No response from 1and1

Why is it the 12/01/08 and still there is no response from 1and1.....

Oh hang on, what's this in my inbox:


"Thank you for contacting us.
We understand that you're dedicated server had experienced some
downtime.
As you may or may not know, we are working around the clock on a move to
a new and greatly improved data center. We have been trying to move
into this new data center without any downtime or delays. However, we
know this isn't the case for you. We know that you have been seeing a
number of different issues, including downtime for your server.
We also know that our explanations and apologies only compensate for
your issues so much. This is why I have added one (1) month of free
hosting to your account. You will see this free month of hosting on
your next invoice/statement.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
J***** Q****
Technical Support
1&1 Internet"

1 month compensation? How long was this migration taking?

Inform 1and1 of blog

I have now informed 1and1 of the blog that I am keeping on this poor service they are offering.

My server is still non-responsive - If I reboot it it locks up after 3-4 days.....

"WHY IS IT THE 12TH OF JANUARY AND STILL NO REPLY TO MY EMAILS BELOW….. AS YOU WILL SEE IT HAS BEEN ATLEAST 5 DAYS BEFORE YOUR HAVE RESPONSED, AND BEFORE THAT IT WAS 2 WHOLE WEEKS. THIS FAULT WAS RAISED ON THE 20TH DECEMEBR 2007 AND YOU ARE STILL NOT TAKING IT SERIOUSLY.

I AM SUPPOSED TO HAVE 24/7 SUPPORT WITH HARDWARE SWAPOUT, AND MY SERVER IS STILL UNRESPONSIVE AND YOU HAVE THEREFORE BROKEN THAT CONTRACT.

I ALSO REQUIRE ALL MONIES SPENT ON THIS ACCOUNT BE CREDITED BACK IMMEDIATELY AS I STILL HAVE NOT BEEN ABLE TO USE THIS ACCOUNT…….

I EXPECT SOME SORT OF RESOPNSE TODAY AS THIS IS PATHETIC…..

IF YOU FAIL TO REPOND I WILL BE PUTTING UP A WEBSITE ON THE INTERNET PUBLISHING EVERY EMAIL I HAVE SENT YOU ALONG WITH YOUR POOR RESPONSES AND I WILL ENSURE THAT YOU START LOSING CUSTOMERS TO YOUR COMPETITORS. I WILL ALSO BE INCLUDING A DIARY OF EVENTS WITH EVERY RECORDED TELEPHONE CONVERSATION I HAVE HAD WITH YOUR SUPPORT STAFF……IS IT ANY SURPRISE WHY YOUR STAFF ARE LEAVING AND GOING TO OTHER COMPANIES SUCH AS RACKSPACE????

GET THIS SORTED……………."

Server locks up again

I deliberately reimage the server, and I touch nothing - no new packages, I dont' even logon. I check the login: prompt appears and that is it....

within 48 hours of the supposed hardware test, the server locks up again - again the softlock CPU error appears in the logs:

"My server is still causing problems and locking up.

The logs state that the server stopped responding:

Jan 3 20:27:19 s15278325 kernel: BUG: soft lockup detected on CPU#0!
Jan 3 20:27:19 s15278325 kernel:
Jan 3 20:27:19 s15278325 kernel: Call Trace:
Jan 3 20:27:19 s15278325 kernel: [] softlockup_tick+0xfa/0x120
Jan 3 20:27:19 s15278325 kernel: [] __do_softirq+0x5f/0xd0
Jan 3 20:27:19 s15278325 kernel: [] update_process_times+0x57/0x90
Jan 3 20:27:19 s15278325 kernel: [] smp_local_timer_interrupt+0x34/0x60
Jan 3 20:27:19 s15278325 kernel: [] smp_apic_timer_interrupt+0x59/0x80
Jan 3 20:27:19 s15278325 kernel: [] default_idle+0x0/0x50
Jan 3 20:27:19 s15278325 kernel: [] apic_timer_interrupt+0x66/0x70
Jan 3 20:27:19 s15278325 kernel: [] datagram_poll+0x0/0xf0
Jan 3 20:27:19 s15278325 kernel: [] default_idle+0x29/0x50
Jan 3 20:27:19 s15278325 kernel: [] cpu_idle+0x5c/0x80
Jan 3 20:27:19 s15278325 kernel: [] start_kernel+0x225/0x230
Jan 3 20:27:19 s15278325 kernel: [] _sinittext+0x162/0x170
Jan 3 20:27:19 s15278325 kernel:
Jan 4 06:01:04 s15278325 dhclient: DHCPREQUEST on eth0 to 87.*.*.* port 67
Jan 4 06:01:47 s15278325 last message repeated 3 times

Also according to dmesg:

BUG: soft lockup detected on CPU#0!

Call Trace:
[] softlockup_tick+0xfa/0x120
[] __do_softirq+0x5f/0xd0
[] update_process_times+0x57/0x90
[] smp_local_timer_interrupt+0x34/0x60
[] smp_apic_timer_interrupt+0x59/0x80
[] default_idle+0x0/0x50
[] apic_timer_interrupt+0x66/0x70
[] datagram_poll+0x0/0xf0
[] default_idle+0x29/0x50
[] cpu_idle+0x5c/0x80
[] start_kernel+0x225/0x230
[] _sinittext+0x162/0x170

This server still has a problem and I need this sorted out. I understand that you have ran a full test on the hardware and have found no problems, however as you can see from the logs there is still a problem. I need this rectified – if you do not have the skills to resolve this issue then please escalate it urgently to a senior admin.

Kind regards

Netwarriors"

Logs are sent

1and1 requested that logs on my server be resent to them as they had LOST them. I was also given a heap load of excuses that 1st line support think that rebooting a server is a valid solution for a problem...........

Everyone at 1and1 is ignoring the problem and nobody cares........ Eventually I request that the hardware be tested and and 1and1 request authorisation....

I gave authorisation on 27th Decemebr 2007 and yet the server wasn't checked until 3rd January 2008!!!! Surprise, surpise no faults are found, and yet nobody at 1and1 thinks it is strange that the server has to be rebooted for me to get access...

1and1 also don't think it is strange for the serial console to stop working....

This either means they set very low expectations for their network, of the calibre of people 1and1 employ is incredibly low and of very poor quality....