Extremely disappointing experience with Xneelo.
We have now been experiencing an outage for 7 days and counting. We have a server with Xneelo, as well as at least five websites hosted with them, and we have been unable to receive emails throughout this period.
The impact on our business has been significant. We are currently unable to access our Takealot Seller account because we cannot receive the OTP required for authentication. Takealot is a core source of revenue for our small, family-owned business, so being locked out of our seller portal for a week has had a serious financial impact.
We understand that technical issues can happen, but seven days of disruption is unacceptable for a hosting provider. What is particularly frustrating is the lack of clear communication. The updates we have received have been ambiguous, and after seven days we still have no meaningful ETA for when the issue will be resolved.
We chose Xneelo expecting reliable hosting and professional support. Unfortunately, this experience has fallen well short of those expectations.
We’re truly sorry for the disruption and frustration this prolonged outage has caused, particularly given the significant impact it has had on your business and your ability to access your Takealot Seller account.
We understand that this issue has taken considerably longer than expected to resolve, and we sincerely apologise for the extended disruption and the inconvenience this has caused. We also recognise how important clear and meaningful communication is during an incident of this nature, and we’re sorry that our updates have not provided the level of clarity you needed.
As of this morning, our teams are continuing with the migration of email services to higher-tier storage infrastructure. This work remains underway, and we are focused on completing these migrations as quickly as possible. Once completed, we expect this to provide greater stability for email services.
We cannot apologise enough for the length of this disruption and the impact it has had on your business. We greatly appreciate your patience while our teams continue working to resolve the matter, and we will keep our customers updated once the issue has been resolved.
Kind regards,
The xneelo Team
Best regards,
We’re truly sorry for the disruption and frustration this prolonged outage has caused, particularly given the significant impact it has had on your business and your ability to access your Takealot Seller account.
We understand that this issue has taken considerably longer than expected to resolve, and we sincerely apologise for the extended disruption and the inconvenience this has caused. We also recognise how important clear and meaningful communication is during an incident of this nature, and we’re sorry that our updates have not provided the level of clarity you needed.
As of this morning, our teams are continuing with the migration of email services to higher-tier storage infrastructure. This work remains underway, and we are focused on completing these migrations as quickly as possible. Once completed, we expect this to provide greater stability for email services.
We cannot apologise enough for the length of this disruption and the impact it has had on your business. We greatly appreciate your patience while our teams continue working to resolve the matter, and we will keep our customers updated once the issue has been resolved.
Kind regards,
The xneelo Team
Best regards,