Tickets.Cafe

Проблемы и их решения через поддержку

Проблема с IP на GAME-3 SYS

Me — 24/05/2017 16:45

Checking eligibility — very long, 5 min and more
another server — normal
screen https://yapcdn.net/se1/1/IAQGtxG.png

i order IP on another server (INVOICE SYSIE88969)
and go transfer to ns3047364.ip-164-132-203.eu

 

16 IP — included fee IP
on Game-3
but server renew !!
https://eu.soyoustart.com/ie/cgi-bin/order/renew.cgi?domainChooser=ns3047364.ip-164-132-203.eu
no 65 euro, 96.98 euro

Fix this error
Why IP paid?

and deleted invoice
The invoice SYSIE88970 is now ready for an amount of EUR 32.60.
This invoice was validated through your OVH account:
Your balance is -32.60.

 

Support — 29/05/2017 07:47

Hello,

Thank you for contacting SoyouStart regarding the issue while ordering extra
IPs for your server.

If you are having any errors purchasing the extra IPs from the SoYouStart
Control Panel, you can still use our API to complete the operation.

To do so please navigate to the link below which will send you to our API page
and then login.

https://eu.api.soyoustart.com/console/#/order/dedicated/server/%7BserviceName%7D/ip#GET

Once logged in, please enter the same web address which will open the required
command to start the order process. Enter the dedicated server name as the
ServiceName, choose the number of Ips in the blockSize value, select the
country the IPs will be geolocated in and the number, and finally choose
failover as the type. Then Click Execute. This will provide a duration we will
need for the next step.

Then proceed with the next step with the duration result and previous
information in the following link:

https://eu.api.soyoustart.com/console/#/order/dedicated/server/%7BserviceName%7D/ip/%7Bduration%7D#GET

Finally with all the information, proceed to place the order via this link:

https://eu.api.soyoustart.com/console/#/order/dedicated/server/%7BserviceName%7D/ip/%7Bduration%7D#POST

Please also notice that our servers come with only one activated IP, you are
allowed to activate 128 more:

-If you need 16 IPs or less: you will pay 3 dollars per IP just one time (NO
MONTHLY PAYMENT)
-If you need more than 16 IPs: you will pay 3 dollars per IP and per month.

For any other questions or concerns, please feel free to contact us through a
support ticket or through by phone at (01) 6917283. We’re here to help you!

We thank you again for choosing SoyouStart,

Daniel
SoyouStart IE Support

 

Me — 29/05/2017 07:52

https://eu.soyoustart.com/ie/cgi-bin/order/renew.cgi?domainChooser=ns3047364.ip-164-132-203.eu — open this link
Renew your services:
-GAME
-Provision of 16 RIPE IP failover

why 16 IP paid monthly

Because you yourself write that 16 ip only installation fee

 

Me — 29/05/2017 08:00

I have a feeling that absolutely did not read my message. For 3 years I bought thousands of servers from you, as I am a reseller.

And I know perfectly how your system works.

And now I told you about the bug. But you did not even bother to dig into my message.

Once again for stupid I write.
Tariff «game-3» — defective. It does not require additional IPs. You can check it yourself. And if you make the transfer of existing networks — then they become a monthly fee.

//

And what about the account, which in the negative left?
Do you want me to pay installation for the ip twice?

I bought an ip. INVOICE SYSIE88969
But after the transfer of the IP network to the «game-3» tariff, an automatic account was generated.
The invoice SYSIE88970 is now ready for an amount of EUR 32.60.
This invoice was validated through your OVH account:
Your balance is -32.60.

Correct this mistake, too. I do not want my balance to be negative. After IP have already been paid for by SYSIE88969
SYSIE88970 — Retry attempt

 

Support — 29/05/2017 08:00

Hello,

Yes, you are right, you are not supposed to pay for the renewal of 16 IPs. We
are going to fix the problem as quick as we can and I will recontact you once
it’s done.

Thank you for your patience!

For any other questions or concerns, please feel free to contact us through a
support ticket or through by phone at (01) 6917283. We’re here to help you!

We thank you again for choosing SoyouStart,

Daniel
SoyouStart IE Support

Support — 29/05/2017 08:43

Hello,

I am contacting you to inform that we have fixed the problem, you won’t be
asked to pay for your first 16 IPs no more.

Have a nice day!

For any other questions or concerns, please feel free to contact us through a
support ticket or through by phone at (01) 6917283. We’re here to help you!

We thank you again for choosing SoyouStart,

Daniel
SoyouStart IE Support

 

Me — 29/05/2017 08:55

Yes, server ns3047364.ip-164-132-203.eu- now 65E, and 16 free ip
Thank you

 

BUT
you tariff game-3 — wrong
You need to fix the tariff settings.
This is a new tariff. And the one who added it to the system — apparently did not take into account that there should be 16 free IP

Attempt to order an ip for any tariff looks like this
https://yapcdn.net/se1/1/prCa7cL3Rw.png — screen

I’m sure that if you make a transfer IP — the same story will repeat.

The bug refers specifically to the «game-3»
All other tariffs are normal

For example, here are 2 servers
ns3054142.ip-213-32-6.eu
ns3047364.ip-164-132-203.eu

looks like that
https://yapcdn.net/se1/1/prCa7cL3Rw.png

 

Me — 30/05/2017 15:30

ok
game-3 tariff — => https://yapcdn.net/se3/1/ZeVo8iY3uduFCc.png
other SYS tariff or game-1 game-2 => https://yapcdn.net/se1/1/M3XduEAF6LP9.png

game-3 — defective IP FO

 

Support — 06/06/2017 16:23

Dear Mr. Kuchkovskiy,

Thanks for contacting OVH Support. Please accept our sincere apologies for the
delay in responding to your ticket. We’re currently receiving an unusually
high number of support requests.

Since it has been quite some time since your initial contact, please confirm
if you’re still facing this issue.

Awaiting your reply,

Riley
Customer Support Advisor
OVH Customer Support

Got a Question? We never sleep – we are here happy to help to 24/7! Mon-Fri,
9am to 6pm for UK based support. 24/7 for outages with our Incident Team.

Tel: 03333 700 425
Contact: [1]www.ovh.co.uk/contact

We’re Social:

Follow us on Twitter: www.twitter.com/ovh_uk
Join us on Facebook: [2]www.facebook.com/ovhcom
Connect with us on Linkedin: [3]www.linkedin.com/company/ovh

Registered company 5519821 | OVH Ltd, New London House, 6 London Street,
London, EC3R 7LP

 

[1] http://www.ovh.co.uk/contact
[2] http://www.facebook.com/ovhcom
[3] http://www.linkedin.com/company/ovh

 

Me — 06/06/2017 17:38

Of course stayed
You did not take any measures to fix it
How would it be corrected without the intervention of a specialist?

You can order a server with a tariff game-3 yourself
And try to buy to it IPv4

 

Me — 06/06/2017 17:58

No. Problem still exists.

06.06.2017, 17:23, «SoYouStart Customer Service» <support@soyoustart.com>:
> Dear Mr. Kuchkovskiy,
>
> Thanks for contacting OVH Support. Please accept our sincere apologies for the
> delay in responding to your ticket. We’re currently receiving an unusually
> high number of support requests.
>
> Since it has been quite some time since your initial contact, please confirm
> if you’re still facing this issue.
>
> Awaiting your reply,
>
> Riley
> Customer Support Advisor
> OVH Customer Support
>
> Got a Question? We never sleep – we are here happy to help to 24/7! Mon-Fri,
> 9am to 6pm for UK based support. 24/7 for outages with our Incident Team.
>
> Tel: 03333 700 425
> Contact: [1]www.ovh.co.uk/contact
>
> We’re Social:
>
> Follow us on Twitter: [2]www.twitter.com/ovh_uk
> Join us on Facebook: [3]www.facebook.com/ovhcom
> Connect with us on Linkedin: [4]www.linkedin.com/company/ovh
>
> Registered company 5519821 | OVH Ltd, New London House, 6 London Street,
> London, EC3R 7LP

 

 

[1] http://www.ovh.co.uk/contact
[2] http://www.twitter.com/ovh_uk
[3] http://www.facebook.com/ovhcom
[4] http://www.linkedin.com/company/ovh

 

Support — 06/06/2017 17:58

Dear Mr. Kuchkovskiy,

Thanks for contacting OVH Support.

I’ve escalated this issue to our server team who will investigate and provide
me with an update. As soon as I hear from them I’ll update you with their
findings.

Please don’t hesitate to contact us again if you need further assistance.

Kind regards,

Riley
Customer Support Advisor
OVH Customer Support

Got a Question? We never sleep – we are here happy to help to 24/7! Mon-Fri,
9am to 6pm for UK based support. 24/7 for outages with our Incident Team.

Tel: 03333 700 425
Contact: [1]www.ovh.co.uk/contact

We’re Social:

Follow us on Twitter: www.twitter.com/ovh_uk
Join us on Facebook: [2]www.facebook.com/ovhcom
Connect with us on Linkedin: [3]www.linkedin.com/company/ovh

Registered company 5519821 | OVH Ltd, New London House, 6 London Street,
London, EC3R 7LP

 

[1] http://www.ovh.co.uk/contact
[2] http://www.facebook.com/ovhcom
[3] http://www.linkedin.com/company/ovh

 

Support — 06/06/2017 19:00

Dear Mr. Kuchkovskiy,

Thanks for your patience while we’ve been looking into this issue.

I can confirm that this issue has been caused by a software bug in our control
panel. Our developers are currently working on it and treating it as a high
priority. I’ll keep you updated with their progress.

Please, accept our sincere apologies for this issue and for the inconvenience
caused and don’t hesitate to contact us again if you need further assistance.

Kind regards,

Riley
Customer Support Advisor
OVH Customer Support

Got a Question? We never sleep – we are here happy to help to 24/7! Mon-Fri,
9am to 6pm for UK based support. 24/7 for outages with our Incident Team.

Tel: 03333 700 425
Contact: [1]www.ovh.co.uk/contact

We’re Social:

Follow us on Twitter: www.twitter.com/ovh_uk
Join us on Facebook: [2]www.facebook.com/ovhcom
Connect with us on Linkedin: [3]www.linkedin.com/company/ovh

Registered company 5519821 | OVH Ltd, New London House, 6 London Street,
London, EC3R 7LP

[1] http://www.ovh.co.uk/contact
[2] http://www.facebook.com/ovhcom
[3] http://www.linkedin.com/company/ovh

 

Me — 20/06/2017 14:09

Problem solved

 

Support — 20/06/2017 14:31

Dear Mr. Kuchkovskiy,

Thanks for letting us know. I’ll now close the ticket.

Kind regards,

Riley
Customer Support Advisor
OVH Customer Support

Got a Question? We never sleep – we are here happy to help to 24/7! Mon-Fri,
9am to 6pm for UK based support. 24/7 for outages with our Incident Team.

Tel: 03333 700 425
Contact: www.ovh.co.uk/contact

We’re Social:

Follow us on Twitter: www.twitter.com/ovh_uk
Join us on Facebook: www.facebook.com/ovhcom
Connect with us on Linkedin: www.linkedin.com/company/ovh

Registered company 5519821 | OVH Ltd, New London House, 6 London Street,
London, EC3R 7LP

 

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