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I’ve been with urgentVPS for around 5 months now and thought it time I share my experience with others. Unfortunately, I pre-paid for 12 months VPS with them and wished I had not. Lesson learned… There service has been nothing short of terrible during this time, with constant empty promises of improvements. Outages are frequent and prolonged (almost weekly), often more than 24 hours, with no updates from urgentVPS during the outages.
Support tickets are rarely answered and simply closed without any response.
In summary over these 5 months we have endured:
– 3 data centre moves causing outages for days at a time and complete IP range changes requiring complete reconfiguration of our services and huge disruption for our clients.
– Constant cPanel licensing issues. We paid for a 12 month license. One minute it is working, the next it is showing that we are unlicensed. urgentVPS don’t seem to realise/care about how big an issue this is for people (i.e. cant provision new customers, no webmail, etc.).
– Numerous outages. Last week, all their VPS servers went down for over 24 hours due to not being licensed with Virtuozzo!.
– Support tickets rarely answered. Simply closed.
– Service credits promised, but never arrive.
– During outages they stop answering the phone and turn of the live chat support, so there is no way to find out what is happening.
I’d like to close my account with them and get a refund, but I’ve no chance with these cowboys.
I’m sure others could add to the list of complaints about this so called hosting company. The above is just a short summary. Moving my hosting to them has been the worst business decision I have made. I’m going to have to bite the bullet, move on and accept that they’ve taken my money and won’t give it back, even though they are not providing any way near the service that I signed up for.
As a side note, I’ve heard that they are now being investigated by a UK government business department, so how long they will be able to offer services to the UK is anyone’s guess.
Support tickets are rarely answered and simply closed without any response.
In summary over these 5 months we have endured:
– 3 data centre moves causing outages for days at a time and complete IP range changes requiring complete reconfiguration of our services and huge disruption for our clients.
– Constant cPanel licensing issues. We paid for a 12 month license. One minute it is working, the next it is showing that we are unlicensed. urgentVPS don’t seem to realise/care about how big an issue this is for people (i.e. cant provision new customers, no webmail, etc.).
– Numerous outages. Last week, all their VPS servers went down for over 24 hours due to not being licensed with Virtuozzo!.
– Support tickets rarely answered. Simply closed.
– Service credits promised, but never arrive.
– During outages they stop answering the phone and turn of the live chat support, so there is no way to find out what is happening.
I’d like to close my account with them and get a refund, but I’ve no chance with these cowboys.
I’m sure others could add to the list of complaints about this so called hosting company. The above is just a short summary. Moving my hosting to them has been the worst business decision I have made. I’m going to have to bite the bullet, move on and accept that they’ve taken my money and won’t give it back, even though they are not providing any way near the service that I signed up for.
As a side note, I’ve heard that they are now being investigated by a UK government business department, so how long they will be able to offer services to the UK is anyone’s guess.
FirstNetServ replied: UK government business department? lol
thedude76 replied: Allegedly they are being investigated by UK Trading Standards. I can well believe this is the case from the experience I’ve had with the company.
Hoku replied: You actually caught the worst of it. I signed up with them in February and was absolutely delighted with the decision up until mid-July when the DDoS attacks started. However, my very first issue came up almost immediately after I signed up – I barely made a dent in the space allocation, but I ran out of the node/file limit on the server… O.o
I pretty much doubled my hosting bill now, but the move is well worth it I think. I’ve a friend who had been with my new host for several (7?) years, and only had downtime once, due to a hardware failure which was resolved within 24 hours from what I know.
I pretty much doubled my hosting bill now, but the move is well worth it I think. I’ve a friend who had been with my new host for several (7?) years, and only had downtime once, due to a hardware failure which was resolved within 24 hours from what I know.
BretW replied: Huge apologies for your unpleasant experiences with us, we know it hasn’t been plain sailing for the past month or so but everything is now behind us and we’re powering to get back to the place were a few months ago with ecstatic clients 
Just want to clear a few things up from your bullet points. We didn’t change datacenters 3 times, it was "only" twice and the second time was a much needed change since massive issues came up that we were NOT made aware of once we had made the agreement with the datacenter, so for both your and our sakes, we had to get the servers out of there as soon as humanely possible to help minimise the risk to data held on our servers. The only outage we are aware of last week was the Virtuozzo license failing to auto-renew which we 100% take responsibility for and have now pre-paid for multiple billing cycles to ensure this does not happen again. That downtime however, came at a very awkward time since I was out in Copenhagen for a week and Ekin and the rest of the team were moving offices, and since our monitoring system kept telling us the node was online (as it was, it was only the license that had died) we didn’t see wrong until the tickets came in. This leads me on to the next section. We closed all of the tickets yesterday due to the large amount and duplicate tickets from the same client. For some clients we had up to 15 tickets open, as you can imagine, in this busy time we wanted to clear through everything and have clients send in a single ticket outlying all remaining issues. You say you had SLA credits that weren’t honoured, if you could supply me with a ticket number I’ll get this checked out and offer you double the amount as a goodwill gesture, I don’t like it when we miss SLA credit tickets Last but not least, in regards to our live chat and telephone support software – we don’t simply turn these off, we still monitor them but the outages we’ve experienced weren’t basic things, they were a big datacenter move where all staff were out in Germany transferring the 3 racks of machines that we have in datacenters there, leaving me as the only member of staff back in the U.K to man the support desk. I simply cannot answer every single call or support request in live chat, mainly due to the fact that I’m reading the same thing from the same people that have submitted tickets. Please understand that we’re not ignoring you, we’re just under a strenuous workload at these times, tickets WILL be answered, they will just take a little longer than normal.
To wrap this up, as said – if you can provide me with ticket numbers I’ll be glad to get this sorted out for you.
Kind regards,
Bret Weber
urgentVPS
Just want to clear a few things up from your bullet points. We didn’t change datacenters 3 times, it was "only" twice and the second time was a much needed change since massive issues came up that we were NOT made aware of once we had made the agreement with the datacenter, so for both your and our sakes, we had to get the servers out of there as soon as humanely possible to help minimise the risk to data held on our servers. The only outage we are aware of last week was the Virtuozzo license failing to auto-renew which we 100% take responsibility for and have now pre-paid for multiple billing cycles to ensure this does not happen again. That downtime however, came at a very awkward time since I was out in Copenhagen for a week and Ekin and the rest of the team were moving offices, and since our monitoring system kept telling us the node was online (as it was, it was only the license that had died) we didn’t see wrong until the tickets came in. This leads me on to the next section. We closed all of the tickets yesterday due to the large amount and duplicate tickets from the same client. For some clients we had up to 15 tickets open, as you can imagine, in this busy time we wanted to clear through everything and have clients send in a single ticket outlying all remaining issues. You say you had SLA credits that weren’t honoured, if you could supply me with a ticket number I’ll get this checked out and offer you double the amount as a goodwill gesture, I don’t like it when we miss SLA credit tickets Last but not least, in regards to our live chat and telephone support software – we don’t simply turn these off, we still monitor them but the outages we’ve experienced weren’t basic things, they were a big datacenter move where all staff were out in Germany transferring the 3 racks of machines that we have in datacenters there, leaving me as the only member of staff back in the U.K to man the support desk. I simply cannot answer every single call or support request in live chat, mainly due to the fact that I’m reading the same thing from the same people that have submitted tickets. Please understand that we’re not ignoring you, we’re just under a strenuous workload at these times, tickets WILL be answered, they will just take a little longer than normal.To wrap this up, as said – if you can provide me with ticket numbers I’ll be glad to get this sorted out for you.
Kind regards,
Bret Weber
urgentVPS
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