Hostgator is getting slower and slower at responding to tickets [resolved]

[DannyD]

Im thinking of moving from hostgator now because support is really really slow now. When i signed up with HG i used to get replies within 30min-1hour i dont mind 2-3 hours but when something is urgent and it's an emergency I can't wait 5 hours for a reply...

My ticket ID:
AAP-2822765

[GatorJoshL]

Good morning

I do apologize about the delay in response times regarding this issue. We have experienced a very high volume of tickets this week which has slowed the response time down a little I understand this issue is very important. Since this is a security related issue I have moved this to security and have messaged a Security administrator to take a very close look at your server to see if they can find anything.

You should receive an email very shortly.

Thank you,
Josh Loe

[DannyD]

Got a reply! Thanks!

[GatorBrent]

I see your last few responses were answered in a few minutes time. Do you have any other ticket numbers I can review?


We've been doing upgrades recently to the newest versions of mysql, php, and easy apache. These upgrades are causing support to be overwhelmed at times. We hope to have the upgrades completed very soon which will allow our response time to drop back down to a few minutes.

[DannyD]

Yeah I got a reply after i started this thread. I really want those 2 hours replys back.

Thanks

[GatorChrisN]

Originally Posted by prilep

Yeah I got a reply after i started this thread. I really want those 2 hours replys back.

Thanks

We are definitely working hard to get the response times back to what you've come to expect. We take pride in being the quickest and most accurate support team in the industry. Thank you for your patience during these busy times, we will be back to where we were soon.

If you have any other questions in the future, feel free to ask, hopefully they will be answered much quicker!

[GatorBrent]

It is all going to depend when you contact us and what is going on in the world, hostgator, upgrades, cpanel, etc.


The last few days we've had the ques pretty close to 0 the entire week. Do you have any other tickets recently that have had to wait a while?

[DannyD]

Hello

I just want to say that HG has improved alot since i opened this ticket. Fast replies are back and resolution time is even faster. Keep it up HG!

[GatorWesley]

Can we change this to a positive rating?

[DannyD]

Yes you can