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HostNine.com BEWARE!!

by Patchworks
8 replies
UPDATE!! 4/15,2011

I have to admit, I was very impress that once the upper management in HostNine became aware of the situation they took steps to rectify the situation and I have to say I'm going to give them another chance! Their CEO Mr. Hanna personally contacted me and I eventually had a good conversation with Jen Lepp their Customer Experience Guru, who even took the time to make a post on this thread.

Thank you HostNine for handling the situation. It is my understanding they have recently acquired the company and are going through and internal audit to help optimize their proceedures!!!

Thank you,

Glenn

ORIGINAL THREAD!!!

After reading a few people recommend HostNine.com on this website because you could have multiple servers on different class C IPs with their reseller account so I decided to try them out and purchased a 2 years prepaid term.

So 2 month ago I use a place holder domain which did not have a developed site to get the account setup. Since that time, I manage to get one of our website moved over to that account but still left the place holder domain undeveloped.

NOW THE FUN PART! About 3 weeks ago, I received a letter stating my account had been suspended because it was bogging down their server from the domain which doesn't have a single file on their server. After explaining this to them, they reactivated the account and claimed to "Block Access" to the supposed script that I had on the account. I verified once again there was nothing setup on the domain and moved on.

Within 2 weeks, I had an exact same issue of being suspended based on the empty domain, however this time they would not reactivate it. At this time, I decided to cut my losses and decided to move my account. I requested my account be turned on for an hour, long enough for me to download all my info, however that request has gone unanswered.
#beware #hostnine #hostninecom
  • Profile picture of the author jenlepp
    Hi, Patchworks, my name's Jen Lepp, and I'm the Customer Experience Manager at HostNine. It's nice to meet you.

    I'm really, really sorry about your experience - our GM, Dan, unlocked the account earlier this evening for you so that you could get your files, and I see our CEO also has responded to your email as well.

    Since you heard from everyone except me, I wanted to take the chance to hop on over to the forum as well and let you know that in addition to their actions, I'm looking into the circumstances of the ticket to address the customer service failures here. The answers you got from our technician were definitely not the caliber of responses we want to see at HostNine, and we're working very hard to make improvements in our customer service.

    In late 2010, HostNine had a management change, and since then we've been steadily implementing new procedures, training, and customer service standards to elevate HostNine's customer service to a truly fantastic level. The links you provided demonstrate where it's been previous to this change, and the current HostNine management team is working very hard to change that.

    Unfortunately, changing entrenched behavior doesn't happen overnight, and there is no magic wand. I wish there was. If you hear of one, let me know.

    If there is anything unsatisfactory about your service, you can always contact me or any of the Management and we will do our absolute best to make it right.

    If there's any concern or issue not being addressed, please let me know.
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  • Profile picture of the author Christian Little
    Patchworks, that sucks to hear. Did they give you any specific information on what was causing the load? Are you absolutely sure you had nothing on their servers? Could your account have been compromised and taken advantage of?

    I can't speak for HostNine, but when we spot something sucking up a lot of resources (CPU, RAM, etc), we look for exactly what is causing the problem. Once found we actually look at the program/script to see what exactly is going on, check the error logs, and a bunch of other steps to try and figure out exactly what the problem is.

    Sometimes there's a bug in the code that can be fixed with 5 seconds of work (which happens a lot, I still can't believe how often I see weird errors in PHP scripts on our client accounts).

    Other times it's something more serious.

    So did they provide you with anything specific?
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  • Profile picture of the author Natlex
    I hear about some complaints about hostnine from time to time but I'll chime in that I had a reseller account for 6 months now and very minimal problems so far. Only a short lived DNS issue early this year or so that quickly got resolved.

    Hopefully things will stay this way .
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  • Profile picture of the author 4morereferrals
    Hostnine is a far from perfect hosting firm ... as most are. However; that said, my experience with them has been [ when considering the costs ] exceptional.

    Yes, as Natlex expressed above - the DNS issues were a bit disconcerting - but they were resolved. I believe the value provided for the fees is exceptional.

    I have quite a few domains there and they have served me well to date - about 7-8 months so far to date.
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    • Profile picture of the author atxadmin
      Yeah, I had to dump these guys last month, for pretty much the same thing as the original poster. I saw one day that ALL of my websites were suddenly down and all email accounts associated bounced. Since this hosting service seemed to come and go a lot, I waited almost a full day, then, when things were still down tried to log in to my cpanel ...no go! Well, after contacting them I was told that I was "causing a lot of downtime" since one of my "scripts" was filling some "temp" file. After being ignored regarding my requests for more information, I was finally told, quite gruffly, that they would restore my account if I guaranteed I wouldn't cause them "downtime". Again I asked for some kind of info to help fix this situation and after another half day of being ignored, I pulled up stakes.

      Incidentally, last fall, my entire account - every single website, was hacked by some eastern n'er do wells and the the techs said it was a server break in and not due to any specific account and would be tended to immediately. I repaired my sites, but the hacks were repeated several times in the following months, late last year. I should have ditched them right then and there.
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  • Profile picture of the author DexterGallagher
    Host nine (should be renamed hostnone!) are at it again. Taking in excess of 10 hours to respond to support tickets. As the director of a business I insisted to have direct communication with a director or CEO, their best effort was to offer Management update - pathetic and totally unacceptable.
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  • Profile picture of the author zcrafts
    Hostnine belongs to EIG ..so you can understand why you are facing this problem.. better look for an reliable provider , try using Rshosting
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