Oustandanding Service for More than Five Years
I'm dating this review with today's date, but I've been using Turnkey Internet since December of 2017; so it's been almost six and a half years. I just never got around to writing a review on Trustpilot. Here's my story.
I had been with another provider for many years. After they were bought out by a private equity firm, the old provider went into a nosedive with gusto.
The old provider hit bottom on Christmas Eve of 2017, when they so thoroughly botched what should have been a routine migration that I had no choice but to change providers and restore the sites from backups. Thankfully, I had backups on both S3 and Backblaze because I had no connectivity to the old server at all.
I called Turnkey Internet on the phone -- on Christmas Eve -- and spoke to a Senior support tech named Autumn. Long story short, Autumn had me send my business documents (all new clients have to be vetted), quickly vetted me as a legit and established company, and spun up a server for me in the middle of the night.
By morning, none of my clients even knew there had been an outage.
I migrated another server over about a week later, and have added more since then. I now have five production servers online with Turnkey Internet, with excellent uptime, and outstanding support when I have needed it.
Mind you, because my servers are all self-managed, I'm entitled to very little in the way of support. I've always gotten more than I pay for. I have never gotten an invoice when support bent over backwards to solve problems for me (most of which I created myself). They also explained what I did wrong so I wouldn't make those mistakes again.
The only unpleasantness I've experienced has been with new techs who treated me like a brand-new client rather than one who's already been vetted when I wanted PTR set up on brand-new servers or things along those lines. Escalation has always solved those problems within minutes.
For context, Turnkey Internet is very strict about who they accept as clients. Unless you have a proven record, they vet new accounts pretty thoroughly and watch your servers carefully for signs of abuse for a while. It does take time to establish a good reputation.
Another caution: Turnkey will shut you down in a heartbeat if they get legit spam reports about your servers. So if you're a spammer, look elsewhere.
They're also reasonable, however. On a couple of occasions when my clients' LANs were compromised and they were sending spam through my mail servers, I disabled the clients' outgoing mail while the clients fixed the problems; and then self-reported the incidents to Turnkey so they knew that the problems had been detected and resolved. As a result, when the spam reports started coming in, my servers stayed online. Communication goes a long way.
In closing, I really don't understand the bad reviews. Turnkey Internet has given me extraordinary service since Day One (or Night One, as it were). They do have high standards, and they do vet new clients very thoroughly; but those are good things for legit clients. I don't want to be in the same datacenter as scammers, spammers, hackers, and other Internet miscreants. I'm a legit provider; and I want my upstream providers and my neighbors in the DC and the netblock to be legit providers, as well.
