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No Customer Service- Not Reliable
Hostgator has zero customer service. The reps have a list of excuses for why the servers are down and they just give one off of the sheet. You call back via voice or chat and are given different reasons each time.
Over the busy Christmas holiday season, our VPS went down. First call we were told they were doing maintenance at noon on a Friday during the Christmas shopping season. We were told they would be down most the day. No warning of maintenance. After several hours we contacted them again. This time we were given a different excuse. Third call and we were told one of our many sites on our VPS had been hacked so they shut the entire server down. No warning. Had we known this during the first call in we could have been working to get the server backup. We lost the majority of a busy business day.
This same issue continued to happen several times over the next few weeks. Come to find out they left a copy of the infected file on the server when they said it had been removed. Of course this contributed to our server going down multiple times.
We submitted support tickets that went unanswered. If we ever received a reply, they promised to get to the bottom of it and resolve the issue. We would then reply back but they didn’t respond again. Their servers are extremely slow and easily hacked into. Of course they blame it all on the customer, even with a dedicated server or VPS. Hostgator firewalls are very weak, if they exist at all.
Hostgator might be cheap, but that is the type of service they offer. It is interesting that once all our sites were moved to a different hosting company we never had those issues again.
Consider anyone but Hostgator for hosting. Unless you don’t mind slow unreliable servers that will go down and cause you to be offline for an extended period of time.
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