Web Hosting Talk : Web Hosting Main Forums : Web Hosting : Tera-Byte Has No Support At All

[Pryme]

We purchased a virtual server from Tera-Byte one week ago and we have sent an e-mail to ask couple of questions. We got no reply and 3 days later we sent the mail again. However there's still no reply. So we are wondering why the e-mail address 'support@tera-byte.com' exist if the e-mails are not replied?

[neha]

tera-byte has one of the fastest supports unless something odd happened in the last 2 days. You could have used the form in the site or use noc@tera-byte.com

[-Edward-]

Thats not true,

I sent two seperate support emails in yesterday and both got answered in under 20 minutes.

[kb@iy-2]

I've used tera-byte for several things and have found that in some instances I was able to recieve support in less than ten minutes. They have one of the quickest support teams I have ever seen.

- kb

[stefant]

It took several hours and a phone call to get my account up a on a Saturday. After that all my questions were answered very quickly.

[Angel78]

i agree tera-byte is very veryyy quick

[Deb]

So we are wondering why the e-mail address 'support@tera-byte.com' exist if the e-mails are not replied?

When the host is known for offering speedy support I tend to look toward the sender. What I mean by this is all too often the email address the sender provided was incorrect or confused with another address.

Common Problems Include:

1) The email address provided errors. Often the email address bounces back or is unreachable for a multitude of reasons. Double check the email address you provided to the support department. Actually send an email to that address to be sure it is receiving ok.

2) The sender is checking the wrong address. I've seen this happen quite a bit. The sender sends the support request from Abc@abc.com but is checking 123@123.com for the response, forgetting that they actually sent from the other address.

Not to insult by any means but it is surprising how often folks who complain of "no response" have, unknowingly, failed to ensure the host can actually respond.

[Nam]

I used to host with them, they have the best support team out there.

[Mike the newbie]

Since I have a "day job", I tend to send in my support requests to Tera-Byte at off hours. Weekday mornings at 7am Eastern Time (i.e., New York City), Sunday evenings at 9pm, Saturday mornings at 7am, etc.

The answering of the support questions was quick, usually within a few minutes, an hour or so for the tougher ones.

I send in my support requests to support@tera-byte.com.

What email address did you send the support request to? Did you receive the auto-reply acknowledgement with a queue number from their support-request tracking software?

[mouzaia]

Not true, tera byte is VERY cooperative, their support is perfect.

[Archbob]

I like to say tera-byte has one of fastest supports there is. I'm an affiliate of them and they always answer within 24 hours.

[metalcrypt]

Originally posted by mouzaia
Not true, tera byte is VERY cooperative, their support is perfect.

Well, not perfect. They screwed up my account (can't upload) and they say there's no problem. I'm stuck with a web site I can't update. Sent many e-mails, even called twice (the second time the guy didn't even let me talk.) That sucks because so far I've been satisfied, but if they've decided to ignore my support request and I can't update my site, I don't have much choice but to move somewhere else. argh

[tangoking]

I just moved my site from Tera Byte a couple of days ago. I had an account with them for a year and the support was good. Then I upgraded to another plan less than a month ago. At that time problems were already starting . The server I was on was down at least two or three times a week, once for 7 hours! Support didn't help at all. Just said server was fine and that there were no problems. It took weeks of writing to support, almost daily, and getting short answers. Some times it took a day or two to get a response.

Finally, they admitted that there was a problem with the server I was on and that they will monitor it! At that time I had had enough. Since I was within the 30 day money back guarantee for the new plan. I requested a refund. One support person said it was no problem, then a couple of days later when I inquired again another told me that I can't get it. Then another told me that they will deduct the month I used, and implied that I should be glad that I'd get a refund at all!

I'm still writing to them about the refund and getting the cold shoulder. I've moved already to Aletia. What a relief! I wouldn't recommend Tera Byte to anyone.

[niekas]

My expierence with tera-byte also negative. I wouldn't recomend it anymore. They charged me for bandwidth 190$ for the month of august. My statistics didn't indicate any increase on visitors or pageviews (webtrends). After i asked them to provide log files they said something isn't working and they do not have log files.
I left them after (i think 15 months of service with them).
tera-byte is not tera-byte i used to know

[Angel78]

Im with tera-byte for the last 8-9 months. There were few "troubles" (data lost trough disk failure, no disk space after jus 40-50 mb upload,it was a 200 mb account..etc) but most of that was fixed within 1-3 days.(or even less) I think that they are ok but things can get worse. And yes i think that it would not be a such big deal to offer a few goodies like : subdomains and live webstats(not that cobalt crap)..etc.