Liquidweb TRULY Heroic Support!
May 24, 2008
They have been amazing from the start. The server was up and running in no time, have had ZERO problems in the last 5 months excellent support, they fixed many issues that our incompetent website developers messed up, they went above and beyond every time. Always very friendly and helpful.
2 days ago our website was infected with an iframe virus, anyone who visted the site was infected with a trojan. This was due to the horrible job our developers did at setting permissions on the server and general stupidity. Once again, liquidweb came to the rescue, and worked tirelessly until they cleaned our site up, and brought it back online again. They even helped secure the site to help prevent this from happening again.
I honestly dont know what we would have done without their HEROIC support.
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Jul 13, 2008
More than 12 emails to explain the issue...
& 3 telephonic calls....
Several server log errors shown to help resolve the issue...
Several screenshots....
Nearly 20 hours......
Not a single convincing reply.
Some shift changers do not even read the past emails.
Imagine the trouble to explain everything....
Being associated with LW for many months I cannot say support is bad. But heroic! a big question mark...
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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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Aug 19, 2008
I have a managed dedicated box in Liquidweb for nearly 1 year and never call them by phone. Don't get me wrong, they have very good server and support via ticket so far until recently the server is getting ddos attack and have to be null route an ip address on the server.
I have a ticket about this issue and communicate back and forth however the ddos attack is very strong and the null route have to be continue. After many hours of null route, I decided to request to remove it to see if the ddos attack have been gone. As usual I submit the request through the old ticket but not getting any response after more than 30 minutes. I think the person in charge might be busy so I lift up my phone and call to Liquidweb for reminder of the message in the ticket.
Surprisingly the person who pick up the phone ask for the password of my account or the last 4 digits of my credit card number. I told him that I don't pay by credit card (I used paypal to pay) and he keep asking me my Liquidweb account password for verification purpose. I was stucked there because I don't know whether it is correct step to giveaway my Liquidweb account password? I finally told him that I will open a new ticket to remind them to reply to the message in the old ticket and hang up the phone.
Any Liquidweb customer here who have called them via phone support? Kindly share your experience here. Is the procedure to get account password for verification was one of the correct steps?
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Sep 7, 2007
2 calls, 2 tickets, still problem not solved.
I thought this is simple question, but guess i m wrong.
<?php
require_once 'DB.php';
require_once "Auth.php";
echo "seems like pear cannot be found , oops,, help me out...";
?>
this is acutal link:
[url]
it only has 3 lines. I m getting error message,cuz file is not found. I called them twice and file 1 ticket and 1 reply. the last call they said tech still try to figure out what happens, maybe something wrong with my code.
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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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Sep 24, 2008
I have been at liquidweb for a about a month and I HAVE to say. These guys are the best.
I have no affiliation with them and I feel obligated to post a review because I was jumping from one provider to another, trying to find a good VPS solution, until I found liquidweb.
Oh my god, I have posted more than 30 different tickets at the helpdesk and NONE took more than 10 minutes to be answered. Also, none took more than 25 minutes to be RESOLVED except one, which took about 8 hours to be resolved:
For this ticket, I request help with a third party application (clipshare). The technician said: Sure I can help! Poor guy. We exchanged more than 60 (sixty) emails in 8 hours. He worked together with me for 8 straight ours until the problem was completely solved. I actually felt sorry for the guy. I actually thought: "what if this guy have to go? does he have a family?".
I have never seen something like that. The only way that liquidweb.com can be better for me is if I don't have to pay for my VPS. Actually, if they double the price of their VPS, I will gladly pay.
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Oct 1, 2007
I found that the do not provide good first. I ordered a new VPS1 plan with their promotional offer on WHT. Ordered was setup on time after getting verification call from them. I selected fantastico in order form and now I found there is no fantastico installed. I asked few other query like bind is failing since server setup and there is no reply. My tickets are pending since last 4 hours. There is only Sales people are on web based support. One of them connected me to the technical support through phone but it's been another 30minutes and there is no reply.
I highly suggest not to go for LiquidWeb for VPS. I am checking if they provide moneyback as I need to use this option ultimately.
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Oct 15, 2007
Trying to ping the given test address, also the main liquidweb.com page is opening veeeery slowly.
I am from Europe so I guess that might be an issue, anyone else noticing problems or is it just me and my connections?
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Oct 20, 2007
I currently have a shared hosting plan at Liquidweb, and am considering upgrading to a VPS. After reading countless threads, I narrowed my potential hosts between Liquidweb, and Knownhost. Liquidweb won out mainly due to my extremely happy experience with them, though I do have a couple of questions.
I have been using shared hosting exclusively for years and it has served me well. I am now running a site that is gaining popularity and find that shared hosting is insufficient for my needs. Problem is, I know nothing about having to manage a VPS. I have read horror stories about having ones box hacked or exploited for some sort of zombie spam machine.
That being said, having a “Fully Managed” VPS sounds great. I read through the tutorials, mainly the “HOW TO: Secure and Optimize your VPS” and feel even more overwhelmed due the vast amount of tweaking that needs to be done in order secure a VPS.
While looking over the specs of VPS #1 on the Liquidweb site, they mention that their VPS’s feature “ServerSecure”. My question is:
Is “ServerSecure” secure to the point where I don’t need to manually add the myriad of tweaks listed in the above mentioned tutorial?
This is all new to me. I am interested in learning how to take care of a server, but I don’t want to be exploited in the mean time.
Also, my site is running two installs of Wordpress with a moderate amount of plugins. I run one for production, and one for testing puposes. I also run Mint. All have MySQL databases. While I do not currently have wpcache installed, I do plan to install it after moving to a VPS.
I have tentatively decided on VPS #1. My only worry is the amount of RAM included in the package. I found the “LiquidWeb: 10 Year Anniversary Special” thread in the “VPS Hosting Offers” forum and noticed that the RAM is upgraded from 256MB to 384MB, but I am worried that it may not be enough. I would like to have the specs of a VPS #1 server, but have the RAM (512MB to 768MB) of a VPS #2 server. The thing is, the VPS #1 configuration page does not allow me to upgrade the RAM beyond 384MB.
Will Liquidweb allow me to upgrade just the RAM of a particular server?
I realize that I could contact Liquidweb sales reps and ask, but I thought I would bundle this with my other question here first in the hopes that someone might know.
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Apr 17, 2007
I just got a second server with them and all was fine until I logged into WHM today and got some message about missing A-Hostnames?
This was never there before. All seemed fine for about 2 weeks.. Things still look OK I think..
I ask for support but the support is really confusing and they dont explain things. My first server runs like a champ but it took them a month to sort out hostname issues with my first server.. They configured wrong....
Now here we go again...
to ensure things are properly configured..
Also, Im running a script on the first server that works fine...
On the new server it just doesnt work.. The script company is saying curl and ssl aren't enabled on the new server? I'm not sure what this means..
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Jul 21, 2007
i am a current customer of LW but i am thinking about switching to 1&1
any reviews?
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Sep 2, 2007
I paid for a VPS server for one month on LiquidWeb last week which didn't work from the off. After spending many hours with their support, they wouldn't fix it and made some excuse up. I requested to have my account cancelled and a refund on Day 1 but all week they've been making excuses up and are refusing to cancel my account, let alone give me a refund.
What should I do here? I don't see why I paid them $60 via Paypal for a VPS that didn't even work properly. I want a full refund.
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May 24, 2008
I have about 30 websites under my belt right now with ixwebhosting.com. I have 1 account but nearly 30 sites linked to that account - yes yes, means it is VERY slow because a) it's on a shared server, and b) there are literally thousands of sites on my server (did a reverse Ip lookup)
I've just recently started a new forum which has taken off, to the point where the database cannot be pulled up half the time because soo many people are on the server. This is NOT good. I'm missing out on revenue that could be gained, and since I'm advertising/marketing this site, it sucks even more!
So my question is - I'm goin to move all of my websites to a dedicated server. I thought about a VPS, but for $30 more monthly I can have a dedicated with a gig of memory, yadda yadda yadda...
Should I use 1and1.com? They are $99.99/monthly, or should I use someone else? Who else can compete at that price? I get everything I need with 1and1, including enough hard drive space, enough ram (for now), control panel, etc...
I'm a n00b in the dedicated server world, so help would be great. I plan to purchase a dedicated server within the next few days, and so far 1and1 has been my best bet when it comes down to money.
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Aug 7, 2007
I need some quidance and suggestions to pick right provider
My main and important basic needs
-fully managed (because i dont have much knowledge about servers)
-Quick response and good support (very impotant)
-best uptime(very important)
-space least 20 gb
-ram 512
-Budget round 50-75$
PS: Eapps giving me plus point if i host my existing java small application or do just some practice
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Oct 14, 2008
LiquidWeb or KnownHost?? Which one is better?
Which one is the better VPS provider? LiquidWeb or KnownHost?
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May 31, 2008
Well, this is truly a disappointment.
Let me first say that I'm a big believer that (in todays age) buying something should be simple. It shouldnt be complicated or difficult. If I want to give someone money, then I'd hope they'd take it and provide me a service.
Not at liquidweb.
After reading a bunch of different opinions, we finally opt'ed to try out LiquidWeb's VPS service. The price was decent, the services looked right, and the reviews on WHT were really good.
I submit my order - wait for my confirmation call.
I get that call, but it is left on my office phone (the number I used to sign up with). No problem, I call LW back at the number they left and proceeded to complete my order.
The person who answered said they needed to call me back on the number that was submitted with the order. My office is 45 minutes away, and I asked if it were possible to leave me a message or something else so that we could play with the VPS over the weekend. No.
<conversation>
So my only option is to wait until Monday?
Yup.
Could I cancel the order and resubmit with a phone that I'm sitting next to?
Yup.
So what's the difference?
Don't know.
Ok - let's cancel the order and I will try another host that wants my money.
Ok.
Do you need my name?
Sure.
</conversation>
And that's it. I asked for an email confirmation, and we'll see if I actually get the account cancelled or if this evolves into a nightmare.
It may sound like I'm being hard to deal with. I certainly can appericiate the value of validating an order. However, tell me that, or give me a way of proving an alternate number or verification mechanism (maybe to read the CV2 number on the card?).
First impressions are everything for us.. In a day and age where there are literally hundreds of vendors who can provide the same thing, I'd think these kinds of issues would be a thing of the past.
Say what you want about 1&1, but they have always given us what we needed when we needed it.
Mosso - samething.
Now that we have ruled out Liquidweb, anyone have any suggestions for a good VPS provider? We were also looking at Virpus, but decided against them with the recent talk of all the "migration" troubles.
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May 6, 2008
I am looking at a dedicated server from serverbeach or a vps from liquidweb
"web stuff"
i run a website in which only my friends could access
the site is using gallery with about 3,000 pictures from local car shows
the monthly visits is under 80
"email stuff"
one important thing is eye candy
which one has a better email gui because i am willing to pay up to $100.00 per month for a flashy email gui
currently hosted with gate.com and they suck and my friends showed me 2 programs called zimbra & smartermail which look so cool and they told me you need a server or vps
and if you are wondering i am a college kid so that's why this post sounds so stupid but it's real
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Apr 1, 2008
So, I plan to switch to one of those two dedicated server hosts. I am not sure which one is better. I kinda like them both, but have no experience with them. What do you think?
Liquidweb.com offer:
Processor: Intel Q6600 QUAD CORE
Memory: 2GB DDR SDRAM
Hd1: 120GB 7200RPM SATA / 8MB Cache (+Upgrade to 250GB drive)
Hd2: 120GB 7200RPM SATA / 8MB Cache (+Upgrade to 250GB drive)
RemoteBackup: 50GB Remote Backup (+Offsite Backup)
OS: Linux - CentOS 4
ControlPanel: CPanel / Web Host Manager (+ServerSecure) (+Fantastico/XController)
SetupFee: $350 Setup Fee
Monthly Fee: $249 /mon
Wiredtree.com offer:
CPU E6420 (Dual-Core 2.13Ghz 4MB Cache)
2GB ECC DDR2
250GB SATA II 7200 RPM 16MB Cache
250GB SATA II 7200 RPM 16MB Cache
100 Mbs Public + 100 Mbs Private
2000 GB Transfer
$199 setup fee
247$ per month
Fully managed
Linux CentOs, MySQL
I am leaning to Wiredtree because they are new and small company (i think) and I think these new companies are quite nice to their customers in fullfiling their needs but that is non objective opinion. Both companies have good reviews out there. So it's simply choice of user experience with them.
So, in your humble opinion which one should become my favorite host for the next few years.
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Oct 3, 2009
Hello everyone, i would like to know if the forum has users from Europe and that they have dedicate server at Liquid Web. I have few dedicate servers at liquidweb and in past 12 months I have big problems with speed with these servers, and with speed to them. Speed download / upload sometimes does not exceed either 512 Kbps and sometimes download or upload from liquidweb server can be only 10 kB/s.
Loading of some pages can take for 1 minute. I opened a ticket for this problem, but the Support feedback told me that this is quite normal for my distance which I consider totally unacceptable. It is acceptable that the ping must be large, but low speed is simply unimaginable.
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Nov 24, 2008
MOVING from LIQUIDWEB to ... ?
I want to move from liquid web, but i don't know where to go.
the reason is, i need more bandwith (about 1000GB) and they said, the limit in a VPS is 700GB, to get more i should go to a dedicated.
my budget doesn't allow me to go to a dedicated.
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May 6, 2009
I was wondering what people thought of Liquid Web, my friend has his site (twivo.com) with Liquid Web and says they are absolutely amazing. But I want to know what other people think of them.
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Mar 15, 2009
what are the companies using liquidweb's datacenter?
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Apr 23, 2009
I work for a medium sized non-profit organization. We are currently looking to upgrading our hosting. These are our requirements:
- 2 gigs of storage
- 15-20 gigs of bandwidth
- PHP/MySQL
- SSH access
- As fast and reliable as possible
Our budget is up to $30/month, but I'd like to pay a little less if possible. Most importantly, we need the hosting to be fast and reliable. Our website is built with PHP/MySQL, and right now it takes forever to load anything. It seems that Medialayer and Liquidweb keep coming up as reliable and fast hosts, so I'd like to hear your thoughts as to which you think would fit our organization best.
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Jan 4, 2009
We need to move couple of sites from their current platform. If you had to pick either HostMySite or LiquidWeb, which one would you choose for shared hosting?
It will be nice to have Pros and Cons
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Apr 8, 2009
we have a vps hosting package through liquidweb which offers 200gb of bandwidth.
Recently we got a bill with an overage fee of $2527.5 for 3370GB additional bandwidth. I looked at all the cpanel logs and since we had the hosting account we never went over 10gb including the month they said we went over 3370 GB. I put a ticket into liquidweb and they said we launched "Multi-media services" during the same month of the overage, resulting in the overage. We did no such thing, the only thing we did was add content to our website. In the end they want us to pay the bill without offering any log or idea where the bandwidth came from. I'm just wondering if theres anything we can do other then just taking a bill for $2500 of unknowns.
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Nov 26, 2008
no needs to go or to stay with a poor company like liquidweb, all i can say about liquidweb is: "They love money more, more and more then a customer"
They stop to offer a money back guarantee. why? a man from liquidweb may tell us.
any way, i cancelled my vps, they took my money, hope you enjoy (LIQUIDWEB)
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Jul 18, 2008
I can't reach our servers, or LiquidWeb's site.
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Jul 16, 2008
My company went with Liquidweb over 3 years ago on the strength of positive recommendations given in this forum. For the most part things have been good, but service and quality have visibly deteriorated in the last few months, and I feel that the community should know. Here are a few examples:
1) We ordered a new dedicated database server from Liquidweb. It started crashing randomly, requiring a full system reboot. The only software we were running on this server was Postgres, which doesn't typically halt linux systems. The first time it crashed we chalked it up to a fluke. The techs at Liquidweb said it was probably "due to serverload", even though this server wasn't heavily stressed at all.
A few weeks later it crashed again. I talked to a Liquidweb tech and he said there were some weird hard drive related messages on the terminal in the datacenter. He said he would have a systems restore "specialist" look into it. This was at 3AM in the morning. The next morning, the server was back up, but we wanted an explanation for the down time. Another Liquidweb tech put us in touch with a systems restore specialist, who said that "we don't know went wrong. the error seems so sporadic that we cannot debug it without an error message." I asked him what happened to the error messages that were on screen the previous night. He said that someone had reboot the system without taking note of the error messages! So basically, his attitude was to wait for it to crash again, rather than proactively try to solve the problem!
I grew frustrated with them and asked him to run an HD scan to check the integrity of the disk. He said that they didn't really have any tools to do that except for one, and seemed reluctant to run it. I told him to do it anyway. It turned up massive failures with the integrity of the hard disk (on this, our brand new server). The fact that I had to basically tell him how to do his job to get our server back running was not the kind of service we were paying for.
2. This morning. For no reason, one of our webservers was unable to contact any of the internal servers in our network, resulting in downtime. I called a specialist at Liquidweb. He didn't know what was going on. I asked him to check the network cables, because the servers were still accessible via their remote ips, just not on the internal ones. He went down to the server room and said that the network cable from our webserver to the switch was simply unplugged. I don't even know how that could have happened, given the fact that it had been working fine for months, and we hadn't had any changes of hardware. Don't these cables snap in with a clip? Can someone explain to me how that is possible short of someone tripping over the wire, then failing to put it back in?
3. Now. The Liquidweb network has been down for an hour. Completely down, inaccessible. This must affect hundreds of sites. The explanation, given on the support page (liquidweb.com/support), is:
"We are currently experiencing latency and packet loss affecting portions of our network. Our network engineers are currently working on the issue and we will update this page as more information is available."
It doesn't seem like a latency or packetloss issue. It's a connectivity issue. Their network is down. Their Dedicated SLA guarantees 100% uptime. I'm not a network expert, but this would seem to imply some redundancy or failover. Which should prevent this currently impossible situation from happening.
We have multiple servers with them, and are currently spending thousands of dollars each month. Given that Liquidweb is more expensive than many other alternatives, a material portion of our monthly fees go towards that unseen "premium" of quality service and quality technology that now seems to be rapidly falling.
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Jul 17, 2008
I'm practically ready to click on that 'order' button for a VPS.
I am just stuck in deciding between Liquidweb and Wiredtree.
I'll be running a few scripts and cron jobs, so there may be periods where I hit the server resources a little harder.
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