No backups, losing data, disastrous client services, broken configuration, terrible communications

Our shared web hosting server mostly based on cPanel has been broken for over a month. I say mostly because it's got a debilitated email configuration that's "on another server".

Tickets: ***, ***, ***, ***, ***, ***, ***, ***, ***, ***

These are all related to the IMAP failing, progressively getting worse over time. The most recent tickets are us begging for a backup but 1-Grid hiding away from taking responsibility.

At first one IMAP mailbox started failing. We waited a month for a ticket response and heard nothing back, only "problem resolved."

Every since two additional mailboxes are failing.

We've now raised numerous new tickets and escalations and we have the most terrible experience with 1-Grid's tech support and their system.

I find the fact the people on Hello Peter are talking about good service impossible because at least these channels are broken:

- Timely response to tickets - Ability to escalate - Ability to get back to the client - Taking responsibility for a problem

Mostly escalations are near impossible.

1st line of support struggles to communicate.

After another week of trying we finally reached 2nd line of support. They admitted a problem but made it clear that we won't be able to get access to 3rd line of support because:

"They are busy and running scripts."

Essentially what we have is a broken cPanel server and we can't access our email properly. To compound matters 1-Grid isn't able to provide us with a backup.

Through some disastrous configuration customization they have debilitated backups by moving email off to another server. So ordinary email WHM/cPanel backups do not work on 1-Grid's servers. They then forced us to purchase backup software which also doesn't work. More money wasted and of course nobody able to give a refund.

In man hours we have spent so many days including around 40 waiting days on these problems already.

Nobody has the curtosey to tell us what is happening.

We paid an external consultant to assist, and it was handed to them on a platter that their server's log file should have the issue. Possibly a hard drive crash or similar situation.

However, since they are unable to communicate or escalate or give us the courtesy of a response this has also gone nowhere.

The worst part is when you ask for an escalation, they remove those tickets from your client area and you can't see them anymore. Then for days on end you have to beg them to give feedback, which of course doesn't happen.

If you want to burn your money use 1-Grid for hosting.