X4B Arvostelua 9

X4B has been one of the most disappointing experiences I’ve had with a DDoS protection provider. The latency through their Sydney network has been consistently high, adding 25–35 ms of unnecessary delay compared to direct routes. For a service marketed as a “low-latency” solution, this is completely unacceptable, especially when every millisecond counts for gaming servers. Even worse is their support. Responses are slow, dismissive, and they often avoid directly addressing your issue. When you provide detailed traceroutes and data, they simply deflect or tell you to “include the route” rather than actually investigating the problem. There’s no accountability, no transparency about routing changes, and no sign of genuine troubleshooting effort. Their GRE-based setup is also fragile. Any minor network change or reboot causes downtime, and re-establishing the tunnel can take hours. Documentation is minimal and outdated, and you’re basically on your own to get things working reliably. After dealing with repeated latency issues, poor communication, and an overall lack of professionalism, I can’t recommend X4B to anyone running a serious operation. For the price they charge, you’d expect stable routing and competent support, but you get neither.

Support is immature and linked me a google search after asking about a status on the dashboard, and suspended my service for "Overage" when we aren't over our bandwidth commit.

We are really Happy with the Network Protection Service from X4B, we get really complex attacks that are hardly mitigated by other solutions since they imitate almost real traffic (L7 application floods)

X4B was the only provider that was able to absorb the sheer volumen of traffic and see beyond the complexity and mitigate them for us

Awesome service. Not dealt much with support, which seems to be the common complaint. The couple support tickets I have opened were always resolve with little fuss.

Recently I did asked for Vietnamese language translations for error pages, I provided the translations and these were added 🙂 nice

If you work with these people in a good way you will get good results.

X4B have a borderline illegal refund policy ("NO REFUNDS"). I cancelled my service and had $15 of unused credit in my account. I asked kindly if they could transfer the credit back to my paypal to be met with a blunt "no" from Mathew H who then promptly closed my ticket. As they were so rude about it, i decided to raise a dispute with paypal, as it doesn't matter what their "policy" says, the law is the law and UK consumer rights are on my side in this case. I swiftly got a refund for $10 of the $15 i was owed, after pointing out i had raised this dispute but was then called a fraud!

The tunnel provided by X4B regularly goes down, and must be reinitialised by rerunning the tunnel script they give you. I don't know why it goes down, but this was the main reason i decided not to use them any more, the service must be reliable and stable, it was not.

In short, unless you want to be accused of being a scammer, refused refunds that your local laws say you are entitled to (which you are entitled to in most of the western world i might add) and you want to experience the most unfriendly customer support ever, don't bother.

The most RUDE customer service you have EVER seen!

Pasting part of support answer below:

That's not to say a low spec, poorly configured or buggy application could not die under a relatively low rate if traffic. But that's a troubleshooting matter for you.

Regards,
Mathew H
Lead Engineer

Really rude customer support not recommended. And the packeges are not explained well, also performace for big servers are iffy at best

The service itself is fine other than random performance problems every week that they won't fix even if you point it out to them.
But here's the deal-breaker, the support is exceptionally rude & bad most of the time.

x4b customer service code:
Rule #1: customer is always wrong.
Rule #2: Whenever something bad happens, tell customer it's their own fault. Diminish them as most as possible.
Rule #3: Don't ever appologize whatever happens.
Rule #4: Let things live their life. If it's something bad, refer to Rule#2. Take credit for the rest.
Rule #5: Be rude. We don't want customer to contact us twice.

Apart from that, there are holes in their solution. Like big, big holes. They just stop volumetric attacks, and nothing else.

If they ever reply to this review, you'll see how they react. No appology, and try to make me the fool who knows nothing.