100tb.com CDN nightmake with customer service

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Posted by perholmes, 09-22-2011, 03:52 AM
Hi, I thought I would post a warning to everyone about 100tb.com's CDN. Their staff are absolutely clueless about it, to the extent of their Level 3 techs being unable to render basic assistance for days. I set up the CDN a month ago, which was a nightmare by itself, because they simply could not set up the origin servers. Ticket after ticket after ticket, the CDN did not pull from the origin servers, and the staff kept washing their hands, saying that it's fine, there's no problem. I had let it rest for a month and went back to it a couple of days ago. Still, CDN is pulling from wrong origin server. Again, ticket after ticket after ticket after ticket, I make one clear demonstration after another, and the staff absolutely ignores everything I write. Her's a sample demonstration: The following file pulls fine from the origin server: http://abc.amazonaws-123456789/files/file.zip But the same file results in a file-not-found when loaded through the CDN: http://cdn.ourdomain.com/files/file.zip Ergo, http://abc.amazonaws-123456789/ CANNOT POSSIBLY be the origin server. It's as simple as that. We have many files on the origin server, so I make every demonstration with a brand new file, to ensure there's no existing cache. But believe it or not, for two days, and ticket after ticket after ticket after ticket, the staff refuses to address it. They just keep referring to index.html loading just fine, besides the fact that the index.html is ALSO pulled from the old origin server. Since the old origin server was also an Amazon S3 bucket under a different account, the staff kept saying that it's pulling from Amazon S3 just fine. Yes, you idiot, but the wrong friggin' bucket. It took me a while to realize this basic idiocy. I've gotten increasingly angry at them over the last several days, resulting in me basically kicking and screaming in the tickets, and I still can't get their attention. They absolutely refuse to address this hard evidence that the CDN is broken. So here's the problem. Obviously they'll one day get it working, once somebody with half a brain accidentally gets assigned to the ticket, and not someone in the Ukraine speaking in broken English. The question is whether it can be trusted. Even though the CDN is operated by Level 3, which I trust, my confidence in 100tb.com as a CDN provider is shattered, probably beyond repair. I have also, through, all of this, gotten the feeling that I'm their VERY FIRST CUSTOMER. They are absolutely clueless about how their CDN works. My recommendation is to run like hell. I think I need to find another CDN. I'm happy to pay more. It's just that even if they get it working and we go live, if it breaks, we have to fight the same mindblowing stupidity for days until our content comes back online. Wow. I mean, wow. Per
Posted by floh, 09-22-2011, 03:42 PM
It is not the first time I've heard that people complains about 100tb. As you said, maybe they have no experience yet. I'm using a Company called Syslipe.com CDN services since April. It was difficult for me to set up the service at the beginning because this service is not easy to manage if you are not experienced. However, their support team helped me with small details extremely necessary to get things done. I hope this helps you! xxx! F.
Posted by LBBV, 09-22-2011, 05:02 PM
I would hazard a guess that it wasn't 100TB's support that was the issue. If 100TB is reselling Level3 CDN, then when you put in a ticket with 100TB, they have to send it to Level3. We used to resell the Level3 CDN and their support was bad AND frustrating. One of my techs would submit a ticket and the response back would look like the Level3 tech didn't even read the ticket! We moved all of our CDN customers and about 4 Gbps of CDN bandwidth to the Edgecast CDN and haven't looked back. Edgecast's CDN performs as well if not better than Level3's and Edgecast's support is pretty good - okay - it's not NationalNet's 5 minute response time support but we normally get a response and correct resolution from them in a couple of hours. -- Bill Last edited by LBBV; 09-22-2011 at 05:05 PM. Reason: typo
Posted by Thomas, 09-22-2011, 08:04 PM
HI Per Could you send me a mail to tom@100tb.com with your details? I will get this sorted out. Rgds
Posted by vmware, 09-22-2011, 09:53 PM
I use EdgeCast CDN for our servers at request from our customers and it's been fantastic! You won't regret switching! They do have very quick response times for our customer's issues! Sometimes they were so quick they caught me off guard !LOL. if any EdgeCast reps are in here...... Keep up the fantastic work!!! ;-)
Posted by ZoliSandor, 09-26-2011, 12:38 PM
Sorry to hear you had such an awful experience with them.

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