Review Time
I've been with midphase for 20 years and found them generally stable. Support used to be good, but about 5 years ago they must have changed the model because it became a lot less helpful. Then about 1 year ago load times became an issue. Now I've lost access to all back end operations on my server, including access to my email, and because of 2fa there is no way to log in to submit a support ticket without email, and the support phone number cannot be accessed from overseas. So now I just get to email a generic email and wait and wait and wait. Something I have been doing. Overall it's a cheap web host that mostly works, but support has become an issue for when it doesn't.
I've been with Midphase for 10+ years, formerly ANHosting. In the last year the customer service has become horrid. They just did a server migration, at the end of May, and told everyone to update their DNS settings on all their sites within the week they did the migration, and hardly any grace period, probably just about a week before the old servers stop serving. But if something doesn't work as far as the DNS settings, you're out of luck because you can't get them on Chat, Phone, or Email. So some of your sites just won't be online for some indefinite time period. Unbelievable. I tried to chat with tech support, which used to take 10-20m before getting them online, now you will be sitting in queue for OVER 3 HOURS! I gave up the first time, then the next day I tried again, and waited 3.5 Hours and probably took 2 hours to get my issues almost resolved. Now I still have one more site that isn't online and I'm still waiting for a support ticket response and email response, for the last 7 days!!! Does anyone work there anymore?And then to top it off, my plan I've had for all these years let me add several "add-on Domains" to my account. Now without telling me before this chat session, I can now only have 10 domains, no longer called "add-on Domains". So no word, nothing, since the server migration, my account is now downgraded without any kind of notice.Update: I knew I would get a response here faster than in the customer support ticketing. The response you can see below is to send an email to their client escalation email, which only creates a new support ticket, which they seem to never get around to now. So they care more about responding to reviews here, than servicing their actual paying subscribers. And I like the 5 star reviews that seem to show up when an actual review calling out their horrible support are posted. Don't fall for it. I would say stay away from this company until they actually get back to servicing their clients. It's a total clown show right now.
Over the past week, I encountered a critical issue with my website's SSL certificate, rendering it unusable. Recognizing the importance of SSL for security and user trust, I reached out to the support team for assistance. Unfortunately, my experience has been profoundly disappointing.The response time from both the live support chat and support tickets significantly impacted our operations. On the first day, I attempted to connect to live chat, but encountered issues with it either being down or reloading, which reset my position in the queue—starting at 27. Concurrently, I opened a support ticket, as no phone support was available. It took an excessive six hours to make initial contact with live chat on the second day of trying to connect. During this time, my website remained inoperative, which is unacceptable for any online presence, especially when it involves critical security concerns.Once I made contact, the support provided was less than satisfactory. The solutions offered did not resolve the SSL issue, and the overall quality of customer service was underwhelming. For a service where timely and effective support is crucial, this level of service is extremely concerning.As a customer, I expect reliable and efficient assistance, especially since the service advertises '24 hours a day, 7 days a week' support via live chat. Unfortunately, my expectations were not met. After several days of struggling to gain support, the issue was finally resolved, and my website is now accessible again. This experience highlights a significant discrepancy between the promised and delivered service quality.Previously, my experiences with this service were positive, which makes the recent decline in service quality particularly disappointing. This change coincided with a server migration that occurred last month. I am deeply concerned about these changes and their impact on customer support responsiveness and effectiveness. It is my hope that this feedback prompts the company to address and rectify these issues promptly, ensuring that future clients do not have to endure similar frustrations.
Support CHAT is a miserable experience. Something is wrong when you need to wait more than 3 hours for a chat. Waited 3 hours one day, gave up, and then about 5 1/2 hours the next day when I lost my place and gave up. I then tried sales who answered chat in minutes. Jannique answered most of my questions which was great.
I have been attempting to get a certificate issue resolved for days. I realized that the certificate had expired on the 3rd. I spent FOREVER in the chat queue and then suddenly the support just dropped and I couldn't get a chat support going again. I waited till Monday. I FINALLY got ahold of a live person who said they would update the certificate and it would take 2 to 12 hours. Ok. Except it never happened. Here I am, waiting on chat support again for at least six hours now and the phone number doesn't ring at all. Just disconnects. It appears something with this company changed in the last year and the support has really gone downhill. I still have "some" hope that I'll get this issue resolved this year.
Been their customer for 18 years ir so, since some months the customer service went really bad. Live chat take hours to get hold to (10-25 clients in cue, each client takes 10-15mins) and eventually you have to give up. Ticket not replied since 2 days so far. Guys please be the good old midphase of the past
Our site stopped working due to an expired security certificate, which is supposed to be maintained by Midphase. The first response from the technical support took a few hours and didn't solve the problem. It is the end of the day now, and we are still waiting for the second response from the support. The chat support is not working either, and there is no way to contact support directly while our website is still down.We had positive experience in the past, but things turned downhill after the recent migration. We are getting close to moving to another provider...
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Web hosting and domain hosting services from Midphase. Established in 2003 Midphase is known for great hosting, great service and great pricing.
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