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Eleven2 ongoing support issues

Posted by technut, 04-22-2014, 05:42 PM
Is anyone besides us have a real hard time getting support to help with your ongoing account and server issues. So far its been a outrageous 45 days since we opened a support ticket to get admin access to our Sitebuilder account. We have been passed around like a rag doll and ignored for days like a step child between email replies that don't contain any useful information, just another sluff to say we are still working on your issue. REALLY? Are they? It really seems not and is hard to believe it would take 45 days to re-issue a user name and or password. We just wonder if we are the exception or the rule when it comes to being put-off and ignored by support and billing. Even Nick does not seem to be interested in helping our situation.

Posted by Jutt, 04-22-2014, 05:52 PM
Seems like they are concentrating more on Live Chat than Support Tickets Setup? Have you tried calling them? I am sure you will grab the attention of Nick through this Thread and he will try to resolve your issue now.

Posted by desfire, 04-23-2014, 11:28 AM
45 days? That's a lot, maybe you should send a ticket saying that a ticket wasn't replied after 45 days.

Posted by HostXNow_Chris, 04-23-2014, 11:30 AM
45 days is long... maybe it is more of an issue with 3rd party software (Sitebuilder) and they are waiting on them? As mentioned above, hopefully their rep Nick will get this resolved for you now that it has been posted here.

Posted by jrianto, 04-23-2014, 03:37 PM
Try calling their toll free number and ask to escalate your support case.

Posted by rcchang, 04-23-2014, 07:37 PM
Just send a PM to the Eleven2 account, he'll probably find this thread soon and solve your problems anyway.

Posted by technut, 04-25-2014, 05:53 PM
After 50 days the real truth starts to surface. Below is the latest email reply from Eleven2. NO wonder they took 50 days to tell us, they were hoping we would just go away! ------------------------------------------ Scott Jones 04/24/2014 17:16 I'm sorry we are unable to reactive this sitebuilder. It has been disabled since last year and no longer is offered with our web hosting. Scott J. | Evening Shift Manager Eleven2.com: World-Class Hosting, Done Right! 1-866-ELEVEN2 ------------------------------------------------ Robert Davis Contact 04/25/2014 16:45 Hello Scott, It took you over 50 days to figure out you discontinued SiteBuilder. REALLY! REALLY!!!! Just when were we notified of this feature deletion to our 6 years as a paid reseller account? As the manager for Hostmy1stweb.com I receive all notices, but I was NEVER notified of this loss of SiteBuilder as an application included in the T.O.S. of our reselling account and toward all our paid clients. I want some real answers and dates, not a bunch of mumbo-jumbo and delays hoping i will go away!! -Robert Davis

Posted by Chris_H, 04-25-2014, 06:04 PM
Eleven2 used to be a very good reseller host, but since then, their support has slipped, and the quality has taken a huge hit. Their live chat almost always has you put in a ticket, which somewhat defeats the purpose of a technical support live chat. When I've called in the past, it would take them a very long time to answer the phone, which also was somewhat annoying.

Posted by technut, 04-25-2014, 06:45 PM
Hey Chris, thanks for your post. Yes over the last two years we have seen a huge loss of client respect and support efficiency but we never would have guessed Eleven2 would just cut their resellers legs out from under them so to speak with substantial server, product and security changes. It all began back when they started pushing "LightSpeed" on us and making major server changes without notification and advance warnings so we could [at least] brace ourselves and our clients for all the outages and downtime we had over the next years time. Not withstanding all the increased slowness of all the servers while we are being told "so everyone ONLY uses their fair share of server resources". Like we were abusers of server resources..... RIGHT, not! I don't mind that as much as being ignored and then finally told they "did this and did that LAST YEAR or several months ago" when all along we had never been informed of any such changes or deletions of features or applications of the server and all the new security features implemented recently. Don't get me wrong, security features are GREAT, and so is server upgrades, but what's wrong with sending out notices and telling resellers about what's going to happen next. Not keep us in the dark and then say "oh buy the way didn't you know" does not work for us! REALLY! Really does not!

Posted by HostWithLove_Cody, 04-25-2014, 08:48 PM
Well it looks like they are still advertising that they include a "sitebuilder" with their packages in their pinned advertising thread in the first paragraph in bold words, under the "What's Included" section and their website under "Software Features". I am sure they owe you a very good explanation for this. Last edited by HostWithLove_Cody; 04-25-2014 at 09:01 PM.

Posted by Eleven2 Hosting, 04-25-2014, 08:54 PM
We do offer a site builder. If you check our website we offer RVsitebuilder. Plesk site builder was disabled last year due to a lack of features and no current use by our clients. This ticket unfortunately was opened several months after it was disabled so we tried everything possible before replying to his ticket. Rvsitebuilder is available in cPanel and is a much better option.

Posted by technut, 04-26-2014, 02:02 AM
Hi HostWithLove, to be clear the application I'm referring to is just plain Sitebuilder. The mfg. of Sitebuilder in this case is Plesk. Not RVSitebuilder. Thanks anyway.

Posted by technut, 04-26-2014, 02:21 AM
Hi Eleven2, Yes we were told just "today" (more than 50 days after opening a a support ticket) that Sitebuilder (by Plesk) had been deleted from your features and benefits as well as your servers over a year ago. So you would not mind posting the official notice Eleven2 sent out to all Resellers and clients (us too) stating the date of when Sitebuilder would be discontinued and also notice of what application should be used to have all clients currently using Sitebuilder migrate to, as we were never told anything about Sitebuilder being deleated as an server application until today. And isn't it very strange how our logo is still showing on our main Sitebuilder account [we can't access] if the application had been removed and deleted from all servers over a year ago. How would you explain that, please.

Posted by technut, 04-26-2014, 11:57 PM
Hey Eleven2, we are still waiting for you to post the official notice here that you sent out to all Resellers and clients (us too) stating the date of when Sitebuilder would be discontinued and also notice of what application should be used to have all clients currently using Sitebuilder migrate to, as we were never told anything about Sitebuilder being deleted as an server application until today.

Posted by technut, 04-30-2014, 03:23 PM
The last official reply today. See below. 04/30/2014 12:10 Hello Robert, I am sorry for this trouble you have experienced, it was discontinued a year ago, as such I am unable to find any information regarding notice of it being discontinued. If you have any further questions please do not hesitate to respond back to this ticket. Brandon P. | Customer Service Representative

Posted by ilkkka, 05-03-2014, 12:22 PM
I joined Sharkspace back in 2011 when they had a promo "50% off and free domain renewals for the lifetime of the account" and now after SS was bought by eleven2, every renewal is a pain. This time my domain has been offline for days. I was camping for over a week and when I came back to among the civilisation I got an email that my domain has expired. Trying to contact eleven2 is useless because their advertised "True 24/7/365 live support" doesn't seem to be working on weekends. I queued TWO hours until "Steve" was available on live chat just to tell me I have to wait till Monday morning. What a joke.

Posted by maven99, 05-19-2014, 08:23 PM
I finally pulled the trigger and left eleven2 because of constant downtime and their horrible support. Yea they respond but are not capable of fixing any of their issues. It's just not work sticking with them.

Posted by technut, 05-20-2014, 02:47 AM
Good for you, hope it works out and please do let us know who you decided to move to and maybe in 30 or 60 days you can post a evaluation of how there service and support is. Hopefully nothing like Eleven2. Regards.

Posted by ilkkka, 05-25-2014, 10:12 AM
So....continuing my previous post.... On Monday they were able to get my domain back online and the kind sales person apologized "for any inconvenience". I sent a long complaint email describing the continuing problems and empty promises about 24/7 support and waiting times. I got a reply from "VP, Customer relations" saying they would be "checking into these matters" and then "give me a detailed reply". I didn't hear back from them until my account was suspended five days later. Got a reply from the same person that my account is reactivated - nothing else. Waited another week, no reply until my account was suspended again!!! Can you believe this?!!? Day later got it reactivated and was offered three months for free. I'm super busy atm and can't spend too much time searching for another host but when I get a break I'll definitely ditch these losers.

Posted by desfire, 05-25-2014, 10:30 AM
Go with HostWithLove.com I'm with them now (I was with E2 before) and it's been 2 weeks and I haven't send any support ticket (With E2 I did it almost daily)

Posted by PT-Jay, 05-25-2014, 10:58 AM
I am not sure about hostwithlove, but i have tried arvixe, webhostface, and they are both good. Also siteground seems to be amazing if you can pay the price (the renewal price to be more clear, cause it prices double to renew). Also stay away from EIG, here is a list of companys that suck because they are owned by EIG. http://en.wikipedia.org/wiki/Enduran...national_Group Hopefully you find a good new hosting company. Also i didn't expect such a long delay from Eleven2. I always heard they were good.

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