r/webhosting • u/weedebee • 3d ago
Rant I'm so fed up with Hostgator
The last few weeks have been nothing but frustrating dealing with Hostgator. I run a small wordpress site that was hosted with shared hosting at Hostgator and last weekend our site was down. I noticed that connections to our our site would time out. Once in a while my browser would connect, but most of the time it wouldn't even establish a TCP connection. I also noticed that ssh wasn't available most of the time. At some point I got lucky and managed to log in with ssh. The load on the host wasn't high at all, so I'm not sure what was going on, but clearly something was broken and since I couldn't connect to any of the ip addresses on the host, our site wasn't the issue.
I called support and they were not very helpful as they started talking about clearing caches and what not and claiming my site was too heavy. Not even showing a basic understanding of TCP/IP. After spending too much time not getting anywhere, I had it and created a VPS at nixihost. I moved everything over and it has been great. Apart from the move from shared hosting (something someone in the past set up) to a VPS, their customer service seems actually competent. At nixihost I noticed that IPv6 traffic had some issues to my IP. I opened a ticket, they were very responsive, didn't treat me like I didn't know anything, escalated it to whoever had the actual issue and resolved it.
Anyway, I moved the site over, migrated email and moved DNS to a different DNS server just to be away from Hostgator. But when it was time to completely say goodbye and transfer the domain over to nixihost, requesting an EPP code has made my blood pressure rise again. On Monday I clicked the button to request the EPP code, which should pretty much send the code instantly, but I gave it a few days since I read the message telling me that it could take up to 3 days. Three days later, there was still no code, so I tried again, to no avail. Since then I've been on the phone with Hostgator multiple times and they have escalated the issue, but it has been several days without any answers. I just gave them a call, but their call center (which I assume is not in the US) can't do much, because their second line support (who apparently can't be on the phone) doesn't work during the weekend. It's been incredibly frustrating that their first line support is incompetent and there are no ways to talk to someone who actually understands (or can check) what's going on. So, right now I'm stuck waiting for someone to hopefully do something on Monday..
</rant>
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I'm so fed up with Hostgator
in
r/webhosting
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3d ago
Totally! One of my first jobs as a teenager was at a tech call center. I'm very familiar with how this works and I get it, most customers have no clue. I sometimes wish there was some kind of certification that you can show that gets you to 2nd line support instantly.
I once had a lot of packet loss on a Verizon fiber connection and I told the first line this and told them I could send them traceroutes and pinpoint the router on their network that was broken and they instantly connected me to a network engineering that was super happy with all the recon I had done. And they fixed it quickly.
And another time I had an issue with a Ring camera and they also use an overseas call center that sucks. The camera would go offline all the time and we had identified that there was something up with the power supply or power circuit, but they had me do all sorts of crazy stuff like getting on a ladder to make sure I had the correct serial number. At some point I lost it and told the lady to stop using her script and connect me to 2nd linez which she luckily did. Second line Mike was very chill and was like "oh right, I guess it's either the device or the power supply, so let me fill out the RMA and we're good to go. Took him 3 mins, while I'd been on the phone with their first line for days...