OVH negative review #22243 by ignacio (legal@w...) on Jan 2013
OVH got a negative review on
ignacio ( legal@w... )
OVH Support is harming our business. We have 7 dedicated servers non operational
Here I will paste the emails exchanged with support team, so you understand what is happening.
Dear OVH,
Please forward this email to the person in charge at OVH.
Support Team, guaranteed a solution for renewing only the IP s that we used, they requested us the list of iP s that we used, so we would pay only for them.
Right now we have all our websites down and in order to put them back online, we have to pay for hundreds of iP s that actually had been removed months ago in a server that expired.
I phoned all the telephone numbers that you can imagine, but no solution was provided.
Please read the answer provided by SUPPORT on december 7th 2012.
Hello,
I have tried calling you but received no answer. I was talking to you yesterday regarding this issue. I received word back from my colleagues. They have told me that what they will do is re-make your RIPE Blocks, so that whatever IPs you no longer have will be removed from the billing reference.
However in order to do this, we need a list of the RIPE Blocks affected, and what IPs from that block still remain. So for example, in reference to the block 5.39.58.24/30, you no longer have the IPs 5.39.58.24 + 5.39.58.26 + 5.39.58.27. So you would list it as follows:
5.39.58.24/30 - 5.39.58.25
etc. etc.
Once you've done this for all affected blocks, please reply to this email with the list and I will then pass it onto my colleagues immediately. I will also ensure it is handled as quickly as possible.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
We send this information to support on december 10th, but support team did nothing about it.
Then on september 12th, Tom at support team, said that instead they would add a feature so we could remove the IP s we don't use, and just renew the ones we use.
This is the email that Tom from support sent me on december 18th
Hi Ignacio,
I have just contacted my colleagues regarding this issue and I have been told that the code is currently in doing, so it should be added to the Manager within the next week.
I will keep asking my colleagues about this feature which hopefully might speed up the process a little. If I have any further information I will let you know. Apologies for any inconvenience this issue may be causing.
Regards,
Tom
OVH.ie Support Team
This is the email Tom from Support sent me on December 19th 2012
Hi Ignacio,
I have checked with my colleagues and have been told that no IP addresses will be deleted from our customers account until after the new year, by which time the feature will already be implemented so the IP suspension shouldn't be an issue.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
This is the email that Tom sent me on january 2nd 2013
Hi Ignacio,
The feature is being added to the Manager on either the 3rd or the 4th of January, so either Thursday or Friday. I do apologise for the delay you are experiencing and hope it hasn't caused you too much inconvenience.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
this was my reply
Dear Tom,
Please tell your team to prevent IP s from expiring until this feature is working :)
This is the email support sent me then
Hi Ignacio,
I will inform my colleagues of this. Thank you for your cooperation.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
Now all the iPs have been suspended, and Support team says I must renew them all.
This makes no sense.
We have all the websites down, its over 48hs since all our websites are down.
We need an urgent solution.
regards,
Ignacio Acosta
Here I will paste the emails exchanged with support team, so you understand what is happening.
Dear OVH,
Please forward this email to the person in charge at OVH.
Support Team, guaranteed a solution for renewing only the IP s that we used, they requested us the list of iP s that we used, so we would pay only for them.
Right now we have all our websites down and in order to put them back online, we have to pay for hundreds of iP s that actually had been removed months ago in a server that expired.
I phoned all the telephone numbers that you can imagine, but no solution was provided.
Please read the answer provided by SUPPORT on december 7th 2012.
Hello,
I have tried calling you but received no answer. I was talking to you yesterday regarding this issue. I received word back from my colleagues. They have told me that what they will do is re-make your RIPE Blocks, so that whatever IPs you no longer have will be removed from the billing reference.
However in order to do this, we need a list of the RIPE Blocks affected, and what IPs from that block still remain. So for example, in reference to the block 5.39.58.24/30, you no longer have the IPs 5.39.58.24 + 5.39.58.26 + 5.39.58.27. So you would list it as follows:
5.39.58.24/30 - 5.39.58.25
etc. etc.
Once you've done this for all affected blocks, please reply to this email with the list and I will then pass it onto my colleagues immediately. I will also ensure it is handled as quickly as possible.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
We send this information to support on december 10th, but support team did nothing about it.
Then on september 12th, Tom at support team, said that instead they would add a feature so we could remove the IP s we don't use, and just renew the ones we use.
This is the email that Tom from support sent me on december 18th
Hi Ignacio,
I have just contacted my colleagues regarding this issue and I have been told that the code is currently in doing, so it should be added to the Manager within the next week.
I will keep asking my colleagues about this feature which hopefully might speed up the process a little. If I have any further information I will let you know. Apologies for any inconvenience this issue may be causing.
Regards,
Tom
OVH.ie Support Team
This is the email Tom from Support sent me on December 19th 2012
Hi Ignacio,
I have checked with my colleagues and have been told that no IP addresses will be deleted from our customers account until after the new year, by which time the feature will already be implemented so the IP suspension shouldn't be an issue.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
This is the email that Tom sent me on january 2nd 2013
Hi Ignacio,
The feature is being added to the Manager on either the 3rd or the 4th of January, so either Thursday or Friday. I do apologise for the delay you are experiencing and hope it hasn't caused you too much inconvenience.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
this was my reply
Dear Tom,
Please tell your team to prevent IP s from expiring until this feature is working :)
This is the email support sent me then
Hi Ignacio,
I will inform my colleagues of this. Thank you for your cooperation.
Please don't hesitate to contact us if you have any other queries regarding this or any other issue.
Regards,
Tom
OVH.ie Support Team
Now all the iPs have been suspended, and Support team says I must renew them all.
This makes no sense.
We have all the websites down, its over 48hs since all our websites are down.
We need an urgent solution.
regards,
Ignacio Acosta
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