Dear customers located on nodes 21-24,

It has come to our attention that there has been a rare hardware failure affecting some vps clients and attached backups for few affected vps customers on the nodes above. We are in the process of recreating those accounts that were affected and resending welcome emails with all login information. Please be assured that not every vps is affected by this failure and we’re still trying to recover data as much as possible.

This was very rare scenario, we truly apologize and we’re trying everything to recover all customers’ affected, and re-creating affected customer vps asap. We are significantly improving our reporting and redundancy infrastructure to ensure that it does not happen again and we sincerely apologize for the inconvenience to our affected customers.

As compensation, we are giving 3 months free service to all those affected by this failure, please email billing@hostv.com to receive this free 3 months credit. If you have any questions about your account please contact us at billing@hostv.com and we will be happy to assist you. Again we truly apologize for this incident and we’ll do everything to help customers restore data to fullest along with improving our existing backup infrastructure to make sure there is more redundancy.

If there are further updates we will update in this thread. Alternatively if you wish for full refund of your VPS instead of free 3 months credit, please contact us as well via billing@hostv.com, we’ll do refund on last month or full credit if you wish to cancel. We hope you will stay and continue to be part of the HostV family!

(PS: If you’d like to speak with us on the phone, please email billing with callback # or call us directly, tomorrow is Sunday so we’ll be a bit under-staffed but we’ll do our best to call you)

Thank you again for choosing HostV
HostV Michelle

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Hello,

As of right now we are unsure of the data loss as the support team is still effortlessly trying to recover backups from the affected harddrives. We are unsure at this time how long it may take to complete this process as it is very tedious. If you have any local backups you can login to your vps and restore them and any data we can recover we will contact you about, we will not overwrite anything without your consent first.

I have flagged this for management to process your refund, and they will respond as soon as possible. Please note that replying to this ticket will move your request to the bottom of the queue.
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Regards,
CirtexHosting – Michelle
Customer Service Representative
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