LuxvpsReviews of luxvps.xyz

Response from LuxvpsSep 14, 2024

Thank you for your feedback Mystic. We apologize for any inconvenience you've experienced. But I want to clarify that the recent service interruptions were due to a planned migration that began at 11:59 PM CET on September 13, 2024. This migration was necessary to improve our overall service quality and infrastructure. We made extensive efforts to notify all customers about this scheduled maintenance through multiple channels, including emails, social media posts, forum announcements, Discord messages, and notices on our landing and billing pages. Most of our services are now back online and functioning normally. If you're still experiencing any issues, please contact our support team directly. We'd be happy to assist you in resolving any lingering problems. We appreciate your patience during this upgrade process. Our goal is to provide you with more stable and efficient service going forward. If you have any questions or concerns, please don't hesitate to reach out to us. Thank you for choosing our hosting service. Cheers, Mathias CEO & Founder of Luxvps

Response from LuxvpsSep 7, 2024

Hi John, Thank you for your review. I understand your frustration, and I want to provide a clear explanation and address any misunderstandings. 1. Why Mail Ports Are Blocked by Default: We block mail ports by default to prevent spam and abuse on our network. This policy protects all customers from potential downtime or issues caused by bad actors. 2. The 5€ Top-Up Explained: The 5€ payment is not a hidden fee but a credit added to your account. This credit can be used for future services, renewals, or the mail port unlock itself. However, I recognize that our previous communication on this wasn’t as clear as it should have been, and for that, I sincerely apologize. 3. The Confusion in Our Communication: You referenced a support reply stating that the 5€ was “non-refundable” and would “cover associated administrative costs.” This wording was an error in our response, and I take full responsibility for the confusion. To clarify: - The 5€ is credited to your account. - You can use it for future services. I’ve since reviewed and updated the template we use for these requests to ensure this kind of misunderstanding doesn’t happen again. 4. Transparency and Improvement: You’re absolutely right that unexpected costs can be frustrating. We’re already working on making this policy more visible and upfront during the ordering process to prevent surprises. 5. Commitment to Resolution: John, I truly regret that this situation left you feeling dissatisfied. If there are any remaining concerns or unresolved issues, I encourage you to reach out to me directly. I’m committed to ensuring you’re satisfied with our service and will personally oversee any next steps to make things right. Once again, I apologize for any inconvenience caused and appreciate you bringing this to my attention. We’re always striving to improve, and your feedback helps us do just that. Thank you for choosing Luxvps, and I hope we can earn back your trust. Best regards, Mathias CEO & Founder Luxvps

Response from LuxvpsAug 19, 2024

Hey Kevin, First off, I want to say thanks for sticking with us for these 3 months, and I'm really sorry about all the downtime you've experienced. You're absolutely right - 92% uptime is not okay, and it's definitely not what we aim for. I'll be straight with you: we've had some issues with our datacenter provider that have caused more outages than we'd like. It's been a real headache for us, and I know it's been even worse for you and our other customers. The good news is, we're not just sitting on our hands. We're actually in the process of moving to a new datacenter. This move should seriously improve our uptime. We're aiming to have this done by 14/09/2024. I'm glad to hear the VPS performance has been good at least. We do pride ourselves on offering solid hardware, but I know that doesn't make up for the reliability issues. If you're open to it, I'd love to make this right. Could you shoot an ticket to our support team? We'd like to offer you some compensation for all the trouble. Again, I'm really sorry about all this. We're working hard to do better, and I hope you'll give us the chance to prove it. Thanks for your patience and for bringing this to our attention. It really does help us improve. Sincerely, Mathias Founder & CEO

Response from LuxvpsAug 14, 2024

Hey there, I'm really sorry about the downtime you've experienced. You're right, we've had two outages recently and it's not okay. I want to explain what happened and what we're doing about it. Both outages were because of power issues at our datacenter provider, EGC. It sucks, and even though it wasn't directly our fault, I know it affected you and that's on us. We're actually planning to move away from this datacenter by 14/09/2024. This should make our service way more reliable. About the lack of updates - We actually do post live updates, but we'll make sure to make an extra channel/website where you can check stuff like that. Our Discord server (https://discord.gg/cXFwDqk529) is the best place for the fastest updates. We also update our status page (https://status.luxvps.net) and our billing portal (https://billing.luxvps.net/serverstatus.php). Our usual uptime is 99.2%, but we're always working to make that even better. When we have longer downtimes, we do give extra days of runtime to make up for it. I really appreciate you bringing this to our attention. It helps us do better. If you've been majorly impacted by this, please reach out to our support team and we'll sort something out for you. Thanks for sticking with us despite these issues. We're committed to doing better and providing you with the service you deserve. Wishing you an amazing day, Mathias --- I saw you edited your review about a new downtime, that is nothing from our side, it sounds like a service related issue that we need to look at for you, and we havent had any tickets about downtime lately. We tried to contact you about your infomation so we can find your account and help you, but we got no reply from you.