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Thinking about moving hosts

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MISI_UK

Free Member
Jan 29, 2009
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Ive been with my hosts just over 1 year now.

The last couple of times ive contacted my host support. They hve taken along time to respond and then the response has been unsatisfactory.

Yesterday was the tip of the iceberg, I had a glitch in the system and needed to put one of my tables back to the last system backup.

I CLEARLY ask then to ring before doing anything so I could explain and that it was only one table that needed backing up.

3 Hours later! this little issues that should have been resolved in 30 minutes max is now turning into a bigger issue as my site updates and it starts to get noticed.

Then I finally hear back for them to happily tell me over email that they have restored the whole site not just the table that I asked for and without prior communication that I had asked for.
Thankfully I was paranoid yesterday and backed up before they did this (as did they). But I didn't want to go back to that as that would have caused even more issues as the site updated and I had gone passed trusting them to help me with it

So I ended up sorting it myself and spent the last 10 hours copying in missing data :eek:

Im livid and to top it off my site and my hosts site has gone down twice in the last 24hrs!

I asked last night to talk to someone as I wasn't happy and I got told 'sorry we dont offer support over the phone!' So I dont even know how I can complain.

3 hours waiting for an urgent issue is just not on when your paying nearly £300 a month for the service. Im livid

Any recommendations? I want somewhere with a phone line 24/7 thats reliable.
Or do you recon I should tell them off my intentions and see if I can get a phone number for emergencies? The trouble is im not sure if I trust them even if I get that now and the site is growing I dont have room for mistakes it costs me money and customers.
 
Hi Misi,

Sounds like your having a bit of a nightmare here! Unfortunately we don't offer 24 hour phone support but we do offer phone support during the day (in fact our support number is the same as the sales number). We have email support out of hours and at weekeneds.

You can see our hosting packages on the website: www.nublue.co.uk

and some testimonials from hosting clients can be seen here: http://www.nublue.co.uk/about_nublue_hosting/testimonials

In terms of backups, we offer CDP (continous data protection) on all shared servers so we can put back entire sites or single database tables very easily. Please let me know if your interested. We can handle the migration for you for free too.

Thanks :)
 
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Upvote 0
The problem with moving hosts is that you could be out of the frying pan and into the fire - and asking for recommendations is likely to get 20 different responses (most of which will be hosting companies recommending themselves)?

I have two separate hosts which are united hosting and webhosting.uk.com (be careful of similar looking domains).
Both have fairly instant support by email or phone. The email is 24/7 - not sure about the phone - and is answered within a few minutes.
I haven't had any real issues with either in two years - I have about 50 affiliate sites on reseller hosting, a few get decent sized traffic and the most severe problem yet was a 20 minute outage.

I'm guessing your site is fairly busy and up-time will be critical so before changing to whoever you choose I'd suggest hosting a small site or blog for a month first and maybe submit a couple of real-life queries to see just how they actually perform beyond the sales pitch?
 
Upvote 0
MISI_UK said:
Ive been with my hosts just over 1 year now.

The last couple of times ive contacted my host support. They hve taken along time to respond and then the response has been unsatisfactory.

Yesterday was the tip of the iceberg, I had a glitch in the system and needed to put one of my tables back to the last system backup.

I CLEARLY ask then to ring before doing anything so I could explain and that it was only one table that needed backing up.

3 Hours later! this little issues that should have been resolved in 30 minutes max is now turning into a bigger issue as my site updates and it starts to get noticed.

Then I finally hear back for them to happily tell me over email that they have restored the whole site not just the table that I asked for and without prior communication that I had asked for.
Thankfully I was paranoid yesterday and backed up before they did this (as did they). But I didn't want to go back to that as that would have caused even more issues as the site updated and I had gone passed trusting them to help me with it

So I ended up sorting it myself and spent the last 10 hours copying in missing data :eek:

Im livid and to top it off my site and my hosts site has gone down twice in the last 24hrs!

I asked last night to talk to someone as I wasn't happy and I got told 'sorry we dont offer support over the phone!' So I dont even know how I can complain.

3 hours waiting for an urgent issue is just not on when your paying nearly £300 a month for the service. Im livid

Any recommendations? I want somewhere with a phone line 24/7 thats reliable.
Or do you recon I should tell them off my intentions and see if I can get a phone number for emergencies? The trouble is im not sure if I trust them even if I get that now and the site is growing I dont have room for mistakes it costs me money and customers.
Click to expand...


Hello,

Thats really hard story :(

Make sure when you select new host you check their reviews ..support quality and server performance as well, to be on safer side.

All the best.
 
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crossdaz said:
I'm guessing your site is fairly busy and up-time will be critical so before changing to whoever you choose I'd suggest hosting a small site or blog for a month first and maybe submit a couple of real-life queries to see just how they actually perform beyond the sales pitch?
Click to expand...

Very good tip. although my site would be on a different server to a bog standard site but at least I could get an idea of how the customer service works.

I still havnt decided what to do, im steaming mad at the moment, so I think I need to calm down and think logically. Its going to be a big nightmare to move with no guarantee of a better service but on the other hand Ive completely lost trust in them
 
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As crossdaz pointed out, don't jump in the wrong direction.

What you have got out of this is an improved specification of your requirements: telephone support, ability to restore a single database table, email response and action within a certain time, minimum uptime, etc.

Go with a host that can meet those requirements.
 
Upvote 0
Sounds like your having a terrible experience with your host and i hope you get it sorted as soon as possible. Drop me a PM with your requirements I'll see what deal we can sort you out for your hosting.

Hard to believe they have caused you so much trouble and to restore an entire backup rather than just the table you suggested is awful.
 
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Your host definitely should not have run a full restore if all you asked them to do was an individual table restore.

However I must say that it is not usually a hosting company's responsibility to restore individual tables within a database. That is usually classed as an application support role (involving your web host providing a full database restore file, or restore to another database, and your web/database developer doing the rest).

It is reasonable to ask a host for a full database restore or full database restore file. But a single table restore is beyond what most hosts would do, simply because most hosting control panels only support full database backups and restores, and as such individual table restores require extra manual steps, database development steps (especially if it is SQLServer rather than MySQL from what I remember of SQLServer) - so it is more a role for your web supplier (your web/database developer).

I think you have unrealistic expectations of your host, expecting them to perform tasks that really your application/web/database developer should be performing.

The same might be true if you just asked your host to restore individual files or directories within your website file structure, most hosts would only provide a full restore or a full restore file which you then pass on to your web developer to do the rest, unless the host had a more granular backup/restore system in place allowing them to do this easily.

Full backups/restores is probably the case whether you are paying the cheapest of hosting or if you are paying a lot of money for a managed dedicated server, even with a managed dedicated all the host is responsible for is the server and full backups/restores of websites and databases.

There might be hosts that go the extra mile and provide this more granular backup/restore support, or manual application level kind of support, but it is not the norm.

Also consider that just restoring a single table in a database, can break the data integrity of a relational database, so it is really something you should get your web/database developer to do.
 
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MISI_UK said:
3 hours waiting for an urgent issue is just not on when your paying nearly £300 a month for the service. Im livid
Click to expand...

Do you have a dedi / managed server? £300/Month is pricey for shared hosting.

You are welcome to have a look at what we offer on http://dhosting.co.uk. Business packages include 24x7 phone support but even on our standard packages if you need an issue resolving urgently you can always contact us by phone, we don't use 0870 / 0900 numbers for support you can contact us on standard landline number.

If you required a managed server you will receive a full SLA for support including guaranteed response times for support requests along with 24x7 phone support.
 
Upvote 0
awebapart.com said:
Your host definitely should not have run a full restore if all you asked them to do was an individual table restore.

However I must say that it is not usually a hosting company's responsibility to restore individual tables within a database. That is usually classed as an application support role (involving your web host providing a full database restore file, or restore to another database, and your web/database developer doing the rest).

It is reasonable to ask a host for a full database restore or full database restore file. But a single table restore is beyond what most hosts would do, simply because most hosting control panels only support full database backups and restores, and as such individual table restores require extra manual steps, database development steps (especially if it is SQLServer rather than MySQL from what I remember of SQLServer) - so it is more a role for your web supplier (your web/database developer).

I think you have unrealistic expectations of your host, expecting them to perform tasks that really your application/web/database developer should be performing.

The same might be true if you just asked your host to restore individual files or directories within your website file structure, most hosts would only provide a full restore or a full restore file which you then pass on to your web developer to do the rest, unless the host had a more granular backup/restore system in place allowing them to do this easily.

Full backups/restores is probably the case whether you are paying the cheapest of hosting or if you are paying a lot of money for a managed dedicated server, even with a managed dedicated all the host is responsible for is the server and full backups/restores of websites and databases.

There might be hosts that go the extra mile and provide this more granular backup/restore support, or manual application level kind of support, but it is not the norm.

Also consider that just restoring a single table in a database, can break the data integrity of a relational database, so it is really something you should get your web/database developer to do.
Click to expand...


That as maybe however 3 hours and then doing a restore is still not acceptable. I originally asked them not to do anything as I wanted to know the time of the last restore and dicuss it with them A simple We cant do that for you within 30 minutes would have been better!
 
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Dwebs-Ltd said:
Do you have a dedi / managed server? £300/Month is pricey for shared hosting.

You are welcome to have a look at what we offer on http://dhosting.co.uk. Business packages include 24x7 phone support but even on our standard packages if you need an issue resolving urgently you can always contact us by phone, we don't use 0870 / 0900 numbers for support you can contact us on standard landline number.

If you required a managed server you will receive a full SLA for support including guaranteed response times for support requests along with 24x7 phone support.
Click to expand...


Yes its dedicated/managed. I will have a look at that.
 
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MISI_UK said:
Yes its dedicated/managed. I will have a look at that.
Click to expand...

If you PM over some requirements I will sort out a quote for you. We might even be able to save you some cash you never know :)

All managed servers include 24x7 UK phone support and I don't know any provider that doesn't include it with managed services.
 
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We use UKFAST for our dedicated server, support 24 hours and answer on about three rings, ring up the company and ask for the support number, then check them out with a phone call at whatever time you chose and see how you get on. must admit we find them superb and very fast speed as well. priced below rackspace t probably as good or better
 
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well somethings going on with them I think as sites down again and so is theirs, so theres nothing I can do but hope it doesnt last long. oh dear what a pain!
 
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MISI_UK said:
well somethings going on with them I think as sites down again and so is theirs, so theres nothing I can do but hope it doesnt last long. oh dear what a pain!
Click to expand...
If your site is ultimately hosted at RapidSwitch (I think it might be judging by your site's IP address), then it looks like RapidSwitch have been having some downtime problems over the last day or so and still ongoing, which might help explain your host's recent slow support reaction time (as it has probably been a busy - nightmarish - last 24 hours for both RapidSwitch and other hosting companies using their services).
 
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oh crap im getting really concerned now :|
Im pretty sure thats what caused the whole cock up in the first place yesturday and now this. Nice of them to keep us up to date
 
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MISI_UK said:
we are with nativespace, but looking at it I think your right
Click to expand...
It looks like both your website and your host's website are located at RapidSwitch's data centre. If you go to www.domaintools.com and type both of your domains into the Whois Lookup field (one at a time), the Whois results, under "Server Data" "IP Location" reveal that both of your IP addresses are located with RapidSwitch.
 
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RapidSwitch have been having major issues with their routing over the past 24hrs - it seems everything is up now (we have a small number of servers with them) but should be considered 'at risk'.
 
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I told them of my intentions and that I cant really go forward without having a phone contact for emergencies. They havnt given me a direct phone number but have given me a direct email to the directors and said a phone call could be sceduled if needed.

That sounds better.

At the moment its ticket based and it goes to level 1, level 2, or level 3

So its fustrating when your in an emergency situation and you know you need level 2 or 3

Additionally they have said that a 'live' messaging help will be coming out over the next few weeks.

They confirmed that they have had issues across the board which has been a complete nightmare for them.
I think Im a 'tiny' bit happier this morning and will see how it goes for a while.
 
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When seeking recommendations it's best of you get these from users rather than suppliers. I mean why would suppliers recommend anyone else?

We usually recommend a company in the North East of England called UKWSD. We have no link to them and we don't get commission or anything like that so we cannot offer any guarantees on their service. All we can tell you is that we use them regularly and they have always offered us very good service and support.
 
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Im speaking with a director this week who will 'hopefully' give me a phone number for emergencies! They have admitted human error and reassured me it wont happen again.

Im not really sure thats good enough when 24 hrs later im still working on problems cused by it. I think I will think about it over the weekend and see what they say in Tuesday. What does everyone else think?
 
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MISI_UK said:
Im speaking with a director this week who will 'hopefully' give me a phone number for emergencies! They have admitted human error and reassured me it wont happen again.

Im not really sure thats good enough when 24 hrs later im still working on problems cused by it. I think I will think about it over the weekend and see what they say in Tuesday. What does everyone else think?
Click to expand...

You can't offer high level managed services without telephone support no matter if its for an emergency or not. That usually says they aren't running the business full time, I could be wrong but it costs very little to get a VOIP line these days so there really is no excuse.
 
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I've dealt with nativespace before and doubt they're a part-time company. I even used to have an account with them!

MISI_UK, I really think you should look elsewhere for a managed host. You're not receiving anyhwere near the level of service you're paying for. The fact that you're trying to level with their directors to obtain an out of hours phone number when paying £300/m is ridiculous. And your previous backup incident shows nativespace having a complete lack of respect for their customers, managed or not. You should find better service with most reputable shared hosts, paying £5/m.
 
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MH-Nick said:
I've dealt with nativespace before and doubt they're a part-time company. I even used to have an account with them!

MISI_UK, I really think you should look elsewhere for a managed host. You're not receiving anyhwere near the level of service you're paying for. The fact that you're trying to level with their directors to obtain an out of hours phone number when paying £300/m is ridiculous. And your previous backup incident shows nativespace having a complete lack of respect for their customers, managed or not. You should find better service with most reputable shared hosts, paying £5/m.
Click to expand...
Well said. And indeed - database table restores are about as simple as brushing your teeth.
 
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Dont even start on the horror that is 1&1 oh god!

But the OP really should look elsewhere rather than deal with the current host, for the amount of money per month customers should be expecting a lot more support and at the very least a decent contact number!

We offer 24/7 email support and telephone support on a private number given to customers only that is also 24/7!
 
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Dwebs-Ltd said:
This may interest you > http://www.webhostingtalk.com/showthread.php?t=891665

Read Posts 1 and 3.

The email in Post 3 was sent before the network issues

...

Really bad timing, offer goes out with 100% network / power SLA, bang network goes :(
Click to expand...
I was one of those Poundhost (Blue Square Data group) customers who got the BCC mailshot and was subsequently spammed by RapidSwitch.

It looks like this whole saga eventually found its way onto The Register:

UK webhosts in champagne throwing catfight, down goes RapidSwitch

Dwebs-Ltd said:
You can't offer high level managed services without telephone support no matter if its for an emergency or not. That usually says they aren't running the business full time, I could be wrong but it costs very little to get a VOIP line these days so there really is no excuse.
Click to expand...
The Register article mentions that because RapidSwitch uses a VOIP system running on their own network, and because it was their network which was having issues, that's why some clients couldn't call in!

To be fair, when the proverbial s**t hits the fan, as in a major all-client-wide issue, as it sometimes does with any host or any ISP, telephone contact isn't going to be much use anyway. The client will be competing with the other hundreds or thousands of clients trying to call the service provider, and during these times the staff at the service provider are better placed trying to sort out the problem rather than repeat themselves to every client on the phone. I quite like the sensible thing that my broadband supplier (Eclipse) does when they have major issues, they simply place a recorded message on their phone line keeping clients up to date with the status.

I'm also quite a fan of the ticket system with hosting companies rather than telephone support, as it is a "put it in writing" recorded statement of a client-supplier conversation. This can be useful either if the client says restore database table and the provider later says I thought you said restore database, and it can be very useful when sorting out problems that go past one support person's working day, e.g. passing the problem on from the day shift staff to the night shift staff. This is the usual way I communicate with my current dedicated hosting suppliers - openhosting, poundhost/bluesquaredata, and unitedhosting - all of which are full-time businesses. Unitedhosting only provide ticket-based support, which shocked me at first when I was considering using them, but the more I thought about it, the more sense it made, and personally I'm happy with this, and so are two of my clients who have also gone with Unitedhosting for their managed dedicated servers.

Saying that, some hosting company's ticketing systems might have their problems too, especially if the ticketing system/support system/status system is down as part of the major problem, again the Register article mentions that RapidSwitch's support portal was up and down during their problems last week.
 
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awebapart.com said:
The Register article mentions that because RapidSwitch uses a VOIP system running on their own network, and because it was their network which was having issues, that's why some clients couldn't call in!

To be fair, when the proverbial s**t hits the fan, as in a major all-client-wide issue, as it sometimes does with any host or any ISP, telephone contact isn't going to be much use anyway. The client will be competing with the other hundreds or thousands of clients trying to call the service provider, and during these times the staff at the service provider are better placed trying to sort out the problem rather than repeat themselves to every client on the phone. I quite like the sensible thing that my broadband supplier (Eclipse) does when they have major issues, they simply place a recorded message on their phone line keeping clients up to date with the status.

I'm also quite a fan of the ticket system with hosting companies rather than telephone support, as it is a "put it in writing" recorded statement of a client-supplier conversation. This can be useful either if the client says restore database table and the provider later says I thought you said restore database, and it can be very useful when sorting out problems that go past one support person's working day, e.g. passing the problem on from the day shift staff to the night shift staff. This is the usual way I communicate with my current dedicated hosting suppliers - openhosting, poundhost/bluesquaredata, and unitedhosting - all of which are full-time businesses. Unitedhosting only provide ticket-based support, which shocked me at first when I was considering using them, but the more I thought about it, the more sense it made, and personally I'm happy with this, and so are two of my clients who have also gone with Unitedhosting for their managed dedicated servers.

Saying that, some hosting company's ticketing systems might have their problems too, especially if the ticketing system/support system/status system is down as part of the major problem, again the Register article mentions that RapidSwitch's support portal was up and down during their problems last week.
Click to expand...

I agree with you to an extent, as yes I now have a record of their mistake and bad communication. However if this was on the phone the communication would have been better in the first place which would have avoided the problem.

Im happy with using a ticketing system in general, but there are some instances where talking to someone is the only way to fully explain yourself. Also when you are also left waiting for an urgent issue.

I think having a mix of the two would be better than one or the other.

Whichever I need to feel like my hosting is valued and taken seriously. As as it is at the moment I dont feel like that regardless of their issues
 
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