123-reg

Virtual Server down - no explanation

I signed up for a 123-reg VPS in December 2012. One fine day in January 2013 I woke to discover that my server was down. No matter, I thought I would login and get it back up. The Control panel showed that the VPS was "suspended". There had been no attempt to email me or phone me the impending suspension of my account, and no failed payment attempts were logged on my account activity. All I found was that the control panel did not allow me to restore the VPS, and there was no option to renew. I contacted customer service by chat at 9am, who proceeded to open a ticket. But customer service repeatedly failed to understand my issue, that the VPS had no restore option. Furthermore, no 123-reg engineers attempted to restart the VPS. So here we are, 15 hours, with critical business data sitting on a VPS I cannot access, with no attempt by 123-reg to contact me, and no serious attempt by 123-reg engineers having taken place to restart my VPS.

Conclusion, dear readers, DO NOT use 123-reg VPS service. They appear to operate a high volume low cost business, with low cost meaning woefully inadequate support to recover a VPS. Not only that, but it takes real contempt for customers to suspend a VPS without warning by email or phone, and then to make no attempt during a whole business day to restart the VPS. Not too mention total failure by 123-reg to reassure me that data had not been lost.

23 January 2013

Reply from 123 Reg

Hello,

If you could forward details of your account or ticket number over to customerexperience@123-reg.co.uk I would be more than happy to look into this for you.

Regards,

Nerys