Has Liquid Web Support Went Downhill
Jan 16, 2008
I've been with Liquid Web for around 2 years after reading on these forums that they were good.
Problems did not start until this year. On the 7th I raised a critical ticket - that pretty much the only site I have on a dedicated server was giving me server 500 errors when trying to do necessary and basic things with Movable Type.
Liquid Web persuaded me to take it up with the makers of Movable Type which I did (Six Apart). Six Apart have now had a look and bounced it back saying it appears to be a server problem and have fairly isolated the problem area or so it seems.
Between the 7th and now I raised a few tickets complaining that they were not fixing a critical ticket. That did not seem to help too much.
The problem then got worse around half a week back - I can not even log into Movable Type without the server core dumping.
They told me to have Six Apart look at the cores and Six Apart did. They said it was a server problem. I bounced that back to Liquid Web this over 10 hours ago - raised another priority ticket and have not heard anything.
Now I call them on an international call - and I've been on old - wait for it - 45 minutes and counting - WAITING on a manager since nobody can tell me straight what the situation is!
This is not my idea of heroic support by a long shot.
Open a P1 and going on 10 days later no solution, nobody knows what is happening and 45+ minute hold times (still counting will hang up if it hits 60 minutes) and no proper responses to emails. NOT GOOD ENOUGH.
And so liquid web know this is for real - the original ticket number is 890340.
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Oct 1, 2008
I have been with SolarVPS since the end of January and for the most part I have been very happy with them (even wrote a good review of them on here!), with very few issues with the server or support. In the last month I have been seeing a lot of problems with my server and have contacted support on a few occasions. First off I don't care for their new support SLA, they only offer phone or live chat for "emergenices" and have been quite rude to me in both occasions I have contacted them. It also seems like they have outsourced their help (I was told when I signed up in Jan that they didn't do that) which is frustrating. I was on the live chat help today and the operator was very cavalier and even "hung up" on me when I still had questions. I then got back on and finished asking my questions, he then "hung up" on me again without waiting to see if I was done asking questions. That is just rude and poor customer service. I am pretty disapointed at this point.
I am also annoyed with their little screw up with Parallels and how slow they have been to resolve it (over a month) so billing has been a pain in the butt.
Anyways that is just my two cents and I was wondering if anyone else had experienced the same issues, or if it is just me.
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Jan 11, 2009
So I have been trying to get answers to two support queries.
#1 Can LS enable real time updating on my AwStats.
#2 Can LS check my server is not blocking outgoing pings, as technorati and others will not detect when I update wordpress on multiple domains despite the mysql tables showing it is working.
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May 19, 2009
I've got give LW some props.
I was at a crossroads on my server running php 4x and needed to be able to run 5 and allow the sites using 4 to still run it. I read about how to do it but would of totally screwed it up.
LW support came to the rescue, installed both the 4 and 5 and now I can select the php version to run from the accounts cpanel.
Took a while to work through it but it's up and running and I'm a happy camper.
That's why I've had my server with them going on 3 years now.
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Oct 19, 2009
I am trying to get into contact with LW's support team but I have not had a response to a support ticket I raised 40 minutes ago. Just wondering if anyone else is having problems corresponding with their support team at the moment?
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Oct 17, 2007
Due to my endless problems with my current host Aplus.net I purchased a VPS1 Account from Liquid Web. Liquid Web calls their support heroic and these guys are my heroes. I told the sales staff that I have had no experience running servers and would need a whole lot of hand holding to set up my accounts and get them running, I was promised their help and boy do they deliver. All my calls have been answered promptly, kindly and efficiently by knowledgeable support staff that helped resolve my problems as we were talking on the phone. I chose Liquid Web by researching Web hosting talk’s forum and am very happy with my choice. Kudos for Web hosting talk and Liquid Web.
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Oct 29, 2009
I've been a happy and devoted customer of WiredTree for almost two years now and have noticed some ugly changes sweeping through the company recently.
In the last few months:
1) Ticket times are taking longer and longer to receive a response and more "new" people are responding back. From 15 minutes, it now takes a lot longer to get a response.
2) Servers are going offline a lot more often. Half a dozen times in the last month alone.
3) Notifications for any work being done that would affect your service are no longer being sent out.
4) More and more of my site users are complaining about slow server speeds from all over the US.
I'm not sure if there has been a change in management or they are overselling their resources but WiredTree is becoming more and more like Bluehost and it's terribly disappointing. The hosting company I grew to trust and respect is no longer the same company.
Unless things change, I would highly suggest anyone looking to WiredTree for a fast, solid, dependable VPS solution keep looking.
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Dec 18, 2008
I've had my hosting account with Iron Mountain fairly happily for around a year or so now ... it seems though that recently things are headed downhill.
Support requests get answered - eventually. I had sites down and very slow yet again today (lately seems like a common occurrence), and a ticket submitted about six hours ago now has as of yet gone unacknowledged.
I've gotten used to endless FTP timeouts and generally spotty speeds, but it's definitely gotten worse... to the point where I might have to go shop for a new provider.
Having some clients on Iron Mountain hosting who I depend on to make my living, this is just a little to risky!
Caveat: I do have a shared plan, and it's definitely quite inexpensive. So, this could just be a get-what-you-pay-for scenario. Regardless though, in my more recent experience, they are helpful and generally nice to deal with. But neither service speed nor hosting service quality are particularly great.
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Oct 25, 2009
I wonder in Liquid Web's TOS is talks about not being able to distribute things that are not your copyright. I understand if this simply means "no piracy," but this wording could apply to video sharing sites where users post their own copyrighted work. Would we then not be able to host with Liquid Web because our users are posting their copyrighted works and we do not claim copyright on their works? The users agree by signing up and posting a video that they are allowing it to be distributed on the site, so this should be fine. I guess the lack of DMCA information or clarification on Liquid Web makes me wonder how they handle video sharing sites with legal copyrighted works being shared by the copyright holders (though they are not the direct Liquid Web user). I may be over thinking this, but I have had other hosts have issues (mainly because I believe it was shared accounts and they did not want their oversold servers to get that much traffic, so it may not be an issue with Liquid Web). Does anyone here have a video sharing site hosted with Liquid Web? If so, if you they ever received a copyright infringement complaint about a video on your site did they handle it professionally as the DMCA requires or hastily suspend your account?
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Aug 10, 2008
I just wanted to give my thanks to the guys/gals at Liquid Web for they're help in getting my VPS setup and ready.
I've only been with them for 5 days, which I know isn't very long at all but for a complete newbie to the VPS scene (I like to try and run before I can walk), they're support has been second to none.
All tickets and request have been dealt with swiftly and professionally and I certainly couldn't ask for anymore from these guys.
I wasn't on planning on spending $50 a month for a VPS but I think I will carry on with these guys as they have proven they are more than worth it.
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Nov 2, 2008
I asked liquid web to backup my complete vps account. They mentioned to me that I could not remotely backup my account. And then asked for them to send a backedup file. They said it was 4gig in size.
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Oct 20, 2009
Background
Well, my first venture into VPS did not go as smoothly as anticipated. I originally signed up for the VPS1024 at Wired Tree on special offer and although setup was fast and extremely smooth and ticket responses were extremely fast and helpful, they failed on one fundament - security.
A hacker managed to get into my WHM (on three occasions) and Grove Portal at Wired Tree (on numerous occasions) and deleted my site through WHM as well as messed up WHM settings. Although Wired Tree did their best and did help with my problems, security flaws (on my behalf perhaps), I felt it would be best to join another VPS provider.
Liquid Web
So after browsing WHT and the VPS section for offers, I eventually decided to get an account at Liquid Web, what with their glowing reputation.
Sign-Up and Account Activation
Signing up was painless and after receiving a telephone call from their sales team to confirm the order, I received my VPS account info on Monday morning gone via email.
Security
The main concern was making sure I secured WHM as best I could from the start as I did not want my WHM hacked into again. It was suggested by myself that we protect WHM to only allow IPs I provided to access WHM. This was then set up within a few hours by their technician. Now the support ticket at the end was brilliant. These guys explain what they have done and how they have done it - I've never had this kind of response from a provider before. WHM was well and truly secure and was done in a prompt and highly effective manner.
Support Tickets
You may have read my earlier post where I had to wait 42 minutes to receive a response to a support ticket. Well, prior to this, responses were extremely fast to numerous support tickets I did post and it was only this isolated time where they failed to mimic their 30-minute response SLA and so were forgiven as the work they carried out in securing the server, installing GD and Imagick and generally taking the time to make sure I was happy at all times whilst communicating with them over these tickets was way and beyond the call of duty for me.
What I will say though is that it would have been good to receive a response when I was asking for progress of a ticket. I had to post two times before I got an answer and it would have been good just to say "we are working on this for you" as a sign of courtesy and acknowledgement of my response to a ticket for an update.
Well, so far so good. Its only been 3 days with LW but I think I have found a great provider and no disrepect to Wired Tree but I think LW have an edge in terms of their technicians and the knowledge based on tickets I posted at both hosts for info. You just feel the LW techies are more knowledgeable in the way they go about working and responding to tickets.
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Jan 15, 2009
I got one server with them for about half a year now (360 dollars a month). I'm very please with their service including the network, and support. They are 100% fully managed. I have never had a downtime. E-mails are always responded very quickly and fast. I sent in atleast 30 e-mails so far. Real humans, not some crappy automated response I get from a lot of services out there.
The hardware is nice, I'm able to support like 20k visitors per day and about 30-100gb of bandwidth per day fine on one machine. Large forums, 2million + posts, and large sites that do a lot of bandwidth I guess.
Also I have had some billing problems aka, money problems, my own fault and they usually seem to understand and give me a slight break (last couple of months)
I'm happy with their service and hope to continue to work with them.
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Aug 29, 2008
I have been with Liquid Web for several months. I propose to give my experiences here, the good and the bad. Hopefully others will join in the discussion.
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May 15, 2008
Sometimes I feel compelled to reward excellence, and this is one of those times. We have 22 dedicated servers, 18 of them at Liquid Web. We have been in business for over 10 years and have seen all kinds of support levels, with various server providers. Liquid Web has, time an time again, proved to be the best server provider for us, bar none.
This week in particular they have gone way beyond our expectations, and provided us with personal, one on one support that truly is outstanding..
Some companies have come close,from time to time, but none have reached the level of excellence that Liquid Web has for us. They simply are the best, in our eyes, and readers of this post who are looking for a GREAT company to use for VPS's or dedicated servers.. need look no furhter.
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Jul 31, 2008
I'm thinking of signing up for a Liquid Web Linux VPS Basic account.
I wonder if any of you have experience using this web host - especially if you've used this kind of account.
If so, I'd be really interested to know your impressions / feedback.
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Jun 19, 2008
I found out that now LiquidWeb is charging $15 per domain for using their name servers.
That's right. To use their name servers, you need to pay $15 for EACH and EVERY domain name.
When I first joined I talked to support because I needed a solution that used an anonymous domain server and they said that they could do it with no problem. (We're talking about under 100 domains total)
Now that all my servers are moved there, they screw it all up by charging $15 per domain.
I HIGHLY Recommend staying away from this company until they fix this issue.
I have private nameservers but the whole fact of me signing up with them was the fact that they could provide name servers.
The worst part is that there was no notice, no email, nothing notifying me of this change. It just happened one day.
I'll be posting on my blog (sig) and recommending all the people I have referred don't use their services.
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May 18, 2008
A partner and I are in the beginning stages of consolidating our website operations.
I have a managed dedicated server account with Liquid Web whom I am extremely happy with. I have been with them for about 4 years and have nothing but good experiences with them. They have always been there for me.
My partner is with PowerVPS. He is just as happy with them as I am with Liquid Web and has nothing but good things to say about them and their services.
With that said, we only need one. I have compared the plans and prices for fully managed dedicated servers on both sites and it does appear that Liquid Web is slightly more expensive between the two for similar specs. However, the most important issue with me (as well as my partner) is not price...but the level of support we get for the price.
What other factors can any of you provide about either Liquid Web or PowerVPS that we may have overlooked in the comparison process?
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Feb 10, 2007
I want the absolute best quality possible, Im open to other providers also
ips and about 5-10 servers tower based
1-5mbps
I honestly cant decide Ive used both of the above and am torn between this
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Jul 31, 2007
I signed up with liquidweb 1 month ago. I am having their 50 dollar vps account.
why i pick liquid web?
I searched on WHT, i see its highly recommanded by some users, its bit expensive than others, but for me , money is not big deal, i want to have stable server.
Here's my experience with them.
1. Dont trust their sale person 100%.
my site was hosted at dreamhost, i talked to one of liquidweb sale person. I asked him if some1 at liquidweb can help me to move my files over from dreamhost to my new vps account. I never use vps before, have no clue how to do it. he said its easy, we can help you.
Acutally, they cannot do that. later, I emailed them asking for help, they emailed me back said if dreamhost using cpanel, its easy blah blah blah...., but dreamhost is not using it, and they cann't do anything.
fortunately, my site is small, and i just reupload all the files, and dump the database, my problem sovlved. but if you plan to purchase vps from liquidweb, and got questions to ask, you should double check with their tech support team, they know much better than those guys in sale department.
2. how's their support? answer is great and sux
Sux. take forever for them to reply my emails. On average is 10-12hrs. oh well, i cannot blame on them cause when you submit your ticket they said they will get back to you in 24-48 hrs ( dont remember exact time).
But, I got really pissed off. first, they didnt give me the complete answer. I email they "is imagemagick installed? if so,whats the path to imagemagick command? I got answer, said yes, its installed, its version xxxx. but didnt tell me the path, i got to email them again, and wait another 10-12 hr. I dont mind to wait, i know those guys are busy,but I got to email them twice for same question. that pissed me off.
another thing is when they email you back, they assume you already know something. everytime, i emailed them i said I just swtich from dreamhost to liquidweb, never use vps before, i am newbie of vps, please guide me through hwo to set DNS step by step. and they always give me short answer. I m still clueless hwo to do it. I got to email 5-6 times on this stupid question.
How do I got my problem sovled.
I called them, I know they have great phone support, but I was on the biz trip, I am in asia, coudlnt' make any phone call. I got so pissed off by their email support, and installed skype and called them. (btw only 2 cents / min for international long distant, its cheap), I called them, and one indian guy picked up the call, and got my problem solved rite away.
Ok, if you have any problems , dont not email liquidweb, cuz, it sux, they cannot get your problem sovled on email, call them, those guys on the phone are great, they know how to get your problem solved.
Speed and uptime
uptime, i think its good, but i dont really know to test it, any good free 3rd party appliation, i can use to check the uptime?
speed, its ok, I am in china now, it is slow. i think its much faster you r from US and Euro, I will go back to NJ next month, I will check after I get back.
www.johnqin.com
this is my blog, let me know how fast to load it, and where you test it.
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Sep 28, 2008
I just moved my site from other VPS hosting into Liquid Web for around 2weeks now. I choose the VPS1 package with WHT promotion..
First impression, I do really satisfied with the VPS performance (server load average bellow 1), also the support team. All of my eMail was replied pretty fast in under 15minutes.
But, I do have one problem. Please note that I'm not complaining here.. I just want to ask other user of LW or maybe other hosting.
Almost everyday (well, I think it is).. I got a load spike on my VPS. It's always around midnight (GMT -5). Based on LW staff have informed me, it's because of the main node full backup process, which is can't be altered. The load spike make my site sometimes temporary can't be accessed, because the server load might become above 5, and the highest one is around 28.
Do WHT user has any similar issue like me? Any solution or suggestion I can take to minimize the effect of the backup process?
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May 1, 2008
Currently hosted with hostway but i am thinking of moving
i want a windows server for sure either 03 or 08
and i don't need managed really
i was looking at 1&1
because they have a windows vps for only 29.00 a month
but i seen liquid web's offering in the offer section
and i have noticed they have not changed their offers in months are there any new offers and is liquidweb good
and serverbeach a friend told me about but i am wondering should i get a full server and they charge 20.00 more for windows
i run a blog about gun rights & nra stuff and i get about 100 visitors a month
also please don't recommend shared hosting because i don't want to check my site one day to see the word suspened so either vps or dedi
and this may sound stupid but can you use a windows server like a computer like play movies and music and stuff using remote asst?
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Jan 27, 2008
For reliable managed hosting, with some research, I can find...
Liquid Web
Rackspace
It seems like Liquid Web is definitely the bang for the bucks.. but it also makes me think if it's too good to be true. I feel Rackspace is more "professional" and they're more "high-end". But I definitely love the pricing from LiquidWeb. for the same price, I can get a quad core + 4GB from LiquidWeb, and maybe an AMD dual-core + 1GB from Rackspace..
My question is : Do LiquidWeb and Rackspace offer the same kind of "managed services"? Rackspace told me that they would give me an account manager which makes me feel more personalized. but I also had a live chat with LiquidWeb and the sales kept marketing the "Heroic support"
Let me give you some statistics of my site
Nature : E-commerce
Target : UK/Europe
Daily Visitor : 7000-13000
App : PHP + MySQL
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Nov 10, 2008
I have promised the good guys at Liquid Web which is the excellent host for my real estate web-site Las Vega Homes, Condos, Land and Commercial Real Estate to write a review about them after being with them for a year.I chose Liquid Web after having a bad experience with my previous host Aplus.net. I lost a PR4 Blog due to the fact that my database got corrupted and couldn’t be restored; I had more than 40 trouble tickets in six month most of which did not get fixed. I had a one year contract with Aplus.net which I terminated in six month and never got my money back. Now about Liquid Web and their heroic support, they are not kidding, the support is exemplary. While a good hosting company is supposed to keep away intruders, it can’t and should not keep the web-site owner out; I have repeatedly brought my web-site, blog and forum down due to inexperience only to have them restored in 1minte-couple of hours.I have never had to Waite more than 20 seconds to talk to a tech and they have never failed to fix the problem quickly and I am taking about a minimum of 50 calls to Liquid Web, they had to guide me through installing my web-site which they did with distinction.Liquid Web provides their customers with many add-ons that you can install with one click, I have found them helpful and have used many of the add-ons to make my web-site better.In more than one year with Liquid Web I have nothing but praise for Liquid Web and recommend them without reservation to all. I really like these Lansing, Michigan guys. Their tech center is in Michigan and their customers are not transferred to some Asian Country where the tech doesn’t have any idea about what you are talking about.
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Mar 13, 2008
Has anybody heard of Flash Support and Real AudioVideo Support? MMHosting.com offers this kind of support and I wonder if it's effective?
What do you think of it?
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Jul 12, 2008
I'm undecided between an upcoming dedicated hosting server and am moving between Softlayer and ThePlanet. My decision partly comes down to support.
I've read many reviews on WHT about both companies, but not necessarily comparing them from people who have experienced both.
So my questions (keep in mind this is my first dedicated. I have used VPS in the past with good support) Which offers MORE support (not better) - I'm curious which company might consider my support questions as "part of the default service package" or "need additional service plan for that" More detailed support - my usual experience with support is support staff assume you already know a high level so it may take going forward and back 5 times via email to get a full answer
Overall support satisfaction - any other comments
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Mar 15, 2008
I seem to have gone over this a hundred times, but wanted to get feedback from the community. Has anyone out there been able to really make liquid cooling work in their data center considering the additional space utilization and expensive price point.
We've found that liquid cooling vastly more expensive than what we are doing and am curious what some out there might be doing.
For us we've found that high density air cooling (top down, and capped hot/cold row configuration, and overhead air extraction) can get us to a max density of about 10 kW per rack. We use a chilled water system for the additional HVAC needed to get us above the standard 5 kW max, but this is for the air handlers themselves and not chilled water for the in row rack cooling. The problem is the in row chilled water cooling makes us lose a cabinet of space for every cabinet of higher density. For this to work (simple situation) we would need to attain rack densities of at least 20 kW given the loss of floor space.
We use APC Cabinets and infrastructure and even they have said if you try and get about 20 kW with the liquid cooling it becomes problematic. Given these governing characteristics in addition to the overwhelming cost, is anyone out there actually pursuing this in a colocation environment. To me it just doesn't seem to make sense.
Perhaps the cost needs to come down, but even then what are you gaining if it is a 1 for 1 trade off.
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Nov 23, 2008
I've been with Hivelocity for 2 years. Occasionally we have problems, but it works. Their support staff can do very simple things relatively fast, however if you have some serious problems, e.g. failed disk and need to be replaced and do restoration from backup, it will be hell!
They will NOT do what asked in Reload Request, delayed answer to chat, no answer to tickets for many hours.
So far I'm very disappointed of Hivelocity support.
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Nov 7, 2008
Do you know any vps that support vpn ?
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Aug 18, 2007
How much support should I expect/look for?
If I were to purchase a VPS without cPanel ( or any other panel), what kind supports should I expect from my host?
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Jun 1, 2007
how common is it in the VPS industry to do custom installs/configurations/updates on request. For example, I don't know how to configure qmail and I will want someone to do this for me. Does this kind of service exist? Is it a standard to be expected or is it fee-based thing?
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