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Support diary: week one with ticket-based 'live' support

Reviews by pieter_rtm 5 replies 409 views
pieter_rtm

Member OP

10 #1

As said, I'm documenting my migration to Hostinger. Their homepage advertises "live support — average response under 1 hour." Reality after 7 tickets:

  • Ticket #1 (billing): 68 hours, closed without resolution
  • Ticket #2 (IP delegation): 71 hours, copy-paste from docs I already read
  • Ticket #3 (kernel panic): 74 hours, asked for root password in plaintext
  • Ticket #4-7: 52-89 hours, various
  • Fastest response: automated "we received your request"

To be honest, "live" here appears to mean "alive in geological time." I'm tracking SLA breach count for my refund case. Will update weekly unless they speed up to glacial pace.

Current uptime of my patience: 0%.

Containers before it was cool
mariannoodle

Member

Debian Stable

#2

Hostinger. Tbh their "live" chat is just a ticket form with extra steps. I used them for a debian box in 2024. Waited 3 days for them to tell me to restart networking. On arch I'd have fixed it in 4 mins but they don't offer arch so I moved to a vps from KnownHost. Never looked back.

declarative, reproducible, indescribably good
TR

Member

#3

Please help, I know this support. "live" mean "live" because someone is arrive eventually.. I have same with CloudCone, 96 hour for "hello, please try again". Server deserve better. No respect for bad support.

prague1983

Member

btw I use Arch

#4

Just use a provider that doesn't lie about support tiers. Skill issue on picking Hostinger tbh.

Seriously though, "live" should mean human within 15 min. This is false advertising with extra steps. File a chargeback and use the money for a GreenCloudVPS dedi. Their support actually answers in 20 min because they don't pretend to be something they're not.

oops: 0000 [#1] SMP
MARIA3

Member

#5

89 hours is still "live"?

siesta first, deploy later
pablo

Member

#6

Same, I waited 4 days for a password reset. Never again

declarative or death

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