Hostgator No More Support Tickets

18 replies
It appears that Hostgator have stopped accepting support tickets.

Instead we have to wait over an hour for live chat or telephone.

The person we speak to often can't solve the problem and raises a ticket on your behalf which goes unanswered.

Has anyone else had the same experience?

If so, what is the longest period you've waited until the support ticket is answered?
#hostgator #support #tickets
  • I waited for one hour to chat with the person, finally they didn't solve the problem.
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  • Profile picture of the author ChrisBa
    I guess it's time to move to a different host?
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  • Profile picture of the author Julio
    I did noticed the live chat with support the longest I had to wait for a live chat session was about 20 minutes maybe 2 times the rest were really fast.
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  • Profile picture of the author Steve B
    Originally Posted by Daniel Evans View Post

    Has anyone else had the same experience?

    I spoke with HG support two days ago. The wait was no more than 3 minutes and they solved the problem while I was on the chat with them. I have always had good support help from HG.

    I suggest you use their online chat at an "off hour" - not right in the middle of the day. At least, that's what I always do with good results.

    Steve
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    • Profile picture of the author risgirly
      Originally Posted by Steve B View Post

      I spoke with HG support two days ago. The wait was no more than 3 minutes and they solved the problem while I was on the chat with them. I have always had good support help from HG.

      I suggest you use their online chat at an "off hour" - not right in the middle of the day. At least, that's what I always do with good results.

      Steve
      3 minutes wait is not bad, to get one's problem solved.

      Thanks for sharing.
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  • Profile picture of the author dana67
    Still sounds like a bit of a customer service headache though. What if you have an issue that needs attention and don't want to wait until an "off hour"?
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  • Profile picture of the author risgirly
    That will suck. It's better still having the ticket system while having the chat. That's how Namecheap works and it works great.
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  • Profile picture of the author John Hocking
    I used to love hostgator but had to move after several issues almost killed my site.
    I moved to https://www.bigscoots.com/ and have had no issues.
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  • Profile picture of the author Higginbotham
    Whenever my HG sites are experiencing downtime issues, I always load up this site to monitor what's going on and to see if I'm the only one having problems...

    Hostgator.com - Is Host Gator Down Right Now?
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  • Profile picture of the author yukon
    Banned
    Originally Posted by Daniel Evans View Post

    It appears that Hostgator have stopped accepting support tickets.

    Instead we have to wait over an hour for live chat or telephone.

    The person we speak to often can't solve the problem and raises a ticket on your behalf which goes unanswered.

    Has anyone else had the same experience?

    If so, what is the longest period you've waited until the support ticket is answered?


    Your doing it wrong, trust me.

    Use the Live Chat and nothing else.
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    • Profile picture of the author Daniel Evans
      Originally Posted by yukon View Post

      Your doing it wrong, trust me.

      Use the Live Chat and nothing else.
      What's different about the link you've provided and the live chat on their site?
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      • Profile picture of the author yukon
        Banned
        Originally Posted by Daniel Evans View Post

        What's different about the link you've provided and the live chat on their site?
        Nothing is different. My link opens in a full browser because it's a direct link instead of a popup. You can use the HG Live Chat popup.

        My point was use the Live Chat. It's worked for me and very fast help for the last few years, maybe around 8 years. Shouldn't take more than 5 minutes to get HG support chatting with you.
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        • Profile picture of the author Daniel Evans
          Originally Posted by yukon View Post

          Nothing is different. My link opens in a full browser because it's a direct link instead of a popup. You can use the HG Live Chat popup.

          My point was use the Live Chat. It's worked for me and very fast help for the last few years, maybe around 8 years. Shouldn't take more than 5 minutes to get HG support chatting with you.
          That's the live chat I refer to. The last attempt was loading for over an hour,

          I'm on shared hosting.

          Before that, it took 40 mins and he didn't solve the problem unfortunately. He just opened a ticket that's been unanswered for 5 days.

          I'm changing hosts today or tomorrow.
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          • Profile picture of the author yukon
            Banned
            Originally Posted by Daniel Evans View Post

            That's the live chat I refer to. The last attempt was loading for over an hour,

            Before that, it took 40 mins and he didn't solve the problem unfortunately. He just opened a ticket that's been unanswered for 5 days.

            I'm changing hosts today or tomorrow.


            I'm trying to tell you the problem is the tickets. Stop involving tickets.

            I just tried the HG Live Chat, took 3.5 minutes to get a response.

            Good luck with the new host. My advice is first figure out the communication on whatever host you use.
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            • Profile picture of the author Daniel Evans
              Originally Posted by yukon View Post

              I'm trying to tell you the problem is the tickets. Stop involving tickets.

              I just tried the HG Live Chat, took 3.5 minutes to get a response.

              Good luck with the new host. My advice is first figure out the communication on whatever host you use.
              I've clearly stated in the title of the thread and the first line of the OP, that Hostgator do not accept customer tickets anymore. I've always used Live Support over tickets.

              Tickets are raised only by live chat support now when they can't solve the problem...and no-one replies to the ticket. That's the loop I'm currently in.

              There is no escaping the ticket (for my issue). That's the point.

              Figure the communication with me perhaps and you'll have greater coherence and relevant replies that go beyond the usefulness of sending me a link to Live Chat. I'm using Live Chat and it results in a ticket.

              If you get such a such a speedy response, that's good. As a UK based, shared hosting customer (for whatever those variables may matter) my experience has been as sordid as detailed unfortunately.
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  • Profile picture of the author Brent Stangel
    I've been on chat twice in the last month or so, fast both times. Do resellers get priority?

    I've only recently started using HG again after probably four years. I think they went through some growing pains for a while but are now stabilizing.

    So far, so good...
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  • Profile picture of the author themichaelcook
    Daniel Evans, it sounds like it is time to move to a different hosting company...

    I have used D9 Hosting for years, and can't recommend them enough as their support is great, and they have ultra fast servers.
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  • Profile picture of the author TonyMontana1
    Just depends on the time of the day like others have said. If you go on to peak time on anyones customer service then its going to be a long wait.
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