I am thinking of signing up with Hostrocket but wondered about 1) the tech support; were they responsive, by phone or email?
If your site is down, how many days or hours till they reply to your email?
2) How is their internet connection? They list "redundant OC-3, OC12 lines."
Thanks, Jack

May want to try this:Search (http://webhostingtalk.com/search.php)

There are some good and bad things on them. I have never used them so i can't say good or bad. ;)

I don't *think* they were asking you for a pitch. I think they were asking other users what their experience was.
Redundant connections provided by MCI, Level 3, and Verizon ensure that your site will be up no matter what.
Really? Earth Quake? Flood? Router failure?

<<Mod Note: Post quoted above was removed>>

Hello,

I had posted a few minutes ago concerning some bad experiences I'm having with HostRocket. However, I've decided I should wait yet a few more days (and maybe a few more Trouble Tickets) to see how things will go. Then, and only then, I'll post this again. Sorry for the inconvenience.

Cheers,
Paulo R. Dallagnol

I think the facility/colo building they moved to can only have t1's so to get an oc3 they have to mux 100 t1's together.

Our new location has 2 oc-12 fiber connections. Just curious, where did you get your info from?

-Brendan

I know the building you moved into it is near albany, It is the old time warner building, yes no?

No its north of albany, about 20 minutes.. it wasn't a time warner building.

-Brendan

But then when I did a search on them I found nothing but bad reviews from customers. I admit, they look delicious in all of their ads, and I also noticed that a lot of domain sites have them listed. The first time I had planned to sign up with them, I went to their forum and there were so many complaints there, that I closed the page immediately. Then a few weeks later after looking around and still seeing their name everywhere (I'm a sucker for marketing) I decided I'd look at them again. I typed in their name in google, and I found a link called hostrocketsucks.com or something. I went there and learned that one customer had been so upset with them that they started an entire website dedicated to letting other folks know about their services, they weren't bashing HR, they were just citing all of their faults. This person constantly posts messages from other disgruntled customers. I wanted to give the HostRocket the reason of doubt, especially since this person complaining cited that they always deleted complaints in their forum to make it look like their service was good (remember, I had already been to their forum and I saw tons of complaints *not* deleted) So I went back to the forum and it was down... I went back again, and it was down. It's back up now and I went to look for the complaint about cgi scripts. The first time I read it I could have sworn it said, I'm having problems with my cgi yadda yadda... and then there was a reply that said, yeah me too, and then another reply that said me to too and too and too. However, now the only cgi complaint I saw was followed with a prompt answer from a senior customer that says basically --yeah, well? mine work fine.-- I know that it was all the me toos that made me avoid them in the first place. Maybe I'm looking at the wrong post, but it was just spooky. If you do decide to host with them would you please let me know how they turn out? They've got great features, but the bad rep from so many upset customers is scary.

curious...
ochiba

As a former customer, who’s experience is well documented on this and other bulletin boards, I’ll simply reiterate that for the price the features are great, however the uptime, support, and billing are problematic at best in my experience. The intermittent, terse, sometimes rude communications from the staff and ownership can aggravate the situation further. Basically, you get that for which you pay so at Hostrocket’s pricing, something is going to be missing. If you can cope with that, you’ll be fine. If not, look elsewhere.

Just a note that since Dennis was a customer, the hosting server platform we are on has changed, the billing system has changed, the support system has changed, and all but 2 of the staff members are different than when he was a customer. It is a much different company than it was when he was a customer of ours. As for our forums, we provide it as an open place for our customers to complain really... thats not what its supposed to be for but it works well in a sense that they can complain there openly and it allows us to see and fix problems that are affecting multiple users that may not be as easy to identify on a ticket by ticket basis. The reason you stated about the forum not looking real good is exactly why most hosts of our size do not have forums for their customers, as there is always a certain percentage of customers having one problem or another. Im not justifying problems, just explaining and any host here will confirm it, that probably at least 1% of your customers have a problem at any given time, which is hundreds of people to us.

-Brendan

I advise you to go with another host.

HostRocket support is poor.

around two weeks ago I sent in a ticket, then the following 5 days or so they replied back saying "please re-submit your ticket", so i did.

and they still haven't responded yet. I'm fed up with this. This wasn't the first time since I get 1 week or 2 weeks for a ticket response.


Also never trust them with your files, they mite misinterpret what your saying and delete them!

<<Please set up a signature>>

Anthony

Oh btw,
its funny how I just referred a friend to them around a week or so ago and my friend is already complaining me there support is weak.

Anthony

Anthony,

I again apologize for the miscommunication between you and one of our admins, however you are effectivly trying to blackmail us by sending in a ticket asking for a money well above and beyond what you have ever paid us, and then posting here about us negativly until you get the response you want. It is not only unprofessional but probably illegal as well.

-Brendan

As for Mr Brader’s remarks (advertising) as to all the wonderful changes at Hostrocket since I stopped doing business with them, it should be noted that we were still trying to correct and finding it necessary to monitor the billing issues we had until December of 2001 (it took months to correct and I only have my fingers crossed that they finally got it right). I used them for about a year that was full of changes and support simply became worse. Track records count more than promises, if women don’t teach you that, Hostrocket will.

As I stated, my extremely negative and repeatedly sour experience with Hostrocket is well documented here and mirrors that of others and some of those are currently departing customers. You’ll note that Mr. Brader was not so fast to jump in during those times of trouble (weeks with malfunctioning e-mail and zero support was the last straw). I recommend one find a more suitable host, even if it costs more, simply because support and courteous communication is worth it.

Enjoy!

Dennis

LOL,

blackmailing?

How am I blackmailing you guys?

Here was my following ticket:
--------------------------------
Hello:

I Know Graham didn't do this on purpose and really thought I did have a backup but is it possible that you guys could send me a check for 300 dollars?

The situation you guys put me in is killing me here. I worked so hard to put this site up. I mean heck I spent 4 months learning PERL just to make this online community.

I've also been a good customer acutally. I referred 2 people (esperformance.net and sakmo.com) to you guys and gave you guys a 10 rating for hostsearch. http://hostsearch.com/showcomment_old.asp?companycode=1999&;Page=13
Also I referr my friend Josh recently (teeneclipse.com)

If I was a any other typical customer, I would be yelling at you guys right now.

Just please try to consider my request for 300. I'm not even going to spend it just the fact the guy is asking for his money back. I know this is not a hosting situation but you guys did put me in it.

Also, this is better then nothing,
please put my files back up with this backup dating in last january.

http://www.teen-reality.com/backup-teen-reality.tar

Once again please try to fulfill my request.

Anthony
------------------------------

Can anyone tell me how I'm blackmailing HostRocket?

I'm simply asking for a request, you guys could of simply replied back saying "No sorry blha blha blha" and store my old backup file.

Anthony

I was confused as to why you are asking for $300? Damages done because of uptime, or what?

Hey,

This thread explains everything.

http://www.webhostingtalk.com/showthread.php?threadid=30274


Lol and no its not because of uptime.

Anthony

Please note that that thread is closed and we ask that you not continue it in another thread (such as this one).

ah I see...

EDIT: Whoops my bad Chicken, you posted that message as I typing out my response

Actually no problem so far, I was just trying to head off a repeat of that thread. The whole, "You owe me $300" thing should be handled privately via email between the host and the client.

Hey Chicken,

I wasn't trying to bring up this whole owe me 300 dollar thing again.

I was just telling how my experience with HostRocket. I did comment negatively on them, so I did have to bring up something to back up my experience with them .

Also, no I just want to know how that is illegal for me sending that ticket in Brendan?

Anthony

I'm currently using Hostrocket as my host and I am searching for a new host. Hostrocket has provided me with great tech support and responded within a few hours after each trouble ticket was posted.

My biggest problem with them is uptime...horrible. My husband has space on my account and he can never get connected to upload his site changes.

I've heard good things about GearHost and am thinking about trying them out, although I am still searching for other possibilities.

widget

If youre unhappy with the performance of the server youre on, shoot us a ticket and we'll stick you on a different one more to your liking. We can even transfer you to a different datacenter if you think its a connection problem.

-Brendan

If youre unhappy with the performance of the server youre on, shoot us a ticket and we'll stick you on a different one more to your liking. We can even transfer you to a different datacenter if you think its a connection problem.
hrtalk.com.
Has a nice ring to it, no?

I must say that, in my opinion, this has gotten totally out of hand. A member started this thread with the intention of getting information from OTHER USERS about HR's service. But, as usual, every time someone posts their experience, someone, usually Brendan, is here to do damage control.

What a joke.

Just to point out something.

I agree that their ticket response is fast but it's just that.
The person answering the tickets are just doing that.....just answering.

Stated in their products and services page, they provide Zend Optimizer but in reality, it is only installed when requested. We actually requested for it and the "ticket answerer" just states "Today is a weekend and thus we are shorhanded"

What do you mean by shorhanded?? That it's our fault. When pressed for explaination, they just ignore the tickets.

And the best part was, comments in the forums are deleted. C'mon man, if HR was serious on setting up a section on "Customer Comments" keep it that way. It's definitely a mispresentation of their services. They keep deleting the undesirable comments.

The great comments are however very suspicious.....

Anyway, for the px you pay, I think it's much better to spend elsewhere. Spend your money elsewhere as I feel it lacks professionalism.

As a former HR customer, I would like to make a point. I'm not sure what Brendan's role is at HR, but I know he's pretty high on the food chain there. Now, why would anyone want to deal with a company where one of their higher-ups comes on to a public forum and accuses a (former) customer of "blackmail"? :eek:

Geez, Brendan. Try to at least appear professional. Your attitude reflects your company. You respond to almost every HR thread here and come off so immature that often times your posts alone do more to disparage your company than the original point of the thread does. You'd be a lot better off saying nothing. :rolleyes:

I pulled three sites from HR for many reasons, most of them are documented in this forum. Brendan's continual lack of a professional attitude substantiates my decision to leave. I since moved to a new host and have been very happy with them. They cost a bit more, but that few extra dollars/month gives me the piece of mind that I'm dealing with a professional company. Remember, often time you do "get what you pay for".

Originally posted by Newbuyer
Remember, often time you do "get what you pay for".

Geez, got to agree with that. They actually deleted my post, my forum account the minute I sent the request for termination.

And to say they are shorthanded and not replying to their tickets are really suprising as we could clearly see their support teams browsing the forum and posting......but anyway, we are glad to come out alive from that junk!

My opinion. Your experience may vary.

I'm currently with HostRocket, and looking for a new host. their tech support has screwed up my site after I asked them to upgrade it. First they changed the ownership of my directories so I didn't have any permission to upload any files. then they reset my password without telling me. then, after almost two weeks they told me that they "tried and tried" but couldn't upgrade my account. They suggested I move it to another server. Just today I realized that they changed the group ownership of all my files. their forums have been down for three days with a note that they will be back shortly, what ever that means. Their responce to trouble tickets, at least in my case, has gone from a few hours to days. their service seems to be degrading. Although I strived to word my trouble tickets clearly, then consistantly missed questions or misunderstood what I was asking for. I've been with them since July 01.

I've had enough. But, they were better than addr.com, my last host. :-)

Originally posted by cruiser
My opinion. Your experience may vary.


Just curious, has hostrocket managed to get out of SPEWS yet?

-B

Before I signed with my current host I sent some pre-sales questions to their service desk and was floored when the turnaround time for my questions was in the 20-40 minute range!, and this was after midnight. I also hung out in their forums for a few days picking up all kinds of helpful tips. They call them "Community Forums" and it really does feel like 1 big family for the most part. It really pays to check out your host before hand, and whether you hear good(or bad) about them check it out for yourself because you are going to be the one dealing with them IMHO

cruiser - Email me (webmaster@newbuyer.com). I know of a great alternative to HR.

Originally posted by Newbuyer
cruiser - Email me (webmaster@newbuyer.com). I know of a great alternative to HR.

Is there any reason why you won't share this on the forum?

Well I signed up for hosytrocket cause of 2 main reasons

good GB for $
and ssh/telnet access

after getting my account info it turned out I have to request telnet access so i sent a ticket in and got a prompt response asking for my name and password, so i sent them the requested information back and now... nothing. this is over 24 hours ago now.

I would be entitled for a refund if i asked for one as they advertise telnet access, which I havent got. and until i get it I cant setup my site as I need to import a sql database which is too large for phpmyadmin.

Also I would like to add it seems when you signup you are forced to have a instant setup thus adding a setup fee.

Apart from these 2 (major) issues, it would otherwise be a fine host for me, there control panel is very good and speeds are superb, I cant comment on reliability as its too soon to judge yet.

<<Removed: Please do not request support from your provider on the forums>>

<<Removed: Please do not carry out support on the forums>>

Originally posted by Chrysalis
Well I signed up for hosytrocket cause of 2 main reasons

good GB for $
and ssh/telnet access

after getting my account info it turned out I have to request telnet access so i sent a ticket in and got a prompt response asking for my name and password, so i sent them the requested information back and now... nothing. this is over 24 hours ago now. [/B]

I actually posted it at another thread. I signed up for the service as it has Zend Optimizer support for PHP. When signed up, we actually have to request it to be installed. I'm thinking what the hell is this?? Since it's being advertised, why the need to install. After 3 freaking days....it's still not done. Reason. Short of manpower?? Can u believe that!!!

Just to summarise, go to them if you need a basic setup. If not, spend your money elsewhere, their support hv a certain attitude. And don't trust their forums. It only contains good comments. All the bad comment and compaints are deleted to actually put them in a better image. Do a search at this forum and you can find their infamous thread.