Ben Weston

Ben Weston

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Reviews by Ben Weston

HE

Heart Internet

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1 out of 5 stars

Abysmal

Abysmal. Got notified that all our services (over 130 websites spread across several VPSes) had to be migrated with 30 days notice. 30 days! Their proposals were less than perfect: we were losing some features (like snapshot backups) and were being forced to choose between fewer cores, memory or hard drive on nearly every instance. I begrudgingly agreed and we mounted a huge effort at our company to get everything migrated. Less than a week since the migration, one of our critical Windows dedicated servers went offline at 11pm on Friday night. It serves over 1,000 email accounts. It is now 11:50pm on Saturday (25 hours since it went down) and still nothing has happened on an urgent ticket, let alone dealt with it. Meanwhile, this is costing us a huge amount of money alongside reputational damage. As part of this ridiculously planned migration, we're not able to see any of our new dedicated servers in the account until the transition their end has finished next month. So we have critical services offline, no one responding to an urgent support ticket, live chat offline and I can't even restart the box or KVM into it because it doesn't show in their control panel yet. Completely and utterly unacceptable. We spend hundreds a month with them and have for years. As soon as we have access to our server again, I will be migrating away from this complete joke of a company. Do not trust them with anything remotely important - you'll be left in the dark when it inevitably goes wrong. I just want to add: I don't blame the people working support. When you get through, they are helpful and courteous. The problem is the management: they haven't sufficiently staffed the support team and they've evidently taken unilateral decisions about migration that I, as a devops engineer myself, am certain the data centre teams don't agree with.