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Archive for the ‘outage’ Category

Tuesday, May 20th, 2014

France Server Down. Investigation underway.

Our French server went down sometime early this morning and we are investigating as to what caused the issue and working with our server provider on restoring it. We apologize for the inconvenience and hope to have it up as soon as possible.

Wednesday, March 13th, 2013

Swiss servers power failure

At approximately 4PM Tuesday, March 12, 2013 (CET) our data center partner Equinix Switzerland reported a partial power failure in the datacenter ZH04. The cause of this power failure is not yet know and is still being investigated by the datacenter staff.

We expect this to be resolved shortly.

Thursday, October 18th, 2012

Portal server under massive DDoS Attack

Our portal server is currently under heavy DDoS attack and we’re taking steps to mitigate this. Please standby. During this time, we will be unable to process orders and there might be some login issues. Will keep you posted.

Update: DDoS attack has been mitigated and our site is now accessible again.

Tuesday, August 21st, 2012

HK Server down due to unscrupulous MangoXChange web hosting provider

Our HK server is down due to our unscrupulous provider which disabled my server although I had paid up time for it and introduced some stupid you have to pay 1 month before it expires policy. They refuse to reinstate the server until I pay for the next 3 months.

I have posted a complaint on some forums but thought I would let you guys know what has been happening:

TLDR Version:

  1. Started my subscription before server was delivered. Told it would be amended but wasn’t
  2. DISCONNECTED my server one month BEFORE expiry saying that I have to pay for another 3 months in advance before they would reactivate my server. Had set up preapproved Paypal payments as per their shopping cart.
  3. Support insists for me to pay for the next 3 months and doesn’t answer my questions, but goes in a roundabout fashion saying it is MY MISTAKE that I set up the preapproved payments (which I confirm was done by their cart system)
  4. All their support numbers and so called ‘TRUTH’ 24×7 live support are not reachable.

The thread that was selling the  server listed Quarterly payment.

I received an invoice which I duly paid via Paypal and noted that it was setup as a preapproved payment system which would automatically deduct my money every 3 months:

Quote:
Merchant 李 艳 Verified | [email protected]
Profile start date Jun 14, 2012 | Profile ID No. I-M3VYR5K94F1F
|
Payment details
Payment type Amount due each cycle Total cycles Remaining cycles Cycle frequency Amount sent
Initial Payment $0.00 USD — – — $0.00 USD
Regular Recurring Payment $717.00 USD Indefinite Indefinite Every 3 Months $717.00 USD
Total $717.00 USD
Billing details
Item name
MangoXchange Webhosting Co., – Invoice #16975

On the 17th or 18th August 2012, my server went down and I opened a ticket asking them what happened as I had paid up to 12 September 2012 (which is actually also wrong since they took 3 days to deliver and it should be adjusted to 15 September 2012 which they said they would do but was NOT done.

14 June 2012:

I sent them this e-mail:

Quote:
Thank you our subscription begins when the server is delivered to us yes?

Which was confirmed.

Quote:
Hi Reuben,Yes correctly. It base on when you get your Server online.

Usually server will be setup within 48hrs-72hrs depend on the OS loaded and deploy slot.

Thank you.

Please feel free to let us know if we can assistance to you any further.

Now I get an invoice on the 13th August 2012 telling me to pay up:

Dear Reuben Yap (BolehVPN Sdn BHd),

This is a billing reminder that your invoice no. 16989 which was generated on 13/08/2012 is due on 13/08/2012.

Your payment method is: PayPal / Credit Card

Quote:
Invoice: 16989
Amount Due: $717.00 USD
Due Date: 13/08/2012

I thought this was ok since I had set up preapproved payments and it was merely advance billing. On their Invoice it is stated this:

Quote:
Please note, all quarterly payment billed 1 month inadvance as due to billing. Change to yearly
option to enjoy 2 month free.

but thought hey, since I setup payment already according to their instructions, it shouldn’t be a problem and worse comes to worst they will inform me before disconnecting me since I HAVE paid up until the 12 (or 15) September 2012.

Late on the 17th August 2012 my server went down and opened a ticket the following day.

I’ll let the support tickets do the talking:

Quote:
View Ticket #795906Department: Account/Billing
Date: 18/08/2012 04:49
Subject: Server Down
Status: Customer-Reply
Urgency: High

Reuben Yap || Client 18/08/2012 04:49
My server is paid up to 12 September 2012, why is my invoice due and my server disabled?

10Mbps Dedicated Hong Kong Dedicated Server – WHT Special Offer Only – hk (13/06/2012 – 12/09/2012)

—————————-
IP Address: 175.144.245.180
Reuben Yap || Client 18/08/2012 04:51
Status says active but server is down and unresponsive to ping.
Duty Admin || Staff 18/08/2012 11:16
Hi,

This ticket is nothing to do with support as the network is not down, I will assign to billing.

Thank you.

Please feel free to let us know if we can assistance to you any further.

————————-
Kind regards,
MangoXchange Customer Support
Web: http://www.mangoxchange.com
How would you rate this reply? Poor Excellent

Reuben Yap || Client 18/08/2012 23:33
Is my server down though? That’s my question. Is it normal procedure to DISABLE servers before the end of their paid-up period?
Reuben Yap || Client 18/08/2012 23:34
What time is accounts/billing open? My server has been down for more than 2 days 
Duty Admin || Staff 19/08/2012 07:15
Hi,

Billing is only available during Mon-Fri.

Thank you.

Please feel free to let us know if we can assistance to you any further.

————————-
Kind regards,
MangoXchange Customer Support
Web: http://www.mangoxchange.com
How would you rate this reply? Poor Excellent

Reuben Yap || Client 19/08/2012 22:35
Hi, please kindly reactivate my servers. I would need this server up urgently as possible and we can talk about the outstanding invoice.

I feel it is unfair to suspend my account without warning during my PAID UP period and will dispute this. I have suffered several days of downtime because of this.
Reuben Yap || Client 19/08/2012 22:49
My server is fully paid up until the 12 September 2012 and my server was disabled because of the 1 month advance payment arrangement which I was not aware about nor was it stated clearly. I think this is pretty unfair considering that I have already PAID for this period. The server has been down for a few days now and customer support has refused to reactivate my account.

There was only an invoice notification with NO NOTIFICATION as to the shutting down of my server. I wasn’t aware that I had to pay the invoice considering that I had already paid for the period!

Your support number is also unreachable.

If this is the policy, please
a) reactivate my server
b) give the necessary day credits caused by the downtime; and
c) I hereby give notice to terminate my server at the end of the 12 September 2012 period. Thank you.

This has been a horrible first time experience with MangoXchange and I will duly initiate the appropriate disputes with regards to your payment in the event my server is not reactivated within the next 12 hours.
Reuben Yap || Client 19/08/2012 22:54
It gets worse, you guys have a preapproved payment method on my Paypal so why do you insist I pay your invoice now????

Subscription details
Active
Merchant 李 艳 Verified | [email protected]
Profile start date Jun 14, 2012 | Profile ID No. I-M3VYR5K94F1F
|
Payment details
Payment type Amount due each cycle Total cycles Remaining cycles Cycle frequency Amount sent
Initial Payment $0.00 USD — – — $0.00 USD
Regular Recurring Payment $717.00 USD Indefinite Indefinite Every 3 Months $717.00 USD
Total $717.00 USD
Billing details
Item name
MangoXchange Webhosting Co., – Invoice #16975

Next payment due
Sep 14, 2012

Last payment due
Indefinite – continue until canceled

Add payments that failed to next bill
No
Alex Wee || Staff 20/08/2012 01:08
Hi,

All our quarterly billing is billed 1 month in advance.

We are sorry to cause any problem to you.

I think you make a mistake we does not enforce customer on preapproved payment method on the Paypal.

Thank you.

————————-
Kind regards,
Alex Wee
Customer Support

Web: http://www.mangoxchange.com | Email: [email protected]
How would you rate this reply? Poor Excellent

Reuben Yap || Client 20/08/2012 01:14
If that’s the case, if you do not enforce with my preapproved payment could you please reinstate my server? What’s going on this doesn’t answer my question.
Reuben Yap || Client 20/08/2012 01:16
In other words, please investigate why my server is down and bring it back up.
Reuben Yap || Client 20/08/2012 01:18
Look, you said I made a mistake…isn’t it your support team that made a mistake saying that it is an accounts/billings issue and not working to bring my server back online?

Alex Wee || Staff 20/08/2012 01:38
Hi,

I think you make a mistake, what I refer is we don’t enforce customer on preapproved payment method on the Paypal.

But we will send customer notice to make the payment via customer portal directly 1 month in advance.

Once we received your payment, we will have your server plug-in.

Thank you.

————————-
Kind regards,
Alex Wee
Customer Support

Web: http://www.mangoxchange.com | Email: [email protected]
How would you rate this reply? Poor Excellent

Reuben Yap || Client 20/08/2012 01:47
In the event I do not wish to continue the server at the expiry you will forfeit my deposit? I the pre approved payment was set up by your account representative not me. I merely followed the instructions.
Alex Wee || Staff 20/08/2012 01:53

Hi,

I’m sorry to hear that. I have already send a note to the Sales side on your prepayment matter.

Thank you.

————————-
Kind regards,
Alex Wee
Customer Support

Web: http://www.mangoxchange.com | Email: [email protected]
How would you rate this reply? Poor Excellent

Reuben Yap || Client 20/08/2012 02:15
All I’m asking is what do I need to do to get my server up and running for my fully paid up time?

You are asking me to commit to another 3 months when first of all you terminated my server without notice, ask me to wait 3 days for a reply and then now you are forcing me to pay for another 3 mths when my due date has not come up when I had set up the preapproved payment as per your instruction.

Reactivate my server now. This is time I have paid for already in advance.

I will terminate the server at its expiry. I had intended to continue but you guys can’t seem to answer my simple question.
A) reactivate my server
B) the fact that I did not pay your invoice is not my fault. Your guy set up a preapproved payment plan via Paypal. You cannot terminate my server when I follow your instructions.

If this issue is not resolved, I will ensure I will post this issue up to all the major forums including WHT in which I found your site through.
Reuben Yap || Client 20/08/2012 02:22
Look this is what your system gave me and it set up an auto payment system via your own checkout system.

https://secure.mangoxchange.net/whmc…onfproduct&i=0

I created a new order just for you to see.

Log in to complete your checkout

PayPal securely processes payments for [email protected]. To complete your checkout using PayPal, please log in. Learn more.

Description Terms Amount
MangoXchange Webhosting Co., – Invoice #16991
$717.00 USD for each 3 months $717.00 USD
Alex Wee || Staff 20/08/2012 02:31

Hi,

Thank you for your update, I have already update the system admin to check on this already.

Thank you.

————————-
Kind regards,
Alex Wee
Customer Support

Web: http://www.mangoxchange.com | Email: [email protected]
How would you rate this reply? Poor Excellent

Reuben Yap || Client 20/08/2012 02:36
Please also note that you gave the server only on the 15th June and so my paid up period SHOULD BE 14th September 2012.

Please see your rep’s e-mail below:

Hi Reuben,

Yes correctly. It base on when you get your Server online.

Usually server will be setup within 48hrs-72hrs depend on the OS loaded and deploy slot.

Thank you.

Please feel free to let us know if we can assistance to you any further.

————————-
Kind regards,
Max Huang Z.H | Duty Customer Support
MangoXchange Webhosting Co.,

Web: http://www.mangoxchange.com | Email: [email protected]
QQ: 250510888 , 130062646 | MSN: [email protected]

Client Portal: https://secure.mangoxchange.net/whmcs/clientarea.php
Helpdesk: https://secure.mangoxchange.net/whmcs/submitticket.php

Tel : +86.023.60909499
Toll-Free: 1.866.933.9331 (USA Toll-Free Only)
Toll-Free: 400.400.6033664 (CHINA Toll-Free Only)
Fax: +86.95105302 Extension 22232

Asia Premium Web Hosting with Truth 24×7 Technical Support

Tuesday, February 14th, 2012

Believe it or not, the Cyberjaya datacenter went down again

Believe it or not, the Cyberjaya datacenter hosting our Order Server is again having network problems which makes it 3 times in a period of 5 days. We are rapidly working to migrate the server to our new payment processing server out of “Boleh” Land.

Update: Luckily it was only a brief half an hour outage and all systems are back online.


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