mjtkop

Surpass may well be incompetent or they are hiding things or there are being dishonest I am not sure.

Last night I recieved an email from support team person Jesse C saying the following:
I was very surprised by this I have only a small fansite dedicateed to Michael Jackson which recieves no more than 500 visitors per day I also only use the xoops CMS, which is a surpass reccomended CMS and according to EMan xoops is not the issue.

After some requests I was eventually contacted by Eman, I asked several times for Eman to find out what the source of this memory usage was I also asked for other information such as when this memory abuse occured AND i asked for proof that I actually get all the resources I have paid for on VPS plan 2 but of course none of this information ever arrived or the requests where just ignored.

I would also like to quote anotehr reply by Eman:
Note the "but can burst to 1GB" part now on the VPS page http://vps.surpasshosting.com it says I have 2GB ram burst:
So do I have 2GB ram burst or dont I? or is something different Eman is talking about or are you selling your products without the actuall resources we should get to make it sound like we are getting a good deal?

Another quote by Eman which is confusing me:
Now, according to Eman this memory issue has been ongoing for some time and what I asked him was this, if I had been using this amount of memory, more than I pay for why wasn't I told sooner? If i was told sooner I could have fixed the problem causing the memory load or I could have upgraded to dedicated if really neccesarry and I would not be in the situation I am in right now and my site would not be suspended, but the loving folks over at surpass just let me use extra memory free of charge, how nice of them then BANG all of a sudded my VPS is suspended and I am repeatedly told I have to upgrade to dedicated, there is something not right about this at all.

I also object to the statement that I abuse the courtesy you give, I did not know of any courtesy and I did not know of any memory abuse, high memory abuse was certainly not intentional so do not tell me that I am abusing your courtesy

I have been very nice up until now and due to the fact it looks like I dont even get the resources I pay for and due to the lack of proof I have asked for I would say you should really get my site unsuspended, I will also accept your apology.

If, however it turns out that this meory use is legitimate simple because my website is too busy(with normal human internet traffic) then you can accept my apology and I will upgrade to a dedicated server.

In the meantime though can you get what I have aksed for.

Cheers.

mjtkop

Heres another contradicting reply I have recieved from your so-called tech support.

EMail date:06 August 2006 00:12
You really cant contact me each day? hmm according to this FAQ https://desk.surpasshosting.com/inde...kbarticleid=74

According to the above FAQ found at the abouve URL on surpasshosting.com you check every 5 minutes? If you check every five minutes why cant you contact me everyday or everytime my memory use is going to high?

I will ask again if this high memory consumption is true why wasnt i contacted sooner? instead of letting it get to the piont where my site is suspended and I am loosing revenue.

mjtkop

http://img62.imageshack.us/img62/201...vps2psdue9.jpg

WEll i was a bit unsure about what the 2GB ram burst thing meant and i was sure someon was going to reply and make me look stupid telling me it ddint mean what i thought it meant but after checking www.hostdime.com which i believe is the same company as surpass I think i understand what it means now.

http://www.hostdime.com/services/vps


There VPS plan 2 burstable to 2048mb which I think is 2GB ram,

Surpass VPS plan 2 2048mb ram burst which again is 2GB i believe, ram burst and burstable mean the same thing, eh?

I pay $60 USD per month for what i believe is VPS plan 2
This ius recieved from payapl 3 days ago confirming my subscription payment of $60 to surpass hosting for again what i believe to be VPS plan 2.

This is the email i recieved from Eman who i beleive to be someone who is employed by surpass or its parent company in the capacity of technical support:
According to Eman i can only burst to 1GB, surely this cant be correct, i pay 60 dollars for VPS plan 2 which states i can burst to 2GB?

Could someone from surpass/hostdime/dimenoc please, plesae take a look at my situation and think about it carefully, all I want is my site ususpended, I do not believe my website uses the resources you claim it is using and frankly I simply dont believe you.

I am still waiting for the information i requested in the tickets also only whne i get this information and I am sattisfied that my site is using too much memory because it is too busy or anotehr reason which is legitimate then I will purchase a dedicated server from you.

Let me state also, I am very happy with surpass, even though tehre is this one problem I will still reccomend surpass and continue to host with surpass, I will not however have companies pull the wool over my eyes because they simply havent described there product or services correctly.

Thanks.

Skipdawg

Your right that is a 2 GB burst for both plan numbers 2 and 3, plan one which I am on is a 1 GB burst for RAM.

I find this odd for I've had some resource issues that I have seen which should not be there with the small activity with my forums. But the kicker is support has not been able to find evidence of it.

I just find this all very odd!

mjtkop

Hey, I managed to contact surpass by phone well actually hostdime which is the same company, I explained the situation adn the VPS guy gets in at 10am hopefully this will be sorted soon.

I honestly dont think my site uses that much resources/memory I get on average maybe 400 unique visitors per day I run a fansite for MIchael Jackson and it certainly isnt the most popular Michael Jackson fansite there is so i cant be using too much memory simply because my site is too busy.

If the memory issue is true and acurate the only thing I can think of is I am under some attack or some security breach a users or users is abusing my website somehow or there is a bad xoops module which i wouldnt mind I can just remove the module but they wont even unsuspoend my site to a see whats going on with my own two eyes.

The fact they said this has been ongoing and they simply 'let me use more memory' really pisses me off If i was told I was using too muvh resources I could have nipped the prob in the bud and this wouldnt be happening right now, afterall it does state in the FAQ that is THERE job to monitor the server status, couple that with the fact they tell me I can only burst to 1GB when I pay for 2gb and you got one very pissed off Scotsman and that aint good.

BUt, I have every faith that surpass will resolve this issue promptly and my site will be back to normal very soon.

Skipdawg

And you can see here to it is a 1 GB burst of RAM for plan 1 and 2 GB burst of RAM for plans 2 & 3

http://www.surmunity.com/showthread.php?t=17253

Yea HostDime and Surpass are know as what is called Sister companies yet to individual companies sharing resources. Great benefit for both.

mjtkop

Why on earth would they tell me I can only burst to 1GB, especially this person Eman, he was the one who upgraded me from VPS plan 1 to VPS plan 2 so he must know which plan I am on.

The hole they are diggin is getting bigger...

Skipdawg

For Eman to make a error statement like that one of 2 things or a combination. Tired and over worked and/or looking at the wrong information. Eman is one of the super gurus around Surpass.

mjtkop

Possibly, but thats not my fault.

The way it looks to me with the whole 2GB ram burst thing my VPS should not have been suspended in the manner it was, if I was using up too much resources long before this happened I should have been given the opportunity to correct the issue, I did not ask surpass for any favours or any courtesys.

If i really do have 2GB ram burst i should have been contacted telling me I was hitting 1GB I would then have attempted to locate the problem or kindely asked to support to help me.

Currently my site is still down, I have lost money through ads and possibley lost visitors because there is not even as site suspended page it just looks like my site does not exist.

If surpass wishes to ususpend my VPS fully and at least let me take a look at the problem then thats cool as long as its done soon, I believe surpass to be in the wrong at least partly.