Worse Customer Service On 'THE PLANET'
May 6, 2009
That "free first month" looked like a great deal until we got shutdown, over-billed, the server is NOT what we agreed on in the contract, and we cannot speak with anyone in a supervisory position.
When the account agreement was entered into, all information was sent to The Planet via The Planet salesman who sold us the account. It appears from subsequent email that he forwarded the contract and information to the planet via his Blackberry. This included all necessary contracts, billing, and credit card information. Hmm.
Exactly one month later the service was suspended. After contacting 'The Planet' we were told our credit card had been declined. We argued this point supported by our own banking information. We were told to simply add the credit card information into the 'orbit' billing portal so we did. Then we were told we would need to re-verify all the card holder information since we were adding a new card into the system. This point I also argued since we were adding THE SAME card information that they had from day one.
I was told by the person that handled my call regarding the suspension that the matter would be fixed. He would also have a supervisor phone me. I told him as long as they fix the billing error there is no need to have the supervisor phone me unless they took issue with my complaints. So nobody contacted me. They opened and closed numerous tickets and proceeded to bill me a $50.00 "reconnection fee".
I have now phoned The Planet numerous times since the 5th of May. I cannot speak with anyone in a supervisory position. They just keep telling me the supervisor will phone me.
For a company that is so large, customer service at this company sounds like three teenagers in 2 bedroom apartment. Not to mention the fact that since that server has been online it has been a magnet for IP scans. I found a possible reason for that problem in a September 30th 08 report by Netcraft,
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Jun 14, 2008
I recently switched webhosts from The Planet to iWeb -- not really because of the recent outages at The Planet but more because I was just looking for a better price/performance ratio. I thought other people should be warned about my experience, which was that it was not possible to get The Planet to honor my request to cancel service.
I filled out their online form to cancel service. They then sent me an automated email saying that I had to call a certain 800 number within 48 hours to confirm. When I called that number, I got a message saying that all their people were busy, and offering to let me leave a message and have them call me back. I tried four or five times over then next day and a half or so, leaving multiple messages, but I never got through, and they never returned my calls. I then opened an online chat session with one of their people. After going around in circles for a while, she told me that The Planet had a new policy, which was that confirmation was not required in order to cancel an account. She assured me that my account would be canceled within 48 hours of my original request, and that I would receive an email by then confirming the cancellation of the service.
At this point my monthly billing date was only one day away, and I wasn't very convinced that they actually would refrain from billing me. So I called my credit card company and changed my credit card number to make sure that it wouldn't be possible for The Planet to run the recurring charge. (Changing the number seems to be the thing to do in this situation, and is really not that difficult. You just have to switch any other recurring-charge accounts to a different credit card, and wait a week for the new version of the card whose number was changed.)
Well, sure enough, I got an email from The Planet saying that they'd tried to bill me, and the charge had failed.
I don't know if this is a systematic problem at The Planet. A couple of things may have contributed to the problem. One is that I was originally a customer of Rackshack, which was renamed to EV1 and later bought by The Planet. The Planet apparently has separate user databases for the two sets of customers, and this initially confused the person I talked with in the chat session, although she eventually assured me that it was ok. The other factor that may not be generally applicable is that this was in the time period right after the explosion at one of their data centers, so things were probably crazy there, and that may have contributed to their problem with processing the cancellation correctly.
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Dec 22, 2008
I've searched and have read the reviews of iicinternet and how poorly they treat customers but I had their service about 4 years ago and dont remember any of the reviews complaints being true. So I've decided to order service to see for myself and give them a fair chance to prove their critics wrong. I ordered service on saturday december 13th, it was the weekend and they dont say anywhere on their site that they setup new accounts over the weekend but I did not get a confirmation of my order, just a paypal email confirming I've paid for the service. So I waited, come monday no contact from iicinternet, then tuesday came and no contact so I used the yahoo pingbox on their site, bill would answer, ask for my last name then after about 20 minutes go idle and never return. So I waited, wednesday I did the same thing. I contacted bill via their yahoo pingbox, and he did the same thing asked for my last name then went idle. This time every 5 minutes when he wouldnt say anything I would ask if he was still there, he would reply with just the word "standby" and then go idle after about an hour. I continued to do this until friday dec 19th, when I emailed steve and support about the issue. I continued to contact bill on their yahoo pingbox to no avail. Today I called them and had the guy who answered pick up the phone, ask for my last name, then put me on hold for an hour never getting back to me.
Now when you buy a dedicated server for under $20 you dont expect much, but I do expect a server within a reasonable amount of time or at least some information as to why its not setup. Now going into this I knew that I might run into some bad customer service and I know you get what you pay for but I was hoping that I'd get at least some information on why it'd take over a week to setup a server, not to mention that the paypal subscription is automated and even if I've only had my server for 2 weeks they're going to auto-renew on the anniversary of the subscription which is completely unfair.
For anyone thinking about service with these folks please reconsider, you will just end up losing your money.
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Apr 22, 2008
I thought you should know about the lazy and rubbish customer service at Knownhost.
I have a trojan in my 404 file of one of my blogs, which a spammer is using to insert 1600+ links into my header and footer. This of course will ruin my SEO, and google my even ban me for spamming and linking to dodgy sites.
My web developer told me to contact Knownhost which I did, but check out this reply:
Hello Julian,
The abuse queue is only for abuse reports regarding our customers. Please open a ticket with our support team directly through our helpdesk if you require technical assistance with your VPS.
Thanks,
Helen
KnownHost abuse
The word "abuse" seemed suitable, becuase my site is being abused, there is no description to explain what "Abuse" is for. Plus it took her about 3 hours to contact me, even though i marked it as critical, and then she refused to deal with it. The last straw is the fact that she didn't even pass it onto the right department. Its a good job that i was checking my emails.
So now i have to go and open a new ticket, not happy!
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Apr 2, 2008
I am writing this message to share with fellow readers my sincere dissatisfaction and utter disappointment with the low standards and non-performance of customer service at 1&1.com. The following message is a copy of a feedback e-mail that I sent to 1&1 management after cancelling my Dedicated Server. I was a customer since 2005.
----
Dear Sir or Madam:
I am writing to provide you with feedback on my experience with 1&1, and the events and circumstances that led me to cancel my Dedicated Server Package (a "1&1 Managed Server III"). I have been a customer since 2005, and over the course of these past few years, have witnessed the gradual degradation of service, transparency, and accountability by 1&1 customer service and technical support staff.
I purchased a Managed Server because I wanted support personnel to administer my system, so that my business team and I could focus on building and developing content. We design and launch web sites and interactive communities focused around creative topics, and our sites are ultimately very successful and highly active. Upgrades of our server's operating system were often done reactively and late, rather than proactively and positively, at times exposing our server to security holes and performance inefficiencies. However, my real disappointment rests with how your customer service has been managed.
Over the past year, there were complete server outages that lasted several hours at a stretch. When I was aware of these, I would call the 1&1 Customer Service line, via the "dedicated server" 1-800 number that your company had established. What I received was an outsourced call center in India, with absolutely no ability to perform technical or quality maintenance on my server. The customer service representatives were marginally understandable through their thick accents, and were very clearly reading from a script. Their inability to think creatively and adapt solutions to the problems at hand is understandable, even if frustrating; but entirely unacceptable is the fact that, by their own admission on several calls over the past few months, the data center in the United States was unstaffed. Ordinarily, Tier-1 customer service escalates to live Tier-2 and Tier-3 technicians and admins; your customer service department, however, was left lodging help desk tickets into a system that, according to them, would not be checked in days.
In the latest episode, my dedicated server went offline on Friday night. Saturday morning, I was on the phone with your customer service personnel, who told me that the U.S. data center where my server was located was unstaffed on weekends and admins might not be able to get to my issue until Monday morning. They repeatedly offered insulting "scripted" suggestions as to why my server was offline ("perhaps it was my Internet Service Provider?", for example). Finally, they concluded that there was nothing that they could do - not even a remote-reboot, which is now standard in the industry (such as an APC-reboot). All in all, my server was offline for over 20 hours without explanation, with no clear accountability, and with zero communication. When I kept calling, demanding escalation, I finally got through to an admin in the United States, who managed to remote-force-reboot my machine. After I conversed with him briefly, he simply said he did not know why my server went offline.
Our Dedicated Server's system specifications were modest, but still competitive (a Pentium 4, 2 Gigs of RAM machine, with around 500 concurrent MySQL connections on a single site). Our site's system specifications, using out-of-the-box software that we licensed to run our site, should easily have supported thousands of concurrent connections before we needed to upgrade our system. Nevertheless, I specifically paid extra and purchased 1&1's "managed dedicated server" option because I wanted the extra care and attention to our business-critical web sites.
FEEDBACK ITEMS:
To improve upon your business, I recommend three immediate changes.
1. Train Your Customer Service Personnel.
Your Indian/Outsourced customer service appeared generally unfamiliar with both my package (they had to escalate several times, placing me on hold for over 20 minutes at a stretch, before they could conclude that I had a dedicated and managed server), and had been reading from an outdated script that left them uninformed and incompetent to handle even basic queries on system status, server and service readiness, and the functionality of my server. Furthermore, they were completely unsupported by not having any live technical team working during reasonable hours.
2. Staff your U.S. Data Center.
It is astonishing, and horrifying, to me that 1&1 is apparently selling any hosting services, much less dedicated/managed hosting services, on a data center that is apparently not staffed with technicians 24 hours a day, 7 days a week. In my situation, my business-critical server went offline for nearly 24 hours, and there was no one that either I, or your Outsourced/Indian Tier-1 customer support could escalate to in order to get accountability. Furthermore, there was no transparency: there is no number to reach a live human being on-site at the data center, and your Customer Service personnel seemed either unable or unwilling to ask questions to figure out if anyone was in charge on the ground. They concluded to me, on the phone, that the "technicians were home for the weekend". That is entirely unacceptable, and it operates on a level of non-performance that is shocking to me as both a business executive and an organizational manager.
3. Provide full-time, English-speaking, U.S.-based Customer Service.
Your call center in India was staffed with people who, quite frankly, were neither qualified nor competent to handle the concerns of your United States and European customers. When asked questions that deviated from the script that they were reading (you could hear them both typing and flipping pages to try and find the answer), they ended up placing me on hold for long stretches of time. There is zero innovation, and absolutely no adaptability by your customer service at this call center. When this scenario unfolds, there absolutely must be an immediate, Tier-2 customer service personnel that can promptly, professionally, and courteously handle the concerns of your customers, and they should do so in an intelligent, dynamic, innovative fashion. I am extremely patient and forgiving of outsourced and offshore technical solutions, especially since my business leverages a global model similar to most information technology consultancies. I can only imagine the number of clients that your user-unfriendly, backward, and mentally-atrophied customer representatives have cost you. The fact that they are the only customer support you offer before escalation to a (non-existent or absent) technical team is unacceptable, and speaks of a systematic failure in your organizational management and escalation hierarchy structure. Please, for the sake of your future customers, provide a full-time, intelligent, responsive, and communicative U.S.-based customer service team.
CONCLUSION
In closing, I want to reiterate my sadness at having come to the decision to cancel my 1&1 account and close all of my business with your organization. I have been a customer for nearly three years with your company, and have been very patient and understanding of the delays and mismanagement with customer service, especially since it seemed that in previous years, you had an attentive and present technical support team that would resolve matters promptly. However, after the past few months, I have witnessed the apparent absence of any service level agreement to respond to issues, queries, or escalations, the complete incompetence and mismanagement at your outsourced and offshore Indian call-center, and gross non-performance of your technical personnel and utter negligence of your support staff on the data center. Within a matter of moments, I was able to identify a major and large-scale competitor of yours that offered me an enterprise server solution at a U.S.-based data center that was staffed 24 hours a day, 7 days a week; a full-time U.S.-based customer service team that had guaranteed SLA's of responsiveness; and, professional management services for a comprehensive management solution -- all of this at a cost less than what you currently charge new customers.
The decision was one of the easiest ones I have ever made.
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Aug 17, 2008
I bought a shell from them but they are also a VPS company so I figured I would warn everyone about them...
I put in a cancel request a few days ago, I just asked to cancel. I didn't specify to cancel immediately or at the end of my month.
I assumed they would leave my service running for the time I paid for, reguardless of my cancel request (like a good natured business would do)
I sure was wrong.
My service was shutoff immediately, and my account for billing/support was closed so I couldn't login to update my support ticket.
When I joined their IRC channel and asked about it, I was laughed at by the ops and staff of sh3lls because I was upset they shutoff my account early.
They said it was cancelled because I opened a ticket asking for it to be cancelled. Which is true, as I have already said, however I did not ask for it to be cancelled immediately. Sh3lls should have either asked me if I want the account cancelled immediately, or just left it running for the remaining time I paid for.
I also cancelled 2 other services with different companies this week, one a VPS company, and one a Web Hosting company, both automatically left my service running until the end of the month - they didn't even try to shut off my services early.
That's what a honest, ethical company would do. They wouldn't automatically shut your service down early, so they can make a few extra dollars off you!
Beware of sh3lls, not only will they shut off your service early, but their admins/staff will laugh at you when you ask for help!
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Jun 21, 2008
Is there anyone using bitesites? I have anready send some emails to them for more than 2 days but got no reply. Anyone know what wrong with them?
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Jun 24, 2008
I have to tell about the excellent service I received with Polur.Net. I recently put in a request regarding running a 3rd party script to support. I expected a response with complicated instructions but instead the Polur Team went beyond my expectations by running the script for me and even correcting my own errors which ensured that everything worked great.
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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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May 30, 2008
I can't believe the hours of BS I had to go through with Godaddy hosting to get a subdomain to work. Their online "help" is horrible, incorrect, and incomplete.
For people who may have this problem, here's what I had to go through:
You can go into "Domain Management" and "Add a Subdomain" and have it point to a specific directory. Fine. That's all well and good, but that in itself does nothing and their help implies that's all you have to do and you're set, boom you have a subdomain. Not so fast.
You have to go into your "DNS Manager" and add a CNAME record with the same name as your subdomain and have it point to @. So apparently you have to change the DNS first so web browsers recognize the subdomain and get redirected to your host, then the domain management "subdomain rule" kicks in and it knows to go to a certain directory.
The funny part is the customer cervice person knew none of this. He kept insisting I had to add an A record, obviously just reading from a script. And even if I did have to mess with my DNS settings to enable my subdomain why wasn't this in the "help" on your website? Unbelieveable.
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Apr 20, 2009
Couple days ago all of a sudden my host that I've been with for years all of a sudden went down the drain. Why? Supposedly, my site was used for spam? Stupid. They are "trying" to compile my database and files, but I DOUBT that will happen.
With an already 24 hour downtime. I am receiving a lot of emails and phone calls on site. I need my community to get back up asap! So I guess it's time to find a new host.
I need a RECOMMENDATION on a westcoast host that will provide me with great customer service and the requirements I need to run my community.
Must handle vBulletin real well, have the requirements I need, and have great customer service.
This is a local forum, which is why I would like to be on a Westcoast Host.
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Sep 23, 2009
just want to say this forum kicks some serious arse. It helped me out tremendously with a potential scam that I almost got myself caught in this morning. Secondly, since I am on here posting this morning I might as well post up a one year review of Singlehop.com and the dedicated server I am using.
My websites hosted on rig: www.svtsnake.com, www.nsgcenter.com, www.nextlevelhardware.com
My host: SingleHop
My sales rep: Miguel Villegas
My hosting package: Dedicated Server E8400, 2GB ram, 250GB HDD (non raid), Plesk CP with 5 domain license.
My monthly pricing: 189.00 even per month
At the beginning of my term about a year ago I was achieving 2.1 to 3.0 MB/s throughput down and close to 500 KB/s up which is excellent and really incredible for working on SSH Secure Shell for me with uploading and downloading DB files, etc. At this current point in time I have noticed a minor decrease in speed to around 1.5 MB/s download speeds and at nighttime hours around 700K, which is more than ample and still excellent IMO as you will see in this picture: http://nsgcenter.com/dlspeed.jpg
I am very happy with overall throughput of the server at almost all hours. You can check out overall network response time and server DB response by playing around with the vbulletin database I run at svtsnake.com. There is always a huge amount of concurrent users and never any slowdown.
Something else incredible for me with Singlehop so far is network downtime. I can honestly say, since my latest term with them. I was also a customer a few years ago and had a few issues with server downtime that I ceased being a customer with them because of it. However, I was refunded an compensated in a timely matter and everything was taken care of immediately.
However, it seems that as of recently they have improved there infrastructure tremendously because I have NOT been down for 1 second in over 7 months. Even when they schedule downtine, my server has never noticed it. My uptime has been 100% for every single day that I have owned this server on Singlehop.com.
There is one issue that I can say I am very unhappy with, and it is an issue where all partys can be blamed even including myself. I am well aware that there policy states after 3 days of non payment they can shut down server connection. So, I was a customer for seven months when a new single hop account executive named Miguel Villegas joined the team and was my representative. I had changed my cell phone and never updated the file, and at the same time I own multiple businesses and frequently close and open different credit/debit/rewards cards to be used for processing payment. Note that I have never missed a payment with them up until this point. The payment was do on like the 18th of the month or something, and I received the invoice thinking that my credit card on file was automatically going to pay my bill like it always does. But it just so happens that the credit card I had on file with singlehop was stolen at a nightclub in NYC called MansionNYC, and I was pick pocketed. I lost all of my credit cards that night and called up to report all of them stolen. So, obviously I was issued new credit card and I was waiting for them to issue me new cards in the mail and new numbers, which took about 3 to 5 days with most companys. So, here I am 3 days late for payment and I wake up one morning and ALL of my websites are completely shut down. No notification, no warning, just closed and I got an email from Miguel Villegas my account representative explaing that my server was turned off until I remit payment.
I called up Singlehop and I was furiated, yelled almost at the top of my lungs that they simply just shut off a server, after 3 days of payment. Especially in a situation like this and they never even called me up to let me know they were doing this because my cell phone was different on file - which was mis-communication on my part. At this point in time I called up my bank HSBC and got an emergency debit card number to make the payment to Miguel through email and my server was re-activated.
But, 3 days after invoice is due to just cancel someones server or suspend it is definitely not good business policy. I have been a customers for almost a year and the whole incident was a fluke, they didnt have to suspend the server. In my business, we give a customer at least 30 days to pay a bill. But thats not the point, I know there policy states you have 3 days to remit payment or policy account suspension. But I think that is a horrendous policy, especially for emergency situations like I was in. What happens if the owner of a business is dying of an anyeurism in the hospital and is 3 days late with his web payment for his website, does singlehop simply suspend his 16 million hit per month vbulletin forum just because of lack of communication and payment?
I am still a longstanding customer with Singlehop but felt I needed to share that story with everyone. So, yes I am very happy with quality of service, speed of service, tech support, packages offered. But, I am very upset about there payment policy regarding 3 days of lack of payment that just aint right. I really like the attitude and business practices of the execs at the company and they are going to hate me for the negative feedback of my one bad incident with them, but overall Singlehop has my business and will have my business UNTIL either the server is offline every other week, or my DB crashes due to SInglehop issues. LOL Neither I think will be happening anytime soon.
Thanks for reading everyone. If anything, I hope Singlehop reads this and considers modifying there policy regarding server suspension and lack of payment maybe to something more like 10 to 15 days. Not 3 days.
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Jul 9, 2008
I started the top 3 best thread now lets do your worse webhosts.
In my opinion i have not had any really bad hosts.
Drgservers i wasen't 100% happy about was there customer support lacked.
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May 23, 2009
I'm come here to complain the hosting company hostmonster which is the very bad hosing provide company. Until now,
I have contact with them for 36 hours, and my website is still down.
the first 12 hours, the server is down. after that, they are installing sever packages on it. after that, they did
not do any work on it. they not recover my data, my website's content is gone!
I contact them many times, some time they reply me, and tell me server will be back up momentarily.
I'm very tired on this problem. I'm charge an comerece site, now some customers is going to refund from me, they
thought me as a cheater.
If you see my post, I suggest you to choose the other web hosting. Stay away from hostmonster, do not harm
yourself. Bluthost.com is also the same hosting company. so, please be clever.
here is our email I contact with Hostmonster:
Take care, this mail is replied from bluehost.
dateFri, May 22, 2009 at 9:53 AM
subject[ #318137]: Not Found
mailed-byhelpdesk.hostmonster.com
Dear Customer,
Currently the admin of your server is swapping new drives in to better improve system performance. Your site will
be back up momentarily.
Thank You,
Jonathan L. S.
Support Level 1
BlueHost.com
888.401.4678
dateFri, May 22, 2009 at 11:59 AM
subject[ #318137]: Not Found
mailed-byhelpdesk.hostmonster.com
Dear Customer,
We apologize for the trouble you've been having. Our administrators are working as fast as they can to get the
server back up on line.
Again I apologize for the wait.
Thank You,
EricJ
L1 Support
Hostmonster.com
866-573-4678
dateSat, May 23, 2009 at 2:10 PM
subject[ #318137]: Not Found
mailed-byhelpdesk.hostmonster.com
hide details 2:10 PM (12 hours ago)
Dear Customer,
There is no eta on the server at this time but please bear with us as we get it back on line.
Thanks for contacting us.
We apologize for the trouble you've been having,
Thanks
JChristensen
Level 1 Support Engineer
Hostmonster.com
(866) 573-HOST
dateSat, May 23, 2009 at 2:30 PM
subject[ #318137]: Not Found
mailed-byhelpdesk.hostmonster.com
We apologize for the inconvenience, but we have encountered some unexpected problems with the server. We currently
have no ETA, but I would expect that it won't be for maybe another 12 hours. Our SysAdmins have been working on
the server round the clock to get it back up as soon as possible. When it is back up, your files should be back as
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Oct 8, 2008
I has been a day+ now and my ticket has not been replied.
I've just canceled my shared hosting and transferred it to my dedicated server. Everything was fine but after few days the domain pointed to sedoparking.com and not my nameserver. The support guy told me that midphase will automatically renew my domain for free, so I didn't follow up on this.
I've received the cancellation email from billing dept asking me whether I still want to keep my domain. So, I replied and till now no news no nothing from them.
I've submitted a ticket yesterday to the dedicated support and they just forward it to the billing dept and till now, still no news from them. C'mon...now is weekdays not weekends!
This mark a really bad impression on midphase... I've previously talked loud about their brilliant support on my blog... well I think I need to edit it now.
Really disappointed, now my website is "down" for days now...
Should I still trust midphase? I think I have to think twice now. What I can say that they threat leaving customer differently for those new and current customers.
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May 5, 2008
I run several leased dedi machines....have for over a decade now.
I use a couple different places, and now, actually looking to consolidate to one.
This is more due to my growth than anything else.
So one of my providers, recently moved me from a Dedicated machine (very very old - i mean P4's were NEW when i got it)
to a VM setup.
I ended up looking to replace that machine with another (which i did in a diff thread last week)
I have finally heard back from them and amazingly, they are insisting that this situation is "better" and "cheaper" than a dedicated
Mind you i was on a p4 with about half gig memory. Now I am on something with Gigs of Ram and Multiple Xeons with quad cores etc etc etc
For this server, none of that is needed, the box worked great for 5 years, with no need to change hardware...and the system never got taxed. Its a development machine.
ALl that is just background
My question is...am I so out of touch that VM is actually BETTER than Dedicated...or at least EQUAL...and its a waste to have a dedi, when you can have VM with "root" access?
I run windows boxes for these...
what about 3rd party apps, and controllers?
They claim todays top VM technology (when placed on their new 10k boxes) is superior to dedicated...so much so they are switching ALL customers to VM
now I know all the benefits to the HOST for putting clients on VM
those are obvious
Butam I so old fashioned to think its just the "house" versus "condo" situation
its still SHARED...its not dedicated to my needs only..and someone elses actions can effect my own! right?
Or is it a new age, and nobody needs a dedicated box anymore, because we have entered the golden age of hosting?
I asked, has VM become perfect? He said "its near-perfect, nothing anyone else can do will effect you, you have nothing to worry about and we can get an image of you up from RAID instantly in case of drive failure."
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Nov 6, 2009
is there anybody out there with a rave review and different experience than the rest of us are having?
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Jul 18, 2008
I've been waiting to get a server for a long time. On Monday, I went ahead and ordered a server from The Planet. 20 minutes later, I decided for the money I might as well upgrade my package a little bit (from $180 to $220). So I chatted with one of the sales representatives (Ryan B to be exact) and was told my first order was canceled and that the second server was ordered. $197 was charged for the first order and today, 5 days later, has yet to be refunded.
I found out on Tuesday that I'm being laid off on August 22. With this information, I immediately canceled my second order with The Planet, knowing I wouldn't be able to pay it monthly. I was told the order was canceled (the server was never setup) and I also asked about my first order. They said it had been canceled and I should be getting the refund shortly. That was Tuesday afternoon. I contacted them on Wednesday and again they said I should be getting the money soon. It's a simple credit card charge back, it can be done instantly. It's now Friday afternoon, almost 5 days since I ordered my first server and the money (totaling $443) still hasn't been refunded. Is this normal...? I really could use that money...
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Mar 13, 2008
In general, which of those is the best in hardware and bandiwdth, and in support?
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Apr 28, 2009
I was hosted with these guys for well over 2 years, and was spending on average more than $2,000.00 a month for servers.
I had slowly grown to well over 10 boxes, and was definately on my way. then one day I get a spam complaint that one of my serves was casing complaints. So I checked it out, and asked for the complaints to be relayed so I would have record of it..... nothing.... I responded and even tried to call, but at that point they had sent me a tciket stating.
We have recieved well ofer 1000 spam complaints from a server you lease with us, per out TOS we are terminating ALL OF YOUR SERVERS, and you have 15 days to remove the data!
WOW... there was no ability to have them terminate that server, they simply said NO your account will be terminated (all of your servers) and you will be banned from The Planet!
When I tried to call they said your not allowed to speak with the abuse dept, again I tried contacting my account manager, and he said he checked into it and only saw a few complaints, and didn;t understand why they were doing this... In short I barely got moved over to another provideer before they shut me down completely..... They did however offer one course of action... you could turn your dedicated server clients over to us so they dont have to move! THEY ACTUALLY SAID THIS!
I at that point made the move and then they hit my credit card for another month well short of 20 days before a bill would even be due.. I had to file charges at the local courthouse to get this reversed.
My advice, if you host at the planet dont send mail. get another server provider for mail, these guys are *&^)(* and they don;t care about shutting you down no matter what you spend with them, on top of that they will try to scarf your clients up if they can, after they leave you high and dry....
Anyone else have issues like this with anyone else. I want to compile a list of providers that do business like this so I can avoid them.
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Oct 2, 2009
I've had my servers with The Planet for years. Used to be really happy with them. Ever since the merger, they seem to have deteriorated over time. Recently, I find the level of support to have become poor.
The redeeming quality is that they have had outstanding uptime over all of these years, and they are always there if you need them in a true emergency - in other words, they always pick up the phone.
I need a company that is comparable in their level of staffing and resources. Who out there is comparable, yet providing better support and overall attitude these days and for the long-haul?
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Jun 18, 2009
I currently have a colocation solution with The Planet. How do they stack up against the competition for price and reliability?
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Oct 1, 2008
The Planet used to be great. All the people that made them great left for softlayer.
The Planet support now runs the gamut from mediocre to bad. But their billing policies are atrocious. They add charges to your service without you ordering it. They promise to refund you but don't. And when you cancel, they bill you anyway. When you call, they will admit their mistake. They will claim to refund you, but then don't.
It's a nightmare. So far Softlayer is as good or even better than The Planet used to be.
When you cancel with The Planet, make sure to change your credit card number so they can't charge you. If you are contemplating hosting with them, don't. Everything good you heard about them was true, but only because of the people who left for Softlayer.
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Jun 11, 2008
My firewalls block IP's from multiple failed login attempts. The FW on one server has been blocking someone from The Planet. My servers are at GNAX, so why is someone from TP trying to get in?
This is what the system emails tell me:
IP: 70.87.XX.X (2.27.XXXX.static.theplanet.com)
Failures: 5 (sshd)
Interval: 95 seconds
Blocked: Yes
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Jul 13, 2008
As those who read my previous thread (or helped me on it -- thank you!) know, I've been looking at upgrading to a new server at the Planet. I've been very happy with the service at the Planet. I ended up with a quote on a Xeon 3040/2 GB of RAM/2x 250 GB hard disks/RHEL 5/10 usable IPs/cPanel+Fantastico and the Planet's standard "built in support" monitoring, escalation procedure, automated OS updates, etc. for $174/month and no setup.
That sounds decent enough, but I keep reading this forum and seeing good things about SoftLayer over and above the Planet. Should I consider moving? Anyone care to say what is better about SoftLayer? Anyone know of any cons to moving? I was inclined not to really shop around since the Planet has been good, but I don't want to be foolish and I by the sounds of some of those reviewing them, it sounds like SoftLayer's support is worth switching for.
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Jul 21, 2008
I currently had NAC and The Planet as DC (I like both, but I really don't trust putting all servers on a single DC)
I was looking for a DC to get 2 new servers
despite I like The Planet, I was looking at other alternatives because it wasn't that cheap
but I'd like to thanks Ryan B. from sales, who got a very good offer, and kept giving impressive support after I ordered the servers
he really seems to like what his job, so thumbs up here to The Planet
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Aug 16, 2008
Can anyone recommend a good reputation company that resells The Planet's servers?
For some reason I can't purchase from them directly, they do not accept PayPal nor accepting my credit card payments. Tried contacting them but it still doesn't work. I hope to find a reseller out there.
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Jul 3, 2008
Which do you get best service with? I rather pay a bit more to get good service as im sick of crap companies.
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Dec 14, 2008
Is anyone else having problems with The Planet nameservers at the moment? My sites aren't resolving at the moment, so they appear down to most people.
I know there is some DNS maintenance going on, but it said to expect no downtime?
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Sep 25, 2008
I have a decent sized ecommerce site..but in all reality a dedicated server is likely overkill. Still I like having room to grow. I am looking for a linux setup (preferably red hat) with Cpanel. I need something managed...with decent support. I can do very basic stuff..but I am also busy owning a business..and do not have time to really figure out how to maintain a server. I need someone to answer questions quickly..or do it for me. Seems these the Planet and LiquidWeb are two of the biggest ones. I am gonna say support is the big issue here...who would be most likely to help me do whatever it takes to keep my site online no matter what.
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