Utterly unprofessional
We are a tier-1 contractor whose entire business grinds to a halt when our email stops. Yet over the past five days, our VPS host has:
Left us without IMAP mail access for five full days, despite staff in multiple locations relying on it for essential communication.
Failed to execute their own fallback plan—a replacement server or live-migration—despite offering it to us over 24 hours ago, we needed to indicate whether we accept this offer or not. This should have been actioned from their end within a reasonable time of let's say 12-24 hours.
Offered only vague excuses (“virtualizer issue”) with no technical detail, milestones, or restoration timeline.
Every additional hour of downtime costs us lost opportunities, damaged reputation, and jeopardises future contracts. Their unwillingness to communicate—never mind prioritise our urgent needs—has been utterly unprofessional.
Warning to potential customers: if your business depends on reliable, always-on email or VPS service, look elsewhere. This provider lacks the processes, transparency, and sense of urgency required to keep your operations running.
Reply from Webhostpython
Hi jjnow,
Thank you for your feedback, and we sincerely apologise for the disruption this incident has caused .
We fully understand how impactful downtime can be, and we want to assure you that our leadership and infrastructure teams have been working tirelessly behind the scenes to support the restoration of your services.
Over the past few days, we've been actively engaged via your support ticket, and continue to assist with transitioning your services to a new virtualisation environment. A detailed explanation of the incident, which stemmed from a virtualisation layer issue, has been made available on our public status page, with further technical details shared directly with you.
We truly appreciate your patience and cooperation throughout this process, since we require information from yourself regarding this unmanaged server our team continue to co-ordinate with you on domain information, mailbox info and other crucial assistance we require from you. While we regret the inconvenience caused, we remain committed to resolving this for you and doing all we can with your co-operation to get you back online.
Thanks again,
Webhostpython
- Customer Advocacy