What's up with Hostwinds?
Has anybody figured out what the deal is with Hostwinds and their support?
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I've never encountered such incompetence. I'm trying to explain a very simple issue (an email account I created Cpanel isn't receiving email) and their "tier 3" representatives don't seem to be able to understand or diagnose the issue.
I think somebody mentioned that they are actually outsourcing to India? That would make sense but they need to be transparent about this. I moved from the shared host with possibly the best support in the industry (Siteground) to the one that seems to have a monopoly on the stupidest techs out there!
Seems poor, most likely you had a bad support rep.
Usually if you are not receiving mail, it is one of two things :
1 ) The MX/SPF records is messed up.
Generally, if you are using cPanel, you can actually reset your DNS zones, simply by going to “Zone Editor” click on the “Gear” icon on the right and reset all the zones.
As long as your nameservers are pointing to the right server given by HostWinds, you should be receiving mail
2 ) Spam Filters.
Did you have existing spam filters before migrating? It may have caught the mail in spam
Of course, the entire mailserver from HostWinds may be screwing up, but I always believed if something like that were too happen, multiple posts will pop out here regarding that
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You can ask them to send you with your request to higher level of support. Most likely that will help to speedup considering your issue.
Outsourcing to India may not necessarily equate to a poor support experience as long as they are hiring a good company and proper training is given to them along with company policies being clearly outlined. It's all a matter of management. In my decade of experience in this industry, I have seen and had some poor experiences myself when dealing with support from the western countries. What you are going through sounds more like a communication issue, so either the company they are outsourcing too does not have a good enough grasp over the language or are not technically experienced enough to handle it for you. Either way, if you can share the exact problem you are encountering perhaps the members here can chime in and point you in the right direction.
Hello,
Sounds like a communication issue. However, I know they have at least some US-based support in Seattle. Have you tried asking them to just login to the new account and test sending and receiving with another server?
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I'm trying to explain a very simple issue (an email account I created Cpanel isn't receiving email) and their "tier 3" representatives don't seem to be able to understand or diagnose the issue.
Not being able to diagnose is weird. Is it the only email account you have for that domain? Send a test email to that account from another gmail or other account and see if you receive any delivery failure notification. If the email is not being to the user, most likely the delivery failure notification will indicate why.
If you do not receive any notification, perhaps the issue is internal and your provider needs to address it. You can also perform some diagnostic yourself: https://mxtoolbox.com/domain
Outsourcing to India may not necessarily equate to a poor support experience as long as they are hiring a good company and proper training is given to them along with company policies being clearly outlined. It's all a matter of management. In my decade of experience in this industry, I have seen and had some poor experiences myself when dealing with support from the western countries. What you are going through sounds more like a communication issue, so either the company they are outsourcing too does not have a good enough grasp over the language or are not technically experienced enough to handle it for you. Either way, if you can share the exact problem you are encountering perhaps the members here can chime in and point you in the right direction.
This is what most people don't understand about outsourcing. There are hosts with fantastic support and it's outsourced. The other end of the spectrum is true as well. I don't care where the support staff is as long as they do a good job.
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