.

I am curious though if hardware fault tickets still get treated with priority, we submitted one for a RAM problem on the 25th and hasn't been replied to yet.

I did submit a less urgent ticket yesterday though to further the pile regarding invoicing, that one can takes its place in the queue and no real rush, keen to get the hardware issue resolved though as it seems to be on atleast 3 servers.

Ooh also dwdm any news on the new discount/reseller plan? Still have a lot of clients looking for custom configured servers etc and I can't give them any information :( An ETA or estimated discount value would be enough to keep them & myself in the loop to work on prices & provide them some sense of timeline.

Generally hardware issues have the utmost priority. Sometimes these issues cannot be solved within minutes, which should be obvious. I see one issue with boot device priority and I know that someone was looking after it. He is offline right now, but I will contact him.

About discounts and so:

please do not advertise something that we do not offer. The resale thing is something that really isn't easy to implement, especially (and now you are going to bite me) for heavy users who use every Bit they can get, leaving us no real margin for profit. We are still waiting for our new switches to arrive. With these ones we can handle that problem better, because we get better port stats and figure out who is really consuming a lot and probably mix this into the resale algorithm.

Are the prices not good enough for seedboxers? :)

Our hardware issue is under-reported RAM, booting up seems to be ok but I can't create the final VPS on a server because the system thinks there's less RAM then there should be.

Prices are good for servers, I'm just trying to set some value on dedicated servers with custom setup for customers without losing money. With the retired discount I had it worked out pretty good but never got to use it :D

Thanks for the reply.

LOL... What if I come to the data-centre personally in June to purchase a server; can it be arranged on the spot? :lol:

Nah, I do understand the things a host needs to go through to deliver a good allround service and keep an eye on the bad peeps but on the other hand; regular/speedy feedback to existing customers is just as necessary (or even more important).

Hope server.lu is/stays on the right track and can maintain their standards they became known for!

Quote:

---

Originally Posted by dwdm

Are the prices not good enough for seedboxers? :)

---

Depends :-) At the prices our customers demand (and the support they require) you'd be surprised at the number of servers you need to make a decent profit.

Anyway, regarding the port usage, why don't you ask on order? I have no problem telling you exactly which servers are going to be used for seedboxes are which ones will the used for webservers (in fact in my last -pending order- I mentioned it).

Seedboxes need -obviously- a lot of traffic, but when put together lots of it is internal to the datacenter. I don't have real stats but from what I see in our own seedboxes, I'd say more than 80% of them are distributed in less than 10 datacenters around the world.

Quote:

---

Originally Posted by xirvflux

Quote:

---

Originally Posted by dwdm

Are the prices not good enough for seedboxers? :)

---

Anyway, regarding the port usage, why don't you ask on order?

---

It would be even better if ANY hosting-party would just say: listen, you get x TB on the speeds listed (like 100Mbit) regardless of the protocol, after that it depends on the VLAN or whatever if we cut you down.

I mean, I live in Holland and it's very hard to find unmetered speeds here plus bandwidth is expensive. I would have no issue hearing something like that from OVH or server.lu or whatever. And peeps will understand more that bandwidth is not for free and if they really need it, they have to dig up their wallet and cough up!

/edit: example: we all know parties like LeaseWeb; they charge up to 10 Euro per TB of excess traffic after the default 2 or 4TB in the low-end packages

We expect a lot to change until August.
We are in the process of building a new datacenter (yes, that's right) and this one should be operational mid August. There will be a new website with new products.
AMD, Intel with similar configurations as right now
High End servers with SAS disks, up to 64 GB Ram, and so on...
and GBIT Speeds

The traffic graphs in the current control panel are bullshit - you can throw them away. New graphs generated by SNMP will be made available soon and lots of small things.

I don't mean to advertise too much, but I just want to explain that we have lots of plans at the moment and there are improvements made everywhere, including support, which used to be fast but got slow due too much demand and too many tickets to handle within a reasonable time.
That's the bad side of being "cheap". You have got to save costs somewhere...

@FransTormer

Bandwidth prices are falling every day. We are probably the toughest bandwidth negotiator in our region. We get good prices, so I would not worry too much. But still there is an eye to be kept on this, since some seedboxers really tend to buy 10 servers and use 10x 80 MBIT/s, which is hurting somewhere because we must pay for it.

We will deal with this, but we will be more careful and respectful than OVH. Nobody will be harmed. If we had bad intentions, I would not be here and lead constructive discussions with you folks. What I like is that some seedboxes really seem to understand the issue, while others just want to use as much as they can and if it drops by a few bits, they will move on.

Anyway - would it be possible to close this thread? The initial problem should be solved by now.

It isn't solved as we have never received any email or acknowledgement of order. I am a current customer, ordered another server on the site and still have no confirmation (over 2 WEEKS AGO). The other person in question went ahead and paid since we thought that was the hold-up. You sound a bit rude for a business that relies on customers.
If I had an email or some sort of message saying the order is pending, it might help. I have had NO communication whatsoever.

Does your email server block certain domains? I know mine was comcast.net email.

don't use comcast mails. their smtp is blocking too much.

alright... well that is good to know then LOL. *switches email and tries again*

Personal information:

Your new information were saved. They will be validated by our team in the next hours...

hmmm...

ok, what email should i use to order???

Warning: Due to the amount of fake orders, we are not accepting orders from free e-mail accounts. These include: Hotmail, Gmail and Yahoo Mail.
Please contact us first, if you really have no other e-mail address.

I have one server.lu ds4000, but the problem for me is that they use KVM on kernel that is a pain to remove. lsmod is blocked, it´s not a dedicated a semi-virtualized kernel on dedicaded server :/
Can´t install Vmware workstation, and vmware server is pretty bad (don´t work with windows 2003 well, bridge mode is confusing, don´t suport AMD VT, cloning etc....).
For the rest server lu is great.

I think the problem is more one of you not having a clue what you're doing than it is their configuration :lol:

Used a different email and chose 'credit card' for pmt option, got email right away this time! woohoo. Server not released yet but at least I have a login this time and some communication. :)
My problem is now sorted.

An update for people following my posts:
I've finally got my DS2000. Speeds are good, haven't been able to fully test it but got around 9.5MB/sec up and 8MB/sec down, might have gone higher if I had a better torrent.

ordered a server on the 1st of may, email confirmation of order and login information all came within an hour.

The invoice shows the bill period starts on the 6th which I'm taking as the ETA for the server to be available.

The only thing I would suggest changing is including the bill period within the email text of the invoice as my guess is some people dont open the invoice pdf.

The billing period always starts 5 days later, no matter what happens.
Not sure why we did this, but initially there was a reason for this... I just don't recall...

Hmm that's one thing I didn't account for when reviewing all my invoices was start date. So if renewal invoices come on the 27th of the month but the period for that server was 1st to the 1st, I could cancel it and be able to use it until the 1st of the month, not the 27th?

Makes more sense now that you mentioned that, was rather confusing though up until this point.

I just found some that had period starting from the day I ordered and others that are invoiced 8+ days before I received the hardware :|

Any chance servers get released on weekends? Can't wait to get the new ds7000 :D

Over the past week, out of some 10 tickets I've only had a response on 1. What do they do in their office? :s

I think some of you don't realize this is a professional hosting company who have legitimate customers, not just people renting servers for seedboxes.

there's no legitimate reason that I can think of for anyone to open 10 tickets in one week.

Quote:

---

Originally Posted by lysine

I think some of you don't realize this is a professional hosting company who have legitimate customers, not just people renting servers for seedboxes.

there's no legitimate reason that I can think of for anyone to open 10 tickets in one week.

---

what? are you being serious? so you are saying that:
1. they automatically disregard all tickets from people suspected for setting up seedboxes? (in thier terms they do not strictly forbid seedboxing)
2. if i pay £49 a month, i am not a legitimate customer yet the next guy who also pays £49 is alright? how does that work if we both pay the same price?

how professional is a company who can't respond to a ticket, even if it is to say "stop doing this"?

as for the multiple tickets, it seems that with server.lu you need to do it to get a response, 1 just is not enough, you need to nag them.

Anyone got a server released on a weekend? or should i give up hoping?

Quote:

---

Originally Posted by unknownman

Over the past week, out of some 10 tickets I've only had a response on 1. What do they do in their office? :s

---

Did you even read what dwdm had to say over the last few days or considering this topic your personal rant-topic? Yes, there seem to be several flaws concerning answering support-tickets and yes people seem to wait long (especially if they use certain mail-domains) and yes they are kinda reorganising at server.lu. Waddaya want now; all your tickets answered, a nice cookie for a treat and maybe a server?

In all fairness; it's even nice for dwdm to be on these forums and possibly pay attention to what people say. For all I care, he/she is hiding behind the official support-pages and never look at these forums ever again.

Quote:

---

Originally Posted by unknownman

as for the multiple tickets, it seems that with server.lu you need to do it to get a response, 1 just is not enough, you need to nag them.

---

I opened a ticket this morning, and it was answered in four hours.

Quote:

---

what? are you being serious? so you are saying that:
1. they automatically disregard all tickets from people suspected for setting up seedboxes? (in thier terms they do not strictly forbid seedboxing)

---

certain tickets are probably assigned priority over others. a ticket regarding a legitimate/serious issue is more likely to get answered before one asking how to setup the additional ip addresses on a server, what's the eta for a server delivery, etc...

I just can't comprehend why someone would need 10 open tickets with their hosting company.

haha right on :D They don't need to be here responding to any posts but they are, and giving us insight into what's happening, telling us where their focus is etc.

People keep bugging for ETA's is a waste of time, would you rather they work on your server or answer your ticket asking when the server is ready? The fact so many tickets are being pushed into the system needlessly means those who actually have a legitimate billing/hardware issue need to wait even longer while staff trudge through the nonsense tickets.

Server.Lu should change their website to reflect the time to setup and make a server available then. They seem to consistently be late on delivering... scrap the part that states they "try hard to deliver on the same day" cause I haven't heard of too many people receiving their server on the same day!

If you can provide a rough ETA in your invoice when you send it, why not put it on your webpage too? Might stop all these tickets that get opened asking you about them? and in turn save you time having to answer the tickets ?

The website has been getting updates recently, but as earlier mentioned the billing period is on the invoice & quite often accurate.

Quote:

---

Originally Posted by Six66Mike

People keep bugging for ETA's is a waste of time, would you rather they work on your server or answer your ticket asking when the server is ready? The fact so many tickets are being pushed into the system needlessly means those who actually have a legitimate billing/hardware issue need to wait even longer while staff trudge through the nonsense tickets.

---

Plus my guess would be that on weekends they may work with a reduced staff and those staff would prioritise production issues over server set ups.

I reckon 5 business days would be enough time to set up a server after that sure raise a ticket or contact them by phone/email.

I do think server.lu should actually give you a server eta when you order though even if it's as simple as ETA=todays date + 7 days, it would stop a lot of the wheres my server tickets ive read about in this thread.

And really, its just a seedbox its not life and death a couple of days wait aint going to kill anyone

Quote:

---

Originally Posted by FransTormer

Quote:

---

Originally Posted by unknownman

Over the past week, out of some 10 tickets I've only had a response on 1. What do they do in their office? :s

---

Did you even read what dwdm had to say over the last few days or considering this topic your personal rant-topic? Yes, there seem to be several flaws concerning answering support-tickets and yes people seem to wait long (especially if they use certain mail-domains) and yes they are kinda reorganising at server.lu. Waddaya want now; all your tickets answered, a nice cookie for a treat and maybe a server?

In all fairness; it's even nice for dwdm to be on these forums and possibly pay attention to what people say. For all I care, he/she is hiding behind the official support-pages and never look at these forums ever again.

---

Firstly, I didn't start this topic, so don't call it my personal rant, especially since other people have had the same concerns. And yes I did read through it, and I reported back that I got my server ok, but when I sent support tickets they were not answered, and there lies the concern.
I don't see why you are taking it within yourself to try and make fun of me...
No I don't want a cookie, I want what I PAID for... A server to be set up on time AND the fact that I also paid for their support services to respond to me, otherwise I could have just co-located. It is within certain laws in the EU for a company to adhere to their customers. It's like saying "I'm selling you this car with 1 year warranty", and then when something breaks, they don't want anything to do with you.
And do you have ANY idea what the tickets are about? I don't think so. So don't make a comment on them, or how many there are. The fact is, I have paid for a service and I am not receiving it.
Yes its nice for dwdm to be here, but as an employee I can't see why he is on here during office hours if there are unanswered tickets on the system? Surely if this was the place to raise matters by customers, then they should say so and everyone can post in here...

Well, what's wrong with the phone then? I mean, they do have a phone-number as well. And if this company is privately owned and registered as such at the chamber of Commerce in Luxmbourg, I can pretty safely say that a pretty big amount of EU laws don't apply (that goes for the UK and Holland as well if they were based there). Have to agree I don't know the contents of your support-tickets but in case of hardware-failure I certainly can imagine them troubleshooting the machine first before blindly replacing (expensive) parts.

And honestly; how do you know what dwdm's office hours are and if visits to there forums are within those hours? I work in IT and sometimes have "office hours" from 1PM to 1AM or from 7AM to 3PM; how can anyone else than my co-workers judge if I'm posting on the internet during office-hours?

Quote:

---

And really, its just a seedbox its not life and death a couple of days wait aint going to kill anyone

---

Spot on there, buddy.

I tried callin, it just rings forever, no one picks up, no voicemail. Also I can't see too many international buyers being happy to call a phone in Lu.

Quote:

---

Originally Posted by unknownman

I tried callin, it just rings forever, no one picks up, no voicemail. Also I can't see too many international buyers being happy to call a phone in Lu.

---

I phoned them once, the (very polite) lady who picked it up just told me to email [email protected].

Anyway, they obviously can't keep up with orders, so the best course of action is to be aware of this, and just order well in advance, or go somewhere else.

We (Xirvik) do both things, when you have many servers and need many providers anyway it's no big deal. But I understand the frustration when the one server you want doesn't arrive when you expected it.

By the way: Their servers are good and so is their infrastructure.

maybe they hate me...
Xirvik are you on msn nowdays? I never can get in touch with you.

Quote:

---

Originally Posted by unknownman

maybe they hate me...
Xirvik are you on msn nowdays? I never can get in touch with you.

---

Of course we am :-) But if you say hi and disconnect in 2 minutes we can't get back to you unless someone is looking at the screen exactly when you are typing.

Most of our support is IM based, so it's connected 24 hours a day. We don't reply immediately in every case but we always do unless the user logs off.

dwdm I'm trying real hard to be patient and understanding right now about the current situation but here's my problem.

A request to add new servers was replied to & invoiced in under 24 hours, while a hardware fault has no reply in 24 hours and a major billing concern hasn't been responded to in nearly a week since it was submitted.

There's no rush that I can see to respond to faults/issues but the response time in filling a nearly 600 Euro order was done with such amazing speed it caught me totally off guard. And when I phoned to try & discuss this (the billing issue primarily) with someone so I can put my mind at ease, I'm cut off and told someone will reply to the ticket soon.

I've had some pretty wicked experiences in the past few months but this past week is driving me a bit nutty & I'm sure the reception are sick of hearing my voice & telling me the same thing, send an email/ticket and a reply will come...but they rarely do. I don't much like doing these things in a forum like this but there's not really any other open form a communication at the moment that I have at my disposal.