The switch on which most of our 2010 servers is bad, and is giving absolutely wierd routing issues, constantly over 11%+ packet loss, and bad speeds.
Today, we contacted the Nth time our provider about this issue, and their answer to this was shaping each of our servers to 20Mbps.!
We never even saw once the advertised 1Gbps, and only peaked to 300Mbps for a total maximum of 30mins per day, if even that.
All this has left us with no other choice than closing 2010 sales and issuing a refund 100% request for all servers. All users will be migrated to 2009+ plans and this should be rather swift operation once 2010 ordeal is summed up. 2009+ is based on OVH and was partly designed to replace faulty 2010.
The swaps will be direct, first term price will be the same, and you will get slightly more HDD for the plan. All 2010 gets high priority on the transfer, and those who are "lucky enough" to have 2010 may utilize them as long as they can ie. as long as the servers are shutdown, even if you already got a 2009+ plan.
Despite the advertised peaks on 2009+ being smaller by order of magnitude (100Mbps VS 1Gbps), we expect 2009+ to be couple orders of magnitude better service for the long term.
During my 10years of experience in the hosting industry i have never, and i do mean never encountered such a bad customer service and this bad false advertising. In other words, nothing at the 2010 provider seems to work.
We are very sorry it came to this! and very sorry for all the people waiting for 2010 in excitement. We do truly share the grief with you. It's been very long and hard days on solving all these issues, lots of stress etc. but i'm confident looking onwards we are back on right track with the 2009+ and yet to be release US based Pro-series, which have guaranteed bandwidth, 24x7x365 proactive-monitoring.
We are definitely targeting in the future for higher reliability and higher quality providers, despite that costing a little bit more, nothing is worth loosing our reputation over.
In the short term we are paying a lot of extra to deliver you the services, so this 2010 to 2009+ transition is actually happening for us on break-even basis but that is money well spent for saving our reputation.
Never has our testing procedure in the past failed us, we screened this provider quite thoroughly with multiple servers, but as it is seen when it was time for serious business, they failed us in EPIC proportions.
Sorry for the inconvenience,
Aleksi Ursin
Pulsed Media
Sunday, March 14, 2010
