Luxvps Avis 

Réponse de Luxvps

1 sept. 2026

Hallo Daniel,

vielen Dank für Ihr Feedback. Wir möchten die genannten Punkte gerne richtigstellen und weiterhin eine Lösung anbieten.

Die beschriebene Überlastung des Servers können wir anhand der von Ihnen bereitgestellten Screenshots nicht nachvollziehen: Bei laufenden Terminals lag die CPU-Auslastung bei 6 % (4 vCores) und der Arbeitsspeicher bei 22 % (2,6 von 12 GB) – der Server war zu keinem Zeitpunkt ausgelastet oder gedrosselt. Eine Überforderung des Servers durch ein bis zwei Terminals lässt sich anhand dieser Werte technisch nicht bestätigen.

Der KVM RootServer PRO läuft auf unserer Xeon-V2-Plattform mit geteilten Kernen. MetaTrader arbeitet pro Terminal weitgehend Single-Thread, entscheidend ist also vor allem die Geschwindigkeit eines einzelnen Kerns – und die liegt bei der über zehn Jahre alten Xeon-V2-Architektur naturgemäß niedriger als bei einer modernen Ryzen-Plattform. Das gilt unabhängig von der Anzahl der Terminals oder der Serverauslastung.

Genau das haben wir im Ticket erläutert und ein Upgrade auf eine Ryzen-Plattform inklusive Anrechnung des bestehenden Guthabens angeboten. Auf unsere letzte Rückfrage zur genaueren Eingrenzung des Problems haben wir leider keine Antwort mehr erhalten.

Eine Rückerstattung ist bei bereits bereitgestellten und ausgelieferten Servern gemäß unseren AGB nicht möglich – das gilt einheitlich für alle Kunden. Das kostenlose Anrechnen Ihres Guthabens auf ein passenderes Ryzen-Paket steht Ihnen aber weiterhin offen.

Wir würden uns freuen, wenn Sie im bestehenden Ticket auf uns zurückkommen, damit wir das für Sie lösen können.

Viele Grüße
Mathias / LuxVPS Team

Réponse de Luxvps

29 août 2025

Hi,

Thank you for your review. If you like your service, would you mind changing it to 5 stars?

Réponse de Luxvps

7 juin 2025

Hi,

I’m sorry for the frustration and delay you experienced. Let me clarify what happened:

1. Payment vs. Credit Top-Up
• You added credit to your account (which we had refunded after you asked for it), but that credit isn’t the same as paying the specific service invoice. The credit balance can be used to pay invoices, but does not automatically renew your VM.
• Unfortunately, your VM hit its expiry deadline because Invoice #23076 was never paid, and our system purges expired services after five days. (with multiple warnings)

2. Ticket Response Time
• I see your ticket was marked “High” priority - normally we aim to reply within 2-4 hours, but we dropped the ball here and let it sit too long. I apologize for that.

Your refund has been processed, and I’ve closed the ticket. If there’s anything else you need, please let me know.

—
Mathias

Réponse de Luxvps

Actualisé le 8 févr. 2025

Hello Azamat,

Your service was terminated due to non-payment after multiple email reminders and an additional five-day grace period where your data was still available. You did not pay on time, and as a result, the system automatically removed the service as per our clear terms.

Despite this, we still refunded your payments to ensure you were not charged unnecessarily. Refunds typically take a few business days to process, depending on your bank.

Regarding your claims about a "bug" — our system does not charge for deleted services, nor does it urge users to pay for something that no longer exists. If you received an automated reminder about an old invoice, this does not mean you were charged again.

You were removed from our Discord community because of repeated violations, including false accusations, disrespectful language, and unprofessional behavior towards our team. We maintain a respectful and professional environment for our customers.

Luxvps has been serving customers for nearly 3 years, with hundreds of satisfied clients. We do not engage in fraudulent practices, and we stand by our reputation for transparent policies and customer support.

I'm not alone about Luxvps, but I handle my customers concerns personally yes, with the support of a team to ensure seamless operations if things should go sideways.

We always encourage open and respectful communication. If you require further clarification, feel free to reach out professionally via support channels.

Best regards,
Mathias

Réponse de Luxvps

Actualisé le 25 déc. 2024

Hi Kiasu,

Thank you for updating your feedback. I want to address your concerns and clarify some points for anyone considering Luxvps.

1. Access Policy
At Luxvps, privacy and security are priorities.

Here’s why access is sometimes requested:

When server metrics (CPU, RAM, network) show no issues, delays or performance concerns are often tied to the VPS environment itself.

Access allows me to investigate and resolve the problem faster and more accurately.

Most issues are resolved without access, but in cases like yours, it’s often the most efficient way to pinpoint the root cause without unnecessary server-wide changes.

I understand that other providers may use different approaches, but my method ensures precise troubleshooting while maintaining the stability of all clients’ VPS environments.

2. Refund and VPS Deactivation
You asked: “Could I request a refund for the unused days of the remaining 3-month subscription?” I processed the refund immediately and deactivated your VPS, as the refunded period was tied to its operation.

I recognize that I should have notified you before the deactivation, and for that, I sincerely apologize.

This wasn’t an emotional reaction, as you suggested, but a standard procedural step.

I’ve since updated my processes to ensure all clients are informed beforehand in similar situations.

3. Team and Scalability

While I personally handle customer support to maintain personalized service, I want to emphasize that Luxvps is not a one-man operation.

I have a dedicated team ensuring that our servers run smoothly and efficiently.

Should an emergency occur where I’m unavailable, my team is fully prepared to step in and take over support temporarily.

While this is a last resort, it ensures uninterrupted service and reliability for all clients.

4. Commitment to Professionalism and Service
I strive to run Luxvps with integrity and professionalism.

Your tickets were responded to within 6 hours, well within industry standards, and I made every effort to resolve your issue, even with limited information.

Moving forward, I’ve taken steps to improve communication and clarity, including:

-Notifying clients before account changes like deactivation.
-Enhancing troubleshooting processes to avoid delays or misunderstandings.

5. To Prospective Clients
Luxvps stands for transparency, reliability, and personalized support.

While this review reflects one client’s experience, I invite you to consider:

Uptime: Our servers have maintained +99.2% uptime this year, ensuring stability and performance.

Privacy: Access is requested only when absolutely necessary and is handled securely.

Dedicated Support: I handle your concerns personally, with the support of a team to ensure seamless operations if things should go sideways.

I encourage prospective clients to read feedback from other satisfied customers who trust Luxvps for its reliability and service quality.

Thank you again for your feedback, Kiasu.

I wish you the best with your future hosting provider.

Cheers,
Mathias

Réponse de Luxvps

14 sept. 2024

Thank you for your feedback Mystic.

We apologize for any inconvenience you've experienced.

But I want to clarify that the recent service interruptions were due to a planned migration that began at 11:59 PM CET on September 13, 2024. This migration was necessary to improve our overall service quality and infrastructure.

We made extensive efforts to notify all customers about this scheduled maintenance through multiple channels, including emails, social media posts, forum announcements, Discord messages, and notices on our landing and billing pages.

Most of our services are now back online and functioning normally.

If you're still experiencing any issues, please contact our support team directly. We'd be happy to assist you in resolving any lingering problems.

We appreciate your patience during this upgrade process. Our goal is to provide you with more stable and efficient service going forward.

If you have any questions or concerns, please don't hesitate to reach out to us.

Thank you for choosing our hosting service.
Cheers,
Mathias
CEO & Founder of Luxvps

Réponse de Luxvps

Actualisé le 18 déc. 2024

Hi John,

Thank you for your review. I understand your frustration, and I want to provide a clear explanation and address any misunderstandings.

1. Why Mail Ports Are Blocked by Default:
We block mail ports by default to prevent spam and abuse on our network. This policy protects all customers from potential downtime or issues caused by bad actors.

2. The 5€ Top-Up Explained:
The 5€ payment is not a hidden fee but a credit added to your account. This credit can be used for future services, renewals, or the mail port unlock itself. However, I recognize that our previous communication on this wasn’t as clear as it should have been, and for that, I sincerely apologize.

3. The Confusion in Our Communication:
You referenced a support reply stating that the 5€ was “non-refundable” and would “cover associated administrative costs.” This wording was an error in our response, and I take full responsibility for the confusion. To clarify:
- The 5€ is credited to your account.
- You can use it for future services.

I’ve since reviewed and updated the template we use for these requests to ensure this kind of misunderstanding doesn’t happen again.

4. Transparency and Improvement:
You’re absolutely right that unexpected costs can be frustrating. We’re already working on making this policy more visible and upfront during the ordering process to prevent surprises.

5. Commitment to Resolution:
John, I truly regret that this situation left you feeling dissatisfied. If there are any remaining concerns or unresolved issues, I encourage you to reach out to me directly. I’m committed to ensuring you’re satisfied with our service and will personally oversee any next steps to make things right.

Once again, I apologize for any inconvenience caused and appreciate you bringing this to my attention. We’re always striving to improve, and your feedback helps us do just that.

Thank you for choosing Luxvps, and I hope we can earn back your trust.

Best regards,
Mathias
CEO & Founder
Luxvps

Réponse de Luxvps

19 août 2024

Hey Kevin,

First off, I want to say thanks for sticking with us for these 3 months, and I'm really sorry about all the downtime you've experienced.

You're absolutely right - 92% uptime is not okay, and it's definitely not what we aim for.

I'll be straight with you: we've had some issues with our datacenter provider that have caused more outages than we'd like. It's been a real headache for us, and I know it's been even worse for you and our other customers.

The good news is, we're not just sitting on our hands.

We're actually in the process of moving to a new datacenter.

This move should seriously improve our uptime.

We're aiming to have this done by 14/09/2024.

I'm glad to hear the VPS performance has been good at least.

We do pride ourselves on offering solid hardware, but I know that doesn't make up for the reliability issues.

If you're open to it, I'd love to make this right.

Could you shoot an ticket to our support team? We'd like to offer you some compensation for all the trouble.

Again, I'm really sorry about all this. We're working hard to do better, and I hope you'll give us the chance to prove it.

Thanks for your patience and for bringing this to our attention. It really does help us improve.

Sincerely,
Mathias
Founder & CEO