Problems – Site5: Why ‘O Why?

So the big meltdown happened here at OM this week. My server had a complete breakdown. The hard drive failed a few days ago and our email went down. It was a mess. Site5 was pretty much incognito. I guess they were tending to the problem while keeping us out of the loop. There were about 5 people on the server that got lost with out service. Also, we’ve yet to receive any compensation. We were told to contact billing. I did that and have not even heard back. Oh yeah, and our email was pretty funky for the past 2 weeks, on top of everything else.

It’s really sad too, because I’ve been a loyal Site5 customer for 6 years. Never with huge problems at all. When there were minor problems they were on it. It was usually fixed within an hour. But not since the turn of the this new year. They have gone down hill. I presume they’ve become a much larger company with all their new clients. Clearly more than they can handle. But with that came growing pains and below-par customer tech supports.

Well it’s all fixed now. And if everything was working as they say it now is I might have not thought to look elsewhere. But they say everything is fixed and my inbox says I have 3 new messages. Right. For 4 days of being offline I only received 4 messages. Right.

So, I guess I have come to the crossroads again. I am seriously thinking of moving to a new web hosting provider. I need one that will give me a few gigs of space, a good amount of transfer, plenty of SQL databases, IMAP email support, (L)UNIX, PHP, SSH, FTP, multiple domains, etc. Also, it would be great if the company would move all my files, dB and email for me. Does such a company exist? Also, is telephone support completely a think of the past for shared hosting?

I’ve had it up to here (points to my 12′ ceiling) with Site5. I thought it would never come to this. But it has.

Please advise on reputable and responsive web hosting companies.

Thank you for listening.

9 Responses to “Problems – Site5: Why ‘O Why?”

  • I’ve been using DreamHost for several years, but they seem to be having similar problems — a lot more downtime than usual, fairly uncommunicative. I’ve been considering moving to a smaller outfit, like TextDrive.

  • That’s good to know as I was seriously considering DreamHost.

    I’ll take a peak at TextDrive.

  • I’d disagree about Dreamhost being uncommunicative. I’ve just started using them for my PHP-based stuff. You just have to subscribe to their support RSS feed and you get updates on every tech support issue they’re having – probably more info than you actually want to know. All big web hosting companies have something going on all the time with some server. It comes with the territory. It’s how they handle those that make the difference.

  • Well, yes — but they’ve had a lot of downtime recently, and it seems most of the support messages on their RSS feed have been “we had a lot of trouble with X server but it is fixed now,” meaning they didn’t say anything until it was fixed.

    It’s just the sense I’ve had, I don’t have any metrics on that. And they are reasonably priced and good about upgrading accounts for free when they change packages, so I’m not *terribly* eager to move.

  • Yeah, you’re right. There seem to have been a lot of messages recently. Which is kind of off-putting on the one hand. But at the same time, I imagine that’s probably the same at every other hosting company that has hundreds, maybe thousands of servers, you just never hear about ’em. And yeah, sometimes you don’t hear anything until it’s fixed. Which either means they didn’t say anything until after, or they were just really fast in fixing it. 🙂

  • Mat, I’ve been using Site5 for over five years. (I think it was actually you who recommended them to me.) I agree that their customer service has dropped off recently. I had stuck with them mostly because Audible Pop ( used a special PHP configuration that they were able to set up for me. However, with their last server upgrade about two months ago they finally screwed that up.
    Let me know where you end up; I might follow.

  • Just another disgruntled Site5 customer here…their support response time and effectiveness has gone down the toilet over the past few months. When my server goes down (frequently) I always ask WHY EXACTLY IT WENT DOWN. The response I usually get is “there was an issue with that server, but it’s working now”. That’s practically verbatim.

    Now they’re offering INSANE plans like $5 for 55GB and 5TB of bandwidth. This is absolutely ridiculous, and is overselling to the max. They claim to have “uncrowded servers” but that is impossible with such plans. The math doesn’t add up.

    BOTTOM LINE: Stay away from Site5

  • Mat, have you made a decision yet? I’m considering MediaTemple, but I don’t see much in the way of recent reviews.

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