[Resolved] Hostnine have gone WAY downhill with support!

[dessolator]

Hi,

I have been with Hostnine roughly a year and a half now and recently I have been very disappointed in them to say the least. Last saturday I posted a ssl request for a client of mine. Hostnine tried to install it but it said certificate mis-match, so I deleted all the crt, csr and keys off the server and proceeded to generate a new key and csr I then gave this to the ssl company to re-issue the certificate. I then passed it on to hostnine and it said the same mis-match then I tried again myself and it still failed.

When I generated a new key and csr the csr and key were identical to the ones that were previously on the server, this was making me think it was hostnine's server, I suggested that they move the account to another server then they asked me if I had asked the issuer to rekey the certificate, which I had already told them.

I was then asked to contact the ssl company to get them to request a new csr and the key, then the certificate company said "We do not issue key files, this is not the purpose of a CA"... so it feels like i'm going backwards and forwards between hostnine and rapidssl.

I then asked them to liaise with the ssl company to get it resolved as it had been about 5 days then they said "do you want us to move the account to another server" hmm...I thought I suggested that a while back :S

I passed over my details to them to contact rapidssl and I haven't had a reply for 3 days and I have my client asking whats going on. Its ridiculous and totally unacceptable for a hosting company who resell to take at least a day to reply to a ticket and not reply for 3 days.

So the issue is still unresolved, their account hasn't been transferred to another server and both my client and I are annoyed about the amount of time taken and we're still nowhere. It just seems like all hostnine care about now is looking after new customers and forgetting about their loyal old customers.

Hi,

I apologize for any inconvenience we may have caused you. Sometimes the SSL's have to manually be removed from your account so they can be regenerated completely.

Do you have a ticket number handy? I will get to the bottom of this immediately.

[dessolator]

Originally Posted by H9Ben

Hi,

I apologize for any inconvenience we may have caused you. Sometimes the SSL's have to manually be removed from your account so they can be regenerated completely.

Do you have a ticket number handy? I will get to the bottom of this immediately.

Hi,

Thanks for your reply, the ticket number is: UNC-696117


Regards,

Ian

Hi Ian,

You're very welcome. I am looking into UNC-696117 as we speak. I will have an update for you momentarily.

Per our conversation via ticket I am marking this as resolved. If there is anything else we can assist you with please do not hesitate to contact us.