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Gamers.Net - Poor service and Unprofessional

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8 years 6 months ago #2553 by S.A.F Action2
S.A.F Action2 created the topic: Gamers.Net - Poor service and Unprofessional
As many know gamers.net supply our server. It is not cheap, despite that, the level of service S.A.F gets from them is very poor. If we could find another server host in NZ we would take our business elsewhere.

This is a list of the problems that we have with them:
  • Slow response to requests
  • Slow response to server issues
  • Unprofessional in their communications
  • They do not provide GST invoices despite them being requested
  • The server suffers packet loss to most connecting from AU

And then this - they can't even manage there hosting services - the very thing that is at the core of why we pay them.

This is why our server is having issues:

Hi All,

As some of you may have noticed (and judging by my ticket list, a lot have!) there has been an increase in latency during this weekend.

The reason for this additional latency is due to Valve's "Free UT3 Weekend" - where you can download and play UT3 this weekend for free.
Unfortunately, having the only publicly accessible Steam content server in NZ has made our content server ... lets say ... popular.
We were not aware of this promotion ahead of time. If we had known, we would have taken measures to prevent it from causing any issues with your servers.

Piggy (the Steam Content Server) has transferred over ONE TERRABYTE (i'm not kidding!) of data alone in the last 24 hours - essentially capping out our 100mbit connection for the entire time.
A graph of the traffic rates can be seen here: http://forums.gamers.net.nz/showthread.php?t=88663

We have limited Piggy to a reduced bandwidth to clear up the latency in the servers, so everything should be back to normal again.

Regards,
immorta|
Gamers.net.nz Admin Team

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8 years 6 months ago #2557 by S.A.F GOATKILLER?
S.A.F GOATKILLER? replied the topic: Re: Gamers.Net - Poor service and Unprofessional
wipdifuk accuse so what, we pay them for a service and they say that?

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8 years 6 months ago #2563 by S.A.F Survival
S.A.F Survival replied the topic: Re: Gamers.Net - Poor service and Unprofessional
it would be hard to ask for 2 days refund, they would come back and say it was out of their control.
but is there anyone else out that we could go too.?

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8 years 6 months ago #2572 by Kilabee
Kilabee replied the topic: Re: Gamers.Net - Poor service and Unprofessional
What sort of a business doesn't supply a GST reciept? A little strange don't you think.

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8 years 6 months ago #2701 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional

As many know gamers.net supply our server. It is not cheap, despite that, the level of service S.A.F gets from them is very poor. If we could find another server host in NZ we would take our business elsewhere.

This is a list of the problems that we have with them:

  • Slow response to requests
  • Slow response to server issues
  • Unprofessional in their communications
  • They do not provide GST invoices despite them being requested
  • The server suffers packet loss to most connecting from AU

And then this - they can't even manage there hosting services - the very thing that is at the core of why we pay them.

This is why our server is having issues:


Theyve got a primary content server in the region and its only on 100 bloody mbit, thats alarm bells ringing for me right there. My own server runs just a 10 mbit port and in theory it could easily cope with a couple of terabytes per day. A server like they mention should be a balls out machine on a gigabit port or better.

At the very worst each individual server should be on 100 mbit and they should be plugged into the internet backbone on something a lot better. Fibre like at least one independent OC3 or multiple providers for failsafe redundancy if theyre an independent datacenter.

I looked the site over, very bad, no tech specs anywhere, this means either theyre crap at websites or more likely they dont want to disclose theyre running it all off 1 server, hence the comment about the 100 mbit port maxed out.

I personally would say if you can find an alternative get out and go elsewhere, ecenomically speaking alone those charges are too low to get you an individual server.

I'm going to do some digging see what I can learn .....

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8 years 6 months ago #2702 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
Looks like a single server or at best 3 servers, digging some more.
Address lookup

canonical name	gamers.net.nz.
aliases	
addresses	 60.234.73.176
Domain Whois record

Queried whois.srs.net.nz with "gamers.net.nz"...

% New Zealand Domain Name Registry Limited
% Users confirm on submission their agreement to all published Terms
%
version: 1.23.0
query_datetime: 2009-03-13T02:49:54+13:00
domain_name: gamers.net.nz
query_status: 200 Active
domain_dateregistered: 2001-09-20T12:51:21+12:00
domain_datebilleduntil: 2010-02-20T12:51:21+13:00
domain_datelastmodified: 2009-02-01T13:46:29+13:00
domain_delegaterequested: yes
%
registrar_name: DiscountDomains.co.nz
registrar_address1: P O Box 25-129
registrar_city: Christchurch
registrar_country: NZ (NEW ZEALAND)
registrar_phone: +64 3 961 9554
registrar_fax: +64 3 961 9553
registrar_email: admin@discountdomains.co.nz
%
registrant_contact_name: Andrew Somervell
registrant_contact_address1: 27 Ripon Cres
registrant_contact_address2: Meadowbank
registrant_contact_city: Auckland
registrant_contact_country: NZ (NEW ZEALAND)
registrant_contact_phone: +64 9 3788731
registrant_contact_email: andrew@somervell.com
%
admin_contact_name: Andrew Somervell
admin_contact_address1: 17/143 Carlton Gore Road
admin_contact_address2: Newmarket
admin_contact_city: Auckland
admin_contact_country: NZ (NEW ZEALAND)
admin_contact_phone: +64 9 8890991
admin_contact_email: andrew@somervell.com
%
technical_contact_name: Andrew Somervell
technical_contact_address1: 17/143 Carlton Gore Road
technical_contact_address2: Newmarket
technical_contact_city: Auckland
technical_contact_country: NZ (NEW ZEALAND)
technical_contact_phone: +64 9 8890991
technical_contact_email: andrew@somervell.com
%
ns_name_01: darklin.digitalgenus.com
ns_name_02: storlock.digitalgenus.com
ns_name_03: morrowindl.digitalgenus.com
%
% Users are advised that the following activities are strictly forbidden.
%
% Using multiple WHOIS queries, or using the output of multiple WHOIS
% queries in conjunction with any other facility or service, to enable
% or effect a download of part or all of the .nz Register.
%
% Using any information contained in the WHOIS query output to attempt a
% targeted contact campaign with any person, or any organisation, using any
% medium.
%
% A breach of these conditions will be treated as a breach of the .nz Policies
% and Procedures.  Sanctions in line with those specified in the policies and
% procedures at [url=http://www.dnc.org.nz]www.dnc.org.nz[/url] may result from any breach.
%
% Copyright InternetNZ
Network Whois record

Queried whois.apnic.net with "60.234.73.176"...

% [whois.apnic.net node-1]
% Whois data copyright terms    http://www.apnic.net/db/dbcopyright.html

inetnum:      60.234.73.0 - 60.234.73.255
netname:      TUARA-NET
descr:        Biggie Limited
descr:        PO Box 31 143
descr:        Milford
descr:        Auckland
country:      NZ
admin-c:      AS558-AP
tech-c:       AS558-AP
status:       ASSIGNED NON-PORTABLE
mnt-by:       MAINT-NZ-ORCON
changed:      kskewes@orcon.net.nz 20060808
source:       APNIC

person:       Andrew Somervell
nic-hdl:      AS558-AP
e-mail:       noc@tuara.com
address:      Biggie Limited
address:      PO Box 31 143, Milford
address:      Auckland
address:      New Zealand
phone:        +64-9-3022208
country:      NZ
changed:      kskewes@orcon.net.nz 20060804
mnt-by:       MAINT-NZ-ORCON
source:       APNIC


DNS records

DNS query for 176.73.234.60.in-addr.arpa returned an error from the server: NameError

name	class	type	data	time to live
gamers.net.nz	IN	SOA	
server:	darklin.digitalgenus.com
email:	dnsadmin.digitalgenus.com
serial:	2009031138
refresh:	10800
retry:	3600
expire:	604800
minimum ttl:	3600
3600s	(01:00:00)
gamers.net.nz	IN	MX	
preference:	10
exchange:	mailx.digitalgenus.com
28800s	(08:00:00)
gamers.net.nz	IN	MX	
preference:	20
exchange:	maily.digitalgenus.com
28800s	(08:00:00)
gamers.net.nz	IN	A	60.234.73.176	28800s	(08:00:00)
gamers.net.nz	IN	NS	darklin.digitalgenus.com	28800s	(08:00:00)
gamers.net.nz	IN	NS	storlock.digitalgenus.com	28800s	(08:00:00)
gamers.net.nz	IN	NS	morrowindl.digitalgenus.com	28800s	(08:00:00)
Traceroute

Tracing route to gamers.net.nz [60.234.73.176]...

hop	rtt	rtt	rtt	 	ip address	fully qualified domain name
1	3	3	4	 	70.84.211.97	
2	0	0	0	 	70.87.254.5	5.fe.5746.static.theplanet.com
3	0	0	0	 	70.85.127.109	po52.dsr02.dllstx3.theplanet.com
4	0	0	0	 	70.87.253.29	
5	0	0	0	 	4.71.122.1	
6	0	0	0	 	4.68.19.190	
7	1	0	*	 	4.69.136.161	
8	34	36	35	 	4.69.132.77	ae-3.ebr2.losangeles1.level3.net
9	40	36	35	 	4.69.137.22	ae-72-72.csw2.losangeles1.level3.net
10	33	33	32	 	4.68.20.69	
11	35	35	35	 	4.78.192.26	
12	166	166	165	 	202.147.61.190	po6-0.gw1.akl1.asianetcom.net
13	166	166	166	 	202.147.55.226	
14	165	165	165	 	203.192.166.70	
15	167	167	167	 	121.98.9.33	ge-0-1-1-0.cre1.nct.orcon.net.nz
16	167	167	166	 	121.98.9.26	
17	166	166	165	 	60.234.73.176	
Trace complete

Service scan

FTP - 21	220 ProFTPD 1.3.1 Server (ProFTPD) [60.234.73.176]
SMTP - 25	220 vale.digitalgenus.com ESMTP
HTTP - 80	HTTP/1.1 301 Moved Permanently
Date: Thu, 12 Mar 2009 13:50:36 GMT
Server: Apache/2.2.3 (CentOS)
Location: http://gamers.net.nz/gaming/index.html
Connection: close
Content-Type: text/html; charset=iso-8859-1
POP3 - 110	+OK Hello there. <26008.1236865836@localhost.localdomain&gt;
IMAP - 143	* OK [CAPABILITY IMAP4rev1 UIDPLUS CHILDREN NAMESPACE THREAD=ORDEREDSUBJECT THREAD=REFERENCES SORT QUOTA IDLE ACL ACL2=UNION STARTTLS] Courier-IMAP ready. Copyright 1998-2004 Double Precision, Inc.  See COPYING for distribution information.
* BYE Disconnected for inactivity.

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8 years 6 months ago #2703 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
Not fully tracked things down but its basically looking like a standard webserver, probably a managed server leased to a reseller running the web management control panel Plesk by a company called parallels. Its the most popular web admin control system for windows web servers.

Basically its running plesk with the game server addon module which lets you set up individual instances of BF2142, Counterstrike etc. Which looks exactly like your host is doing, lots of server instances running on one machine.

Unless I miss something here then theres nothing special here you couldnt do yourselves, you could lease any Plesk webserver direct and set up your own game server, and not have to share it with anyone, or alternatively lease out servers of your own, from what you say theres not a lot doing that in your region, seems like a nice little niche.

I have used plesk myself on a couple of servers, not the gameserver module specifically but I know my way around it pretty good. I myself have had my own managed webservers for 7 years now. I could easily help or offer advice.

Another way you could do it is by getting a whm/cpanel server like mine and use CPGS :

http://cpgs.cpanel.net/

The only issue I'm aware of is ranked/unranked server, I think for ranked you need to talk to EA about licence, unranked you can do for gratis.

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8 years 6 months ago #2704 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
P.S. the reason their support is ship is probably caused by them referring support requests on to the host leasing them the server and the additional delays it causes relaying everything via the middlemen.

I hope you dont mind, I opened a thread at the best place on the internet to find companies, deals and advice, most people in the hosting biz congregate on this site :

http://www.webhostingtalk.com/showthread.php?p=5608998&posted=1#post5608998

Hoping it might shake out a few options for you.

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8 years 6 months ago #2716 by S.A.F GOATKILLER?
S.A.F GOATKILLER? replied the topic: Re: Gamers.Net - Poor service and Unprofessional
very informative IBOT good to know, yes it would seem like the middle man scimming the cream and taking our money and doing ship for it....

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8 years 6 months ago #2722 by S.A.F M3RRiK
S.A.F M3RRiK replied the topic: Re: Gamers.Net - Poor service and Unprofessional
Are you tacking the game server or the forum host? They are different machines. As I said in Live Chat last night this option is our only option for ranked server within NZ unless we could get Orcon to allow us to host there (very doubtful).

Hosting offshore would only be an option if our connection out of NZ was better and our pings didn't jump up by 200ms.

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8 years 6 months ago #2727 by S.A.F Action2
S.A.F Action2 replied the topic: Re: Gamers.Net - Poor service and Unprofessional
Both - Im commenting on the provider of both services.

By the way - they didnt bother to respond to my email asking them to refund 2 days for the downtime.

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8 years 6 months ago #2731 by CrazyForshaw
CrazyForshaw replied the topic: Re: Gamers.Net - Poor service and Unprofessional

By the way - they didnt bother to respond to my email asking them to refund 2 days for the downtime.


*sigh*.... if you look at the Terms and Conditions on the Gamers.net site I think we may be out of luck...

Faults, Downtime and Errors

The User accepts that there may occasionally be problems with computers and telecommunication systems. Consequently the User accepts that there may be periods of downtime, relating to the Services and/or Web Site, in which the User cannot access these. However, Gamers Net NZ will maintain reasonable effort to minimize these periods. The User accepts that in such cases of downtime, they will have no claim of breach of contract. When possible Gamers Net NZ will notify the User of predicted downtime and/or scheduled downtime for upgrades, updates, etc.

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8 years 6 months ago #2736 by Althizor
Althizor replied the topic: Re: Gamers.Net - Poor service and Unprofessional
yes you could get orcon to house a server but it would be unranked as only EA approved game server suppliers can have ranked servers and there's only a limited number of those worldwide and i think no more being accepted

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8 years 6 months ago #2737 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
I was checking out the game server, it does seem your choices of gameservers in NZ are limited. The one youre using seems to be a single server someone is using to host everything off of, not normally a bad thing as long as the machine is overstretched beyond its limits, which is what it looks like your host is doing. I cant be 100% certain but I'd be fairly sure its whats known as a reseller managed server.

There are however a few companies who have servers in their own datacenters there in NZ who provide either full managed servers to lease or VPS servers which could be a cheaper option. You could then take one of those servers and modify it to a game server without too much difficulty, it might end up your only option if you want to keep it local.

If you spot any good gamee hosts in AUS, why not contact them and ask them if they have a test box you can ping and download from to check speed, ping etc. Hypernia in Sydney has been recommended to me.

To get a general idea of comms speed try http://www.speedtest.net/ from your location to the locations on offer in AUS, should give you a fair idea of the comm speed between countries.

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8 years 6 months ago #2759 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
WELL FOOKMI

Excuse the outburst. I just checked my whm/cpanel server, CPGS is now an installable module, several clicks and its done. I just installed it on my server stupidly easily.

I'm now testing setting up a 48 slot gameserver, if it goes smoothly I'll post back the details if you would like to help me test.

If that goes smoothly then I'll find out whats involved with getting the server ranked with EA.

Its early stages but if it all goes to plan I'm telling you you will not need a gameserver company, just a whm/cpanel based server of which I have no doubt there are plenty in NZ, then you could do this for yourselves.

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8 years 6 months ago #2771 by S.A.F I-Robot
S.A.F I-Robot replied the topic: Re: Gamers.Net - Poor service and Unprofessional
erse, got it all working to find it only supports clients up to patch 1.40 :(

1 down 3 more to investigate.

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