jonnerz

Please read the post I made a few replies up as this explains pretty much everything you said. Please don't dispute your payment, just create a ticket to BILLING asking for a refund and we will process it for you. A PayPal dispute will take much longer as only I can deal with these, not any of our billing staff. I am once again really sorry for your service and it seems you ordered during a rough time for us. We've let a lot of customers down. I can only promise now that our customer support will be back to normal at the start of next week. I'll also use this reply to remind customers that phone support should only be used in emergencies and is not always avaliable. We note this on our contact us page and don't promise any reliable support through our phone number. Tickets are the best way to contact us. I'd also like to add I am not happy with how we have let customers down so far. We honestly love our customers and do genuinely feel upset when situations like this arise. We want the best for you. Things will only be UP from here and your comments and reviews will all be used only to improve on our services.

I am extremely sorry for the service you have received. You ordered at the the worse possible time and I can't be sorry enough for our service during this time. We were very short staffed when you ordered and have been trying to catch up since then. You simply need to make a ticket and we will refund you, like I said it may take up to 24-48 hours due to further staff shortages until Monday but you will definitely get refunded. We have always refunded customers who have been unhappy and your advice to 'create a dispute or contact your bank' is very unhelpful. Creating a dispute will take 10-20 days to resolve as I am the only one who can deal with this, not our billing/support staff who can process refund requests over tickets only. As said above we are very experienced with hosting DayZ servers and were the first ever company or person to donate servers to the DayZ team which we actually still do (free of charge). Some new staff are still learning and DayZ being in alpha takes a lot of time to get your head around errors. All our staff are based in either the UK or USA. Any spelling mistakes are probably caused by us being over stretched and lack of sleep, I am sorry about them and this will be hopefully improved my the start of next week.

We are currently short staffed again as a member of staff went away without any notice. We are a small company and so this has had a huge impact on support times. If you are not happy by all means make a ticket and we will refund you, until Monday this may take up to 24-48 hours at the very most. There is no need to create a dispute or contact your bank as is that will only delay things longer. We are more than happy to refund customers who are unhappy with our service, we are not monsters. Customer service will be back to normal by Monday and we aim to answer all current tickets by tonight. Phone support is not fully operational. We admit times have been tough. Since we started offering dayz some weeks have been good and a couple have been poor. I can promise that this will be the last bump in our customer support and set up times. Once customer service is back to normal we will also be setting our instant server setup system live. We know what we are doing, we were the first company to host/donate servers for the DayZ team and have been doing so since DayZ went public. Some of our staff may be a little inaccurate with some problems but training is not instant and can take time. Please also let me know if our staff have not made sense or have poor English as this needs to be rectified. All our staff are either in the UK or USA. I am extremely sorry for the service you have received. You ordered at the the worse possible time and I can't be sorry enough for our service during this time. We were very short staffed when you ordered and have been trying to catch up since then. You simply need to make a ticket and we will refund you, like I said it may take up to 24-48 hours due to further staff shortages until Monday but you will definitely get refunded. We have always refunded customers who have been unhappy and your advice to 'create a dispute or contact your bank' is very unhelpful. Creating a dispute will take 10-20 days to resolve as I am the only one who can deal with this, not our billing/support staff who can process refund requests over tickets only. As said above we are very experienced with hosting DayZ servers and were the first ever company or person to donate servers to the DayZ team which we actually still do (free of charge). Some new staff are still learning and DayZ being in alpha takes a lot of time to get your head around errors. All our staff are based in either the UK or USA. Any spelling mistakes are probably caused by us being over stretched and lack of sleep, I am sorry about them and this will be hopefully improved my the start of next week.

Please make sure you have created ticket before posting in this thread. We will answer all tickets as soon as possible. Customer service is our top priority and we are working hard on keeping our customer service up to our normal high standards. We hope to have things back to normal by the weekend (4 hour average reply).

The CP node did undergo it's maintenance last night which all went well, speeds were increased by over 50 times. Today's issue is unrelated and we believe it is a ddos attack directed at the old owner of the new IP we are using for the control panel. The moment this happened I was actually on a plane and my staff failed to send out a mass email about it. We are currently working on it. EDIT: CP is back online.

Fixed. Yours is being set up now. I'm sorry that a support rep told you early today but when you ordered the ETA was 31st July on the order form. Our ETAs have been a bit fuzzy recently but I can assure you and all future customers that our backlog is no more. Like I said on the page before this, we have made a few errors with customer communication and we are very sorry about this. I advise everyone to follow our Twitter as we'll put all service updates on there first: http://www.twitter.com/hostaltitude

If your DayZ server is showing "Unknown" in the CP, do not worry as this will be fixed very shortly.

We're actually working out why this happened right now, we'll reply once it's all fixed and prevented from happening again. Shouldn't be, have you created a ticket? Our average reply time is currently 5 hours, your last reply was made just over 5 hours ago and we'll answer it very soon. Create a ticket and we'll get that sorted as soon as possible. It can be caused by a wide range of problems but nothing too hard for us to fix within minutes.

We were furious when realised what the DC tech had done, I'll make sure you get a full refund for the current month as the series of events that have happened to you is really unacceptable. We understand customer service is key and this is something we normally excel in. We had a few issues with our provisioning system about 1 and a half days ago which halted all orders from being setup for about half day, all waiting customers were informed of this. We did mention in the email that the ETA would be 24 hours for three locations and 24-48 hours for Dallas. We did setup about 90% of servers within this time but unfortunately a few servers were not setup or will not be setup until today. We have failed to let these customers know but Create a ticket and we'll work out why, all servers on Saturday and Sunday have been provisioned.

If you need any help with what Ryahn said, create a ticket and we'll help you out. You can find the BEServer.cfg in "Configuration Files". We set a default maxping so you'll just need to change the "maxping" line to suit you best.

Long waits will be over tomorrow and I'm not sure why you rate our customer support that low, was there a reply we made in particular that upset you? If you server is up but you are unable to join it for whatever reason make sure you create a support ticket. We currently only have 5 tickets in our ticket system queue with 3 support techs waiting for your issues. We sent around an email with current ETAs to all waiting customers. We've had an issue with our server provisioning system which has caused some delays, servers were being setup incorrectly. We are working to resolve this and then provision the remaining orders in the queue.

Because as the IP is shared with several other servers, if one get's blacklisted then several other customers are also blacklisted for no reason. Which files would be burdened from updating? I can't speak for other hosts but we can add updates to the control panel and normally do this within 1-2 hours of an updates official announcement.

Sorry for the current 24 hour wait on your order. Your are not far in the queue and I can safely say you will be up within the next hour or two. I won't sleep until it's up! (It's 4AM right now :( ) About the same as above. You've currently been waiting 5 hours but our Dallas queue is much smaller than New York.

The ETA that shows up when you login is for new customers but it unfortunately also shows up for current customers. If you let me know your order number I'll explain to you why your server is not up yet and when it will be up. If you have been waiting that long it will be up very soon, I can now also provide you with a truthful ETA as our backlog has pretty much been cleared.

The reason we restrict the server.cfg (despite anyone with a VPS/Dedicated server having full access) is because we do the entire registration process. We assign your instance ID, location ID, mission file etc all for you. Another big reason is because we may have 4-6 servers all on the same IP address, if one server gets blacklisted for passwording their server, then all the others get blacklisted too. If you want freedom with the risk of being blacklisted then by all means purchase a VPS or dedicated server.

Have you created a ticket? This most probably means your client version differs from the server version or there is something wrong with your instance ID.

Have you made a ticket about this? 700 ping is completely abnormal for our servers and must be looked at immediately by us.

Can you let me know your ticket number? As I said I don't know who you are off the top of my head and need some sort of reference as to who you are. I'll be happy to sort something out for you and I'm extremely sorry about the "false hope" we have been giving you. We base our ETAs on what our vendor tells us which we directly pass on to you, they have been been constantly telling us the same as we have been telling you hence the total mess in communication. I think it's time for a change within our New York DC and we'll be making a complaint to them about this, your delay was not acceptable and has upset us just as much.

I don't know which customer you are off the top of my head but if you made a ticket, I would have explained any delays there or will be just about to. We do offer refunds but not for dedicated servers as we would have already paid all the associated costs of setting up a dedicated server for you. If you did order a dedicated server then it will be up tomorrow morning, we had a delay on a shipment of E3-1230's. I will change that instant setup line as it has been delayed. We are currently back logged and have been setting up orders all day, yours should be up within the next few hours. Replied.

Will check that out for you now. There is a lack of explanation because normally none is needed, your server was not setup correctly by our system so I'll need to take a look manually. Normally we create your server, the files are downloaded to your folder, your server then starts up. If there is an issue whilst the files are downloading or a break in the connection the server will just not show up at all. We're working with the TCAdmin (Our control panel) team on sorting this issue out as it seems to happen to 1 in 10 setups. They can easily be fixed but obviously it's a huge hassle for you and other customers. If you have a ticket up we'll try and answer it as soon as possible.

Have you made a ticket? We will push your billing date forward so you don't miss out on any days. Same as above, make a ticket and we'll sort that out for you.

What is your order number? I will personally check for you as it should be up by now. I also don't know how you worked out that they are more reputable, they have had similar problems. Thank you Deguard for this, we will do our best to send messages and news much more often. At the moment we have almost cleared the backlog and I will announce this shortly. Same as above, your server should be up now or very soon. There are only 3 servers left in the queue for New York and these all had a small issue which we have now fixed.

We've revived the two crashed Dallas nodes, we'll investigate why they crashed and prevent it from happening again. As far as I can see all other nodes are currently online. I'm also happy to say our response time will now be around 6 hours rather than the current 16-20 hours as of tomorrow. The major cause of this was a staff shortage as well as a couple of delays with orders. We are also looking to take on a new staff member to join our team and allow us to be more prepared for the near future. Any suggestions that would improve our services please do tell! We really do love you all and don't want anything to get in the way.

We're a small host and have had a huge demand for servers recently. There are not many hosts that can guarantee a dedicated server in 8 hours unless they have some spare. We obviously do not have any spare right now and have to build them to order. As for keeping in contact with the customer, we are trying our best to do this. At the moment, by the time we encounter a server being down it normally takes a couple of minutes to put back online. This is why we have not been announcing any issues as we fix them within minutes of finding out. All slotted/managed servers ordered before today will be up within the next couple of hours. Any dedicated servers ordered in New York have a small delay and will be up later today or tomorrow. We would do this but as I said above, by the time we encounter an issue with a node it has been taking us a few minutes to fix. I admit we're not being alerted immediately of any downed servers and we're trying our best to find them and put them back up. We have been one staff down for 4 days, he is now back and things will be back to normal tomorrow. We are a small company so this has impacted us as you may have noticed over the past few days.

Your ticket will be answered within the next hour.