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HostPapa Reseller
| Posted by slbmeh, 10-08-2011, 12:29 AM |
| I want to start off with an apology as this is my first post. I have been hanging around leeching information for a little while now.
About a month ago I had decided to finally go through with a reseller venture because it was at that point advantageous to be able to manage all of my clients with one WHM account login. I looked around, did some research on many providers and found good reviews from HostPapa.
My experience so far has been a nightmare. I started off registering the account with a personal domain I could deal with it being down for a few days. I then migrated in my primary domain and began to set up my hosting packages and wanted to transition this new domain to the master domain on the account.
I got to the point where everything was looking pretty good and wanted to have my PTR records set to resolve to my domain. I came to find out that the 3 IP addresses that they advertise are shared IP addresses. You only have access to one that a number of other accounts use as well. The other 2 are strictly for the nameservers. I was told that I had to purchase a dedicated IP. No big deal, boils down to another $3/mo. I purchased one and decided to start setting up my billing software that comes with the package.
I wait on my license to arrive for WHMCS and come to find out that it is configured for the initial domain and not the domain that I am currently using. I placed a support ticket about this issue and they said it isn't too much of a problem and that they can perform a primary domain change for me to resolve the issue.
I placed a request for a primary domain change and waited. 4 days later I receive a response that they do not perform primary domain changes and that if I wanted to be a reseller under a different domain I would have to purchase a new package and request a refund for my current package.
I do everything as instructed, and two days after they had received the payment for my new account I am notified that my account cannot be created because the domain is already in use. This I completely do not understand, I can create a new account with a domain that is in use elsewhere but I cannot create an account with a domain that is used on another account on their server. I was told this was the way to do it and they can assist me in a transfer from one account to another. Guess not.
This forced me to remove the primary account in WHM to be able to create a new account, crippling my WHM setup and no longer allowing me to make any changes to any of my accounts/packages. I'm currently waiting on a response for them to start my new account, and I am keeping my fingers crossed that they can move the dedicated IP I had purchased from the old account to the new one.
The ticket turnaround time is terrible, averaging about 27 hours for a response. I have tried to use their chat support and phone support, but they can't help anyone with issues on a reseller account because everything is handled through Billing or their Tier 2 support. Neither have any means of direct communication, no phone, no chat, no email... tickets only.
I know that I should probably just cut my losses and get a refund on the two accounts. But, dedicated IP addresses are non refundable. And I will probably regret sticking around for the duration of my dedicated IP, but I'm going to continue to give them a shot. I will keep you guys informed if the service gets any better, but at the moment my expectations are far from high.
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| Posted by itsmir, 10-08-2011, 03:08 PM |
| That's terrible. I just went back and checked my old tickets and when I requested a change of primary domain in WHM it was implemented within 20 minutes (plus the subsequent propagation time) by my host.
I hope that their service improves for you and it's not too painful to wait it out, but from your experiences so far I would find another host asap.
Good Luck.
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| Posted by AMSWebHost, 10-08-2011, 03:16 PM |
| I find it ridiculous that you have to purchase another reseller account just because you wanted to change your primary domain. 27 hours for a response is also far too long.
You should consider getting a refund and moving on. Plenty of reliable hosts out there who would happily welcome you.
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| Posted by daimon666, 10-08-2011, 03:42 PM |
| i actually have to pipe up here, it is correct that once a domain has been used on the server unless the account has been deleted and a dns cleanup performed the domain cannot be created again. So yes you would have had to remove the account prior to making it the main domain. Cant justify the response times you received though.
Thankyou for sharing your experiences though.
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| Posted by AMSWebHost, 10-08-2011, 03:49 PM |
| I can understand telling the client they have to delete the account and they need to create a new one, but do not think that they should be made to buy another new account to make this happen.
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| Posted by philtrix, 10-11-2011, 01:31 PM |
| That is not an old story with Hostpapa. Though I do not have any personal experience with them, however a couple of my close friends were using Hostpapa hosting and were sick of their support and servers.
One such incident that I recall, one of my friends wanted to migrate his hosting away from Hostpapa to his new host. But he could never take the backup as their servers were so much overloaded that no matter what time of day you try to generate backup file, it would just generate an incomplete backup file (probably because the backup process would get killed or terminated).
When he requested their support to provide him the backup file, they took ages to provide him with that backup.
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| Posted by Forward Web, 10-12-2011, 07:54 AM |
| Wow that does sound like a complete mess, im guessing you paid for the IP one year in advance? If you want my advice, I would just cut your losses and run, no point in sticking around (that will probably cost you more money in the long run).
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| Posted by ldcdc, 10-12-2011, 07:31 PM |
| It's been more than a year since I canceled my Hostpapa account (shared hosting). My experience was initially quite good, but at some point the server performance collapsed. Uptime was never their strong point. I don't recall contacting support, but it looks like I didn't lose much by not doing so.
You seem to be a pretty understanding, patient guy and I sure hope they'll turn around for you. But 27 hours for ticket replies is terrible...
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| Posted by slbmeh, 10-13-2011, 06:26 AM |
| I decided to cut my losses on the purchased IP address and request a refund, we'll see how prompt they are with this. They were very prompt to inquire as to why I would like to cancel, but it's been ~24hrs since I followed up with their cancellation procedure and no response yet.
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