We purchased a virtual server from Tera-Byte one week ago and we have sent an e-mail to ask couple of questions. We got no reply and 3 days later we sent the mail again. However there's still no reply. So we are wondering why the e-mail address 'support@tera-byte.com' exist if the e-mails are not replied?

tera-byte has one of the fastest supports unless something odd happened in the last 2 days. You could have used the form in the site or use noc@tera-byte.com

Thats not true,

I sent two seperate support emails in yesterday and both got answered in under 20 minutes.

I've used tera-byte for several things and have found that in some instances I was able to recieve support in less than ten minutes. They have one of the quickest support teams I have ever seen.

- kb

It took several hours and a phone call to get my account up a on a Saturday. After that all my questions were answered very quickly.

i agree tera-byte is very veryyy quick

So we are wondering why the e-mail address 'support@tera-byte.com' exist if the e-mails are not replied? When the host is known for offering speedy support I tend to look toward the sender. What I mean by this is all too often the email address the sender provided was incorrect or confused with another address.

Common Problems Include:

1) The email address provided errors. Often the email address bounces back or is unreachable for a multitude of reasons. Double check the email address you provided to the support department. Actually send an email to that address to be sure it is receiving ok.

2) The sender is checking the wrong address. I've seen this happen quite a bit. The sender sends the support request from Abc@abc.com but is checking 123@123.com for the response, forgetting that they actually sent from the other address.

Not to insult by any means but it is surprising how often folks who complain of "no response" have, unknowingly, failed to ensure the host can actually respond.

I used to host with them, they have the best support team out there.

Since I have a "day job", I tend to send in my support requests to Tera-Byte at off hours. Weekday mornings at 7am Eastern Time (i.e., New York City), Sunday evenings at 9pm, Saturday mornings at 7am, etc.

The answering of the support questions was quick, usually within a few minutes, an hour or so for the tougher ones.

I send in my support requests to support@tera-byte.com.

What email address did you send the support request to? Did you receive the auto-reply acknowledgement with a queue number from their support-request tracking software?

Not true, tera byte is VERY cooperative, their support is perfect.

I like to say tera-byte has one of fastest supports there is. I'm an affiliate of them and they always answer within 24 hours.

Originally posted by mouzaia
Not true, tera byte is VERY cooperative, their support is perfect.

Well, not perfect. They screwed up my account (can't upload) and they say there's no problem. I'm stuck with a web site I can't update. Sent many e-mails, even called twice (the second time the guy didn't even let me talk.) That sucks because so far I've been satisfied, but if they've decided to ignore my support request and I can't update my site, I don't have much choice but to move somewhere else. argh :angry:

I just moved my site from Tera Byte a couple of days ago. I had an account with them for a year and the support was good. Then I upgraded to another plan less than a month ago. At that time problems were already starting . The server I was on was down at least two or three times a week, once for 7 hours! Support didn't help at all. Just said server was fine and that there were no problems. It took weeks of writing to support, almost daily, and getting short answers. Some times it took a day or two to get a response.

Finally, they admitted that there was a problem with the server I was on and that they will monitor it! At that time I had had enough. Since I was within the 30 day money back guarantee for the new plan. I requested a refund. One support person said it was no problem, then a couple of days later when I inquired again another told me that I can't get it. Then another told me that they will deduct the month I used, and implied that I should be glad that I'd get a refund at all!

I'm still writing to them about the refund and getting the cold shoulder. I've moved already to Aletia. What a relief! I wouldn't recommend Tera Byte to anyone.

My expierence with tera-byte also negative. I wouldn't recomend it anymore. They charged me for bandwidth 190$ for the month of august. My statistics didn't indicate any increase on visitors or pageviews (webtrends). After i asked them to provide log files they said something isn't working and they do not have log files.
I left them after (i think 15 months of service with them).
tera-byte is not tera-byte i used to know

Im with tera-byte for the last 8-9 months. There were few "troubles" (data lost trough disk failure, no disk space after jus 40-50 mb upload,it was a 200 mb account..etc) but most of that was fixed within 1-3 days.(or even less) I think that they are ok but things can get worse. And yes i think that it would not be a such big deal to offer a few goodies like : subdomains and live webstats(not that cobalt crap)..etc.

Well, glad to know I wasn't crazy after all.

A week ago, after multiple e-mails *ignored* by their tech support, I moved to Ventures Online.

i dont have a problem with you being unhappy but i dont think its fair to say your emails went unanswered

Thu, Oct 4 2001 16:37:28 you emailed reporting problem
Thu, Oct 4 2001 18:00:54 you emailed back with an update
Thu, Oct 4 2001 18:06:34 my staff emailed that ftp was working
total response time 1 hr 29 minutes

Thu, Oct 4 2001 18:20:57 you emailed back with the problems you saw
Thu, Oct 4 2001 18:24:22 you were emailed back the list of files we saw in your home directory
total response time 3 minutes

Thu, Oct 4 2001 18:33:33 you emailed back saying that was the correct stuff
Thu, Oct 4 2001 20:11:15 you emailed back again saying you couldnt make dreamweaver work
Thu, Oct 4 2001 20:14:18 sent us another update on your site
Thu, Oct 4 2001 23:00:40 i sent you the url of where you were uploading your files to
total response time 4 hrs 27 minutes

Fri, Oct 5 2001 03:10:02 you again claimed it was impossible to load to the correct location
Fri, Oct 5 2001 03:12:53 you emailed back saying that i said you were uploading into your user directory not the root web
Fri, Oct 5 2001 03:53:39 i wrote back again telling you the correct location
total time 43 minutes

Fri, Oct 5 2001 03:59:36 you wrote back that you still couldnt get it
Fri, Oct 5 2001 04:50:41 i wrote back that it was still working correctly and i moved all your files to the correct location for you
total time 51 minutes

Fri, Oct 5 2001 05:01:16 you wrote back saying you still couldnt see them
Fri, Oct 5 2001 05:25:33 i wrote back showing you the dates on the files visible on the web and to empty your cache
total time 24 minutes

Fri, Oct 5 2001 17:30:08 then you uploaded a test file and said it didnt show up
Fri, Oct 5 2001 17:31:17 i wrote you back with the actual location of your test page
total time 1 minute

at this point i had done absolutly everything possible save flying to your house and showing you how to use ftp i closed the ticket.

Steve

And the problem WAS NOT RESOLVED.

THREE e-mails after that went unanswered. I even tried calling but all the guy could come up with was that you know your stuff. Wow.

I asked other people to verify if they could see the updates (i.e. the files that you claimed were visible from the web.) They all said they couldn't see the updates, nor an extra file that I had uploaded as a test (i.e. couldn't possibly have been an old version in the cache - it did not exist before the problems started.)

The file was not accessible by anyone, even though it was included in the directory listing you claimed was visible from the web. My configuration never changed. Even following your exact instructions, things didn't work. You even said you copied the files in the correct location. Why didn't they show up then?

I *do* know how to use FTP. I *do* know how to use Dreamweaver, and had never had a single problem before you guys suspended my account. Things stopped working when you reactivated it.

The fact of the matter is, you simply assumed I didn't know how to use my ftp program. Well, tough luck, I'm anything but a beginner in this game.

as i said the problem wasnt with the server nor is it still, as your account is still active and the test file you put there is still in the same place its always been.

http://216.234.191.142/~metalcrypt/test.html

if you would like me to upload it to the root web folder so its visible from http://216.234.191.142/test.html its done now as well

Steve

I *know* that my friend. What I was telling you (by e-mail) was that I was not able to access the root web folder. It was just showing me the same thing as the "user" folder (well, whatever you call that one anyway.) Believe me, I checked that I was doing this correctly multiple times, even tried all sorts of variations, with no success! Believe me, I'm used to dealing with much more complicated things - it's my job.

Can't test that myself anymore since the password does not work. Probably because I asked for my account to be cancelled yesterday. It's paid for for the current month, I guess that's why it's still active.

Anyway, it wasn't clear in my previous post in this thread that I had received support (I did mention that in another thread). By multiple e-mails I meant the last three (or maybe that was four - pretty sure it's three), which all went unanswered. I didn't take the decision to go to another company lightly - you probably know that it's not exactly fun changing host (just the delay in having the various DNS servers updated is a bitch...) Even though my site is "only" a hobby, I put enough time in it that I want it updated as often as possible, and, well, that didn't seem to be something that would be resolved so I moved. Case closed.

i changed your password so i could ftp the file to your root directory ill change it back now the account is still yours, my point is simple though if ftp is broken how did the file test.html get in the rootfolder? would you like the ftp logs where i downloaded it to my system and reuploaded it to the root folder? if it was broken i could no more upload it there than you could and i can so that means it isnt broken (your passwords been reset)

Steve

I just logged in. The first thing I did is the DIR command. I noticed only the "web" subdir is visible. That wasn't the case a week ago, there was some other file/subdir there (rootweb I think - not sure.) That's gone.

cd /web DOES work now - it does bring me to the root web dir. I assure you that it did NOT work last week. And it DOES show me a modify date of Oct.3 for mainpage.html, which is correct (i.e. that's what's being displayed through the browser.) Last week, after a cd /web and a dir command, I still would see the contents of the other web dir (mainpage.html with a modification date of Oct.4 or 5, depending what day I was testing...). So there WAS something wrong at the time. Trust me on this, I tried and reverified etc... often enough to be 200% sure about this.

Another thing I just noticed is that I am now able to login into the site admin. Last Saturday after changing host, I tried logging in to no avail. I also tried on Sunday and Monday if I'm not mistaken, still could not login.

Maybe something was reset at the server in the meantime, I don't know, I don't work there.

as i stated before the server wasnt touched i logged in today the same as i did on the 4th when i first looked at it for you. there has been no change to your account except a password change about 2 hrs ago.

Steve

Ive have nothing but good things to say for Steve and the Tera-byte Support Team! Always been very speedy and well knowledgeable in their support!

Originally posted by Keeg
as i stated before the server wasnt touched i logged in today the same as i did on the 4th when i first looked at it for you. there has been no change to your account except a password change about 2 hrs ago.

Steve

I do believe you, but as I said before, this whole thing did NOT work a week ago. No idea why, and trust me on this, I did try just about everything.

Anyway, not much of an issue now.

i just signed up with tera-byte this month, and while there have been a few server issues, the support has been great. everything has been fixed fast, although their phone support seems to be quicker than their email support ;)

As I've mentionned in a couple of other posts in another thread last week, before last week's problems, I had no complaints about the service or the support. Occasional down times but that happens everywhere.

My experience with support at Tera Byte wasn't that great either. That was before I left them about a week ago. My server was down on many occasions, sometimes for hours. It took weeks before support admitted there was a problem. This attitude of not admitting technical problems is really annoying. Your are lucky, though, metalcrypt, with the relatively quick responses from support, if the figures Steve gave are correct. The replies I got from Tera Byte, especially when I started complaining about the service, were very slow. Maybe Steve can post some statistics about them here!

I still haven't gotten all my money back according to the 30 day money back guarantee from Tera Byte, though. I always thought that the golden rule in business was "The customer is always right."Tera Byte argues that "Tera Byte is always right."

the "customer is always right" went out in the early 80's its been replaced with "the customer should always be treated with respect" that is something I always strive to achieve, however it doesn't mean tech support is always right either, I made a mistake with IP routing and apologized for it here last week, we can make mistakes as well. achieving 100% uptime on a shared server is a pipe dream it is not possible , nor should it be expected most every problem associated with every shared server outage is related to a user doing something wrong but if the customer is always right holds true does that mean we should just let those sites be and take down all the rest of the sites on the server? no it means we respond to the best of our ability and remove the problem area/script/account from the server. however even those people who have paid the same good money for their accounts as you have are entitled to hosting so they need to be given another chance to correct their mistakes which can cause the entire process to start over. I have many paid shared hosting accounts, some of these are shut down daily for non payment messed up scripts or even cancellations, overall the customers are very satisfied there are however a few that will never be satisfied, I cant do a thing about that nor do I really want to, I wont bad mouth ex-customers even though they feel a need to badmouth us because as I said every customer should be treated with respect, sometimes however it does get very difficult especially when the customer will not listen to reason.


Steve

I've been with tera-byte now for coming onto two years. I've got a dedicated RAQ with them and have some close friends hosting on tera-byte's virtual plans.

My friends are very happy with what they get. They run cgi-powered chatrooms and tera-byte carries these sites with ease. One was on the "joker" server and when it crashed he expected to be down for a few days and considered moving to another host. He was pleasantly suprised that his account was back up and running within 12 hours. They answer all emails some take longer to answer than others but you can be assured you ill get a response. I do think tera-byte needs a support message board, They said that was going to be added and that was a year ago and still hasnt appeared. Second thoughts?

Overall the service provided by tera-byte is top notch and you cant really fault them for the prices they charge.

Question for steve: is it posiblle to move from joker (raq3 or am i wrong ) to one of the new servers?

Angel, I'm sure it would but just shoot him/them directly por favor...

.

hey guys, I am sorry, but myself (a newbie here :D) must look into this thread. I have never used the Tera Byte company directly, but I have communicated with them via email, and have talked to a few workers. I have always heard/seen support to be EXTREMELY fast, and the servers are not slow, in my opinion. I have never heard of Tera-Byte stealing "domain names" or anything of the sorts. Again, I have no current accunts with them, but I did do a pretty extensive study on them, and I have seen about 95% praising their company. When I have emailed them I recieved support within an hour. I have emailed them on a regular 3:00 PM EST work day, but I have also emailed them on a Saturday Night 10:00 PM EST, and got about the same results (within 2 hours)

I figured I would give my 2 cents here. Tera-Byte has always been a great company, with great support. I have visited sites and worked with scripts hosted by them, and I did not notice slowwwwwwwwwwwwwwww server, as was previously qouted.

.

I doubt I would come "crying" considering I have a few friends who are very satisfied with their accounts at Tera-Byte.

. tryed to delete this post, it wouldnt let me.

I had a RAQ3 at 4webspace and the support was quite good and fast. I just moved because I didn't like the cobalt interface (and couldn't do everything I needed, not easily at least). They let me cancel without too much problems (had to send another email to make the cancelation perfect). Two other hosts made a lot of problems when I wanted to go. Alltogether the best support and overall experience I had with a host so far.

Espcecially if you compare them with other hosts... I mean out of the blue you could say oh this and that took longer than I expected and such, but look what you get elsewhere

The most important thing for me is that a host is friendly and serious and that questions get answered, if not within an hour than at least the next or other day (if not very urgent).

Ningaming, I have to say that agree Telemetry on their bad support. If you don't have an account with them yet, they would probably try to show the good side of their support. My first year with them their support was good and fast but that's because I didn't encounter many problems. The few questions I sent got answered. Later, before I left Tera Byte, I had many technical problems and my site was down a lot of the time, once for almost 7 hours! While the year before if something like this happened I got an email explaining why, support never even admitted this! It took me almost a month to get tera Byte to admit that there was a problem with the server my site was on and that I wasn't imagining things. There were also many other problems.

I think I learnt my lesson now. Support is the most important thing I look for in a Hosting company. If there are too many people complaining then there must be something wrong. I'm hearing a lot of voices lately talking about problems with Tera Byte. It's good to know I'm not the only one. Tera Byte's way of dealing with my problem has been trying to convince me that I'm the one who's unreasonable while they're the perfect ones. A couple of months ago maybe I would have recommended them. Now never.

.

Sure there are going to be cases where clients have many problems. Seeing all these WHT topics worries me that maybe their starting to change :(

at the same time, I have been doing a little more research and have seen very little complaining anywhere else. I have seen that the people at Tera-Byte can come off a bit snobby :eek: lol, now that is funny

Originally posted by ningaming
I have seen that the people at Tera-Byte can come off a bit snobby :eek: lol, now that is funny

ill have to agree with this one. im not saying its a good thing at all but there are certain tradeoffs i have to live with, when you get people that are good at tech stuff 95% of the time their people skills lack , on the other hand staff good with people tend to not have the tech skills needed. my tech support staff is my front line to the customers and i have heard more than once they have come off as rude or snobby, this isnt an ideal situation but they are a great bunch of people always willing to learn new skills, including how to better deal with people.

Steve

Yeah Steve, that Brenda woman got to go!

Most of the time she doesn't know what the hell she's talking about!!

Originally posted by DeNasio
Yeah Steve, that Brenda woman got to go!

Most of the time she doesn't know what the hell she's talking about!!


I usually avoid public flogging of individual support people (ya know -- criticize in private, praise in public).

I will say that Brenda has been very helpful and very knowledgeable the three times she has helped me.

In fact, I have not had anything less than a good experience with anyone on the Tera-Byte support staff.

i'll agree with that Steve :D

even though the "support" i recieved was fast, I simply asked a few questions about the service, and the reply I recieved sounded like "duh, you should have known that"

I am hoping when I go into buisness (hopefully something dealing with hosting/internet) I will get some extremely smart techs. I am not that great with coding and such, but I know the basics. I hope to be the middle man, and make sure that the customer can "understand" what they need to do. My current host does just that. They talk with the tech management team, then explain it to me :-)

anway, I think I have talked enough about Tera-Byte :-) as a "newbie" to the forums, most of my replies won't be taken very seriously anywhere, as I have seen by reading the WHT forums for the past 3 months. People are extremely harsh here........but maybe I should save that topic for another day ;)