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MidPhase Customer Support: 1
MidPhase Reliability: 4
MidPhase Price Value: 7
MidPhase Account Setup: 5
MidPhase Overall Score: 3 |
Rob's Final Score*:
34% |
| * The final percentage is determined automatically by our in-house percentages algorithm. |
3 years ago these guys were great. They were purchased by another company and now they can't be bothered to help their existing customers.
Click Here to Visit MidPhase |
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This company should get zero stars for customer service - but they get bumped up for having a phone that they pick up eventually.
Three days ago I attempted to access my site, and received a page informing me that this account had been suspended.
I sent an email to support. Hedging my bets, I also called billing, they said it wasn't a billing issue because I was all paid up. They transferred me to tech support, and after about a half an hour on hold, someone picked up. They couldn't check the status of my account, because the accounts system was down. He encouraged me to use the online support system.
I waited until the afternoon, and then called back. At that point the accounts system was back up. This person found no problem with my account and said that my account may have triggered a script that disabled it. He said he'd contact a technician and have them email me when they figured out what the problem was. I asked him if I'd be able to receive emails while my account was down. He said he didn't know, but I'd get it when it was back up. Helpful.
The following day, the account was still down, no email. My clients grow impatient that their files are bring held hostage. At this point I needed hosting service and transferred it to another provider. It was at this time I received an email from tech support:
"Your account is not suspended.
Have a good day :)"
At first I thought he meant it's UN-suspended, but no, he was simply refuting my claim.
I sent another email requesting service.
My patience growing thin, I called back and spoke to a supervisor. He was more helpful. He said that my account was suspended for "overloading the server."
So nearly three days in, the cause was found, and he assured me the site would be reactivated within a couple hours. He was putting priority on it and it would be taken care of right away. They'll send an email when it's back up.
This morning, the account is still suspended. No emails received. I called tech support again. I was told again that a technician would be contacted and that it would be up in a few hours. Skeptical, I pulled out my "irate customer" routine, threatened to pull my business, etc. Sadly, this was the only thing that worked with them, and within minutes the account is finally back up.
The result - nearly three days downtime and about 3 hours on the phone. Five emails sent, one response denying that there was a problem. They've lost my business for sure.
That being said, it's pretty cheap for unlimited space and bandwith. You'll pay for it on the service end.
My Final MidPhase Customer Support Rating: 1/10 |
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When I joined Midphase 3 years ago, they offered a great deal and a lot of control over your site. They were purchased by another company about a year ago and ever since it's been downhill.
They began by rolling back services, such as WebDAV - these services still appeared in the CPanel, they were just hacked out and no longer worked. Their ticket system and tech support went from very friendly to curt one line responses, if a response was given at all.
Downtime increased. Over the past few weeks it took several minutes to render basic html and php. Email would go down for 6 hours at a time. Forwarders stopped working, password protected directories would not respond to their established username and passwords. I submitted a ticket regarding this, from which I received responses from two different people - I sent them the required information and never heard back. That was a week ago.
My Final MidPhase Linux Hosting Reliability Rating: 4/10 |
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Cheap.
My Final MidPhase Price Value Rating: 7/10 |
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N/A
My Final MidPhase Account Setup Rating: 5/10 |
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- 866.643.7427
- 312.753.5650
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- 223 W. Jackson Blvd. #1014, Chicago, IL 60606
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- Equinix datacenter facilities in Chicago, IL
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recommendations to new customers. 
