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20:26 - Michael Yanai

Hello,

We just seem to have lost IPv4 connectivity entirely. IPv6 still works.

I can't ping the gateway either. I have tried rebooting the system, but to no avail

20:37 - Michael Yanai

Connectivity seems to have been restored.

Can you let me know what the problem here was? This is our first day since switching to your service so I have less than happy users right now.

20:39 - Duder

You had a UDP flood which caused the IPv4 address to be null-routed.

What is being run on the server?


20:40 - Michael Yanai

It's gone again.

It's not a UDP flood, the server is running Murmur which uses UDP heavily.

20:46 - Duder

There were two main culprits:

TCP 200,000 packets per second:
[redacted

UDP 25,000 packets per second:
[Redacted]

200,000 TCP packets per second is excessive on a gigabit connected server.

You will need to regulate the PPS, these must be extremely small packets.


20:51 - Michael Yanai

It's voice data being sent out to approx. 600 users so many small packets would be expected.

20:57 - Duder

Every time you hit the threshold the IP will be null-routed.

200k PPS is absolutely abnormal for such a small system. We don't want that type of traffic flooding our network.

21:15 - Michael Yanai

Thank you for the explanation. I have moved our services back to our old host.
Can you please forward the ticket to cancel and refund our hosting agreement?

21:17 - Duder

> Can you please forward the ticket to cancel and refund our hosting agreement?

You can cancel your services through the client portal.

========== (how do I make a line I don't know) =========

So I opened a ticket with their billing department.  We'll assume it's a different department though at this point I wouldn't be surprised if it were Duder in a wig:

21:27 - Michael Yanai

Hello,

I have cancelled my dedicated server. Please refund the full amount paid.
As described in ticket #283294 you are unable to provide the network connectivity required for us to make use of the server. This was less than 24 hours after putting traffic on our services.

Thank you.

(next day) 15:20 - Duder

Your service was delivered on 23rd April, your service was blocked numerous times during the 1st May due to TOS violations.

As you are aware having read and accepted our terms of service during sign, we do not offer any prorata refunds.

Section 5
We do not give pro-rated refunds for unused time if cancellation is initiated during the middle of a billing cycle.
All charges are non-refundable unless expressly stated otherwise, or otherwise provided by applicable law.
(CLOSED TICKET, NO FURTHER COMMENTS ALLOWED)

15:35 - Michael Yanai (new ticket)

In reference to ticket #296182 please clarify the "TOS violation"

15:38 - duder

Please reuse the existing ticket.
(CLOSED TICKET, NO FURTHER COMMENTS ALLOWED)


16:02 - Michael Yanai (new ticket)

Re: #820825 and #296182, I can't reuse the existing ticket. There is no 'new comment' button nor does the system let me reopen the ticket (I get a message "You can't reopen this ticket").

(they merged the ticket minutes later, but no response)

(2 days later) 18:38 - Michael Yanai

Can you please clarify what ToS violation occurred?

18:40 - Duder

Please review your others ticket where your service was blocked. It was more than clearly explained in that ticket.

You have now cancelled your service so there is no reason for this account to remain open. We will not be accepting further orders from you or your associates.

19:14 - Michael Yanai

It was explained, but there is no packet rate limit in the terms of service.

If you are referring to the non-specific section on incorrect use of service, it clearly states services will not be disconnected before a warning is issued. However, you disconnected service via an automated system without giving any notice.

Since you are invoking the ToS as a reason to not issue a refund, I would like to point out that as per your obligations under the same ToS you had no cause to disconnect service the way you did. I would therefore again like to request that you refund the full amount already paid.


19:39 - Duder

> It was explained, but there is no packet rate limit in the terms of service.

350,000 packets per second is not a reasonable level of traffic, it would be considered exceptional.

This volume of packets is the same as a small denial of service attack, so without any question no decent provider wouldn't want it on their network without prior agreement.

3. Prohibited Usage
You agree that any of the below activities are considered prohibited usage and could result in immediate account suspension or cancellation without a refund and the possibility that Delimiter USA will impose fees, and/or pursue civil remedies without providing advance notice.
Misuse of System Resources: Misuse of system resources, including but not limited to employing programs that consume excessive CPU time (outside of allotted CPU usage), network capacity, disk I/O (input/output) or storage space. You will be given a warning before suspension for misuse of resources occurs.
Other Activities viewed as Illegal or Harmful: Engaging in illegal activities or engaging in activities harmful to the operations of Delimiter USA or the customer.

> If you are referring to the non-specific section on incorrect use of service, it clearly states services will not be disconnected before a warning is issued. However, you disconnected service via an automated system without giving any notice.

Thats absolute nonsense.

4. Account Cancellation or Suspension
Delimiter USA may cancel or suspend your access to Delimiter USA services at any time and for any reason without notice.

> Since you are invoking the ToS as a reason to not issue a refund, I would like to point out that as per your obligations under the same ToS you had no cause to disconnect service the way you did. I would therefore again like to request that you refund the full amount already paid.

Again we can suspend or cancel your service without notice, you caused disruption for other customers with your exceptionally high packet volume. Your service was suspended.

You violated our terms of service; you failed remedy the violation. You then out of your own free volition decided to cancel your service. Section 5 of our terms of service covers such matters:

5. Charges and Billing
In addition, we do not give pro-rated refunds for unused time if cancellation is initiated during the middle of a billing cycle

The matter is closed.


19:46 - Michael Yanai

You quote the relevant section of the ToS:
> You will be given a warning before suspension for misuse of resources occurs.

No such warning was given. There was no DoS, or other illegal activity. The service was used as provided before it was disconnected without notice.

You failed to deliver the services paid for. I believe it is reasonable that you issue a refund.

19:48 - Duder

You decided to cancel your service, we did not cancel it. We just stopped you from causing further disruption to other customers.

You read our terms of service during signup, you accepted them, so you know that when you cancel your service we do not offer prorata refunds.

The matter is concluded.

(CLOSED TICKET, NO FURTHER COMMENTS ALLOWED)