attn: Reality Check Network - Page 7 - GoFuckYourself.com

kong · 10-18-2010, 04:27 PM

Quote:

Originally Posted by Domain Broker

One word: Toolate

lol, that was funny

pentae · 10-18-2010, 04:44 PM

Quote:

Originally Posted by rowan

If a couple of days of downtime loses you $60k why don't you have a duplicated server (or servers) at another host?

Quote:

Originally Posted by AdultKing

Given the low cost of servers these days, you'd think this would be obvious wouldn't you ?

This is a good time for everyone to reflect on what would happen if their host went up in a puff of smoke and take steps to ensure they have some redundancy in their operation at all mission critical levels.

Clearly I thought fully managed hosting with RAID's and an extra $100 a month to have the site backed up daily on-site was enough. Nobody expects the entire 1000-server wide network to be destroyed by hackers.

We also had an offsite backup locally but its only done monthly and the data is useless.

Hindsight is always 20/20

madawgz · 10-18-2010, 05:33 PM

rcn should release small bits of information they have on the hacker,

im sure someone on gfy would find him...

baddog · 10-18-2010, 05:40 PM

Quote:

Originally Posted by zagi

Here are the facts:

Wow. Sorry to hear it.

Quote:

Originally Posted by raymor

Based on our experience, the "it would take over a month to restore everything" line is not
is strange as it sounds. A lot of people still use magnetic TAPE to back up. As a 1954 technology,
backup tapes can restore about 1 MB / second, or 86 GB / day. Only 2,600 GB would take a
month. . . .
Personally, I'm not fond of living in 1954, so for Clonebox we use 16 drive wide RAID arrays
capable of pushing about 100 times that much throughput. If it would take a month to restore
all of the servers from tape, Clonebox could do it in about eight hours, or the sites could simply
run from the Clonebox servers, which takes only a few minutes to set up.

Probably a good time to spam.

Quote:

Originally Posted by kichi

. . . they were making up the proper backups all along, i just never got the right person on the horn.

Makes sense.

Quote:

Originally Posted by tg989

Personally, I wouldn't trust my business to anyone who's own website doesn't come up when you google their entire name.

Number 1 . . . or are you talking about a different name?

Quote:

Originally Posted by madawgz

rcn should release small bits of information they have on the hacker,

im sure someone on gfy would find him...

tg989 · 10-18-2010, 05:55 PM

Quote:

Originally Posted by baddog

Number 1 . . . or are you talking about a different name?

shows 3rd for me, after some place that makes weed growing cabinets... then I clicked on the link... HELLO 1999!

Seriously though, even if their backup server was a 96Tb raided NAS with twin gigabit NIC's capable of feeding at 2000mbits/s, it would take about 100+ hours just to transfer the data of 1000 servers, assuming 100% throughput which is hardly the case with encrypted NAS data...

Not to mention that even after it is restored, there are configuration problems and setup issues that need to be attended to as the servers are not backed up bit for bit... Doesn't take knowledge of a tape drive to figure out why this is going to take a while. 4000 man hours is a very conservative estimate, not considering ongoing support to fix small configuration issues.

Do some math: 4000 man hours at tech costs + overtime + contracts, say avg $25/hr and that is conservative... $100k plus a month worth of refunds (1000 servers at ~450$ a piece, $450,000) and lost business (say a very conservative 20%) makes this a pretty impossible situation financially but despite that, it is being done. From what I understand backups are actually being restored and support is being offered so maybe just lighten up and let the bits transfer at whatever speed they may.

I agree that with a proper disaster plan this could have been much smoother but either way you look at it... I can't think of another host that would come back from having every single one of their servers corrupted at once.

Machete_ · 10-18-2010, 05:56 PM

Quote:

Originally Posted by madawgz

rcn should release small bits of information they have on the hacker,

im sure someone on gfy would find him...

4chan anons are pretty pissed that their favorite fap sites are offline

you should try getting them on the case

AdultKing · 10-18-2010, 06:14 PM

Quote:

Originally Posted by tg989

I agree that with a proper disaster plan this could have been much smoother but either way you look at it... I can't think of another host that would come back from having every single one of their servers corrupted at once.

The point of a disaster recovery plan is to be able to recover from disaster in a short period of time.

A properly set up data centre should be able to replicate it's operations in the event of a 100% failure in a reasonable length of time.

RCN was charging top dollar for what eventually turned out to be zero effective disaster recovery contingencies and now the customers are paying.

However people who are running a $60k a month operation should probably have their own contingencies in place as well.

madawgz · 10-18-2010, 07:06 PM

can anyone post their new updates, how fast were you treated with isprime support?

Spudstr · 10-18-2010, 07:26 PM

Quote:

Originally Posted by AdultKing

A properly set up data centre should be able to replicate it's operations in the event of a 100% failure in a reasonable length of time.

this is why companies like sungard who specialize in services like charge what they charge.

A simple 500/month machine with someone like mojo, natnet or us would easily run you 2k/month+ under sungard.

If you look at your average adult focused hosting company and then look at a mainstream focused management company. The two extremes are different than what you would think. A simple dual quad with raid and 100Mbps in adult will run you 400-700/month. Rackspace/another higher end mainstream focused management company will charge 400-700 just for the box and in many cases 1k+, and then your looking at easily 10-40Mbps on banwdith on top of it.

What a lot of users fail to realize is the true cost behind the scenes that is involved in running a managed services company. People cost money, equipment and software costs money and building/space costs money.

As RCN mentioned the backup system they have in place, much like many other providers have in place are probably built around 50-100 machines per back up node, depending on hardware involved, and even then with 100 machines hitting that box each night you better schedule them carefully. These systems are not designed to mass restore dozens of machines at once. No way no how.

If someone ever wants to see how DR is done and the real costs involved. Just go lookup on google DR services and ask for a quote and see whats involved.

Machete_ · 10-18-2010, 07:29 PM

order a shit

gleem · 10-18-2010, 08:23 PM

ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored.

Machete_ · 10-18-2010, 08:36 PM

Why din't they take Mojohost Brad's offer to fly in some techs at his own expense to help restore the boxses. RNC did say they needed all the manpower they could get.

So here's Brads chance to prove weather he is the man of his word.

tg989 · 10-18-2010, 08:37 PM

Quote:

Originally Posted by Spudstr

truth

Yup, put it this way, they were colocating/leasing boxes from isprime who charges 660/month for a dual quad core/8gb ram+dual 15k raid and 10mbit commit... rcn wasn't charging much more than that maybe even the same or less, plus you had dedicated support who actually knew what they were doing and backup support that was great compared to the competition and without explicitly asking for it. I think a lot of people are overlooking 1 fact: RCN is still working their asses off to fix this problem despite initially facing some pretty grim circumstances. I checked in at 7am (it happened at 6:08am for the most part) and they already had the senior techs on it. How fucked would you be if your server went down AND your personal computer AND your work computer.

Honestly, I think this is the first time in several years that I've seen downtime with an RCN server. You can bet your ass that what doesn't break you will make you stronger... I still have a lot of faith in RCN despite the recent events. ISPRIME are really a pain to deal with already, "send an email here, contact so and so, contact us back after, no eta", typical left hand not talking to the right hand. RCN you hop on icq, ask them to set up lighttpd and a new domain on a new ip and you get a message back 5 minutes later when it's done.

pentae · 10-18-2010, 08:46 PM

Quote:

Originally Posted by gleem

ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored.

I cant help but agree, the guys at ISPrime just answer with "Hello?" or "Yes?" .. Not how you would expect a professional to answer the phone at all.

Alprazolam · 10-18-2010, 08:50 PM

Quote:

Originally Posted by madawgz

rcn should release small bits of information they have on the hacker,

im sure someone on gfy would find him...

shut up fuck face.

if you are who i think you are, it's better that your sites are offline.

warez anyone?

SNRProductions · 10-18-2010, 08:53 PM

I wasn't too thrilled with my call to them either. Seems too hectic and I don't like not having an answer. I was just told to send them an email with my server details and they will respond. It's been about 8 hours with no response

I would prefer mojohost to step in as well.

gleem · 10-18-2010, 09:11 PM

Quote:

Originally Posted by pentae

I cant help but agree, the guys at ISPrime just answer with "Hello?" or "Yes?" .. Not how you would expect a professional to answer the phone at all.

yeah, I forgot that part too me a sec to realize I wasn't patched through to some kids house. I don't get it.

pentae · 10-18-2010, 09:17 PM

Quote:

Originally Posted by tg989

Honestly, I think this is the first time in several years that I've seen downtime with an RCN server. You can bet your ass that what doesn't break you will make you stronger... I still have a lot of faith in RCN despite the recent events. ISPRIME are really a pain to deal with already, "send an email here, contact so and so, contact us back after, no eta", typical left hand not talking to the right hand. RCN you hop on icq, ask them to set up lighttpd and a new domain on a new ip and you get a message back 5 minutes later when it's done.

Couldn't agree more. They definitely had a very intimate and cool way of doing business and I respected them for that. I loved being able to drop them a message on ICQ to set up a new mail account or whatever and it was done within minutes. It was almost like having your own 24/7 admin on your payroll without the cost and a lot more reliable. Then this happened. I think they should reinvent themselves on a new network (not ISPrime.. maybe webair?) where they get a better wholesale rate so they can offer a more affordable price and make a bigger margin.

imabro · 10-18-2010, 09:26 PM

isprime never needed customer service

madawgz · 10-18-2010, 09:29 PM

Quote:

Originally Posted by gleem

ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored.

yeah when i called i had the same experience

webair · 10-18-2010, 09:31 PM

Quote:

Originally Posted by gleem

ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored.

Evidently, they are incredibly overwhelmed. I'm sure BOTH companies have been up and plugging away for countless, exhausting hours. This is an incredibly devastating situation to all involved, but when you are up against a tidal wave, and all you have is a life vest, there really isn't much you can do.

Zagi, I would personally like to say that the post you made earlier was that of a true leader. It took a lot of heart to stand up and refer clients to their best option in getting their business / sites back up and running, even if it meant telling them to change hosts! For a company to lose it's clients / business with the stroke of a keyboard is unimaginable to me. Years of hard work, blood, sweat, tears and passion for the company is immeasurable. If there is anything we can do to help, please do not hesitate to contact us.

Best to all.

M

CYF · 10-18-2010, 09:44 PM

Quote:

Originally Posted by zagi

Here are the facts:

The network was attacked on Saturday morning at 5:30AM. The attackers were able to break into the management servers, from there they were able to get to all the customer servers that we manage.

They ran malicious commands to overwrite the filesystems corrupting the servers to a point where they need to be reformatted.

Our backup system was never meant to restore so many servers at once, it was designed to help an individual customer recover a single server, or some files in case of accidental deletion, or other action.

We manage nearly 1,000 servers and each server currently takes nearly 4 hours to recover, in other words 4000 man hours. This is not to mention that the backups are compressed, some customers have more data than others, and even when everything is restored there is still configuration work that is required to get everything working, ultimately this means that its over 4000 hours to get this completed.

We are simply not capable of recovering this many servers in any reasonable period of time, it will take over 1 month to get this done, and by then the customers will lose their businesses as well.

The backup system uses a custom format to compress and store the files so it is not easy to provide direct access to the data. In other words in order for anyone to get their files we need to go through a lengthly, and complicated restore procedure.

We wish nothing more than for this to be business as usual, but we are simply incapable of dealing with the circumstances.

Additionally the servers for our customers are on lease, these leases are owned by banks and from our projections the business would not be able to generate enough revenue to continue. That means that even if we brought up customers onto our network, in some time we would still go out of business due to loss of revenue and piling liabilities.

We have been working around the clock as we were not prepared for an event of this magnitude, the action that was carried out is malicious and criminal and we do not have a way to properly come back from this.

We are doing our best to work with each customer and get their servers back online, but we are simply overwhelmed. Some of our servers were hosted in ISPrime's facility, our other main facility is in North Bergen, NJ just a couple of miles away from ISPrime - and we are giving customers another option. We are not holding data hostage, and allow customers to move to any host that they choose. Please understand that we have nearly 200 customers and 1000 servers, and can only do single digit number of restores at a time, making it impossible to get to everyone's request at once.

Please bare with us as we look to restore your information and find a new home for your business.

We would also like to say that we do not concretely know who the attacker was, or what their intentions were, but we have opened a case with the FBI to investigate this matter and find out who is responsible for this malicious and criminal attack.

Wow, that really sucks. I feel for you guys right now, and if I was local I'd offer to come help out.

cosis · 10-18-2010, 09:56 PM

Quote:

Originally Posted by webair

Evidently, they are incredibly overwhelmed. I'm sure BOTH companies have been up and plugging away for countless, exhausting hours. This is an incredibly devastating situation to all involved, but when you are up against a tidal wave, and all you have is a life vest, there really isn't much you can do.

Zagi, I would personally like to say that the post you made earlier was that of a true leader. It took a lot of heart to stand up and refer clients to their best option in getting their business / sites back up and running, even if it meant telling them to change hosts! For a company to lose it's clients / business with the stroke of a keyboard is unimaginable to me. Years of hard work, blood, sweat, tears and passion for the company is immeasurable. If there is anything we can do to help, please do not hesitate to contact us.

Best to all.

M

If your looking for cheery customer service it's probably not the best time. Right now it seems like the quickest option to get your site back online. You can always change next month.

FlexxAeon · 10-18-2010, 10:06 PM

how come you hosting companies are always so goddamn lovey-dovey with each other?!

teomaxxx · 10-18-2010, 11:29 PM

Quote:

Originally Posted by gleem

ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored.

so with my two virtual accounts at realitychecknetwork I can be sure to be last on the line with Isprime. F.ck, they dont even have virtual accounts, only servers which I dont need at all. Where do they have pricing list on their website? I am not even able to find that out.

madawgz · 10-19-2010, 12:40 AM

Quote:

Originally Posted by teomaxxx

so with my two virtual accounts at realitychecknetwork I can be sure to be last on the line with Isprime. F.ck, they dont even have virtual accounts, only servers which I dont need at all. Where do they have pricing list on their website? I am not even able to find that out.

try to get a backup of this from RCN directly

aleck · 10-19-2010, 02:38 AM

Quote:

Originally Posted by teomaxxx

so with my two virtual accounts at realitychecknetwork I can be sure to be last on the line with Isprime. F.ck, they dont even have virtual accounts, only servers which I dont need at all. Where do they have pricing list on their website? I am not even able to find that out.

Just get new virtual account in some other place and use your own backups, for virtual accounts they are usually tiny.

tg989 · 10-19-2010, 02:45 AM

Ugh, after looking around at new hosts and their offerings I can say I know why we are with RCN. Bunch of "2-3 days" for setups and only "email" support after hours... :\

:\ If anybody is going to pull through on customer loyalty alone despite this, RCN would be it.

- LOL - · 10-19-2010, 02:56 AM

Quote:

Originally Posted by tg989

Ugh, after looking around at new hosts and their offerings I can say I know why we are with RCN. Bunch of "2-3 days" for setups and only "email" support after hours... :\

:\ If anybody is going to pull through on customer loyalty alone despite this, RCN would be it.

This is true. If the local assclowns think Mojohost or Phatservers are good, well, i will tell you that they are SHIT in comparison to RCN. Those guys were so tech savy like you wouldn't believe. They could configure a server with a massive load to run in the 0.01 0.01 0.01. The support was one of a kind in the hosting industry.

I laugh at the idiots spamming webair in this thread who don't have a clue about a proper hosting.

And before anyone says "haha look where they ended up now", to you I answer: it could happen to anyone.

Emil · 10-19-2010, 03:02 AM

Fucking hackers, why do they have to destroy stuff? Ok if they change the index-pages but I dont see the point of doing something like what happened to RCN.

OneWhoKnows · 10-19-2010, 03:15 AM

Quote:

Originally Posted by - LOL -

I laugh at the idiots spamming webair in this thread who don't have a clue about a proper hosting.

Ok, well looks like you had bad experiences with Webair, which sucks then, but it's just your experiences. Why can't you or other Webair haters in here accept that there are other people who are actually happy with Webair and never had any serious problems with them?

I rarely spam the boards for Webair, but if someone asks I do recommend them, as I think their support is pretty decent, especially the live support is great to have.

sf86 · 10-19-2010, 03:15 AM

Quote:

Originally Posted by madawgz

try to get a backup of this from RCN directly

They won't even pack the content of my hosting account (which fortunately hasnt been affected by this hacking shit) into one file so I cant download a backup to my local hard drive.

I've asked them about 10 times now, no reaction. I will probably have to wait for the next hack..

Oracle Porn · 10-19-2010, 03:17 AM

Quote:

Originally Posted by - LOL -

Those guys were so tech savy like you wouldn't believe.

It's indeed hard to believe of what can happen when a "tech savy" person gets mad.

madawgz · 10-19-2010, 03:31 AM

Quote:

Originally Posted by sf86

They won't even pack the content of my hosting account (which fortunately hasnt been affected by this hacking shit) into one file so I cant download a backup to my local hard drive.

I've asked them about 10 times now, no reaction. I will probably have to wait for the next hack..

aww, sorry to hear that..hopefully they will come through soon for you

Abracadabra_nl · 10-19-2010, 03:40 AM

Quote:

Originally Posted by zagi

Here are the facts:

The network was attacked on Saturday morning at 5:30AM. The attackers were able to break into the management servers, from there they were able to get to all the customer servers that we manage.
(...)
We would also like to say that we do not concretely know who the attacker was, or what their intentions were, but we have opened a case with the FBI to investigate this matter and find out who is responsible for this malicious and criminal attack.

So all this shit didn't happen because of some disgruntled ex-employee. I really wonder who is behind it and why this hack was done. I wonder if we'll ever find out.

kichi · 10-19-2010, 03:40 AM

i thought rcn had monitors and file alteration monitors and shit like that in place. I was under the impression something like this would have been impossible. I mean isnt there something monitoring the servers for mass deletions or injections or shit like that? how is it even possible that an exploit can come out and wipe out 1,000 servers in 2010 on a managed hosting situation like RCN. I am telling you this was preventable and they just got complacent after all these years. You live, you learn RCN. I am sure we have all learned valuable leasons from this.

RBC · 10-19-2010, 04:04 AM

whom to contact about getting backup data?

mlove · 10-19-2010, 04:12 AM

Quote:

Originally Posted by kichi

i thought rcn had monitors and file alteration monitors and shit like that in place. I was under the impression something like this would have been impossible. I mean isnt there something monitoring the servers for mass deletions or injections or shit like that? how is it even possible that an exploit can come out and wipe out 1,000 servers in 2010 on a managed hosting situation like RCN. I am telling you this was preventable and they just got complacent after all these years. You live, you learn RCN. I am sure we have all learned valuable leasons from this.

As rcn posted, they basically had one single box that had access to every server that they manage. I'm not exactly sure how they set this up, but there are two likely scenarios: this was a linux box with an ssh key setup, and accessing every server they manage was as easy as knowing a single ssh key's authentication passphrase.

Or it could have possibly been a single windows webserver that never logged out of it's own account, and always had pageant open with it's ssh key loaded in so that the attacker wouldn't even need to know the ssh key pass.

Or it could have been a single server with a text file that contained every root password for every box.

Regardless, I don't think any 'fully managed' host is actually secure, as each employee workstation will usually have access to a shit load of of boxes via a single ssh key phrase. Ideally, I would have each server setup with a unique ssh key, and have the 'management box' have a new user account for each box they manage, and from there have an unique ssh key & ssh key passphrase.

Let this be a lesson in liability.

- LOL - · 10-19-2010, 04:50 AM

Quote:

Originally Posted by RBC

whom to contact about getting backup data?

you will be lucky if there ARE any backups, mate

ladida · 10-19-2010, 04:51 AM

Quote:

Originally Posted by mlove

I would have each server setup with a unique ssh key, and have the 'management box' have a new user account for each box they manage, and from there have an unique ssh key & ssh key passphrase.

No you wouldn't. And there's a reason they didn't.

blablabla · 10-19-2010, 05:20 AM

so, now I decided to move away from rcn and cant wait for isprime to have time for my business. Anyone can suggest solid managed hosting for me pls?

nolongerexists · 10-19-2010, 05:24 AM

yeah isprime is solid but they are pretty slow with setting up new boxes

ISPrime_dimi · 10-19-2010, 06:26 AM

We are working overtime and tirelessly to recover and migrate RCN clients that wish to transition to ISPRIME. There are some major limitations in the recovery rate. All content was compressed and encrypted on the backup servers, and the Disk I/O limitations further complicate matters. We’ve brought in additional manpower, and employees have been working extra hours to try and move this along as quickly as possible. Of course we are faced with a difficult task and are doing our best to set up clients as fast as we can. As mentioned before we are limited by the existing RCN backups and Disk I/O.

I know a lot of you have questions that you’d like to get answered; please understand that by calling our sales line and asking questions such as the “what’s the ETA” will not get you a definite answer. Our sales guys are there to give you a quote on a setup. Once that’s done and you've decided to move forward, you would get an invoice with a payment link. Once you are signed up, our sales guys will forward the setup details to the Support team, who will begin your setup. We ask that you contact us via email to [email protected] with the following information:

Your RCN customer #
Server Alias
First and Last Name

Please do not ICQ or call in, as this will only slow down the account creation process.
We ask for some understanding due to the highly difficult circumstances of this situation. We are working as fast as possible to restore accounts of customers who are migrating to ISPRIME, and again asking you to keep in mind that we are limited by the existing RCN backup servers and disk I/O limitations.

Please understand that this is not only a new server setup, but also a data recovery process -- which does require extra time.

teomaxxx · 10-19-2010, 06:39 AM

Quote:

Originally Posted by RBC

whom to contact about getting backup data?

bump for this question

SGx · 10-19-2010, 06:52 AM

rcn is not replying me anymore, hugh

and isprime is : signup if you want more infos
hugh

i have been paying for backups for several years... and it has been 3 days now i have been waiting those backups, that's crazy

demon666777 · 10-19-2010, 07:00 AM

yeah, the situation is worst than yesterday,
RCN ignore me too and dont answer

4 days down & no good news - actually no news

Spudstr · 10-19-2010, 07:13 AM

Quote:

Originally Posted by tg989

Ugh, after looking around at new hosts and their offerings I can say I know why we are with RCN. Bunch of "2-3 days" for setups and only "email" support after hours... :\

:\ If anybody is going to pull through on customer loyalty alone despite this, RCN would be it.

We have servers in stock and ready to be rolled out. If your intersted zak @ yellowfiber.net or icq me below. I'll be around all day.

Father_of_HereIsThePorn · 10-19-2010, 07:34 AM

Here´s an example of how "excellent" the icq-support at ISPrime is.

Me 13:17
I´m wondering how the progress with restoring my sites is going...

isprime13:23
one min please

isprime13:37
should work now

*I went ahead and changed DNS setting at this time.

Me 15:41
Hi! The DNS changes have now taken place where I´m located, but my sites are down... you said that it should work...

isprime15:45
one moment

Me 16:02
so how is it going? will the sites be online soon or shall I change back dns? I´m sorry if I´m nagging, but it´s very important that my sites get online... and if I can help in any way, please let me know.

isprime16:03
51

cosis · 10-19-2010, 07:44 AM

Quote:

Originally Posted by Father_of_HereIsThePorn

Here´s an example of how "excellent" the icq-support at ISPrime is.

Me 13:17
I´m wondering how the progress with restoring my sites is going...

isprime13:23
one min please

isprime13:37
should work now

*I went ahead and changed DNS setting at this time.

Me 15:41
Hi! The DNS changes have now taken place where I´m located, but my sites are down... you said that it should work...

isprime15:45
one moment

Me 16:02
so how is it going? will the sites be online soon or shall I change back dns? I´m sorry if I´m nagging, but it´s very important that my sites get online... and if I can help in any way, please let me know.

isprime16:03
51

frustrating - i got replies faster with the email support

b2kill · 10-19-2010, 07:54 AM

Quote:

Originally Posted by Father_of_HereIsThePorn

Here´s an example of how "excellent" the icq-support at ISPrime is.

Me 13:17
I´m wondering how the progress with restoring my sites is going...

isprime13:23
one min please

isprime13:37
should work now

*I went ahead and changed DNS setting at this time.

Me 15:41
Hi! The DNS changes have now taken place where I´m located, but my sites are down... you said that it should work...

isprime15:45
one moment

Me 16:02
so how is it going? will the sites be online soon or shall I change back dns? I´m sorry if I´m nagging, but it´s very important that my sites get online... and if I can help in any way, please let me know.

isprime16:03
51

You're at least lucky that they working on your move. I faxed the document, paid $$ ... last night and still no news from them.

10-18-2010, 05:33 PM	#303
madawgz 8.8.8.8 Industry Role: Join Date: Mar 2006 Location: Noordermarkt Posts: 30,511	rcn should release small bits of information they have on the hacker, im sure someone on gfy would find him... __________________ TAEMDLRMSKRJIXMRLSMRJ.

10-18-2010, 07:06 PM	#308
madawgz 8.8.8.8 Industry Role: Join Date: Mar 2006 Location: Noordermarkt Posts: 30,511	can anyone post their new updates, how fast were you treated with isprime support? __________________ TAEMDLRMSKRJIXMRLSMRJ.

10-18-2010, 08:23 PM	#311
gleem Confirmed User Industry Role: Join Date: Jun 2001 Location: Sunny Land Posts: 5,593	ISprime was less than enthusiastic about my call to them setting up my box, the guy there sounded just as jaded and hectic as the RCN techs except this guy was in the sales dept. which really freaks me out. Could tell by the way this guy talked to me it's going to be a long time before I get my other box restored. __________________ Contact me: \\// E: webmaster /at/ unprofessional.com

10-18-2010, 08:53 PM	#316
SNRProductions President SNRProductions Industry Role: Join Date: Jul 2006 Posts: 695	I wasn't too thrilled with my call to them either. Seems too hectic and I don't like not having an answer. I was just told to send them an email with my server details and they will respond. It's been about 8 hours with no response I would prefer mojohost to step in as well. __________________ Popular gay blog with a 40 DA, quality US-based traffic: GayBodyBlog Tabs, links, posts, all available. Get free traffic: DudeDump and FemaleUpdate

10-18-2010, 10:06 PM	#324
FlexxAeon Confirmed User Industry Role: Join Date: May 2003 Posts: 3,765	how come you hosting companies are always so goddamn lovey-dovey with each other?! __________________ flexx [dot] aeon [at] gmail

10-18-2010, 07:29 PM	#310
Machete_ WINNING! Industry Role: Join Date: Oct 2002 Posts: 14,579	order a shit

10-18-2010, 08:36 PM	#312
Machete_ WINNING! Industry Role: Join Date: Oct 2002 Posts: 14,579	Why din't they take Mojohost Brad's offer to fly in some techs at his own expense to help restore the boxses. RNC did say they needed all the manpower they could get. So here's Brads chance to prove weather he is the man of his word.

10-18-2010, 09:26 PM	#319
imabro Confirmed User Join Date: Aug 2007 Posts: 871	isprime never needed customer service

10-19-2010, 02:45 AM	#328
tg989 Registered User Join Date: Jun 2007 Posts: 89	Ugh, after looking around at new hosts and their offerings I can say I know why we are with RCN. Bunch of "2-3 days" for setups and only "email" support after hours... :\ :\ If anybody is going to pull through on customer loyalty alone despite this, RCN would be it. __________________ there are 10 types of people in the world, those who understand binary, and those who don't.

10-19-2010, 03:02 AM	#330
Emil Confirmed User Join Date: Feb 2007 Location: Sweden Posts: 5,602	Fucking hackers, why do they have to destroy stuff? Ok if they change the index-pages but I dont see the point of doing something like what happened to RCN. __________________ U.S. NATIONAL DEBT CLOCK

10-19-2010, 03:40 AM	#336
kichi Confirmed User Industry Role: Join Date: Aug 2007 Location: Seattle, WA Posts: 338	i thought rcn had monitors and file alteration monitors and shit like that in place. I was under the impression something like this would have been impossible. I mean isnt there something monitoring the servers for mass deletions or injections or shit like that? how is it even possible that an exploit can come out and wipe out 1,000 servers in 2010 on a managed hosting situation like RCN. I am telling you this was preventable and they just got complacent after all these years. You live, you learn RCN. I am sure we have all learned valuable leasons from this. __________________ no sig

10-19-2010, 04:04 AM	#337
RBC Registered User Industry Role: Join Date: Nov 2002 Posts: 328	whom to contact about getting backup data?

10-19-2010, 05:20 AM	#341
blablabla Confirmed User Join Date: Feb 2005 Posts: 210	so, now I decided to move away from rcn and cant wait for isprime to have time for my business. Anyone can suggest solid managed hosting for me pls?

10-19-2010, 05:24 AM	#342
nolongerexists Confirmed User Industry Role: Join Date: Apr 2003 Posts: 1,096	yeah isprime is solid but they are pretty slow with setting up new boxes __________________ work smart not hard ;)

10-19-2010, 06:26 AM	#343
ISPrime_dimi Confirmed User Join Date: Jul 2008 Posts: 228	We are working overtime and tirelessly to recover and migrate RCN clients that wish to transition to ISPRIME. There are some major limitations in the recovery rate. All content was compressed and encrypted on the backup servers, and the Disk I/O limitations further complicate matters. We’ve brought in additional manpower, and employees have been working extra hours to try and move this along as quickly as possible. Of course we are faced with a difficult task and are doing our best to set up clients as fast as we can. As mentioned before we are limited by the existing RCN backups and Disk I/O. I know a lot of you have questions that you’d like to get answered; please understand that by calling our sales line and asking questions such as the “what’s the ETA” will not get you a definite answer. Our sales guys are there to give you a quote on a setup. Once that’s done and you've decided to move forward, you would get an invoice with a payment link. Once you are signed up, our sales guys will forward the setup details to the Support team, who will begin your setup. We ask that you contact us via email to [email protected] with the following information: Your RCN customer # Server Alias First and Last Name Please do not ICQ or call in, as this will only slow down the account creation process. We ask for some understanding due to the highly difficult circumstances of this situation. We are working as fast as possible to restore accounts of customers who are migrating to ISPRIME, and again asking you to keep in mind that we are limited by the existing RCN backup servers and disk I/O limitations. Please understand that this is not only a new server setup, but also a data recovery process -- which does require extra time. __________________ Contact me for great deals on managed hosting & CDN! Skype: [email protected] Email: [email protected] Last edited by ISPrime_dimi; 10-19-2010 at 06:27 AM..

10-19-2010, 06:52 AM	#345
SGx Confirmed User Join Date: Jul 2003 Posts: 282	rcn is not replying me anymore, hugh and isprime is : signup if you want more infos hugh i have been paying for backups for several years... and it has been 3 days now i have been waiting those backups, that's crazy

10-19-2010, 07:00 AM	#346
demon666777 Registered User Join Date: Oct 2002 Posts: 25	yeah, the situation is worst than yesterday, RCN ignore me too and dont answer 4 days down & no good news - actually no news Last edited by demon666777; 10-19-2010 at 07:01 AM..

10-19-2010, 07:34 AM	#348
Father_of_HereIsThePorn Confirmed User Join Date: Jun 2003 Posts: 110	Here´s an example of how "excellent" the icq-support at ISPrime is. Me 13:17 I´m wondering how the progress with restoring my sites is going... isprime13:23 one min please isprime13:37 should work now *I went ahead and changed DNS setting at this time. Me 15:41 Hi! The DNS changes have now taken place where I´m located, but my sites are down... you said that it should work... isprime15:45 one moment Me 16:02 so how is it going? will the sites be online soon or shall I change back dns? I´m sorry if I´m nagging, but it´s very important that my sites get online... and if I can help in any way, please let me know. isprime16:03 51