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Poor technical support


24x7servermanagement
2016-05-17, 03:33 AM
This appears to be very old thread from last year. Not sure what was the reason to update the thread.

Aalastic
2016-05-13, 05:36 AM
Glad to see help was received in this case! Slow but steady wins the race.

Coder
2015-12-01, 09:29 PM
OVH support may take a while to get support tickets responded to & resolved, but in my experience they always get the job done.

James @ OVH
2015-10-19, 10:59 AM
Hi IPer001,


I'm not able to elaborate on any details of how this specific case was handled, it would be up to our client to disclose these details.
I can help answer all of your questions about our Dedicated Cloud, I have actually just replied to your ticket.

Thanks again for the questions, looking forward to hearing back from you.

Regards,

James @ OVH

IPer001
2015-10-16, 10:47 AM
OP, did this ever get resolved? Care to post a report, in detail, of what was going on? This is a public forum and thus I am looking into OVH's Dedicated Cloud
offering so this could/would be helpful information. Thanks!

raja44
2015-06-04, 01:26 AM
Phil, I have followed up with more screenshots and information that clearly Shows the problem. Ping packets are being lost while trying to reach OVH network so obviously something is wrong in the networking or may be it needs to be tuned up a bit or what.

Phil @ OVH
2015-06-03, 08:45 AM
Hello,

Vincent is a much more technical person than me, and is much better equipped to resolve the issue than I am. However, I did look over your ticket with him, and based on the test results you provided, I have to agree with him. I see absolutely no network problems indicated in those test results.

I would recommend calling in and speaking with the support staff. They are the ones with the proper training to assist you.

Regards,
Phil C.

raja44
2015-06-02, 09:13 PM
Hi Phil,

Would you be able to call me regarding ticket ending with 1107? It's been 2 days and we have users on around 50 servers unable to do any work. There has been zero progress so far. On top of that your customer advocate Vincent D. emails after 2 days that everything is normal and he does not see any problem.

This has become a nightmare to deal with and clients have started requesting that we change from OVH. I guess before we dump OVH, I would like to talk to you. Call me ASAP please.

xetal
2015-05-28, 08:05 PM
I will also have to agree here with the many complaints.

OVH support has a very slow response. We encounter multiple datastore disconnection over the past few months. Our primary SQL server even went down for over 5 hours... I opened tickets as soon as the problem occured and also called the hotline. The employes are nice, butnot much help when it comes to real issues. They will always refer the issue to a specialist. They will not call you back when needing more info and requesting it by email... That will abviously create more and more delays.

OVH you seriously have to step up here. Clients are putting important chunk of their business under your roof. The level of service and the escalation process has to be up par to the client expectation.

Phil @ OVH
2015-04-14, 11:47 AM
Hello,

Mike2015: If you could put your account name into your forum profile, I will look into the issue on my end.

Regards,
Phil C.

Mike2015
2015-04-13, 09:37 AM
Well, I had 2 support tickets related to different aspects of VPS performance (hardware and routing). As mentioned in another post, I spent days dealing with OVH support, collecting data, restarting server in rescue mode and back. The result: wasted time and no improvements whatsoever :-(

Phil @ OVH
2015-04-12, 11:28 AM
Hello,

Those two problems weren't even remotely related. This was a dedicated server issue where we were requesting hardware tests which the customer wasn't providing, the other was a VPS issue that ended up being software related once the customer opened a support ticket for the issue.

I noticed you also posted on the other thread saying you're having a similar issue with your VPS. Have you opened a support ticket for the problem? It's most likely something we can help you with. The only two posts you have on the forum are replies to people complaining about service, it would be better if you created a post about your issue, or opened a support ticket with us directly.

Thanks for contacting OVH, and have a great day!

Phil C.

Mike2015
2015-04-12, 09:25 AM
Quote Originally Posted by Phil @ OVH
... The issue you are facing is an individual issue, which is why we require those additional test results.
When you get many clients complaining about the same problem is stops being an "individual issue", it's becoming a pattern.
See this thread here:
https://forum.ovh.us/showthread.php/...ry-Slow-Server

Phil @ OVH
2015-03-10, 04:21 PM
Hello,

Our supervisors evaluate customer support tickets on a regular basis. Your support ticket in particular was looked over, and in fact you are not affected by any general outage at the moment. The issue you are facing is an individual issue, which is why we require those additional test results.

I would add that we still have not received a reply to the message we sent you on March 5, 2015.

If you want us to help you in resolving this issue, we need that information.

Regards,
Phil C.

raja44
2015-03-10, 04:08 PM
Phil, that kind of response is the root cause of the problem.

There was a problem, we sent you the logs and problem lasted for almost 16 hours. Next day we get an email from support to send you more logs when problem was already resolved. My question is, why you were not able to even see or identify the problem? It was a network wide problem as we know more of your clients were experiencing it so obviously you knew there is something wrong. No one cares to intimate what the problem was, what was done and how we can be assured it will not happen in future.

You can see from the support tickets that there is a standard pattern of responses. Almost always, your support team does not acknowledge that there is an issue and someone is working on it. A good faith acknowledgement will go a long way in giving confidence that at least things are being worked on.

I am not sure why there is no supervisor or manager to monitor the response of techs. Better communication may help in lowering the stress of your clients when there is an issue.

Phil @ OVH
2015-03-05, 07:00 PM
Hello,

I've looked up your support ticket, and from what I can see, we sent you a message almost ten hours ago requesting some additional tests. We're waiting for your reply.

Regards,
Phil C.

raja44
2015-03-04, 09:22 PM
I wonder if there is any better way to get issues resolved by OVH technical support? We have found that when we need some help like slow response of the cloud or poor connectivity to the cloud, there is usually no satisfactory response from OVH team even after opening a ticket and submitting all the logs.

Answers are usually generic and support seems to be least interested in working with you to solve the problem. This puts a lot of stress on us and this is the primary reason that we have only 10-12% of the workload (around 50 servers) on OVH servers, I wonder is there any better way to get support before we make any further investment in OVH?