Solid Internet Servers Down

Oct 15, 2009

I have been a client of SolidInternet for exactly 7 years back since they were Myacen. I was able to deal with the fact that their customer service was less than desirable.

It was a little better as Myacen but SolidInternet seemed to adopt the philosophy that customer service was less needed.

I was never able to access their forums because it would not allow me to register. For months ever since they changed their site I have not been able to access my account page. So they started to automatic bill me. I did not make a big deal of it because for the most part my site was staying up.

NOW, there is a BIG problem. My site has been down since early Monday evening. TWO of their servers (server 4 and server 8) were down in red on their server status page when I checked up until Tuesday night. Since then, they have removed their support page (and server status page) and replaced it with a page that says "Back Soon." They have also removed their live chat which didn't work once you entered it anyway.

I have emailed them twice at sales@tw.com.au and msn@solidinternet.com since Tuesday night to request SOME kind of update as to what is going on. NO response.

Is anyone else aware of this problem? I am very close to switching hosts. 7 years ago I signed up with Hostpacket and they had only a few people running it until eventually the owner abandoned ship. I chose Myacen because they seemed to have a good track record at the time and good package. Now I get the feeling their level of support has been short staffed as well and it seems like now they just don't care.

Does anyone know anything about what is going on with SolidInternet or experiencing the same problem? Is there anyone from SolidInternet on this board able to give an update as to why two of their servers have been down almost 72 hours?

As far as new hosts I am looking into the following: hostgator, 1and1, ixwebhosting, dreamhost, hostmonster, godaddy. I'd love to go with pair.com but they don't offer enough and are expensive (except for the fact that they do provide great customer service and uptime from what I hear). I want someone with a long track record and good customer support if needed.

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Solid Internet

Sep 14, 2009

My site/e-mail/etc that is hosted by Solid Internet has been down for almost 2 weeks. This is causing me some major problems.

Their support forum doesn't work, their phones go straight to voicemail, their voicemail inbox is full, they don't respond to e-mails or support tickets. I'm not sure what else I can do to find out what the problem is?

I've only just renewed for a further year too so I'm not overly keen on flushing all that money down the toilet.

I don't think I have any site back ups, certainly no recent ones so I don't want to lose everything which I assume I'll need to do to move to a new host?

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Wholesale Internet HAS THE WORST BILLING SYSTEM / CUSTOMER SUPPORT SYSTEM EVER
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Here's the issue. In ubersmith we have paypal + a spare credit card running. I setup a paypal subscription so I was to be billed automatically.

Ubersmith however was not tracking the subscription payments and instead billed our credit card.

This left me with double the charges for 3 months on my credit card and paypal ...

I have asked for a refund since September and have heard NOTHING.

I have vouched for Wholesale internet plenty but if this does not get taken care of Aaron I will be chargebacking every single charge for the last year ... maybe that'll get your attention

The billing department = Rebecca - a woman who neither answers the phone nor emails

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We aquired a dedicated with wholesaleinternet a few months back. Other than slightly annoying but very short periods of downtime several times a week there were no major problems. Then the server became unreachable.

After many hours I finally get a tech response to my priority TT stating a fsck had to be performed. My initial worry was that the HD was failing as huge sectors should not be corrupt - certainly no software was running to cause this.

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BEFORE the server went down for the final time we made it very clear that we simply cannot wait any longer and had no choice but to cancel our account. This was ignored and the HD changed anyway. We also made it clear that the huge problems caused should mean that there was no way we should require a month's notice to leave them. The downtime, huge delays in responding to priority tickets and inability of tech staff to recognise a simple HD failure means we need to go elsewhere. The downtime has cost us a LOT of money and several very good google results still have not recovered so the cost to us continues in a big way.

Despite the 2 weeks of more or less continual downtime causing us to have no choice but to switch hosts they now have the audacity to send debt collectors after us for not giving 1 months notice. On cancelling the account my reasons were made very, very clear and that given the situation I would not expect to need a months notice and certainly not to be charged.

So my advice...look elsewhere. There are some very professional companies about with competent tech staff and who give a damn about even their lower end customers.

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I have sent emails using my regular email accounts plus sent emails using a gmail account.

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I'm creating yet another ticket now in hopes that somebody there responds.

The server was fine as was the network, never had any issues, but the lack of support for billing was not.

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I decided to let everyone know about WholesaleInternet (wholesaleinternet.net) company and how people from this company treat clients.

2 days ago my server was taken offline. After contacting support team, I was told someone was hosting phishing page. However, they didn't send me any email. I asked them to send abuse report for me.

As soon as I got it, I told that I will remove bad site from server as soon as they will activate server. Since then they just ignore all my tickets. Server is down for 2 days, I have opened support ticket and all my requests are ignored. Phone support is total 'scam', because I always here same message 'We can not answer your call' for 2 days.

I understand this company is being managed by single person only, but I didn't believe it's so awful.

My server is still down, and I have no idea what to do next. They even don't allow me to remove bad site or move all sites from server to another provider.

And yes, I also PMed Aaron via this forum, but he just replied 'Abuse has the impression that you are intentionally using the server for illegal activities. I looked at the ticket and I can see why they think that especially when you tell them you will move the phishing site to another server.' Then he started ignoring all my messages too.

What abuse team!? Company of single person has abuse team? Sure... I can't believe that moving site to other server (after removing phishing content from it) is treated as illegal activity by Wholesale Internet.

Well, I lost hundreds of dollars already, and it looks I need to start everything from 0 (because company just ignores me), so the only thing I can do - tell everyone RUN AWAY from this awful provider as soon as you can. Because if someone will hack one of your customer accounts and upload phishing page, they will destroy your hosting without any questions asked.

I will post more detailed review about this company later, including screenshots from my support desk, etc. So if you think getting a server with them, think again!

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