Hello,

I just wanted to share my experience with Hostmatix.com.

1. I´ve had downtime every now and then.

2. The servers has been very slow, I upgraded my account to get better service and was moved but the new server where slow too.

3. I got the wrong account type when upgrading, was put on a cheaper plan instead of the one I paid for.

4. The parked domains was pointing to my old account when I was moved, didn´t get any information about that I should have reparked them.

5. I very often get errors when trying to connect to the mail server.

6. I´ve left questions on their helpsystem several times but they never got answered.

7. Their 24/7 online help is a joke, it´s NOT available 24/7 and when it´s available you can wait for hours to get someone to talk with you. And when finally someone is available it takes very long time for them to respond to any questions.

8. I often get errors because of my site not being able to connect to the database.


Today my site has been down for hours but I haven´t heard a single word from them as usual.

This is the WORST experience I´ve had with a host and I really recommend staying away from them. I will cancel my account as soon as the site is back online so I can download my files.

Regards,
John

Well, I've seen a lot of threads lately about this company and unhappy clients .... hope you get your files and good luck hosting shopping! ;-)

I used to be with them, when they moved me to a new server, I was put on the cheapest plan too.

But the new server, I must say, was excellent. Lots of uptime, fast pacey server, etc.

The support is lacking a lot there.

I ended my time at hostmatix in december, when I was told I had 48 hours to pack up my files and leave, as I was putting too much load on the server.

I was told I was putting 0.5 server load on the server I was on, the server I was on had 2GB RAM and it was a 1.53GHz dual processor.

I bought an almost identical server about 2 weeks ago from nocster, but with only 512MB RAM and not 2GB RAM. I have more sites than I had on hostmatix now (I have 13 sites on the server), my forum is way more popular too.

The average load: 0.08

You tell me. :rolleyes:

Originally posted by N9ne
I used to be with them, when they moved me to a new server, I was put on the cheapest plan too.

But the new server, I must say, was excellent. Lots of uptime, fast pacey server, etc.

The support is lacking a lot there.

I ended my time at hostmatix in december, when I was told I had 48 hours to pack up my files and leave, as I was putting too much load on the server.

I was told I was putting 0.5 server load on the server I was on, the server I was on had 2GB RAM and it was a 1.53GHz dual processor.

I bought an almost identical server about 2 weeks ago from nocster, but with only 512MB RAM and not 2GB RAM. I have more sites than I had on hostmatix now (I have 13 sites on the server), my forum is way more popular too.

The average load: 0.08

You tell me. :rolleyes:

Heh... sounds like what HostRocket told me a long time ago. I moved off them and my site doubled in size and mySQL database size and the load was never over .07

Hello,

I'm really sorry to hear that you are not pleased with our services. Would you mind letting me know what's your domain name or your customer ID, so I can follow it up personally and have someone to look into your issue.

As I checked with technical department, they confirmed that ALL the servers are UP and we haven't received any complaints yet on a site being down .

We look forward assisting you.

Originally posted by N9ne
I bought an almost identical server about 2 weeks ago from nocster, but with only 512MB RAM and not 2GB RAM. I have more sites than I had on hostmatix now (I have 13 sites on the server), my forum is way more popular too.

The average load: 0.08

You tell me. :rolleyes:

Hello,
By the time you were hosted on server Matix17, we you were not on a DEDICATED package.

You were on a reseller account, sharing the server with other 10 resellers and each of resellers were having at least 10-15 sites hosted under their account. That means in total the server was hosting 200 web sites, and not 14 sites as you claim you are having them hosted on 512 MB RAM. It's way out of logic to say why 14 sites are running with load avarge of 0.08 and why 200 web sites are not running with load avarge of 0.08. Maybe out of your 14 sites, 5 of them are having MySQL connections to the server. But if you investigate more, you'll find out that lots of MySQL connections can cause the server to overload and resulting the server to crash. And out of 200 web sites on that server 110 were using MySQL connections and overloading the server. Those valued clients who had lots of MySQL connections were kindly asked to look for a new hosting provider.

Originally posted by HeadMaster


Hello,
By the time you were hosted on server Matix17, we you were not on a DEDICATED package.

You were on a reseller account, sharing the server with other 10 resellers and each of resellers were having at least 10-15 sites hosted under their account. That means in total the server was hosting 200 web sites, and not 14 sites as you claim you are having them hosted on 512 MB RAM. It's way out of logic to say why 14 sites are running with load avarge of 0.08 and why 200 web sites are not running with load avarge of 0.08. Maybe out of your 14 sites, 5 of them are having MySQL connections to the server. But if you investigate more, you'll find out that lots of MySQL connections can cause the server to overload and resulting the server to crash. And out of 200 web sites on that server 110 were using MySQL connections and overloading the server. Those valued clients who had lots of MySQL connections were kindly asked to look for a new hosting provider.

I didn't say that the server I was on's load was 0.5, I said that I was told by someone at HostMatix that MY site alone was using 0.5 of the server load.

Originally posted by HeadMaster
Hello,

I'm really sorry to hear that you are not pleased with our services. Would you mind letting me know what's your domain name or your customer ID, so I can follow it up personally and have someone to look into your issue.

As I checked with technical department, they confirmed that ALL the servers are UP and we haven't received any complaints yet on a site being down .

We look forward assisting you.


Hello,

The domain is starteen.com
I´m actually selling the site on ebay right now and that auction was ruined because potential buyers couldn´t view the site.

I´ve tried several times today to get hold of anyone at support but it tells me to "close the window and try again later" or just keeps saying "thank you for your patience, a representative will talk to you soon" or something like that even when I´ve waited like 40 minutes.

Please mail me on info@am5.com to discuss this further, I don´t care about the past, I´m just a bit annoyed that my auction was ruined.

Regards,
John

Cant be terribly valued if you sent them packing :eek: why not just offer to upgrade them to another package allocated more resources, heck, why even worry if your server load is only 0.50? I start to get worried when its constantly over 4.00, but 0.50? Thats a coma for most servers

Hello,

To let everyone know, you are having billing issue with us and failed to pay the monthly payment for the month of January. Please note that the payment of December was waived as of some minor downtimes.

Please contact billing@hostmatix.com for further inquiries.

We were unable to process the transaction below, and it has been deleted from the recurring database:

Order Type : Recurring Transaction
Original Order ID : *******762
Order ID : ******728
Total Charged : 0.00
Product : Silver Plan Monthly
Customer Name : John *****
Customer Email Address: webmaster@starteen.com

Everyone who uses PaySystems.com, can tell you that the merchant automatically tries to debit the money from your account 3 times, every 5 days if the first transaction is failed. Even we allowed your site to be hosted for 15 days more.

Hope it's clarified.

P.S: Regarding the Live help, you get better responses if you submit a trouble ticket. I checked with billing/technical department and they did not find any tickets regarding your issue. And as we mentioned times, the live help is for customer service and sales inquiries. Also we are having many visitors/clients at the same time asking for help on live chat. There's no priority over a client or visitor for customer service/sales inquiries. We will answer all the inquiries in order.

Thank you for your understanding.

Originally posted by porcupine
Cant be terribly valued if you sent them packing :eek: why not just offer to upgrade them to another package allocated more resources, heck, why even worry if your server load is only 0.50? I start to get worried when its constantly over 4.00, but 0.50? Thats a coma for most servers

Hello,

I believe only his resources were taking up to 0.50% load avarge of the server. He was only having 4 web sites. How about other 196 web sites ? Their load is 0.00% ?!

Originally posted by HeadMaster


Hello,

I believe only his resources were taking up to 0.50% load avarge of the server. He was only having 4 web sites. How about other 196 web sites ? Their load is 0.00% ?!

Ok, so let me see if i've got this straight,

- Server was a dual processor with 2gb of ram
- He ran the top 4 sites consuming the most cpu/memory usage of the server
- Server had 200 sites total (or somewhere in that ballpark)
- Server was running under a load of 0.50
- Because his sites were responsible for that load, you gave him the boot...

Now, we can speculate and say:
- Dual processor system with 2gb of ram should be able to handle a load of 5.00 without any issue
- 0.50 on a dual processor system with 2gb of RAM is *nothing*, the box is practically asleep
- 0.50 load would likely reflect somewhere between 5-15% resource consumption on the given server.

So why would you boot someone off for using too many resources, with 2 days notice, if they weren't causing any problems with the server? If the server is more then 75% idle, why even worry about the load?!?! :confused: :eek:. Wouldn't you rather have his $$$ and another happy customer at least until the server load got up to a level where it might be problematic?!? :confused: :eek2:

I totally dont understand the logic behind this to be honest, i mean if i had 5 empty racks of colo, and someone had a 2u box that was overlapping using 3u, i'd either shrug it off (nobody else is using the space), or tell them to pay a little more for 3u because their box is too big, not say "hey, you're using more then you're allowed, beat it!" :eek2:

I only have a 1.3 Celeron / 512mb ram and AMD XP 1700+ 1.46ghz / 768 mb of ram and they can all handle 4.xx without problems (I've intentionally spiked it before to see)

After 5-7.xx constant apache royally lags etc..

- Server was a dual processor with 2gb of ram
- He ran the top 4 sites consuming the most cpu/memory usage of the server
- Server had 200 sites total (or somewhere in that ballpark)
- Server was running under a load of 0.50
- Because his sites were responsible for that load, you gave him the boot...


Hello,

Sir.... I guess you got us totally wrong. I said only his web sites were taking about 0.50% of the to whole the server load which was 4.00.

That means 4 websites under his reseller account were taking up to 25% of whole resources available on the server. and other 194 web sites were taking only 3.5 % of the load. So, as of our acceptable usage policy, his web sites were found to be monopolizing the resources available, Hostmatix.com Web Hosting Solutions reserves the right to suspend that site immediately. This policy is only implemented in extreme circumstances and is intended to prevent the misuse of our servers.

Ok now that makes a LOT more sense now, i was really beginning to wonder how strong the cough medicine people have been taking was getting :D :laugh: as it didn't seem to make much sense until you mention the load was at 4.00

I received the following on January the 14th:
-------------------------------------
Dear John Noren,

We have experienced difficulties attempting to process your online payment.

While attempting to process transaction below, an authorization on your credit card was declined.

We will attempt to process this transaction again in 5 days.
--------------------------------------

Please note that according to that email I have until January the 19th to add funds to my bank account.

By the way, in the order receipt I got December the 15th it says I will be billed again in 30 days, how should I know that I was going to be billid earlier than that??

To solve the issue I asked if I could pay by paypal but I was told that I couldn´t (even though I´ve heard of other clients being able to pay by paypal??).

I haven´t heard anything from you, you just shut down my site, is that the way to treat clients that had a bad experience with you?

Please let me download my files and I´ll be gone.

P.S "And as we mentioned times, the live help is for customer service and sales inquiries."
You have never ever told me that, not even in the welcome mail.
And usually "live" help is much faster, but not in your case off course.

Regards,
John

Dear John,

We have un-suspended your account for next 24 hours. You may remian active if you make the payment for your hosting package.

Porcupine: Re-read my posts! I said that MY site was 'Said' to be using up 0.5 of the server's resources. This is total rubbish as now that my forum is MORE popular, and I have my OWN server that has LESS RAM, and the LOAD I AM USING IS ONLY 0.08.

Understand?
At Hostmatix, it was said that my sites were using a load of 0.5
On my server (which has less RAM), the load is using 0.08 and is more popular

:rolleyes:

Originally posted by N9ne
Porcupine: Re-read my posts! I said that MY site was 'Said' to be using up 0.5 of the server's resources. This is total rubbish as now that my forum is MORE popular, and I have my OWN server that has LESS RAM, and the LOAD I AM USING IS ONLY 0.08.

Understand?
At Hostmatix, it was said that my sites were using a load of 0.5
On my server (which has less RAM), the load is using 0.08 and is more popular

:rolleyes:

Nobody put it in perspective, no mention of what the current load level was, all the posts read like the server load was 0.50, but thats just my interperetation :)

Originally posted by HeadMaster
Dear John,

We have un-suspended your account for next 24 hours. You may remian active if you make the payment for your hosting package.

There you go John. You can grab your files.

Originally posted by HeadMaster
Dear John,

We have un-suspended your account for next 24 hours. You may remian active if you make the payment for your hosting package.

Thank you very much.

I´ve downloaded the files now.

I never received the free domain included in my hosting package but since I was late with the payment I don´t care about that.

I'm with hostmatix & I had no downtime today whatsoever, just checked my email & nothing from easymonitor.

:)

Had some probs with hostmatix in the beginning, which were worked out, and have had really no probs since.