Burst.Net (Nocster) Review

S

Stephen K. Gielda

Well, I didn't put much stock into the burst.net fiasco that happened in
nanae a while ago (my mistake). They offered inexpensive servers with
unmetered bandwidth and I did not need to run e-mail so I decided to try
them out anyway, just to see what the service was like. I was with them
about a week before I cancelled.

First I could not get ipf to run with freebsd on their setup. I've set
this up thousands of times, however something in their setup was causing
the server to remain unavailable after boot (not their fault, but does
mean it will take a few tries to figure out why, especially without
console access). The first time I thought it was due to differences in
ipf on fbsd 5.x (I'm a 4.x guy). So they reprovisioned to 4.x (which
was what I had originally requested in the order anyway).

I tried to compile in ipf again on 4.x, same thing on reboot, server not
responding even though my first two rulesets were pass in quick from any
to any and pass out quick from any to any. But it had rebooted ok.
This is an easy fix, at the boot you just tell the boot loader to load
the old kernel and you are back. I didn't expect support on this, just
get the old kernel back so I can adjust. Not possible for Burst, first
they had to tell me that because they did not write ipf they could not
support it (I didn't ask them to support it, I asked if they new of any
hardware issues with their setup that might cause this and if they knew
of any unix os that would work with a firewall on their servers). Next
they decided to reprovision the entire box again. Ok, well I was next
going to attempt to compile a new kernel without ipf default block,
because it is possible that the default block could be causing trouble
if things attempt to load before the firewall rulesets load. But I
never got the chance.

They had reprovisioned again and this time the root password was wrong.
I logged in as admin, tried to su root as I'd done with the other two
provisions, no go. Easy fix, it means they provisioned it with a
different root password and just hadn't reset it. Ha! Nope, every
message I sent to support was returned "We don't support logging in as
root, you have to log in as admin first". I respond "I am logging in as
admin, I cannot su root". Response "we don't set up root to be able to
log in, you have to use admin". After two full days of this I had had
enough, I cancelled. I certainly learned my lesson, clueless about e-
mail and spam means clueless about all.

I gave Burst the opportunity to respond to this before I posted, this is
their response:

"We regret that you were unable to fully make usage of your server,
however, we cannot help it if you are incapable of administrating your
server properly. Such being the case, we highly recommend that you
order a control panel in the future, witch will handle most
administrative tasks for you. Alternatively, we recommend that you
purchase from our Maximum Admin product line, which is FULLY managed
service, with which we can assist you with configuring more complicated
things like APF for you."

/steve
 
A

Alan Swett

Well, I didn't put much stock into the burst.net fiasco that happened in
nanae a while ago (my mistake).


This was a huge mistake, as I see you found out. Burst admins don't have
any idea how to properly maintain their network, they are blocked by most
of the Internet for their spam, what made you think they'd even know what
FreeBSD was? I'd suggest filing a complaint with the BBB.

I gave Burst the opportunity to respond to this before I posted, this is
their response:

"We regret that you were unable to fully make usage of your server,
however, we cannot help it if you are incapable of administrating your
server properly. Such being the case, we highly recommend that you
order a control panel in the future, witch will handle most
administrative tasks for you. Alternatively, we recommend that you
purchase from our Maximum Admin product line, which is FULLY managed
service, with which we can assist you with configuring more complicated
things like APF for you."

So Steve, why didn't you take them up on their offer of helping you
compile the complicated "APF" through a control panel? LoL. Check out
Netsonic, I have a server there and their tech support has been great.
The admins there at least know their job.

aswett
 
N

Neredbojias

With neither quill nor qualm, Stephen K. Gielda quothed:
Well, I didn't put much stock into the burst.net fiasco that happened in
nanae a while ago (my mistake). They offered inexpensive servers with
unmetered bandwidth and I did not need to run e-mail so I decided to try
them out anyway, just to see what the service was like. I was with them
about a week before I cancelled.

First I could not get ipf to run with freebsd on their setup. I've set
this up thousands of times, however something in their setup was causing
the server to remain unavailable after boot (not their fault, but does
mean it will take a few tries to figure out why, especially without
console access). The first time I thought it was due to differences in
ipf on fbsd 5.x (I'm a 4.x guy). So they reprovisioned to 4.x (which
was what I had originally requested in the order anyway).

I tried to compile in ipf again on 4.x, same thing on reboot, server not
responding even though my first two rulesets were pass in quick from any
to any and pass out quick from any to any. But it had rebooted ok.
This is an easy fix, at the boot you just tell the boot loader to load
the old kernel and you are back. I didn't expect support on this, just
get the old kernel back so I can adjust. Not possible for Burst, first
they had to tell me that because they did not write ipf they could not
support it (I didn't ask them to support it, I asked if they new of any
hardware issues with their setup that might cause this and if they knew
of any unix os that would work with a firewall on their servers). Next
they decided to reprovision the entire box again. Ok, well I was next
going to attempt to compile a new kernel without ipf default block,
because it is possible that the default block could be causing trouble
if things attempt to load before the firewall rulesets load. But I
never got the chance.

They had reprovisioned again and this time the root password was wrong.
I logged in as admin, tried to su root as I'd done with the other two
provisions, no go. Easy fix, it means they provisioned it with a
different root password and just hadn't reset it. Ha! Nope, every
message I sent to support was returned "We don't support logging in as
root, you have to log in as admin first". I respond "I am logging in as
admin, I cannot su root". Response "we don't set up root to be able to
log in, you have to use admin". After two full days of this I had had
enough, I cancelled. I certainly learned my lesson, clueless about e-
mail and spam means clueless about all.

I gave Burst the opportunity to respond to this before I posted, this is
their response:

"We regret that you were unable to fully make usage of your server,
however, we cannot help it if you are incapable of administrating your
server properly. Such being the case, we highly recommend that you
order a control panel in the future, witch will handle most
administrative tasks for you. Alternatively, we recommend that you
purchase from our Maximum Admin product line, which is FULLY managed
service, with which we can assist you with configuring more complicated
things like APF for you."

Well, your whole message was *way* over my head, but I'm really sorry
the bad guys burst your bubble. Still, reading about other people's
troubles frequently cheers me up.
 
S

Stephen K. Gielda

So Steve, why didn't you take them up on their offer of helping you
compile the complicated "APF" through a control panel? LoL.

Yeah, I got a real kick out of that too. You should see some of the
later mails I have received, their customer service definitely isn't.
Rather than even attempt to smooth this over they are escalating their
insults.
Check out
Netsonic, I have a server there and their tech support has been great.
The admins there at least know their job.

Thanks, I'll take a look.

/steve
 
A

Alan Swett

Yeah, I got a real kick out of that too. You should see some of the
later mails I have received, their customer service definitely isn't.
Rather than even attempt to smooth this over they are escalating their
insults.

That's nothing, if past history is any indication soon Burst's own CEO
will step into this thread and start insulting you, right after a number
of sock puppets come in claiming you to be an idiot. And they'll be
right, only an idiot chooses Burst in the first place, you got what you
deserved.

aswett
 
T

Tina - AxisHOST, Inc.

Stephen K. Gielda said:
Yeah, I got a real kick out of that too. You should see some of the
later mails I have received, their customer service definitely isn't.
Rather than even attempt to smooth this over they are escalating their
insults.


Yeah, they have a history of coming to webhostingtalk.com, when people
complain, and ripping them to shreds with insults. I seem to recall a
"Shaun" that either worked there or owned the place that was particularly
brutal....and the sole reason I chose NEVER to do business with them.

--Tina
 
S

Stephen K. Gielda

Yeah, they have a history of coming to webhostingtalk.com, when people
complain, and ripping them to shreds with insults. I seem to recall a
"Shaun" that either worked there or owned the place that was particularly
brutal....and the sole reason I chose NEVER to do business with them.

It was Shaun where this went off. If he's a support person and not an
owner, and they care about their appearance, they should can him or at
least take him off customer service. If he's an owner, he should keep
his mouth shut and let someone who knows how to deal with customers
handle it instead. He does them no favors with his attitude and speak
before he thinks tendancies. What kind of support is quick to insult
customers? Especially in public?

Anyway, I don't yet know if it's a smoke screen or not, but I did get a
call from someone claiming to be the customer service manager today,
followed up by an e-mail when I wasn't there to get the call. That
surprised me because I didn't think they were professional enough to
even have a support manager. But it looks like he wants to smooth
things over. Not that it can be resolved in a way that I stay. They'd
have to go way out of their way to retain me as a customer because after
fighting like this with customer service and then getting a manager
involved, I'm sure support staff hate me and it's usually an exercise in
futility to stay with a company where support is looking to get even
with you. :) But, I'll post whatever becomes of it out of fairness.

/steve
 
S

Stephen K. Gielda

It was Shaun where this went off. If he's a support person and not an
owner, and they care about their appearance, they should can him or at
least take him off customer service. If he's an owner, he should keep
his mouth shut and let someone who knows how to deal with customers
handle it instead. He does them no favors with his attitude and speak
before he thinks tendancies. What kind of support is quick to insult
customers? Especially in public?

Anyway, I don't yet know if it's a smoke screen or not, but I did get a
call from someone claiming to be the customer service manager today,
followed up by an e-mail when I wasn't there to get the call. That
surprised me because I didn't think they were professional enough to
even have a support manager. But it looks like he wants to smooth
things over. Not that it can be resolved in a way that I stay. They'd
have to go way out of their way to retain me as a customer because after
fighting like this with customer service and then getting a manager
involved, I'm sure support staff hate me and it's usually an exercise in
futility to stay with a company where support is looking to get even
with you. :) But, I'll post whatever becomes of it out of fairness.

Well, nothing became of it, he apparently just wanted to say sorry it
didn't work out and confirm he was processing my cancellation. But your
comment (following up myself and addressing Tina, bad steve!) about WHT
got me looking there. I should have researched there first instead of
throwing away my money :) Thanks for the pointer.

/steve
 
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Burst.Net - Big Mistake & Joke

Hello,

My name is Tim, and I work for a company that was looking to duplicate our servers for disaster recovery and BCP purposes.

We decided to give BurstNet a shot and it was horrible. Their VPS services is ONLY good if you want to setup a proof of concept system or test configurations. Do NOT expect reliability and uptime.

We purchased 5 VPS machines to test out our telephony and web configurations as a testing phase.

1 Machine lost all data and had to be restored from network backup.

3 Machines had less than 80% network uptime

1 Machine had packet loss of 50% or greater for an entire weekend.

Over the weekend, BurstNet support stated that they would have to move the ticket to their tier 1 support who does not work on the weekends.

Can you believe that they do not have network architects at least on call?

I have worked in the network industry for over 18 years and I know that I have NEVER seen a company so unorganized in my entire life.

If all you want is a testing platform, then burstnet is cheap. But don't expect reliability or availability.
 

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