What's going on with Nexril?

tetech · June 18

My Nexril service had 100% uptime for the last 18 months, now it has gone down the gurgler with multiple outages (seems network-related) every day. Two in the past hour, per Hetrix.

Within the past few days, they've removed "Support" from the departments for tickets, i.e. the options are now billing, sales & abuse.

Anyone know what's going on with them? They sent out a thorough RFO after the Carrier-1 DC failure in May, but network issues + no communication + removing the ability to create a support ticket is a red flag, in my book.

arirang · June 18

For me there is General & technical support in Client area. My vm is completely shut down and solusvm shows "node not available"

tetech · June 18

@arirang said:
For me there is General & technical support in Client area. My vm is completely shut down and solusvm shows "node not available"

Bizarre, now the "support" option is back for me, too.

TheDP · June 18

@tetech said: My Nexril service had 100% uptime for the last 18 months, now it has gone down the gurgler with multiple outages (seems network-related) every day. Two in the past hour, per Hetrix.

Tell me about it.

Mine was up for 875 days prior to the outage

@tetech said: Anyone know what's going on with them? They sent out a thorough RFO after the Carrier-1 DC failure in May, but network issues + no communication + removing the ability to create a support ticket is a red flag, in my book.

When did they remove the ticket option?

I was able to create a ticket on the 6th of June.

tetech · June 18

@TheDP said:

@tetech said: Anyone know what's going on with them? They sent out a thorough RFO after the Carrier-1 DC failure in May, but network issues + no communication + removing the ability to create a support ticket is a red flag, in my book.

When did they remove the ticket option?

I was able to create a ticket on the 6th of June.

It was sometime in the last 7 days, but as @arirang noted it is back now. Not sure how long it was "missing" for. I created a ticket to ask about the network issues.

Advin · June 18

We asked for SLA on the recent outage and they denied it based on exclusions that didn’t exist in their policy. Eventually we were able to fight it and get our SLA by asking in the Discord, but then later that day they submitted cancellation requests on all of our services ($600+/month) and told us to leave in a week because we “were the only person from hundreds of customers that did not understand this situation was outside our control”

They undid the cancellations after arguing some more, but it left an awful taste. A VPS of ours has also been offline for the past 3 weeks with no communication. It seems like the brand is being neglected by PureVoltage, and we are probably going to move out. I respected PureVoltage and thought that they were a trustworthy provider, but now I don’t think I would consider them for anything remotely important after my experience and hearing what others have faced at Nexril.

The fact that they even had the instinct to cancel all of my services with a 1 week notice without my explicit authorization is bad, simply for asking what I was legally owed. I don’t like providers that play with my money like that. Maybe @PureVoltage will read this post tomorrow and decide to cancel all of my services again without my permission

MikeA · June 18

@Advin said:
We asked for SLA on the recent outage and they denied it based on exclusions that didn’t exist in their policy. Eventually we were able to fight it and get our SLA by asking in the Discord, but then later that day they submitted cancellation requests on all of our services ($600+/month) and told us to leave in a week because we “were the only person from hundreds of customers that did not understand this situation was outside our control”

They undid the cancellations after arguing some more, but it left an awful taste. A VPS of ours has also been offline for the past 3 weeks with no communication. It seems like the brand is being neglected by PureVoltage, and we are probably going to move out. I respected PureVoltage and thought that they were a trustworthy provider, but now I don’t think I would consider them for anything remotely important after my experience and hearing what others have faced at Nexril.

The fact that they even had the instinct to cancel all of my services with a 1 week notice without my explicit authorization is bad, simply for asking what I was legally owed. I don’t like providers that play with my money like that. Maybe @PureVoltage will read this post tomorrow and decide to cancel all of my services again without my permission

I forgot PureVoltage took it over. If Jake did that himself, it would be surprising to me.

JeDaYoshi · June 19

Yikes.

I've wondered what's been up myself too, since I see my VPS there going up and down, and I see things are worse than what I thought.

Hope @PureVoltage can give us an explanation, but this is already looking terribly.

tetech · June 19

I got a reply to the ticket saying that there's no issue on their upstream connectivity and no-one else had raised an issue, so they're going to check the particular node/port. @JeDaYoshi, do you know which node you are on? Mine is RYZEN02DAL. The response time was pretty good, and we should now give them a chance to investigate.

arirang · June 19

@tetech said:
I got a reply to the ticket saying that there's no issue on their upstream connectivity and no-one else had raised an issue, so they're going to check the particular node/port. @JeDaYoshi, do you know which node you are on? Mine is RYZEN02DAL. The response time was pretty good, and we should now give them a chance to investigate.

Lucky for you.
No response to my ticket which has been for 2 days. A Node and my vm are completely shut down. They like a phrase such as "only you annyoing us"; no-one else had raised an issue.

@Advin said:
“were the only person from hundreds of customers”

tetech · June 19

@arirang said: No response to my ticket which has been for 2 days. A Node and my vm are completely shut down.

Yes, that is a very different level of problem which I would consider more urgent.

Advin · June 19

Asked for an update on the VPS, and to be fair to them they responded promptly and recreated it for me.

PureVoltage · June 19

First I would like to say sorry to anyone who had issues or a lack of a proper reply.

@tetech said:

@arirang said:
For me there is General & technical support in Client area. My vm is completely shut down and solusvm shows "node not available"

Bizarre, now the "support" option is back for me, too.

Strange, we've not made any changes on there support options should have always been an option O_o

@arirang said:
For me there is General & technical support in Client area. My vm is completely shut down and solusvm shows "node not available"

This should be resolved for you with a new VPS created. Solusvm has been a pain in the ass to deal with. If you have any issues still please open a ticket and we'll be happy to help.

@Advin said:
We asked for SLA on the recent outage and they denied it based on exclusions that didn’t exist in their policy. Eventually we were able to fight it and get our SLA by asking in the Discord, but then later that day they submitted cancellation requests on all of our services ($600+/month) and told us to leave in a week because we “were the only person from hundreds of customers that did not understand this situation was outside our control”

They undid the cancellations after arguing some more, but it left an awful taste. A VPS of ours has also been offline for the past 3 weeks with no communication. It seems like the brand is being neglected by PureVoltage, and we are probably going to move out. I respected PureVoltage and thought that they were a trustworthy provider, but now I don’t think I would consider them for anything remotely important after my experience and hearing what others have faced at Nexril.

The fact that they even had the instinct to cancel all of my services with a 1 week notice without my explicit authorization is bad, simply for asking what I was legally owed. I don’t like providers that play with my money like that. Maybe @PureVoltage will read this post tomorrow and decide to cancel all of my services again without my permission

You're TERMINATED! Jokes aside, this was handled internally already and I believe Shaun spoke with you on discord.

@JeDaYoshi said:
Yikes.

I've wondered what's been up myself too, since I see my VPS there going up and down, and I see things are worse than what I thought.

Hope @PureVoltage can give us an explanation, but this is already looking terribly.

Please open a ticket if you are still having any issues. It should not be going up and down at all for anyone.

Sorry if I missed anyone on this long quote if anyone is having issues still please open a ticket and we'll get to it asap. I've got a few more of our staff members added to the support team there to hopefully ensure replies are much quicker for everyone. We wanted to migrate everything over directly to PureVoltage. However, with some of the automations currently in place with Nexril it would have caused a lot more headaches and issues for customers so we have left it mostly alone.

Advin · June 19

@PureVoltage said:
First I would like to say sorry to anyone who had issues or a lack of a proper reply.

Sorry if I missed anyone on this long quote if anyone is having issues still please open a ticket and we'll get to it asap. I've got a few more of our staff members added to the support team there to hopefully ensure replies are much quicker for everyone. We wanted to migrate everything over directly to PureVoltage. However, with some of the automations currently in place with Nexril it would have caused a lot more headaches and issues for customers so we have left it mostly alone.

Best thing to do would be to just send out an email to all of your clients asking them to open tickets if there's still something that's not right, that way people know what's going on.

Most people just seem to be angry about the lack of updates or communication regarding problems

PureVoltage · June 19

@Advin said:

@PureVoltage said:
First I would like to say sorry to anyone who had issues or a lack of a proper reply.

Sorry if I missed anyone on this long quote if anyone is having issues still please open a ticket and we'll get to it asap. I've got a few more of our staff members added to the support team there to hopefully ensure replies are much quicker for everyone. We wanted to migrate everything over directly to PureVoltage. However, with some of the automations currently in place with Nexril it would have caused a lot more headaches and issues for customers so we have left it mostly alone.

Best thing to do would be to just send out an email to all of your clients asking them to open tickets if there's still something that's not right, that way people know what's going on.

Most people just seem to be angry about the lack of updates or communication regarding problems

Sounds like a decent idea. I'll have someone send out an email to see if anyone is still having issues.

JeDaYoshi · June 19

@tetech said:
I got a reply to the ticket saying that there's no issue on their upstream connectivity and no-one else had raised an issue, so they're going to check the particular node/port. @JeDaYoshi, do you know which node you are on? Mine is RYZEN02DAL. The response time was pretty good, and we should now give them a chance to investigate.

Hi neighbour

I am on RYZEN02DAL too. Been having the same issues as you, just network connectivity going off constantly for a few minutes.

@PureVoltage said:

@JeDaYoshi said:
Yikes.

I've wondered what's been up myself too, since I see my VPS there going up and down, and I see things are worse than what I thought.

Hope @PureVoltage can give us an explanation, but this is already looking terribly.

Please open a ticket if you are still having any issues. It should not be going up and down at all for anyone.

Will check if it happens again and open a ticket if so. I've not opened one before as I've been busy lately.
Thank you for the update in here, hopefully this is solved soon

What's going on with Nexril?

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