ServerComplete not responding to tickets.

oneprovider.com

This is based on my experience buying & using dedicated server at oneprovider.com

Following points make this host a perfect AVOID case:

1. No proper communication - you will not get answer when your server will be ready, just keep waiting

2. No Phone support at all - this is the worst thing to face as a client. No Telephonic support at all. Even for the greatest issue like server down, you have to raise ticket and start praying almighty.

3. Chargeable support - They have 2 paid support categories and to promote them, regular customers are treated in the worst manner.

4. Unreasonably Longer time to respond tickets - For server outage, network failure, their support took more than 8 hours to respond and again, they simply asked some choices and once you make one, another 8-10 hours.

5. IP issue - If for any reason, your server is to be replaced, they are unable to provide you same IPs even for same location ! Hence, DNS propagation and all will be the headache for clients.

6. Unfriendly Refund Policy - I have NOT received refund yet. For their own faults as well, they are not willing to refund customers. Rather, they want to make proportionate refund. They considered Time wasted on their support tickets as services used by customer!.

In nutshell, at oneprovider - Dissatisfaction Guaranteed!

I can also provide tickets' snaps in support of my views above.

You are advised in your own interest to AVOID crappy host oneprovider for any serious work.

Just wanted to post my terrible experience with W3Space.

They offer absolute ZERO customer support and ignore all tickets.
They claim 24 hour server delivery on their website. So, I ordered a dedicated server from them for $150 on May 18th (over 3 weeks ago).
After a few days of nothing happening, I opened a ticket asking if there's any ETA on delivery. Silence. No response. No, sorry we're out of stock and expect new servers soon. Absolutely NOTHING.
So, after just over a week of no answers I did the only thing I could and opened a Paypal claim.
I also opened a ticket telling them I no longer need the server and to cancel my order. This ticket of course was also ignored.

They still didn't bother to answer. As we all know Paypal claims take some time. After escalating, they had until today to respond.

So, today, last day to respond to the claim, I magically receive server details. No apology. No sorry for being late. Just an email with server details and ticket closed.

Needless to say after 3 weeks of waiting I've already ordered the server elsewhere don't need it anymore. So I have to wait to see what Paypal decides, as I'm out $150 and 3 weeks late received a server that I no longer need and requested multiple time to cancel after failure to deliver or respond to any tickets.

Surprise surprise... they're not answering those tickets either. The only thing they bother to answer is the Paypal claim.

If you want to waste money and get zero customer service. These guys are the place to go.
Otherwise, steer clear. Still waiting to see what Paypal decides now that they've provided them with server information 3 weeks too late.

Hello everyone

Using mailchannels for sending email from cpanel servers. Recently observed that our emails are not getting relayed to mailchannels. Also facing issues with email receiving.

Support staff has been trying to see issue and think it's due to dns - anyone expert around the topic can help me in the direction of where to look further?

Appreciate all the help in advance.

Thanks

Yesterday it took Hivelocity several hours to respond and resolve a support issue their excuse was that they had a skeleton crew and lots of problems.

OK it was eventually solved and they said sorry...

But again today a similar support issue happened and several hours later no solution and only a brief message that they were working on it...

I have emailed a number of times over the past few hours with no response at all.

Is anyone else having support issues?

I wonder what I should do now...?

If they know that they are having problems you would think they would call in managers to help resolve it.

Greetings WHT,

I wanted to issue a large dose of caution for fellow WHT users regarding our recent experience with PhoenixNAP/Secured Servers as their new policies run the possibility of breaking your integrations and create undue headache.

On May 7th, PhoenixNAP/Secured Servers sent an email to us asking us for feedback on a support ticket that had been opened, apparently on our behalf. We had no knowledge of this and our email filters actually flagged the message as SPAM. We found the email in the SPAM filter and it had a few obvious red flags. First, the ticket was titled "Password Rotations" and it came from their support at securedservers email, which is an email we typically do not get messages from. Obviously as soon as we read the message, we immediately reached out to them to find out who authorized the "password rotations" on a production, client facing server.

In speaking with their support agent via live chat, PhoenixNAP/Secured Servers has implemented a new company wide policy to start changing customer's root and user account passwords, without their permission, and without verifying with the customer. In the original email (which we did not get as it appears someone incorrectly opened the ticket in their system to show it was "us" that opened the ticket rather than the support agent), it states:

"Dear Customer,

We are notifying you that we have updated the root and user passwords for your
server in accordance with industry standard password maintenance
recommendations. We will continue to update the passwords on a regular schedule
that coincides with your patching schedule and the passwords will be posted to
your servers device page where you can view them in your portal. If you have any
questions please don't hesitate to contact us and we will be happy to answer
them.
Regards,"

The email is unsigned as to who sent it.

This server has their managed services on it at the client's request as they want a prompt response from the NOC should there be any issues, however the client did not, does not, and never asked for their passwords to be changed in this manner. As a result, our client experienced a broken integration for their custom environment, which we had to deal with their frustrations, (this is not the first time that PhoenixNAP/Secured Servers has broken this specific client's machine. They took the server offline for several hours back in December 2019, without permission, without a request to do so, and with no notice, because another customer of theirs opened a support request for a mem test. They also only gave us approximately a 10$ credit for their mistake.), and the best we get from them is, paraphrasing, "opps, sorry, but if you want this practice to stop, you need to drop the managed services."

We have less than 90 days left on the contract with them and have asked to be let out of that term so we can move our client to our primary datacenter vendor, with whom we know will not pull this kind of monkey poo with us. Thus far they are refusing to let us out per the "management team" so I have asked for a call directly with them. I'll update once that happens. This is the last machine we have with them and I am hoping our primary DC vendor can get us a deal to make this move happen as quickly as possible.

I'm not sure who in their right mind thinks its perfectly acceptable to randomly change a customer's root and user account passwords without their permission, knowledge, and without verifying with the customer if they even want this performed. Yes it's good practice to always change your passwords, however for a party who is once removed from the client, this should in no way be acceptable unless they have received, in writing, to do so. If this was one of our servers that housed our programs, I wouldn't be as upset about it, but when it starts affecting our client's and this is the second time you've done so, I am beyond upset. And the best you can do is offer us the 10$ credit in December and an empty apology this time around?

Word to the wise, if you're using PhoenixNAP/Secured Servers, watch your accounts closely, especially if you are using their managed services. They will monkey with your stuff without your permission.

James

Background
We run a game server hosting company which has been running since 2012. We currently rent roughly 200 dedicated servers from 6 different providers. We currently rent roughly 60 of these dedicated servers from WebNX. We've been with them for just over 7 years and I can safely say that they've been the best datacentre we've used. I know how important reviews are to a company; I feel that we've used WebNX long enough to write an honest review.

Support
We've had our fair share of rubbish support from datacentres in the past. WebNX definitely provides the best support out of all the datacentres we've used. During the past 7 years, I'd say the average response time for a ticket at WebNX was about 10 minutes. We've found the biggest issue with large datacentres is that their support teams are disjointed. This leads to issues which "don't fit the norm" taking a long time to resolve. WebNX is large enough to provide 24/7 365 day support yet small enough to provide genuinely good "straight to the point" support.

Reliability / Uptime
All the datacentres we've used have had some sort of major outage at some point in time. During the 7 years, there have been a couple of network outages at WebNX but the issues have always been resolved quickly along with good communication. Considering the number of servers we have with them, I'd say the uptime is incredibly high.

Hardware
During the past 7 years we've switched our server hardware roughly 4 or 5 times. It's as simple as contacting them letting them know what hardware you like, they provide a reasonably priced quote and in a couple of days, the server is delivered. I'd say on average, broken hardware is resolved in roughly an hour from us opening the ticket.

DDoS Protection
I'd say this is the downside of WebNX. They'll automatically nullroute the IP address if a DDoS attack is detected. The amount of time the IP address is nullrouted depends on how much traffic the attack is sending. It's not really a huge issue for us as we can quickly work out which one of our clients was targeted and then get migrate them over to a DDoS protected IP address. I'm hoping at some stage they'll provide onsite DDoS protection.

Price
They're very reasonably priced considering the support and customisation which they offer.

Network
WebNX's network is top notch. Nothing to complain about at all.

Keep up the great work WebNX! Would be great if you could get another datacentre setup in East Coast USA.

I tell you my experience.

He tries many times to contact me with the sales sector, to discuss issues according to my needs and I never received any response.

I think they should improve their customer service.

I have some servers at Hivelocity, since 2017.

No network problems, 100% uptime, excellent hardware and support.

Yesterday, after 2 or 3 years, one of the backup disks on one of my servers, failed.

I opened a ticket asking how to change to a new HDD. To my surprise, the support offered the possibility to clone the disk to try to recover the data. Despite being a backup disk, it would be good to recover, as I had left some old accounts there.

Then they removed the HDD and cloned it in 3 hours, for a new HDD. And it worked! all recovered data. Of course, it will not always be possible to recover, it will depend on the problem that the HDD presents.

And during the whole process, the Hivelocity support team was very active, I scheduled to shut down the server after 7PM (so they can insert the new drive) and minutes before they wrote saying "we are ready to install the new HDD, you just have to shutdown the server". Never, but never, have I seen this type of concern with the customer, in the datacenters where I have been. I'm in this market this 2004, I had servers at The Planet, Layered Tech, Host Dime, LiquidWeb, and so many others that don't even exist anymore.

I've had servers in other companies, which were managed, and I didn't have support like that. My servers at Hivelocity have no management, but they go beyond what was expected, gave me all the support from beginning to end of the process, offered the data recovery service for free and even warned that they will save the old HDD for a week, for any emergency.

Thanks Hivelocity, I only have one thing to ask: keep it up, "this is the way".

On my webhosting journey I started with free hosts (110mb.com) then graduated to Shared hosting ($1.99 oversold?) and then lowend vps to much more expensive vps and finally dedicated servers.

My clients/visitors are from Asia so I was searching for a host with good connectivity in Asia. Servers in asia are expensive so after a little bit of searching I found out that the next best thing is a server hosted in the west coast. That is when I found out about quadranet.com(This is back in 2011). They advertise their network before as the "Asia Optimized Network" so I gave them a try and it was indeed the best network that I tried. Quadranet had the lowest ping that I could get on all the servers that I tried.

My business grew bigger and bigger and I ordered more servers from quadranet. One of services I offer is VPN so it was really cool that they can even accommodate my IP needs. I got a lot of /24s back then (A lot).

5 years later on I started having issues with failing drives on my servers. I still like quadranet even with those hard drive issues but I moved some of my critical services to reliablesite.net because of the hard drive issues (And because their name says reliablesite nah just kidding ).

A bulk of my servers are still hosted at quadranet. I rarely had any issues and if I do need support they really respond fairly quick. When I say I rarely had any issues I mean really rare because most of my servers are running for years without downtime.

Fast forward a few years later, I moved my critical services back to quadranet because I love their service. business has slowed down so I need to cancel some servers because I just don't need them anymore.

And then here comes 2020 and the pandemic. This is the year that it really went bad maybe because of the pandemic and the support engineers are not allowed to visit the DC, I don't know.

But quadranet's network has been really bad. Frequent lost of connection. Q4 of 2020 they had an un-announced maintenance on their network which lasted for hours. They said it was announced but I never received any email so whatever. And then another maintenance. Despite the maintenance network is still.. well "Shi*ty.

I cancelled some servers and move my services to another provider. I still keep some server just because I still trust them.

And network is down again.

I cancelled a few servers again. They even offered me a free 1 month service just to keep the service. which I declined.

And now 2021 network is still spotty. frequent disconnections here and there.

I opened another ticket asking them if there are issues with their network again. And you know what the support did? He rebooted my server without any warning. WTF!!! I mean yeah when you have a problem with your PC and you call for support sometimes they would ask if you turned it on and off already?
But why wont you ask me first if its ok to reboot it.
I can SSH just fine to the server so the server is fine its just the network is having issues. rebooting the server wont fix your network.

And they said it was blah blah blah that their system noticed it is not responding.
I cant copy paste their response anymore because you know what they did?
They fluffing deleted my support ticket.
When I asked why? They said it was a mistake. Really? Their delete button has no confirmation that you want to delete a certain ticket?

I completely lost faith on quadranet now. So I moved some services again and requested a cancellation. And after reviewing my services. I found out that the server that I cancelled which they offered me a free month of which I CLEARLY declined is still there and I got billed this January.

I sent a ticket asking for a refund to a server that I am no longer using which I already asked to be cancelled which they did not. (They can clearly see that on the bandwidth logs)
I believe it is not my fault if they did not cancel it. I mean I asked for a cancellation. They offered a free month. I clearly declined. Now whose fault is it if the server was not cancelled?

Well now I am scared because I am still on the phase of moving my services to another host.
I am afraid because they might just delete my servers and say it was a mistake too. Maybe I'm just paranoid.

So my rating?

Support 2/10 - I am still generous here. because I know they are trying to do it right. Its just not enough
Service 4/10 - I believe I reviewed them before and gave them a 9/10 but it is down now.
Value 3/10 - Prices have stagnated. There are better offers now out there.

Will I recommend them? For non critical services I still might use them but if you want a better service just look elsewhere.

Its like 10 years of hosting and its sad that it must come to an end like this. Thanks to Dustin whose always been there to accommodate my requests at Quadranet before (https://www.webhostingtalk.com/member.php?u=252125) I dont know what happend but since Dustin was gone it was never been the same at quadranet. Lol maybe just a coincidence or maybe there is a story behind it.

We're looking for a managed dedicated server in NL or DE DC,
We have read much praise in here for Hivelocity but we checked their managed plans and amazed to see that they do not offer any support in cases where FFMPEG or 3rd party scripts are involved.
We need support whenever anything happens where our tech/dev isn't capable enough to solve the issue. As an example of such tech challenge that we would need to have covered by the managed hosting is issues that relate to diagnosing network package losses that are noticed when using a custom Google Cloud Translation API. In such case we wouldn't want to get told 'We can't support you because you're using 3rd party CMS/Software'

We're used to managed dedi hosting in US and have never had any such issues where support aren't taking care of everything. We need to understand who in NL or DE does provide such services?
We do not need support often but when do we we want a sysadmin on the other end who isn't just trying to avoid supporting based on some weird T&C.
Usually over a year we may need 5 hours of support, so during these 5 hours we need just full support and dedication from the support staff as rest of the year the payment for the services has been more of an insurance payment.