I have been planning to write about arvixe for quite some time
on quality of their support these days. However I refrained from last
5 to 6 months, just give them another chance.
However now I think it is point where you don't have any choice but
to vent your frustration, and this is a nice place so here it goes.
I joined arvixe in 2009 and for two years, there weren't much
issues - support was always slow but manageable until now. Server
uptime was great (infact never went down for al-most two straight
years), doing great still, even though I have suffered a 24+ hours
downtime due to some chk disk problem.
However that doesn't bothers me, the main issue is their support
because it is so much overwhelmed these days, you will be lucky to
get a response from them in 24 hours through ticket.
Here is a small example of my 2nd last ticket to them:
Posted on: 25 January 2012 02:57 PM
I am getting an internal server error while opening the following
HTTP Error 500.0 - Internal Server Error
The page cannot be displayed because an internal server error has
... spedific details about the error etc ...
Kindly check the issue.
Now guess when I get a response to this:
Posted on: 26 January 2012 05:46 AM
Please let me know if this is hosted on your reseller or VPS
account, also, what script is it that you have installed on this
So after a day and a half, they can not even determine if the
domain given in the ticket is on reseller or on the VPS????
Can't they do something and check the IP of the domain to determine
if this is reseller or vps
So I just moved that account to another of my servers.
My last ticket I sent to them was downtime in vps server:
03 February 2012 10:54 AM
And after 6 hours and 2 chats with their chat officers didn't got
any resolution. Although on my 3rd chat Anoop (one of the best chat
officers they have), resolved the issue on the chat (apparently
just the 'named' service needed restarting) - now issue like this
should be resolved in 10 to 15 minutes, but I needed to wait for 6
hours, while on the previous two chats they said admins are working
on the issue, and in 5 hours they were still 'working' and would
have remained on that work for another day or two if I hadn't
started another chat.
Their chat facility is 24/7 which is good only if you find a support staff who knows what he is doing, normally this does not happen and you need to wait until some other chat staff, and another until you find someone who is willing and know how to resolve the issue.
These are my experiences, and yet I am stuck with them because I
have some 250 sites hosted with them and with 'websitepanel' I
cannot move them that easily to other hosting companies.
Thankfully I shifted to a VPS / Dedicated solution a lot earlier.
This is a resellers review, don't know how they treat their direct
Anyway thought to share this with you guys. Hopefully will help
someone decide better, but above all if someone from arvixe
administration is monitoring this, maybe they will look into spending
some money on their support.