I've been with surfspeedy since 2002, who host a couple of my shared server accounts, both of which have bandwidth usage being on the low side of the scale. In this time I've endured my fair share of issues, unfortunately many of which have been related to the site/s being down, testing at times but rightly or wrongly I've always stayed a loyal customer.
What’s normally occurred whenever I've encountered a serious site outage is to open a new support ticket, Surfspeedy support staff converse via the ticket until the issue is resolved, each ticket having a specific code becoming a record of the problem, kept within surfspeedys database.
Most may know Surfspeedy has a 100% uptime guarantee, so I sometimes (not always), open a ticket to billing asking for credit due to downtime and reference the related support ticket, they then credit the account for the downtime. To be honest, I’m not really that interested in the small amount of credit, the purpose for this is to hopefully try and encourage surfspeedy into reducing the frequency of site outages, I’d much prefer to have the site up, than sort out these sort of issues.
I have a recurring DNS site outage at the moment and again opened a support ticket; the site can be down for long periods of time which is very frustrating, many within our club reference the site for work, which is also used to pool in new members.
I opened a support ticket, directed billing to the support ticket as before, whilst doing so I also noticed another billing ticket requesting credit due to outage left on hold since early May this year, which stated they were looking into the issue and would get back? (Since April this year a couple of our members frustrated with the frequency of downtime we have encountered, suggested joining an uptime monitoring service). Being a free/voluntary enthusiasts club, I found two or three ‘none fee paying’ services, directed them to monitor both sites URL’s which have always seem to be very consistent recording outages when I’ve checked the sites. I happened to mention, if required, I could provide evidence for Mays unresolved downtime due to joining an uptime service and then things took a different turn.
They wanted to know which service I was registered with and then quoted surfspeedy agreement policy which being honest, I’ve never seen before, stating that they only recognise two uptime monitors, both of which are not free and are quite costly. They then requested that I provide evidence for Mays issue and also the one that’s ongoing at the moment, refusing to look at the related surfspeedy support ticket/s to credit them as per on previous occasions?
Its was someone called '--Tina' dealing with it, so I requested that the owner of the Surfspeedy (Steve) review this due to what had occurred on previous occasions, I then got a surprising reply reportedly passed on from Steve, that if I’m not happy with the service I should cancel the account and a link provided to their cancellation form?
Out of frustration I stated to Steve at being very shocked at his reply, I couldn’t understand his response after all the time I’ve been with them and that I felt like airing the issue on hosting forums to possibly help find a better Hosting service.
Back came the same reply, refusing to credit my account using records within their support ticket service, and still adamantly wants data from the two costly uptime services, once again reminding me to cancel the account if I’m not happy with their service and the link.
Through thick and thin, I think I’ve always been honest and civil conversing with surfspeedy, it now seems all these years of customer loyalty has ceased to account for anything anymore and I feel we’ve been let down, forcing me to make the decision to move our clubs accounts to another hosting service. Unfortunately I’ve never done this before so not sure how to go about it, we have three URL’s (two registered via surfspeedy) and two sites, one of which runs a forum, database PHPbb backup approx 125mb in size, anyone with any advice, would be appreciated.
What’s normally occurred whenever I've encountered a serious site outage is to open a new support ticket, Surfspeedy support staff converse via the ticket until the issue is resolved, each ticket having a specific code becoming a record of the problem, kept within surfspeedys database.
Most may know Surfspeedy has a 100% uptime guarantee, so I sometimes (not always), open a ticket to billing asking for credit due to downtime and reference the related support ticket, they then credit the account for the downtime. To be honest, I’m not really that interested in the small amount of credit, the purpose for this is to hopefully try and encourage surfspeedy into reducing the frequency of site outages, I’d much prefer to have the site up, than sort out these sort of issues.
I have a recurring DNS site outage at the moment and again opened a support ticket; the site can be down for long periods of time which is very frustrating, many within our club reference the site for work, which is also used to pool in new members.
I opened a support ticket, directed billing to the support ticket as before, whilst doing so I also noticed another billing ticket requesting credit due to outage left on hold since early May this year, which stated they were looking into the issue and would get back? (Since April this year a couple of our members frustrated with the frequency of downtime we have encountered, suggested joining an uptime monitoring service). Being a free/voluntary enthusiasts club, I found two or three ‘none fee paying’ services, directed them to monitor both sites URL’s which have always seem to be very consistent recording outages when I’ve checked the sites. I happened to mention, if required, I could provide evidence for Mays unresolved downtime due to joining an uptime service and then things took a different turn.
They wanted to know which service I was registered with and then quoted surfspeedy agreement policy which being honest, I’ve never seen before, stating that they only recognise two uptime monitors, both of which are not free and are quite costly. They then requested that I provide evidence for Mays issue and also the one that’s ongoing at the moment, refusing to look at the related surfspeedy support ticket/s to credit them as per on previous occasions?
Its was someone called '--Tina' dealing with it, so I requested that the owner of the Surfspeedy (Steve) review this due to what had occurred on previous occasions, I then got a surprising reply reportedly passed on from Steve, that if I’m not happy with the service I should cancel the account and a link provided to their cancellation form?
Out of frustration I stated to Steve at being very shocked at his reply, I couldn’t understand his response after all the time I’ve been with them and that I felt like airing the issue on hosting forums to possibly help find a better Hosting service.
Back came the same reply, refusing to credit my account using records within their support ticket service, and still adamantly wants data from the two costly uptime services, once again reminding me to cancel the account if I’m not happy with their service and the link.
Through thick and thin, I think I’ve always been honest and civil conversing with surfspeedy, it now seems all these years of customer loyalty has ceased to account for anything anymore and I feel we’ve been let down, forcing me to make the decision to move our clubs accounts to another hosting service. Unfortunately I’ve never done this before so not sure how to go about it, we have three URL’s (two registered via surfspeedy) and two sites, one of which runs a forum, database PHPbb backup approx 125mb in size, anyone with any advice, would be appreciated.
