Client 1/27/2014 16:06pm
My server is not showing in the game browser now and the status is saying ‘Unknown’. It was working fine last night when I logged off. This is a new server that was just setup yesterday. I am a little concerned that the server is already down.
Client 1/27/2014 16:06pm
My Mumble server status is showing ‘Unknown’ and I am not able to connect to the client. It was working fine last night when I logged off.
Client 1/27/2014 18:32pm
This was advertised as a feature of this package: Support: 24/7/365 Professional Support
The server has been down for hours and I submitted a ticket for it 2 1/2 hours ago. If this is not going to be a reliable service I would like to request a refund so I can find a service that meets my needs. Thanks
Marc B || Staff
Please refrain from opening multiple tickets to address the same problem. Also please note that replying to or “bumping” your ticket will reset its position in the queue. Both of these practices will result in delayed response times. Our claim of 24/7 support simply means that we always have support staff online answering tickets. Day, night, weekends, and holidays. We never claim, however, to provide instant replies or support for all customer issues.
This issue occurred because unfortunately the IP address that your service is hosted on had been Null routed due to a large DDoS attack. We apologize for the inconvenience caused by this but it was necessary to null route the IP address to stop the attack from effecting other servers and clients in this data center. Your service should have returned to normal now that the attack has either been mitigated/filtered or stopped. We thank you for your patience in this matter and rest assured we work as hard as possible to restore service to our IP addresses. This is the most common cause of your server displaying “Unknown.”
Unfortunately we cannot offer you a refund, as per our Terms of Service that all clients agree to when signing up for services we do not offer refunds for game servers. I apologize for the inconvenience. If you are having any further trouble with your service please let us know though as we would be happy to assist you.
Client 1/28/2014 16:37pm
I did not create a duplicate ticket. One ticket was opened for the game server being down, the second was for mumble being down. Those are 2 different services even though they are on the same server. I have no way of knowing if the same support team handles both services. I am VERY frustrated at this point because for the second day in a row the server is down. I would like to request a full refund so that I can find a more stable and reliable service.
I am sorry if your company is experiencing attacks but as a consumer I am more interested in finding reliable service. Please let me know what needs to be done to process a cancellation and refund. This is not the service I was promised and so far I have paid for 3 days of server but only had it up for a few hours. You can not promise one thing and not deliver. Per PayPal’s TOS that is grounds for a dispute which I intend to file immediately if you do not offer a refund. You are selling nothing! You took my money but gave nothing in return. That is a violation of the federal trades act. I could care less what your TOS says. Your product is unsecure and flawed. I suggest you refrain from taking on any additional clients until you hire a security expert to seal up your leaks. This is ridiculous.
Very unhappy client.