DH2.Net Have Awful Customer Service [Software?]
[Meta & Reviews] Reuben @ Jun 21 2006

UPDATE 2 - They have made good. This may just have been a series of unfortunate events. However, if you’ve experienced similar bad service with them, please leave a comment on this post.

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UPDATE - this may have been a glitch in their customer service software. Colin, their customer service advocate, is working on getting this resolved.

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DH2, my webhost, have terrible customer service. They didn’t used to.

Their plan allows you to have 5 addon domains. The control panel used to allow you to add/remove domains, so you could service them yourself. However, a bug was discovered in their software in March, so they removed this feature. Their reps assured me that if I wanted to do any switches in future, I could just contact them, and they’d do it for me, free.

So, 3 weeks ago, I needed to switch a domain. I wrote to them. They wrote back, and said “sure, for $35.” ($35?!!! I could host a domain at a whole variety of places for $35. Additionally, for what is at most a couple of apache configs, $35 is ludicrous.) I reminded them that they’d promised to do it for free.

They blacklisted my IP address.

That’s right, they blacklisted my IP address. Now I can’t get to their website, and their “live chat”, from my home computer.

Nevertheless, I’ve sent them 6 seperate emails over the past two weeks, and have received automated acknowledgements from all of them. However, their reps have not replied to any of them. I did reach a rep once on live chat from my work computer; she said she would sort it out, but nothing has happened.

I’m very close to pulling the plug on the contract and moving to a different host.

Moral of the story: avoid DH2. They’re just not that good. (There have been a few outages etc over the past 9 months, also, and they have a terrible “security” filter which prevents you accessing all features in wordpress, prohibits you from typing certain unix paths, e.g. fwdslash-etc without escaping part of it, and so on and so forth. Further, the mime-type headers in the http responses are sometimes messed up by their apache config, so that when I e.g. save a post in wordpress, firefox thinks it is downloading. They’re not that good.)



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