Phone Support

[Epod]

After waiting for someone to pick up the "24/7" Phone support line, after 20min it disconnects me. Always, no one picks up after 20min and i will always be disconnected.

When someone does pick up however, they cant help. MABY if i lucky a actual person who handles support answers, but more often then not, i am always stuck with making a ticket and waiting for a response, no matter how urgent the issue is.

For example, host nine suspended my WHMCS license, they listed off 3 reasons as to why this might happen (read the post in announcements) and none of them apply to me. So i am stuck with out a WHMCS license, no one can order from me, i cant handle support, my website is down untill they get around to un suspending it.

The post is not about that one incident however, its about phone support, so if a H9 rep reply's, please direct it towards phone support, and not my one incident, if you want to talk to me about my currently still open ticket, please do it in the ticket.

Originally Posted by Epod

After waiting for someone to pick up the "24/7" Phone support line, after 20min it disconnects me. Always, no one picks up after 20min and i will always be disconnected.

When someone does pick up however, they cant help. MABY if i lucky a actual person who handles support answers, but more often then not, i am always stuck with making a ticket and waiting for a response, no matter how urgent the issue is.

For example, host nine suspended my WHMCS license, they listed off 3 reasons as to why this might happen (read the post in announcements) and none of them apply to me. So i am stuck with out a WHMCS license, no one can order from me, i cant handle support, my website is down untill they get around to un suspending it.

The post is not about that one incident however, its about phone support, so if a H9 rep reply's, please direct it towards phone support, and not my one incident, if you want to talk to me about my currently still open ticket, please do it in the ticket.

Hi,

When exactly are you attempting to call in when this happens? We were having issues with our graveyard shift not answering phone calls and we have since then replaced our staff on those shifts.

[Epod]

Looking in my iphone recent calls;
(All times eastern)
Today:
3:05 PM
1:56 PM

Dec 5th;
9:57 AM

Nov 11th;
1:17 PM

These are only the calls that lasted 20min with no answering - 9/10 times every call i have some female picks up and says she cant help, contradicting the whole meaning of "Support"

PS. Left a voice mail in your mail box Ben.


EDIT: I called just now (12/5 at 10:06 PM and no one still picked up.... seems this WHOLE day no one picks up)

[H9Dan]

I apologize for the issues you have been having. Sometimes if there are multiple calls at once unfortunately the delay to be answered can be long.

Please also note that our phone support is for question and answer related assistance. For example, "How do I setup my email?", "How do I access my billing account to view my invoices?", "How long does it take for my account to be setup?" Etc. For assistance with server related issues such as your account showing errors, being unable to access your email, or you are unable to access your website, a ticket is needed as tickets go directly to our server administrators who have the ability to resolve the issue. If you are unable to submit a ticket our phone staff would be happy to submit one on your behalf.

[Epod]

"server administrators who have the ability to resolve the issue"

So do this for ticket VNY-313640

[H9Dan]

Originally Posted by Epod

"server administrators who have the ability to resolve the issue"

So do this for ticket VNY-313640

Greetings,

I see the ticket VNY-313640 is a billing ticket. Unfortunately our Billing staff will not be in until tomorrow. I will be sure they take care of it as soon as they get in.

[H9NickH]

Originally Posted by Epod

"server administrators who have the ability to resolve the issue"

So do this for ticket VNY-313640

We also clearly posted a thread on these forums:
http://www.hostnine.com/hosting-foru...spensions.html

Stating:
1) Billing was the only department that could help you
2) You could not be assisted via phone or chat

Your ticket will be dealt with in the order it was received during my normal working hours.