190 days has passed since I reviewed Arvixe Hosting Services. Most of the points I raised in the review page are still valid except for their support being one of the best.
These days I get the kinda response I ‘ll prefer a robot talking to me instead, sometimes you even get confuse on what to do about the quality of support that comes from Arvixe of recent.
Sometimes they are fast to reply to your request, but most of their response lines leaves so much to be desired, you will even prefer a bot getting back to you with links to read up for self-help instead of getting those time-wasting lines.
The most annoying of them all is when I contacted Arvixe for a problem I was having with one of my sites hosted on their server; the cpanel won’t allow me upload files directly from the interface using the file manager, except by using a 3rd party ftp client.
I had to wait for more than 24hrs, waiting patiently for those annoying ticket auto-escalation to get a response from a support guy that told me he replicated same from his end without even resolving the issue.
I gave up finding a solution for this ‘cos I already have the fireFTP add-on active on my Mozilla Firefox browser.
Another Case Study
It is easy to conclude that a host is awesome if you haven’t had need to contact them so often. I contacted Arvixe support again when I had another serious issue with one of my account on their Linux shared hosting plan.
The phpMyAdmin interface won’t open because of somewhat “cookies” and “Token mismatch” error. I made a Google search about that and discovered some tips about resolving the issue.
I tried all the browser related solutions including accessing my cpanel from other web browsers, but my problem wasn’t resolved, other tips needs a root access which you don’ t have when using a shared hosting plan.
Arvixe support got my message, requested for my log in details which I handed over to him. Few minutes later, he told me he isn’t seeing the issue from his end.
When I realized I wasn’t going to get any help from this fellow, i tried the live chat and got hooked up with another top guy that merged the open tickets since they’re all about an issue.
Fast-forward to few hours, the guy came up with some suggestions that looks just right including changing my cpanel skin to the default one .
After I gave him my consent, he tried his best without resolving the issue that seems to be a problem with their server or so, he suggested I allow him install a 3rd party CMS script that does the same function, pending when they fix the issue.
Few hours later, what seems to be a good fix turned a nightmare as my site’s database was hacked and the interface defaced moments after he installed the 3rd party script. At this point I have already given him access to my database and files.
I know this kinda things do happen when vulnerable scripts are installed. I couldn’t tell if the script was vulnerable or not, I can’t even attribute this fault to him.
All I did was; report the issue to him after removing the script and changing my password hoping that he would find a solution to the initial problem.
He promised to resolve the issue with time. Yesterday I logged in again to check if this is resolved only to find out that the problem is still there after 3 full months.
Other Valid Points
There are many other blunders that forced me decide never to contact Arvixe for any hosting account related issues again, there was a point I had to pay for expired services I no longer use because the support guy couldn’t place it aright.
I normally contact the other hosting companies for problems I have on my Arvixe account because their support team isn’t impressing me any longer.
You have seen my reasons for thinking that Arvixe support is no longer existent, you can bring up a counter prove to support your favorite hosting company (Arvixe).
I will write about them again in future if they start fixing my issues or provide support that isn’t robot-like with some Latin-like jagons.