[davidh]

Could somebody here please direct me to somebody at Fastnext who may be able to offer support and resolution to a hosting issue?

I have hosted hundreds of websites with dozens of webhosts and I have never had to deal with such bullshit as just being DUMPED by support personnel.



This "support" person ditched me and went offline.... "Live Support is currently unavailable."

[John Powell]

This "support" person ditched me and went offline....

That dosen't sound like the people I have delt with there. Must have been a technical rather than personel problem. Let's hope anyway.

[davidh]

Well even if I had to "wait until tomorrow" for somebody who either knows how to fix it, or who knows enough to tell me what I screwed up if it was my fault (it wasn't; the site is live and functional on another host now), then fine. I can live with that.

But to toss a customer aside like that? That is bullshit.

[webworker]

So you post whining and asking where to get help and within less than 45 minutes of posting you've already moved the site. So then, either it took a couple of minutes to set up other hosting, move the site, and have the DNS resolve, or this thread was started for the purpose of trashing them, with no intention of finding out "who to contact."

IMHO that's bullshit.

[davidh]

No. I started uploading the site to the new server before changing DNS, so there would be no interruption of service to my site visitors. I don't know about your sites, but mine need to be "live" at all times because I get visitors at all times.

Something wasn't working on the Fastnext server, and I couldn't get the issue resolved through their support system because the support system shoved me out the door when I tried to get help.

For the way I was treated - DUMPED - when I tried to get support... yeah, you can bet your ass I'll raise a fuss about that. Somehow I get the feeling you'd be pretty pissed off too if somebody gave you the heave-ho like that.

Isn't it bad enough that a TECH SUPPORT person for a WEB HOST does not know the difference between an include file and an image URL?

And FYI, Ms. Smartypants... another host I also got an account from today did indeed have an account ready for me in minutes flat. And DNS usually resolves within several minutes anyway if you're using Godaddy.

[webworker]

DNS usually resolves within several minutes anyway if you're using Godaddy.

I use Godaddy, and how fast domains resolve depends on the web host's DNS queue.

I started uploading the site to the new server before changing DNS

How soon after starting this thread, or was the move started before posting?

Could somebody here please direct me to somebody at Fastnext who may be able to offer support and resolution to a hosting issue?

Sure. Just a FYI for anyone else who has a problem that isn't satisfactorily resolved: you just escalate the ticket to a supervisor in the support ticket control panel; there's a link to do that right up there on top.

As a side note:
Support ticket submitted at 3:18 (requesting AWStats update)
Stats updated: 3:33
Support ticket responded to at 3:51:

Hello (my name),

You'll see your new stats data during 25 minutes.
Thanks for your cooperation.

Best regards,
Sergey P.

I once did have an issue on my side with an Avantlink dynamic sub-directory on another site. It was complicated and server-dependent (they aren't all the same, even Apache with Cpanel), so they escalated the ticket and explained exactly what was wrong.

[FastNextSerge]

davidh
Kindly see our supervisor replies to your support ticket, and reply to the ticket. It is impossible for us to provide you with technical support when you are posting parts of your requests/question here. It is Affiliate Support Forum and is not monitored by our support team.

[UncleScooter]

I see that nothing has changed. FastNext support people are still more interested in being right than they are in fixing things. David, dump these guys and get a real host. These guys are nothing but a headache. They are often quick to fix things, but they never seem to find the cause of the problem and fix that, they just patch things as they go along.

[FastNextSerge]

"They SUCK big time!" is what some of the above gentlemen would like to say.

I am actually glad we have peronal enemies on these foums. We are getting big, and they don't like it.

David's issue has been attended (see above). If you have an issue of your own, UncleScooter, open a trouble ticket. Please do not sh*t in the affiliate program support forum we are paying for.

Thank you.

Serge

[davidh]

For those who seem to think that I "set out" to bash Fastnext.... I PAID for an account. If that is not a show of GOOD FAITH, then I don't know what is.

I paid for an account.
There was a problem.
Support staff was unable and unwilling to help.

David's issue has been attended (see above).

My money has not been refunded yet. When it is, then you can consider the issue to be "attended to".

.... forum we are paying for.

There is an active community of webmasters here who watch each other's backs, and who give a heads up for the benefit of others when we have a bad experience with a vendor or service provider. It is disheartening to see that you have some Mafioso impression that "paying for a forum" should insulate you from this.

[davidh]

It is impossible for us to provide you with technical support when you are posting parts of your requests/question here

LOL well it is pretty hard to get technical support when the technical support staff does not understand a simple issue and abandons the customer in the middle of a support request.

[FastNextSerge]

[b]davidh[b]

Your ticket #108365 was responded within an hour. In that ticket I see 3 replies from our support and none from you.

Please take our apologies. Our support is not good at telepathy and they did not know that you want to cancel your account.

Cancellation procedure is clearly stated in our terms and conditions you agreed to when signing up. But there was NO cancel request from you.

Anyway your account is cancelled and is fully refunded at the moment.

Hope you’ll have better experience with your new host.

[davidh]

I was content to be done with this once my refund was processed, but it seems that the bullshit from you people never ends:

Your ticket #108365 ..... But there was NO cancel request from you.

ORLY?

[FastNextSerge]

20. Cancellation.
If for any reason you are not satisfied with FASTNEXT's service, you may cancel your account at anytime by writing to billing@fastnext.com.

And the ticket in question was a ticket directed to Support Supervisor and he did his job trying to resolve your support request. There are 3 responses from him and none from you. He did not closed the ticket and put it in ‘Awaiting for user response’ status.
Above in this thread I have asked you to contact support and answer to the ticket but you decided to continue the flame here.

[Billy Kay]

Truly horrible support. There is no way I could ever recommend them to anyone

The toll free- number on the site is never answered. It just rings until eventually you get disconnected

The support ticket system: I started one that said I can't ftp - get connection reset error

The entire morning was spent going back and forth, waiting for the email that said they've responded/login to see ticket

They ended with:

I have tried access your FTP using your login and password and I see login failed
please change your password for FTP

I replied with "What? you and i can't ftp and changing my password will fix it?

they responded

please check it now which your old password, I have changed password to your old password and test your FTP it seems to be working now.

i replied

what old password? i never changed it. now i can't even log in

now i can't ftp - AND can't even log into cpanel. aargh

[Billy Kay]

One more gripe

Someone just answered the Customer Service number.

He said he can't help me as he's in Customer Service

I think I'm a "Customer" in need of "Service"

Obviously they have a definition of customer service. What is it?

[Billy Kay]

It's working now. Sergey's last ticket says I need to be more polite. I WAS polite - for the first four hours - lol

He also said "I" changed the password. Aargh!

Since nothing else was done other then he changed my password, then changed it back... I guess that's how you fix connection reset errors while FTPing.

[redima]

Obviously they have a definition of customer service. What is it?

Billy Kay,

Customer Service(Sales) and Support are two different departments. Unlike support, customer service does not deal with technical issues, that is why they asked you to post a ticket to support.

The toll free- number on the site is never answered. It just rings until eventually you get disconnected

This is not true at all. The toll-free customer service number is answered round-the-clock. Even in case you can't reach the operator instantly for some reason, you can leave a voice message specifying your phone number or e-mail address. Additionally, you can contact support via Live Chat and let them know about your issue.

[Billy Kay]

This is not true at all.

Obviously it IS - that's what happened to me - and that's why I posted it. Geez!!!!

[BurgerBoy]

Why anyone would host with them is beyond me.