I contacted Webfusion at 8 o'clock about a problem I had with a new website, which it turned out was of my own making. They replied first thing the next morning and I was able to rectify my mistake immediately.
That is all you can ask of a company.
Our VPS servers with WebFusion have been reliable with very little downtime since we started using them a few years ago.
On the very few occasions we have needed to contact technical support they've been helpful, professional and usually resolved the problem very quickly. Example today - got through immediately and problem was resolved within a couple of minutes!
Bear in mind if you want full management and to "off-load" the maintenance headaches you'd need to go to a managed solution; WebFusion VPS are not "managed" as such so you do need a degree of technical know-how and be prepared to look after them yourself but technical support are usually very helpful, they are open 24hrs and it's normally quick to get through.
I asked for another IP address - not possible
I asked for more RAM - not possible
I asked for more CPU - not possible
It appears their VPS is not a VPS and you can't do anything but move to a completely new package if you need anything else!
Not what a VPS is designed for. It's virtual - therefore should be scale-able - it is with other providers - they even said their sister company (123-reg) have scale-able VPS!
I've had an account with webfusion for some time. I had been away when a payment was not paid through a DD problem with a cancelled card. I could not resolve this problem immediately. Not a week went by when I received threatening emails and then my website suspended through ONE failed payment. I did reply to the email saying I would be sorting this straight away, which I did, but my website still was suspended days later, until I actually rang them, then it was miraculously sorted straight away, so not really impressed I had to call them to get it sorted!
A disappointed customer.
Webfusion's support is fantastic. They rescued our database when we had deleted our backup by mistake saving our website! And then walked me through the whole process of backing up our website automatically to avoid problems like this in the future. 5 stars!!
I called with a query about being an EU VAT registered customer. The person who answered correctly identified the department to deal with my query. I did not have to repeat my query and was dealt with rapidly and satisfactorily. Well done!
We've had some serious issues with our website and Webfusion have gone the extra mile in helping and advising us re overcoming these and for that we are very grateful. Special thanks to Oliver Birkhill, who has been fantastic!
We did have a couple of times where we had problems getting through to the Support team out of hours but since the issue has been highlighted, they have rectified the situation and now no problems at all!
So have given 5 stars because of the superb help and advice Webfusion have given us.
Earlier this company was under Xcalibre and donhost, it's been worst since webfusion take over. We have been customer for many years. The ticket system really worst, no one gives information at right time.
Last year we have had two dedicated servers hard disks failed even though they were in RAID, the webfusion struggled to get data back. The two days to solve it without any luck, but we have own backup system and managed to get it working within hours.
Try some other web hosting, definitely not this one.
Have used them for years to provide hosted services and never a problem.
This week as a help to someone I agreed to fix and host their forum here.
VERY helpful tech support in getting around a versions issue in phpBB3 and great technical responses with helpful advice to circumvent challenges.
ONLY down side was one trouble ticket received NO response for a day.
Follow up though was professional and apologetic and hopefully will not see repeat.
Over the years I have used various hosting companies and nearly all my hosting is with Webfusion. I was looking for 24/7 support in a UK datacentre. The support team at Webfusion never fail to deliver and are always willing to deliver a service which is over and above my agreed level of contract. They are always friendly, helpful and have all the technical knowledge to support me in hosting my own VPS.
27/08/2013 I had an issue over the weekend when an SSL failed to install. The team at Webfusion pulled together as a team an worked tirelessly until a resolution was found. The situation was serious enough to require escalation to a senior level. The Management team also gave reassurance and a strong commitment of resource to resolve the problem. I was particularly impressed the way they pressed their 3rd party suppliers for a fix and kept me updated throughout. Amazing support.
My server had a catastrophic failure on Thursday and it was down for over 24 hours while they set up a new one. I then had to reinstall everything back onto it and something is still broken and they refuse to help me fix it. All my clients had now websites or emails during this time. Avoid using them at all costs.
Usually after submitting a support ticket, I would get a reply within a few hours, but no longer than a day (sometimes replies have come in the middle of the night). Today I needed an URGENT reply as I was locked out of my server and had just that within minutes. The issue needed escalating to another team and still I had a reply within a very short space of time.
I generally feel that the negative feedback I have read is unfounded - although I obviously can't speak for other people's experiences. I submit support tickets when I need help and I always get a reply in a very reasonable amount of time.
My only real gripe would be that I have been a loyal customer for a few years now and would very much appreciate a discount, however despite my requests, this has not been possible.
We've been using Webfusion for many years and until recently everything was running great until now. Support don't actually want to do support, they tell you it isn't there job. We actually have five servers with them. We've been waiting for a call back from their management for two weeks and still nothing. Rubbish service and rubbish servers. Their speeds are slow and you can get much better value for money at other companies. We are in the process of migrating at the moment.
Absolutely shocking service, was told that I would be able to cancel with 30 days notice over the phone. After 6 months or so of terrible service with their VPS service mainly my website going down with no notice or notification on a regular basis (about once a week) I decided to cancel.
Having just gotten off the telephone with them after about 2 hours I find out that they say I'm in a 12 month contract which I've never signed and that the salesperson who told me I could cancel was wrong but because I didn't take their name (6 MONTHS AGO) they wouldn't do anything.
I am now going to see what I can do with consumer advice as they failed to live up to their end of the contract due to the website going down regularly and then finding out they are trying to get me to pay for the service I have since transferred for another 6 months.
I could not imagine worse customer service possible and AVOID this company!!
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