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Author Topic: Screw you Fragnet.  (Read 5083 times)

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Offline Rebel

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Screw you Fragnet.
« on: August 08, 2016, 07:06:14 PM »
Why I am THIS close to shutting down our DayZ server and waiting for dedicated server files to be released before EVER having another DayZ server.

For the past two days our server has been unlisted in the in-game server lists, doesn't appear in favourites and is listed as DEAD by GameTracker.

Sick of all the hacking, glitching and other crap that we can't (for "can't" read not allowed) do anything about other then kick the player/s involved, I decided to upgrade our server to a 60-slot private shard providing that we could keep the same I.P. that we have at present so that the transition would be as smooth as possible (or so I thought).

So last month I submitted a ticket to Fragnet:

2016/07/15 20:23
Roy Noonan Client
Is it possible to upgrade our current server to a 60-slot and also make it a private master hive AND keep the same I.P. as present: 185.16.85.194:2502


I got the following reply:

2016/07/15 22:47
Brett P Staff
Hello Roy,
Absolutely, we can take care of this for you at any time. The server will remain exactly as it is now, only the slots and server type will change, allowing additional players and greater management options. Would you like for us to go ahead and proceed with the upgrade?

Brett @ Fragnet
Fragnet Networks AB - Game Hosting Solutions


Great! So I waited until the server was due for renewal and replied with the following:

2016/08/06 21:09
Roy Noonan Client
Yes I would like you to do this please. Could you do so tomorrow as that is the renewal date for the server and will make things easier for payments.


They replied:

2016/08/07 00:28
Brett P Staff
Roy,
I have now made the changes via the Billing System and your invoice has been adjusted to reflect the new values and the cost of 118.80£/mo. Please go ahead and pay the invoice will possible and get back with us, where we will go ahead and make the necessary changes to the game server on our end.

Brett @ Fragnet
Fragnet Networks AB - Game Hosting Solutions


So I paid and got back to them:

2016/08/07 16:25
Roy Noonan Client
O.K. It's paid now.


By now I noticed that GameTracker was listing the server as DEAD, Nothing to do with the changes via the Billing System they mentioned above, nah, it must be due to them upgrading.

Less then three hours later they replied to the ticket with:


2016/08/07 19:38
Kristian M. Staff
Hello Roy,
Your server is upgraded to a Private Master with 60 slots.
Please let us know if you need any further assistance from us.

Kind Regards,
Kristian @ Fragnet


Great, lets go and check it out. Wait... It's still listed as DEAD on GameTracker and isn't showing up in the in-game server lists!

Ah! An E-mail from Fragnet, maybe this will explain why.



Subject: Slots changed on 185.16.85.194:2502

Hello Roy Noonan,

The slots for server 185.16.85.194:2502 has been increased to 50. The maximum allowed slots is 30. Please investigate.

Best regards,

Fragnet Networks Team


What!!! Our server IS 50-slots, in fact by now it should be 60, after all they DID tell me "Your server is upgraded to a Private Master with 60 slots."

So I replied to the E-mail:

I have no idea what you are on about! All I know is that our server has
not been listed all day and Gametracker have it listed as a dead server.
We rent and have paid for a 50-slot server from you and have done so
since we upgraded in February this year, see your invoice 526850 dated
23rd June 2016 below:

Invoice #526850

*Invoice Items*
Players Slots: 50 Slots

Due 07/07/2016 and *PAID*


Also I made a reply to the ongoing ticket:

2016/08/07 19:51
Roy Noonan Client

I have no idea what is going on with your company! Our server has been unlisted for the last 24-hours and Gametracker lists it as a dead server.

I have just recieved an e-mail from your company 18:42 titled Slots changed on 185.16.85.194:2502 stating that The slots for server 185.16.85.194:2502 has been increased to 50. The maximum allowed slots is 30. Please investigate.

Since we have bought and paid for a 50-slot server from you, this e-mail makes absolutely no sense and I trust we will get some form of recompense for the time the server has empty and unlisted.
I have today paid £108.80 for an upgrade to a 60-slot Private server and instead we get this cock up.


Then I get another E-mail:

Subject: Private status changed on 185.16.85.194:2502

Hello Roy Noonan,

The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

Best regards,

Fragnet Networks Team


What! Our server IS public. It shouldn't be though! Didn't they say earlier that "Your server is upgraded to a Private Master with 60 slots."

So I didn't bother replying to the E-mail, instead I added my reply to the outstading ticket:

2016/08/07 19:59
Roy Noonan Client

And now I have another e-mail 18:37 from you titled Private status changed on 185.16.85.194:2502 and stating The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

And even though you earlier reply to this ticket states that our server is upgraded to a Private Master with 60 slots it is still unlisted.


They replied with:

2016/08/08 08:14
Brett P Staff

Roy,

I would like to sincerely apologize for how this case has been handled since the upgrade order was processed. Given the recent migration to the new Control Panel, a number of elements have changed in the back-end that affect the way things work, making it vastly different from the previous methods. I feel at this point in time it would be best to perform a reinstall on your server and restore any content data you require such as configurations, persistence, etc. This could be completed in a matter of minutes and allow us to have you back online and running as expected.

If this would be permissible, please do let us know and our team can go ahead and proceed as soon as you provide confirmation.

Brett @ Fragnet
Fragnet Networks AB - Game Hosting Solutions


O.K. So these things happen and this can be completed in just a matter of minutes and will allow us to be back online and up and running as expected. All that remains for me to do is tell them to go ahead. Isn't it???  :-\


2016/08/08 11:58
Roy Noonan Client

What I suspect has happened Bret is that your company has mistaken our server with one called RAW-Multigaming dayz server which is a 30-slot public server. Regardless, the result of this episode is that for two days now we have had a completely empty server thus this has ruined our hope of a smooth transition from public to private and seen our server ranking plummet in the process. We can not put a price on this but hope to see some recompense from your company.

Please reinstall and restore the server.


5 Hours later... I see another Email:

Subject: Private status changed on 185.16.85.194:2502

Hello Roy Noonan,

The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

Best regards,

Fragnet Networks Team


What!

An then another:

Subject: 185.16.85.194:2502 reinstalled

Hello Roy Noonan,

Your DayZ Private Master server has been reinstalled. Here is your game server's information:
IP: 185.16.85.194
Port: 2502
Query Port: 27216
Slots: 60

Best regards,

Fragnet Networks Team


PHEW!

Wait... There's another:

Subject: Private status changed on 185.16.85.194:2502

Hello Roy Noonan,

The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

Best regards,

Fragnet Networks Team


What!  :o

No, There's yet another:

Subject: 185.16.85.194:2502 reinstalled

Hello Roy Noonan,

Your DayZ Private Master server has been reinstalled. Here is your game server's information:
IP: 185.16.85.194
Port: 2502
Query Port: 27216
Slots: 60

Best regards,

Fragnet Networks Team


PHEW?

AND another:

Subject: Private status changed on 185.16.85.194:2502

Hello Roy Noonan,

The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

Best regards,

Fragnet Networks Team


 :-[

Back to the ticket...

2016/08/08 17:15
Roy Noonan Client

Does anyone in your company have any idea what is going on here? I wait all day and nothing, server is still down, then I get more conflicting and garbled e-mails from your company, five in the space of 42 minutes:-

E-mail 15:04 The server 185.16.85.194:2502 has been changed from private to public. Please investigate.
E-mail 15:24 Your DayZ Private Master server has been reinstalled. Here is your game server's information:
E-mail 15:30 The server 185.16.85.194:2502 has been changed from private to public. Please investigate.
E-mail 15:37 Your DayZ Private Master server has been reinstalled. Here is your game server's information:
e-Mail 15:46 The server 185.16.85.194:2502 has been changed from private to public. Please investigate.

Can someone PLEASE sort this sorry mess out.


SO that's why I am THIS close to just shutting the thing down.

Ah! Meanwhile while I am typing the end to this post I get a reply via ticket:

Christoffer C. Staff

Hello Roy,

My apologies for the amount of e-mails you're receiving. We're currently troubleshooting this problem as it is a previously not encountered issue, this is why you're receiving several e-mails under a short timespan.

We're working on fixing this and will of course compensate you for any lost playing-time when the issue has been resolved.

If you require any further assistance, do not hesitate to contact us!

Kind Regards,

Christoffer @ Fragnet

Fragnet Networks AB - Game Hosting Solutions


Yeah right! Watch this space... It's nothing to do with another server called RAW that's just coincidentally has a 30-Slot Public  server, right?

« Last Edit: October 14, 2017, 10:33:46 PM by Rebel »

Offline Paul aka Feb

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Re: Screw you Fragnet.
« Reply #1 on: August 08, 2016, 08:40:11 PM »
Jesus, this is completely insane Roy!

Do you know Franz Kafka ..? He might have thought it!

Offline Sovereign

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Re: Screw you Fragnet.
« Reply #2 on: August 09, 2016, 06:53:27 PM »
Omg, what a mess. Even if they do compensate us it doesn't help with the headache.

Offline tom bombadil

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Re: Screw you Fragnet.
« Reply #3 on: August 10, 2016, 09:24:35 PM »
Yikes.  Sorry you guys are having so many problems with DayZ.  I'm surprised to see you going for the private shard, not that it's a bad thing, but considering the state of affairs with the various "alpha" problems and endless hacker activity, I didn't expect you guys to spring for such an expensive server.

I'm still not sure when I'll have a solution for my lack of reliable high speed internet, so I'm sorry I can't really help contribute.  It's really painful to watch them fumble this issue so badly.

Offline Paul aka Feb

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Re: Screw you Fragnet.
« Reply #4 on: August 10, 2016, 10:54:37 PM »
And now..?