Review Time
Tonight, I truly experienced outstanding support in every way with the representative. During one chat, I raised over four different issues, and they were resolved smoothly and confidently. This was one of the best support experiences I've had. Thank you very much! George
I’ll be updating this review regularly to highlight the ongoing issues I’ve experienced — from poor service quality to repeated system failures and clear signs of incompetence across multiple departments. My goal is to help others make an informed decision before going through what I’ve been through.My overall experience with this company has been extremely disappointing — from the migration process to server performance and customer support. It’s been a constant cycle of problems, delays, and false assurances.If you search “Goodbye Liquid Web Support” on Reddit, you’ll find many honest discussions from users describing similar issues. The recurring theme is clear — once support is outsourced to developing nations, the quality and expertise drop dramatically.While there are plenty of 5-star reviews on sites like Trustpilot, many of them are vague, repetitive, and often from accounts that have only ever left a single review. That raises questions about their authenticity and the screening process.Here’s my personal experience:My websites (over 400 of them) have gone down multiple times. Each time, I’m told it’s a new issue — and every technician promises a fix that doesn’t last.Site performance has dropped drastically. On average, they’re running four times slower than they were on my previous servers.Despite repeated claims that “optimisations” were done, there’s been little to no improvement.Every day feels uncertain — wondering if my server will stay online or collapse again.Communication and support are equally frustrating:You can’t send images directly in chat. Instead, you have to upload screenshots elsewhere and share a link — which is absurd for a web-hosting company.Chat quality is poor, with many agents struggling to understand or communicate effectively in English.Phone support is nearly impossible to reach unless you call the sales line and claim it’s an emergency. Most issues are handled over email or chat, often taking 12+ hours to get a response.False promises and misleading information:Before signing up, I specifically asked about outsourcing and was assured that all support was based in the U.S. or Europe. However, I’ve spoken with multiple agents clearly located in India — confirming that this isn’t true. And yes, it matters: technical knowledge, communication skills, and response quality have a direct impact on uptime and service reliability.Security concerns:My server has faced constant attacks since migration, and support simply blames “Microsoft Azure bots.” I never had these problems in seven years with my previous provider — so the timing speaks for itself.I’ve even had to pay for international calls just to reach someone when the situation became urgent. After only two weeks, the stress from misleading communication, endless excuses, and poor support has been overwhelming.I’ll continue updating this review to keep others informed about what happens next. Expect a generic public reply below from the company saying they’ll “look into it,” followed by a wave of new 5-star reviews to bury this one.For transparency — I noticed a review posted on 14 October 2025, claiming “U.S.-based tech support,” with a company reply reinforcing that claim. Based on my firsthand experience, that statement is simply not true. U.S.-based support does not exist in practice.27/10/25 - many of my clients saying that they can't access their emails with errors within outlook coming up.27/10/25 - spoke to a support operator who couldn't access my server without my 2fa code besides, every other tech being able to do so.More to come. I want this to be the most comprehensive review on the failures of this company with me continuing to post this weekly so that it stays on top.To the person who comes along and gives a bullcrap response that you are sorry for my experience. No your not, stop trying to make other users feel as though you actually care, if you had a server with liquid web you would be in the exact same situation.
After our migration to new machines, we were working with Matt on our Domain Trust. With several new security settings in place in our host environment and multiple generations beyond our previous implementation, we had many new obstacles to a successful implementation. What started as a 1 hr workshop turned into a 3+ hr exercise in problem solving. Matt's expertise and determination are a prime example of why we choose to host at Liquid Web!
Review for Felix at Liquid WebAfter a frustrating experience with chat support, I called in and got Felix — and he was outstanding.Felix was confident, knowledgeable, and immediately understood the issue. I had been trying to explain to the chat tech that my swap memory was maxed out, but instead of addressing that, I was met with what felt like AI-generated responses about website optimization. The chat tech eventually ended the session and handed me back to a chatbot — which was incredibly frustrating.When I called and reached Felix, the experience was completely different. He quickly identified the problem, confirmed that I was right about the swap memory being the culprit, and resolved the issue in just five minutes. He also reassured me that my sites were already optimized and didn’t need unnecessary adjustments.Felix showed what true customer service and technical expertise look like. I can’t remember the chat tech’s exact name — something like Armmed or Ammed — but that person could definitely use additional customer service training.Thank you, Felix, for turning a bad experience into a great one!
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Liquid Web is a hosting company totally devoted to web and cloud professionals like you. Growing businesses and the Designers, Developers, and Agencies who create for them. It’s our focus. And that focus translates to products, services, and support designed specifically for mission-critical sites, stores and applications. Our nearly 250+ experienced administrators, engineers, and technicians are dedicated and empowered to make your life easier so you can focus on the work you love. For us, it is all about Powering Your Business Potential™.See more
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