I've been waiting over 6 hours for your reply to a 911 ticket fix. Its especially irritating because I replied to the ticket merely 15 minutes after you asked for permission to do perform the required maintenance and now several hours later, with 2 open tickets and at least one email sent out, I'm no closer to getting back online than I was several days ago.
This is a mission critical component in my network, and this ticket issue has been open for over 48 hours now.
I didn't want to have to make a post on WHT, but I don't know what else to do. I've opened two tickets (in case one was assigned to a specific rep and then overlooked), personally emailed Matt, and I even tried calling your toll-free support line, but ironically the extension for customer support was an "invalid entry".
I really want to like you guys. When you have your stuff together Club Uptime is great, and the connectivity is usually awesome. In fact, this is the first negative remark I have made on WHT about your service.
I wouldn't be here if I wasn't desperate guys, I'm sorry it came to this.
I've replied to your tickets and merged them. I'm sorry you both feel that support has been lacking recently. We work very hard to answer the tens to hundreds of tickets we receive every day, and unfortunately, sometimes a couple can slip through the net.