Finally decided to register here so I could give my two cents :)

I switched to Surpass Hosting about 3 months ago. Since then, this is what I have experienced.

The transfer to Surpass was flawless. The only thing that made me wonder was that after I had given them the access to my old hosting account, they still wanted me to go in and create backups of my customers. Not a big deal, but still noteworthy.

So now I am up and running and have my custom name servers running, everything is going really good.

Then the proverbial *&^% hit the fan. Starting sometime in late February, I started to receive SQL error emails from a couple websites I run. I thought nothing of it as there have always been the occasional error. But I MEAN occasional.

The gates opened and a flood of SQL errors started occurring. I was getting several emails about it a day! So were my customers. (side note: these emails were being generated by the CMS Dragonfly, an AWESOME CMS)

So I opened a support ticket on Feb 25 and started archiving my emails.

To this date (4/14), I have received over 300 emails listing the same SQL error every time. I am still not getting this resolved through Surpass. Today, the server basically overloaded and I could not access any website on my account, even the purely HTML sites that have no database connection at all!

The SQL error I get:> the following error occurred: MySQL server has gone away

This error is the exact same EVERY time!!


When I ask what is being done to fix this for the future, I get the runaround. I just get more frustrated!

I am a firm believer in a fair shake, which is why I haven't run off yet. But I cannot stick around and tick off my own customers because of this inferior service.

I am about at my wits end with this company. Which is sad since they are a sister company to Hostdime, a company I had a great experience with a few years ago.

At any rate, that is my two cents worth on them. Personally I will not recommend them to anyone for reseller hosting.

The OP's email address domain is hosted on a Hostdime IP, which is consistent with him being hosted by Surpasshosting (Hostdime is the mother/sister company), so the review passes validation.

Sorry to hear things are not going well with them, Smitty927.

Thanks for the review. Sorry too concerning the difficulties you've had with them.

Thanks guys!

Now I am kinda in a quandary. I made up my mind this morning to start the hunt again for a new host and just received this email from Surpass:

--From Support:--
I've adjusted the MySQL and Apache timeout variables. This should help alleviate the issues you've seen occurring over and over.

Also, I'm not sure if you're interested, but we are more than happy to move you and your accounts to a different machine if you'd like. I'd like to do whatever possible to keep you as a client. If this is something you are interested in, I'll get the ball rolling immediately.




My issue isn't that they burst the "movin on" bubble. It's that this was offered before and I told them to go ahead and do so. Somehow that got missed in the whole scheme of things and is now being offered again.

I think I am going to give them one more chance! If this fixes the problem, it would sure save me the hassles of moving hosts!!



You know, I should also mention that their email support is quick to respond. They may not "get it" every time, but it does get attention. I had a couple other tickets that were resolved quickly.

Sorry, I tried to include my whole experience in my OP but missed a part :)

WOW!!!

I am glad that I believe in fair chances. Through this review here and my not jumping ship right away, my issue is receiving more attention.

They are showing now what customer service is about!

I will be riding this out to see how it fares. With this extra attention, I hope they find the root cause of the problem so it can be fixed appropriately.

I do hope to be able to give a long term review of this company.

This is great news for me, I hate bouncing around on anything I do. I prefer doing plenty of research upfront and then purchasing whatever it is I am looking at. So for now, my research on hosting may not have gone to waste :)


It is too early for me to change my original decision on the company (I am also not wishy-washy). BUT! I will definitely say that the outlook is turning for the better. I'll keep this review up to date and will hopefully change my input!

Thanks,
Smitty

Smitty927,

I apologize profoundly for the mysql issues you saw. surpasshosting senior admins are working on a more long term fix not only for you but for everyone else on the server. It appears it was a mysql setting which has caused most of these issues in parallel with another user abusing resources. It should have never taking this long to fix, we will do everything in our power to prevent this from happening again.

Sorry to hear it. I have more experience than you about them. We have a lot of reseller accounts on Hostdime and Surpasshosting and host hundred and hundred domains on their different servers for years. And most times their service is great. I could not find another company that provides faster support yet. They generally resolve promlems quickly. Uptime of the servers is good and most times connection is fast. Their services are similar. But Hostdime has phone support and a little better. I recommend both of them.

Thanks for letting us know about your experience with them Smitty. I am sorry you had to go through that experience.