Just thought I'd invite some stories regarding hosting companies.

I know that sometimes its just unlucky and I dont want it to be a hole digging exercise, but its also good to know these things to learn from them.

 

Afrihost (shared hosting)

  1. One of my domains kept going down at least an hour or 2 per day for a week
  2. after various support emails, they said it was good.
  3. a week later it happened again and again
  4. it took a month, but eventually I managed to get them to move me to another server.
  5. if they did that, it worked, or they repaired the problem

It was dreadful having your site down so often, many support emails came through to me, much more than I cared to have and was a huge waste of my time.

Moral: If your server is struggling they can move you to another box. dont be afraid to ask

 

Gridhost (shared hosting)

 

They decided to take down a server one of my clients systems were on. They did not warn us.

They upgraded the php, mysql. They changed IP addresses. They left the old server on, running scheduled tasks on old data, that we could not see or do anything about.

Their reply was "oh yeah, the old one is still running. Should we switch it off?".  (we never knew there was an old or a new one)

The result of their no warning, was actually rather grave.

  • SMS's were being duplicated, sent by two different servers.
  • one of the sms's was being sent at 3am much to the 500 customers complaints
  • the reminder sms's were being sent everyday, because the data was not being updated (old server, we had no access to it)
  • Emails were not being delivered as the email route was changed
  • FTP scanned documents (around 200 documents) had to be rescanned and uploaded.
  • and lots more losses I cannot really reveal but some with more effect.

 

Moral: Dont expect others to treat your systems as you do. They might just not care about downtime in the same way. At some point you need to own the whole thing, rather than have it in the hands of others. 

 

We all expect things to go wrong every so often and I can take many things in my stride, but the lack of apology and lack of care from gridhost was really evident and frustrating.

 

After 22 domains, and managing various customer domains around the world, I have noticed s.a hosting to be down most often. I have two serious questions

  • Does S.A hosting take uptime as seriously as elsewhere in the world?
  • Do we have a lack of skills in the customer/ technician areas at our hosting companies?

 

 

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It seems to me that a culture of customer service is absent from those companies that you cite.

  • Does S.A hosting take uptime as seriously as elsewhere in the world?

I work for a isp and I can tell you we do. We also inform our users directly when services will be going down and use social media channels as well. We will never send notices 3am in the morning.

  • Do we have a lack of skills in the customer/ technician areas at our hosting companies?

Tech skills - Nope, or not at least where I work. We very much on par with our technical skills and our staff under go regular training.

 

I have not dealt personally with many hosting companies, but as with any other service, one company will provide you with superior service and the other not.

 

I guess I got unlucky then. :(

 

 

 

Kurt, if you are so proud of where you work, why dont you share with everyone or is it because you work for Web Africa?

 

Any recommendations ?

I use Hostgator, they are fantastic! I was with Arvixe for a month - the worst hosting company ever and even worse customer service. (worse than telkom) I moved over to Hostgator and have been with them for just under 3 months now.

Hostgator are very helpful and quick to respond to issues and you can contact them 24/7-  try getting that kind of service in SA. 

Hi Jonathan

 

I can understand your frustration as up time should be the most important factor next to performance when choosing a hosting provider. Unplanned downtime does happen and it's difficult to avoid as the issues could be power or routing related but you should be notified as the outage occurs with regular updates so you are kept update on the status and may notify your clients accordingly.

 

At Clickworks we take our uptime seriously as should all hosting providers, please let us know if we can help you with your hosting requirements in the future.

 

Thanks

 

I use Afrihost www.afrihost.com, best quality service you can get and they are the winner for best ISP  of the year 2011.

Email darryl_lopes@msn.com and I can send you a referral link to get 50% off first month's bill, that is how cool they are. I have 23 domains with them, there support is good and I can even register domains via my phone and my phone is a Samsung Star. Otherwise when you get a reply email from the CEO Gian, then you know you in good hands. I will not change hosting companies even if you paid me. All the best, hope you come right, keep us updated!

 

"Afrihost (shared hosting)

  1. One of my domains kept going down at least an hour or 2 per day for a week
  2. after various support emails, they said it was good.
  3. a week later it happened again and again
  4. it took a month, but eventually I managed to get them to move me to another server.
  5. if they did that, it worked, or they repaired the problem

It was dreadful having your site down so often, many support emails came through to me, much more than I cared to have and was a huge waste of my time.

Moral: If your server is struggling they can move you to another box. dont be afraid to ask"

Didn't read this, if you have troubles with shared hosting why not get a dedicated server?
Seems like you running a lot of traffic on your site, you might need an upgrade, I do think having your own server is cool.
 

Well Im with Hertnzer and havent had any issues the falks are helpful when I need help. I think its the pricing that gets me shooting off the roof!!

Hetzner currently has an ip range clash with some other ISP's. 2 of my clients websites were being forwarded to other domains. :(

Afrihost - we were moving our .co.za domain away from them and they denied the transferral about 5 times. The support robot on the other side of the phone told us to speak to our current hosting company. Riiighto.

Hetzner - never have I seen a Drupal site load so slowly. They would not increase our memory limit beyond 50mb either. SSH is about the only positive side.

Amplehosting.co.za - for the price, pretty good, but have outgrown them.

Now have a VPS with vpscloud.co.za (very new) - no problems so far. :-)

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