Host Upon negative review #18939 by vastdream (vastdream@f...)
Host Upon got a negative review on and one official response on
vastdream ( vastdream@f... )
Deceptive practices, poor customer service
I've been with HostUpon.com about 6 months. All their claims and pricing looks great on the surface, all the right talk. Beware, once you get a lot of sites setup, magically there will be too much bandwidth being used. I mean, suddenly, out of nowhere it will shoot up and then they shut you off. That surge could be because of a bad CRON job, because two large backups tried to trigger at the same time, or too often... whatever the case, it happens all the time if you have a lot of sites with a lot of background operations going.
Maybe you forgot to set the auto backup back to one week, or maybe it somehow got set to 10 minutes (which was what I was told, but I didn't do that intentionally, if at all).
I think someone actually goes in and sabotages the usage just enough to put it over their internal trigger of 10% per client per hour, or whatever it is.
My problem is that they only replied once to me in 12 hours, and here is the reply... as you can see it contains no direction or solutions, other than for me to try their auto backup service.
Never mind that ALL of my sites are down, social sites, all of it for a day now. Appalling insensitivity, and really they are looking at the money they can make by getting rid of you and keeping your payment, getting rid of the bandwidth headache and pulling in another sucker with the window dressing.
I've had many hosting accounts, this is the second one so far to try and pull this on me. It's becoming common because it's hard to defend against or prove. They have all the marbles unless you file a lawsuit and force discovery through the courts. They know most people won't bother.
But, they deserve to lose business and customers that expect to be able to trust that they won't get the axe one day when they wake up, with zero warning and no way to access anything, no email, FTP, CPanel or websites, paid or not.
I can understand all of the measures, brutal or not, but what I cannot tolerate is being left in the dark with no coordination with tech support. What they do send is so cavalier as to be useless and patronizing. They always know the nice words, but they also know that if you cross them they can put you back another day or forever. Like I said, they know they are holding all the cards, so be careful before you entrust yourselves to them.
As of now, I would never recommend this company to anyone, especially any client or friend, unless you want to lose them. Most people won't have any issues with them because their sites are so simple and low bandwidth. But, that's not all of us, and they are selling specifically to US, we are their target market, but in truth, they're looking to upsell you anyway they can make it happen, by hook or by crook.
Well, that's my opinion, take it or leave it, but you wouldn't want to be me and facing the daunting task of moving everything again because they don't have enough server power to deal with any kind of overage of bandwidth. Their entire system slows down by their admission. Not impressed one bit really. All they have to do is target the specific problem, but they are capitalizing on it and they think we're too stupid to realize it. Most of us are, not all...
--------------------------------------------------------
Here is the first and last correspondence I've received after about 14 hours now and lots of emailing and posting my tickets:
02/02/2012 22:01
[Phone Number]
I am baffled and quite upset that my account has been suspended, I'm in the dark and no response from you guys.
Luke || Staff03/02/2012 01:30
Hi Greg,
We have noticed that you are trying to generate a full backup of your account every 10 minutes which is directly impacting on the server's performance.
Unfortunately we had no choice but to suspend your account as it is overloading the server causing it to become unresponsive.
Generating a backup every 10 minutes is extremely resource intensive and directly impacts on the server's performance.
As a side note - We provide an automated backup service with will automatically back your data up every hour.
With our Backup service you can request to restore a single file/folder or entire account as far back as 5 days or anywhere in between (Be it 3 days or 2 hours etc)
Thanks
.
I've been with HostUpon.com about 6 months. All their claims and pricing looks great on the surface, all the right talk. Beware, once you get a lot of sites setup, magically there will be too much bandwidth being used. I mean, suddenly, out of nowhere it will shoot up and then they shut you off. That surge could be because of a bad CRON job, because two large backups tried to trigger at the same time, or too often... whatever the case, it happens all the time if you have a lot of sites with a lot of background operations going.
Maybe you forgot to set the auto backup back to one week, or maybe it somehow got set to 10 minutes (which was what I was told, but I didn't do that intentionally, if at all).
I think someone actually goes in and sabotages the usage just enough to put it over their internal trigger of 10% per client per hour, or whatever it is.
My problem is that they only replied once to me in 12 hours, and here is the reply... as you can see it contains no direction or solutions, other than for me to try their auto backup service.
Never mind that ALL of my sites are down, social sites, all of it for a day now. Appalling insensitivity, and really they are looking at the money they can make by getting rid of you and keeping your payment, getting rid of the bandwidth headache and pulling in another sucker with the window dressing.
I've had many hosting accounts, this is the second one so far to try and pull this on me. It's becoming common because it's hard to defend against or prove. They have all the marbles unless you file a lawsuit and force discovery through the courts. They know most people won't bother.
But, they deserve to lose business and customers that expect to be able to trust that they won't get the axe one day when they wake up, with zero warning and no way to access anything, no email, FTP, CPanel or websites, paid or not.
I can understand all of the measures, brutal or not, but what I cannot tolerate is being left in the dark with no coordination with tech support. What they do send is so cavalier as to be useless and patronizing. They always know the nice words, but they also know that if you cross them they can put you back another day or forever. Like I said, they know they are holding all the cards, so be careful before you entrust yourselves to them.
As of now, I would never recommend this company to anyone, especially any client or friend, unless you want to lose them. Most people won't have any issues with them because their sites are so simple and low bandwidth. But, that's not all of us, and they are selling specifically to US, we are their target market, but in truth, they're looking to upsell you anyway they can make it happen, by hook or by crook.
Well, that's my opinion, take it or leave it, but you wouldn't want to be me and facing the daunting task of moving everything again because they don't have enough server power to deal with any kind of overage of bandwidth. Their entire system slows down by their admission. Not impressed one bit really. All they have to do is target the specific problem, but they are capitalizing on it and they think we're too stupid to realize it. Most of us are, not all...
--------------------------------------------------------
Here is the first and last correspondence I've received after about 14 hours now and lots of emailing and posting my tickets:
02/02/2012 22:01
[Phone Number]
I am baffled and quite upset that my account has been suspended, I'm in the dark and no response from you guys.
Luke || Staff03/02/2012 01:30
Hi Greg,
We have noticed that you are trying to generate a full backup of your account every 10 minutes which is directly impacting on the server's performance.
Unfortunately we had no choice but to suspend your account as it is overloading the server causing it to become unresponsive.
Generating a backup every 10 minutes is extremely resource intensive and directly impacts on the server's performance.
As a side note - We provide an automated backup service with will automatically back your data up every hour.
With our Backup service you can request to restore a single file/folder or entire account as far back as 5 days or anywhere in between (Be it 3 days or 2 hours etc)
Thanks
.
Hi Greg,
We offer 3 shared hosting plans and each of these plans come with a guaranteed amount of CPU, memory and disk I/O. These resources are dedicated to your account and when you max out the resources of your plan your site would be unavailable until the resources go back down. These resource limits are in place on our shared hosting plans so that one customers cannot effect another customer on the shared server.
Generating account backups every 10 minutes is not only going to max out your resources but it's just not practical on a shared hosting plan. You were on the Starter Unlimited plan and we offered you advice on how to configure your backups to run at non-peak hours and once a day.
Suspending customer account is not something we ever want to do and is a last resort. If it's effecting other customers on our network then we need to take action. We also provide alternative options for customers who need more resources and we'll do everything we can to provide you with the best hosting option based on your requirements.
Looking over your ticket, we responded within 10 minutes. Our support is all in-house and our average ticket response time is 15 minutes or less.
I'm sorry things did not work out for you however if you have any further questions please update your ticket and we would be happy to help!
Thanks,
HostUpon Support Team
Marketing representative (admin@h..., ).
We offer 3 shared hosting plans and each of these plans come with a guaranteed amount of CPU, memory and disk I/O. These resources are dedicated to your account and when you max out the resources of your plan your site would be unavailable until the resources go back down. These resource limits are in place on our shared hosting plans so that one customers cannot effect another customer on the shared server.
Generating account backups every 10 minutes is not only going to max out your resources but it's just not practical on a shared hosting plan. You were on the Starter Unlimited plan and we offered you advice on how to configure your backups to run at non-peak hours and once a day.
Suspending customer account is not something we ever want to do and is a last resort. If it's effecting other customers on our network then we need to take action. We also provide alternative options for customers who need more resources and we'll do everything we can to provide you with the best hosting option based on your requirements.
Looking over your ticket, we responded within 10 minutes. Our support is all in-house and our average ticket response time is 15 minutes or less.
I'm sorry things did not work out for you however if you have any further questions please update your ticket and we would be happy to help!
Thanks,
HostUpon Support Team
Marketing representative (admin@h..., ).
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