The biggest problem was they were introducing new servers with similar or better specs than servers existing customers had. And instead of dropping existing customers prices, they kept them static. So a lot of people found themselves looking at a bill 600% higher for the same server just because they were an existing customer. Who in their right mind would pay 6x times more for the same service ?

They could stop the customer churn by simply changing the price to match the new offerings.

At the time I switched to a new server type I even asked their customer team if the new pricing would be offered to existing customers and the answer was a flat no.