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Hostgator Support Very Poor These Days

by martyJames
30 replies
Ive been with hostgator for hosting for years and in the early days there support, both online chat and response to Tickets submitted was very fast and efficient - typically access to online chat was a few minutes at most. These days it can take one hour plus of wait time to get access to support (im overseas so cant phone) - even when you get through they do not seem as competent as before. I have submitted tickets that are not answered for days.
I know HG were sold a while back and guess theyre cutting costs but i'd NEVER recommend hostgator to anyone these days. Anyone else experienced their lack of support??
#days #hostgator #poor #support
  • Profile picture of the author sourcewp
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  • Profile picture of the author iamkevin
    They are taking longer to respond to support tickets these days. They also seem to have an issue with their billing system because I was billed twice for my account and I had to contact them to resolve the problem.
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  • Profile picture of the author aarthielumalai
    The last time I tried to access their chat support, I had to wait so long that I eventually found out the solution to the problem myself. So you are right, their support takes way too long. I've been with them from 2011, and the last year or so, their support has been getting worse. I try to avoid them as much as possible now.

    Wonder why they would distress their clients so obviously.
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  • Profile picture of the author QueenMelanie
    I have always been with webhostinghub , and have never had any issues, they have 24 hr live chat support and will access your cpanel to fix any problems for you! i highly recommend them
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    • Profile picture of the author micksss
      Originally Posted by QueenMelanie View Post

      I have always been with webhostinghub , and have never had any issues, they have 24 hr live chat support and will access your cpanel to fix any problems for you! i highly recommend them
      I agree, Web Hosting Hub is a great provider. They are happy to move sites over for HostGator/EIG refugees. Hub's sister company InMotion Hosting is good if you need a VPS too.
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      • Profile picture of the author Michael Shook
        Many other web hosts have taken up the slack when people started jumping HG ship.

        I used to have an HG account, but switched over to a VPS with KnownHost. They have been outstanding.
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  • Profile picture of the author turboshandy
    I hear about so many complaining about hostgator lately. I wonder what's going on and I'm seriously thinking of switching to another provider myself, soon, even though I never really had any problems with these guys (that I know of..)
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  • Profile picture of the author Edson Buchanan
    I'm so glad I never signed up with Host gator. I use D9 hosting and they are a great company. I have heard so many horror stories about hostgator I would never recommend them to anyone.
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  • Profile picture of the author salegurus
    And you all just notice this now?
    The decline of HG started years ago when they were acquired by EIG, old news...
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    • Profile picture of the author discrat
      Originally Posted by salegurus View Post

      And you all just notice this now?
      The decline of HG started years ago when they were acquired by EIG, old news...
      I think it was only this past Summer in July or August if my memory serves me well.



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      • Profile picture of the author salegurus
        Originally Posted by discrat View Post

        I think it was only this past Summer in July or August if my memory serves me well.



        - Robert Andrew
        You know Robert, the older you get the faster time flies... LOL
        I don't know, i checked Google and i'm sure i remember 2013 or close to it...
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  • Profile picture of the author MusicMinCoach
    I just signed up with LiquidWeb. I'm moving from Godaddy. They came highly recommended to me, and if their chat support is any indication I think I'm going to be very happy. I've had several chat conversations with them asking question, and they always signed on almost right away and were very thorough answering my questions.
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  • Profile picture of the author HDRider
    Several people I know have contacted me to help them move their websites off of Hostgator that I recommended to them at the time. They are not happy. Plus their sites are so slow on Hostgator.
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  • Profile picture of the author DieselFit
    Wow I thought I was the only one. They are terrible and I feel their rudeness through live chat, and that's pretty terrible. I'll have to switch out of there soon!
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  • Profile picture of the author iAmNameLess
    I've used lots of hosting companies and HostGator has always been one of my favorites. They have problems now, and have for a while but the truth is, most hosting companies aren't much better.

    I've heard a lot of good things about liquid web but.... is it worth moving literally thousands of client sites from a few dedicated servers and resellers? A huge logistical headache.

    Support at hostgator has become an absolute joke... Worse than freelancer even. LOL.
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  • Profile picture of the author Phil Wilkinson
    Originally Posted by martyJames View Post

    Anyone else experienced their lack of support??

    Only when I had a support issue.
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  • Profile picture of the author Jeff Burritt
    I use both hostgator and liquidweb personally. Plus I've used a few others with client sites. Liquidweb has been the best support experience; however, hostgator is not bad.
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  • Profile picture of the author N4PGW
    I started using Hostgator in the 90s. I am still using them today. But, apparently not tomorrow I have never had such terrible support from them as I am getting now. Just a few months ago, It took about 30-45 minutes to get them on the phone. The ticket system was faster. So I tried it. Now it takes 3 days or longer to get a reply.

    As for the phone, I hang up after an hour, so that isn't working either. The chat countdown from 30 minutes never works.

    I have also noticed that the servers, which never before had more than 70% of drive space used, are now running 98%. Everything is so slow on my reseller server that I can't stand to be on the website any longer.

    My standard hosting account is starting to bog down as well.

    The answers, which I have already found by the time they arrive, give a one-line answer and a 4-5 line apology for the support delays which they are working on to fix.

    They need to quit "fixing" them because the more they fix it the worse it gets.

    I am very loyal, but I gotta go!
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  • Profile picture of the author davidpham
    Not just these days, from 2 years ago I leave them because of support
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  • Profile picture of the author turboshandy
    I'm wondering, if everyone is leaving them, how are they still in business? Why don't they do something to change some things? They especially need to fix the client support system!
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    • Profile picture of the author Zen Warrior
      HG's support has gone downhill...but as far as hosting, maybe it's just me, but I use a reseller account for my sites - I like the WHM setup--performance has been good...in fact, I just checked a couple sites, one fairly big (3 GB or so with quite a few pages) Pingdom said these sites were up to 95% faster than other sites...not always that high, but quite a few times.

      So, support, yeah, not what it used to be, which was great, but in my case anyway, hosting performance is top notch for a cheap hosting plan.....

      ...and, actually, most shared hosting kinda sucks from my experience--they ALL have some problems.

      PS I do optimize stuff a bit, use W3 cache plugin and tweak the settings, etc
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    • Profile picture of the author Kingfish85
      Originally Posted by turboshandy View Post

      I'm wondering, if everyone is leaving them, how are they still in business? Why don't they do something to change some things? They especially need to fix the client support system!
      Because they are affiliate driven, even more so now. Most are inclined to take the high payout regardless of the quality of service they're referring their "referral" to. In addition, many don't monitor their sites closely enough.
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    • Profile picture of the author discrat
      Originally Posted by turboshandy View Post

      I'm wondering, if everyone is leaving them, how are they still in business? Why don't they do something to change some things? They especially need to fix the client support system!
      The fact is NOT everyone is leaving them.

      There are some people who have NOT had any issues with them at all.

      But that being said I think many of these people who are satisfied with them are ones that only moderately use Web Hosting ( relative to some of the others in IM)



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  • Profile picture of the author N4PGW
    I actually got good tech support from them a few days ago. After waiting days to get a reply from their support desk and then hours for phone or chat support on previous issues, I called them the other day and they answered quickly. I didn't have time to put the phone down and set it on speaker phone. This was a difficult tech issue and they spent an hour working it out until we came to a solution.

    I couldn't have been happier.

    The last few days, my HG sites have been working quite fast, but I haven't spent much time on my reseller hosting to see how it's doing right now.
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  • Profile picture of the author srizer
    hi

    same here I am using Hostgator from last three years but this yr their support & services are very poor Support chat never respond on time and even that now they are using ResellerClub.com's to provider hosting to Indian Customer
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  • Profile picture of the author Slade556
    Too many people have had bad experience with hostgator lately. This problem is not even new, they've experienced a decline for a while now... I'm really curious if they'll do something about it or not.
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    • Profile picture of the author Kingfish85
      Originally Posted by Slade556 View Post

      Too many people have had bad experience with hostgator lately. This problem is not even new, they've experienced a decline for a while now... I'm really curious if they'll do something about it or not.
      Well, it's been going on for 3+ years now, the same with the other EIG brands, so I'd expect things to continue on the path they are on.
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