Hi there, as some untrue news is making its way about this case: There was a notice of termination via email with a deadline in accordance with our T&C, on 30 October 2024. Our team has already been in contact with this customer several times and we also have the transmission protocol of the communication. You can all rest assured that we do not close accounts randomly. There is always a specific and legitimate reason for doing so, such as abuse of our services, not following our terms and conditions, etc. So please make sure you comply with our T&C: https://www.hetzner.com/legal/terms-and-conditions/. --Katie, Hetzner Online
"Hetzner decided to cancel our account and terminate all servers"
301–310 of 401 posts
Re: "Hetzner decided to cancel our account and terminate all servers"
#302Earlier quoted context omitted.
I have spent most of my career in newspaper publishing and banking. A newspaper that doesn't publish for a few days might recover. A bank that drops off the Swift network for days isn't a bank any more.
Russia and Iran would like to have a few words with you. Banks regularly close for multiple days for bank holidays. Unscheduled downtime is a somewhat different story, though. Luckily, the traditional SWIFT/banking infrastructure is so negligible these days, my phone can host a classic banking infrastructure for an entire small country.
This is a nonsense response.
A bank exists not as an isolated entitity, but as a node in a local, regional and global network of transactions.
Your phone as a “classic banking infrastructure” (nonsense phrase) can’t do credit card acquiring or realtime transactions because it’s not connected to the payment rails, transaction switches and so on (like SWIFT but all of the other less global ones run by central banks and private entities).
In developed societies, instant settlement for bank-bank transfers is the norm, and cash flow is dependent on that.
Russia and Iran pay about 2-5% for above-board (non-sanctioned) cross border transactions due to their extra costs of not being in SWIFT and USD sanctions, and between 20-50% where physical middle-people are needed to move pallets of USD.
Re: "Hetzner decided to cancel our account and terminate all servers"
#303Hang on, Hetzner literally deleted all their data without warning? That’s actually insane and business killing. Both for Hetzner’s reputation and potentially for their customer.
This happens literally all the time with Hetzner, I can't tell you how many times I've heard some variation of this story (or seen it here on HN), but they're cheap, and most people aren't going to find the people complaining online about it even if they do actually try to find out more about the company, so I'm afraid it hasn't hurt them much.
> This happens literally all the time with Hetzner
[citation needed]. Even when they shut down Russian customers they gave advance warning. This is the first time I have heard of service being shut off (and data deleted) without any warning.
Re: "Hetzner decided to cancel our account and terminate all servers"
#304Unsuprising. The crypto validators in the past were the canaries in the coal mine for Hetzner and almost no-one cared when they were cancelled off of Hetzner. Now they terminated your servers and the same has happened to them. After all, Hetzner is now priotizing shareholder value and is removing smaller customers wasting their compute resources.
Hi there, We are a privately owned company, and do not have shareholders. --Katie, Hetzner Online
Re: "Hetzner decided to cancel our account and terminate all servers"
#305The biggest issue I have had with Hetzner was with a dedicated server. I was constantly (3 times or more a week) getting abuse messages about my MAC address not being correct: """" We have detected that your server is using different MAC addresses from those allowed by your Robot account. Please take all necessary measures to avoid this in the future and to solve the issue. We also request that you send a short respo…
I don't get why they needed to bother you about this at all.
Every half decent switch made in the last 25 years can be configured to allowlist MAC addresses. Either that, or dropping customers onto their own VLANs is the standard way of managing this.
Re: "Hetzner decided to cancel our account and terminate all servers"
#306How much of this is Hetzner's fault really vs the EU and their Digital Services "think of the children" Act which presumably makes hosting providers act in ways I'm sure were largely predicted while it was being drafted?
Re: "Hetzner decided to cancel our account and terminate all servers"
#307Hi there, as some untrue news is making its way about this case: There was a notice of termination via email with a deadline in accordance with our T&C, on 30 October 2024. Our team has already been in contact with this customer several times and we also have the transmission protocol of the communication. You can all rest assured that we do not close accounts randomly. There is always a specific and legitimate reaso…
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Re: "Hetzner decided to cancel our account and terminate all servers"
#308Hi there, as some untrue news is making its way about this case: There was a notice of termination via email with a deadline in accordance with our T&C, on 30 October 2024. Our team has already been in contact with this customer several times and we also have the transmission protocol of the communication. You can all rest assured that we do not close accounts randomly. There is always a specific and legitimate reaso…
Could we get some more information on the matter?
Over the past years there have been numerous people online which have claimed that Hetzner closes accounts without giving a reason. I'm sure most of those claims intentionally omit some details to make it look like they didn't infringe the T&C.
However as a Hetzner customer (a small one, to be fair), I'd still like to know that those complaints are baseless, and that I can still trust your company.
Re: "Hetzner decided to cancel our account and terminate all servers"
#309Hi there, as some untrue news is making its way about this case: There was a notice of termination via email with a deadline in accordance with our T&C, on 30 October 2024. Our team has already been in contact with this customer several times and we also have the transmission protocol of the communication. You can all rest assured that we do not close accounts randomly. There is always a specific and legitimate reaso…
Hey Katie happy to hear from you. I'm glad you can finally document the communication (and not just when people start making noise on the internets). You should have our address but just in case it's been, uh, misplaced, please forward your email dated 30 October to contact @ kiwix.org
This below is where we got started - the ref number should make it easy for you to sort: > Procedure: L0020649F > Person: [redacted] / Kiwix > Cause: Hello, > > Starting this morning (December 1st at 00:00 UTC), our servers went down. > We received zero email nor notification of any kind from you. > Looking for a way to contact you, I looked into this Unlock tab that list an incident > that matches the time the problem started. > > It's been close to (12) hours already, without a single message from you. Our services > are down. > > In the Robot dashboard, there is no server listed. In the Traffic statistics page, it > says we have no IP. > In the Cloud dashboard, we cant even enter, it says Access Denied. > > What's going on? The billing page is reachable and it indicates we paid all our > invoices and the next one is to come in 5 days. So it's not a payment issue. > > I checked > https://docs.hetzner.com/robot/dedicated-server/troubleshoot... > > I am not sure if we're locked because the traceroute does not lead to > blocked.hetzner.com > Because the server is not listed, we cant use the whitelist or any other tool. > > Please restore the service immediately. > Please let us know what kind of issue there is if there is one. > > Only restoring SX65 #2453510 (135.181.224.247) is urgent. The two cloud ones can be > sorted out later.
We got two more emails from Hetzner the day after that (Monday 2) but none addressing the root issue. Our account access had been locked by then anyway so we had to call up Germany; you should be able to document that as well.
Not sure HN is the best place to compare notes but hey, happy to meet you where you feel comfortable responding.
Re: "Hetzner decided to cancel our account and terminate all servers"
#310Hi there, as some untrue news is making its way about this case: There was a notice of termination via email with a deadline in accordance with our T&C, on 30 October 2024. Our team has already been in contact with this customer several times and we also have the transmission protocol of the communication. You can all rest assured that we do not close accounts randomly. There is always a specific and legitimate reaso…
Could we get some more information on the matter? Over the past years there have been numerous people online which have claimed that Hetzner closes accounts without giving a reason. I'm sure most of those claims intentionally omit some details to make it look like they didn't infringe the T&C. However as a Hetzner customer (a small one, to be fair), I'd still like to know that those complaints are baseless, and that…
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