On May 21st I signed up for the Site 5 Web Executive account to host my phpbb board. The site was activated within two hours which was good, but when I went to the NetAdmin panel nothing worked. It turns out that the server I was put on named nexus was not configured properly so I couldn’t set up a mysql database or anything else. The person I have been dealing with named Vince gave me the run around for two days. I asked him to create a mysql database, and he said the following.

Unfortunately, you'll need to wait until NetAdmin is operational again.
This should be very early next week. (Monday evening, if all goes well.)

Regards,
Vince.
Vince 23-May-2001 11:50:03
===============================

If you have any additional questions or concerns, please do NOT reply to this email. Instead, you may open up a new support ticket at the following URL:
http://helpdesk.site5.com/wonderdesk.cgi

Thank you for using the Site5 Help Desk.

Best Regards,
Vince

I asked him why I was put on a broken server and he said.

Unfortunately, this is the only available shared machine that can handle the load.
The machine we're replacing Nexus with is over twice as powerful as Nexus is currently. Generally, people have decided it's worth the wait.
If you would like to take advantage of our 30 day money back guarantee, simply email me with the last 4 digits of your credit card, and I'll issue a full refund and remove your account right away for you.

Though, I do recommend the wait - It's definitely worth it. ;)

Regards,
Vince.
Vince 23-May-2001 12:46:15
===============================

If you have any additional questions or concerns, please do NOT reply to this email. Instead, you may open up a new support ticket at the following URL:
http://helpdesk.site5.com/wonderdesk.cgi

Thank you for using the Site5 Help Desk.

Best Regards,
Vince

The new server was supposed to be up Monday night, but it wasn’t. Does anyone know of any good hosting plans to run a large board off of? I need to get rid of Site5.

I agree. I have problems with the nexus server in Site5 and Site5 Tech Support look as sleeping. Hi Vince and Matt, you must e-mail your clients.

I had the same experience with them. Got put on the 'broken' server Nexus when I signed up. Their response time to my trouble tickets was slow and they did not even offer a solution - I only got told that it (NetAdmin) is broken on the server. No offer to be moved to a different machine - no estimated time of repair. I asked several times to be moved to a different server but got no response at all. After 2 days I decided to call it quit with them and emailed them (copied management in). Suddenly then it was possible to be moved to a different server. I decided to try it one more time. A following DNS problem and slow response time of their support made the decision - I closed the account and will not consider them a reliable host anymore. I had signed up with them because of the good reviews here but ...! In my eyes it is not good customer service to put new customers on a broken server without asking them. It's is just sad if you do your homework, check a couple of hosts first and then ...!

I am now with Wizardshosting and I really like it. Good connection speeds, no problems with the account setup - no downtime so far (as far as I can tell).

I have not been able to access the NetAdmin feature on Nexus for almost 3 weeks now. Not too much info coming fron Site5 on the status of this either.
Will we get a credit? Doubt it, especially after that 30 day refund suggestion he gave to Bennet.

Hi All,

We would like to apologize for the trouble you've been experiencing with the NetAdmin control panel as of late. We sent out an email notification to all customers last week notifying them that the server is scheduled to be replaced this week. I believe there was also a thread here on WHT regarding the issue.

The replacement server has been built, tested and is currently en-route to the NOC via FedEx. It should arrive either tomorrow or Friday. We will be sending out a second notification email tomorrow to let everyone know exactly when the transfer will occur and how it's going to work.

Once again, we're terribly sorry for the inconvenience; this sort of thing is definitely not commonplace here at Site5. If you would like to comment further, there is currently a discussion regarding this issue going on in the "Announcements" section of the Site5 Community Forums - located at www.site5support.com.

To clear up any doubts you may have: We will be issuing a credit to all customers who were on this server and experienced this problem.

Many thanks to all of our customers on this server for your patience and understanding.

Best Regards,
Matt Lightner
mlightner@site5.com

Way to go, Matt!!

I appreciate you guys being honest and that you say the "a" word!! Just try to do this at an earlier stage of a situation like this and you can avoid trouble with current and future customers.

I still have a couple of domains to move from H.. and I'll keep an eye on the comments about Site5.com ! Nothing is written in stone ... :-)

Christoph