I bought a 75 player package and it did not support even 30 users properly.
It's important to note that the limits that we put on the order page cover both the number of players who can connect and the RAM amount. Customer who run base Minecraft servers, or who use lightweight plugins, can easily fit within the memory limit and run into the player limit first; those who run many heavier-weight plugins will often have the opposite situation, and run out of memory first.
We cover this on the order page and it stems from the nature of having a double-limit. You could think of it something like the limits in your personal machine, which has many components, each with their own limits. Fill up the hard drive, and it doesn't matter how much RAM you have.
The CPU and RAM were barely used, but the server would throw out latency of 1500ms to users.
You later determined, following an upgrade of your package, that this was because you were hitting your memory limit.
The support staff told me that "I may have a router issue on my end."
There are always many things that any problem can be, until troubleshooting pins down the real culprit. In your case, you determined that the culprit was running out of memory, which in turn was due to your heavy plugin requirements. Your server was easily able to handle 75 players after your upgrade.
I even tried to connect to our server from a super network at my work (a 1gbps line) and still very high latency (this time about 700ms).
You are talking about in-game latency, and yes, this makes sense. The problem was in your resource requirements, not the speed of the connection.
I was worried and throught "ok maybe we need some more horsepower." I upgraded to 300 users, but nope. Once the server was half full, insane lag problems.
After you upgraded once more, this turned out to also be a memory problem. At my prompting, you also found that you had your view-distance set far too high (at the default of 10, which simply does not work for a large server).
These measures fixed your problem at that player level, but you continued to load the server with more players. You eventually had the server running with a peak of 255/300 players and complained of further performance problems. While I didn't see the server at its peak at the end (I only saw it running fewer than that), it was clear that you were using more than two entire CPU cores and that your main Minecraft thread was hitting constraints. At this point, it was possible that more RAM might help, but your heavy plugin load was clearly also a factor and the more likely culprit. Quite frankly, running 255 players is not an easy task with generic and unoptimized plugins. I explained this to you.
To cover all the bases, I also offered to change the command-line and Java interpreter, if you thought that different settings for these would help. I also asked for your tracert to the server so that I could investigate your routing. You declined to look at these.
Was it my fault? After switching to our new host, I figured out it wasn't ram, nor CPU, it was actually the line speed of the NFOservers machine. Either the virtual machine was not properly configured or there was too little bandwidth available.
We do not put our standard Minecraft servers onto virtualized systems, in order to maximize their performance. You floated the theory about the network card before and I checked it out; your machine's 1 Gbps Intel network adapter is performing normally and highly under-utilized, and our 10 Gbps connection is similarly under-utilized. (Additionally, if you were actually seeing a network problem, you'd see that in a MTR/traceroute.)
Our new dedicated host runs at insanely fast network speeds and I never see anythign over 250ms for my connection.
You will need to test the new host with the same memory limit, configuration, plugins, and player load to be able to draw any conclusions about its performance. I will be interested to hear what you find.
Now, the only problem I have is that NFOservers promised through a contract of money that my server would support 300 users. But in fact they didn't and the OWNER of NFOservers, "John" agreed with me that INDEED the servers cannot support that level of players.
The game itself likely can support 300 users, although we can't guarantee that. I can say with confidence, however, that if any host can support this many players with that memory limit, we can. Our performance guarantee actually covers this.
So what did John do? He changed the Minecraft packages on NFOservers.com and basically cut them in half. So now, 400 player servers could only hold 200, 300 player servers could only hold 150.
After your complaint that our memory usage numbers weren't in-line with actual requirements with plugins, I adjusted the packages on the page. While lowering prices overall, I changed the player slot numbers to be more in line with what a heavy plugin user would expect.
John has refused to refund us for the month of February, even though we cancelled on the day of our billing. He has over promised with their servers and I feel it is only right that he refunds us for basically lying about what his servers support, then doing nothing to remedy the situation.
I haven't refused anything yet. Our policy is clear that we do not allow refunds, but there's always the possibility of an exception under extreme circumstances, and if our performance guarantee applies, then you'll get credit from that.