Hi, i thought i should share my story for the benefit of anyone choosing between different webhosts.
I chose Arvixe because i saw some really good reviews, the package offered was very good, and the price was very reasonable. I had had numerous issues with the customer service with my previous host (Vodahost).
At first i was happy enough with their service, there were a few issues, including them taking down the site because of excessive usage caused by a community script i was running (Dolphin). Although i wondered why they were offering (and advertising) hosting a script that their servers could not apparently not support, i understood that there are limitations in a shared server environment, so we dumped Dolphin and implemented a Joomla model instead, and we had no further issues, but had really minor traffic.
We changed our site into a commercial site a few weeks ago and traffic went way up.
The day we launched the commercial section (sunday 3 weeks ago), there was major outages, which were resolved 6-7 hours later, but no real explanation was given.
Around a week later (Monday, 2 weeks ago)there was more downtime, with the site going down on several occasions for a number of hours. Response to my ticket was relatively fast, but it took the entire day for the issue to be resolved. I was told this was because of abuse by another user, and it had been settled.
the following day(Tuesday – which actually was only a few hours later) – the site went down AGAIN. When i e-mailed, i was told that this was due to a “new issue”.
In the interim, i recieved numerous complaints from customers about the site being offline when they tried to visit. Indeed several times when i was working on the site, it went offline, but came on a minute later.
yesterday, the complaints were so bad, i sent a third ticket to Arvixe complaining about the downtime, to which i have had no reply.
I was advised to start running pingdom on my site (every minute) to find out just how common these outages actually are, and i was horrified by the results. I was receiving text messages and e-mails from pingdom all day.
In the past 24 hours alone, the site has experienced 54 cases of separate downtime so far, with a total time of almost 5 hours.
I went onto their 24-7 live chat on two occasions this evening to report the issue and tell them that i had received no response to my ticket.
Both the CSr’s were very polite (considering i wasn’t being very complimentary about their service), and told me that they were escalating the issue to a senior supervisor, and i would hear back within 1 – 2 hours. Obviously that didnt happen the first time, and its’ now been over 2 hours since the second live chat as well.
I am desperate to get the issue resolved, but arvixe does not appear interested – only temporarily resolving an issue before it reoccurs again a few days later.
i dont know an awful lot about the average downtime of webhosts, especially on a shared sever, but surely 82% is very low?
Has anyone else experienced such awful problems with their hosting or is this just an isolated issue?
Can anyone recommend a better host that it’s easy to transfer my Joomla-based site too. I really don’t want to have to move my site, but i need the site to up to make money, and people clicking on links and finding the site is down OR the site crashing in the middle of their transaction, is destroying my reputation – and i’ve lost my faith in Arvixe’s promises.
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