[cobalt-users] Alcom Colocate - Alcom Colocation Nightmare

["T" <hill@xxxxxxxxxxxxxxx>]

At first maybe Alcom prices and services look good, but I fully understand
Sally's posting (below mine).

The service had been on and off since joining a little while ago, then a
week ago today it went down, I rang them Monday they told me nothing except
they were installing a UPS, which they had told me some months earlier! They
said it would be back on later that day. It wasn't. Then they told me, and
this is after call after call, that it was more than that. I eventually
found out they had fried my RAQ Power Supply, then they told me the Hard
Disc was damaged, they had a spike they what should I do I said and one Guy
said call the LEB (London Electricity Board), and more... it just continues.
They also opened my RAQ without even checking with me first, they told me it
was their RAQ when it was mine! Now they won't replace my RAQ with a new one
so I can get the hell out of there. Cobalt should not be dealing with these
guys!

I have found them arrogant, rude, incompetent and their service poor.

If there are any happy Alcom customers it is only a matter of time. You
choose.


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sally@xxxxxxxxxxxxx sally@xxxxxxxxxxxxx
Fri, 07 Jul 2000 11:13:18 +0000
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Just thought I'd add what I know from experience - it might save some of you
from the same trouble:

I colocated with Alcom when we first set up and within a month I had
experienced more downtime than I care to remember, and the lousiest customer
support I've ever dealt with.

At one point there was a power cut (so much for their UPS backup). Having
left me and my customers in the dark for around 4 days as to the reason for
the outtage,  I was told that the cut had fried my hard drive - or, in their
terms, "sorry mate - your hard drive's shagged."  Very professional.
They took absolutely no responsibility.  Thankfully at that point we were
still in the testing stage, with only our own and friend's sites at peril,
but I cancelled my account the next day.

To top it off - I found out that they'd tried to run one month's extra
payment through my bank account the day I left, even though I left with 3
weeks credit, (which I'd actually told them to forget about refunding, in an
effort to ensure the safe return of my RaQ!).

We switched to WebFusion and I have absolutely no complaints at all - they
are fast and helpful when you call them and they give honest answers.
Best of all, we've had 100% uptime with them since we joined in March.
Ironically, the only reaosn we didn't consider using them initially was that
they're £50 a month and I figured they'd be terrible at that price!  You
only get 5GB bandwidth with that, but extra is dirt cheap (2p /mb), and at
least you're only paying for what you use.

Anyway, that's just my experience - maybe Alcom hired some polite new people
and fixed their network.