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  #16  
Old
Junior Guru Wannabe
 
Join Date: Feb 2008
Posts: 96
Quote:
Originally Posted by mdrussell View Post
The plans are tiered for a steady upgrade path, but also take into account the likely resources (cpu/memory) the reseller account will be using at certain account levels.
Understandable...but then why have unlimited cpanel accounts at the next level up (50GB/$25)? Wouldn't CPU resources be more strained if one were to sell too many accounts under that plan?

Quote:
Paypal and CC's are accepted, it's too much of an admin hassle dealing with 1000s of check payments for $5 every month, so we just use automated payment methods.
Also quite understandable...small payments by PalPal every month can be a hassle too, though a very small one, if one has to keep making them. I had meant a lump sum payment when talking about MO, check or W/U.

As for the lack of domain reseller account (such as the ubiquitous enom feature on so many plans), I guess your company has no thoughts on that. Fair enough.

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  #17  
Old
The infamous....
 
Join Date: Nov 2001
Location: London
Posts: 4,644
Quote:
Originally Posted by Sampdoria View Post
Understandable...but then why have unlimited cpanel accounts at the next level up (50GB/$25)? Wouldn't CPU resources be more strained if one were to sell too many accounts under that plan?



Also quite understandable...small payments by PalPal every month can be a hassle too, though a very small one, if one has to keep making them. I had meant a lump sum payment when talking about MO, check or W/U.

As for the lack of domain reseller account (such as the ubiquitous enom feature on so many plans), I guess your company has no thoughts on that. Fair enough.
It's finding the balance, and we think we've got it right with the reseller accounts. I'll certainly raise it at our next price review meeting though.

Honestly, with bank charges and tracking it, it's much easier to do Paypal and CC. Particularly when your billing software does it for you.

Domain name reseller accounts... we'll be offering something superior to Enom's but it will be Q2/Q3 2008.

__________________
Matthew Russell | Namecheap
Twitter: @mattdrussell

www.namecheap.com - hosting from a registrar DONE RIGHT!

  #18  
Old
Junior Guru Wannabe
 
Join Date: Feb 2008
Posts: 96
Quote:
Originally Posted by mdrussell View Post
It's finding the balance, and we think we've got it right with the reseller accounts. I'll certainly raise it at our next price review meeting though.
That is both understandable and admirable...balance is improtant. As I said, I like your plans on the whole, and if one really wanted 80 cpanel accounts, they could just get 2 $10 plans.

Quote:
Honestly, with bank charges and tracking it, it's much easier to do Paypal and CC. Particularly when your billing software does it for you.
Sure. I can respect that 100 percent.

Quote:
Domain name reseller accounts... we'll be offering something superior to Enom's but it will be Q2/Q3 2008.
So, in other words, all I have to do is be patient? No problem...I'm not in any hurry, as I still have some homework to do when it comes to this business.

The addition of domain reselling to your plans would almost definitely seal the deal for me...

Thanks for taking the time to reply.

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  #19  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
I'm here because I'm with WHB. I'm researching a new hosting company because today was the final straw. And yes, I'm a newbie here, but hey, I've been with WHB for 3 years and have solid experiences with them. Most of them being bad. I wouldn't normally post things like this, but while researching a new hosting company, I saw this thread and thought I'd add my 2 cents.

I started with WHB in Oct. 2005. I just wanted some place to host my photography. Image sizes were on average 100-200kb each only, so it's not like I was requesting a whole lot.

I'm still trying to remember what my package was supposed to include, but all I really cared about was diskspace and bandwidth. But I signed up for the ecommerce package which I thought included something in the lines of one or 1.5tb bandwidth per month and 7 or 8gb of disk space.

Looking at my account status, my account shows almost 1gb of space used out with 6gb free. Also that since October 2005, I use anywhere from 200mb to 3gb transfer per month, but on average, it's about 1gb per month.

Yesterday, I tried to upload a couple of images and I get this:

550-Quota exceeded: default.htm won't be saved
550-29951 files used (149%) - authorized: 20000 files
550 1612015 Kbytes used (15742%) - authorized: 10240 Kb

I figured it was WHB servers messing up as usual and let it sit. Tried again this morning and same thing. So I opened a ticket.

I get this response"

Quote:
Dear customer.

If you want to take more free space or allocate more files, you must upgrade the account.


We are forwarding your request to billing department.
Regards,
Ivan U.
I didn't send a ticket in to request more space (and pay more I'm sure). I sent a ticket in to inquire where all my space went!

That's this weeks problem. Uptime for me in general with WHB has been an estimated 75%. Did I test? No. This is my experience. 1 out of 4 tries of reaching my website fail more or less.

I don't have continuous things happening on my website. It's small and low traffic for the most part. It seems that quite often, when I actually send a link to an image, someone comes back and tells me that the link doesn't work for them. However, it does work for others at different times of the day, so it's not a bad link.

One out of the four times that I try and ftp to my website, I can't. OR, it just sits there at the login for a few minutes. Quite often, when I do get into FTP and try and upload say, 100 small HTML files (1-5kb each), WHB will drop the connection halfway through.

My experience with support there has been poor, like has been mentioned in other posts, almost rude.

I know my uptime "stats" aren't true to form, but, my experiences are listed above and the perception of it being that low is there.

As soon as I find enough good reviews on a new host, I'm out of WHB.

Bryan

  #20  
Old
The infamous....
 
Join Date: Nov 2001
Location: London
Posts: 4,644
Bryan,

You've been a customer of ours for 3 years and have had all of these problems, yet you have only sent in 3 tickets in the 3 year history? I'm sorry, but I find this a little strange.

Technology can break and servers will never run perfectly, but we maintain ours amongst the best out there. What's more, if you have an issue, why not get in touch with our support. I also checked on the response times; the longest you have had to wait on any of these 3 tickets is 25 minutes.

You are using under 1GB of your disk space allocation and we succesfully managed to upload to your account. If you need help double checking FTP settings then we'd be more than happy to do so. However, you need to actually contact us first for us to do this.

I'll close on saying our uptime is monitored from 2 remote locations at intervals of 60 seconds. We don't change the figures; you'll see uptime occasionally dips if there is a hardware failure. But we're an ethical company and we certainly don't hide this, infact we even post it on our blog.

We'd be happy to help you resolve issues and I'd love to make you a satisfied customer once more but we really do not have much to work with.

__________________
Matthew Russell | Namecheap
Twitter: @mattdrussell

www.namecheap.com - hosting from a registrar DONE RIGHT!

  #21  
Old
The infamous....
 
Join Date: Nov 2001
Location: London
Posts: 4,644
Oh, as a follow up, Ivan's response could have been better. He's new on the team here and still training and I will mention this issue to him. We did fall short on this.

__________________
Matthew Russell | Namecheap
Twitter: @mattdrussell

www.namecheap.com - hosting from a registrar DONE RIGHT!

  #22  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
Matt,

First, in public, I appreciate the personal attention you're giving this issue.

Why only 3 tickets? When I first signed up, I was a busy guy. My job in IT took me around the states supporting billionaires and my days were long at 16-20 hour days and still had a family to hang out with.

The last thing I wanted to do was to create a ticket for known issues that I saw were happening to other users on your support forum and have to monitor and jugle with over my own support issues. I basically left it at "it'll be better in an hour-24 hours.

I'm not too clear on how your ticket system works, but every system I've worked with, the ticket number stays the same. Forever (unless a system change is done and the tracking is different of course).

My records get a little confusing because of this. Why the change between the XAH and RFA #'s?


One ticket I opened up for out of disk space (#XAH728049/#RFA-125726) on 6/22/07 at about 6:25am for instance. I opened the ticket, got an automated email response back at 6:26am with nothing but ticket information and a status of "Awaiting Staff Response". At 10:09am, I get another email update with exactly the same information.

I think this is where it moved to the web where I posted

"Panda has been out of disk space for the last 20 hours that I've been trying to update my webpage.

Is anything being done to correct this!?

Bryan"

And Vladimir A replied back at 12:45pm with they are working on it and will update when it's fixed.

On 6/25, 3 days later, I start getting emails saying that the ticket is being closed because support hasn't heard from me in 72 hours. I got 3 of these emails between 7am and noon. Ok, the one at 7am said that support hasn't heard from me in 72 hours and if I'd like to consider the issue to be resolved, but the next two said closing.

My sleep hours were about 4am to 8am at the time and I never had time to look at personal email until later in the day.

So, I posted a response on the web at around 2pm with all the information about the emails and that the ticket was closed and that the capacicty was still not fixed.

I was finally just moved to another server and got updated at 10:25pm on 6/25 to fix the issue.

So, in reality, I got an automated response immediately to this issue. I got a real response a little over 6 hours after submitting.

I still don't know why on earth the ticket was waiting for a response from me for 72+ hours since nothing had changed since Vladimir said he'd let me know when it was fixed.

You're correct, I should have created more tickets. But, like people clicking on a link that I send them and it not working. I deal with people around the world and quite often, they send me a message after I've gone to bed and by the time I wake up, it's working again.

Keep that in mind for this. Why should I spend the time creating a ticket for my website being unavailable when I know you guys know it's not available and you're "working on it" and my ticket won't speed up the process one bit?

Goes back to my ftp thing. I read all over your support forums about people having the same ftp issues, can't get in for 10-15 minutes or having to wait during the login for a few minutes...

Where I used to work, if I heard a lot of "the little people" complaining about something, I'd do something about it. Fix it myself or let the proper group know about it and make them fix it quick. I know the support world of today requires a ticket to be submitted for support to do anything other than pick their nose. It's not just your support, it's most people's support, so take it with a grain of salt. It's just not the way I used to run my help centers.

I may not leave WHB, I don't know. I just know that I'm actively seeking another provider, but looking around here at personal testiments, everyone has really good reviews and everyone has really bad reviews. Heck, even the host I'm considering, host gator, someone had such a bad experience, they put up a website dedicated to voicing their bad experience with them (www .hostgator-sucks .com).

Matt - I do apologize if I come off as being rude or tough, but it's the way I was brought up in the industry and if something's not at least 100%, then something needs to be fixed or someone needs to be fired.

To the rest of the readers, Matt is cracking the whip for me and is working on the issue. At this time, Support made an adjustment changing my "authorized 20,000 files" to 30,000 which is only 49 more files more than I currently have on the server, but did nothing to adjust the allocated space yet and is still set to 10MB when I should have at least a few GB. He has been notified and is working on it.

Bryan

  #23  
Old
Web Hosting Master
 
Join Date: Feb 2004
Location: Sacramento CA
Posts: 3,131
I don't have any personal experience with WHB and I'm glad to see them take a proactive stance here in WHT, that's always a good sign to see an active presence (at least IMHO).

Having said that I would be more then a bit concerned about the pricing/resources ratio, 1TB of bandwidth for $35/mo strikes me as fairly significant overselling. Now if WHB can pull that off while still providing quality service and support then awesome! But I'm a cautious fellow and I tread carefully with my accounts.

@swampy101
You've been with them three years and have put up with all these issues for that long? Was it fine for awhile and it got worse or what? I have trouble understanding why anyone would stick around for THREE years with (what you claim to be) bad service even for a personal website.

  #24  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
Like I said, I was a busy guy. Service started out good, I had no issues. During all of this hustle at work, once a year, I'd also take off 3 days to shoot the military performers at the Miramar Air Show in San Diego. Donating my time and photographs to them. Matt can see in my stats, particularly 2005 and 2006 where in October, the bandwidth really jumped up. It was this air show that actually made me switch from my own server on 1.1 up and down dsl to WHB. That first year, things went really well with them, hardly any issues. in 2006 is where the service started to go down hill to where it is now.

Since I changed profession's, I've had a lot more time on my hands and finally have the time to get fed up and do something here.

All I can give you is my experiences above. The times that I couldn't get to my website, sometimes I'd look and ftp to it fine. Or if I couldn't ftp to it, I could get to the website. No matter what, when one or the other was down, I could ping the address as well.

That said, I gotta guess that some of the uptime stats are a little fluffed up. Sure the server was available. But the services on that server were not.

  #25  
Old
Retired Moderator
 
Join Date: Oct 2002
Location: EU - east side
Posts: 21,913
Quote:
550-Quota exceeded: default.htm won't be saved
550-29951 files used (149%) - authorized: 20000 files
550 1612015 Kbytes used (15742%) - authorized: 10240 Kb
Quote:
At this time, Support made an adjustment changing my "authorized 20,000 files" to 30,000 which is only 49 more files more than I currently have on the server
Opinions might vary, but if a host is limiting the number of files a customer can host (something that is getting rather common), I think the limit should be mentioned somewhere on the site (I didn't find it). With many relatively common applications having thousands of files, it can be a limit a customer can easily run into.

Quote:
I'm glad to see them take a proactive stance here in WHT
Yes, Matt's a good guy, I've no doubts about that.

  #26  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
The odd thing is that this all just popped up all of a sudden so WHB changed something in the middle of the night.

I've had over 20,000 files on the server for months and the error saying I'm only authorized for 10mb when I should have 6 or so gigs of space allocated.

An hour ago, a different tech (Alexey K) updated my ticket with:

Quote:
Hi,

I have modified pure-ftpd.conf as you request.
Please check it now and contact us in case of any further troubles.
Regards,
Alexey K.
A better attitude from this tech than I've experienced and I'm almost good with the explaination of what was done. I would have liked to know what exactly was modified in the pure-ftpd.conf, but I'm not sure if it'd really be relevent to a lot of users and might confuse them or something. But I'm pretty fluent about what's going on with servers and would like to be able to say "why the heck did you do that?!" Or "You're looking in the wrong place, try here".

With the errors that I'm getting, it would appear that someone set my quota really low, maybe a batch job in the middle of the night to reset a group of users to make sure they were in the right quota limit was run and somehow I got mixed into the group by mistake.

I still don't understand the comment about not having to wait longer than 25 minutes with any of my tickets (with the example above - I have time stamped emails to prove it all and WHB's ticket system is also coinciding with the delays). Again with this ticket, last update was 12 hours ago.

Will keep updating here...

Bryan


Last edited by swampy101; 02-13-2008 at 07:05 AM.
  #27  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
And this is what I'm talking about with the confusing tickets. While I'm monitoring the tickets through email, if I log into my account on WHB, I show two open tickets, one waiting for staff response with nothing but my original text in it, and the second one with my original text and the whole trail of what's been going on.

Why two tickets?

VJO-463838: Can't upload files
13 Feb 2008 10:44 AM Bryan | Awaiting Staff Response | Urgent | Technical Support

BAA-132217: Can't upload files
13 Feb 2008 11:10 AM Bryan | Awaiting Staff Response | Urgent | Technical Support


Last edited by swampy101; 02-13-2008 at 07:28 AM.
  #28  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
Interesting. They're changing my disk space allocation in the wrong place.

Yesterday, when I check cpanel for my account, It said:

Disk Space Usage 978.13 Megabytes
Disk space available 6021.87 Megabytes

This morning, it says:

Disk Space Usage 0.03 Megabytes
Disk space available Unlimited Megabytes

Where ever they changed it, it's the wrong place and a good troubleshooter should have known this since the error I'm getting is that my quota is only 10mb and previously in Cpanel, my space was set to 6gb.

It's not my FTP program either.

Before I even attempt to upload any files, right at login, I get the message:
230-29951 files used (9%) - authorized: 300000 files
230 1612015 Kbytes used (157%) - authorized: 1024000 Kb

Whether it be from my file manager or if I ftp in from a dos prompt.

  #29  
Old
Newbie
 
Join Date: Feb 2008
Location: Larkspur, CO
Posts: 9
Back to the double ticket thing.

So I just got updated on BOTH tickets this time.

The ticket with only my issue in it, the BAA ticket was updated by yet another tech with:

Quote:
Dear Customer,

Your quota-related issues is fixed, please check.
Looking forward to your answer.
Regards,
Evgeniy L.
Uh, it's not fixed.

Then 7 minutes later, the other ticket with the whole trail in it was updated with:

Quote:
Dear Customer,

For us to be able to help you, please provide to us your login information (login and password to FTP).
Looking forward to your answer.

Regards,
Evgeniy L.

  #30  
Old
The infamous....
 
Join Date: Nov 2001
Location: London
Posts: 4,644
Bryan,

As mentioned, I suspect the ticket ID is being removed when you reply via email and the helpdesk was parsing it to a new/different ticket.


Dan, we don't place file limits (I know plenty do) on how many files you can upload. The limit shouldn't have been in place and has thus been increased and we'll set it to something that is very unlikely to be hit in due course -- most of our system administrators have been working on kernel upgrades in the last 24 hours, for obvious reasons.

__________________
Matthew Russell | Namecheap
Twitter: @mattdrussell

www.namecheap.com - hosting from a registrar DONE RIGHT!

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