Is Hostnine Support down?

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Posted by DomainInvestor, 09-07-2007, 10:22 PM
Does anyone know if Hostnine support is down? I placed to call a short time ago and hung up after holding for over 15 minutes. I tried to IM them via MSN and, according to MSN, no one is online. Anyone know what is going on?
Posted by UH-Bobby, 09-07-2007, 10:35 PM
Try the live chat, it works. I just used it and he joined within 30 seconds try it.
Posted by DomainInvestor, 09-07-2007, 10:41 PM
Which service did you use? I've been trying with MSN. Just tried again and it says: "msn@hostnine.com appears to be offline. Messages you send will be delivered when they are online."
Posted by UH-Bobby, 09-07-2007, 10:44 PM
I did the live chat. On the home webpage in the top right hand corner. It's a big live chat box. Try it, a tech rep responded in less than 30 seconds.
Posted by JetNet, 09-07-2007, 10:44 PM
Click the button that says LIVE CHAT at the top right of their website.
Posted by DomainInvestor, 09-07-2007, 11:06 PM
Chat window appears. I enter my message and click send. Chat window promptly disappears. I did it twice. Any ideas. I am trying to call from overseas. Does their system automatically dump any calls originating outside the US?
Posted by DomainInvestor, 09-07-2007, 11:16 PM
I just redialed 877-251-4678, the number for support. It is costing me fortune since I am overseas I must pay for the call even though it is toll free in the US. I'll give it 30 minutes to see if anyone ever picks up. I've been on hold now for 5 minutes listening to music.
Posted by DomainInvestor, 09-07-2007, 11:35 PM
Before deciding to sign up with Hostnine I emailed support explaining my situation and my problems with Hostgator. I received an email stating there would be no problem. I suspect part of the problem may be ModernBill though I was told they had never had a problem like the one I was experiencing with HostGator and that if there was they could remedy the situation. I made the decision to switch hosts after receiving another email from Hostgator saying they were still working on the problem and telling me to get another credit card despite the fact the one I have works anywhere but HostGator and now perhaps Hostnine as well. I can use PayPal but that requires an manual entry each month to put the charge on my card. I cannot set a recurring charge on my credit card via PayPal. They will set a recurring on my bank account but not the card. The call waiting music just stopped. Still no answer. Responses to emails I made prior to my decision to change hosts. Hi, Yes we use Modernbill for our in house billing but we've never had an issue like that. Regards, Ben Gabler Operations Manager 1.. Does Hostnine have streaming video software available? One advertiser lists streaming video as part of your package but I do not see it listed in your features list. Much of what we will be doing is offering video advertising to Thai goods and services providers primarily in the medical tourism industry. I have been using Quicktime since I found the quality better than other compression formats. While we will eventually be moving to a dedicated server we plan to use shared for initially until the traffic justifies the additional expenditure. >> Streaming Video is fine, we do not disable it in any way. 2.. I noted with interest your feature that allows management of additional servers worldwide. This is of particular interest since my business is physically located in Thailand though thus far using US based servers has caused no problem except in the instance when Thailand's Internet monopoly starts throttling the international gateway. A server in Asia or Europe in addition to the US might be useful. Do you have servers located outside the US? If so, is it possible to specify the location of servers used in your various plans? >> Yep, our full list can be seen at http://www.hostnine.com/reseller-central/ and yes you can specify per account. 3.. In the event I experience the same problem as alleged by Hostgator with ModernBill do you have the ability to create an exception that would allow me to use my credit card for recurrent billing while I am physically in Thailand? >> I don't see it being an issue provided you can verify the info. As for suggestion 4, please email that to my manager, ben@hostnine.com Regards, Joshua HostNine Transfers & Abuse Administrator HostNine Technical Support
Posted by DomainInvestor, 09-07-2007, 11:50 PM
Just finished 30 minutes on hold with no answer. The background music stopped after 10 minutes. 20 minutes of dead silence though the call remained connected until I terminated it. I was attempting to contact Hostnine after, per their request, I called earlier to verify my information. When I placed the earlier call I was told by Alex Jankuv my account would be operational in a few minutes and I would received the welcome email with the information I needed to begin using it. Alex did send a link to the information I would need to transfer my accounts from HostGator. Now no response from them whatever.
Posted by Ben_G, 09-08-2007, 09:42 AM
Hi, Which browser are you using on your computer and where exactly are you calling from? I'm wondering if this is an issue with the voip provider we're using as I can assure you both live chat and phone support has been available.
Posted by DomainInvestor, 09-08-2007, 09:57 AM
I use Firefox for a browser though I also have IE installed. I was calling from Thailand. I was on Skype and I had a relative call from my billing address in the US a short time ago. She got it straight that this was not a fraudulent credit card charge even though I am physically in Thailand. I have finally received my welcome letter. I called support myself after I finished the Skype call and was on the phone with them when this email appeared. The person I talked to was also concerned about the lack of availability of phone support and took the information on the time I called and how long I was on hold until I disconnected the call. Hopefully this is behind us now.
Posted by Ben_G, 09-08-2007, 09:59 AM
Just wanted to point out (since I can't edit the other post) I said voip provider as they control the toll-free number as well and stated it may not work with some countries. However, we are working on adding multiple international phone numbers for our customers and expect to have them available in the near future.
Posted by rookie44, 09-08-2007, 08:09 PM
Hostnine is terrible! The support is terrible. They never answer their emails or support tickets, and when they do, their usually days later. I just left there and went to wirenine.com. BEWARE!
Posted by Ben_G, 09-08-2007, 08:15 PM
I'm really sorry to see that you feel that way about HostNine and would really like to know more about your experiance. Can you PM some ticket numbers you noticed this outrageous wait time on? Our average response time on tickets is 15 minutes, chats 3 minutes, and phones less than one minute. We've never had a ticket in Sales/Support take "days" to resolve. The only thing that can take time is our Billing department which is usually 24-48 hours but we're in the process of training a dedicated billing team to fix that. I am looking forward to your response. Thank you!
Posted by rookie44, 09-08-2007, 08:38 PM
I waited forever on my first ticket. This was for a site transfer from Lunarpages. Support promised me it would be transferred by Thursday evening, lo and behold, Friday morning, no transfer. I created a new ticket and was told it would be a little while longer since Lunarpages doesn't have CPanel! What?? They have cpanel! Just an excuse for a delay I believe. I never did get the transfer, and after several more emails, requested a refund. Glad I left! wirenine.com rocks!
Posted by Outlaw Web Master, 09-08-2007, 08:52 PM
maybe this is what was implied with "The Future of Hosting" I just tried the live chat though and the guy was on top of it within a minute. owm
Posted by rookie44, 09-08-2007, 09:01 PM
Yeah, but it's spotty. All the times I tried to get someone, they were never there. I've got nothing to lose here. I just wasn't happy with hostnine. They say their support requests are answered within 15 minutes, but that's a downright lie! It's a shame that their support is terrible. Take my word for it, look somewhere else. Go to wirenine.com.
Posted by ldcdc, 09-08-2007, 09:09 PM
He was talking about averages.
Posted by Ben_G, 09-08-2007, 10:43 PM
I'm happy to hear you're getting great service from wirenine as they are a great company without a doubt. I was confused as I thought you had an issue with an actual support ticket and don't feel it's fair for you to say we have such horrible support when this is related to a website transfer which I might add we do at no additional charge to you. I'm sorry the transfer was not done fast enough to suit your needs. If you can PM me the ticket number for your transfer I will definitely speak with the tech that gave you that response as it may have just been miss communication. I know you consider this resolved as you have moved on but I don't as I want to see why this happened in the first place. At the same time I hope you can understand that we do have more than one customer and due to the amount of sign ups we receive a day transfers can take some time to complete. I really don't feel it's fair for you to say our support is horrible and to go somewhere else for hosting to others as you didn't even have a chance to experience it as this is based off of the time it took for a free transfer to be completed but please PM me that transfer ticket so I can get to the bottom of this on my end. Thank you
Posted by Ben_G, 09-08-2007, 11:09 PM
Actually I just located the ticket to save you some trouble. The issue (as clearly explained by our tech) was we were unable to login to your Control Panel at LunarPages to make a full backup as normally done with cPanel. Your First Submission: Posted on 29 Aug 2007 11:38 PM Our Response: Posted on 29 Aug 2007 11:44 PM Your Follow up: Posted on 29 Aug 2007 11:58 PM Our Response: Posted on 30 Aug 2007 12:03 AM Our Response: Posted on 01 Sep 2007 04:11 AM (Another tech was attempting this and was unable to login with your details) Your Response: Posted on 01 Sep 2007 10:19 PM Your Response: Posted on 02 Sep 2007 01:04 AM (to cancel) Please tell me how we went so wrong here. Two of our admins attempted to do your transfer. The first one was unable to create a full cPanel backup (you didn't have the standard cPanel setup at your old host making a full backup impossible for us) with the login to your old host which means we were going to manually move the files and databases (which definitely takes longer than a normal cPanel transfer). Next, another admin attempted to manually move everything for you and was unable to login. Our replies to your ticket were within minutes when it was submitted and were delayed at the end due to it being the queue since the second admin was unable to login with the details you provided. I'm sorry but I really don't see how we deserve this negative review.
Posted by boonchuan, 09-08-2007, 11:18 PM
I think this belongs to the Network Outage Forum, moved. Also it digressed too much into comments on their response tickets etc. Closed, if anyone wants to continue, please open a new thread.