Nexcess Reviews

This was my first support interaction with Nexcess after being required to migrate over from Liquid Web Managed Wordpress One of my sites went down so I used support chat It took several minutes just to get someone to verify that the site was down Then they asked me if I had done something to cause the outage This was a clue that the person might not know what they are doing because my previous experience with Liquid Web hosting was that support reps usually know more about the situation faster than I can type in a chat It took approx 30 minutes for the rep to create a trouble ticket I was treated as if I was an employee who should know how everything works I was not given courtesy guidance or instruction on next steps I had to ask what to do I did not receive a courtesy apology like sorry for the inconvenience Basically poor bedside manner Once the site was back up I asked why it had gone down and they said they did not know but a reboot of the server fixed it Great So why not just give me a button to reboot it myself I am left having learned nothing and feeling less secure about my site s uptime Next time this happens I will start shopping for a new managed Wordpress provider What happened to the kind Liquid Web support team I grew dependent on over the past 14 years I hope this was a one-off

Continual downtime poor customer service not reliable Complained many times and finally had enough I d go somewhere else

Extremely poor Customer Support Takes hours to get back a reply Not a fan I think I should switch my hosting provider now

Customer support has not been great and basic functionality like removing a credit card after you ve added a new one doesn t work Sites might be fast but we ve had much better luck with customer support with hosting companies just as fast

The platform is good and has more options than its counterpart LiquidWeb However their support is TERRIBLE on multiple occasions and with multiple agents I really hope they merge their support team with LiquidWeb s as quickly as possible I miss them already and I m not even fully migrated over

Based upon previous experiences with Trustpilot and Liquid Web I believe you re able to track these comments back to me Therefore I refer you to my many open tickets which I ve had to create way too often And the Feedback page where many others before me have made suggestions that shouldn t be considered feature requests but instead should have been part of this system from day one which are still sitting on the list How many upvotes does it take to make some common-sense improvements At least I know I m not the only one who is experiencing major frustration and losing valuable time using your portal

Using Nexcess for hosting of our Magento web sites We ve had numerous technical issues none of which we caused or could solve This has resulted in significant downtime We never really get an answer of what the root cause was The issues do get solved in time but I have fairly low confidence that we won t experience more issues in the future

The support by ticket is ver slow thake until 30 hours in give us a solution and not i am talking of big problems Now always says that as is a futurehosting plan the they will reach out to their team and some one will follow up with you as soon as possible And that is hours it is supposed that nexcess liquidweb bought this futurehosting company almost 3 years ago so how come they should contact another team The worst thing is that they take too long to respond and provide a solution I just put a ticket 10 06 am East Time for a problem that I can t make a backup of the public html folder I ll update as soon as it takes them to give me an answer to this simple request Well it s 12 32 am more than 2 hours and there is still no solution they wrote to me saying that it is in the process of verification The disagreement is that it is not only this time that there is a slow response there have been many times I have even had to resort to another type of support to solve it myself and I am not talking about complex problems I am talking about simple problems Said by those who have helped us on several occasions When futurehosting was not part of Liquidweb the support was excellent they almost never took more than an hour to provide a solution but with the change the service has gone from bad to worse We have lost about 15 clients due to delays in solving simple failures The contracted service is the full server managed with an extra charge for monitoring and support in third-party scripts So it was contracted with futurehosting and when changing they never informed us of any change in the services

We chose their plan when we launched our WooCommerce website and we went for a plan which as they promised is fit for 3500 orders per hour The website speed lagged from day one even with little traffic server response time 2-3 sec for dynamic pages and once there were like 50 visitors online we ran out of PHP workers and the website went down Their support was helpful and reachable 24 7 but what good of it if their server infrastructure is not made for sites with dynamic content They even suggested jumping to a better plan more expensive but it did not help either We learned that Nexcess might be a good price performance fit for static pages where you can use page caching but for sites with much dynamic content - don t fall for their promises as you will just lose time trying to resolve them We resolved the issue by switching to another host and have had no issues since then

I wrote my 1st ticket between 3 and 4 weeks ago but got nowhere I couldn t login to update my website all this time Ticket 11684321 Last week I started all over again got far better support and the issue was resolved Nevertheless I couldn t upload any fresh content for a couple of weeks which was very disappointing