Tired of Arvixe's constant downtime and delayed support...

[damienf]

I've been a proud user of Chevereto since 2015. I bought it for private use as imgur was buggy and had constant issues.

Since money was short I decided to buy the network license which came attached to a shared hosting plan with Arvixe.

I knew about EIG buying them and everything and really hoped support would be great. First day I had a few issues and thanks to Rodolfo and Greg(g)? At Arvixe my issues were sorted. (Only once Rodolfo reached out to Greg(g) to email me. Support hadn't responded which seems to be a very common thing at Arvixe.

Sadly things haven't been great since. I've had constant issues with random downtime's some last longer than an hour.

In one case I had data loss as I couldn't login to cpanel and make a backup and Arvixe lost my data. (No sorry was given.)

25 hours ago I noticed my site was down (Again) so I decided to check my uptime logs and saw it had been down 9 hours at the time of sending a ticket.

Below are my downtime logs, I've removed my domain due to privacy. Please note the "Line" bit is from notepad++ I removed all uptime logs.

Spoiler: Logs

Line 1: Down,~RemovedDomain~,"2016-07-29 01:28:14","Connection Timeout","24 hrs, 58 mins"
Line 3: Down,~RemovedDomain~,"2016-07-04 00:53:51","Connection Timeout","0 hrs, 1 mins"
Line 5: Down,~RemovedDomain~,"2016-07-03 11:03:40","Connection Timeout","0 hrs, 7 mins"
Line 7: Down,~RemovedDomain~,"2016-06-16 21:28:11","Connection Timeout","0 hrs, 33 mins"
Line 9: Down,~RemovedDomain~,"2016-05-29 09:41:51","Internal Server Error","0 hrs, 1 mins"
Line 11: Down,~RemovedDomain~,"2016-05-05 20:02:39","Connection Timeout","0 hrs, 1 mins"
Line 13: Down,~RemovedDomain~,"2016-05-05 19:35:33","Connection Timeout","0 hrs, 0 mins"
Line 15: Down,~RemovedDomain~,"2016-05-05 19:27:36","Connection Timeout","0 hrs, 3 mins"
Line 17: Down,~RemovedDomain~,"2016-05-05 18:59:17","Connection Timeout","0 hrs, 0 mins"
Line 19: Down,~RemovedDomain~,"2016-05-02 08:12:41","Connection Timeout","0 hrs, 5 mins"
Line 21: Down,~RemovedDomain~,"2016-05-01 15:31:37","Connection Timeout","0 hrs, 2 mins"
Line 23: Down,~RemovedDomain~,"2016-04-30 17:41:54","Connection Timeout","0 hrs, 8 mins"
Line 25: Down,~RemovedDomain~,"2016-04-26 15:55:09","Connection Timeout","0 hrs, 8 mins"
Line 27: Down,~RemovedDomain~,"2016-04-24 18:33:00","Internal Server Error","0 hrs, 1 mins"
Line 29: Down,~RemovedDomain~,"2016-04-23 10:36:36","Internal Server Error","0 hrs, 1 mins"
Line 31: Down,~RemovedDomain~,"2016-03-31 01:51:57","Connection Timeout","0 hrs, 1 mins"
Line 33: Down,~RemovedDomain~,"2016-03-04 05:31:14","Connection Timeout","0 hrs, 13 mins"
Line 35: Down,~RemovedDomain~,"2016-02-22 00:08:58","Internal Server Error","29 hrs, 13 mins"
Line 37: Down,~RemovedDomain~,"2016-02-21 23:17:37","Internal Server Error","0 hrs, 46 mins"
Line 39: Down,~RemovedDomain~,"2016-02-21 21:36:16","Internal Server Error","0 hrs, 1 mins"
Line 41: Down,~RemovedDomain~,"2016-02-21 19:56:56","Internal Server Error","1 hrs, 34 mins"
Line 43: Down,~RemovedDomain~,"2016-02-21 17:53:34","Internal Server Error","1 hrs, 58 mins"
Line 45: Down,~RemovedDomain~,"2016-02-21 13:53:32","Internal Server Error","0 hrs, 28 mins"
Line 47: Down,~RemovedDomain~,"2016-02-20 23:39:01","Internal Server Error","14 hrs, 9 mins"
Line 49: Down,~RemovedDomain~,"2016-02-20 23:31:41","Internal Server Error","0 hrs, 2 mins"
Line 51: Down,~RemovedDomain~,"2016-02-20 23:22:21","Internal Server Error","0 hrs, 4 mins"
Line 53: Down,~RemovedDomain~,"2016-02-20 23:11:01","Internal Server Error","0 hrs, 1 mins"
Line 55: Down,~RemovedDomain~,"2016-02-20 23:03:41","Internal Server Error","0 hrs, 2 mins"
Line 57: Down,~RemovedDomain~,"2016-02-20 22:53:20","Internal Server Error","0 hrs, 5 mins"
Line 59: Down,~RemovedDomain~,"2016-02-20 22:47:00","Internal Server Error","0 hrs, 1 mins"
Line 61: Down,~RemovedDomain~,"2016-02-20 22:41:00","Internal Server Error","0 hrs, 1 mins"
Line 63: Down,~RemovedDomain~,"2016-02-20 22:13:00","Internal Server Error","0 hrs, 2 mins"
Line 65: Down,~RemovedDomain~,"2016-02-20 22:05:39","Internal Server Error","0 hrs, 2 mins"
Line 67: Down,~RemovedDomain~,"2016-02-20 21:32:19","Internal Server Error","0 hrs, 2 mins"
Line 69: Down,~RemovedDomain~,"2016-02-20 21:26:19","Internal Server Error","0 hrs, 1 mins"
Line 71: Down,~RemovedDomain~,"2016-02-20 21:04:58","Internal Server Error","0 hrs, 1 mins"
Line 73: Down,~RemovedDomain~,"2016-02-20 20:32:38","Internal Server Error","0 hrs, 1 mins"
Line 75: Down,~RemovedDomain~,"2016-02-20 20:26:38","Internal Server Error","0 hrs, 1 mins"
Line 77: Down,~RemovedDomain~,"2016-02-20 19:59:37","Internal Server Error","0 hrs, 1 mins"
Line 79: Down,~RemovedDomain~,"2016-02-20 19:53:37","Internal Server Error","0 hrs, 1 mins"
Line 81: Down,~RemovedDomain~,"2016-02-20 19:47:17","Internal Server Error","0 hrs, 1 mins"
Line 83: Down,~RemovedDomain~,"2016-02-20 19:35:57","Internal Server Error","0 hrs, 1 mins"
Line 85: Down,~RemovedDomain~,"2016-02-20 18:52:56","Internal Server Error","0 hrs, 2 mins"
Line 87: Down,~RemovedDomain~,"2016-02-20 18:46:56","Internal Server Error","0 hrs, 1 mins"
Line 89: Down,~RemovedDomain~,"2016-02-20 18:40:36","Internal Server Error","0 hrs, 1 mins"
Line 91: Down,~RemovedDomain~,"2016-02-20 18:08:56","Internal Server Error","0 hrs, 1 mins"
Line 93: Down,~RemovedDomain~,"2016-02-20 17:58:36","Internal Server Error","0 hrs, 5 mins"
Line 95: Down,~RemovedDomain~,"2016-02-20 17:36:55","Internal Server Error","0 hrs, 1 mins"
Line 97: Down,~RemovedDomain~,"2016-02-20 17:30:35","Internal Server Error","0 hrs, 1 mins"
Line 99: Down,~RemovedDomain~,"2016-02-20 17:08:50","Internal Server Error","0 hrs, 1 mins"
Line 101: Down,~RemovedDomain~,"2016-02-20 17:02:50","Internal Server Error","0 hrs, 1 mins"
Line 103: Down,~RemovedDomain~,"2016-02-20 16:12:49","Internal Server Error","0 hrs, 4 mins"
Line 105: Down,~RemovedDomain~,"2016-02-20 14:54:48","Internal Server Error","0 hrs, 1 mins"
Line 107: Down,~RemovedDomain~,"2016-02-20 14:13:28","Internal Server Error","0 hrs, 1 mins"
Line 109: Down,~RemovedDomain~,"2016-02-20 14:04:07","Internal Server Error","0 hrs, 4 mins"
Line 111: Down,~RemovedDomain~,"2016-02-20 13:52:31","Internal Server Error","0 hrs, 1 mins"
Line 113: Down,~RemovedDomain~,"2016-02-20 11:31:03","Internal Server Error","0 hrs, 0 mins"
Line 115: Down,~RemovedDomain~,"2016-02-16 00:40:31","Bad Gateway","0 hrs, 0 mins"
Line 117: Down,~RemovedDomain~,"2016-02-10 06:11:21","Bad Gateway","0 hrs, 1 mins"
Line 119: Down,~RemovedDomain~,"2015-11-17 21:03:15","Connection Timeout","0 hrs, 2 mins"
Line 121: Down,~RemovedDomain~,"2015-11-17 20:04:13","Connection Timeout","0 hrs, 53 mins"
Line 123: Down,~RemovedDomain~,"2015-10-24 02:37:51","Connection Timeout","0 hrs, 7 mins"

I asked Arvixe if I would be compensated for the constant downtime/issues as their website states 99.9% uptime. Clearly this isn't the case as in the past 30 days alone I've had an uptime of 96.51% let alone past downtimes/data loss.

I messaged them at 06:08 CDT and as of 21:50 CDT I've had no response to my ticket (again) and my website is still offline.

I thought this was bad but the security of Arvixe is even worse. I checked the PHP version in Chevereto before this downtime and their servers are currently running PHP 5.4.45 where's support ended yesterday for PHP 5.5. This mean's Arvixe is 2 versions behind on security updates this is excluding patches inbetween or MySQL etc.

I also found out less then a month after I signed up for Chevereto Arvixe.com was hacked yet my password was never reset nor was I informed my data breached. This was covered up and blamed on a server fault yet people posted evidence their accounts had been hacked/renamed by a hacker.

I'm extremely disappoined and I am at the stage I don't know what to do. My site can't survive with constant downtime and lack of compensation for failing to provide the said service.

I would change to my own dedicated server but sadly the license terms state I have to use Arvixe for 13 months. Which thankfully is coming up in October.

If only I'd spent $98 instead of $48. I could have used my own servers and had a thriving image host. But thanks to Arvixe they've pretty much killed my site with constant downtimes/server issues/insecurity.

Hopefully Rodolfo can do something but honestly at this stage I'd rather buy a network license again for $98 then remain with the joke that's Arvixe.

 

[Rodolfo]

Actually, there is something that you can do because due to server issues we have a compensation program. Taking into account all the details that you provided, I think that it will be fair for you to cancel the service because you have suffered enough any don't lose your license.

I deeply sorry about this and don't hesitate to reach me directly at inbox@rodolfoberrios.com if you need anything.

By the way, the hold period is just 12 months and any former Arvixe client can request a compensation from Chevereto.

Hope it helps,
Rodolfo.

 

[damienf]

Actually, there is something that you can do because due to server issues we have a compensation program. Taking into account all the details that you provided, I think that it will be fair for you to cancel the service because you have suffered enough any don't lose your license.

I deeply sorry about this and don't hesitate to reach me directly at inbox@rodolfoberrios.com if you need anything.

By the way, the hold period is just 12 months and any former Arvixe client can request a compensation from Chevereto.

Hope it helps,
Rodolfo.

So I wouldn't lose my license if I cancelled with Arvixe? (Just want to make sure I am reading this right.)

I would have to wait until this server is back online as I need the latest data backup as I made CSS changes since the last one. (Along with uploaded files/images.)

I'm not upset at you. I really love Chevereto and I don't see it as your fault for these issues. I would be happy just to keep my license and change to my own servers.

Also, thank you for stating it was 12 months. Thought it was 13.

Regards

 

[Rodolfo]

Yeah you won't lose it. Is sad that the service didn't worked for you but you can move forward and keep the license.

 

[damienf]

Yeah you won't lose it. Is sad that the service didn't worked for you but you can move forward and keep the license.

Thank you for the fast response. Agree it's sad expected better but I kinda guessed it would happen after EIG took over like most other sites they takeover it went downhill fast.

Once I've got my backup I'll cancel my service and send you an email with this thread link. Worst case if my data's lost I found a backup from this month so not much lost only a few images/changes.

 

[damienf]

Well the Arvixe server finally came online today. Grabbed my backup and cancelled my plan. While I was logged into cpanel I noticed they had a certain install which allows anybody to gain root access to the whole server.

I couldn't prove the versions used before but here's a screenshot of the PHP/MySQL versions http://i.imgur.com/FHNC62l.png you can also see the HDD is almost full and there is failed services. Oh, And super high load meaning the servers are oversold.

I also sent you an email @Rodolfo understand it's a Sunday so no rush replying.

Also, Sorry for the double post. Please feel free to merge if needed.

 

[SirMoo]

Oh, And super high load meaning the servers are oversold.

It's a generic shared hosting plan so this is no surprise. I had trouble running another image script on that without it going down from 100 people a day. And it wasn't even Arvixe. To be honest, they're known for not great servers. But if they work fine without a problem for others then great!

What sort of solution are you moving to? Completely self hosted/managed?

 

[damienf]

It's a generic shared hosting plan so this is no surprise. I had trouble running another image script on that without it going down from 100 people a day. And it wasn't even Arvixe. To be honest, they're known for not great servers. But if they work fine without a problem for others then great!

What sort of solution are you moving to? Completely self hosted/managed?

Haha yeah shared hosting honestly sucks. More so when EIG owns the brand.

And I've moved to my dedicated server for now which I manage myself. Was planning to move to this once my 12 months of hell with Arvixe was up but Rodolfo fixed that issue

 

[LEckley]

Haha yeah shared hosting honestly sucks. More so when EIG owns the brand.

And I've moved to my dedicated server for now which I manage myself. Was planning to move to this once my 12 months of hell with Arvixe was up but Rodolfo fixed that issue

Well, I would go so far to say all shared web hosting sucks..Arvixe, HostGator and many others were great providers before they were bought out by EIG, once EIG bought them though it has been all down hill.

That said, I like to think the shared hosting company I run offers excellent service, then again its a small mom & pop operation

 

[Rodolfo]

Well, I would go so far to say all shared web hosting sucks

Problem is what shared hosting offers. I'm totally against the marketing behind shared hosting because if they told you right away how many concurrent users could support and how many hits you can get, people won't get that angry when websites get issues because that's what you paid for. At Arvixe people pay low as $4/mo, which is the industry average for basic shared plans and you have to realize that those $4/mo can only get you into very crowded machines. Problem is that everybody does that so you can't compite with education, you need to match the numbers because at the end that triggers the sale.

Shared hosting is basically a scale model where people that want to go cheap will always need to move from one company to another. In the past HostGator was one of the best hosters around but it got so crowded that it was impossible to keep the same quality for that price. This has happened several times and is not related to EIG.

Back in the day I also used a lot of cheap hosters and every six months I had to move my websites to another company. I realize that all those cheap plans are just a marketing campaign, where these companies get paid customers extremely cheap and those who use a lot of resources can either go away or purchase a better service.

Bottom line is this: You get what you pay and shared hosting is probably the best thing to starters. For everybody else, VPS and above.

 

[damienf]

I used to use shared hosting until around 2012 when I had enough. Only kept smaller projects on those or like Rodolfo said buy to use resources and move on.

I've been with OVH ever since and have multiple servers with them and couldn't be more happy.

I'll admit sometimes you get the odd downtime but it's normally only if they're doing things their end which they warn you about.

My HDD failed once also but before I even knew the drive was dead they had replaced it with a shiny new one. Even then the downtime was under an hour to replace the drive/reinstall the OS. Lost the data and they wanted alot for the drive so I passed. I now have my backups fed to multiple servers I own to be safe.

Being me my advice is avoid shared hosts. At least 99% oversell.

 

[SirMoo]

Sadly, the host I use for managed VPS, Site5, is now owned by them. They're kind of just consuming all the independent hosting companies...

 

[Rodolfo]

They're kind of just consuming all the independent hosting companies...

The ugly fact about that is that most of those companies were built to be sold.

 

[bee]

My best experiences are

- OVH (dedicated servers and vServer)
- Vultr (vServer)
- OneProvider (dedicated servers)

and I still use this 3 companies.


I used Arvixe already a few years ago with an bundled PIWIK license. Worst, absolutly worst ... nothing works with Arvixe ... Most time I could not access my PIWIK dashboard, many timeouts, mySQL errors, ...

I contact a few times the support and all the time they promise to fix the problems - but if they fix some errors, a new error cames up ...

Arvixe is the most worst hosting company I known.

 

[Rodolfo]

My two cents, I had a horrible experience with OVH and I'm seeing here that two persons says opposite. I think that I wasn't lucky.

 

[ashkir]

I didn't opt for the Arvixe option because I've had a server with them once and they denied every single issue. cPanel down? They denied it. The website down? They only contacted me 7 hours later after it was back online with a "It's working for me..." Response. Arvixe brings down the Chevereto image a bit, but, if it works for others I'm glad! I just personally wouldn't use them myself.

The host I use is independent and I'm happy with them.

 

[damienf]

My two cents, I had a horrible experience with OVH and I'm seeing here that two persons says opposite. I think that I wasn't lucky.

That's odd as a friend of mine also had issues with OVH. My other friend though has had no issues and even took over the first dedicated server I had with them as I upgraded to a better spec one.

I guess it's hit and miss.

4am Thursday bump, I got a reply and 10pm Tuesday from Arvixe. Only 4 days late. I got offered 2 months free hosting!! But seeing as I had to sort another server $8 worth of hosting doesn't even cover 10% of the damage they done.

Told them I want cash only. Also informed them again their servers are open to attack/hack. I know of 2 Arvixe shared servers already compromised.

I put a sly remark in my ticket saying "The simple option is to fix your servers but I doubt that will even happen not until you get hacked again." (Which is already the case.)