Advice please

[HostOX]

Today we had issues with our datacenter were we house our hardware, and I am concerned now, and need your feedback.

First email sent at 4:04 AM.

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We are seeing packet loss on every IP used from worldwide.

We also lost connection to a server briefly.

What is the problem?
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Second email 4:13 AM.

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Traceroute image here!

Seems hop 13 is the issue.

A problem on your side.
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Email sent direct to the technical director.

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We have packet loss on your whole network at point

11 and 13

Which both are labeled wildcard so sure it is on your side.

Please fix asap it has been like this for an hour.
And clients are not impressed.
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After calls the network went down full stop.
Next email sent.

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The whole network is now down.

Image of trace here.

Tried to call been waiting for a good 10 minutes.
Plus you host your VOIP in your own network, not great because it hardly works lol.

Anyway I hope this does not keep up.
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Got a reply.

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Dear xx@xx,

Thanks for your email. Use the out of hours number!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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That is funny, I rang, with no answer, several times for minutes per time.

I responded.

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Wow, just wow.

Sorry but, you host your own VOIP + it is 0845 I cannot ring, two very poor components of business.

I really do not appreciate your response tonight over a ticket desk, it is not like I called you and woke you.
Seriously man, treat me with some respect.

It seems you have no man power if you shout at me like that?

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Another reply.

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Dear xx@xx,

Thanks xx. Just stating a point. Think you should look elsewhere mate!!!

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I reply

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Seriously I have a problem and send a ticket, and you are shouting at me and going nuts!

I called the non 0845 xxxx because I cannot call 0845.

I do not know what your problem is but I have an issue and deserve some respect back, people will email and call at 4AM if you have a problem, I have it too but I do not flip out.

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Responded to with

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Dear xx@Xx,

Thanks for your email. As I said look elsewhere mate!

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I reply

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For what?

Tell me what have I done wrong?

I emailed and ticketed an issue with clients waking me at 4AM, and waited up for it to be resolved.

I am not your mate not when you scream at me.

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No email reply yet (that was over helpdesk)

So I did call them again thought fine its 7AM and hes going nutts, pissed me off, so lets deal with it.

Rang, said about the packet loss.

I get spoke to like some child or moron or non rich human IMO.
Yes we know lalala we know we are working on it.

So I say I do not appreciate being yelled at for moaning about it, and they are like well its 7AM (and I get kept up? And what, isnt a datacenter supposed to deal with this crap)?

What the hell do we pay for!!!!! :crash:
Didn't say that like!

So we ended there.

Now I am not naming anyone we have been treated fairly good and had some good and bad moments, I myself am more of a tech guy and have had my own moments which you may call similar, so you know, I know this stuff gets to you!

But should I worry? Have I done something wrong towards this tech?

I am into a 12 month contract but would easily worm out after this if need be, but I do not want nor need to, I find it immature the way I was treated.

I called the phone with no answer for minutes and minutes several times.
I need to know if I have done wrong here and if they stand any right to kick me out of their datacenter? Despite the contract not legally covering the ability to cease it at even abusing staff, or for any reason at all.

Advice guys? :crash:

We house dedicated servers and supply them, so you know how clients will go emailing me at 4AM if this happens.

And I will not lie, it seems only two guys do the work there and one receptionist, and other clients their seem to moan about some things and express some bad points, and it is as if we have been thrown a sales pitch which was full of xxxx

I do believe they are under staffed.

 

[HostOX]

Please close thread.