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Moving on from Stablehost

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I’ve reluctantly decided to drop Stablehost and move to another hosting company. I will try to be as brief as I can. It started with my cPanel being hacked and files compromised – first time that’s ever happened with me. Senior Administrator Mau T was helpful in identifying the compromised files. To be safe, I followed Mau’s advice and decided to have Stablehost clear the slate and start over from square one. So I rebuilt my site and reloaded content.

Soon after (less than a week) I noticed my site taking a very long time to load. This continued off and on for about a week, so I made a screen cast showing my site taking over 4 minutes to load with multiple timeouts while at the same time bringing up other websites that loaded almost instantaneously. I did this because of past experiences dealing with this same issue, not only with Stablehost but with two previous hosting companies – Startlogic and Inmotion.

With both Startlogic and Inmotion, I always got the same answer – everything looks fine on our end; trace route looks good; our servers are showing no unusual server loads; it’s your problem.

Suffice it to say, I did not want to hear these same answers this time around with Stablehost. So I sent along my 4 minute screencast with my support ticket, indicating that the standard response – “Gee-wiz, your page only took 2.4 seconds to load for us…not sure what YOUR problem is, but everything’s golden around here” – would not sit well with me. Well, that’s exactly how they responded.

They offered to move me to another server, but they had just done that two weeks earlier. So I was not inclined to play server hopscotch. I wanted to know what was going on and was pissed off given their response. I was pretty sure at that point that I would be looking for another hosting company.

In any event, I sent another copy of my screencast, which they’ve never commented on or addressed – no surprise there. Another support tech named Tyler entered the fray and completely misunderstood an issue that would have been clear to him if he had only read a previous support ticket, which I asked him to do several times. But Tyler remained steadfast in his refusal to read that past ticket, perpetuating his confusion while continually telling me that I was confused. In short, that pretty much cinched my decision to move on. And the slow loading times continue.

As another Stablehost customer put it on their support forum in reply to Tyler’s industry standard response in October 2013:

Tyler – “None of our servers are overloaded, so if you’re seeing slow wordpress speeds, it’s either going to be your ISP or something wrong with the configuration of your website.”

Customer – “Sigh. It’s never the hosting provider, it’s always the customer.”

Note: I can provide the transcript of the support ticket and a copy of the screencast – the latter of which is like watching paint dry as you would expect.

Last edited by woodshobbe; Today at 02:26 AM. Reason: emphasis

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