Good Hosting Customer Support
Oct 10, 2009
It's imperative for you to know that web host features does not just stop with Unilimited disk space and unlimited bandwidth. There are other very salient features to which some people looking for a host provider have ignore, it is CUSTOMER SUPPORT.
You will not value the importance of a good customer support until you start having problems which you want resolved in the shortest possible time. For some host providers this is like telling them to do the impossible.
It is sad that some of the so-called reputable host don't even have a ticket system not to talk of an on-line chat system where you can ask questions and receive answers in real time.
So, for those of you that are new to hosting or want to change your host, then you had better look for a host that offers good customer support either by Chat, ticket system or forum.
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Mar 12, 2008
I need to get a couple of dedicated windows servers and am trying to decide between SoftLayer and a couple other providers.
So, how is SoftLayer for customer support, network performance/uptime, pricing, and just overall?
Any recommendations?
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Nov 15, 2007
Is there a good hosting reseller out there that handles customer support?
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Sep 6, 2008
There are a lot of people whether their web hosting providers are good or not. After months of purchasing their web hosting account they might discover that their web hosting providers are so bad. Therefore, you’d better checking your web hosting provider.
One of the most important parts related to web hosting is the supporting services. So when you purchase a new web hosting account, try to check their supporting services. Try to ask them a few technical questions even you don’t have a problem. It just tests their supporting quality. How do they answer your questions quickly? Ask yourself this question. If they spend a lot of time “two or three days”, it might be poor service. For this situation, my advice is to cancel your account. The most of web hosting companies offer 30 days money back and try another web hosting company.
There are many supports kinds:
* HelpDesk
* Live chat
* Supporting via Phone
* Supporting forum
* And so on
This is all about the supporting part for your web hosting provider. So this is very important to check this service.
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Sep 26, 2008
Do they do a good job of supporting OSCommerce? I want to customize stuff using OSCommerce for my site. Let me know from those who have used OSCommerce with Cirtex hosting.
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Apr 3, 2008
I am referring a friend to JaguarPC but he wants more options so he wants me to recommend 3 different shared webhosts to him. What are two other great shared hosting providers that have as good support as JaguarPC?
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May 11, 2009
I came to this site few days back only and was going through various discussions. After being on this website since last 1 week I am really impressed that members are really helpful to other members with their fair and valuable suggestions.
I do have a quick question for you and need your suggestions:
Q: Which web host I should go with where I will get around 20GB of space with PHP, MySQL, FFMPEG support.
Please recommend me a host with high uptime, good http response time, and reliable to host considering a long term relationship.
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May 6, 2008
I'd like to start an ongoing thread here listing the 'Good Hosters with Good TELEPHONE tech support'. In other words, out of the 1,000s of host companies, this may cut it down to less than a dozen.
( And for all you Hosters out there who really want your company to grow, and want to know how, - it's easy: just read here.)
Good telephone support is the #1 ultimate requirement, because:
-It's a lot faster and easier for both the user and the host company, because you can state and answer all questions and clarifications on the spot, you don't need to continually pass new emails with new questions and clarifications, back and forth for days on end, until the issue is solved. It saves tech time and user's time. And saves a lot of nerves.
- It's the best way to sort the good guys from the bad. A bad company isn't going to bother to answer the phone, - or will make you wait way too long, - because they are likely getting endless complaints. The good guys are always ready to answer the phones, with a friendly voice, - because they really WANT to please the customer.
- If a company can't be bothered to pick up the phone, we can't be bothered to even consider them. They're a joke, and so won't be listed here on this thread. (So, before adding or listing any Hosters here, please verfify that they do have Good, quick, friendly, telephone support,; ideally 24/7, but 9am to 10pm might be acceptable, if it was supplemented by some emergency contact.
AND:
- Hoster ALSO needs good EMAIL support (and preferably, Chat online, extended hour availability). (I spend a lot of time overseas). It sems all emails should get a non-automated response within about an hour, - and then support should jump on fixing any problem.
I only need support a few times a year. To answer some questions, or fix a problem, or do an install. That's lesss than 1 hour total, so any company paying maybe $18/hour tech support should be able to handle this. It IS reasonable to charge a custm for extended calls, beyond say, 90minutes a year, IF you don't count the 80%? Of times an issue is the Hoster;s fault of stmg gone wrong, and don't count the 'hold' times.
ALSO IMPORTANT:
- Uptime
- site Speeds
- Monthly plans, no contract (Only a dishonest host will try to force you into a contract, where they can then ignore you.)
- Reasonable price. (? Maybe $12 to $18/month for a basic business site. We don't need massive bandwitdths, - we all know that's an overselling scam, and can't ever be delivered.)
- a good upgrade plan of bigger options. Maybe even VPS.
- Dedicated IP, and availbility of SSL
-PHP 5, mysql, phpMyAdmin, etc
- cPanel ( Some Hosts are using problematic panels, like Hsphere, which are slow to load, slow in operation, require many more clicks, have too many options, spread apart on many separate pages. Time is money, and this really slows down the ability of a small business to manage his own site in effective time. For example, one WHT user wrote somewhere: "I don't feel that HSphere's interface is nice at all, although I have worked with cPanel and DA all my life... I just found it to include un-necessary features or split features up in to different hard to find pages, such as backups - mysql backups you had to find on a completely different page than file backups, and then there were options to have it in the home directory or server-end backup, in which then you had to wait a good 10 minutes before it was ready. cPanel, just hit backup and hit download and instantly it does everything you need...".
I have used several hosters. Currently on Aplus.net and Godad, which have phone support, and mediocre service.
My LIST So Far:
- Liquidweb: a very impressive company with good, 24 hour support. But to get dedicated IP, you need to go with their $25/month plan. Yikes!
- NewIdeaHosting.com. A very small company. My call was returned, and the owner chatted with me for an hour on the phone! Plans have small bandwidth, but promises No overselling, and personalized attention. Extra $5 for dedi IP. He specializes in Small business sites, and small eCommerce sites. He has only 250 accounts, on 3 servers. He rents servers from the Equinox data center of Chicago. Seems exceptionaly honest.
- MegaHosters. Excellent phone support and WHT reviews. But company was taken over by another company, and so may well go downhill in future. Another problem: uses Hsphere.
- Steadfast. Has a good rep on WHT, and seems impressive. Tech answered the phone immediately, but they say they prefer emails. Sales phone has limited hours. Good price on $20 SSL. But, uses Hshhere.
- JodoHost 24 hour phone. But, uses Hsphere. An Indian company with office in Florida, and good rep. I like the idea of outsourcing phone support, if it makes it more available and affordable. But, the accent on the phone was very hard for me to understand, so maybe this might not work.....
- Hostgator. Yes, it's a big overseller, but seems to get good reviews/results anyway, and good phone support.
- ? ThePrimeHost ?? Mostly good WHT reviews; some dissenters. Site says 24hour phone, but when I called on several nights, no one ever answered...
- Can anyone add to this list? Please list only hosts that meet the above minimum requirements of phone support, etc. Especially useful is hosters you've tried.
TO AVOID:
- Avoid Arvixe. I had a horrid experience with them, here: [WHT forum]:/showthread.php?p=5097822#post5097822
- Avoid WebHostingBuzz. This company never returned my phone msessage inquiries.
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Jul 5, 2008
I was host with lunarpages.com one day I got a mail from them that my account has been deleted. Sent them mail for the reason why my account was deleted because I need my account I register for two year and they have host me about one year, up to date I haven’t got any explanation from them and they have stop responding to my mail I have 5 domain with which need it badly could any one help me to get my domain from them. Right now I have register with deferent hosting company
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Oct 19, 2009
I have no choice but to post this. I purchased a vps plan from them and couldn't login.
It was over the weekends. I tried to email them. No reply for more than 1 day. I emailed again, still no reply after many hours. I was quite shock because I read review that says support is supposedly good, even during the weekends. Have they closed down or are they posting good review for themselves?
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Oct 12, 2009
I usually don't do this kind of stuff but when somebody does a good job it's right to let other people know, most of all in this industry.
it was Saturday, 12:52AM Euro time, i had an issue with the DNS of our new server, sent an email to Leaseweb support, within 5 minutes i had the answer.
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Feb 4, 2008
For those of you who run your own dedicated server, How difficult is it to manage your customers? How many phone calls per day do you get from customers asking questions? Lets say you had 50 web sites set up on your server...How difficult, or how much time per day do you spend dealing with your customers or the server itself?
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Jun 30, 2008
I am creating a basic static site for my friend's gardening business. It will use html and CSS only, be around 5MB at most and does not require any databases, php support etc.
My problem is that he wants to basically have the site up and running and then be able to forget about it really. I will be going on now and again to update it for him, but that is about it. My experience with free hosts is limited, I have used byethost before, and though very good, they do require a log on every week else they assume the site is no longer wanted and delete the account and all files!
So, my requirements are:
Free host that easily allows to have your own domain name
Email address with the company domain, so quotes@domain.com, not quotes@domain.host.com
Cheap
Good customer service
Need no more than 20MB (allow for some extra photos to be added)
UK Based would be preferable
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Feb 3, 2008
Alright, I do not know why but all my technicians who I had hand picked right here from WHT started to leave one by one. I definitely do not think its due to price or work-load cause ALL of them first worked as staff on our help desk for a week and then fixed price themselves. I did no barging at all ~ so I suppose it was a personal problem.
I'll never forgive myself for this, but I took someone's advise and thought to give a shot at outsourcing technical support. I went up to this company called "OnLiveGlobal" - they are all Indians and thats what I needed exactly cause 50% of my customer base are Indians; I assumed I had a perfect match. And was just dreaming of all the money I could save in the process...
First Day
- excellent work; all support tickets are being answered within 20 mins and resolved withing an hour - WOW!
Second Day
Now comes t
- excellent work; all support tickets are being answered within 20 mins and resolved withing an hour - WOW!
Third Day
Ticket is open 2 hours... 3 hours... I reply and resolve it eventually. A few more tickets are opened in the process and I resolve all of them.
Then I ask for a refund on the 4th day of the service (doesn't their website say 7 days money back?) just due to the lack of service (forget satisfaction for now ). The guy named 'Sooraj' says I'll be refunded in 24-48 hours; alright I'm cool.
48 hours passes by, nothing done. I check MSN, no one is online! All the reps have probably blocked my address and/or deleted me completely of their contact list. So I find this user "onliveglobal" on WHT and PM him and ask him for some help regarding the refund. No continuous response - I fill a dispute in PayPal and now you guys have to read this... its hilarious:
I have censored and clipped a lot of personal information in the quotes below.
PayPal Transaction Details
Quote:
Transc ID: XXXABCXXXABCXXXA
Seller Name & Email: OnLiveGlobal, paypal@onliveglobal.com
Transaction Amount: XXX USD
Transaction Date: 10-Jan.-2008
Message From Seller
Quote:
...
We did get start working on their services as per our SLA. We did work on their Helpdesk and resolved tickets ABC-123456, XYZ-123456, PQR-123456, ABC-123456, XYZ-123456 and many others which are unlogged for over 2 to 3 weeks from Jan 03 and after nearly one month of using our services, the buyer claims saying he is not satisfied.
...
After reading this; instead of getting upset or whatever, I was just laughing for a full minute.
I am sure many of you will state that out-sourcing is wrong from the bottom, right and I couldn't agree any less - I wont do that mistake again (and wont dream of saving loads of $$$). I have already picked a few techs again and all good and going now
If the OnLiveGlobal representative even replies to this thread and tries to prove a point, I least care. Who ever reads this is gonna have a laugh and thats what I care now...
Just after that incident I did come across a few other companies; ThinkSupport, TouchSupport, BobCares, etc and heard that their near to perfect. I haven't lost complete faith over the outsourcing phenomena but lets see if I choose to outsource later on for something else...
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Jul 13, 2008
I raise a ticket of server down and no response... not assignment to a staff member... nothing...
time goes by and nothing!
No one online on the chats --- this was the 1 very thing that kept me away from my previous hosts. What's the deal?
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Mar 2, 2008
we are thinking of moving to rackedge, as we need an nl server and they offers are pretty good, but we don't know how good support is, has anyone used them? what's your experience? if it was bad, have you found something better?
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May 3, 2008
Things have become a little hectic.
I decided to go for a budget dedicated server because the shared hosting I was using was grinding to a halt several times a week.
I haven't used a dedicated server before, and wasn't 100% sure what I needed, so after lot's of going round in circles, I found the 123-reg £49.99 server and unlimited bandwidth, so I ordered it....and waited, and waited. Not so much as an order confirmation, or reply to my emails asking what was going on. Not a great start, so I cancelled the order.
OK, I have a budget of around £60 a month.
I need the server to be able to do mod_rewrites.
Unlimited, or a generous amount of bandwidth per month is important.
Good service if it all goes wrong is essential.
Preferably UK based, but will consider other countries if contacting them isn't a problem.
I need some kind of control panel as well.
i will be running a Vbulletin + VBSEO (hence the mod_rewrites) installation and a joomnla installation with lots of large images if that makes any difference.
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Apr 9, 2008
I have servers with softlayer current paying $2000 a month for 3 dedicated servers. THey are set up and work perfectly.
Issue is i was not aware that softlayer doesnt do "managed" support, would like to know if anyone has a good third party company that works with softlayer.
the tools they have on the portal our great so really would like to find a company thatworks with them. the co that softlayer suggested doesnt do windows support go figure!
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Nov 11, 2008
our VPS hosting company did an upgrade the other day and now something is wrong with our home page, it takes about 30sec to load. They keep saying its a php problem, but the scripting is fine, the engine is fine and the only thing that changed is that they did an upgrade.
They don't seem to be able to grasp the problem, and it is making my boss go nuts. A web guy a know said it definately had to be something at their end, and everyone else is at a loss.
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Jun 4, 2009
Lets say you're a customer looking for web hosting, but do have technical experience - you know, you develop your own websites, you've had experience in this sort of thing before.
What if you came across a provider who seemed to offer a good service, they're high quality, they can host your website on their brilliant setup etc... but they do not provide any e-mail accounts with your hosting?
We're developing our own shared hosting setup, our own control panel too. Regardless of the control panel though, we wouldn't feel comfortable hosting peoples e-mail. We have plenty of experience in every other aspect of general shared hosting - but not looking after e-mail accounts nor the associated software.
To be honest I don't think that many shared hosting providers truely handle e-mail properly, and that job should really be left to the professionals.
We could of course guide customers or potential customers on why we won't offer e-mail accounts (i.e. not wanting to offer something we know we can't provide to a high enough standard) and instruct them on how to setup e-mail with another provider (such as Google, who will do this for free with limitations).
The alternative to the above is that we mask in a third party to look after e-mail, i.e. resell someone elses e-mail services as part of our hosting packages. The third party would require API access to setup/remove accounts..
What do you think? Are we just acting stupid trying to provide web hosting without e-mail hosting included? I noticed a while back Dreamhost encouraged their customers to use an alternative e-mail provider!
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May 1, 2008
i have been hosting as a reseller with gazzin.com on their windows servers for past some years and in this period i suppose they have shifted their datacenter more than twice causing a great problem to me and all my clients.
the latest period of the shift being going on currently i request you all to go through the transcript below which i had with their support center. when we talk about a refund for this downtime i suppose the owner 'PAUL' just stops responding ......
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Sep 29, 2009
I'm a customer of vps-hosting.ca from about 3 months and they are awesome!
I'm really amazed by the quality of their support,services and everything.
Their support is awesome and very user friendly and i got all my tickets solved within a very short time period
Most of all i have never seen a thing like downtime with them! They are just awesome!
I'm just giving them the credit which they deserve in return of providing such great services.
I highly recommend www.vps-hosting.ca .
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Apr 21, 2009
I would like to create a website to a customer and provide domain/hosting with the package.
do I need to have a reseller account to do this?
I will charge him one time fee for the design which includes hosting.
do I need to tell him it's for one year after that you are on your own,...
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May 1, 2009
When I tried and failed to get any any repsonse out of them for 2 months at the end of last year, I mailed all the addresses I could find asking for my account to be closed and changed my DNS records to reflect a change in hosts. There were a few threads on this site that said the company had folded.
My renewal was due in January and when no invoice appear I assumed that everything was cancelled.
Till yesterday that is, when I recieved an invoice for renewal from gnax.net that is due today! The Burton Hosting billing site is also back up again.
I have just been on the Burton Hosting website and see there is a placeholder saying that my account is now owned by gnax.net. Surely they should have informed me of this change?
At the moment I am refusing to pay this money (Although mailing support@gnax.net does not work, despite it being the contact address in the invoice mail).
Have any other old Burton Hosting clients just been invoiced and given 1 day to pay?
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May 31, 2009
How to choose a good web hosting?
What aspects need to be paid attention to?
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Feb 4, 2009
Recently i move to javaprovider.net.
I use javaprovider.net for four months and i know that they are very cheap and good.
They give one month trial time to check their services.
They don't use cpanel but this lxadmin is quite okay. I paid only 11.95 monthly. If sb looking for java hosting - they are solid
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Jun 4, 2009
which company i can buy a web hosting account with a high CPU limit?
i have site that gets killed on dreamhost bcos of the CPU limit & i can't afford to buy a VPS or Dedicated Server atm
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Sep 8, 2008
I use namecheap as my domain registrar. Does anyone know if their hosting service is any good?
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Oct 5, 2008
There is too many web hostings from the google search and i don't know which one is good.
My situation is i have a web page that is my portfolio. It is made by flash and php. Moreover, there is a blog too.(WordPress - php) Everything is ready but i am considering the web-hosting.
What i need is support php and mysql. If possible, i would like it support ASP.net too. (i think it is not too possible for both of them) And i don't really need huge web space...i think 1G is enough and the traffic will not too much too as it is private website.
My budge is limited and not too much for a month. I plan to spend less than US$10 per month to get a web-hosting. Also with a domain name too.
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Aug 24, 2008
I am gonna sign up with them but I need reviews on their server speen, uptime, support and the usual stuffs?
Or is there other good FFMeg hosts that allow video sharing script?
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Oct 13, 2007
Just wanted to ask for any reliable cheap web hosting... they pointed me towards godaddy.com but i am not too sure... i mean i am leaning towards it but... any other sites or recommendations?
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