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OneProvider.com からの回答

2024年4月2日

Hello Kevin,

Thank you for taking the time to leave your honest review.
Is this regarding a new ticket?
We are aware of the issue in question and have been in continuous contact with you.
From my understanding, your ticket was put to the attention of a support manager and is flagged as priority to make sure you get the support you need and that you get every update on time.
A manager has also been communicating with you via email to help get you every available support possible.

If we're missing something or there is another ticket we haven't paid attention to, please update this review with the number or let us know via the existing ticket that is open. You can also send us an email and we will jump on that right away.

Regarding the existing ticket, we're doing all that we can to help you and discussions are still ongoing with the data centre to see what we can do for you.

Thank you kindly and wishing you a wonderful day,

OneProvider.com からの回答

2024年4月2日

Hello Amit,

Thank you for taking the time to write us a review and I'm sorry this was your experience. Let's see what we can do to fix this.

Services are normally terminated when there is a delayed payment but prior to this, customers are notified via email.
I'm not sure what happened here and would like to investigate and hopefully make it up to you.
Could you update your review with your ticket number or the email on the account?
Unfortunately, I could not find you with your name or email associated to your TP review.

That said, I'd like to emphasize that all our customers can reach us via email at info@oneprovider.com. There is also a contact form you can fill out directly on our website which you can find directly in the contact us menu. Furthermore, our social media platforms are available to all as another means of contact.
Anything and everything to keep us connected.

I'm looking forward to hearing back from you and wish you a wonderful day,

Kindest Regards

OneProvider.com からの回答

2024年3月22日

Hello Viska,

We're sorry to hear about the trouble you've experienced with the suspension of your servers. We understand your frustration and want to clarify our actions.

IPTV is a highly regulated area, and as a company, we're obligated to ensure that our servers aren't being used for illegal activities like IPTV streaming. We have stringent protocols in place, and any indication of IPTV-related activity prompts thorough investigation due to the significant fines and penalties we face if found non-compliant.

We want to emphasize that we also rely on partnerships with data centers for server hosting. These data centers are our trusted partners, and we work closely together to provide services to our customers. Although we have strong collaborations, it's important to note that we don't "control" their operations.

We're more than willing to review your case again. We have a dedicated department that thoroughly verifies such instances, and we can reevaluate your situation to ensure the decision was made based on accurate information.

Could you please provide your ticket number so we can look into it further? Your feedback is important to us, and we're committed to resolving this issue.

Thanks for your understanding and kindest regards,

OneProvider.com からの回答

2024年3月20日

Cher Farzin,

Nous sommes sincèrement désolés des inconvénients que vous avez rencontrés récemment. Nous comprenons parfaitement votre frustration et nous tenons à nous excuser pour tout désagrément causé par la période de maintenance prolongée que nous avons subie.

Nous tenons à clarifier certains points mentionnés dans votre critique. Bien que notre service soit effectivement hors ligne pendant plus de trois jours en raison d'un problème de maintenance, nous avions pris des mesures pour communiquer efficacement avec nos clients tout au long de cet incident. Nous avons été très actifs sur nos courriels et nous avons publié plusieurs mises à jour sur l'ensemble de nos plateformes de médias sociaux pour vous tenir informé de la situation.

De plus, nous avons envoyé 2 déclarations officielles par courriel a tout nos clients avec un rapport complet et une explication détaillée de ce qui s'est passé. Ces déclarations ont été publiées sur le pannel et notre site web une fois que nous sommes revenus en ligne. Vous pouvez toujours trouver le lien vers la déclaration en visitant www.oneprovider.com. Il est à l'intérieur de la bannière en haut de la page.

Nous comprenons l'importance de la transparence et nous avons tout mis en œuvre pour fournir des informations complètes à nos clients concernant la situation. Les compensations sont analysées au cas par cas et nous créditons activement les comptes pour tout temps perdu.

Pouvez-vous me fournir le numéro de votre ticket afin que nous puissions examiner la situation plus en détail?

Nous vous présentons nos excuses sincères pour l'indisponibilité et les conséquences que cela a pu avoir sur vos opérations. Nous comprenons votre frustration et nous nous engageons à améliorer nos services afin de minimiser les perturbations et les inconvénients futurs. La satisfaction de nos clients est notre priorité absolue.

Cordialement,

OneProvider.com からの回答

2024年3月16日

Hello Junhua,

Your frustration is understandable and we are incredibly sorry for the frustration and inconveniences caused to you and your operations during this time.

We're working tirelessly to recover from this and will be issuing an official detailed email statement very soon which will bring you and all our customers much needed clarity.

As of right now, the latest update from our technicians is that we have made significant progress and should resume operations in the next few hours today.

Again, we are truly sorry and grateful for your incredible patience and continued support.

OneProvider.com からの回答

2024年3月13日

Dear Akif,

We sincerely apologize for any inconvenience you've experienced with our support services. We value your feedback and take your concerns very seriously.

Upon reviewing your account, we couldn't locate any open tickets related to the installation of Xui One on your server.
Our records show that the only ticket associated with your name and email address was closed on February 16th, and it pertained to a different issue. Unfortunately, it was closed due to a lack of response from your end.

To better assist you, could you please provide us with the ticket number or any additional information regarding your inquiry?
We are committed to resolving your concerns and ensuring your satisfaction with our services.

Once again, we apologize for any inconvenience this may have caused, and we look forward to hearing back from you.

Kind regards,

OneProvider.com からの回答

2024年3月11日 に更新

Dear Giovanni,

We hope this message finds you well.
We appreciate your feedback and take your concerns very seriously. Therefore, we would like to firmly address the issue you raised in your review.

At OneProvider, we prioritize the security and privacy of our customers. We understand that the verification process may seem intrusive, but it is the first step in safeguarding both our clients and our services. Our commitment to maintaining a secure environment is clearly outlined in our Terms of Service, which you can review here at https://oneprovider.com/about-us/terms-of-service#verification.

We would like to emphasize that the information requested during the verification process, including a selfie with your driver's license and credit card, is solely for the purpose of validating your account and preventing any potential fraudulent activities.

Online transactions are notorious for fraudulent activity and you may be surprised to know how often customers who want to purchase our services, for illegal activity or spam, use another's person's identity and or credit card for the transaction.
For their safety, as well as our own, we take these vigorous steps.
Rest assured that we adhere to strict regulations and legal obligations to ensure the safety and integrity of our platform.

We recognize your concerns about the misuse of personal information, and we want to assure you that your data provided to us is handled with the utmost care.
It is never used for any purposes beyond the initial verification step.
We believe these measures are essential for the safety of our customers and the integrity of our services.

We kindly ask for your reconsideration of the accusatory nature of your review, as it can be perceived as defamatory. We take our reputation seriously and are committed to resolving any concerns you may have. If you have further questions please contact us via email through the form provided at https://oneprovider.com/contact.

Thank you for your understanding, and we look forward to addressing any additional concerns or clarifications you may have.

Kindest Regards,

OneProvider.com からの回答

2024年3月4日

Dear Xu,

Thank you so much for taking the time to leave us a 5 star review!
Your satisfaction is our priority and if there is anything specific you enjoyed or if you have any suggestions for improvement, feel free to share it with us.
We're here for you!

Thank you again for your support, and we look forward to serving you even better in the future!

Kindest Regards ,

OneProvider.com からの回答

2024年3月4日

Dear Matthias,

Thank you so much for your 5 star review!
We're thrilled to hear that you're pleased with our service, especially the pricing and server stability in Paris.
It's fantastic to know that your experience has been consistently reliable over the past year.

We appreciate your trust in us, and if there's anything you need or if you have any feedback to share, please don't hesitate to reach out to us.

We're here to ensure your continued satisfaction.
Thank you again for choosing us and taking the time to share your positive experience.

Warm Regards,

OneProvider.com からの回答

2024年3月4日

Dear Evgeniy,

Thank you kindly for your great 5 star review!
We're so happy to hear that our support team's efforts have not gone unnoticed. We do our best to provide quick and efficient serviced to all our valued customers, and it's truly humbling to know that our dedication is appreciated.

Your words motivate us to continue exceeding expectations and pushing the limits of our assistance. If there's ever anything more we can do to enhance your experience, please don't hesitate to let us know. We're committed to delivering the best service possible.

Once again, thank you for your support and kind words.
Kindest Regards

OneProvider.com からの回答

2024年2月28日

Hello Shanin,

Thank you most kindly for your amazing review!
It means a lot to us that you took the time to do so and it absolutely makes our day knowing that our customers are satisfied with our services.

Please do not hesitate to reach out to us should you need any assistance. We're here for you!

Kindest Regards

OneProvider.com からの回答

2024年2月28日

Dear Robert,

We are thrilled to receive your fantastic 5-star review! It brings us immense joy to know that our seamless interface and diverse range of cloud and dedicated server packages have met your expectations.

Your feedback is incredibly valuable to us, and we appreciate your positive comments about our service. It's customers like you who motivate us to strive for excellence every day.

Regarding your mention of wanting more availability at the locations where you currently have cloud servers, I want to assure you that as we continue to grow, expanding our service availability is a top priority.

We are genuinely grateful for your continued trust and support. It is our pleasure to have you as a valued customer, and we look forward to serving you for a long time. If there's anything specific you'd like to see or any suggestions you have, feel free to let us know – we are here to listen and improve.

Thank you once again for choosing us as your service provider. We are excited about the journey ahead and are honoured to have you with us!

Warm regards,

OneProvider.com からの回答

2024年2月28日

Hello Darius,

I want to express my sincere apologies for the inconvenience and frustration you've experienced with our services. Your feedback is invaluable, and we take matters like these very seriously.

I have personally escalated your concerns to our technical and support teams to thoroughly investigate and address the issues you've raised. I will also be updating this review once I know more.

Regarding your comment about the support team's response time, please note that we operate 24/7 to cater to our global customer base. Our office is located in Montreal, Canada and we have dedicated agents working around the clock to address tickets in the order they are received. If we are not able to respond to you within business hours due to sheer volume and ticket priority, our team will respond to you after hours.

That said, I will personally oversee the resolution of your concerns and provide you with an update. Your satisfaction is our top priority, and we are committed to making things right for you.

Thank you for bringing this to our attention, and please expect a detailed update from me shortly.

Best regards,

OneProvider.com からの回答

2024年2月26日

Olá Marcelo,

Muito obrigado!
Ficamos encantados em saber que está gostando.
Se tiver alguma dúvida ou precisar de mais ajuda, fique à vontade para nos informar.
Agradecemos pelo seu feedback positivo!

Atenciosamente

OneProvider.com からの回答

2024年2月23日 に更新

Dear Tim,

Thank you so very kindly for taking the time to leave us such a great review.
Everyone's feedback means a lot to us and helps us grow but it's no secret that customers, in every industry, are quick to leave a review when things go south, as opposed to leaving one when things go right.

Reviews like yours make our day and make all our hard work worthwhile.
Please do not hesitate to reach out to us should you need any assistance.
We're here for you.

Wishing you a wonderful weekend ahead.

OneProvider.com からの回答

2024年2月23日 に更新

Dear Jahangir,

We acknowledge your dissatisfaction, and we've thoroughly investigated your case based on the provided information. After reviewing your ticket, we want to provide additional context to address your concerns.

It's evident from our records that the server you purchased was incompatible with the operating system you wanted to use. We made it clear that the chosen server couldn't support your requirements and offered a solution – either a refund or the option to select a different server. However, we couldn't guarantee a same-day delivery for the replacement server.

You chose a refund, and we promptly processed it to the same payment method used during the purchase, even though it's worth noting that refund processing times depend on your financial institution and can take up to 7 open days.

We genuinely regret any inconvenience you experienced, and we hope you'll see the refund in your account soon. Refunds are issued immediately on our end, and any delay is beyond our control.

While we appreciate your feedback, we request reconsideration of the term "scammer." We take pride in operating an honest business, prioritizing trust, ethics, and integrity. Defamation is a serious matter, and we want to assure you that our team is committed to resolving issues professionally and transparently.

Your satisfaction is important to us. We hope that, once the refund reflects in your account, you might consider revising or removing your review. If you have any further concerns, we're here to address them.

Thank you for your understanding.

OneProvider.com からの回答

2024年2月23日

Bonjour,

Je tiens à présenter mes excuses pour l'expérience que vous avez vécue avec notre service. Nous regrettons sincèrement les désagréments que vous avez rencontrés et comprenons votre frustration.

Votre cas est pris très au sérieux, et nous utilisons activement votre expérience à des fins de formation interne. La direction surveille de près votre dossier pour nous assurer que de telles situations ne se reproduisent pas.

Nous avons pris des mesures pour rectifier la situation en vous créditant un mois de service et en remboursant les frais liés au ticket "express", comme vous l'avez mentionné. Nous espérons que ces gestes contribueront à réparer en partie les inconvénients que vous avez subis.

Nous comprenons que la durée d'attente pour l'installation a été plus longue que souhaité, et nous vous remercions sincèrement de votre patience. Votre rétroaction est extrêmement précieuse pour nous, et nous sommes déterminés à tirer des leçons de cette situation pour améliorer nos services.

Notre objectif est de vous fournir un service exceptionnel, et nous nous engageons à résoudre votre problème le plus rapidement possible. Nous sommes là pour vous assister et espérons pouvoir regagner votre confiance.

Cordialement,

OneProvider.com からの回答

2024年2月21日

Cześć!

Wow! Nie możemy wystarczająco podziękować za tę niesamowitą recenzję.
Mimo naszych ograniczeń, cieszymy się, że wiemy, że zrobiliśmy wszystko, co w naszej mocy, aby ci pomóc, i że doceniłeś nasze wysiłki.
Jesteśmy również zaszczyceni, że wybierasz nas spośród innych.
To dla nas wiele znaczy.
Mamy nadzieję, że będziemy nadal przekraczać wszystkie Twoje oczekiwania.
Nie wahaj się skontaktować z nami, jeśli będziesz potrzebować pomocy.
Jesteśmy tu dla ciebie.

Miłego dnia!

OneProvider.com からの回答

2024年2月19日

Dear Alvin,

We appreciate your feedback and apologize for any inconvenience you may have experienced.
Our goal is to provide the best service possible, and we regret that your initial experience did not meet your expectations.

As outlined in our Terms of Service, refunds without cause are generally not permitted.
However, we understand that situations may vary, and we are committed to addressing concerns on a case-by-case basis.
We noticed that you submitted a refund request, and we promptly responded to inquire about the reason for cancellation.

Unfortunately, we did not receive a response from you, and it appears you chose to express your dissatisfaction through a negative review.
We genuinely value your feedback, and we would like to understand your specific concerns to see if there is anything we can do to address them.

We kindly request that you update your ticket with the reason for your refund request, or if you prefer, you can provide the information in an update to this review.
Your input is crucial to us, and we want to ensure your experience with our service is positive.

We are here to assist you, and we appreciate the opportunity to resolve any issues you may have encountered.
Thank you for your understanding and cooperation.

Best regards,

OneProvider.com からの回答

2024年2月19日

Dear Gobek,

We appreciate your feedback, and we're sorry to hear about your experience. We'd like to address your concerns and provide further clarification on the situation.

We understand the importance of a timely server installation and apologize if our delivery timeline did not meet your expectations. It's stated in our Terms of Service that the delivery process may take up to 3 open business days, excluding weekends and holidays, and we strive to communicate this clearly to our customers. Unfortunately, it seems you made your purchase on a Friday and requested your refund that Sunday.

We acknowledge that you made your purchase on a Friday and expected an immediate delivery. We want to emphasize that we aim to fulfill orders promptly, but certain factors, including weekends and holidays, can contribute to slight delays in the delivery process.

However, we completely understood your request for a refund, and we processed it promptly. However, due to banking or credit card policies and restrictions, which are beyond our control, the refund may take up to 7 open business day to appear on your end. On our end, we initiate the refund immediately, but the processing time depends on your financial institution.

We regret any inconvenience this may have caused you and would like to work towards a resolution. If there's anything specific we can address or assist you with, please reach out to our support team. We value your business, and your satisfaction is important to us.

Thank you for bringing this to our attention, and we hope the information above was clear and that we given the opportunity to turn your experience around.

Kindest Regards