Now Happy With Service

[ra2uk]

It has been about a month since I had all my issues sorted but thought i should post my experiance.

I have been with HG since about 2005 and always had good service but since last Dec I was getting slow response all the time and high Mem and CPU usage and spent many days on tickets trying to get things fixed.

First i was told it was due to the way the PHP forums was accessing the database and this went on for a a few weeks, then it settled down, then started again.

then in May i had a chat via the online chat and they finally could see a high usage issue (wish i had used the online chat ages ago so they could see the issue as it happened) but they could not really give me any info, so i raised a ticket with the convo i had with the agent on the chat, after a few messages and highlighting all the issues i have had i got one of the lvl 2 linux supervisors (James Lavoy) and managed to get my account (reseller) moved to a new box and since then i have not had any issues, and the co-ordintion with James to minimise the downtime due to the IP change was excellent, i must admit i wish all the staff were like James.

[GatorJMartin]

Good Afternoon,

I'd like to firstly apologize for the troubles you've experienced. It's often difficult to troubleshoot intermittent issues like what you faced, however I'm happy to hear we were able to see that finally, get enough information to move forward, then finally work to a resolution for those problems.

Thank you as well for the acknowledgement of James' work. He's certainly a great asset to our team and I'll make sure this ends up in his personal file. Please let me know should there be anything else at all beyond this that I can assist you with!

Best Regards,