Webair.... seriously WTF is up with your tech support?

[Splum]

Incoming rant....

So Ive been with Webair, dedicated leased server, for years. Fairly decently priced, decent uptime, actually stellar uptime up until recently.

Now my sites are at times unresponsive so I put in a ticket... 5 hours later they say they will diagnose the problem. Several DAYS later they say they have techs monitoring it and will do a hardware test at X date at X time. No problemo right?

So they do the test, nothing wrong bleh. That same day server goes down again. Everytime it goes down(or services become unresponsive) I reboot the server manually and escalate my previous ticket.

Now I get an email that basically yells at me for rebooting my server when its unresponsive instead of putting in a ticket(wtf do they expect my sites to be down while I put in a ticket for them to figure out 'oh apache is down maybe we should restart that service'?).

I realize my server is "unmanaged" and I am willing to even PAY for tech support but hey cant they just "monitor" the services with some program I mean come on wtf it isnt that hard. Just fucking charge me and monitor the fucking services how hard is that?

Ive been VERY happy with Webair, at the start years ago had some rocky times but Mike and gang set it right. Now its starting to slack again... anyone else had problems with them as of late? Is it time to move on?

[Iron Fist]

Welcome to the "existing customer" club. Take a number and take a seat...

[Matyko]

Time to move to another hosting company. I suggest you to contact Brad Mitchell, I don't have to name his company: everybody knows it, everybody loves it.

[fris]

im with softlayer, no problems yet, have a 30mbps box with them

[TidalWave]

even if its unmanaged they should at least be doing basic monitoring for free to know if its online or not

[Splum]

Originally Posted by Matyko

Time to move to another hosting company. I suggest you to contact Brad Mitchell, I don't have to name his company: everybody knows it, everybody loves it.

Please expound.

[SpicyM]

their ticket replies are very slow and techs on live chat are usually those less experienced, but then you are also on unmanaged service

[borked]

Originally Posted by Splum

Now I get an email that basically yells at me for rebooting my server when its unresponsive instead of putting in a ticket

At that point I would have left.

I ain't moving anywhere from OC3 - hit up tidalwave at pacific rack....

[donnie]

My sites are down for 3 days now and I am not even getting a reply to my tickets Seriously the WORST support I have ever had. Luckily it is only some minor sites I am hosting there?

[GAMEFINEST]

mojo host....

[Kelli58]

Your sites have been down for 3 days and you have time to post here? I'm sorry but I don't buy it. If my sites were down for 3 hours, let alone 3 days you wouldn't find me posting here, not sitting on my ass waiting for a response. I would I don't know at the very least log into the control panel and click the LIVE HELP button and demand a response, or send them 4370 emails and demand a response and oh I don't know, call them? I mean the phone rocks and its a great way to get someone to pay attention to you. But even then if all of those methods didn't work I would also ICQ the sales team which all seem to provide their ICQ contacts here on these boards ...... and do keep in mind that is just if my site was down for 3 hours. You are saying that 3 days later you are still waiting on a rely to your ticket?

I'm sorry but that just doesn't sound right.

I have been with Web Air about 3 months now and in that time I have had to submit a ticket or talk to tech support 9 times now for various things - mostly oopsys I have made and in that time I have never ever ever had to wait with the exception of a software package they were installing for me that ran into some problems and even then it only took them a total of 10 hours and during which time I had FOUR different tech support people speak with me and answer each and every question I had.

So I don't know why you are having such a problem but that is my honest 100% truthful experience with them.

I have been in this business over 13 years and I can honestly say without a doubt, 100% truth is that I have never ever ever ever ever had a more enjoyment web hosting experience.

Their sales and technical support staff all but fall over themselves to help me and I'm really a nobody. I just have one tiny little dedicated server. I can't imagine the level of support they must give the big boys.

[Matyko]

Originally Posted by Splum

Please expound.

Happily: search for MojoHost or Brad Mitchell. You'll find only good things. And this has a cause: this company is top notch, support is lightning fast and very professional, some of them became friends of mine during 2008 [I joined The Family in Dec 2007]. I completely forgot the feeling "(maybe) I have to look for another hosting provider". I would NEVER leave MojoHost. N E V E R.

This company is the perfect soil to grow my biz the fastest and most professional way.

More than Managed

[Matyko]

Originally Posted by Kelli58

Their sales and technical support staff all but fall over themselves to help me and I'm really a nobody. I just have one tiny little dedicated server. I can't imagine the level of support they must give the big boys.

If any hosting company cares less about "nobodies" and more about "big boys" its all fucked up big time

[brassmonkey]

i moved from webair long time ago i wont say what they did but it was a pain in the ass

[Davy]

I am hosting with webair, too.

People always bitch about dreamhost on this forum.
But their tech support is actually TOP NOTCH. You will receive a reply on any ticket in a matter of hours at most.
I wish webair would finally make some changes to their support and take this primarily VIRTUAL HOSTER as an example for their tech support operation. Gave up that hope long ago, though.

[SuzzyQ]

Originally Posted by Kelli58

Their sales and technical support staff all but fall over themselves to help me and I'm really a nobody. I just have one tiny little dedicated server. I can't imagine the level of support they must give the big boys.

I have had the same experience with Webair. They have bent over backwards to help me. I dont have any of these problems. I have screwed up, called them and within an hour, all fixed

[fris]

webair gerard will be here soon to say "let me get you squared away"

[JD]

webair support is balls. i'm with yellowfiber an techiemedia now... fucking LOVE'em

[alias]

http://swiftco.net

[Ethersync]

Originally Posted by borked

At that point I would have left.

I ain't moving anywhere from OC3 - hit up tidalwave at pacific rack....

[SpeakEasy]

Yet ANOTHER webair sucks thread. When will people realize webair is the bottom of the barrel when it comes to hosting. Really just do some basic searching and NOBODY even comes close to the number of bad support threads than webair does, nobody, not even shitty little resellers.

[BVF]

Originally Posted by donnie

My sites are down for 3 days now and I am not even getting a reply to my tickets Seriously the WORST support I have ever had. Luckily it is only some minor sites I am hosting there?

What sites would those be?

[who]

go to gotwebhost. They have support.

[Net Money]

Originally Posted by JD

webair support is balls. i'm with yellowfiber an techiemedia now... fucking LOVE'em

I agree with TechieMedia as being Fantastic !! I moved all my servers to them almost a year ago and they simply blow every other host i had tried in 5 years. It's an unbelivable differencea superior quality host can make to your business. If you are serious about your biz you need to have a quality host behind you plain and simple.

[2012]

I was going to say they have been one of the best hosts I've ever had but I never got my cheesecake.

[Sausage]

Was with webair a few years back when they started going downhill and seemingly only looking after their big name board fan club. Got out when it took days to get support and couldn't be happier having boxes with Mojohost, Nationalnet, Cyberwurx and Isprime now.

[KingRedOnion]

i got enough boxes around to know about who is good at what they do and who isnt.

Firstly - 5 hour ticket response time = unacceptable.

I have just placed three tickets tonight for various reasons, didnt wait 5 minutes for a RESOLUTION let alone a response.

Secondly - im expanding and Im going with Brad / Mojohost. They get awesome reviews consistantly. This is coming from a natnet customer as well. Now Natnet set a very high benchmark, I just want to spread the love :D

[Lightning]

As several people have already mentioned www.techiemedia.com is by far one of the finest hosts in the business. You get all premium bandwidth with no junk even in the mix for competitive prices to others that use junk. Now as far as tech support goes well there simp[ly is nothing even close to the speed and quality of Techies support, it's 2nd to none. None of that 5 hour, or even 1 hour crap, Iam talking minutes to get a tech workin on my issues if i need, and thats weekends holidays, nights or whenever.

[ThumbLord]

I am at Webair and they have bent over backwards to help me. I dont have any of these problems you described.
I have screwed up, called them/ICQ-ed them most of the times, all was fixed within the hour.

[chupachups]

I really never understood the Webair-hype.. Go with Yellowfiber or Exmasters. The latter has very very good support.

[nico-t]

if you read this board frequently you should know that webair is definately not the way to go, they have by far the most complaint threads on here

[brassmonkey]

yeah lesson learned

[quantum-x]

ISPrime+MojoHost.
Anyone can put a box online. Only some companies can keep it online.
Only some of those companies can support the boxes that are online.

Even rarer than that are the companies that understand infrastructure and scalibility.

The two mentioned hosts are hosts that understand client requirements, and will pre-emptively organise your cluster to avoid potential problems.

Not to mention 24/7 ICQ support.

[brassmonkey]

so damn true

[2012]

Originally Posted by ThumbLord

I am at Webair and they have bent over backwards to help me. I dont have any of these problems you described.
I have screwed up, called them/ICQ-ed them most of the times, all was fixed within the hour.

[pornask]

Originally Posted by Matyko

Happily: search for MojoHost or Brad Mitchell. You'll find only good things. And this has a cause: this company is top notch, support is lightning fast and very professional, some of them became friends of mine during 2008 [I joined The Family in Dec 2007]. I completely forgot the feeling "(maybe) I have to look for another hosting provider". I would NEVER leave MojoHost. N E V E R.

I've been with MOJO since Dec 2007 myself. Joined at the same time as you

[Matyko]

Originally Posted by pornask

I've been with MOJO since Dec 2007 myself. Joined at the same time as you

I started with their cheapest dedicated with 6 megabit bw... one year later, bigger server, 100 megabit plan, + 20-30 megabit overage/month. During 2008 I moved ALL my stuff to MojoHost. And I think about all these steps as best business decisions of my adult career.

[darnit]

Webair was the shit (and by that I mean good) a couple years ago but I left them and all my boxes to natnet based on their price match promo. I have never looked back. I left webair for exactly what you described, their tech support went downhill in a BIG way. I've yet to experience a second of downtime and while natnet has an 800 number 24/7 their email system is top notch with someone usually resolving a problem within an hour, first response in 5 mins.

It's a shame, webair WAS a great host back in the day but there is NO WAY I would host with them again. Tech support is totally garbage minus a few decent admins - which you will be lucky to get.

[Wiredoctor]

Originally Posted by askmomma

As several people have already mentioned www.techiemedia.com is by far one of the finest hosts in the business. You get all premium bandwidth with no junk even in the mix for competitive prices to others that use junk. Now as far as tech support goes well there simp[ly is nothing even close to the speed and quality of Techies support, it's 2nd to none. None of that 5 hour, or even 1 hour crap, Iam talking minutes to get a tech workin on my issues if i need, and thats weekends holidays, nights or whenever.

My experience is basically the same as you. I have several servers and do a few hundred megs and all I can say is techiemedia has by far proven to blow the doors off every other host i've tried in the past 6+ yrs. Their prices are great but most importantally their infrastructure and Support is the Best in the biz !!

[raymor]

Webair seems to have effectively two different tech departments.
Sometimes they are good, like Sagi knows his stuff, then sometimes
we hear experiences like Splum's. Maybe it has to do with managed
versus unmanaged, maybe big clients versus small clients, maybe
luck of the draw.

We have a couple of colocated (unmanaged) systems with Phatservers.
The last two times there was a problem, when we submitted a ticket
they responded a minute or two later saying "yes, we were already aware
of the problem and working on it. Our monitoring system alerted us."
That's impressive, especially since the Phatservers guys know that I've
been running servers for as long as some of them have, and these
are servers I built, so it would be entirely reasonable for them to expect
me to take care of my own monitoring and such.

Originally Posted by Splum

Now I get an email that basically yells at me for rebooting my server when its unresponsive instead of putting in a ticket(wtf do they expect my sites to be down while I put in a ticket for them to figure out 'oh apache is down maybe we should restart that service'?).

I would yell at you too. The thing is, it's not a case of "oh apache is down maybe we
should restart that service". Rather it's a case of "Apache isn't responding within a
reasonable time, let's find out WHY so we can fix the actual problem." By restarting
it you made it a hundred times harder to find the problem as you're now asking them
to figure out what the problem WAS rather than what the problem IS. You should have
called them. Imagine a friend asks you to help with their web site. They email you
saying "the page didn't look right, so I deleted it - what was wrong with it?". It's
somewhat similar - you need to SEE the problem in order to diagnose it and fix it.
(Though sometimes a diagnosis can be made from log files.)

[webrodega]

Webair totally rocks and is awesome the best hosting company been with them for 8 years and never had a problem!!!!!!!! Let's hear it for Webair, it's all good man.

[Wizzo]

Originally Posted by quantum-x

ISPrime+MojoHost.
Anyone can put a box online. Only some companies can keep it online.
Only some of those companies can support the boxes that are online.

Even rarer than that are the companies that understand infrastructure and scalibility.

The two mentioned hosts are hosts that understand client requirements, and will pre-emptively organise your cluster to avoid potential problems.

Not to mention 24/7 ICQ support.

I've never dealt with Webair, but I can say ISPrime and Mojo are both stellar outfits!

[DaddysDough]

I as well host with webair, they have been good to me so far!

[HorseShit]

Good hosting companies (in no order)

Yellowfiber
Mojohost
Isprime
Techiemedia
Natnet
Phatservers

[Lance69]

I had mixed times with webair... over about a two month span the whole thing going down for everyday for a week straight, sql shitting the best once a week etc. No real explaination given usually they just restarted apache and waited for the issues to happen again. But for some reason I just could not get things fixed.
Went to exmasters, good company, for support issues I'd wait maybe 12 hours or so sometimes to get responses, unless I luckily caught them online and stuff got fixed fast. Overall good experience.
Tried out Phatservers and have never been happier. Fastest response times, (I've never waited more than 10 minutes for a human response), situation updates if the fix takes more than a few minutes, and always willing to explain exactly what went wrong.

[wasteland]

Originally Posted by Matyko

Time to move to another hosting company. I suggest you to contact Brad Mitchell, I don't have to name his company: everybody knows it, everybody loves it.

That would be mojohost. Wasteland moved its network there in December and we are totally delighted with all aspects of their hosting and support.

Colin

[sortie]

http://isprime.com

Sooner or later many of you will be there anyway.

My advice : Make it sooner.

[Oracle Porn]

Originally Posted by Kelli58

Your sites have been down for 3 days and you have time to post here? I'm sorry but I don't buy it. If my sites were down for 3 hours, let alone 3 days you wouldn't find me posting here, not sitting on my ass waiting for a response. I would I don't know at the very least log into the control panel and click the LIVE HELP button and demand a response, or send them 4370 emails and demand a response and oh I don't know, call them? I mean the phone rocks and its a great way to get someone to pay attention to you. But even then if all of those methods didn't work I would also ICQ the sales team which all seem to provide their ICQ contacts here on these boards ...... and do keep in mind that is just if my site was down for 3 hours. You are saying that 3 days later you are still waiting on a rely to your ticket?

I'm sorry but that just doesn't sound right.

I have been with Web Air about 3 months now and in that time I have had to submit a ticket or talk to tech support 9 times now for various things - mostly oopsys I have made and in that time I have never ever ever had to wait with the exception of a software package they were installing for me that ran into some problems and even then it only took them a total of 10 hours and during which time I had FOUR different tech support people speak with me and answer each and every question I had.

So I don't know why you are having such a problem but that is my honest 100% truthful experience with them.

I have been in this business over 13 years and I can honestly say without a doubt, 100% truth is that I have never ever ever ever ever had a more enjoyment web hosting experience.

Their sales and technical support staff all but fall over themselves to help me and I'm really a nobody. I just have one tiny little dedicated server. I can't imagine the level of support they must give the big boys.

[Axelo9]

mojohost.com!!! the best Mr Brad Mitchell !!!

[brassmonkey]

Originally Posted by Axelo9

mojohost.com!!! the best Mr Brad Mitchell !!!

OMG that guy in your avatar ive seen him b4 his teeth look like yellow piano keys