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  1.  
  2. David
  3. JonoSlays
  4. 00:16
  5. Name :
  6. JonoSlays
  7.  
  8. Email :
  9. jonnyxg123@hotmail.co.uk
  10.  
  11. David has joined the conversation
  12. 00:16
  13. David
  14. 00:16
  15. Hello :)
  16. JonoSlays
  17. 00:16
  18. Hello are you there?
  19. David
  20. 00:16
  21. Yup. How can I help?
  22. JonoSlays
  23. 00:17
  24. I purchased a stone rank and when I got on the server the connection was terrible so I posted a ticket about 20 mins after I purchased and still haven't had a reply or my money back
  25. David
  26. 00:18
  27. I'm sorry to hear that. What's your name on our system?
  28. JonoSlays
  29. 00:18
  30. JonoSlays
  31. David
  32. 00:18
  33. We don't have any pending tickets.
  34. What's the email?
  35. JonoSlays
  36. 00:19
  37. Jonnyxg123@hotmail.co.uk
  38. David
  39. 00:19
  40. Alan replied to it apparently, but I do see that his reply did not assist your connectivity problem
  41. JonoSlays
  42. 00:20
  43. https://gyazo.com/5aeaa268214921d7828b3118051f6366
  44. I did not see a reply I'm pretty annoyed I did as I was asked to get my money back I posted a ticket straight away..
  45. David
  46. 00:21
  47. Alan replied but it was a billing response and not a technical response.
  48. I can assist with the technical
  49. JonoSlays
  50. 00:22
  51. This is a joke it says when I bought the server that if you post a ticket you can get your money back
  52. David
  53. 00:23
  54. I'm not sure where it says that but you'd need to talk to sales about it, Alan or another member from the team can assist best with that.
  55. I'm not in that department :(
  56. I can contact him personally and let him know. There was no response made to your ticket so he didn't know
  57. JonoSlays
  58. 00:23
  59. Seriously I would use it if it was uk based
  60. or germany based
  61. David
  62. 00:23
  63. I'm from the UK, over in Newcastle
  64. That's north of England
  65. Not sure if you know it
  66. JonoSlays
  67. 00:23
  68. I know
  69. David
  70. 00:24
  71. I get excellent connectivity to there
  72. Where do you live and what ISP?
  73. JonoSlays
  74. 00:24
  75. ISP? (NOOB)
  76. David
  77. 00:24
  78. The guys that provide your internet
  79. Like Virgin Media, Sky, BT, etc.
  80. TalkTalk
  81. JonoSlays
  82. 00:24
  83. Sky fibre
  84. My normal speed for internet is 18 ping to server from mcprohosting/mchost.no
  85. David
  86. 00:25
  87. Windows or Mac?
  88. JonoSlays
  89. 00:25
  90. Windows
  91. David
  92. 00:26
  93. Can you open command prompt and type "ping dal-1.net.mchost.com" without the quotations
  94. Let me know what the result is
  95. Also "tracert dal-1.net.mchost.com" - again without the quotations
  96. JonoSlays
  97. 00:26
  98. https://gyazo.com/9fc99e68e3c36b72f636de1739c6efb9 that's yours and ok
  99. Mine*
  100. I mean
  101. David
  102. 00:27
  103. 121ms ping is pretty good?
  104. JonoSlays
  105. 00:27
  106. AHHAHHAHAHHAHA
  107. David
  108. 00:27
  109. There is no connection delay there, that's pretty standard
  110. JonoSlays
  111. 00:27
  112. To an american server that's good
  113. This is my other server https://gyazo.com/181412fade19d13f8b938a5802156d0c
  114. David
  115. 00:28
  116. Full 5 bars. In other words, there is no connection delay that will be experienced. The locations are American because our routes to Europe and Asia are excellent, and of course within America, meaning excellent connectivity for players around the world
  117. Both are basically perfect, there isn't going to be any gameplay lag
  118. That's just a raw statistic
  119. Are you actually experiencing connection lag in game
  120. JonoSlays
  121. 00:29
  122. Trust me shall I upload a vid quickly?
  123. David
  124. 00:29
  125. You can but that ping is pretty good for Minecraft
  126. 21ms is, yes, quicker but there is not going to be a noticeable difference in this game
  127. JonoSlays
  128. 00:30
  129. There is a huge difference for me somebody who has played mc server since minecraft came out
  130. David
  131. 00:31
  132. Minecraft isn't like a first person shooter (e.g. CS:GO) where that sort of difference would matter. There shouldn't be any difference
  133. Hypixel is more in latency for me from here
  134. And that's one of the largest PvP networks
  135. Well, network in general
  136. http://minetrack.me/ a lot of these networks with only US hubs perform about the same, and we actually have optimised routes to Europe and Asia
  137. JonoSlays
  138. 00:32
  139. Just uploading the video
  140. And it does matter to me as I am paying money for this server
  141. David
  142. 00:33
  143. Oh yeah, I'm definitely not saying to bury any concerns. Definitely raise them.
  144. I'm just trying to say that the difference in Minecraft is marginal
  145. JonoSlays
  146. 00:34
  147. Not really to me as I play SG on hive with a perfect connection for 4 years and when I got on the server from your hosting company it fells american
  148. So where are your server based
  149. David
  150. 00:35
  151. Dallas and LA, with retired locations in Arizona
  152. All have excellent routes throughout the world
  153. Well, if you feel that way then there isn't much I can do. That's just a raw statistic and the difference in game is really nothing.
  154. JonoSlays
  155. 00:35
  156. So american OMG:(
  157. David
  158. 00:36
  159. However, if you are feeling there is a difference (they may definitely be one to you, if you're used to something different) I can appreciate that
  160. I can't really assist with that though, since it isn't something we call a connectivity problem
  161. But you'd need rapid eyes to see any difference in this game, to be honest
  162. JonoSlays
  163. 00:36
  164. You will see in 1 second
  165. David
  166. 00:36
  167. Minecraft is, in no way, a tactical game where that would make *any* noticeable difference. It's literally a raw statistic for debug purposes
  168. CS:GO 20ms and 150ms is a huge difference, for example
  169. JonoSlays
  170. 00:37
  171. I am using your server for FFA so trust me you notice
  172. David
  173. 00:37
  174. Minecraft, well, PvP isn't exactly tactical and that's the only use I can think of where a lower ping is beneficial in a lot of places
  175. I see
  176. We do have a demo server though with the IP on our homepage
  177. JonoSlays
  178. 00:39
  179. I am annoyed now though I have wasted my money and there is not one word on your page that states that your servers are in america. Also I got the server and asked for a refund straight away to be fair so it's not like I spent the whole month on the server and then asked..
  180. https://www.youtube.com/watch?v=98_DmXrLOSE&feature=youtu.be
  181. https://www.youtube.com/watch?v=98_DmXrLOSE&feature=youtu.be
  182. David
  183. 00:39
  184. I can really understand your frustration here
  185. To be fair also, we do have a demo server and this problem could be seen there. But as far as the refund thing goes, I can sympathise with you there
  186. If you can talk to billing via that ticket I'm sure this can get resolved better
  187. JonoSlays
  188. 00:42
  189. Please help get my money back I know it's losing your company money but it would be fair seen as I had the server for about 20 mins and not over 24h
  190. David
  191. 00:43
  192. Ah, I see
  193. I just finished watching the video
  194. JonoSlays
  195. 00:43
  196. You see then?
  197. David
  198. 00:43
  199. To me the difference seems small but perhaps you're not used to it. What's your server IP?
  200. Both of them, if I may ask?
  201. JonoSlays
  202. 00:44
  203. 188.40.104.73:25955 Perfect connection
  204. David
  205. 00:44
  206. And the one with us?
  207. JonoSlays
  208. 00:44
  209. 45.34.7.66:25578
  210. David
  211. 00:44
  212. Is the one with us Spigot 1.7.9?
  213. JonoSlays
  214. 00:45
  215. Yeah I think
  216. All my servers are
  217. David
  218. 00:49
  219. I crash straight away with a tick exception
  220. JonoSlays
  221. 00:49
  222. Really?
  223. too your own server?
  224. David
  225. 00:49
  226. Yeah, not sure, could just be me
  227. Tick exceptions are usually world related, I downloaded a new 1.7.9 client and connected and crashed
  228. JonoSlays
  229. 00:49
  230. Hmm
  231. David
  232. 00:50
  233. Not sure if it's world related or just my Mac but
  234. Regarding the issue itself, I see your problem
  235. Sadly it's as far as my technical support hand goes because, well, you and I both know this isn't something we can change
  236. Not strong enough to carry a country :(
  237. So there's not much we can do here. Of course, you can try with our sales/billing department further and they'll be in touch
  238. I'd be in the same boat as you, as far as it counts
  239. If you're not happy then it's all logical to get it sorted, for whatever reason the unsatisfaction is, right?
  240. JonoSlays
  241. 00:51
  242. Yeah I just feel abit let down that there is not something set in stone saying it's american
  243. David
  244. 00:52
  245. Well, this is the first time I've had a case like this
  246. I mean a lookup on the demo server is possible but I can understand your frustration, for sure
  247. JonoSlays
  248. 00:53
  249. I know it must be annoying coping with kids like me and that shouldn't be the only way it should say where it's being hosted
  250. David
  251. 00:53
  252. Nah, it's fine. Really. Do you know how to reply to tickets?
  253. If you like I can attach a copy of the chat into the ticket for sales.
  254. JonoSlays
  255. 00:54
  256. Yeah but I just get the feeling I will just be ignored and they will just say you can't have your money back it's there no way you can talk to them?
  257. David
  258. 00:54
  259. Ignoring isn't company policy. I'll attach a chat log and message someone on the team to take a look, alright?
  260. JonoSlays
  261. 00:55
  262. Ok I understand but I feel abit let down that I tried straight away to get it back and it's not like I used it
  263. And there was nowhere that it says where it was hosted
  264. David
  265. 00:57
  266. One minute, just summing this all up for sales
  267. Just need to write a summary in the staff notes and then I'll let someone know
  268. JonoSlays
  269. 00:58
  270. Thank you! Great help!
  271. David
  272. 01:01
  273. Summarised
  274. Let me contact someone too for you
  275. JonoSlays
  276. 01:01
  277. Thank you use the YT vid if you need
  278. David
  279. 01:01
  280. Alright, informed him.
  281. Yeah, I did include that
  282. JonoSlays
  283. 01:01
  284. Ok thanks so what will happen now
  285. David
  286. 01:02
  287. He'll get back to oyu pretty soon
  288. JonoSlays
  289. 01:02
  290. Through?
  291. David
  292. 01:02
  293. Ticket it'll be, and ticket goes to email
  294. JonoSlays
  295. 01:02
  296. Ok that's good thatnks are you connected to mchost.no?
  297. David
  298. 01:02
  299. Nope, they're completely separate
  300. They just have a similar name
  301. JonoSlays
  302. 01:03
  303. Ok yeah I thought that
  304. David
  305. 01:04
  306. Alright, all done. Like I said, they should get back to you. I'll keep following up for you and see how it goes. I can make sure it's cancelled for next month too if you've submit a cancellation request
  307. JonoSlays
  308. 01:05
  309. How sorry?
  310. David
  311. 01:05
  312. https://clients.mchost.com/knowledgebase/3/How-to-Cancel-Your-Server.html
  313. Should be the information there on cancellation
  314. JonoSlays
  315. 01:06
  316. https://gyazo.com/414e70c9133be2d7ae7c8d164f76b373 it says that
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