great when all goes ok, poor when things gets hard

[host9er]

After 4 months of using a reseller account at H9 to host my sites and my customer's sites too.

All that I can say is that H9 is a pretty good hosting company when all is ok, when the servers are running without problems... the people are nice and support tickets are replied fast.

But the BAD thing, is that when something goes wrong the support team gives a very poor service.

For example, they tell you that all servers have the same configuration and because this they dont take a deep look into configs matters if you have a problem, but... when they told me to move the site having problems to another server, the problems dissappear.

So... the same config in all servers?? sure??, why the same software works fine in one server and fails in another one then?

Another example. One of my customers is hosted in node33 that is supposed to be attacked since more than 24h until now, and the support team is not able to block the attack... I cant believe this, never see this in others hosting companies. But even worse, I request to move my customer site to another server and then they simply didnt give any responde since my request.

So I have an angry client blaming me and I cant do anything for helping my customer because H9 is not helping me.

So in my honest opinion, if you are searching for a reliable and secure reseller account, better keep searching for another hosting company.

In fact, I'm searching right now a new place to move my sites.

Edit: After 2hours and 18 minutes of my request, they finally moved the account. Good news, but a lot of hours of downtime for my customer.

I can totally understand your frustration with the attack on node33 but please understand this can happen to ANY server in the world. Unfortunately there is no complete way to stop attacks like other than blocking the IP's one by one that attack the server which is what we have been doing. We are just as frustrated as you are as we have several clients using node33 as you can imagine. I strongly feel we did the best we could to mitigate the attack as that data center does not have Cisco Guard like most other data centers do.

[host9er]

Truly I understand your point Ben, but I see some deficiency in security software installed on the servers.

Recently I tried to install a plugin for making WordPress installations more secure and it fails because of minimum requirements... and when I ask to support about installing (for example) mod_security on the servers, they simply didnt say anything about it...

If the datacenter dont have good hardware to prevent attacks and we cant have security software too... then, we'll have more problems like this.

You know, anybody likes to have their sites down and no idea about when the things go up...

And I think that support team must take more care about specific problems of H9 users, and not simply reply that all is the same in all servers so there is not anything to investigate... (I can send a more detailed email about this if you want).