A 14-day total blackout in NL. Got my data and refund back, but support transparency is abysmal
I want to leave a honest review of my B2B experience with AlexHost (specifically their Netherlands location, VPS 132.243.166.183).
The Good:
The data survived. After a catastrophic 14-day total blackout, the server came back online exactly as it was. Our databases, configs, and file archives were 100% intact.
They honored the refund. When I formally declined their "30-day service extension" offer and demanded a refund for the ruined June billing cycle, they transferred the $18.00 back to my credit card without forcing me to initiate a bank chargeback.
The Bad (The Outage & Incident Handling):
On June 2nd, 2026, the entire Netherlands node went completely dead. Not just our VPS, but the AlexHost client billing panel for NL as well. The downtime lasted 14 continuous days (until June 15th).
While upstream Tier-1/datacenter incidents happen to any provider, AlexHost’s crisis management proved they are not ready for serious business clients:
Zero proactive transparency: There was no public incident URL, no status page, and no broadcast emails. You had to manually ping your ticket every 48 hours just to get a copy-pasted "We are working on it, no ETA" template.
Contradictory Tier-1 support: In the middle of the outage, staff member A wrote to me: "Your data is safe, fully intact and secure". Literally the next morning, staff member B replied: "We currently have no access to the data in the Netherlands, access is restricted". For a client running live databases, this level of internal contradiction causes immense, unnecessary panic.
However, do not host single-node production databases or critical B2B apps here. If an upstream provider cuts their uplink or the rack gets locked, their Tier-1 support will put you in a dark room with automated templates for two weeks while your business burns. Credit to them for not acting like scammers at the very end, but the stress wasn't worth the savings.
Antwort von AlexHost
Hello, dear Bodre.
We understand that your experience with us and with Alexhost Netherlands Location wasn't entirely good.
Let me clarify some points (this is public information):
1) Alexhost didn't had any fault in the outage or incidente, this was related with servers being seized from our old Partner MIRHosting. You can read in the news. We used the datacenter and Racks where MIRHosting was.
2) Alexhost acted in the background, always. This is not an excuse. We worked hard to restore it as fast possible. But the issue is, we got our racks without any power / energy. They cutted off our power and didn't allowed us to restore the power, where the backups and the servers are. Also we got issues to move the servers from the datacenter.
3) Your data and other data as you can see is fully intact. This means that Alexhost does backups of customers, but customers also need to do their own backups in Unmanaged services. We promised that the backups are intact and all data are safe. This is the truth and it proved that is real.
4) Your Contradictory argue is correct. We didn't had access to the data in the Netherlands for several days. We forced, we asked them .We did everything we can to restore. Since that also impact us and our customers.
5) The information about the incident from both parts was empty, without explanation, without reason and without any ETA from the Datacenter and MIRHosting regarding our servers for several days. For that reason we couldn't gave an date or ETA.
The good news: we moved to other datacenter where we have our own racks, independent and directly with Datacenter, no intermediaries like MIRHosting in this time. Now all servers of Netherlands are in new Datacenter and we are connected DIRECTLY with the Datacenter.
Regarding the proactive transparency: We published it on our Telegram and social media, you can check here:
https://t.me/c/2464904252/810 (First Update)
https://t.me/c/2464904252/816 (Update 2)
All history of incident explained here:
https://t.me/AlexHost/437 (check this please)
We offered two solutions even when Netherlands was offline. Replacement of server with Moldova VPS for temporary or REFUND.
We also offered recently 7 days backup for FREE in Moldova VPS to transfer, move your data to Netherlands VPS. And we also gave to ALL customers in Netherlands that was seriously impacted, 4 weeks additional for FREE without any charge. We added a compensation for them.
If you still with us, please open a ticket support and we will provide it for you. All details are provided here.
We're sorry, but this wasn't our fault at all. We did our best, we showed that we do backups of our customers. You might be right in some points, but unfortunately there are things we can't control or prevent at 100%.
Contact us if you want a compensation or if you still with us, we will check:
Ticket: https://bill.alexhost.com/tickets/new/
Telegram: @alexhost_on
Best Regards,
Alexhost