| Posted by AntStephenson, 07-28-2011, 09:25 AM | | This is my first review, I've not been around here long and I was quite hesitant to post anything of the sort since I've been reading around and it almost feels as if anyone who comes around and posts a bad experience with a host they get slandered at every turn.
I started by giving the newly formed company HostX10 a go, I understood that he's a young guy but he assured that the service would be reliable in his hosting offer post. Everyone deserves a chance? right?
Before anyone begins to say anything along the lines of 'paying for what you get' - don't because the host did guarantee 99.9% uptime and 24/7 support, regardless of their bad pricing I should be getting what I paid for.
I don't want to bore everyone and I'll keep this pretty short. I signed up for the service on the 09/06/2011. Everything seemed to be going fine until around 22/07/2011 when I was unable to access my service for a while, I found an e-mail informing me of an issue on the service I was being hosted on. Please see the following Tweet which outlined exactly what was found in the e-mail:
http://twitter.com/#!/HostX10_Sajid
I requested a transfer to another server, opened a ticket with the Tech Support department, took from 17:34 when the ticket was opened till 23:51 to get a reply, the transfer hadn't been started however he assured me that it'd be completed in 10-15 minutes. This was completed though I was a bit irritated about the lapse in time.
Now up to the past few days, my service has been on and off and I'd setup a host-tracker account to monitor on HTTP and I was frequently getting e-mails about the service being down. The service was unstable from the 26/07/2011 @ 10:37am till 27/07/2011 @ 15:45 (and I say unstable as I don't want to make allegations of it being fully down during this period as I'm running host-tracker on a 30 minute interval). Host-tracker is however reporting a 93.5% uptime.
I've sent an e-mail to them to complain about this, I got no reply. The reason I'd sent an e-mail was due to their client area being unavailable so I used the address listed on their contact page (support@hostx10.com). I tried again a day later and was able to access my service however I'd like an explanation as to why it was down.
I opened a ticket yesterday asking about the downtime and explaining that its unacceptable, though I'm always a fair person and understand everyone has issues hence why I'd opened the ticket to resolve the issue. In 3 hours time the ticket will have been open 24 hours without a reply. This doesn't count the initial e-mail sent to support.
What is bothering me so much is that I'd found a post on the topic which I'd signed up through posted yesterday by the host saying that they currently have 100% uptime which isn't true.
Anyway, I've requested a cancellation at the end of the billing period.
I don't know if I need supporting evidence for any allegations posted here but I'd rather not add it in here however to verify I'll quite happily do so in private should it be required.
Thanks all,
Ant
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| Posted by AntStephenson, 07-28-2011, 11:01 AM | | Update
I managed to get a reply from the owner of the company who is using the typical you can't trust uptime monitors because they could be blocked by a firewall stance as found around here lately. I'd been monitoring on HTTP at 30 minute intervals.
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| Posted by procrusher, 07-28-2011, 11:05 AM | | What are you looking to switch to? Thats terrible support.
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| Posted by AntStephenson, 07-28-2011, 11:07 AM | | I'm not too sure yet, looking at the offers forum now, something low budget, its mostly for personal sites - nothing too fancy. He claimed that there was downtime logged by himself which was cPanel maintenance however surely if there was going to be maintenance he should of notified me?
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| Posted by Sajid213, 07-28-2011, 01:58 PM | | First of all, you opened a ticket in the complaints/abuse department. This department is not monitored 24/7 and is only accessible by me. Since I am a human I can not stay online 24 hours a day. That is the reason for the late reply.
Secondly, our firewall is very strict. It automatically bans most of the bots (except search engines). Theres a possibility that your uptime monitoring service was blocked by our firewall. We monitor our servers with uptime robot at 5 minute intervals. If there really was a 10 hour downtime, I am sure that uptime robot would have noticed at least one downtime. Your monitoring interval is 30 minutes which is not very accurate because it can make a 1 second timeout seem like a 30 minute downtime. I have uploaded the screenshot from uptime robot here
Thirdly, the downtime on 22nd (due to cpanel maintenance) was posted in the network issues section. I have already showed it to you. But since only registered clients can access it, I have uploaded a screenshot here.
Lastly, your email was sent to the spam folder for some unknown reason. I have checked it found it a while ago. But I don't think there's any reason to reply anymore.
Since I don't like to see my clients upset, I even gave you a full refund even though we don't have a policy to give refunds after 15 days. I hope everything is resolved now.
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Last edited by bear; 07-28-2011 at 02:55 PM.
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| Posted by AntStephenson, 07-30-2011, 09:26 AM | | I'm sorry but the whole firewall blocking access is being thrown around a lot lately, the requests were HTTP on a 30 minute interval as I explained to you in the support ticket, the service was down 2 days in a row (at periods), host-tracker tested with different nodes and I also verified this on my own home computer, this is highly coincidental.
I do apologise for my anger regarding ticket reply times, however it was pushing 24 hours and I've previously had an issue with ticket reply times with you (in your so called 24 hour tech support department).
You should have done more than post in your issues section if my websites were going to be inaccessible for such a long period. I don't even recall it being easily accessible and your issues weren't displayed on the front page where the last post was regarding your server issue that I did receive an e-mail about.
Thank you for the refund, as I'd said to you previously, good luck in your hosting endeavours.
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