HiVelocity's Impressive Support - How "impressive"
Oct 7, 2009
This is really my first time ever complaining about any hosting provider. Seeing how HiVelocity is a pretty big name and has quite a few reps here on WHT as well.
So I own one of the $8 VPS I have with them. I don't use it for much other than as one of my DNS cluster servers. I figured I probably won't need much help or support with it anyway.
I recently submitted a ticket to request them to help me install a few modules to the node that wasn't installed during the initial set up. After submitting a ticket in regards to the issue I received a response about 1 hour later asking to state the specifics. However, note that I first had to bring it to their attention via live chat otherwise I'm not sure how much longer I would've needed to wait. About an hour after their reply I replied with the specifics expecting a response within a couple hours. Anyway, I woke up this morning, still no reply. Just got home from work, STILL no reply after 7 hours. I then once again brought the ticket to the attention of their live chat tech support. I'm being told that it should be resolved within the next few hours (which I hope is true).
So far I'm not getting a very positive first impression of HiVelocity's "impressive" support.
I haven't posted a negative review or thread here so far but my experience over the past month with HiVelocity has been so awful that I really felt it necessary. Their support is absolutely the worst. Especially over the past week, a production server that I'm paying good money for ($200/m) has been down more than up.
Looks like I'm not the only one (today!) [url]
My tickets are often not read after say 2 hours until I specifically go and chat with the canned response man 'Ron' on the end of the liveperson chat in which case someone then usually responds to it.
When my tickets are finally read, they are certainly not read properly. I have to keep asking the same question often 3 times in a ticket, before someone apologizes for missing the question and responds to it.
The server was previously locking up constantly. They advised of a hardware failure. They cloned both drives AND I paid for RAM and CPU upgrades. The server is still constantly down. Each time I place a ticket, I get told "the server is running fsck" - that is all the information I seem to be able to get out of them. This also seems to take a day now rather than the 30 minutes it did before.
There are clearly hardware problems with the server. An FSCK now takes forever. Any disk or memory intensive task takes about 8 times what it should or did before and often locks the server. IO WAIT stats in 'top' are very high and the server is unable to remain up for more than a few hours. They don't seem to agree, and just keep running fsck on the disk each time I put in a ticket and bringing the server back up after a day often for an hour or two.
Since no one seems able to offer any kind of decent level of support, I've requested them to supply a KVM so that I can detail the exact issues myself. They informed me that they were all in use and one would be available within an hour and that they would contact me as soon as it was available - that wasn't a problem. Well it wasn't a problem 24 hours ago, in the mean time I'm still waiting for it..
I have 4 servers with SagoNet and 8 Servers with UK Solutions and have been doing this for about 5 years now. I only ended up with this server at HiVelocity due to a business that I purchased and this is where the server was located.
I've been using polurnet for a while now, and I think they have great service - but I would like more than 20 gb / month bandwidth. Does anyone know of a host which is reasonably priced and with decent service, but with more impressive bandwidth?
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
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.
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?
Im used DirectAdmin on my primary linux server, i need to IMAP support in php.ini for resolve my ticket import system in "WHMCS" But i dont know how can enable it on DirectAdmin.
Can you help me?
__________________ Need More Power?!PersianWhois.Com
Do you personaly think that some companys don't answer right on support tickets or don't think the right way, (like dont care) when answering a support ticket in there billing system or support system then with the client comes on a forum such as WHT and posts what happens the provider comes and helps the client much more then he would of or had in the support tickets. I see many people come on wht and bring there problems they have with there provide, Im not saying this is a bad thing to do im just trying to show every else how i see it as that the hosts don;t care about there clients but when something goes public the hosting provider trys more to fix it...
Could it be that he or she dsnt want to lose customers thats the way i think it.
GeekStorage's support is awesome. They usually answer within 10 minutes and so far (only been with them for 2 weeks!) they have solved every issue perfectly.
The quality of their support and their attention to detail is the best I have seen in the past 5 years.
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.
I want to buy a hosting service with following feature
1 SSH
2 SSL
3 Rsync
4 SVN
5 Wordpress, Drupal support ( plan to run multiple wordpress and drupal site in this hosting plan)
6 multiple domain name support in one hosting plan
7 a lot of bandwith
8 great customer support, and low down time
I do some research and have a chat with justhost.com and they seem to support everything i need however, after reading some review seem like they try to force you to update to dedicate server when your bandwidth is up.
We are a web company that currently has a WHM/cPanel server that we manage ourselves. However, we are looking for a service that will be on call for us 24/7 in case something were to go amiss and our technical team was not available to restart services, restart the server or do whatever technical troubleshooting was required to get things back up and running quickly.
I am looking for a webhost with a package that supports both ASP.NET *and* Postgres. So far, I have been able to find ones that support one but not the other.
I'm in the process of migrating some stuff to a new VPS. Some things I can do myself, some the provider has offered to help with (Future Host), but there are a number of little issues and tasks that I either don't have the time for, or aren't confident in doing myself.
I'd like to 'hire' a freelancer. Can anyone give me an idea what a going rate for doing some general WHM/cPanel tasks might be?
I moved a web site over to iweb.com about 4 months ago. I've found them to be quite responsive to simply queries and issues - quite a change from the previous host I might say. Last week I ran an FTP download to perform a backup of all the material. After about 12Mb, the transfer was aborted and I could no longer access the site by FTP, or HTTP and I couldnt get email. The site is not down though as others can access it, but I cannot access it from any computers on my network (PC and mac). I chatted with support and they said they'd have to look into it - this was last Wed (1/14). I still cannot get connected. Further diagnosis from my end leads me to believe that IP was blocked due to the FTP transfer (I was able to duplicate this from a different IP). Apparently, the problem has been escalated to the sysadms but they are swamped and can't get to my problem. I figure unblocking the IP should be an easy quick fix. Perhaps understanding why it happened and how to rectify that will take longer.
My question to the group is, is this level of service normal for iweb.com, and are my expectations of a quick fix unreasonable?
I have order VPS from VPSVille UK base data center CPanel 4 VPS plan. i have old VPS server with Cpanel too and i have try to transfer few Accounts from the old one to the new vps from VPSVille.
The sites hosted on the old server are working fine with NO ERRORS OR PROBLEMS!
Some sites have transfered and all work fine like mySQL, mail, viewing images, flash etc. But some of the sites have some errors like [url]can`t connect to database i have transfer the site automatically from WHM transfers option and manyaly creating full backup and then restoring to the new server and all the time i get the same message, the problem is not just with joomla i have problem with [url]forum PHPBB3 forum i have already transfered joomla and phpbb3 site from the old to the new server ( romanticni.com.mk and forum.romanticni.com.mk ) and all works fine on but with the user tehnolog mysql do not work like they should i have.
Additionally i have transfer [url]and on the user account paffi i can`t view any hosted image i have try to upload new images from my HDD not and i can`t view them too, Mysql is working on paffi but i cant view images. when i try to open any image i get this screen: [url]for example
User accounts paffi and tahnolog are hosted on the same old VPS and the bout f them work fine there.
I have try to contact VPSVille support and they just escape from helping me saying like i need to contact my old host because my sites do not work, i need to contact webmaster etc, etc.
Stay away from Hostsimplex.com. I signed up for the $10 a year special and without checking into the company and I went ahead and registered on August 16, 2008. A couple weeks went by and I wanted to change some information and domain on my website and they wouldn’t let me delete that account and reopen. The reason was is I wanted to reset the stats and other information so they wouldn’t show up on my domain.
Anyway, the support is horrible. All they want to do is make excuses. The website clearly says that if you are unhappy with our service within 30 days you can get a refund. No questions asked. I have been in email for almost a week regarding this issue.
I sent a Billing ticket on September 3, 2008 and to this day… No reply. I called the 866 number… No reply… I try to use the support chat on the website… No Reply! Used the Support Ticket and they won’t help. I used the member forum… It ended up in war with other users. I finally go a hold of someone yesterday and they couldn’t help me because he was a support team member and I needed to talk to billing.
I asked for the Owner and this person told me he was off until Tuesday. I know it is just $10 but I feel like they are falsely advertising the 30 day money back guarantee.
In each of these tickets that I sent I asked to have my account deleted and canceled.
They still haven’t honored my request for that. I also demanded a refund of my $10 and still haven’t responded.
I tried to catch the website and now it is down. It has been in this state since 0200 EST.
EuroSrv has the worst support. I asked them to do 1 simple thing there saying that My password doesn't work and i never even logged into the vps. They got in and they said wait 1-2 hours. If i wanted to wait 1-2 hours i would of installed that crap my self. They still never installed it after 14 hours.
After 6 days try receive 2 servers ordered with this company (DedicatedBox.net) i have request the refound because of BAD SUPPORT more at moment (2 days) not have replys of company.
