We initially started with two TruFlex dedicated servers, plus our own switch and firewall. After a couple of years, we added a third server. Our configuration was a little unusual but not especially complex.

Our servers were in the Chicago data center, but TruFlex support was run by a company called PowerMedium that Hostway bought, and these engineers were in Tampa, FL.

We had significant and ongoing problems with support. It sometimes took days to get a response to questions and then the responses were often incoherent and illogical and we'd have to start all over again. Support requests got lost between Chicago and Tampa, and there were certain things that Tampa engineers could not work on that had to go back to Chicago. We had standing orders that our servers were never to be rebooted at certain times but engineers repeatedly ignored these orders. When we started processing emails through our system, sometimes tens of thousands per day, they never could get the firewall properly configured.

If you're a smaller organization with shared hosting needs or a single dedicated server, or a very large company with highly specialized needs that can afford dedicated techs, you're probably OK. But if you're in between these extremes, with multiple servers and some unusual setup issues, I don't recommend Hostway at all.

aside from the fact you cannot get support for weeks, most of their servers will not pass hackersafe/macaffee secure. that should make you pause. but what should stop you dead in your tracks is how they will not fix the security issues. they are clueless technically and read to you from script books.

couple that with an email system that drops messages and cannot display messages from any verizon client (really truly!) and you have a host to be avoided at all costs.

I was a Valueweb/Affinity customer. They were purchased by Hostway and since then, my server has slowed, my site has experienced random outtages, and I haven't been able to get tech support on the phone and I've been waiting days (not holding my breath) for their callback service. In my mind, the perfect trifecta of suckiness. I didn't realize Hostway was the problem until I started googling the internet and found out about the purchase of Valueweb and the reasons for the outtages. I will seriously evaluate leaving.

Lou

I have had terrible experiences with Hostway. The support is absolutely terrible. I had a customers domain name that I mistakenly registered there held from me for ages. They wouldn't let me have my domain back! I couldn't believe it.
Take it from someone who's been building sites for about 8 years...DON'T HOST WITH HOSTWAY!

I have hosted websites on hostway for nearly 8 years. About a year ago began starting new sites with a different service because of decline in service (servers down, web stats disappearing from the file, etc.)

Left one site with Hostway because of the associated Mailman service. What a mistake! Haven't been able to access the account for over two days during a critical time, and can't get any help from technical support.

Confirmed during second of many phone calls (all of which started with a 30+ minute hold period) that they have changed their support vendor.

People answering phones now are nothing more than glorified secretaries who can't fix anything.

No response to web or email trouble tickets. One phone answerer said "oh, we haven't gotten to those."

Another one told me the mail server gets overloaded because of the number of users. I suggested that perhaps they needed fewer users. She laughed!

Too bad to see this company go downhill so fast so bad. I used to rave about them--despite the price--to everyone.

We are encountering mind boggling experience with Hostway, terrible. Received two weeks ago message of their 'Abuse Department' that two of our databases were over limit. Responded immediately that we would move to our dedicated server, also via them. Then, without any notice, they removed all our databases, containing latest planning data of our customers. Since then, we have been on the phone with them for hours and they respond that we 'need to be patient'. However, they just do nothing, do not respond on emails, and even cut us off on telephone. What a terrible company!

Please see below some of the communication:

Sunday, April 20, ten days after problems started:

Content-type: text/html
Software error:

DBI->connect failed: Access denied for user: 'watches@grieg.siteprotect.com' (Using password: YES) at index2.cgi line 216

STILL NOTHING DONE


12.04.2008 09:53 You wrote:
> To rate the quality of our response, please go to https://sitecontrol.hostway.com/pas/...22132993560038
>
> Hello Peter,
>
> We do understand your frustrations and apologize for the inconvenience caused. We have submitted this issue to the appropriate department and our second level staff is currently working to resolve the issue. We assure you that this will be treated as a highest priority issue and we shall update you as soon as possible via ticket #12511374.
>
> Once again please accept our sincere apologies and we appreciate your co-operation in this matter.
>
>
>
>
>
>> Dear Support,
>>
>> Still no answer! Our customers cannot place orders, right after a two
>> week fair, normally quantities of watches representing hundreds of
>> thousands Swiss Francs.
>>
>> You send an email that databases are over limit and one day later
>> somebody disconnected our databases, destroying the most important
>> sales
>> week-end in year. Then, all I hear is that I should be patient. It is
>> unbelievable how Hostway treats us.
>>
>> We have hosting plans and dedicated server with Hostway for over 10
>> years. Does that not mean anything to you?
>>
>> Extremely disappointed and disturbed in Switzerland, Peter Stas
>>
>
>
> If you have any questions, please do not hesitate to contact us again.
>
> Sincerely,
> Roopali R.
> Hostway Support Staff

I have been with Hostway for over 5 years now. And they have consistently been getting worse each year. If your site has a fairly significant amount of traffic your users will experience delays of up to 30-60 seconds to get to your php pages. You can imagine where your traffic goes (that's right, bye bye), and that's what I'm going to do with Hostway. Their tech. support is slow to respond and often can't resolve the server problem, further they are reluctant to move you to a server that actually works. Further, they are ridiculously expensive. If they were $1/mo and I had little traffic, I would consider them, however they're not the choice if your business is at all dependent on the internet.

I was doubled billed for the hosting service that I selected. When I called to complain, it took 3 calls and on hold each time to be told we will look into it and maybe issue a refund next week. I asked for contact information so I could check back on the progress and was told no.

I faxed them the bank statement showing 2 charges and they admit I only ordered one service but were not willing to say they would issue a refund.

I find this a very unprofessional way to handle your customers. The billing support person could not explain why it would take so long. No supervisor or manager willing to take the phone call.

This is not customer oriented service as they claim. I have filled a complaint with the BBB online.

I've been working with Hostway since 1999 (and also sued other web hosting services). While it may be partly due to 'familiarity,' I find Hostway's management tools a features to be the best we've worked with. Sometimes support queues can be long (they are increasing staff to address that), but once you get someone on the phone they go out of their way to help you. I've even had Hostway support reps give me their personal e-mail addresses. I highly recommend Hostway.

Problems:
FTP Servers do not work,and they do not know how to fix them.
Support operators have been dramatically worse, in th e past year.
Unauthorized charges to the credit card on account.
Support wait times routinely over 1 hour on hold.


I am stuck with these peopel as they billed one year in advance, without authorization. I would have moved already. Make sure you want to deal with the headaches mentioned above, before you pay them a cent.