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  1. #1
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    Why I Left EZPZ Hosting & InnoHosting First Impressions

    I have read countless reviews here at WebHostingTalk, and reviews like these have helped me to make my purchasing decisions so many times in the past. So I figured I would finally write a review. Basically this review is in two parts -- my first impressions at InnoHosting and why I have begun to migrate some accounts away from EZPZ Hosting.

    Let me just say: I'm not an easy client to deal with. I have very high standards (I have gone so far as to tell Rameen of a typo that had been in his signature). I've opened a lot of support tickets with both InnoHosting and EZPZHosting, but I always remain professional and courteous. I also pay my bills on time (if not early).

    Without further ado, let's get started with my personal web hosting story. I'm doing my best not to go too hard on either web host -- but I'll let you know that I'm a detail oriented person and I pick up on most everything

    Why I'm Leaving EZPZ Hosting

    Let me tell you right now. EZPZ Hosting is a great provider, and a few of my buddies run their businesses off of reseller accounts over there. Dan has created a value for money that is absolutely irresistible and [can be] quite profitable.

    A Diatribe on End User Support

    What I really need is good end user support. Although I'm capable of providing support to my own clients, I really prefer to leave it to those who are better at it. I'm a people person -- so I like to work on marketing my web hosting business. And I like to leave support to the guys who know how to do it best.

    Unfortunately, with EZPZ hosting, their end user support is practically not there. When I started with them, they had good end user support. It would be answered in a reasonable amount of time. Over the past 4 weeks, the end user support service has degraded completely. Say goodbye to 2-4 hour response times, and make way for 8-24 hour response times, if you're lucky enough to get a response. Several times I have inquired about a ticket that they hadn't answered, only to hear that it had been lost in a flood of spam tickets or that the ticket had been ignored mistakenly. For someone who was looking to be able to ignore support, this made me nervous and not want to rest my business on their back.

    What really upsets me about EZPZHosting is that they de-prioritize end user support tickets. Nowhere on their website does it mention this. Their website does, however, say "Average Ticket Response Time: 8 Minutes". This led me into thinking that end user support tickets would be dealt with as quickly as normal helpdesk tickets. Unfortunately, this isn't the case.

    My suggestion to EZPZHosting is to adopt a solution similar to InnoHosting's -- use a centralized helpdesk with a WHMCS integration package. Although EZPZHosting's solution is easier to set up, it doesn't work as well.

    I've written a TON about end user support for now, so I'm just going to leave it at that. End user support is essential (especially for how heavily EZPZ advertises it); the fact however is that it doesn't always work and when it does it is slow.

    Uptime

    Throughout my time at EZPZHosting, I found the uptime to be satisfactory. Never below 99.7%. Once it dropped below 99.9%. I subsequently requested SLA credit, and a free month was quickly added to my account.

    Not a lot to talk about here except one nuance to their terms of service. This upsets me a little bit. If the uptime drops below 99.9% due to a DDoS attack, this is exempt from the free month. Although I understand that a DDoS attack is not the direct fault of EZPZHosting, they could just quickly put their server behind a DDoS firewall. Hopefully they own a few since they manage around 30 different servers.

    Server Management

    I've experienced a few hiccups in the server loads at EZPZHosting because of some little cPanel/CloudLinux software issues (e.g. a reseller having 100 sub-accounts and generating a backup for each account simultaneously, thereby degrading server performance). I think that particular issue has happened a few times. Dan was able to get the server back performing regularly within an hour or so. The loads of the servers throughout the day, compared to InnoHosting and an account I had at SkyNetHosting, are a bit higher. However, I believe EZPZHosting uses higher spec'ed servers than InnoHosting and SkyNet.

    We had an issue where the server was running out of disk space. I believe that this was entirely the fault of EZPZHosting having poor capacity planning. But they fixed it and there were never any major problems.

    Support

    With support at EZPZHosting, I've found it depends entirely on the person that you're working with. The best technicians are probably Dan (owner) and Alex. Jamie and Erik are both helpful. In my experience, Justin wasn't quite a great technician but he knew his stuff (I haven't worked with him recently, perhaps he was taken off ticket duty?)

    Value for Money
    EZPZHosting gets InnoHosting on this one. It's a great value. You get unlimited free SSL certificates, CloudLinux, LiteSpeed web server, and master reseller access. The master reseller access is such a valuable add-on, I never would have realized this though. The disk allotment is also quite fair. With InnoHosting, I feel a bit crammed, even on the "Enterprise" 20 GB plan.

    The bottom line: EZPZHosting is a good hosting provider. Don't rely on them for end user support, however. It just so happens that end user support was very important to me and it was a deal breaker. However, I really like EZPZHosting and do hope for them to improve the end user support situation. I still have an account with them.

    What would really be great is if in 6 months from now I would be able to update this review and say "EZPZ has made a turnaround in end user support. They have an awesome new system; spam's not an issue, and I feel confident putting my clients there". Unfortunately, that's just not the case at this point. EZPZ gets 4/5 stars.

    InnoHosting First Impressions

    End User Support
    InnoHosting end user support isn't quite as easy as EZPZHosting's end user support is to get set up. But I'm sure you will find it is worthwhile. I have limited experience with InnoHosting end user support, so I'd like to paste in a test ticket that I submitted.

    ===========================================
    Client 12/28/2013 22:12
    Hi,

    I am concerned that my IP address has been blocked by your hosting server.

    Can you please confirm that the IP address <<snipped>> is not blocked?

    Thanks
    ===========================================

    ===========================================
    Staff 12/28/2013 22:27
    Hello,

    Yes, i can confirmed that the IP address <<snipped>> is not blocked in the server.

    Regards,
    Mike
    ===========================================

    Wow. An end user support ticket answered in 15 minutes, with a reply that at least makes partial sense. It's unfortunate that Mike didn't read what he wrote, however. I feel like this is definitely a fluke given the quality & speed of support that I've received from InnoHosting.

    What I appreciate most about this is that, yes, the initial response was rushed. But without any intervention from me (or, upon contacting InnoHosting, they mentioned that there was no management intervention either), Mike followed up to his initial reply:

    ===========================================
    Staff 12/28/2013 at 02:32
    HI There,

    The given IP is not found to be blocked by the server firewall nor any previous instances of block was detected for the IP. While checking with the domain name which was found in the records, I see that the domain to be showing up "Internal Server Error".

    The error was being generated due to the htaccess entries that was sitting there. If you want to have the magic quotes turned off a php.ini file needs to be created with the setting/desired value set there.

    Let me know if you want us to get this set for you and any other customizations that is required here. I have commented out the entries such that the site loads for now.

    Regards,
    Mike
    ===========================================

    Iíd like the reader to take notice to the fact that the original ticket didnít even ask about the PHP.ini settings. Mike went ahead and fixed this for us, which is exemplary. Mike has gone above and beyond here. Color me impressed

    I had an issue getting the end user support templates set up in WHMCS because they hadn't been updated in some time. I was ready for Chris to tell me that they don't provide support for this, and end user support is provided as a "as is" value added service. Nope. Chris wrote an updated template. And he had all the updated templates provided in under 72 hours.

    Server Management
    I haven't had a lot of experience with their server management, but I did have a hiccup when they were running the migration. For some reason, they excluded my client area from the migration. This was resolved in around 80 minutes by John.

    There was another small issue when the account was created for the first time. The reseller account didn't have proper access permissions to create sub-accounts. Mike had this one resolved in just 16 minutes.

    Support
    Although I've had faster replies from EZPZHosting, I feel better with my business at InnoHosting. InnoHosting has a lot of different technicians, and every technician is a level 3 technician. This is really nice, since you won't be waiting in escalation queues.

    With EZPZ, if my issue was complex, I would usually have to wait for Dan to come online (which could take a while). With InnoHosting, I feel like the whole operation is a lot less dependent on the owners (who I believe are Rameen and Chris)ómeaning that if I have an issue, it can be sorted by anyone else at the company and not necessarily them. With EZPZ, it seems like Dan is really the only problem solver.

    Uptime
    I have only had this account for a few days, so we'll have to see how the uptime is. InnoHosting has a very solid track record for uptime. Their terms of service doesn't have the strange DDoS exception that I mentioned about EZPZHosting.

    Value for Money
    InnoHosting is a good value for the money, albeit a bit more expensive than EZPZHosting. I just have a few minor grumbles about InnoHosting. I would like to see InnoHosting have unlimited free SSL certificates, CloudLinux, and bigger storage space on the plans. 5,000 MB-20,000 MB disk space just isn't quite enough these days--disk space is cheap.

    The bottom line: If your hosting brand is "higher end", InnoHosting is the right option for you. They're established and they deliver (I'd recommend reading other InnoHosting reviews... I've only been with them for about 48 hours). I feel confident with my business under the management of InnoHosting, and it seems so far like a great match. Thus far, theyíd get 4.75/5 stars.

    For me, what makes a web hosting company isnít the amount of problems that come up. Every web host is going to have problems. Itís about how the problems are solved. If the same problems repeat, that means something. But when problems come up and theyíre sorted with little to no intervention from me ó thatís when Iíve found a web host that I want to deal with. And InnoHosting appears to be that web host.
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  2. #2
    Very detailed review + feedback etc.
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  3. #3
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    That's a very detailed review, thanks for sharing it with us, we really appreciate your time spent on this anyway the experience with EZPZ doesn't seem to have been bad, from my perspective is like you moved from Good to Better.

    I would like to take advantage to point out something, a very personal opinion, don't you think Cloudlinux can be a two-edged sword? please don't think I despise the product itself, because I think it is amazing and does great for this industry in terms of security and isolation; and I've also shared a few messages with Igor in the past...
    But how some providers may take advantage of its attributes to over-populate servers thanks to the resource limits that can be put in place?. (Not all providers of course, just the ones that certainly don't know how to use Cloudlinux properly )

    Hosting can be a very profitable business at a high level like the big players out there -even leasing- servers or equipment, it is still profitable... just do the math with the amount of customers they advertise they have (which can be much less of course), the average cost per package they offer, the amount of servers they might have and the companies they may have partnered for licensing... that not only gives you an average range in income and outcome amounts but also how many websites might be hosted per server, which I think is very interesting..
    (I'm not mentioning any company in particular, just any big one)

    Have a great new year 2014, I hope is full of blessings for everyone and sales for everyone!
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  4. #4
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    Quote Originally Posted by Chris-WS View Post
    That's a very detailed review, thanks for sharing it with us, we really appreciate your time spent on this anyway the experience with EZPZ doesn't seem to have been bad, from my perspective is like you moved from Good to Better.

    I would like to take advantage to point out something, a very personal opinion, don't you think Cloudlinux can be a two-edged sword? please don't think I despise the product itself, because I think it is amazing and does great for this industry in terms of security and isolation; and I've also shared a few messages with Igor in the past...
    But how some providers may take advantage of its attributes to over-populate servers thanks to the resource limits that can be put in place?. (Not all providers of course, just the ones that certainly don't know how to use Cloudlinux properly )

    Hosting can be a very profitable business at a high level like the big players out there -even leasing- servers or equipment, it is still profitable... just do the math with the amount of customers they advertise they have (which can be much less of course), the average cost per package they offer, the amount of servers they might have and the companies they may have partnered for licensing... that not only gives you an average range in income and outcome amounts but also how many websites might be hosted per server, which I think is very interesting..
    (I'm not mentioning any company in particular, just any big one)

    Have a great new year 2014, I hope is full of blessings for everyone and sales for everyone!
    Thanks for your reply Chris. I agree -- CloudLinux is definitely a double edged sword. It keeps the bad guys out, but it also limits the amount of resources that each account can use. Moreover, many providers assume that because they're using CloudLinux, there is no need to carefully monitor server loads. So absolutely, CloudLinux can do harm and good. But in my experience it does more good than harm

    Happy New Year to you too!
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  5. #5
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    I believe potential shared and reseller clients should ask the incumbent provider what are the CloudLinux cpu and memory limits set. Ive heard as low as cpu = 5 and as high as cpu = 25
    JixHost | U.S.A. based hosting & support for 8+ years. | Powerful, reliable network.
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  6. #6
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    I don't know why I love this review so much that I had fun reading it. Totally worth it to all potential and current clients that felt the same way like I do.

    Thumbs up Alan
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  7. #7
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    Quote Originally Posted by Faris Aziz View Post
    I don't know why I love this review so much that I had fun reading it. Totally worth it to all potential and current clients that felt the same way like I do.

    Thumbs up Alan
    Thanks. I remember reading your EZPZ hosting review and hearing that you had hundreds of accounts on your reseller and I set that as my personal goal
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  8. #8
    Thanks for the detailed review! Looks like the general consensus of Innohosting being a quality reseller hosting provider hasn't changed.
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  9. #9
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    Nice review! EZPZ hosting is providing master reseller and innohosting is providing only reseller hosting. I think that's why innohosting quality is higher than ezpzhosting.
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  10. #10
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    I have also found that EZPZ seem to lose and ignore end user support tickets.
    Unhappy with your current host? Take at look at The Pro Host
    Daily Backups|Guaranteed 99% uptime|Friendly support
    What else do you need?
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  11. #11
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    Quote Originally Posted by The Pro Host View Post
    I have also found that EZPZ seem to lose and ignore end user support tickets.
    This is true.

    However, Dan sent out an email where he looks to be attempting to save face & improving on the end user support situation.

    In 2014 we're going to be focusing on improving a number of areas of the service we provide to our customers with the help of your feedback.

    The first on our list is the end user support system provided to all resellers. This is a simple WHMCS module that allows us to take care of the sales, support and billing tickets submitted by your clients.

    We're going to be building a new end user support system from the ground up and we'd like your feedback and ideas. Is there anything you'd like to see included in the module, for example time based schedules, ClientExec support or an SLA?

    To add, view, vote on and discuss the suggestions please visit http://feedback.ezpzhosting.co.uk/fo...t-improvements

    With your help the system will be rebuilt so it's easier to use, gives you greater control over the support provided and ultimately, faster response times.
    Looks like things are headed in the right direction
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  12. #12
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    Nice detailed review.
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  13. #13
    Thank you for your review it was very detailed.I did wonder about EZPZ hosting, Hight end support as I have read one bad review about it and he has said in the past that he was going to improve it, but I guess he is still has not done it.I am using dans company for my one web site and I am very happy with his service.I guess if I was going to get resellers account and I wanted high end support and after reading this review then InnoHosting would be my frist choice, as I work full time and could not be at home to offer support.
    Last edited by Ninjapanther Hosting; 01-05-2014 at 02:25 PM.
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  14. #14
    i just moved ezpzhosting from one month ago
    due to some issue
    now I am quite happy with my new provider
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  15. #15
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    Same here, left EZPZ end of 2013 due to poor service in the last few months which became dire at the very end. Problems were almost daily and yep, in the end, tickets not even replied to and when chased up, got poor responses.

    I noted they offered end user support but wouldn't have dared gone there with my end users, given that tickets were not ever the best replies, though agreed Dan's were the most helpful. Support needs to be thorough, polite, and aim to resolve the problems so your customers stay with you.

    I moved to webhostingbuzz and on Saturday we got hit with a ddos attack. I will update about that in my other thread as an update, as I plan to be fair and factual to all.

    I would say that although ezpz appear to be value for money, therein lies the key word...."appears". If you suffer few problems, then yes it is excellent value. But the minute you start experiencing regular problems and poor support on top of that as well, then really, all that glittered simply was not gold.

    I would never compare 2 hosting companies on just their price and their list of inclusive hosting features. Their service levels (i.e ticket support responses)and overall server and systems reliability have to play a big part in exactly what you get for your money.

    I pay a bit more with WHBuzz than I did at Ezpz, but I do not expect very high standards of my own....I expect the very high standards that the web hosting company claims to meet. The service levels and server system reliability they claim to give. If you are going to advertise it, then you really ought to be practicing it in real-time.
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  16. #16
    Xperter

    Who is your new provider ?
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  17. #17
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    it's in the thread
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  18. #18
    "i just moved ezpzhosting from one month ago
    due to some issue
    now I am quite happy with my new provider"

    Do not see it ...
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  19. #19
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    I thought you were referring to the original poster. You need to say which member your post question is aimed at otherwise no one can tell who you are asking that question to.
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  20. #20
    We mostly see positive reviews for Innohosting for years. This demonstrates the quality of their services. But now they must increase the resources(disk space, bandwith..) of their reseller hosting plans.
    DomainCart - Domain and Hosting Shopping Cart with Integrated Bootstrap Hosting Template.
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  21. #21
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    Nice review. Hope this helps others.

    Many Many years back we used EZPZ and then InnoHosting.

    * EZPZ had lot and lots of downtimes..
    * Innohosting was good and i was able to grow as well. But problem was with SPAM mails populated and finally had to move away.
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  22. #22
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    InnoHosting I do not know, but I know that ezpz has always been a good provider, they have always had downtime problems, their support was their strength.

    Lately, the support of ezpz has become really poor, they respond after several hours and almost never do not resolve the problems, I would not recommend it.
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  23. #23
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    I have also moved from ezpz to Innohosting
    Unhappy with your current host? Take at look at The Pro Host
    Daily Backups|Guaranteed 99% uptime|Friendly support
    What else do you need?
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  24. #24
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    Quote Originally Posted by The Pro Host View Post
    I have also found that EZPZ seem to lose and ignore end user support tickets.
    I also feel that.
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  25. #25
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    Hi
    I was with ezpz, I remember they had very high Load Averages on UK servers.
    According your experience, what is the situation today?
    Thanks
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  26. #26
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    Quote Originally Posted by darwin7 View Post
    Hi
    I was with ezpz, I remember they had very high Load Averages on UK servers.
    According your experience, what is the situation today?
    Thanks
    I had a total of three reseller accounts with them. Strangely, I've had more issues with the server called "Cronus-Dal" than any other. On the UK server (at least the one where I am), the load averages seem acceptable. I do have to say, though, that the loads are higher than what I would consider "comfortable"
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  27. #27
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    Quote Originally Posted by AcclaimedHost Alan View Post
    I had a total of three reseller accounts with them. Strangely, I've had more issues with the server called "Cronus-Dal" than any other. On the UK server (at least the one where I am), the load averages seem acceptable. I do have to say, though, that the loads are higher than what I would consider "comfortable"
    I have an accont in Cronus-Dal too but not know issues other than the low disk space and high loads. I already requested to move out of that server. I believed that they are able to improve and I have high faith in them, thats why I am still sticking with them.
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  28. #28
    Same here, I'm on Cronus-Dal as well. Several nights ago was particularly bad. It was taking over 4 minutes to load a small wordpress page.

    I've been with ezpz for 2 years. I've found that they go through these patches where their servers get really heavy loads. Seems to be every 6 months, I'll start having trouble. It usually happens at the most inopportune moments for me. I remember back in the spring or summer I was on US07 and it was a nightmare.

    I'll be leaving soon. I already have my new host narrowed down to 2 possible companies. However, both of them charge a fair bit more than ezpz
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  29. #29
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    Loxy, I moved to web hosting buzz, just a few pounds more per month than ezpz and overall, you get treated far better as a customer than at ezpz. You only have to see the replies ezpz gave me to realise they don't really care that much about client retention.

    You should not put a hosting provider before your business, there is no brownie points and no guarantees for playing the dutiful, loyal customer. That's what I also though.....give benefit of doubt. I soon learned that when you give benefit of doubt more than a couple of times you need to take the rosy specs off and put your business first.

    Clearly, if you give benefit of doubt and they don't take advantage of that loyalty, they are worthless as a provider.... they are just mickey-taking, and pushing their poor service as far as they can get away with it. Sounds to me, after a lot of reading of comments here and elsewhere, that they are cutting corners and don't invest in improving their resources and staff to achieve what every business should - 100% client retention. That's not possible, but that's what you aim for none the less.
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  30. #30
    Quote Originally Posted by StableHub View Post
    Nice review. Hope this helps others.

    Many Many years back we used EZPZ and then InnoHosting.

    * EZPZ had lot and lots of downtimes..
    * Innohosting was good and i was able to grow as well. But problem was with SPAM mails populated and finally had to move away.
    Dan had a very good hosting company many years ago but not any more.He has said that he had hired one more tech and he says things will improve.But what is his accuse for his bad server loads.I think all he cares about is how much money he is pulling in and does not care about the customer anymore and losing customer might be the wake up call he needs to get his service back to how it was years ago. Were you could do a search on his company and find no bad reviews on ezpz hosting.
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  31. #31
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    Quote Originally Posted by Ninjapanther-Greg View Post
    Dan had a very good hosting company many years ago but not any more.He has said that he had hired one more tech and he says things will improve.But what is his accuse for his bad server loads.I think all he cares about is how much money he is pulling in and does not care about the customer anymore and losing customer might be the wake up call he needs to get his service back to how it was years ago. Were you could do a search on his company and find no bad reviews on ezpz hosting.
    I think it is a little too early to say that. He is likely just suffering from growing pains. We don't know yet that there has been an EIG style acquisition. I'm personally giving him the benefit of the doubt.
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  32. #32
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    Quote Originally Posted by AcclaimedHost Alan View Post
    I'm personally giving him the benefit of the doubt.
    Closed by request.
    If you donít like the road youíre walking on, start paving a new one.
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