My HostGator Sites Are Down - Again - Any Alternatives?

28 replies
Is it just me or is HostGator having some serious issues lately? My sites have been down three times in the past week for at least an hour each time. They are down again this morning and have been for close to an hour. This is driving me nuts.

What's really concerning (aside from the fact my sites are down so much) is that their customer support has been horrible. Every time I call when my sites are down there is absolutely no sense of urgency. The guy I just talked to was literally yawning during our conversation and actually told me my sites were fine - until I forced him to actually try to pull them up on the Internet (which he couldn't). He just said there was obviously a problem and that they would look into it. They *should* be back up soon??? Wow...great customer service guys.

For the first time in 4 years I am entertaining leaving HostGator as this is just unacceptable. Does anyone have any other companies they would recommend? I currently have a reseller account with about 10 sites so my needs aren't that demanding.

Travis
#alternatives #hostgator #sites
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    • Profile picture of the author PatriciaJ
      I'm astonished, I've found Hostgator support great. Even when I deleted 2 of my sites by mistake the other day (moving servers), they were both up and running really quickly and at no cost to me.

      Maybe it's fools like me taking too much of their time up and tiring them out!!
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      • I think like every big company it's a crap shoot. Sometimes you get someone who cares about what they're doing and sometimes you don't. The guy I got this morning was an absolute joke. He didn't just yawn once, it was multiple times. The best, though, was when he told me my sites were fine when they clearly weren't.

        It appears my sites are back up again and this time it only took about 90 minutes So much for the 99% uptime.

        I'll keep monitoring my sites and hopefully this isn't a trend. I wonder if their Black Friday special is the reason behind this. Maybe they just got swamped and are overwhelmed. Who knows...it's frustrating either way.

        Travis

        Originally Posted by PatriciaJ View Post

        I'm astonished, I've found Hostgator support great. Even when I deleted 2 of my sites by mistake the other day (moving servers), they were both up and running really quickly and at no cost to me.

        Maybe it's fools like me taking too much of their time up and tiring them out!!
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        • Profile picture of the author PatriciaJ
          Originally Posted by tvanslooten View Post

          I think like every big company it's a crap shoot. Sometimes you get someone who cares about what they're doing and sometimes you don't. The guy I got this morning was an absolute joke. He didn't just yawn once, it was multiple times. The best, though, was when he told me my sites were fine when they clearly weren't.

          It appears my sites are back up again and this time it only took about 90 minutes So much for the 99% uptime.

          I'll keep monitoring my sites and hopefully this isn't a trend. I wonder if their Black Friday special is the reason behind this. Maybe they just got swamped and are overwhelmed. Who knows...it's frustrating either way.

          Travis
          Then I would complain about that individual. I would also keep on pressing them to find out why my sites had so much downtime and find out what could be done to sort it out.

          I was wondering about the black Friday sales and then the sales on the Monday afterwards being a strain on them. Maybe more sales and upgrades than they anticipated.
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        • Profile picture of the author Coby
          Originally Posted by tvanslooten View Post

          I think like every big company it's a crap shoot. Sometimes you get someone who cares about what they're doing and sometimes you don't. The guy I got this morning was an absolute joke. He didn't just yawn once, it was multiple times. The best, though, was when he told me my sites were fine when they clearly weren't.

          It appears my sites are back up again and this time it only took about 90 minutes So much for the 99% uptime.

          I'll keep monitoring my sites and hopefully this isn't a trend. I wonder if their Black Friday special is the reason behind this. Maybe they just got swamped and are overwhelmed. Who knows...it's frustrating either way.

          Travis
          Down only a few times in 4 years is probably still in the 99% range . . .

          I personally have never had a site go down long enough for me to notice. I love Hostgator and couldn't imagine going elsewhere . . .
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  • Profile picture of the author sbucciarel
    Banned
    I've never had any of those problems with Hostgator, but I also use Hostmonster and they have been great for me also. I checked my hostgator sites ... some of them and they are all up. And customer service has always been great.
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    • Profile picture of the author romolo
      Bluehost seems to be one of the top used by many marketers, check them out. Also 24/7 support and quite affordable.
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  • Profile picture of the author Darla
    Originally Posted by tvanslooten View Post

    Is it just me or is HostGator having some serious issues lately? My sites have been down three times in the past week for at least an hour each time. They are down again this morning and have been for close to an hour. This is driving me nuts.

    What's really concerning (aside from the fact my sites are down so much) is that their customer support has been horrible. Every time I call when my sites are down there is absolutely no sense of urgency. The guy I just talked to was literally yawning during our conversation and actually told me my sites were fine - until I forced him to actually try to pull them up on the Internet (which he couldn't). He just said there was obviously a problem and that they would look into it. They *should* be back up soon??? Wow...great customer service guys.

    For the first time in 4 years I am entertaining leaving HostGator as this is just unacceptable. Does anyone have any other companies they would recommend? I currently have a reseller account with about 10 sites so my needs aren't that demanding.

    Travis
    I left HG earlier this year after being with them for 5 years. The level of service and support had deteriorated beyond acceptable standards for me. The downtime was way too often and the responses I got when I contacted support was even more frustrating.

    I switched to Quality Host Online and found their customer service to be superb! The move was the right one for me.
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    • Profile picture of the author Eager2SEO
      Originally Posted by Darla View Post

      I left HG earlier this year after being with them for 5 years. The level of service and support had deteriorated beyond acceptable standards for me. The downtime was way too often and the responses I got when I contacted support was even more frustrating.

      I switched to Quality Host Online and found their customer service to be superb! The move was the right one for me.
      HG seems to have a "what can be the problem?, we do our best" attitude.
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      • Profile picture of the author MarketingVet09
        Your sites being "down" is kind of a vague statement... What do you suspect the problem is? Do you think they've been hacked? Are you on a shared hosting using too many resources?

        Could be a multitude of issues why your sites keep going down repeatedly... Perhaps need to upgrade? If give details we could help you better.


        I've never had 1 issue with Hostgator. They are fantastic and I'd never leave them. Like you said, at any big company their can be some jerk off employees. Not to attack you or anything, but if someone at Wal-Mart is rude to you, will you NEVER shop their again? What about McDonalds?


        I'd get on their live Chat and tell somebody I need IMMEDIATE emergency assistance for a repeated issue. They will get the problem dealt with.
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    • Profile picture of the author anestbaik
      Host Gator + Autoblogging = DOWN / BANNED

      years ago i move from hg because of cpu / memory overload (autoblogging),
      but now never got problem, as i not use autoblog anymore
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      • Profile picture of the author storge
        hi,

        I 'm with a low cost web hosting that provide me great customer support and technical support 24/7.I have wonderful experience with them.'Branded' web hosting may not necessary be more reliable and provide great support.

        my thots!
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  • Profile picture of the author Rachel Incoll
    I was with Hostagtor for a couple of years, but left them almost 2 years ago becuase of their customer support.

    I'm now with LiquidWeb and they're great . I didn't notice any problems with downtime or slow server speeds or anything with HG...but once I changed to LW I noticed a huge increase in speed!

    ...plus as already mentioned, their support is AWESOME!

    Cheers

    Rach
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  • Profile picture of the author kkoder2007
    Travis, today again Hostgator is facing problem. All my sites hosted with Hostgator Reseller account are down since almost 90 minutes and still waiting to get them back online.
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  • Profile picture of the author ryanlucht
    My Hostgator sites haven't been down at all over the past few days. Sometimes the issue is too many running processes- If you have a lot of email addresses from the domains on your account (like i do), every once in a while they will all try to be working at once, there will be too many processes running, and that'll trip a safety precaution that temporarily shuts off your account until things die down. Once they die down, you'll have to login to your backend, click on "running processes", and end a bunch of them.
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  • Profile picture of the author ASUService
    Hi Travis,
    You didn't mention specifically how it was down. At HG they will suspend your site for resource usage. I understand their thinking but they are the first company I have worked with that suspends then notifies. I have a reseller account but only use it for myself and one of the domains was supposedly using too many resources so they forced me to install WP-Cache.

    Anywho ... Other than this account all of my other hosting is dedicated servers at LiquidWeb. I have been with them a long long time ... almost 10 years I think. I can't say enough good about them. Sure, every company has its ups and downs with support personnel but over all they have been great. I only have the HG account because so many of my customers use them and I like to be knowledgeable about how things work.

    Funny you should mention about the tech being able to see your site. This is not isolated to HG. I have had that happen at almost every hosting company I have worked with. They don't realize that their internal network takes precedence and will always be able to get to virtually any account on their network.

    If you're really set on moving elsewhere I do recommend you take a look at LiquidWeb

    Hope this is helpful!
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  • Profile picture of the author Oxbloom
    Also a loyal liquidweb guy. Not much more to add. Just feel like good products deserve pimping.
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  • Profile picture of the author AFI
    You need to switch to Amerinoc.com (also called PhatServers.com)

    I've had servers with them since about 2003 and have had 1 day of downtime.
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  • Profile picture of the author King Shiloh
    Banned
    I think you should try Namecheap Web Hosting.
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    • Thanks guys for the suggestions to go to LiquidWeb. I'll definitely check them out.

      As to those asking what I meant by my sites being down - they are literally down - meaning when you go to them they don't load. You just get a "server time out" error. It turns out that there was in fact an issue with the server my reseller account was on and they eventually got it figured out but my sites were down for a while.

      I use a free monitoring service that I highly recommend everyone use. It's called UptimeRobot.com. You can monitor up to 50 sites for FREE! They check your sites every 5 minutes and if the site is down, you get an email or text message if you prefer. The service has been a godsend but at the same time has been scary because I get notices at least one a week that my sites are down. And when I go to check them out - sure enough they are down. Thankfully, they are usually up again within 15-20 minutes.

      At any rate, my opinion of HostGator is waning and if I continue to see my sites down I will definitely be leaving.

      Travis

      P.S. As to the comments about autoblogs, my sites are all straight up, manual blogs that I maintain They aren't anything fancy or server intensive.
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      • Profile picture of the author Michael Shook
        I have had very few issues with SL Host. Great uptime and excellent support. I have a VPS and they have been extremely helpful when I needed some direction and guidance.
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      • Profile picture of the author Fernando Veloso
        Originally Posted by tvanslooten View Post

        I use a free monitoring service that I highly recommend everyone use. It's called UptimeRobot.com. You can monitor up to 50 sites for FREE! They check your sites every 5 minutes and if the site is down, you get an email or text message if you prefer. The service has been a godsend but at the same time has been scary because I get notices at least one a week that my sites are down. And when I go to check them out - sure enough they are down. Thankfully, they are usually up again within 15-20 minutes.
        Thanks Travis

        Just signed in with UptimeRobot, pretty neat tool. They intent to start a new SMS service with a professional gateway option, so definitely a keeper.

        As per Hostgator, what I find really annoying is some of my email accounts hang in there with timeouts: can't send/receive emails for a couple minutes - but sites are online and ok.

        Really annoying.
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        • Profile picture of the author Kay King
          Sites will have some downtime. If you monitor every 5 minutes, that's fine if you let the monitor do it's work. Let it report to you every 5 minutes whether the site is back up or not.

          Unless your site is down for an hour, there's no point to dropping what you are doing and focusing on reaching the host, posting about it on forums, or stressing. 15-20 minutes of downtime here and there is not a crisis. The crisis happens when sites are down and the host cannot bring them back up quickly.

          One report of "site down" five minutes after the site was up should not be a call to action, but an alert to watch.

          kay
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          • Agreed - for the most part I'm not necessarily stressing out about it - more annoyed than anything. And the only reason I posted about it in here was because I wanted to know if my experience with HostGator was unique or not - and to get suggestions on other host providers if a move is warranted.

            Travis

            Originally Posted by Kay King View Post


            Unless your site is down for an hour, there's no point to dropping what you are doing and focusing on reaching the host, posting about it on forums, or stressing. 15-20 minutes of downtime here and there is not a crisis. The crisis happens when sites are down and the host cannot bring them back up quickly.

            One report of "site down" five minutes after the site was up should not be a call to action, but an alert to watch.

            kay
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            • Profile picture of the author sal64
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  • Profile picture of the author Jesus Perez
    Here's the reality. Most people have no idea what their real downtime is.

    I certainly didn't. And your host won't tell you.

    Case in point: I used to tell people Dreamhost was "king" several years ago. Then I setup a paid SiteUptime account and found out I was getting 80% uptime. Yes...80 friggin' percent.

    I moved over to Hostgator and LiquidWeb. Here's my stats as of now.

    LiquidWeb http December 28, 2010 at 10:40 AM 99.281% Ok
    Hostgator http December 28, 2010 at 10:39 AM 99.971% Ok

    Hostgator has been rock solid. So has LiquidWeb (VPS) Some months they're at 100% uptime.

    So what exactly is happening to you? There's only a few options...

    1. You're on a server that's about to self-destruct (faulty memory, HDD, etc)
    2. Your neighbors are over-utilizing their services
    3. You are over-utilizing your services

    You will experience these same issues *anywhere* you go unless you purchase a dedicated server. Since migrating is a major pain in the butt, I recommend asking Hostgator what exactly is going on so they can help. Or ask them to move you to another server.

    I can tell you with 10+ years experience that Hostgator is one of the best hosts I've used. Their servers are all located at Softlayer (formerly The Planet), one of the best data centers in the country.
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  • Profile picture of the author Daniel Brock
    Originally Posted by tvanslooten View Post

    He just said there was obviously a problem and that they would look into it. They *should* be back up soon??? Wow...great customer service guys.

    For the first time in 4 years I am entertaining leaving HostGator as this is just unacceptable. Does anyone have any other companies they would recommend? I currently have a reseller account with about 10 sites so my needs aren't that demanding.

    Travis
    Well I mean what more can you ask for? They did tell you they are looking into it and that it'll be up soon....

    How many hours of downtime have you had over the past 4 years? If its only been a few, I think you're being a bit unreasonable here...

    You'll find that no matter what host you go with, there's going to be downtime. It happens...
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