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What happened with ThePrimeHost?

hjysy Sep 22nd, 2019 92 Never
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  1. What happened with ThePrimeHost?
  2. Its that time of the year that i need to pay one of my services with them (Managed VPS Yearly), i have been doing that since past 6 years without any problem, and i just find that now all the support are handled for a different team, i have no problems with that but in past Darrell handled all the sales/billing issues and trying to pay this receipt has been a bit tedious compared to previous years and it seems that support team is not handling it as Darrell in past (some issues with PayPal and their CC gateway).
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  17.  
  18. Other thing that i found is that in the latest invoice, the billing address of the company is different from previous invoices...
  19.  
  20. So everything points that ThePrimeHost was sold or now it is completely managed by another company
  21.  
  22. I have not found anything about it but everything makes me think that yes and im a bit confused, does anyone know anything about it?
  23.  
  24. I have not found anything about it but everything makes me think that yes and im a bit confused, does anyone know anything about it?
  25. Maybe ask them?
  26. Specially 4 You ||| Elevate Your Sites
  27. .
  28. I think before you renew with them if you are having all these questions and doubts about their services I think your better off contacting them and ask them all your questions and tell them your concerns and see what they tell you. It's always best to find out all the information first before you renew.
  29.  
  30. It's been a few months since the host @ThePrimeHost has logged in here.
  31. "Every successful individual knows that his achievement depends on a community of persons working together"
  32. -Paul Ryan-
  33.  
  34. Maybe ask them?
  35. I already asked but they have not answered that question
  36. I think before you renew with them if you are having all these questions and doubts about their services I think your better off contacting them and ask them all your questions and tell them your concerns and see what they tell you. It's always best to find out all the information first before you renew.
  37. I focused on making my payment first (it was on due day) and now I do not get an answer and my payment is now past due for 3 days (Their billing system did not register my Paypal payment) ...
  38. It's been a few months since the host @ThePrimeHost has logged in here.
  39. Thats right, it seems that last login was past year... I'm more worried now
  40.  
  41. If a hosting company changes hands with no notification to it's customers I would say that this is a significant red flag. Do with it what you will but I know what I would do.
  42.  
  43. I recommend you take backups right away just in case the billing issue causes your account to be automatically removed from the system.
  44. Fast Host - Cloud Hosting w/ LiteSpeed & Imunify360 Security
  45. Backup Storage - Backup Storage w/ SFTP, SSH & cPanel Access
  46.  
  47. How have you tried to contact them?
  48.  
  49. Here is there phone number: +1 866-691-7746
  50. They also have a chat feature on their site. Even if its a billing question you can try their Tech number if you are not able to reach someone through the other methods (1 (844) PRIME-01).
  51.  
  52. Not sure if its the same Darrell you are referring to earlier, but it looks like he is the owner and still with the company based on some of the recent posts I have found. Have you tried to e-mail him (darrell@theprimehost.com)?
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  56.  
  57. Well I just found out today that Darell 'left the company' a few months ago. Since he was the owner, that means he sold it. Not sure about any details but that is unusual that there wasn't a communication to the customer base.
  58.  
  59. Well I just found out today that Darell 'left the company' a few months ago. Since he was the owner, that means he sold it. Not sure about any details but that is unusual that there wasn't a communication to the customer base.
  60. Right, Conseev bought ThePrimeHost in January.
  61.  
  62.  
  63. :O Interesting, and who is Conseev?
  64. New owner.
  65.  
  66.  
  67. Its even possible they have changed their brand name to a new one and they are outsources or have even done a partnership.
  68. No, Conseev bought them. I will not share my source of information though.
  69.  
  70. mmmm well, they just screwed up everything in less than a year
  71.  
  72. My server get down about four hours ago, i contacted them and in resume they said me that everything was lost (hardware problem on node) and they do not have backups, so i asked for a full refund and the refund me in less than an hour. That speaks well of his commitment to the client. I only received apologies from them along with the refund, but they lost me and they lost my trust in them, actually i had already lost some confidence in them when they did not notify us about the change of ownership of the company.
  73.  
  74.  
  75. ===================
  76. We are processing a refund now. It will go through shortly. We do apologize for the inconvenience. This is not a normal occurrence and we hope you reconsider us for other ventures in the future.
  77. =====================
  78.  
  79. Fortunately i have my own backup of one account on the server (the most important) but i lost 1 account data of about 50gig (more or less important at all but it was like 1 year of soft work and past 3 months of hard work), however, if they does not have what they promise (managed service with backups) and what i was paying for on the last 6 years, I do not think the price is justifiable for a managed service that is not really managed
  80.  
  81. Now its time to mount a new server, configure everything from scratch and make everything again for the lost data account, this will be a hard week  
  82.  
  83. I feel sad to leave this company after so many years but we must move on to leave this incident behind and be in a place where I feel more confident
  84.  
  85. In case of a hardware problem on the node, it makes me wonder if all virtual servers hosted on the node got deleted. If a drive fails, then all virtual servers hosted on it would be deleted.
  86.  
  87. Did they advertise backups with your plan?
  88.  
  89. Yep, they advertise backup on the managed server and its supposed that server had raid 10 but...
  90.  
  91. Conseev have been buying up a lot of 'Managed VPS' companies on WHT - this seems to be another one of them. They also hadn't told customers of other brands they bought them either after I spoke with their CTO a few months ago.
  92.  
  93. Conseev have been buying up a lot of 'Managed VPS' companies on WHT - this seems to be another one of them. They also hadn't told customers of other brands they bought them either after I spoke with their CTO a few months ago.
  94. Hello,
  95.  
  96. Totally correct, as i can see on ThePrimeHost (https://www.theprimehost.com/termsofservice.html) you can see Conseev LLC in parts of the TOS.
  97.  
  98. They've also purchased TMZVPS and it's under the conseev brand.
  99.  
  100. Yeah, my sites are down too. Looks like the changed the IP addresses. They might want to take a closer look at the credentials of the man they have in the basement putzing around with the equipment  
  101.  
  102. Yep, they advertise backup on the managed server and its supposed that server had raid 10 but...
  103. So, backup is included on their managed vps? Good to hear.
  104.  
  105. Problem is if the backup is on the same hardware  then bad luck.
  106. Specially 4 You ||| Elevate Your Sites
  107.  
  108. Yeah, my sites are down too. Looks like the changed the IP addresses. They might want to take a closer look at the credentials of the man they have in the basement putzing around with the equipment  
  109. according to them, the server where my vps was (I suppose yours too) had a hardware problem and all the data was lost, they did not have backups, they gave me a full refund,
  110.  
  111. I hope you run with luck and your data has not been lost as mine
  112.  
  113. So, backup is included on their managed vps? Good to hear.
  114.  
  115. Problem is if the backup is on the same hardware  then bad luck.
  116. according to them, they do backups of the managed vps through R1Soft and these backups are hosted on a seperate server or server group for redundancy.
  117.  
  118. But it seems that no backups where made of my sever
  119.  
  120. For those who may or may not be interested, here was their event:
  121.  
  122. This afternoon, at approximately 1 pm EST time, one of our technicians proceeded to reclaim a physical server that was marked for decommission. Both the main drive and backup drive were re-initialized by the technician, but this was done without performing an additional verification step to ensure that the server being decommissioned was indeed the correct one. This was a serious procedural failure in the performance of the decommissioning.
  123.  
  124. To our utmost regret, there had been a mistake with the labeling of the server, and the physical node that was re-initialized still contained 3 virtual machines. One of the affected virtual machines was yours.
  125.  
  126. Given that the entire server was re-initialized, we were unable to recover the affected data once the error had become apparent.
  127.  
  128. This is of course an extremely serious incident for which there is no justification. We're taking significant measures in response to it.
  129.  
  130. The VPS has been restored to a clean CentOS install with cPanel, with the same IPs. The root password is ******
  131.  
  132. We have also granted a free month of services for the server.
  133.  
  134. On behalf of the team of technicians at ThePrimeHost, our sincerest apologies for this extremely serious mishap.
  135.  
  136. Operations Manager
  137.  
  138. For those who may or may not be interested, here was their event:
  139.  
  140. This afternoon, at approximately 1 pm EST time, one of our technicians proceeded to reclaim a physical server that was marked for decommission. Both the main drive and backup drive were re-initialized by the technician, but this was done without performing an additional verification step to ensure that the server being decommissioned was indeed the correct one. This was a serious procedural failure in the performance of the decommissioning.
  141.  
  142. To our utmost regret, there had been a mistake with the labeling of the server, and the physical node that was re-initialized still contained 3 virtual machines. One of the affected virtual machines was yours.
  143.  
  144. Given that the entire server was re-initialized, we were unable to recover the affected data once the error had become apparent.
  145.  
  146. This is of course an extremely serious incident for which there is no justification. We're taking significant measures in response to it.
  147.  
  148. The VPS has been restored to a clean CentOS install with cPanel, with the same IPs. The root password is ******
  149.  
  150. We have also granted a free month of services for the server.
  151.  
  152. On behalf of the team of technicians at ThePrimeHost, our sincerest apologies for this extremely serious mishap.
  153.  
  154. Operations Manager
  155. Sorry, a free month? A FREE MONTH? Okay..
  156.  
  157. Just like that, a free month - i'd seriously be upset, more upset about the fact they are offering a free month in return for the loss lol.
  158.  
  159. Sorry, a free month? A FREE MONTH? Okay..
  160.  
  161. Just like that, a free month - i'd seriously be upset, more upset about the fact they are offering a free month in return for the loss lol.
  162. Exactly, thats why i asked a full refund and leave them.... they just said: "sorry, we are setting up a new server for you" as if nothing else had happened, just like that...
  163.  
  164. The statements "hardware failure" and "decommissioning of a wrong server" do not seem to match with each other.
  165.  
  166. The statements "hardware failure" and "decommissioning of a wrong server" do not seem to match with each other.
  167. Two different histories one for me, one for @ssdgeek
  168.  
  169. Conseev have been buying up a lot of 'Managed VPS' companies on WHT - this seems to be another one of them. They also hadn't told customers of other brands they bought them either after I spoke with their CTO a few months ago.
  170. Right. Conseev owns tmzVPS, ThePrimeHost, VPSCheap.net, Idologic, IQnect, ServiceSite, PureSpeed, EasySEO, TechArch, Cloak Hosting, etc.
  171.  
  172. In a few years, they will probably be larger than EIG.
  173.  
  174. Ditto for me....
  175. To which new provider you are moving your host? Do we have any other service provider similar to Darrell?
  176.  
  177. Quote Originally Posted by rbiut  View Post
  178. mmmm well, they just screwed up everything in less than a year
  179.  
  180. My server get down about four hours ago, i coou movinntacted them and in resume they said me that everything was lost (hardware problem on node) and they do not have backups, so i asked for a full refund and the refund me in less than an hour. That speaks well of his commitment to the client. I only received apologies from them along with the refund, but they lost me and they lost my trust in them, actually i had already lost some confidence in them when they did not notify us about the change of ownership of the company.
  181.  
  182.  
  183. ===================
  184. We are processing a refund now. It will go through shortly. We do apologize for the inconvenience. This is not a normal occurrence and we hope you reconsider us for other ventures in the future.
  185. =====================
  186.  
  187. Fortunately i have my own backup of one account on the server (the most important) but i lost 1 account data of about 50gig (more or less important at all but it was like 1 year of soft work and past 3 months of hard work), however, if they does not have what they promise (managed service with backups) and what i was paying for on the last 6 years, I do not think the price is justifiable for a managed service that is not really managed
  188.  
  189. Now its time to mount a new server, configure everything from scratch and make everything again for the lost data account, this will be a hard week  
  190.  
  191. I feel sad to leave this company after so many years but we must move on to leave this incident behind and be in a place where I feel more confident
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