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Thread: Arvixe review

  1. #1

    Arvixe review

    Hi,

    I have been following this forum for a while now, and decided to share my recent experiences.

    This is a 2 week review.

    I have been a Hostgator customer for 5 years now - just a shared business account with them. I decided to upgrade my hosting base since my business was growing, and finances was allowing me to do so. I saw many good reviews for Arvixe, and decided to give them a try, signing up on their business account, which is a "deluxe" shared solution according to their homepage text : "by decreasing the number of users on each server. With business web hosting, our aim is to provide customers with the highest level of reliability in a shared hosting environment. We are proud to say that we have mastered it."

    I was put on the Fisher server, and everything was fine for the 1st week and a half. Now my site has been down 4 times inside 2 days - something I never had happen at Hostgator for some reason. I asked support why this was happening, and was told that another user on the Fisher account was overloading the server, and if it continued, they would move my account to another server. I chatted back and forth, and decided to upgrade my account to a VPS instead. Next day I try to log in to my new VPS cpanel, but couldnīt. The login page kept loading ( as in never stoppped loading ) and I was told there was an error with the password I signed up with, and they were looking in to it. A couple of hours later, my site is down again, and I find myself with 2 accounts that is malfunctioning, and thinking to myself : "What the heck am I doing here?" A quick chat with sales and I put in my cancellation for the new VPS host, and I am now looking for a new host.

    This might have been 2 very bad/unlucky days for Arvixe, I grant that - since I am seeing a lot of very happy customers out there - otherwise I would have never signed up with them, but I sure ainīt one of those happy campers. At one point I was litterally shaking with frustrations chatting with support, who said "maybe itīs your site acting up?" - and here I was stuck between two faulty products ..
    I know that thereīs no guaranteed "never-crash" server out there, but saying that youīve mastered the business account solution was really not my experience, thatīs for sure. Maybe I am rushing out of there too soon, maybe, but I just didnīt get that vibe or reassuring from ANY support I chatted with, that would allow me to serve my own customers without looking like an amateur. And that just donīt cut it.
    I really canīt recommend Arvixe to anyone, and I actually wish I could :/
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  2. #2
    Join Date
    Mar 2003
    Location
    WebHostingTalk
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    16,967
    Seems like an unlucky move :-(

    Any particular reasons why your sites are down? Is it a problem with VPS or a problem with your sites?
    Specially 4 You
    .
    JoneSolutions.Com ( Jones.Solutions ) is on the net 24/7 providing stable and reliable web hosting solutions and services since 2001
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  3. #3
    Just received an email from sales, actually a very nice email - of course. Apperently there was a DDOS attack on the Fisher server, which was why my store was down. Not like the supporter said : "Well the possibility is that it could be YOUR site giving the server trouble" - not so cool when there hasnīt been any problems for 5 years at Hostgator, and youīre currently stuck between a business account thats down, and a VPS account you canīt access. My god I was furious.
    I only run 1 site, but itīs a store with more than 1600 products - been running it for 5 years, and itīs real precious to me. The turnaround is getting really good, but nothing is getting turned anywhere if the store is down, especially in this peakseason :/
    I feel like a fool leaving Hostgator, but felt like a fool before when I was with them, reading about all the horror stories of the sale to EIG and what consequenses that would have. Fact is that I almost never had any downtime with them. Super slow FTP, but I managed.
    I am now giving Arvixe a chance more - Iīd really appreciate if they gave me a chance to like them :/
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  4. #4
    Is there a money back guarantee?

    Used them many years ago and they weren't good then.
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  5. #5
    Full refund within 60 days. Looking at KnownHost - would that be a better choice you guys think?
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  6. #6
    I am actually chatting with a support rep from Arvixe right now. Reported around 2pm that I was not able to access the new VPS account - password was wrong ( though I made that password ) - Was told there was issues with the password, and they were looking into it. It is now 9pm and still no change. The VPS is up and running, I just canīt access it
    I feel like Iīm in the dark here - both about the event this afternoon with the DDOS attacks - that I wasnīt aware of until a sales rep apologized a couple of hours later, and now this mysterious password. I mean - how hard can it be?
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  7. #7
    Join Date
    Feb 2007
    Location
    USA, UK, Singapore
    Posts
    3,325
    Sorry to hear about your experience.. Password resets should be no more than 5 min task max - did they provide any further information other than "bad password"?
    ██ Softsys Hosting ██ - 9 Years In Business - 24/7 In-House Support - Enterprise DDoS Protection Available!

    Enterprise Dedicated Servers - WHT Exclusive Windows & Linux VPS (US/UK/Singapore) - Failover Ready Cloud VM's
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  8. #8
    Nope. They just said there was "problems" with the password. Thatīs what I mean about being kept in the dark. It seems like thereīs something else behind everything that happens, and they donīt tell the customers whats really going on. So it seems anyway.
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  9. #9
    Hello,

    I'm sorry for the issues you've encountered. Feel free to reach out to me and I'll be happy to look into this further and assist.
    adam[at]arvixe[dot]com

    Thank you!
    Web Hosting @ Arvixe, LLC
    Product Portfolio: Linux Web Hosting | ASP .NET Web Hosting | Business Web Hosting | E-Commerce Web Hosting | Dedicated Servers
    Freedom of the web at your fingertips!
    adam [at] arvixe.com
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  10. #10
    Thanks Adam, highly appreciated.
    For the record, I was able to log in to the new VPS account around 10pm yesterday, however, Iīve simply lost confidence in leaving my store with you guys - itīs not even about money anymore (you have been very kind to offer lifetime discounts).
    All the best too you, and may others have better experiences using your services, Iīm sure it was all just a cluster of issues. I have now signed up with KnownHost, and crossing my fingers that this experience is going to be better.
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  11. #11
    Join Date
    Jan 2006
    Location
    Alabama
    Posts
    1,276
    Quote Originally Posted by bindner View Post
    I have now signed up with KnownHost, and crossing my fingers that this experience is going to be better.
    Rest assured, you're going to be happy here
    KnownHost Managed VPS Specialists
    Fully Managed VPS and Dedicated Servers

    KnownHost is hiring!
    Click here for more information!
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  12. #12
    Join Date
    Feb 2006
    Location
    Kepler 62f
    Posts
    14,877
    I've been with Arvixe for ~4 years now. That's definitely not normal.
    At least you moved to another good host.
    || Need a good host?
    || See my Suggested Hosts List || Editorial: EIG/Site5/Arvixe/Hostgator Alternatives
    ||
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  13. #13
    Quote Originally Posted by bindner View Post
    "Well the possibility is that it could be YOUR site giving the server trouble"
    This is one of the reasons why I left Arvixe after a little less than a year with their personal class ASP .NET hosting.

    Their first tier service support can be very abrupt bordering on rude. As an example, a simple inquiry on why my site was having intermittent problems over the span of at least a month was met with a "check your site first" type short email response. This was even with me including log links from several uptime site reports indicating the site was down intermittently over the span.

    Eventually I reached someone from a higher tier of support and they were very apologetic and nice to deal with, even offering credit / discounts. No explanation of why my sites were having problems though.

    Ultimately, I'd rather have my sites up 99% of the time and not have noticeable problems over apologies and discounts.

    Maybe it's a sign of them getting too large too quickly and their lower tier support being overworked. Or maybe it was just the server cluster I got put on that had issues. Although I recall before they took the forum section down that showed which servers were having issues, there were quite a few people from other server clusters reporting their own problems as well.

    So my time at Arvixe was disappointing and I've moved on. Not saying they are terrible, I've used hosts that were much, much worse. They are cheap(er) than most places though, so the old adage you get what you pay for holds true here I suppose.
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  14. #14
    Join Date
    Mar 2013
    Posts
    1,294
    Sounds like a better communication from their support team would have probably spared this.
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  15. #15
    Join Date
    Dec 2007
    Location
    Mars
    Posts
    13
    Arvixe's Windows hosting is good and cheap, recommend it to those who looking for Windows/ASP.NET hosting.
    A young idler, an old beggar.
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  16. #16
    Join Date
    Jan 2003
    Location
    Sacramento, CA
    Posts
    588
    Quote Originally Posted by bindner View Post
    Hi,

    I have been following this forum for a while now, and decided to share my recent experiences.

    This is a 2 week review.

    I have been a Hostgator customer for 5 years now - just a shared business account with them. I decided to upgrade my hosting base since my business was growing, and finances was allowing me to do so. I saw many good reviews for Arvixe, and decided to give them a try, signing up on their business account, which is a "deluxe" shared solution according to their homepage text : "by decreasing the number of users on each server. With business web hosting, our aim is to provide customers with the highest level of reliability in a shared hosting environment. We are proud to say that we have mastered it."

    I was put on the Fisher server, and everything was fine for the 1st week and a half. Now my site has been down 4 times inside 2 days - something I never had happen at Hostgator for some reason. I asked support why this was happening, and was told that another user on the Fisher account was overloading the server, and if it continued, they would move my account to another server. I chatted back and forth, and decided to upgrade my account to a VPS instead. Next day I try to log in to my new VPS cpanel, but couldnīt. The login page kept loading ( as in never stoppped loading ) and I was told there was an error with the password I signed up with, and they were looking in to it. A couple of hours later, my site is down again, and I find myself with 2 accounts that is malfunctioning, and thinking to myself : "What the heck am I doing here?" A quick chat with sales and I put in my cancellation for the new VPS host, and I am now looking for a new host.

    This might have been 2 very bad/unlucky days for Arvixe, I grant that - since I am seeing a lot of very happy customers out there - otherwise I would have never signed up with them, but I sure ainīt one of those happy campers. At one point I was litterally shaking with frustrations chatting with support, who said "maybe itīs your site acting up?" - and here I was stuck between two faulty products ..
    I know that thereīs no guaranteed "never-crash" server out there, but saying that youīve mastered the business account solution was really not my experience, thatīs for sure. Maybe I am rushing out of there too soon, maybe, but I just didnīt get that vibe or reassuring from ANY support I chatted with, that would allow me to serve my own customers without looking like an amateur. And that just donīt cut it.
    I really canīt recommend Arvixe to anyone, and I actually wish I could :/
    Hello,

    As Adam mentioned above, we would still like to get to the bottom of this. You are right, there are a lot of happy customers out there and the numbers are publicly available on our own website through a transparent survey - http://www.arvixe.com/survey/results

    The issue with your shared server (fisher) was a DDoS attack that can happen on any host. Out of 300+ shared servers, only one was under attack and it was this one. We also publicly outline what we've done with the server and continue to update it on an hourly basis -

    http://www.arvixe.com/alerts?key=32596-1229

    The server has been fully online. With our shared hosting, our promise has never been that we can magically reduce issues that any other host may have at any time in the industry. DDoS attacks and abusive customers do happen. Our promise is that we will react faster than the competition, better than the competition and try to keep our customers updated as best as possible.

    On the VPS topic, it sounds like a VPS provisioning issue as you were never able to login regardless. The entire VPS provisioning is automated and without seeing any tickets or chats, its hard to identify what went wrong. So please, help us by pming me or Adam your ticket IDs even if you no longer use our services.

    As far as a VPS service in general - I ask that you pay close attention to the hypervisor that the VPS company you're using uses. We use Hyper-V, which alongside Xen/KVM/VMware (and a few others) provides true segregation of environments. This increases the complexity of some support processes as well as provisioning but you know that you are getting a truly segregated environment where resources assigned to your VPS are only assigned to you.

    The other side of the coin is Virtuozzo/OpenVZ where you are not on a true hypervisor and therefore resources can be shared amongst other VPS users. You are essentially getting a shared account with root access capability and your own file system.
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  17. #17
    Join Date
    Jan 2003
    Location
    Sacramento, CA
    Posts
    588
    Quote Originally Posted by HostEve View Post
    Ask for your money back. They should have moneyback guarantee.
    Thanks for your valuable feedback but I don't think this is what the post is about. The question was never about whether we'd refund the user or not. That's always available. The question is -

    What was the issue?

    And what did we do about it?

    We've gone ahead and looked into all of the customers' tickets. Obviously the issue with shared hosting was due to DDoS which I posted a link to above. The issue with a VPS, per all of the tickets was the inability to login to the VPS upon provisioning. We worked with the user across all tickets in a timely manner to resolve it but he felt that we were just not the right fit.

    I've evaluated the tickets and see that we really could not have done anything better here. The DDoS was unfortunate but all other communication especially those done through tickets were to the point and as effective as possible. It is unfortunate the user "took to the streets" prior to trying to resolve it with us but that is the case here and we are willing to work with him/her when and if he/she wishes to evaluate the true value of our offering properly.

    About this last post, please don't just post to up your post count. It just looks bad and you are not really helping your hosting company at all.
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  18. #18

    Arvixe has the worst uptime of any host I have ever used.

    I really want to like Arvixe. I've been with them for over a year. I recently upgraded to their Pro shared account. I needed something more as I am working more on my sites. The one problem I have is that my sites are almost always down when I go to work on them. I keep on making complaints with their support and things never improve. I will not be renewing with Arvixe. I wish Arvixe would just improve their service. I really don't want to change hosts again.
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  19. #19
    Quote Originally Posted by bohemianprince View Post
    I really want to like Arvixe. I've been with them for over a year. I recently upgraded to their Pro shared account. I needed something more as I am working more on my sites. The one problem I have is that my sites are almost always down when I go to work on them. I keep on making complaints with their support and things never improve. I will not be renewing with Arvixe. I wish Arvixe would just improve their service. I really don't want to change hosts again.
    can you PM me your username or a ticket ID that you have open ? I will be glad to look at this for you personally
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  20. #20

    This was my last ticket.

    Quote Originally Posted by Mike-Arvixe View Post
    can you PM me your username or a ticket ID that you have open ? I will be glad to look at this for you personally
    Okay I will PM you.
    Last edited by bohemianprince; 05-19-2014 at 11:15 PM. Reason: Personal information in the message.
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  21. #21
    Quote Originally Posted by bohemianprince View Post
    Okay I will PM you.
    Thanks, working on this for you now
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  22. #22

    Waiting for support from arvixe...

    And still waiting, while my website is down.

    Got straight through to sales though (sales is on the left in the attached image, support is on the right).

    Click image for larger version. 

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  23. #23
    Can you message me your domain or ticket ID ?
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  24. #24
    Join Date
    Feb 2006
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    Quote Originally Posted by camjohnson View Post
    And still waiting, while my website is down. Got straight through to sales though (sales is on the left in the attached image, support is on the right).
    That's what tickets are for. Forget the chat nonsense, regardless of host.

    (The only host with decent chat support is Namecheap. But even then, I never really use it.)
    || Need a good host?
    || See my Suggested Hosts List || Editorial: EIG/Site5/Arvixe/Hostgator Alternatives
    ||
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  25. #25
    Join Date
    May 2014
    Posts
    201
    Yes arvixe had lots of downtime which is why I partially switched to Webhostface. although I still have my arvixe account.
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  26. #26
    Quote Originally Posted by [TR] Jay View Post
    Yes arvixe had lots of downtime which is why I partially switched to Webhostface. although I still have my arvixe account.
    Sorry to see there has been some frustration. I have reviewed your recent tickets and can see where you were asking about the 98% uptime as reported by your monitor despite not noticing downtime yourself. There are several reasons why these tests can vary. Some of the tests they may perform our servers intentionally ignore. I have updated the ticket for you again now. Can you please reply to me there? I would like to do all that I can to help get this sorted for you.
    Last edited by shoaljumper; 05-28-2014 at 11:31 AM.
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  27. #27
    Join Date
    May 2014
    Posts
    201
    Not much help received after two days of waiting after replying to the ticket, the person didn't help because I had no proof. Garbage customer service.
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  28. #28
    Join Date
    Jan 2003
    Location
    Sacramento, CA
    Posts
    588
    Jay,

    All we want to do is help. If you want free hosting, we can give you free hosting. If you want higher uptime, we can give you higher uptime. But we need to know why your uptime monitor picked up certain periods of the day as "down" when our nagios that checks port 80 as well as the load/cpu on the server did not. That way we can ensure that you do not get any more of these issues...

    Regardless, I understand that you moved your site and that you may be very happy. But all we're asking is for you to be fair and allow us to evaluate what went wrong here as you've been increasingly negative about us since your incident. We are here to help and want to help. We just need you to give us a chance.
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  29. #29
    Quote Originally Posted by [TR] Jay View Post
    Not much help received after two days of waiting after replying to the ticket, the person didn't help because I had no proof. Garbage customer service.
    I have reviewed the communication within your ticket. Please understand we are not asking you for "proof" of your issues, we are trying to help solve them for you. To do that we need as much information as possible, knowing the dates and times of the events you are reporting along with the exact error message or test that failed from your up-time report is crucial in doing that. There are near endless reasons for why your site could have a problem based on those details. Without them we are shooting in the dark.
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  30. #30
    Join Date
    May 2014
    Posts
    201
    Quote Originally Posted by Arvand View Post
    Jay,

    All we want to do is help. If you want free hosting, we can give you free hosting. If you want higher uptime, we can give you higher uptime. But we need to know why your uptime monitor picked up certain periods of the day as "down" when our nagios that checks port 80 as well as the load/cpu on the server did not. That way we can ensure that you do not get any more of these issues...

    Regardless, I understand that you moved your site and that you may be very happy. But all we're asking is for you to be fair and allow us to evaluate what went wrong here as you've been increasingly negative about us since your incident. We are here to help and want to help. We just need you to give us a chance.
    Yes i agree, i am willing to give you a chance again, but everytime i do, i am disapointed, what more can be done?
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  31. #31
    Join Date
    Jul 2012
    Posts
    292
    They don't have good support i cheated many times here , i think namecheap is better for me
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  32. #32
    Join Date
    Jan 2003
    Location
    Sacramento, CA
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    588
    Quote Originally Posted by [TR] Jay View Post
    Yes i agree, i am willing to give you a chance again, but everytime i do, i am disapointed, what more can be done?
    What would you like? I suggest emailing me directly at arvand .at. arvixe.com
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  33. #33
    Join Date
    May 2014
    Posts
    201
    Quote Originally Posted by Arvand View Post
    What would you like? I suggest emailing me directly at arvand .at. arvixe.com
    Emailed you Arvand, thanks for reaching out, but i have no idea what you arvixe could do to make things up. Also please do not take too long to respond like Arvixe normally does, hopefully you respond before my WHF money back guarentee, although at this point it seems like i will stay with them.
    Last edited by PT-Jay; 06-03-2014 at 10:06 PM.
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