*Archived*
= New VPS, Cpanel, "Cannot Read License File". Should I take this as a sign? - TmzVPS =

I signed up to TMZVPS on Sunday at noon. By 2PM, I had a note that my VPS was provisioned and ready. I started setting up WHM and on the last step I received a page that said "Cannot Read License File" and when I checked the IP address on CPanel's site it showed the license had expired 6 days ago

I emailed customer support:
My server is showing an issue with cPanel License Activation. Is there a step I missed? Thank you

Their response: (just 10 minutes later)
Let me forward this to our senior department and you will be updated once the ticket is reviewed by them. Kindly standby

Me, 3 hours later:
Thanks. Should I not stay up longer? I was going to stay up late tonight and get the new machine online. Should I go to sleep?
Them: (10 minutes later)
As mentioned earlier, I have already forwarded this ticket and you will be updated once the ticket is reviewed by them. Also please note that only our support department is available 24/7

Next morning 7AM, a new rep replied:
Unfortunately the automated setup failed to activate the licence. I am currently not in the office and hence do not access to manually create a licence since all of our systems are locked down to IP addresses for security

Your IP will be licensed by tomorrow and you will also get a credit of $5 for this

It's now been 27 hours since I received that note and while we're still within their "by tomorrow" estimate I'm a bit frustrated. The credit is nice but their migration team has already migrated my data over from my old VPS so now I'm sitting here with a blog and 4-6 services that I can't work on because I'm afraid I'm going to lose the data when my new CPanel is up unless I beg them to do another migration

I'm more concerned about this being an inherent issue with the host themselves. This is the 3rd VPS provider I've used and it's kind ofthat they couldn't get a license acquired even the next business day (Monday)

Should I just ask for a refund? I'm not out anything right now except my time

FYI, this is a Managed VPS, not an unmanaged and it's a middle-tier not bottom tier VPS

I asked two hours ago for an update and no response. I know I'm being pushy but I'm 2 days into giving them nearly $200 and don't have a working server

**Update / Resolution
httpwww.webhostingtalk.com/showthread.php?t=1546004
Thank you. I've submitted a new ticket to their Billing / Sales team:

Hi Team. I have a ticket open currently. Please review it. #xxxxxxxx
I've been a customer since Sunday at noon and have yet to have my VPS setup. This is reallyand in web-hosting, response time and issue resolution time is incredibly important

Either setup a new VPS and provision is correctly this time or cancel my account and refund my money

Thank you for your time

I believe there's been complaints like this in the past with licensing as well. Taking that long to update the license is not good - I'd suggest finding a better provider

Unfortunately the automated setup failed to activate the licence. I am currently not in the office and hence do not access to manually create a licence since all of our systems are locked down to IP addresses for security. Your IP will be licensed by tomorrow and you will also get a credit of $5 for this

They actually responded saying that?
I'm quoting it word for word. No BS. Was going to take a screenshot but I didn't want to put ticket numbers in here just in case someone tries to impersonate me

The fact their Tier 3 support guy doesn't have VPN access to their servers when he's at home is really crazy. If I'm working @ home, I'd require VPN access or I wouldn't be working from home

As a current TMZVps customer (going on 2 years now), I have seen them have ups and downs as far as service level and stability. Initially my VPS creation had some hiccups as well which annoyed me as well after using Liquidweb and having amazing service (albeit at 2x the cost)

If you want to get some movement from them you might consider posting this in Webhostingtalk as the owner/CEO is fairly active there and might get things fixed pretty rapidly

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