Hostwinds - you have been warned!
Another hearty recommendation against using Hostwinds.
I migrated from Siteground a few months ago as their prices were going up and up. All I can say is that this was one of the worst false economies I have ever purchased - the vast amount of time I have wasted trying to resolve the countless issues with Hostwinds will have me finding another host as soon as I can find the time to evaluate better options.
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Just a small sample of the things that have gone wrong since they handled the migration for free (please let the users do it themselves; they appear to know more than your techs!)
About half the files were not migrated. So basically every web script they took over didn't work. I literally ended up having to FTP the whole file directory again myself to fix everything.
Email hooks broken all over the place (all the contact forms on my WP websites are now broken). Have just discovered that my CRM Cron job hasn't been running for the past two months
MX and other DNS records not migrated. Got a call from a client to ask me why they hadn't been receiving email for the past two months. Lo and behold - the answer was in Cpanel!
The team even had to be badgered into giving me the free domain that apparently came with the package.
I spent hours working on developing websites and CRMs only to see everything basically break as soon as their team handled the "migration" from Siteground.
The above is literally the tip of the iceberg - I'm simply trying to keep track of the three support tickets I have open with them at the moment and jot down some of the salient points. Their support techs respond to tickets very quickly, but unlike Siteground, seem to have no actual idea of how to help users with difficulties.
(BTW, I tried, like others, to email the CEO, Peter something, and received no response).
Stay far, far, away!
sounds to me that that's not the host you were looking for.
(SW reference to far far away)
Verstuurd vanaf mijn SM-G920F met Tapatalk
True but...
I think a host whose techs don't seem to have an elementary understanding of technology is a host that nobody is looking for!
This sounds like a terrible experience! Can you please send me a PM with the ticket numbers in question, or your email so I can track this down for you! If you are not able to send PM's yet, then please email feedback (at) hostwinds.com. This goes directly to our upper management team.
Checking to make sure all cron jobs and DNS records is one of the most basic checks that our technicians perform during a migration process, if this was skipped over. Then we need to rectify it! I look forward to hearing from you soon.
Hey,
This sounds like a terrible experience! Can you please send me a PM with the ticket numbers in question, or your email so I can track this down for you! If you are not able to send PM's yet, then please email feedback (at) hostwinds.com. This goes directly to our upper management team.
Checking to make sure all cron jobs and DNS records is one of the most basic checks that our technicians perform during a migration process, if this was skipped over. Then we need to rectify it! I look forward to hearing from you soon.
Peter,
Yes, I was a bit surprised. You can check back through my (lengthy) ticket history and note about half the files were not even migrated - which I would have thought is far more elementary than Cron & DNS records.
Sorry to have to convey this feedback publicly, but your tech support team does seem to be in need of some "education" or training across the board; I rarely notice much improvement as I escalate through the tiers.
For instance, the Cron job that sends emails out from my CRM doesn't appear to be executing. When I told your support rep this (I provided the ticket number privately) I was informed that Shell access is only on VPS -- I was simply asking why it isn't executing and I have a Cron manager in my Cpanel! You get the picture, but this is my recurrent impression from interacting with them.
Oh, and I send an email to feedback at hostwinds dot com as requested.
In the interests of fairness:
Whatever guys this process got me referred to at Tier 4 support knew their stuff and were able to explain exactly what the problem was (apparently Hostwinds operates a spam filter that automatically blocks emails that look transactional, such as those triggered by a Bash script running for a CRM. I would suggest making that more obvious as a lot of the scripts you offer through Softaculous are going to run into difficulty with that)
However, I stand by my comments that Hostwinds' initial levels of tech support are lacking. I don't want to have to get on a forum and PM their CEO every time I need an issue resolved/explained.
Otherwise, for the pricing, there's a lot to like about Hostwinds. I just hope they can direct resources towards where they need to improve.
In the interests of fairness:
Whatever guys this process got me referred to at Tier 4 support knew their stuff and were able to explain exactly what the problem was (apparently Hostwinds operates a spam filter that automatically blocks emails that look transactional, such as those triggered by a Bash script running for a CRM. I would suggest making that more obvious as a lot of the scripts you offer through Softaculous are going to run into difficulty with that)
However, I stand by my comments that Hostwinds' initial levels of tech support are lacking. I don't want to have to get on a forum and PM their CEO every time I need an issue resolved/explained.
Otherwise, for the pricing, there's a lot to like about Hostwinds. I just hope they can direct resources towards where they need to improve.
Hey,
I really do appreciate your feedback, we always take insight from every situation and use it to continue to improve our service. We will be putting some new systems in place to ensure all items are correctly checked and completed during the migration process. In regards to your insight into better training our entry level staff. I will be meeting with our team leads today, to go over how we can better improve the continual training process for entry level team members.
If you ever have any feedback in the future, please do not hesitate to send it my way. It's situations like this that provide the best learning experiences for us to continue to improve and perfect our service. We want to provide the best level of service around, and we truly do care about our clients. I feel this should be evident in every interaction you have with us. I am sorry that it was not in this instance, we will continue to work hard to improve upon these issues you have identified, to ensure that this does not occur again.
Hey,
I really do appreciate your feedback, we always take insight from every situation and use it to continue to improve our service. We will be putting some new systems in place to ensure all items are correctly checked and completed during the migration process. In regards to your insight into better training our entry level staff. I will be meeting with our team leads today, to go over how we can better improve the continual training process for entry level team members.
If you ever have any feedback in the future, please do not hesitate to send it my way. It's situations like this that provide the best learning experiences for us to continue to improve and perfect our service. We want to provide the best level of service around, and we truly do care about our clients. I feel this should be evident in every interaction you have with us. I am sorry that it was not in this instance, we will continue to work hard to improve upon these issues you have identified, to ensure that this does not occur again.
Thanks, Peter.
I don't want to tell you how to run your business, but I feel like if Tier One (the live chat operators) and Tier Two support aren't capable of resolving even basic issues, that they don't have much point being there.
What frustrates me is both that a lot of things seem to break (since I wrote my last comment, I created an email address and forwarder that isn't working!) and that it takes a long time and multiple operators for each issue to be resolved.
... and thank you in kind for reading and planning on addressing the feedback I conveyed
Good to see a Host take responsibility for the issue caused and Assure to work on it. @DrJim See if you can get in touch with Peter and work this issue up rather than migrate elsewhere. Keep the thread updated with your experience.
Good to see a Host take responsibility for the issue caused and Assure to work on it. @DrJim See if you can get in touch with Peter and work this issue up rather than migrate elsewhere. Keep the thread updated with your experience.
I wholeheartedly agree and it is impressive that Mr. Holden takes the time out of this (I'm sure) busy schedule to monitor Hostwinds mentions here.
I have always got the impression that their intentions are good and if they can resolve my current crop of issues I would certainly like to commit to a host such as them for the long term (I think I was with Siteground for something like 8 years but ultimately none of their tiers quite fit my usage requirements).
To keep the thread updated:
Hostwinds are USELESS IMO.
Simply too many issues to go into!
Anybody know of comparable services that are actually customer-friendly?
To keep the thread updated:
Hostwinds are USELESS IMO.
Simply too many issues to go into!
Anybody know of comparable services that are actually customer-friendly?
I can see Hostwinds responded here already.
So, nothing has been fixed yet?
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Not so much that.
More so that any time I have to interact with them (an upgrade, changing a setting, etc) it turns in to a whole day experience trying to get through to their dim-witted support staff (sorry, but that's the only fitting way to describe them in my opinion).
I feel like if my usage requirements didn't change for the rest of eternity that things would run smoothly - but that hasn't been the case and probably never will.
If you do know of anybody that offers good value shared hosting plans for 10+ domains (and with space for 150K inodes approximately) do let me know. At this point, I think I will cut my losses and move elsehwhere.
Migration issues are a risk with any host anything can happen that is why precautions and full backs should be taken that said this experience does sound irregular a host should do everything in their reasonable power to help you even if problems should arise if they did not do that for you then that is certainly not good service any host should try their best to serve you and if they are for whatever reason unable to they should at the very least own up fully and take appropriate action to "make it right" have they done so for you? have they made you whole? I hope you do find the host that is best for you it would also be nice to get a update from hostwinds
Last edited by ForwardWeb - Branden; 02-11-2019 at 10:33 PM.
Branden Tobin - Customer Relations Forward Web
Click Here to View Our Enterprise Grade Web Hosting Offer
Migration issues are a risk with any host anything can happen that is why precautions and full backs should be taken that said this experience does sound irregular a host should do everything in their reasonable power to help you even if problems should arise if they did not do that for you then that is certainly not good service any host should try their best to serve you and if they are for whatever reason unable to they should at the very least own up fully and take appropriate action to "make it right" have they done so for you? have they made you whole? I hope you do find the host that is best for you it would also be nice to get a update from hostwinds
I'm not sure where Hostwinds get their support resources from, but I find an enormous difference between them and my previous host Siteground.
E.g.:
Hostwinds told me that if I upgrade to the business hosting they will pro-rata refund the basic hosting that I no longer need. Which seemed fair.
The next time I chat with them, that refund has become an account credit and they're not even sure if they can do that.
When I ask them to stop putting tickets "on hold" (seemingly their default tactic for every billing request received) they tell me that is their system and to deal with it. As soon as they write even a summary response to a ticket, it's labelled "answered" in their system - when in reality, the customer needs to make sure that their problem has been solved!
The tech support guy on the phone doesn't even attempt to answer my query and instead tells me to follow the ticket before abruptly ending the chat.
By comparison, Siteground go out of their way to make sure that their customers are pleased, every time, and adopt an American "customer first" attitude (I know that they are based in Eastern Europe).
Migrating is such a PITA and I can't really risk any more downtime to my business right now, but as soon as the right moment comes I am moving.
@drjlm Well try not to focus on the wording of the internal ticket system as that depends on software used and is not necessarily a reflection of company attitude what comes in to play is actually their knowledge and willingness to help you in a good host-client relationship there also has to be a certain level of mutual respect on both sides that said it certainly sappers they have not made you whole at this point as i say to everyone searching for a host should be treated in the same way you would treat buying a home or some other living space because that is essentially what you are doing your web host is your websites home .
I do hope that your next experience is better research is key for example last time I was searching for a host it took me a month to decide.
Branden Tobin - Customer Relations Forward Web
Click Here to View Our Enterprise Grade Web Hosting Offer
@drjlmresearch is key for example last time I was searching for a host it took me a month to decide.
Wow, that's some significant due diligence. When I hosted a couple of websites it wasn't such a big deal, but as things have scaled, I've started to appreciate how important finding a good provider is.
BTW, I didn't express myself well above. I was referring less to the nomenclature and more that the tickets are marked "closed" (requiring the customer to re-open them) as soon as there's been a cursory initial response - which often doesn't resolve the difficulty. The message that gives me, as a customer, is "we want you to shut up as quickly as possible and don't really care."
@drjlm I could see very easily how you would feel that way a provider should not close a service ticket unless the clients issue has been solved to satisfaction or a understanding has been reached with that said perhaps go old school and for hosts that have numbers call them and ask questions and for those that don't consider writing a detailed email and see how the responded get a short list and do this for every host you are considering lot of leg work but you will be much much happier long term good luck
Branden Tobin - Customer Relations Forward Web
Click Here to View Our Enterprise Grade Web Hosting Offer
The sad but hard truth is that these days you never know what you're getting into when choosing a provider. And more often than not, you're going to get the best service from your medium sized hosts as the big players just don't care about an individual customer anymore. Due diligence is an absolute requirement these days...
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