10 Jul 2009 8:46 pm

How will we blow you away, exactly? Or: Please help us transform our company and build a second-to-none IX customer experience (Parts 2 and 3)

Posted In: Awesome Company Stuff, Stuff Related to Service — Tags: , , , , , , , , , — Jul 10th, 2009 at 8:46 pm EST by Fathi Said

In my last post a few days ago, I told you a little bit about our history of service issues and what we have and are doing to improve it.

I wanted to thank everyone for your outstanding feedback on my last post. We are working on all mentioned issues and I will reply in detail (as a comment to this post) what we are doing about all of it.

It’s exciting to discuss all the opportunities we have to do better for you and on that note, I want to share our idea on what kind of customer service you can expect from us in the future.

Create a “Wow!” Customer Service Experience for you. Always. By the end of the year, we will transform our customer service team into delivering “Wow!” every time you call, email or chat with us. In detail, we will give you…

Your Own Personal Hero!

One Of Our Personal Heroes

1. Your own ‘Personal Hero’. A personal and fully accountable contact at our company who will be responsible to ensure your satisfaction at all times. You’ll know him/her by name. Your Hero will know everything about you and your objectives for your website. He or she will be heroically interested in what you are trying to achieve and what obstacles you’re facing so that he or she can blow them away. And every one of them will do everything in their Hero Special-Power to make your website successful (and we are making sure they have plenty of manna to do so).

2. You can help replenishing your Hero’s manna by sending in raving testimonials. I believe they also accept candy of all kinds. In fact, they prefer the latter, but I personally prefer the first. To be on the safe side, you could also do both.*

3. You’ll be able to talk to your Hero in all fashionable, not-so fashionable and even unfathomable ways: On the phone (they feel special if you call them on their hero (cell) phone), via chat, twitter,  facebook (MySpace is against our Heroes’ core values), any instant messenger (including google wave logo) and if you really have to, via email (totally unhero-ish). Or if you prefer skype, that works too. Webcam? No problem, your Hero is very personal and loves talking face-to-face. Or in person – visit us for a local get together.

4. By the way, don’t be freaked out. Occasionally, your Hero will call you just to ask how you’re doing and if there is anything they could iron-out or make go-away for you. And maybe if he or she can make your day brighter today. We promise there are no other intentions. (There is also no ulterior motive for making this a separate point for no reason at all.)

5. A company blog (you’re reading it). This place will soon be filled with stuff that you can really use to grow your website, Increase Traffic and eXplode Sales. You really can use a website to make a lot of money. That’s what I did with IX Web Hosting. I’ll show you how you can, too.

6. A status blog, featuring posts and your comments about any current and past service issues that warrant special attention. This is already online but not yet at its fullest capacity. We’re still working out the quirks.

7. A customer forum and comm-YOU-nity. This will be a place of vivid discussion among all of you and all of our Heroes. Participate, experience and learn about how to use your website to its fullest capacity (= how to Increase Traffic for your personal site, or how to eXplode Sales and impact your business).

8. A customer-wiki that your Heroes and you will co-create. Any content you think is worthwhile mentioning can published here and shared among our entire customer base. All of the Internet, even.

9. A presence on twitter (up and running!), facebook and all the other places you’d expect us to be but we’ve failed to appear so far. Our Army of Heroes will soon appear e-v-e-r-y-w-h-e-r-e…

I’m hopeful that these upcoming changes will, umm… I don’t know! Create some kind of excitement for you? :)

Please don’t hesitate to leave your comments and let us know what you think. Criticism, suggestions, new ideas – anything that’s on your mind, please share it with us! Your feedback will allow us to change our plans and make sure we do less of what you don’t need, and a lot more of what you do! So what do you think about our heroic ideas? Did we miss something?

And now that you know there will be Heroes who will teach your site how to fly, let me share the most significant change that is coming:

We would like to make your success our only focus. Specifically, this means…

Customer Advisory Board - Your Round Table

Customer Advisory Board (a.k.a Round Table)

  1. A Customer Advisory Board. We’d like to hear from you often, in fact, we can’t hear from you often enough. Sometimes, even with our new Heroic and Wow! customer service approach, we may still miss what’s important to you. This could be a new feature that we should offer, a whole new kind of product or just supporting you in a different way. I’d like to establish a method that will allow us to always stay in touch with you and listen to your feedback. I’ll follow up soon with several ideas how this could work exactly.In the meantime, do you have any ideas on how best we can make this happen?
  2. Frequent face-to-face meetings, between you and anyone of our staff. Anytime one of our managers, Heroes or Technologists travels (and some of our staff practically live on the plane!), they would love to meet you in person. To talk about your business or work situation, how an improved website and more traffic can lead to advancements for your business and career (and how to do that!), and of course to get your feedback about how we’re doing and what we could be doing better… or we can just hang out! Atlanta and Chicago are coming up next on our travel schedule. Anyone interested?
  3. Show you how to Increase Traffic and eXplode Sales, or IX, for short. We know exactly how powerful a website can be. After all, we’ve built our entire company – a hundreds of employees strong organization – on just that. How interested are you in a course, or possibly a monthly digital and printed newsletter, that teaches you how to use your website to your advantage for both your business and you personally, in easy-to-understand language?

A few ideas that come to my mind: how to build a website that sells, how to get your website listed on popular search engines (mostly: Google), how to successfully advertise online, what an affiliate program is and how to use it to your benefit? How to use your website to find a better paying job or advance your career? How to make your website more popular by means of Social Marketing, Word of Mouth Marketing, and integrate core functionality such as forums, wikis, blogs and other interactive community elements? This list could go on forever…

But what are you most interested in? Please let us know.

We have a very full plate in front of us, but we will never be too busy to listen to your feedback. It is golden. Please keep it coming.

Thank you for being our customer.

Fathi Said, CEO
IX Web Hosting

PS: This blog post contains several ideas that you could try out in your business or at your workplace to improve your company’s service and relevance. Feel free to quote any part of this blog in your own publication. If you mention us in your quote, we’ll appreciate it all the more. Ideas for this blog came from Seth Godin, one of the most remarkable entrepreneurs I know of, and Andy Sernovitz, and their respective books “The Big Moo” and “Word of Mouth Marketing.” I highly recommend both of them.

*Disclaimer: Your Hero will be nice to you, so please be nice to him or her: do not overfeed your Hero.

tags: , , , , , , , , ,
posted in Awesome Company Stuff, Stuff Related to Service by Fathi Said

Follow comments via the RSS Feed | Leave a comment | Trackback URL

  • I apologize for the delay in getting the comments to show on this post! This has been fixed and previously submitted comments should now be appearing, or at the very least, you should have heard from me or one of our staff.

    To address the issues that came up in the vivid discussion around my first post:

    1) I acknowledge that there still are quite significant issues with database performance. We are working on them, however, complete resolution will not happen until the final migration to Imperia. This process will start in about 3 months. That said, we are also currently deploying our 'old' hosting software (H-Sphere based) on a cloud infrastructure. This should be ready to go in about two to three weeks, and we will start mass migrations of accounts to the new, much faster infrastructure, to help alleviate the load on older database servers. This will make DB performance faster for both accounts that are migrated, as well as those that are not. In addition to that, depending on the urgency of your issue, I will be happy to migrate your databases to a different server and our team will assist in the process.

    I wish I had better news on that front, but due to the legacy and really not thought-out nature of how H-Sphere distributes databases (or resource load in general), we are very restrained by the inherent flaws of the system. So in the meantime until Imperia is online, all I can offer is above paths to resolution.

    2) Spam: Ironport is supposed to filter almost all Spam coming to our network, and as Tibi has commented on my last post, spammers have found a way around this firewall. We're currently testing to close that 'loop hole,' which I hope to have completed within the next two weeks. After that, we'll be rolling out the fix to all mailservers. This should dramatically reduce the amount of Spam. Tibi will be posting about this issue in our Status Blog (status.ixwebhosting.com) tomorrow morning, and I'd welcome anyone with a Spam issue today to comment on his post. He can then look into your account and see if our proposed solution will indeed fix your problem, or if there is something else we may be missing that we have to address as well.

    3) FTPS (FTP over SSL/TCL): This will be fully supported by Imperia, as well as secure logins to Webmail and any management interface (such as PhpMyAdmin, etc). We are currently evaluating to implement FTPS on our existing infrastructure (so that it is available to you before the Imperia upgrade), but I don't have an ETA on this yet. Tibi will update our status blog with more information in that regard. Here are the two relevant status blog posts that elaborate further on the FTP issue, and also propose a temporary solution:
    http://status.ixwebhosting.com/2009/06/30/extra-f...
    http://status.ixwebhosting.com/2009/07/15/ftp-sec...

    We're still evaluating how to quickly implement and securing any other management interface logins (ie. Webmail, phpMyAdmin, etc). This is definitely on the agenda.

    4) All auto-install scripts should now be updated across our network. Please let us know if you find that any newly installed script is not and we'll look into it right away.

    5) Shell Access will be available with Imperia. If you need it earlier, we launched our VPS offering last week:
    http://www.ixwebhosting.com/index.php/v2/pages.vp...

    6) Imperia will feature an all-new Website Creator (SiteStudio will still be available for existing customers, but you may switch to create a new site in the new Website Creator any time), as well as an improved File Manager, and improved functionality for backing up and restoring our website and email. The first release of Imperia may not be as powerful as we'd like it to be in that regard, but a release soon after that will feature highly advanced functionality for both backup and restore.
  • snh
    Dear Mr. Fathi Said,

    We have joined IX hosting in March this year. and 2 major issue
    1/ We opted for your professional site moving services and your professional guy still unable to move our site to your servers!

    2/ we have moved our mail server to IX Hosting and for the last 2 months we have received more spam than we got in suring the last 5 years we have been in business.

    We really hope that you can get your hands around the spam issue as it is taking our focus and time away from managing our business...

    All the best - Said Nefil
  • snh
    Dear Mr. Fathi Said,

    we have been a client since March and in the last few month we have received more spam than we did during the last 6 years in business.
    We would love to see improvement with spam stopping
  • rockaclimba
    First of all I`d like to express apologies for the inconvenience of your website non-proper performance. I would like to assure you that we are trying to provide the best services including web service and fast technical support. We are working hard to prevent any issues from happening and doing our best in order to advance the level of services provided. Let me please inform you that I'm not sending your ticket to our administrators for further investigation as we need to find the exact solution for you.
    Again we deeply apologize for all inconveniences you have faced with our services and would like to say that we are more than thankful for your great patience and understanding. We will do our best to satisfy you as our customer and provide an upper-scale support and services to you.

    This is what we get after great promises of UPTIMES and SUPPORT.
  • David Foy
    Great. Now I've got a hero at my ISP making demands on me.
  • Great post but for me the most important issue is the security of my web site. Last month hackers succeeded to delete my web site and databases. Improving the customer's service is great but security comes first!
  • MCW Pete
    IMO: Locking down your site, and having proper permissions set, as well as strong passwords is the customers responsibility. Proper SQL injection protection and form processing included. Most sites with databases are completely open to hackers. The host cannot possibly be expected to make sure all sites are properly written with security in mind. With web authoring, you get what you pay for.

    Most of these attacks come from inserting code into your form fields and submitting. If this information is displayed back... the harmful code will be executed instead. Generally a simple character replacement is sufficient.
  • fayeku
    This post does not show a customer-oriented mindset. I am excited about having a HERO of my own, but not if my hero is going to tell me that my problems are my own!
  • hi.. I have been your customer since 2001 I think..and ever since I have always used your hosting service for the companies that have hired me during these years..
    you said you wanted to hear how to improve your customer care...well whatever your are doing .. is not working.. just now I replied to a solution posted on my control panel... and yes they are always super nice.. but that not all, you (your team) needs to be really helpfull, not just polite. I have been asking back and forth why are sites are going off the air for sometimes short sometimes long... but still..

    I m sure you are a very busy person.. but it is sad to see and feel how the company you have always thrust to be your relaible hosting source is not longer that, and noone seems to care.. I know I dont bring millions to the table, but I m a paying 8 year old customer.. that has to count for something? please review the problems.. and the answers.. your customer care people are turning into robots, its the same problem we have here in Colombia..

    my login and email is ivan.rueda@aktivebtl.com the sites with problems are the ones in my account.
  • Hello Ivan. After the changes we made together, are your sites working better?
  • Hi everyone. I've been an IX customer about as long as you Ivan and I can certainly relate. I was actually very pleased with the support and server performance for the first several years. However the server performance has been awful the past couple years and to the point where my business has suffered greatly $$$. I've submitted countless tickets and each time with the same frustrating response..."Dear Kelly, Sorry for the inconvenience, but unfortunately, I'm unable to reproduce the problem and I can see your sites are working fine. Please check again on your end."

    I'm reluctant to look at other servers because of the investment to move all my customers sites but we're at the point either I make that move or I go out of business. I'll cross my fingers that this new initiative Fathi is taking will get them back to the level they once were.
  • I sympathise as i have had similar problems for a few months now. mysql servers dropping out and sites going down for 15 minutes or so at a time and lots of really long apology messages when i submit tickets - one even saying that there hadnt been a problem on the server logs for over a year ! it went down again the next day and i had to paste in the live chat conversation to prove the server was down !!
    service has been hopeless and is getting worse, im fed up with all the aplogies and promises that just arent materialising.
    makes me want to scream !!
  • I am sorry - I am also having same issue. Server is down and all domains are off...and I am going through hell as some domains belongs to religious bodies and some to educational bodies.
  • I'd be interested in joining the Customer Advisory Board. I've got years of experience in user interface design, and I'd love to talk to you about the usability issues for your new U/I. One of the frustrating things about HSphere is that so many features/controls are hidden beneath so many layers of interface. I'll be happy to do anything to help fix this and make it easier for me and other customers to configure/manage websites.
  • Rory Goff
    I am very disappointed that I cannot be upgraded to the latest C-panel without a tremendous cost. I have many websites, emails, databases and to rebuild all of that would take a lot of time, or a lot of money to pay you. I am a long time customer of yours and am not happy about this.
  • Hello Rory. I believe I fixed your problem :)
  • Peter
    If you fixed something, it may have made Rory happy, but there are many more who also are stuck on the old C-panel because of the problems with upgrading. Just yesterday I was chatting about this very point. It was confirmed that to upgrade I had to delete my website, then set up a new website in a new account - and that this would also delete all my email accounts and mailing lists. And I couldn't set up the new domain prior to deleting the old one. Everything down for up to 72 hours waiting from DNS propagation plus having to transfer all the data half way around the world when there is already a copy sitting on a server on your premises! Compare this to moving to a competitor's hosting service - copying is the same, but no downtime as I can set up the new site before dropping the old one! It doesn't look like the customer is getting a WOW experience yet!
  • Amanda Walsh
    @Rory,

    I will be happy to look into this issue for you. It sounds like you have been given some misinformation. We keep all content up and running for 2 weeks, so you will not have any downtime and you also have time to get all content back up on the server.

    Please give me the domain name associated with your account.

    Amanda
  • Amanda Walsh
    @Peter,

    I have sent you a ticket with a lot of information. Hopefully this will help clear up the miscommunication that seems to have occurred during your recent live chat experience. Please contact me if you need anything else!

    Amanda
  • JeffK
    I certainly hear a lot of RAH! RAH! stuff, but as of yet I haven't seen the actions that correspond with the words. Until then I reserve my right to not believe a single word of it nor to be excited about anything. To be quite honest, I am investigating over hosting services because I am really fed up with the whole situation. We were promised years ago that the move to Columbus was going to set the world on fire, but that hasn't happened. There has been nothing but an endless stream of issues relating to mail server issues...like other providers blacklisting my email just because it came from IXWebhosting and OpenTransfer; downtime issues, to database connection issues, to customer service issues.
  • This all sounds great if it comes to pass. After my experience with cutomer service in May when I finally had to delete my entire site. I hope that you will forgive my skepticism.
  • Kate
    I have a comment or two please. I think its very opportune of this company to raise its game, because it sure needed to. Getting the servers up to speed and up to date, was certainly a good start , but the process involved in moving from the hacked servers of the old days is in my humble opinion , way to ridiculous . I cant fathom why cpanel is not being used but given that its not , I still cant understand why there is not more of a proactive approach in moving customers to the servers running php5 . Okay , I've backed up my database , gone through ordeal of backing up all my files , and re uploading them all to the new server for one of my sites , and then find that to load up my database file of a bare 5.8mb runs into trouble because the file size limit is lower . Hello .... So , nearly approaching 24 hours I cant yet upload my database file and wait for the ticket to be addressed. Okay, thats par for the course I figure when I am based in Australia. Its historically a slow response time .
    But that doesn't change the fact that my site has been down now in this time consumimg 'migration' just to get php5 and mysql5 for approaching 5 days . Compare that to a server here in Australia where the same database file has uploaded , and the site is
    operational.
    I cant help also recalling the migration from powweb when it was sold and the servers were moved from freebsb. Everyones sites migrated by the company over one month , and at most all my sites there were down for 48 hours .
    I am trying my best to be composed with all this, to try and see it from your side , but ,
    then I know that with cpanel the shift would have been easy. I personally think you'd be better getting rid of Hsphere and using cpanel.
    Frustratedly yours from Australia
    kate
    kate
  • kate, if you still have issues, please contact me at tbb <at> ecommerce <dot> com, and I will make sure everthing is fixed.
  • kate
    Hello Tiberiuu. My apologies for not replying before this. I thought , given the post I made never appeared for over a week that my negative thoughts were moderated. I see now it was just slow.... hmmmm. Sadly I gave up on two of my sites here and moved them elsewhere. I have left the one site I did manage to move through that ridiculously long ordeal and have been monitoring it for performance. reasonable at first , but soon back to the slow times you can set your watch by. I'll leave it for the moment while clearly you are all struggling with the DDOS attacks , and will shortly email you at the address you have given.
  • I have a comment or two please. I think its very opportune of this company to raise its game, because it sure needed to. Getting the servers up to speed and up to date, was certainly a good start , but the process involved in moving from the hacked servers of the old days is in my humble opinion , way to ridiculous . I cant fathom why cpanel is not being used but given that its not , I still cant understand why there is not more of a proactive approach in moving customers to the servers running php5 . Okay , I've backed up my database , gone through ordeal of backing up all my files , and re uploading them all to the new server for one of my sites , and then find that to load up my database file of a bare 5.8mb runs into trouble because the file size limit is lower . Hello .... So , nearly approaching 24 hours I cant yet upload my database file and wait for the ticket to be addressed. Okay, thats par for the course I figure when I am based in Australia. Its historically a slow response time .

    Okay , so the ticket has now been addressed and I'm told that there is a 2mb limit . That is a bit of a joke dont you think . 2mb. That honestly needs to be raised . I was asked to migrate my own site
    I cant upload the backup file once its made , so what now, - I have to upload it to you so you can upload it . Come on , why didn't you just move my site to begin with. What happens now if I need to remove that file and replace it with one not set up for SEO urls , cause I dont know how seo urls will affect my ability to see my site before the nameservers are changed.

    Who has a 2mb database size I'd like to know.
    Nor could I back up my files easily using webshell , Why ? , timeouts . The facility is there to create a compressed file but good luck with that.
    These limits on using facilities need to be looked at . seriously.
  • I have been with IX since 2005, and have never been happier. We have over 6 accounts with 10-16 domains in each.

    I was a Front Page user and decided to wait until the last minute to change all the sites over. (that's alot of sites) Joseph helped me through this and I offered him some really good tips on hughesnet for customers since I have the inside track with their tech guys.

    Joseph called me back several times personally and helped me with problems encountered with FTP uploading.

    Then all heck broke loose with Google and my site.
  • Part 2 - IXWebhosting Techs are the BEST!

    Google blocked our top domain, this is the worst that can happen to a commercial website, but it isn't that uncommon so I have discovered.

    Not really a webmaster myself but doing it all for each website and learning as I go, I was completely frustrated with no one in the outside world, but google offering to help.

    I contacted the Tech IXwebhosting and Joseph again, he was out of office and Suzette offered to help. She helped us through alot of other problems, and I helped back with some Dreamweaver issues.

    Still being banned on Google with no resolve in site I was unable to reach, my great IX helpers, but Aaron came on line and offered me some GREAT new insite!

    3 days of hard website work, and alot more wordpress and computer security work with Aarons suggestions. We are now fully loaded and Google has unbanned us.
  • Vicki
    How did you get Google to unban you? I am having exactly this same problem with one of my sites.
  • Part 3 - IXWebhosting Techs are the BEST!

    The techs at IX were 100% helpful and did over and beyound what they are there for in customer service.

    Guys and Ladies I cannot thank you enough!!! Living here in Dover I'd like to hope over the Boarder and take you three to lunch. I'll be calling you all soon to plan a day!

    Thanks a Zillion!!!

    R Switzer
  • Thank you for putting forth great efford to make such promising changes in order to cater to our needs in making website problems less stressful!!
  • This sounds very exciting like always...
    I've been using IXWebHosting for 4 months by now and all seems GREAT! The technical support is fantastic and I'm currently working on my website(Still not finished). The main reason I chosen IXWebHosting is that over here in my country due to the lack of bad internet infrastructure all web hosters here are both expensive and there servers usually overload( please don't ask the uptime). But when I discovered IXWebHosting I was suprised. The thing that made me buy my host from IXWebHosting was the Customer Service. Even before I bought my host they still were providing us the (almost) same (sales) support.

    As now I'm currently trying to create a major website that will bring alot to TURKEY!
    Before I came back to Turkey I lived in the USA about 8 years and saw how did everything work out. Currently I'm trying to create web solutions for the people here in Turkey.

    And for the Personal Hero. I'm wondering when will I have one?! I have been thinking for weeks about the Personal Hero thing and it seems like you guys have done it again!

    Thanks for the great service.

    PS: Fathi Said you contact me? I have some questions only for you.
  • I have posted my comment.. but I guess it got deleted or something.. ... maybe when the comments arent good you just dont post them...
  • I love the personal hero idea :)
  • I had been with Verio for many years and as I am a true idiot with web sites they were so complicated to deal with. Their staff were always just on the borderline of being very rude and most unhelpful, this is because they cant speak English very well. thankfully these experiences forced me to you and your comforting arms. Having several sites I seemed to always need help with little things which were soon dealt with. Then suddenly the big one came and the need to sort out my domain name. Thank goodness that Ian came along with his personal calm Wizardry soon had the impossible task sorted.
    I find your site one thousand times easier to use than other's, the staff can only be called brilliant, and first class.
    Thank you guys and girls from Gordon Mays Baird John Logie Bairds son who invented Television.
  • Oh me!
    I just received a reply to a ticket that addressed 0% of my issues. So much for service.
  • Hello. I would love to help you, however you didn't leave any contact method. Please contact me at tbb <at> ecommerce <dot> com with the ticket number and/or with the problem. I would love to help
  • Incredibly wonderful service since I've been with you ... that fact that you could make it any better is SIMPLY AWESOME! Warm wishes from the DreamWeb.
  • Ebert
    Sorry for my English I'm use Google Translate.
    I'm used live chat and ticket and my problem not solved.
    Yesterday I'm send ticket for cancellation and today too, yesterday me answered: "One of the customer relations managers, who is working on our services quality improvement, will contact you within the shortest possible time."
    I'm check your hosting service (29 days) and want use - your offer refund paid amount (30 Day Money Back Guarantee).
    Please confirm this.
  • Hello,
    yes we do have (30 Day Money Back Guarantee).
  • DeReN
    Nice to see you thinking that way. I think you are on correct road to become the no1 hosting in the world.
    I'm new here, I think it's very well done, all the faqs and live help is excellent.
    I also found something not very good, and this is the speed of your servers.
    It's slow, the photo galleries loads very slowly and it takes some time before the last photo is loaded.
    I think you should rise the speed, connect your servers to better links or replace the hardware if the problem is slow hardware. If you are able to speed up your servers then it will be really perfect and you will be no1 hosting company in all aspects.
    Keep on and Have a nice day
    DeReN
  • Luis
    Maybe if you provide SSH service your company will grow up, my friend Sergio doesn´t get your service because you do not have SSH service, and maybe I in a not longer future I have to change your sevice for the same cause.
  • Luis,

    We have had many internal discussions about allowing SSH or not. Fathi (our owner and CEO) wants to allow SSH, but I am against it on the existing shared web-servers, for security reasons. In the new control panel that we're building, the SSH option is possible because the nature of the environment sites would be hosted on. However, if you need SSH now, you can use our VPS service, which offers this. Plans for VPS start at relatively low prices.
  • Guest
    Hi Fathi,
    Your offers, intentions and plans are (I am searching the word) MARVELOUS! GREATS!...
    BUT, and really BUT: a SINGLE account for such extreme features and supports will not work at all because you can't manage and control infinite and unlimited features and space with limited and single door...
    So please make a little more in your plans and think about RESELLERS and CUSTOMS control panel and PRIVATE NAME SERVERS (not your actual way)...
    Thanks
  • Don
    Wow, IX Hosting... this is the best hosting service EVER!!! I have been in webdev /design for two decades, and NOBODY does it like you do!

    I will not know what to do if you ever go away. Retire, I guess.

    :)
  • I'm one of your new customers. I didn't realize how hard and technical everything was going to be. I'm very exhausted from trying to figure out how to write a dns record for my email address that is sending me spam. I starting an audio tour company and tired of the research into which cart system I should use, if any. I'm using ejunkie for my mp3 file hosting but they have very limited update options.

    I just need a very simple interface that includes automatic things:
    Push button to install dns record
    Push button to install cms 3 column webtemplate.
    Push to have a mp3 player on your website for samples.
    etc.

    I'm ready to close up shop and just turn off the internet
  • Well if this goes the way your suggesting then it will be a great asset tot he company and to your users but I feel that you might be promising more than you can deliver considering your support agents seem to struggle at the moment with supporting basic technical issues still lets be positive and look forward to seeing how far this plan goes and if this new support method will be as effective as your planning.
    I'll be waiting for you asigning my hero to see if he can fix all the issues I keep creating ticket after ticket over.
  • Hello,
    If you are still having issues I would be more than happy to take a look at your tickets. You can contact me at phillip<dot>stuard<at>ecommerce<dot>com

  • Hi all Ive been a customer of Ix web hosting for over 2 years and have 7 domains listed with IX .There service is the most prominent, Ive had other hosting companies and found IXwebhosting to be the best. You have a very reliable Tech team and all are very pleasant to work with.


    One Problem
    Last night (I lost )my password To my Click Here and there is no password retrieval do to a free download Scarlet and your team was
    able to get my site up and running again.


    Good luck to you and your Tech Team Thanks Very Much

  • Mary
    Rather than having a "hero", why don't you just hire more help desk staff so that you can decrease the amount of time required to answer a help desk ticket email? DisountHosting.net replies to emails within an hour. Also, why can't we just upload our own SQL databases rather than having to go through this complicated and annoying process of restoring our database in order to use our data and table structure. Just let us upload a database from the start and call it a day. It's like you made an effort to make it hard. And WHY do I have to enable the ODBC Drivers? That is totally ridiculous.
  • Sam
    Providing an above average customer experience is a great idea.

    Being able to know network/system status via a dashboard would go a long way to providing me more feeling of control.

    . I have had email or server issues and when I contacted support it was a known issue but it was not published. It would be great if I could see if my services were on-line with out problems.
  • I always been very pleased with both the responsiveness of your support system ("live chat") and the high quality of the support provided.

    It does "blow me away" that you are committed to improving on your excellent service.
  • I am in IT for more tha 23 Years. It is nice to see that IXwebhosting Co. is growing fast and personally I am very much satisfied with the customer support services. But I have one complaint. IXwebhosting is well known International reputed company, then why you are just giving Free Bees to US & Canada. Why this Devide ?
  • hi i'm your new customer and we will start our website in next days on your hosting , all i can say is ixwebhosting is great . every thing that i wanted to have is in ixwebhosting ... thank you so much
  • Fathi,

    Please include me to your beta testers for the new control panel.

    You may contact me at the email address I provided you.
  • Tim
    Please add Fantastico and SimpleScripts to your IX Control Panel

    I use other web hosting services in addition to IX and most offer Fantastico and some now offer SimpleScripts (simplescripts.com) also to their control panel applications. In reviewing the current applications that IX offers, why not use Fantastico and SimpleScripts to provide these applications for IX customers vs. trying to keep up with all these many applications and all the constant changes internally which appear to be behind on most applications. SimpleScripts is a good service and tries very hard to keep their scripts to the very latest version an they are normally ahead of Fantastico. Since both of these services automatically install the programs and updates for us customers, it should also help reduce a lot of addition technical support calls to IX to help us customers who have trouble installing new applications and updates ourselves. Please add these two services to the IX control panel ASAP.
  • After being told to recreate all 6 websites that I manage because of frontpage, I decided to go to flash and PHP mail forms as recommended to me. After a year of learning PHP and Swishmax, I had built my own internal server and tested everything successfully... locally. Once I uploaded the site, everything worked but the PHP mail. They told me to switch to Linux and it would work, it didn't. I have been working through all of the issues with only one staff member having a remote clue as to how PHP works. One site still wasn't working and as of this week my client left, took the site I designed with him to a different host, and is now suing me for lost business!

    I'm still not impressed with the lack of support. I will agree that they are very polite, and very nice. There was no escalation of issues. I also had 4 out of 6 sites hacked.

    There is room for improvement, and if I had the time and knew I could have my php supported (actually supported) I'd move to a different host in a heartbeat.
  • Fathi,

    Let me start by addressing some of my own issues I've been having since joining yourselves almost 4 years ago (October 28th 2005).
    I've hosted multiple domains over the years but I've always had the same issue and I still do:
    Speed, speed is a major issue, from slow response times (in excess of 20 seconds - opened another ticket about this today) I've been moved from one server to another in the hope this would clear up my issue, to no avail.

    I can't honestly expect to see any decent traffic with response times in that region, most browsers time out in around 30 seconds so it's not uncommon for my customers to report time-outs and network errors when trying to load my front page, let alone my forums.
    I know you're trying to do things to resolve this, but I've been told this for going on four years and we're still stuck in the same situation as always. Can you honestly promise me this is going to get fixed this time?

    Now let me move on to spam:
    Other than getting accused by MSN of being a spammer (Oh how I loathe thee) if you're really filtering 99.9% of spam then my word, I'm still getting in excess of 30 spam e-mails, per e-mail address, per day.

    Can we get some honest commitments that you're really going to solve these issues.

    With regards to Shell Access, are we going to have to pay with this along with Imperia? At the end of the day, I've paid enough for this frankly sub-standard service as it is.

    I was very tempted to move away from yourselves when my renewal last came up, but I wasn't up for moving my databases, however, in light of the recent degradation in my service, I'm becoming more and more motivated to make the move.

    Thanks

    --

    Touji
  • I have been a customer for 2 years now. I have had few issues with customer service, usually resolved quickly. Up time has been great, no major issues for my little sites, technical support very good.
    However, I have to go with many others on this blog- change to CPANEL!!!!
    I am very frustrated by the current control panel. And the directions for using are just as complicated as the panel. I have looked longingly at the competition's products just for CPANEL.
    Please get CPANEL.
    Thank you
  • Karl Schenk
    I have been with your for a couple of years, including through the migration. Overall service is OK -except for ticketing. They just don't read all the previous posts. Often, I'm not sure they understand the issue and that may be my explanations. Here is a summary of my main issues:
    * mail server issues- sometimes do not send Opt-in newsletters
    * migration work entialed to a new panel is unacceptable for 15+ sites
    * look at Helm for Windows hosting
    * many of issues listed above
    karls
  • I love the personal hero idea :)
  • Mardimitriou
    Hello,
    I have sent you a ticket for a technical problem at July 18 - I can't install Wordpress in one domain though I have already installed it to another - and on July 20 still there is no reply! Maybe it's time to move on to some other hosting company with more helpful customer service?
  • I recently renewed my annual website hosting service because I've always gotten the best tech service in the business. Now you've made it even better! Thank you from a very pleased client.
  • "# Frequent face-to-face meetings, between you and anyone of our staff. Anytime one of our managers, Heroes or Technologists travels (and some of our staff practically live on the plane!), they would love to meet you in person. To talk about your business or work situation, how an improved website and more traffic can lead to advancements for your business and career (and how to do that!), and of course to get your feedback about how we’re doing and what we could be doing better… or we can just hang out! Atlanta and Chicago are coming up next on our travel schedule. Anyone interested?" <--Bullsh!t!

    I offered to contact a support staff aside from business, since I am staying on the border with the Ukraine and Poland, and they said they weren't allowed to. So either there has been a policy that this doesn't happen or they have staff who are unwilling to. Either way, the statement above is bullsh!t.
  • Fathi Said, I believe one of the biggest improvements you could make to your business is to ensure that the User's control panel connects to programs that have more reasonable and modern limitations. Choose programs that do not look like they are from an era gone by. Horde, for example, might be a great program from a programmer's perspective, but from a user's perspective it is antiquated. It looks like a toy from Windows 3.1 days. No user would keep this on their own computer if after installing it they saw what it looks like, no matter how well it works.

    IX looks great in many ways. Be consistent. Make it look great all the way through. Choose modern programs, reject the programs that refuse to update their interfaces. Simple. For example, cPanel (I visited their site and viewed their offers) also allows for Round Cube mail, which looks quite modern.
  • steve
    Censored again no doubt, but you need to see this Fahti.

    http://www.vistainter.com/reviews/I/ixwebhosting....

    You are building an empire on a peat bog. By the time you realize this it will be too late.

    I have finally made the permanent switch to another host. You have cost me thousands over the past 2 years. And no doubt my search engine rankings fell as well due to all the down time. Your promises are only promises. Last December I went to another host but you lured me back with a promise of a new server. Well here we are 7 months later and I have had it up to my eyeballs. I cant take it anymore. Nor can half of your clientele.

    Please look at this link and see what is really going on with your customers.

    http://www.vistainter.com/reviews/I/ixwebhosting....
  • Steve,

    I am well aware of these reviews, as well as of the performance issues that our service is, still, experiencing. A significant portion of our customer base is not being serviced as it should be. It is an embarrassment to me and I am doing and investing all that I can to address and fix the situation.

    We have made significant progress over the last several months in addressing these issues, but we're far from done. Sadly, it is not easy to catch up on an aspect of our business that was, and I am open to admit fault, improperly managed for many years. What makes matters worse is that, having legacy software in place across our network, we can't properly resolve all issues until that source of problems is alleviated.

    With the release of Imperia in fall this year, we will be migrating our entire customer base to an entirely new hardware infrastructure and at the same time migrate away from our legacy H-Sphere based software. We have designed the new system from the ground up to alleviate all current issues. In fact, effective next week, we have some of our new infrastructure in place already and will utilize it to host H-Sphere based accounts. This should provide an immediate improvement before the migration to Imperia will begin.
  • steve
    In the words of Gen Douglas Mac Arthur, I will return but not until the situation is resolved. Your biggest problem is giving away unlimited hosting for a flat fee. Thats a death wish. You are inviting server overloads. You need to limit the number of websites on any one plan. That will eliminate 50% of your problems immediately. At this point you have nothing to lose. You certainly won't lose anymore business than you already have due to down time. I rather pay more for less websites and reliability than pay less and have no reliability. Right now all of the other hosting companies are sitting back and watching your company unravel. They don't need to advertise as long as IX is around in its current state of affairs.


    You can turn things around, I am confident of that. But it means a MAJOR shift in strategies.
  • It's exactly the shift we are working on. Come end of the year, the changes we initiated earlier this year will come to fruition. I'll be in touch :)
  • Floyd Reed
    Well, after reading the previous comments I am reminded of the old saying that goes something like this: You can never please all of the people all of the time, nor can some of the people be pleased at any time, but if a very high percentage of your customer base is highly pleased a very high percentage of the time, then You Are A Hero! IXWebhosting has always been very helpful when I have called in times of need. As a newcommer to Webville I do not claim to be a super geek (expert) like some, but from this novice's point of view I can not say enough to express my gratitude to the IXWebhosting Team. Go Team! Floyd Reed
  • This is fantastic news, due to the situation I am in at the moment. I am also interested in being a beta Imperia tester.
  • At first I was amazed at IXWebhosting, now I am nothing but annoyed. The customer service, although 24/7, is shockingly bad. They do not solve your problem, they wait until the problem resolves itself, and say "It looks fine to me" which is an insult. Its so frustrating, and hope there really is a new light for IXwebhost.
  • Joe
    Security and speedy service from a someone that can actually fix my problems is my primary concern.
    No more buck passing!
    Im still getting spam email from my own email address...how does that happen.
  • Hi:

    I'm a new client. Using the Site Dude Services really helped when changing from our old host. Our old host had recently had some severe problems with up time, and I never got a response from them through their email. Always had to call. You're service so far has been pretty good. Solved most of my problems quickly. When I call, WOW! Service is outstanding. I don't need a personal hero... just someone knowledgeable about the technical end of what your and I are both doing.

    My only disappointment, and suggestion, is that you really ought to invest in something other than an open systems free email program. We don't use outlook or thunderbird, so we have no spam filtering on our server. It would be SOOOO nice to be able to go in and set a global spam filter level within our host account. That was one thing that our old host had that made it very nice. I am REALLY tired of designer watches, larger manhood, fad diets, etc.... already. I just want my business emails.
  • The rest of my comment....

    A more sophisticated interface for your email, and your accounts as a whole would be nice too. It is kind of clunky, and the apps that you have are open systems free apps that I could get anywhere. It would be nice if I could add my own apps to my account, too. I'd be willing to pay more for a better set-up.

    Anyway, as a new customer, with experience with several different hosting companies, those are my suggestions and frustrations. I'm withholding judgement on your uptime for a couple more weeks. It seems that everyone is having trouble with uptime. May be that the internet is simply being overwhelmed. I don't know.
  • First, I have had really good luck with IX for both hosting and tech support.
    I do have a suggestion that, while it may not be simple to implement, will do wonders to improving your "face to the hosting customers."

    -- Implement a server status page that constantly monitors when servers AND SERVICES (such as HTTP) are down.
    It will help me because:
    1. You can couple the page to the current status blog so that I can go to the blog to see when my ailing server will be back up.
    2. You will get a heads up and let me know (via the server status page) before I do, so I won't have to submit a ticket for a down server five or more hours after it happened.

    Thanks!
  • Artem
    Tech support guys are good enough, but IX has not enough servers, not enough resources.. Mysql servers are too slow, web servers are overladen.

    No SSH, old control panel.. I think first of all IX should upgrade hardware and software.
  • Shawn
    Three major problems I've had with IX:
    1. I cannot send enough emails to my subscribers because your limits are so ridiculously low. I've brought this up with customer service and basically been told, "too bad for your". As a result I now have a HostGator account.

    2. My guestbook was spammed so bad I finally deleted it. I brought this up with IX was told "go find a better one".

    3. My tellafriend program called "ViralInviter" would not install and run correctly on IX. It works fine on HostGator. (HostGator is not the greastest host either so I'm not recommending them, however, they have solved a few of my problems when IX wouldn't).

    I'm glad you are finally waking up. The only thing keeping me at IX right now is the work it would take to move my site.
  • Heather Holman
    I'd like to see coldfusion 8!
  • Yes.. I am the user of IX..

    and it rocks...

    Only one thing will do good...That is ..


    PLEASE ALLOW FANTASTICO to install wordpress in main page.


    I need to install wordpress in main page for all my domains which cant be possible in IX..i have to do manually..


    its hard for me..please provide that..thank u...
  • Hi All,

    I have been reading all the good and the bad, and have experienced both with IX at some point. With that said I have been with IX for four years now, and last year I closed two dedicated server accounts with another host and my bank account and customers could not be happier.

    In my humble opinion IX has been improving, though there is still work to do. My main concern is security, though I have had the same problem with other hosts too, so hard to single out IX on this one. However, I am hopeful IX will work on the security issues regarding the hacking of accounts.

    Someone in tech support was able to help me resolve the security issue, and since that time I have had no further problems (fingers crossed).

    All in all I will give IX the benefit of the doubt since I have noticed a a huge improvement over the years and support has always helped me with every issue I have faced.

    For those of you who have had serious problems I certainly sympathize, though my personal experience has been that everything is not always the fault of your host. Sometimes we need to do things ourselves to improve and secure or sites, including but not limited to providing tech support with more and accurate information regarding the problem (has helped me anyway).

    No I am not an IX employee, and yes I am a longtime customer. Don't believe it, visit my site, call me, send me an email, whatever.

    I am very happy overall with IX and look forward to the improvements they have promised, and will hopefully deliver.

    Good luck everyone!

    James Turner
  • im an usability expert, our company designs user interfaces and websites easy to use, but your cpanel has a lot of user experience problems, like a message shows when you update some information the text appears in red color, when the common conventions are green, red is used to text alert when you do something wrong or a warning message.

    I use the service from april 2009, about a technical support I've had some problems, i hate when you change the speaker in chat room. i should wait 2 more minutes while the new one checks the conversation.

    I prefer your technical support help us doing some tasks or configurations when i contact you for any assistance.

    that´s all for now.
  • I knew it would happen. IX wants to provide troubled hosting with the open accounts and try to drive us to the higher paying vps accounts. The CPanel is only for the two of the higher paying vps accounts, not for us peons.

    Although my account was advertised as a Business Account, it has been anything but that. It is barely an account to play around on to get familiar with hosting.

    I have been unable to accomplish any of my business plan, due to roadblocks from their poor server configurations and performances to a select few tech reps who refuse to cooperate with solving the simplest problems. Most of the tech reps are fantastic! Lesya, however, put a complete halt to our production when he/she refused to unpack a Joomla archive freshly downloaded (6M). We are limited through Webshell to 2M or less, doing it ourselves. This is ABSURD!

    I have had Live Tech support unpack the Joomla archives for me with each site I have built. But this time Lesya said she was unable to and that only Admins could. That I should open a ticket! That meant putting a complete halt to our site production to wait for a babysitter to unpack a recent version of a program they offer through their one-click. They had 1.5.9 and Joomla had 1.5.13 with all of its security updates.

    Ftp has never worked from any client programs from my end, so I have had to revert to a Firefox plugin to get any Ftp at all. The speeds are 3-10k/s !!! So Ftp is abominable! There has been no resolution to this issue, ever, though I have gone through the hoops with the ticket system, who wants to blame SuSE 11.1 or KDE 4.1.3 or whoever, but not their own service. They can ftp from within, so they assume I can ftp from without. Good for them!
  • Hi there

    I want to request the admins and CEO that you should ask for client login (username & password) before getting billing/technical chat support. Its a must do step right now.

    Asking to just enter an account email address is not secure at all. Plz implement this request immediately.
  • I feel I must endorse everyone complaining about security and support which I feel has been abysmal
    Twice we have had an episode of code injection, which had us banned from Google, luckily for only 24hours, but at a financial cost
    We now employ a third party (www.stopthehacker.com) to monitor our website for code injection. They also did a health check on IX servers and came up with some worrying vulnerabilities. When we contacted support the reply was we can't do anything about it because it could affect other clients on the same servers.
    Rather than one size fits all I would prefer to pay more for a secure site with good support

    I am seriously considering moving our site to a more secure hosting which can cater for our not unusual ecommerce needs

    Please tell me what is in hand to make me stay.
    I don't need a Hero, I need security and support
  • Ahmed
    Hello everyone .. We have been on this host for two years until me and my company got enough of their silly excuses about Server Downtime, Extra Costs for every upgrade, and the worst Support Team ever in Web hosting providers. On 10 Aug, our subscription will end , and we will NEVER for sure renew it anymore.
  • Said
    Dear Mr. Fethi,

    Let me tell you that you are doing a good job but one thing for sure your company suck is the Spam filters.
    no thing works on IX Hosting when it comes to spam filters. Since we joined your network we keep on getting in average 500 email spam per day. That is a little to much to handle.
    The day you fix your email spam issues I will be able to recommand your services again.
  • snh
    I have tried to post a comment about spam for the 4th time and each time the admin choses not to publish my posts.

    All I wanted to say is that IX hosting sucks when it comes to spam filtering... We got over 30 spam a day per mail box and we have a total of 15 addresses this is making it very hard for us to focus on the daily business tasks.

    What are you doing about it?
    Please post my comment/question this time.
  • guest
    hey, I am not support here, just someone that read your post. If you get spam you can't blame your ISP for it but only yourself.
    You must have your email address plastered all over your sites for the spam bots to find it, right? There are many techniques you can use to fool those bots, and what are you doing about it? Complaining with your ISP.
    Even the mighty google won't protect you from spam if you don't have a clue on how it all works.
    Search google for solutions to your problem, there are many.
  • Where's this Imperia thing that was talked about in Part 1?
  • We have a recurring problem whereby ASP pages suddenly fail to be served from your server. We are currently recording 11% downtime in the last week and this is becoming normal. The support and tech support always respond by apologising and correcting the problem but the reality is that they haven't found the root of the problem as it continues to affect us every week.
  • Toni
    Your version of SiteStudio works fully only with IE5 and 6. The Rich Editor does not work with IE8, Opera - I cannot save my work!!!

    Why is it that you are not keeping your feature package up-to-date?
  • Shankarnadh
    Hellow Every body : when i am asking a question Like this
    " How much web space you provide for Unlimited pro - windows - 24 Months pack-
    Unlimited space means i.e either 40 gb or 60 gb or 80 gb. can you explain clearly."
    to the IX web hosting Chating support people, but these people never understand about that. what can i do ? they tell different stories ? what happend ? this type of service not good.

    Thank you
    Nath.
  • I have been a long time customer, since 2000, and am very upset that I cannot get the
    new services and upgrade without having to pay you to transfer my files. I have heaps
    of them and to do it manually it is not worth my while.

    I managed to get Wordpress on one of my sites thanks to technical help a few years'
    ago but would like it on other sites. I have an account with another host where it is just
    a matter of pressing a button to get it through their C panel. Why can;t I have the same
    here, also Joomla and other accessories.

    Satisfied customers bring you business, as I have done over the years by recommending
    others to your service, I also have you banners displayed on my web sites. Surely you
    can do better for us oldies than that.
  • hello Norma,

    I think I can help you :). Please put in a ticket and mention in the subject line Attn: Tibi, and I will help you move on a newer platform, free of charge.
  • Freddie
    Have to agree with adele. I was infected with Conficker, and expect my box to get rooted.... code injection. My bad.
    But I swapped passwords from a clean machine, and it happened again. Clean as in fresh install. This has happened before and a tech succeeded in making me think it was Conficker. My antivir at that time showed clean, so did the visual test... but I gave IX the benefit of the doubt. Three times now (with one clearly my fault) and I am beginning to have my doubts about whether it's really me.
  • Freddie: Please put in a ticket and mention in the subject line Attn: tibi, and I will see what i can do to help.
  • UNLIMITED or NOT
    I think you gues should stop selling you hosting plans as "UNLIMITED" when you know that we have a very limited amount of bandwidth and space.
  • JIm Schumacher
    Hero yea right, been a customer for 6 to 7 years always had the same web sites
    and plan 16 sites I purchased 2000.0 GB of Traffic and use only 19.5 GB
    Disk space 99999 MB and Use only 14.28MB > The Hero service personal says that I have too many files, can not have over 100,000 in the account,
    looks like a move to get rid of long term customers with lower cost terms.
    BEWARE FOR THOSE WHO SIGN UP
    you have more than 100,000 files the Hero police will be knocking -
    I am changing to another host server thier Tech support say the files do not matter
    only the disk size. Seams IX web is changeing and needs the file size smaller for thier own benifit.
  • Jim,

    We have had problems with some customers that stored all their hard drive contents... I am pretty sure if you put in a ticket (put the subject Attn: Tibi) we can sort this out.
  • Unfortunately, your hero is having trouble from distinguishing its
    victims from its criminals now. I have been a victim of several attacks
    on my server and now because while I was on summer vacation, I come back
    to find my account suspended with no access whatsoever to my email, my
    files, my forums and databases. My gaming community has also lost this
    access as well.

    As an admin of an account for over five years, the first 4.5 years were
    great. I had no problems. I even recommended this service highly for
    affordable server space and services, fantastic customer service and the
    strongest security and reliability on the net.
  • Part II - The first two strikes against me were from the same hack attack on my
    account. I worked in cooperation with IT in trying to improve my own
    personal security and worked hand-in-hand so that I wouldn't have this
    type of attack happen again on my domain. Phishing sites are an anathema
    to me because of its use for invading privacy and being used in identity
    theft. As an advocate for information rights and responsibilities for
    over 15 years, coming from my experience as a information professional,
    having these type of attacks hosted on my site is a black mark not only
    for me as an admin but also reflects upon your security. I've always
    felt that if we all did our part, the service as a whole would be better
    for everyone.

    The most recent attack was counted as my third & final ToS violation. I
    can't even get to see when it occurred because I've been locked out of
    my own account. All I can say is that it must have happened between the
    last time I checked my folders which was about two weeks ago and the day
    it was reported to IT.
  • I'm not a full time admin. I'm running this site with my own money for
    the benefit of my gaming community. I don't have time and it shouldn't
    have to be a full time job to make sure that my site isn't being used
    for nefarious purposes. I've loved having my own email, my own server
    space and my own forums without having ads or be worried about copyright
    infringement. I'm a Canadian hosting on an American server because the
    Millennium Digital Copyright Act has the strongest protection.

    It's been almost 2 days since IT has responded back to my
    response to their ticket. They only gave me 60 hours from their initial
    complaint about the phishing content that was placed on my account by a
    hacker to resolving it by suspending my account and telling me to find
    another ISP without even the courtesy to get a most recent backup of my
    content. I'm begging to have a hero in my corner now.
  • MikeR
    When I started with IXWeb, it was a great company to host with. The customer service was great, the tech support was great. In the past few years, that has changed. Tech support treats people like they are total morons and security has gone down the toilet. I want the IXWeb that I had to begin with back.
  • I like the idea of a hero, but I need a superhero to stop the hacker who's been editing my web pages, despite changing the passwords twice a day. And I would like that superhero to get Google to un-ban my web site.
  • Dear Fathi: It all sounds great... I hope it works because so far I have only met with very polite but very ineffective robots in tech support.

    If you really are true to your support objectives I would like your opinion about tickets #1074861 and #1074303. I am very curious in knowing it what you see there is coherent with what your customer support plans are for the company.
  • I order a VPS Sever here for my domain: www.r4ds-ds.com, but only allows to create one user account, host one Web site and one mail box,,open a ticket at 2009-7-30, and still have not solve.
  • sam
    Without Doubt, Ixwebhosting is a Market leader Despite the Fact That Its Services are Much COSTLIER than Competitors.... BUT At the End of the Day ... what we Expect from a Webhosting site is CONSISTENCY of Quality and Services... with which I am Pretty Satisfied.
    Keep it up
    Thanks
    Sam
  • mark
    Just realized you have a blog and asking for comments so here's mine.

    By reading some of the comments here I realize I am not a particularly demanding customer, the few times that I have had minor issues they have been dealt with swiftly by customer support.

    Sometimes I delete a subdomain and the domain stays active unless support hammers it but apart from these minor things, I am happy with IX.

    I use half a dozen hosters, (just in case one throws a hiccup I have more hosting to go to) but IX has been constantly good and I was happy enough to renew my account with them.

    Previous to joining IX I tried about ten different hosters, some of whom I couldn't even get past the sign up page! You'd think they'd make sure at least the money grabbing part works :)

    One other hoster suspended my account 2 days into my moving. No reason was given except some "security" waffle that had no foundations whatsoever. Big mess. My sites all waiting for DNS records to update, google spidering and not finding, it did hurt my SE status.

    I am the most "checkable" person on the net, ask google adsense/adwords/CJ/shareasale/paypal and 50 more betw ppc and affiliate networks, yet they labeled all my network of sites with "SUSPENDED" all over it.

    Talk about the cowboy attitude of "shooting first, then asking"!!

    Anyway, I got yet another refund and carried on searching. Then I found IX.

    The sign up to IX was smooth, moving the sites effortless and their support seems to be on the ball.
    They are the only ones I know that offer multiple IP addresses and their price is right.
    I don't miss C panel that much, the panel at IX is more powerful. It might be a bit daunting to the ones that don't like change but change gives you knowledge.
    So far, so good then. I would recommend IX to anyone. I'd love them even more if they got rid of the "no follow" tag on their blog :)
  • It is interesting to see that I'm not the only one having these issues. IX was really fantastic at the outset, but service levels have eroded. My users do complain about not being able to access the sites from time to time. I actually thought it was coming from my application so never reported it.

    My poor sites have been continuously hacked for the past 2 weeks. While IX is working with me, it is painful and responses are sometimes lengthy to come. My Adsense revenue have also been affected. You really just want to smack those hackers. Hopefully we've done enough lock downs to stop them the next time.

    The agents are polite, but one needs swift action at times as well as politeness. I'm still waiting for an answer about the current viruses. It's nearly 24 hours. Actually, it was since 30 July that I asked. To their credit, some of the crap is my fault and they've given me instructions on how to make it better and I've followed those. But get those viruses out of there so I can move on. A talk with the 24/7 chat says I still have to wait for a reply via the ticket :-(.

    I'm also not happy about the new c panel. I was told I'd have to pay to have it; well, I'm an existing customer and if you upgrade your systems, I should be grandfathered in at no cost. This should be a part of the transition plan. I did not even know this was done. I really hated how this was handled. We helped you to be where you are today IX and it seems we've been re-payed badly. I was told I could backup my files myself and transfer them - which I thought was absurd.

    I'm interested in the CAB.
  • Hello. Kerwin. Please email me the ticket number at tibi at ecommerce dot com, and we'll see what i can do about it.
  • Mike
    I started service with this company nearly three years ago. The service was great. Everything worked fine and worked nearly 100% of the time.

    But this service has gone straight to hell in a handbasket in the last several months. It is luck of the draw as to whether your can edit your website at any given time. I can be sure that not all elements will be working at any given time. Sometimes, nothing works.

    All this talk of improving the services is total bullshit. If IX was serious, they would fix the problems then now have before getting into new improvements.

    I am in the process of shopping for a new webhost. I realize the move will be difficult as I host many websites here. But, it does no good to have a service that doesn't care or doesn't try to make their service work.
  • Ok, I have been told twice now that the Easy Apps have been updated to reflect security releases. It is a JOKE, right? Facts: When I came to IX Webhosting their Joomla was 1.5.0, Joomla offered 1.5.9. Now the Easy App is 1.5.2 and Joomla just released 1.5.14. Is there a problem with this statement that the Easy Apps have been updated to reflect security releases? I was told the update of the Joomla app at IX JUST happened, that it is new.

    I am not criticizing just to criticize. I want IX to be the best webhost more than anyone. It won't happen with false statements and empty gestures.

    FTP is about 3k/s from here in Poland. Not that way with any other service I have ever used from here in my 4 years here. Only one FTp client does not crash without error from here on their service. This is also unique.

    Webshell can only handle 2M archives and cannot copy the number of files contained in a Joomla install. There is a promise from IX of a new Control Panel with new apps, but we do not have a promise that this particular limitation will be eliminated.

    Can the Live Help PLEASE be more helpful? I have to explain the same issue over and over for months to them. I have tickets with the issues in them. Finally, today, I got a tech on the phone (I'm in Poland, mind you). He said he would put a note in my file that the Live Support should help when the issue arises. Why wasn't this done before when I got apologies and ambiguous promises from the ticket support staff regarding the issue?

    If this does not provide a solution then I will take my company elsewhere. We will give it another trial run, but not for as long a time. My production has been halted too many times now due to inadequacies here.
  • I always get problem.

    When I lauch adwords campaign. Quality Score all of my Website is very low.
    Please do some thing about it to improve the Quality Score.

    I am using old Control Panel for the past 6 months because i have to back up all files. As i am having 6 Websites running in your server.

    Try to Solve all these problems.

    Thanks
    Mani Nagappan
  • I think that one of the most important thing is stability... I cant afford my website to go down very often as it is a direct hit to it and the purpose of getting a hosting is for it to be online i guess =)

    Also other thing is that my email server cant seem to send mail to certain hotmail addresses ... I do not know what is the cause of this (perhaps hotmail) but the answers that i've received is that it works at their place, while hotmail seems to be specific about some addresses and not allowing my mail server to send registration information to them... I think that this might be a hotmail problem tho, but would like if i could have an explanation to why is this, the rest of the things are ok, just if my website was stable and could send emails to everyone would be great =)

    Cheers!
  • dave Conner
    I am a new customer. I left my previous hosting ISP of over ten years because of customer sevice issues. So - I think you are on the right track.

    Specifically their captcha was so unreadable I took me an extra minute everytime I logged in to read it. Their repsonse was "security security" blah blah. Of course I want security, great security. But I DONT want inconvenient lame UI devices that waste my time in the "name of security".

    Didnt mean to lecture you for their mistake... but just wanted to be on record that unlike one post to me their are higher priorities than security - PERFORMANCE and usability. Security needs to be in the background and out of my way. I've dealt with security isses in software development for 20 years... and I dont want to hear about it any more.

    I am very encouraged by this effort to improve what has for me been spotty customer service. I have encountered in the past few months a few heros (before they were bit by radioactive spiders) but mostly...average to not so good support.

    This CONGRATULATION on making the effort and taking this great customer service initiative.
  • dave
    I have an unlimted Windows account and over 20 domains with you guys. However, depsite the name, I feel like the account it limited.

    I need programtic access to email messages on my sites. In other words, I need access so that my programs can parse email text and take action based on that.

    I dont need to delete, sort change authorities. Just need my programs to have access to email text. I've tried to talk to Chat about this, and they are like "Impossible". I need someone who can say "possible"
  • David
    To me Quality and reliability are WAY more important than saving a few bucks a month.

    PERFORMANCE is king. I dont want to hear another stinking word about security. Security needs to be like a dial tone. If you dont have it, I am booking. JUst dont let it get in the way of usability.

    I will pay you money to have better performance and reliability, and a decent Mail web client. Horde is the WORST I have seen in twenty years.
  • dave
    I've got some advice for the board if they are interested....sign me up.
  • I like the idea of having a Hero.

    A short course or newletter with ideas on increasing web site sales would be welcome. I don't have alot of time to keep up on all the new ideas and techniques and a condensed idea format with possible links to get more detailed info sounds great.
  • Denvas
    Well, customer service people have been nice. But when I registered a domain elsewhere, wanted to create a new website at IX, and point it - 3 different chat representatives came up with different costly solutions.

    Fortunately, I eventually figured it out myself through the control panel. But why didn't they know this?

    If these Heroes are trained inside out on their own system - I'm all for it.
  • I'm not very happy with IXWebHosting SPAM filtering. Too much SPAM was slipping thru and there was no daily reports to mail subscribers about what SPAM they had received. I WAS using MXGuardDog.com which is free. With the recent changes I can't use them.

    What options do I have?
  • Sorry to say, that lately our/your CS has fallen through the cracks, some good, more poor. Some very important complicated problems are ignored altogether, and the last one will make us leave your services.

    dw
  • liushili
    Your attitude is Very good.
    But,The efficiency of your work is extremely slow.
    This is my evaluation for you.
  • Lex
    I'm at the point of renewing, but hestitating. I've been your customer for 5 years, and always satisfied, but this year the quality dropped way back! We were off line for hours and numerous database problems could not be solved, or at least not fast!
  • Awesome post guys. My greatest concern with you guys is the security factor. Recently, my site was DoS (Denial of Service) for a full week, losing about 5 visitors a day (for me thats, 13% decrease). Support team did take care of it (in the method I expected them to use) but it took too long for them to really fix the problem because again my site was down for 7 days.

    You guys have good customer service as far as communication goes, but immediate action needs to improve. Security policies should be in place so if problems related to mine pops up, it can be done by the book and immediately.
  • I hope that you will allow us to opt out of having our hero call us. I am all for great customer service, and I am excited to take this journey with you, but I do not like being contacted by phone. Even giving me a choice of "checking in" contact methods (I'm an email person) would be preferable.
  • Peter Oldale
    I musr totally disagree with some of the disparaging comments about your help service. I came into website making several years ago via the original Amstrad (If you can remember that far back!)
    Later I found a simple PC website maker Web Express that did all I wanted once I got the hang of things. I learned a great deal by having AOL as a provider but it often saves my latest website when it is up on line but does not not change automatically to the new ones as they appeared. My fault this and long sorted.
    As you may imagine, I had a load of basic problems uinderstanding the vocabulary of website building but at all times the help syatem at IX was consistently the very best I could ask. Patient is not the word as I often failed to grasp their instyructions at first!
  • Imran
    The recent security update on your mail servers has broken incoming mails on two of my three domains hosted at ixwebhosting. I am using Symantec's Hosted Mail Security and two different mail servers (mailxx.ixwebhosting.com) for the three domains here. No one seems to understand what the problem is and what settings I should change. It was easier to initially point out that Symantec Hosted Mail Security (their antispam service) will just not work with the smtp authentication requirement posted by your new patch but thats not the case. If that was so, why is one of my domains working fine.

    Its been 4 days that email is down on two of the three domains. Can you imagine how I feel :) ?
  • Hello Imran,

    The problems you mention here have been tracked with ticket number 1078219 which currently awaits a reply from you. I think the problem has been solved
  • OPEN LETTER TO THE STAFF AND CUSTOMERS

    We have a serious meltdown in our relationship. I need someone to contact me. Your Live Support staff just argued with me about what I am experiencing and then rudely close the conversation. My conversation with Alex was not emailed to me either as I had requested.

    I take this very seriously! It is not a child's game as this tech has demonstrated. We are trying to do business utilizing your services. The problems we experience are bad enough. Having to type out and explain every detail is bad enough. We don't need childish support agents arguing and severing the connections.

    We are already on the brink of leaving your services, in spite of considering upgrading to support our expansion needs. I need not point out that we will not be expanding here at IX Webhosting with this sort of experience and treatment.

    Ronald Craig
    Business Consultant (Energizers)
    Pascal Technologies (owner)
    Altec Information (owner)
    Wild Horse House (owner)
    Borderland Productions (owner)
  • I like the idea of IX providing a blog site that my company clients and prospects can blog about our ideas discussed in management as well as ideas from our newsletter. I will use it if it is done in a way that is useful to us.
  • kaar
    Well without SSH access it is a pain to securely update my websites.
  • Chris Widmer
    They have FTPs available (not to be confused with STFP), so you can enable encryption in your FTP client to securely update websites.
    Check out Tibi's post here for the full scoop on FTPs:
    http://status.ixwebhosting.com/2009/07/22/ftps-yo...
  • Cheryl
    Suggestions - better templates, support staff with knowledge of flash design! Support willing to see the problem through to resolution, maybe assign one person to follow up.
  • This is all very well. Web525 is constantly slow or down . What is the point in a Status blog when no information is provided to inform. What is the point of you being on twitter if the last tweat was how you won an award while some of us cant even get our website up. What is the point of a survey about increasing traffic when the site is rarely working. Why am I being so negative ? Because I dont know whats going on and all these new features stauts blogs, forums, twiiter , do nothing to inform , and live chat delivers the same bland response everytime.
    So , what is wrong with web525 ?
    and whats this hero stuff. I've never seen hide nor hare of a hero. Have they left the building.....
    I'm usually a placid person , but this silence is cracking me. Probably something to do with the 200 sms's I get daily from users who expect much more from me than a "please hold while I check"
    I need something more that that to tell my customers....
    Not lessons in how to get google to my site. Some honesty about what is going on.....
    In frustration, in darkness
    kate
  • I have been with Ix webhosting since 2005, they never turned me down, what is so special about them is the easy interface, continuous upgrades, transparency, promptness and other many things that any individual, corporate or small business needs.

    through out my experience in business i understand the senior management of any company can drive it either to success or to failure, therefore i congratulate the management and all the IX webhosting staff as they proved to be working as one solid entity serving all their clients 24/7.

    Omar Sukhon
    Meayar - CEO
  • Charlie Adams
    Wish Post to the blog were defaulted to the most recent Not the oldest first.
  • I like the sound of having more customer support, but what I would like to know is if you do SEO for as part of a hosting package, rather than having someone that knows nothing about it do it.
  • Guest
    I am a long time customer with multiple accounts. I have overall been very satisfied with ix as the service offers a tremendous value for the price. Stiving to improve customer service is always a great goal and hopefully the end result will be that the increased customer feedback will drive improvements in areas most important to the customers. My personal desire is to reduce congestion on email servers. I still experience lengthy delays when your email servers get overwhelmed. Thanks for continously improving and offering great value for small business owners.
  • Great to hear... Eager to see it.

    All the best.
  • Mark Rimas
    You should really look into your security and stop blaming the customer for your shortfalls. Let's put it this way your a bank, a repostitory why the hell would we put our money in if you can't protect our interests
  • patrick
    i had justhost for just two weeks they are the most crappiest website i ever try to use their service sucks,their site sources are fake and most of their features are listed in their control panel is for show but dont work they dont support audio nor video html is sloppy,front page extension is sloppy, it took us three days to log in..
    justhost.com suck........im going back to ix webhosting
  • Michael Haas
    Improve your security!!!

    Some third party software providers won't offer support if I am hosted by you and my website has been hacked TWICE.

    Before you do anything else solve these problems!
  • amjad
    "Create a “Wow!” Customer Service Experience for you. Always.",this is totally fake and please first focus on providing reliable services and good services for which you promise at signup and charge the customer.please provide the real and reliable services for which you charge customer because your servers mostly remain hang and even show the whole php code some time (which is a big security thread).and when contact to tech support then they only apologizes and that going on and on tell the fed up of the client to transfer to other such good webhosting providers like dream hosts etc.you only send one email that we are sorry and we transferring you data and domains to ther and blah blah...........

    please focus first on this then tell that your one hero that is ixwebhosting.

    this is a customer request which only shift to other hosting due to all the above stated facts.please focus and the write such fancy words after that................................................................................

    thanks
  • Nicholas
    I used your mail server for about 3 months. Then I got spammed to death and people were emailing spam from my email. I NO LONGER use your email service. It's a mess. I use a separate email account not linked to IX (ie Yahoo or Hotmail). It's much better.

    Second issue - I'd like to see some major improvements on SIte Studio - much more functionality. And I have trouble with finding images that I want to select that I've previously uploaded - bad interface for that option in Site Studio. I also think it's far too easy to accidentally delete your site with one keystroke. Very scary. I wish that were changed.

    I always find live customer service friendly and dedicated. But I'd like to see the things I've mentioned addressed.
  • I certainly want to comment - IX Webhosting is dominated by the worst ADMINs of any IT organization I have been associated with in 30+ years at and electrical engineer and IT specialist myself. I have had to move all of my business web hosting off to more customer focused web hosting companies than IX. The IX admins on many (over 5) occassions have this bizarre mentality that if they think something is wrong they shut down the site and then it takes a minimum of 3 days to beat my way through their protective barriers to get my site restored. Every time it has been an error of the IX admins that caused the problem. The techs that I get on the phone or in chat only have "nerf balls" that they can throw at solving the problems. The ADMINS are horrible in every respect of dealing with them. They must be former soviet era KGB agents in they way they treat customers.
  • More than just my opinions - in one case I had some kind of phishing problem on my site - I wake to a site that is shut down - no reason except that one word and the threat that I have to fix it. It takes 2 days to get the horrible admins to allow me back into my own site to even get some idea of what the problem is and another day to get their draconian punishments reversed.
  • By contrast - my current - far superior web hosting company - Liquid Web - similar problem and all I got was an email that there had been a phishing problem and they had deleted the file and for me to let them know if there were any more problems.

    This is just one fact based example in the midst of many. At the moment my site is shut down due to IX admin errors again. They shut everything down again and sent me an email with only one word - chargeback in the message. Not a single one of the 5 different people I have contacted at IX has any idea what the problem is and no one has the capability to resolve it. So here I sit in the second day of this disaster again. No way to break through.

    I have sent letters to all the top people at IX headquarters before and never heard a response from even one of them so I am convinced that this attitude is well entrenched at the top!
  • KISS_Webmaster
    I checked out Liquid Web and found it very pricey - 6 to 12 times the cost of ix for roughly equivalent service. If there technical chat is as good as their sales chat it would be terrible. They upset me just trying to find out about them. They reminded me alot of the web host I left 3 years ago. As far as ix management attitude, I've had no significant problem with them -- and yes, out of my 15 domains, I've had problems that warranted attention and got it. I presume you have tried to call them on the 800 number? I found that the hold is usually about 20-30 minutes but the response is significant and fast.
  • supermagnetman
    Liquid Web cost more and is worth every penny of it - actually double the price. IX has many things that are "right" with their offerings and services. However - any time their admins are needed they are the worst of the worst in IT admins. Just a few more examples - I needed to send an email to my mailing list of 5,000 customers announcing a Christmas Sale acouple of years ago. I thought they might need some time to get it set up as a white list email. I sent the request in early december and they approved it in late January. A real big help there.
  • supermagnetman
    I was the victim of a phishing criminal 3 times in 3 months and each time the idiots at IX shut the site completely down and sent me the usual message. However due, once again to their glacier like speed it was 2 days later in each case that they activated my site to let me have a chance to find the files that needed to be deleted. Each time calls to the techs was useless because the Admins are housed in a NORAD type system that does not allow real time communication with the outside world. They have rarely (maybe 1 in 10) replied to my trouble tickets within the first 24 hours. Since I was trying to run an ecommerce business on that site and it averaged between 300 and 400 customers per day it was disaster to have the site completely unavailable for 2 - 3 days waiting on the extremely bad Admins at IX. There will never be a way to know just how much they cost me in lost sales during all these times they just shut me down without warning or any ability to resolve the issue. As a comparison - only one such incident occured in the past 9 months at Liquid Web and their admins detected the phishing problem and simply removed the file and sent me an email to tell me it had happened.
  • supermagnetman
    As for the 800 number - I have never had a problem that a tech on the phone or the chat was useful in resolving. All of my problems - several dozen over the past 3 years - have been with the admins. All of the tech are as nice as can be but they quickly tell me that they can't do any more for me than I can do for myself. As an MCSE and an electrical engineer I have pretty well done all i can do before I call IX. The admins are no more than nice receptionists. The Admins operate from a long ago IT era mindset - maybe the old IBM mainframe types from the 60s.
  • john_r529
    It's always nice seeing the company you work for moving a good strong direction.
  • KISS_Webmaster
    I've been a subscriber for over 3 years and, no, you do not walk on water. But having been with at least 2 other web hosts before you, you have done a very good job for me. You have problems, like all hosts, but you seem to fix them fast. Sometimes when I enter a ticket, your people do not read them completely and respond improperly -- but still better than my past hosts. I prefer to call in when I have a complex problem. I was fighting a problem this weekend and finally called in Sunday night. I was on hold for 30 minutes, but when I got answered the response was very good. "Scarlet" on your staff did an excellent job for me. I don't have a "Hero" yet, but when assigned I hope s/he will be as good as "Scarlet." Your business is very complex and that's why I don't want to maintain my own server. I think you do a very decent job - most of the time. If you didn't, I would have dropped your service too. I am looking forward to WOW. I'm in a Chicago suburb, let me know when you're coming.
  • Hi there,
    I would like to know if you have plans to increase monthly email limits. I run an art community powered by phpBB. Many users receive email notification to topics they are subscribed to. Therefore, the amount of emails sent from my domain adds up very fast. When it reached the quota, I am no longer able to send emails. However, I get no warning or error, and there is no way to check my status (how much of my quota remains for the month).

    I have checked with other hosting companies and their email limits are much, much higher. I highly recommend that you change your limits to accommodate sites that have forums, like mine.

    all the best,
    Joe
  • Archie Haddock
    {Quote]How will we blow you away, exactly?{/Quote]
    You have said it right. We have blown ourselves away to a different hosting provider after being frustrated with ixwebhosting's lack of tech expertise, poor infrastructure and a pathetic non-responsive tech support.
    Im not trying to give false comments here. after being a loyal paying customer for 3 years, i even upgraded to a better plan for 2 more years and hosted all my websites (6 of them) here. But the proverbial "Don't put your eggs in one basket" happened. After handling tons of spam in our mailboxes for all those years, all our websites were hacked. many a times we'd face the issue of our mails disappearing. The tech support restored only a partial backup. All your servers keep having one issue or the other.

    [quote]Your own ‘Personal Hero.[/quote]
    Ha. Your tech support takes a minimum of 14 hours to respond to any ticket. I have innumerable emails as proof. just check the timestamp. I wonder what my personal hero will cost me to respond in a minimum of an hour.

    while i no longer host any website with you, my account is still active as my subscription period is yet to expire. i have just one thing to say. use my money well.
  • fayeku
    I thoroughly enjoyed the enthusiasm in this post. I totally want a Hero on my side, thanks :)
  • greyham
    That all sounds great, but really I just want you to fix webshell so that it works properly. Especially to make extracting ZIP archives work. At the moment, it only extracts a tiny portion of large archives; and it doesn't even give an error message. This is most infuriating.
  • dwightvietzke
    Dear Fathi,

    I've had a small web presence with IX Hosting for several years now and am happy to say your service has been wonderful. I've had several newbie questions in the beginning (which I couldn't find answers to in the help sections) which were answered quickly and efficiently. Your staff also moved my site to a newer server (for a newer version of Perl) with no questions asked. I know you guys really try to give good service - any it shows.

    Thanks again,

    Dwight - opensitemobile.com
  • mikevos
    I have had an account with you for years and your suppport is still lacking. YOu can't or don't know how to handle Fleah elements and other special graphics and here you have estabished a blog and yet have not offered and accurate tutorial on how to establish one for you clients. We were talked into Linx servers but your documentation is out of date and not as user freindly as Windows. YOu have OS commerce but we have to search for CP sersions that don't display or are out dated.
    It looks like you only have the ability to run simple sites and use oversees support that doesn't know anything about your product.
    Are you happy you started this blog!
  • But what are you most interested in? Please let us know.

    I have no interest in trying to make money. My page is for use by family. No interest in the world or traffic.

    I am a very happy customer in a small way. I plan on upgrading my account to Pro in a few days. I wish to create a new and better family page. I would like to add a blog much like this one. Perhaps some sort of tutorial would be helpful to me.
  • I have no clue about Twitter, Facebook, Google Wave or Skype. I can't imagine ever making use of them. Email works well. If you want to talk to me on the phone talk slow and loud.
  • Jaron1
    Would love to see the ability to add some website optimization techniques in Site Pro. Right now Site Pro is very limited in that regard.
  • markkotula
    This hosting is crap. My stats haven't worked in 9 months. Tickets submited and help chat tells you to submit another ticket. My old hosting had free AW Stats, and it rocked. All these bugs and nothing ever gets fixed. I will not renew my account nor will I ever suggest your hosting to another friend. You cancled my Microsoft front page extentions and nobody I talk to on your help chat can help me find a new web builder. Old host=AW stats+help desk that speaks ENGLISH=my business.
    -Mark Kotula
    (annoyed customer)
  • I hope the technical guys can be more helpful in future. I tried installing php script at www.whackysoccer.com. Every 24 hours an error will occur with this script so i had to talk to the technical guys asking for help and mentioned to them they may need to update mySQL so that it could help fix the error, at the end, nothing was resolved. The only way i can resolve this issue is move to another web hosting company?
  • rockaclimba
    Comments are being edited and deleted- if this is democratic forum why someone is afraid to hear the truth OR IX is trying to produce goody goody image to readers and clients !
    Whole of my comment was deleted and instead had pasted some goody goody things above.
    I am furious about support - the way they handled us and I have all chat support transcriptions to prove it. You do not have ETA- you can not suggest anything- you can not do anything and only thing we have is...Our admins are working on it....and this goes on for days ....
  • sharonford
    I am glad I read all these comments, I was about to try to upgrade my site to the new servers, but after seeing all these complaints, headaches and comments, no thanks. I will wait til it is a smoother operation somehow, I dont need the headaches.
  • I have been a IX customer for several years, and I was completly satisfied with your service, especially your on line chat service. But after you moved your facilities or the company changes hands the chat service has sucked! None of your support crew have any idea how to do anything, they are clearly reading a manual to figure out what ever problem that I have contacted them about. Whan befor the online tech chat had all the answers right then, I didn't have to wait for several minutes to even get the answer that I need to write a ticket! to get an answer. I even opened up a GoDaddy account and was going to move all my sites to them, but they sucked totaly.


    SO IMPROVE YOUR ON LINE TECH CHAT! GET PEOPLE WHO ACTUALLY KNOW WHAT THEY ARE DOING, NOT JUST READING THE MANUAL!
  • rockaclimba
    Poor service !
    And situation has still not improved. Now mysql is down and once again we are facing blank screen. I do not know what IX wants to convey to it's clients. Go away ? or someone really trying to improve something ?

    I do not see any answers or any discussion taking place...I read a lot from Fathi but see no replies from him on our words which sometimes coming red hot from chest.
blog comments powered by Disqus
 
© 2009 IX Web Hosting.