Nexcess Reviews

I recently moved nearly 100 hosting clients to Nexcess and I deeply regret it There are some things Nexcess does quite well The migration plugin is excellent for example The interface is strong But the uptime is TERRIBLE to the point where my 2-star review is probably too generous This week alone I ve had two days of repeated outages These are known outages that they cannot seem to fix

You need much more experienced system programmers to support your customer and wasting time i spent more 6 hours and several calls listening to music Nonsense responses Until finally someone who new your system could resolve a very simple issue Even one of your guys hanged up on me Our time is as much valuable as your and we need fast response

While everybody was polite I was ping-ponged with my problem by 5 different support engineer during 6 days Nobody found the solution finally I found it following Jonathan s advice Since I gave them administrator rights I guess they had enough time to and they should deactivate the plugins one by one and find the solution

Server Issues No prompt reply for the issue

The support was good in that they fixed my problem but I can t give more than 3 stars because the problem shouldn t have happened in the first place My site was down during one of the busiest traffic times of the week because of their error and it took an hour to get the site back up They didn t have a server failover or mirror or anything Waiting on hold on the phone and on the chat for 8-10 minutes is a long time when your site is serving up a 500 error

UPDATE from 1 to 3 star review Support did come through and fix our issue after escallating Dutch was great and offered a resolve for future issues For that I m bumping up my rating from 1 star to 3 - very much appreciate that The issues I still have are that they point the finger at the platform ExpressionEngine although they offer sell ExpressionEngine hosting and are supposed to be an offical partner - therefore there shouldn t be any special needs for EE over WordPress or Magento environments and staff should be equally knowledeable on all platforms they tote to support There are also still the issues that most of their staff does t seem to be aware that there are special needs for EE environments and that they have outdated misleading documentation on their website which they will point you to misguide you to via ticket or chat So while we re satisfied for now to have a resolve work-around for when we do run into issues due to these special needs - it still isn t quite or not yet the same awesome hosting support for EE that it used to be For being a partner hosting company for ExpressionEngine it should be fully equally supported online documentation should be current or at least noted if outdated At the least support staff should all be aware of these special needs for EE and if when documentation is outdated so they re not misguiding customers Previous 1 star review Used to absolutely LOVE nexcess and has been our preferred hosting and who we recommend to all of our clients But as of lately support is completely worthelss and they ve even broken a LIVE site of ours and left it that way for HOURS before it came to our attention They used old code from your outdated docs that I had already explained broke the site but they put it back and did not test and just left it that way - that is absolutely NOT OK We should never have to worry about that All support experiences lately have been pretty bad and therefore we are starting to look elsewhere we can no longer recommend your product or services to our clients

UPDATE I was able to get issue fixed but it took time and effort from my side and maybe a review on Trustpilot to make things move It would have took 12 days to get an appropriate answer and then they provided an adequate solution in a matter of hours and I am happy with it I do believe Nexcess would make world better by providing more detailed information during pre-sale and purchase to avoid confusion and errors I do not think it s fair to sell an option at x and charge it again at y if disabled enabled by mistake or not I think fundamentally Nexcess is a good solution provider but the Sales team seems to be more oriented to get new customers quickly than to take time to sell what is best for the customer My feelings toward Nexcess are playing yo-yo But I can now give 3 stars instead of 1 -----ORIGINAL Price information on website wrong when buying Hidden fees Lack of training and knowledge for many techs Basically the Sales team is doing a great job but don t expect help if something goes wrong Long delays to get answers and depending with whom you will talk or chat the answer might differ Cannot TRUST the information they provide

The ticketing system is very slow Getting answers to questions while trying to migrate sites is wasting entire days waiting Also the responses are difficult to understand sometimes as the grammar in the responses can be difficult to parse

the answers from the support team take a long time it has even been necessary to open a chata to ask for an answer to an open ticket And in many cases the answers from support are very ambiguous where they are not consistent with what is required it seems that they do not read carefully the requirements of the ticket and they repsonden on the run In Ticket 12273325 we asked for help because google does not validate a cname record created and they just said that there was a report of risky sites made by google and not by nexcess which is completely of our knowledge but the help from their part was never produced really leaves much to be desired from nexcess-liquidweb support

For many years hosting server with them for my agency Price was increased during the years but consumer service now send you to blogs instead having a person helping with simple tasks Can be better