I've been hosting with LiquidWeb for 1 year and 2 months.
Until recently I didnt have to use their support for anything.. my sites were running fast and fine.. I even upgraded my VPS as I planned to host more websites on the server..
This is the story of my 4-5 days of downtime that made me realize that LiquidWeb wasn't all that they claimed they were.
After my site recently suffered a SMALL DDoS attack *which they claim they can handle* I found out what their "Heroic Support" really meant.
Day 1: I get e-mails from my server that httpd is crashing -> Their sonar monitor goes off after 5 e-mails.. someone says their investigating it.
THe support rep says that it has stabilized, but doesnt look through logs to see why.
The server goes slow the rest of the day so I check the logs myself and notice a single image file being requested by a lot of IP's. I tell the support in my ticket and they tell me that if my server was on a Dedicated Server it could handle the attack. *at the time I was on a vps*
I setup a .htaccess file and divert the attack..
Day 2: I wake up and my sites down and theres a support ticket that says their Sonar Monitor has noticed my site wasn't responding. I woke up kind've late that day and noticed the ticket was opened 4 hours ago. I send a mail back with "????" They say that my site received a huge spike in requests. I go to the apache status and see a lot of GET HTTP 1.1 Requests for my main domain. So I call support and talk to Henry who says that there are 4 people currently working on getting my server back online.. !! 4 people! I thought WOW what a great support team. Henry says, "Benny from networking says that if you were on a Dedicated server it could definitely handle an attack of this size." So I ask to talk to sales. Sales account manager David tells me he can give me a good deal on a dedicated server. It's not the fastest server for the price but I figure I pay for the support. I'm told my dedicated server would be up in 16 hours.. I ask for the IP's that it will be on so I can move my name servers over. I then tell the support tech to note that I want the nameservers setup for me after I plugged them in the way I wanted it in GoDaddy host summary.
Day 3: I wake up to an e-mail with my new dedicated servers info.. unfortunately I log onto it and NOTHING is setup, no migration, no configuration. I call support AGAIN and ask what happened. They say that there was no migration ticket so they do it while I'm on the phone with them.
The main site gets setup right away but all the other sites hosted under the nameserver somehow do not go up. 6 Hours go by and they said that I'm getting DDoS'd again and that there is NOTHING I CAN DO because my server is being "brought to its knees"
I spend the entire day + Night on phone with their tech support and that night they tell me that their Networking manager isn't going to be around for another 4 hours because he was called away to Chicago for something..
Day 4: This morning I wake up to an e-mail from Nick C (liquid web's head networking person).. His e-mail says that they have done everything possible and cannot deter the DDoS. His solution at the end of the e-mail is a $700/mo rental for a Cisco 5510 hardware firewall.
I ask if they can install it temporaily to see if it works, and if I don't need it for long I could get a pro-rated discount.. The techy laughed.. Well at that point I knew I was going to be sharing my experience on WHT.
I ask if there is any cheaper solutions and they refer me to BlockDos.net $500/mo later and my website is protected from a small DDoS.
What I didnt like about LiquidWeb was that they were quick to upsell me and give me false hope in that having a dedicated server with them would bring my website stable. If I would've known I'd be paying $500 a month for a 3rd party to re-route my traffic I would never have upgraded. The fact of the matter is that their human error kept my websites down longer than needed to be. I lost a lot of business when they could've refered me to the 3rd party DoS specialists right away if they couldn't fix my problem. and What gives them the right to claim heroic support and make false claims about the staff they have when you pay extra $$$ for the support and they fail to deliver.
The best part is.. I spoke to 1 honest person who worked there after about 20+ calls and a different person every time.
I tip my hat to Will S. the only person there with a personality who didn't have me waiting on the phone listening to their breathing while they typed away into their little chat network where they ask other people there for solutions to callers problems. Will S told me I was entitled to a service credit for the downtime and being constantly lied to including being up sold into a service that ultimately failed me when promised otherwise. Will said he put a notation on my account for billing to credit me... Did I ever get that service credit? No. Did anyone else acknowledge that I was done wrong? No.
LiquidWeb made me feel like my site wasn't a priority to them. They could care less that I was losing business that was paying for their overpriced poorly managed hosting.
If you need frequent support and reliability is an issue I'd advise against LiquidWeb. More recently than ever their service has declined.
LiquidWeb Heroic Support Much?