Question

Terrible Customer Support

Posted August 22, 2016 9.8k views
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Be thankful to god that no problem should ever arise in your journey with DO. Because when there is an issue, DO as bad as any other hosting in the market.

3 comments
  • Ok, I’m a little upset. So bare with me. I just left Linode to come here. Spent ALL day working on a server Droplet and at the end I install Postfix. Problem with VERY FIRST email sent out to test my postfix setup…the email was blocked by GOOGLE. Their error message says my (very new) ip address is on a spam blacklist?!?! I look and look and look for support button …find support ticket button....yea. Fill out ticket…receive my own ticket(boooo) with a link for me to respond TO MYSELF. OMG. The sun is coming up now. WHY is the ticket I am sending to DIGITAL OCEAN for support being sent to myself to answer? Am I understanding this set up wrong somehow? Is there another support area? Here is my ticket—-> https://cloud.digitalocean.com/support/tickets/1566868?i=0611fd

  • After a mistaken charge back, a new credit card was added and DO continued to bill the account. Regardless, the account was disabled and droplets removed after 2 days, robbing a non-profit used to benefit newly released felons of it’s web presence and data. An over-eagerness to delete data that costs you near nothing to maintain - not validating that emails were read and data backed up - all reasons to never host anything critical with DO.

  • I’m having the same issues.
    Deployed the full stack of our apps via DO/k8s. One of the hosts stuck and not responding. 24 hours past – no responses.

    Went in, and found out that my other ticket (1-2 months ago) is still not even progressed.

    Looks like there is no support at all.

    Probably will advocate more people to move to GCP, had good feeling deploying there for the past 4 years. Also, it turns out a bit cheaper when comes to the scale.

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27 answers

We are more than willing to help you with whatever issue you may be encountering but you won’t get much accomplished on this community forum without providing any details of the issue. If you had a poor experience with our customer support team please share the ticket number so we can bring it to the attention of the Support management team for review.

  • Hi Ryanpq,

    Thank god that I found you.

    I am just wondering what I have done wrong when contacting DO support. My issue was so important to me but the ticket was deliberately closed when my questions were still pending and there was not any further communication from support. It was just quietly closed and closed even I resubmitted it. The ID of the ticket is 1606708

    Thank you for taking a look and your help.

    Jimmy

Support is not terrible. DigitalOcean has NO suppost at all.

My websites were down. Backups are only once a week, and backups didn’t work.
So, no response from DO several DAYS and NO help furher.
I was able to solve the issue with help of 3d party specialists.
Stupid billing and tax system.
Thinking about changing hosting provider.

Higly unreliable hosting service.

Agree Service is awful. Worst thing i ever had. My droplet is down for like 15 mins now and i have opened a ticket…no one answers???? wow just wow…SERVICE S-U-C-K-S i dont even know why i am paying anymore…

Their “support” is full of idiots. I am asking one question, and they are responding to absolutely another. They absolutely did not read my responses and continues to write random answers.

Hi, the issue was related to network connectivity with DO data center. I appreciate the fact that DO has the most robust setup. Thus, the possibility of having any issue is almost none. However, whenever there is an issue, responses have not been very satisfactory for me. First response and follow-up responses are very slow.

  • I’m sorry to hear that. I’ve touched base with our support team and while our privacy policy prohibits me from sharing any account specific details here I can say that:

    1.) our team is aware of connectivity issues between DO and one specific ISP that web believe is in your region.

    2.) Our team will request MTR/Ping results in these cases so we can provide data to the ISP or otherwise investigate further.

    3.) The ticket I was able to identify appears to be awaiting a response from you.

    In cases like these we reach out to our providers and when feasible we reach out to the affected ISP. Having real test results from users having the problem is vital since we cannot see things outside our network with the clarity that a user at that end can so your response is an important aspect and helping to get this resolved.

The issue appears to be resolved.

Today the same problem occured again. From last three hours I am waiting for a replay. I have replied twice.

I cannot believe this is the quality of DO support.

Support is terrible… my server is blocked for 4 hours without answer… And I cant get my data to create another droplet… I ask help but they dont care…

Is it long enough 30 min of waiting in order to get at least a “Hello” from CS? Or should I wait more? : )

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