Support Bad, Servers Bad, Company Bad

designafi · #1 (**permalink**) 18-07-11, 03:33 PM

Today, thanks to Web Hosting UK we have lost 6 clients currently with an order total of £1500 and gained a rather bad reputation... Why?

Simple. Their support team tell you one thing and then the actual events are alot worse.

Our server went down at 4am this morning due a "storage file issue" on the cluster 4 system. We are now at 20 past 4 in the afternoon and our network is still down. Even though we was updated by the "new" WHUK-STATUS system telling us how the issue is resolved at 10.30am.

Re-contacted support just after 12 noon to ask why the servers are still down, was told a senior admin was looking into our account right away and had to do a file system check. Which would take no longer than 2 hours. We are now 4 hours later and i am informed by Support that the account is not currently resolved and we are waiting for a senior admin to look into it. So whos the liar?

We have had nothing but problems since we started using Webhosting.uk.com even though Harry in sales took all the time in the world to tell me how the services are far better than site5 and how we'd never have those unprofessional issues.

Your "Terms of service" may protect you from legal action from my companies loss but i feel it would be a wrong if i did not warn other businesses about the false promises what keep appearing from your sales team.

Absolute Joke for a Company. I will be writing directly to Mr and Mrs Strong about this issue.

**WHUKJenna** · #2 (**permalink**) 18-07-11, 03:42 PM

Quote:

Originally Posted by designafi

Today, thanks to Web Hosting UK we have lost 6 clients currently with an order total of £1500 and gained a rather bad reputation... Why?

Simple. Their support team tell you one thing and then the actual events are alot worse.

Our server went down at 4am this morning due a "storage file issue" on the cluster 4 system. We are now at 20 past 4 in the afternoon and our network is still down. Even though we was updated by the "new" WHUK-STATUS system telling us how the issue is resolved at 10.30am.

Re-contacted support just after 12 noon to ask why the servers are still down, was told a senior admin was looking into our account right away and had to do a file system check. Which would take no longer than 2 hours. We are now 4 hours later and i am informed by Support that the account is not currently resolved and we are waiting for a senior admin to look into it. So whos the liar?

We have had nothing but problems since we started using Webhosting.uk.com even though Harry in sales took all the time in the world to tell me how the services are far better than site5 and how we'd never have those unprofessional issues.

Your "Terms of service" may protect you from legal action from my companies loss but i feel it would be a wrong if i did not warn other businesses about the false promises what keep appearing from your sales team.

Absolute Joke for a Company. I will be writing directly to Mr and Mrs Strong about this issue.

Hello,

We are sorry to hear that you are still offline. Please could you PM me with your details so that I can look at getting this resolved for you.
We can appreciate your frustration but please be advised that senior technicians have been working non stop to resolve this issue.

Please could you PM me your details ASAP?

Kind Regards,
Jenna Strong.

designafi · #3 (**permalink**) 18-07-11, 05:04 PM

Hello Jenna, Good to see the Director getting involed with complaints.

Wont let me PM you.

IP is 109.203.96.111

**whuk-cristiano** · #4 (**permalink**) 19-07-11, 03:48 PM

Quote:

Originally Posted by designafi

Hello Jenna, Good to see the Director getting involed with complaints.

Wont let me PM you.

IP is 109.203.96.111

Your server is at login prompt. Websites are functional.

Pongers · #5 (**permalink**) 20-07-11, 03:58 AM

@designafi, I hope your issue must have been handled on priority since you are paying good amount to WebhositngUK.
Just out of interest, what's the hosting package you are currently on, is it one of high end dedicated server?

lisa@collyers.me.uk · #6 (**permalink**) 20-07-11, 08:34 PM

I totally understand your frustration, my server has been down since Monday and is still down now and i am now being told that even though i pay for backup's on a Daily,Weekly and Monthly basis, the backup that they have for my server is over a month old, how can this be when i had an email on Sunday 01:00 to say the server was backed up!!!!!!

I will be losing 4 customers tomorrow for sure as i have been unable to advise them when the server will be up and running, as Technical Support keep giving me different stories and bad times when it will be up and running.

Will be looking to move my servers to another provider.

stuartb4u · #7 (**permalink**) 21-07-11, 07:27 AM

Quote:

Originally Posted by lisa@collyers.me.uk

I totally understand your frustration, my server has been down since Monday and is still down now and i am now being told that even though i pay for backup's on a Daily,Weekly and Monthly basis, the backup that they have for my server is over a month old, how can this be when i had an email on Sunday 01:00 to say the server was backed up!!!!!!

I will be losing 4 customers tomorrow for sure as i have been unable to advise them when the server will be up and running, as Technical Support keep giving me different stories and bad times when it will be up and running.

Will be looking to move my servers to another provider.

We are in process of recreation of the server. Once it is finished you will be updated in the ticket

lisa@collyers.me.uk · #8 (**permalink**) 21-07-11, 08:57 AM

My server is still down 4 days without service and no news on how long it will take to come up again. Bad support o used to work for Level 3 Communications and BusinessNet and we always contacted our customers with updates I have had 1 call from Bruce Taylor to tell me the server would be up and running bt midnight Tuesday. No phone call since and hours spent on live chat to be given no further reassurance my server will ve back and all data recovered.

**BruceT** · #9 (**permalink**) 21-07-11, 12:03 PM

Dear Lisa Collyer,

We did try to call you yesterday to give an update about your Cloud Server. But the call did not go through. There were 2 attempts been made after 7.00 PM BST.

Kind Regards,

Bruce T

lisa@collyers.me.uk · #10 (**permalink**) 21-07-11, 12:14 PM

Very strange as if i am out of the office the phone gets diverted to my mobile and if i am unable to answer it goes onto the answerphone, and i have had no messages or missed calls on my mobile.

Was talking to your technical support team until midnight last night, so i am sorry i am contactable from 07:00 till 01;00 most days.

If you had called i would have answered or you could have left a message and i would have called back.

What is more important is that i pay for a service R1Soft CDP backup and now find out that my sever's data is not recoverable and that the backup service i paid upfront for has not been setup your end and i have LOST EVERYTHING

NOT A HAPPY CUSTOMER

**Ross** · #11 (**permalink**) 21-07-11, 08:52 PM

Hello,

I apologize for the inconvenience caused so far. I got an update from our admins that your issue has been fixed. Please PM me if you are still facing any issue.

**Harry** · #12 (**permalink**) 10-10-11, 10:37 AM

Quote:

Originally Posted by Edi8th99

Hello Jenna, Good to see the Director getting involed with complaints.

Wont let me PM you.

IP is 109.203.96.111

Please let me know the issue you are facing at the moment. You can also initiate Live chat session from our website to get an instant assistance for your issue.