[mike-cardwell]

I use OVH. Their support is horrendous though. For example, I put in a support request at mid-day this Saturday to ask if their geo-ip feature where you can select which country you want an additional IP to appear to be from, meant that the IP address actually terminated in that country. They didn't get back to me until this morning (3 days later), and the response was a bit vague.

I bought some new IPs 4 hours ago for my VPS. I've had an automated response to say they've taken payment. Do I have the IPs? Not according to the control panel. I imagine I'll get them at some point in the next 24 hours. shrug If not, I'll put in a support request to ask where they are and maybe wait another 2 or 3 days for a response.

When I signed up a few months back, I purchased my first VPS on a Saturday. At no point did they tell me that my order needed to be manually checked. I eventually got my VPS on Monday morning.

Does anyone even work there on the weekend?

Amateurs

[duncanawoods]

Meh, doesn't sound too bad to me. Its not like your machine has failed and they are not responding. You use OVH/Hetzner with the understanding that the great prices come from minimal support and the hardware will be used or desktop class. Hetzner support is strictly standard office hours. If you want instant responses, you can pay 10x at another provider but you chose not to.

[mike-cardwell]

The thing is, it wouldn't have cost them anything for them to have sent me an automated email to tell me that my order needed to be manually checked, and I would get it within X hours/days. In fact, because they didn't give me this information up front, I ended up logging a support ticket to find out what was going on.

It wouldn't have cost them anything to tell me up front that IPs aren't automatically provisioned and required manual intervention and it would take ~24 hours before I get them either. Luckily for them, this time I didn't log a support ticket, because I just assumed that they would have crap processes and that's why it was taking so long. I mean, why did it take so long? Where they manually checking my order again, even though I used the same payment details? Does somebody need to manually pick some IP addresses from a spreadsheet? Why is this process not entirely automatic?

This is the sort of thing that should be automated for low cost hosting systems, precisely to prevent having to provide unnecessary support.

[karussell]

That is only partly true. First of all OVH has different offerings (and I expect that I can get a new cloud server any time?) and Hetzner replied instantly to us when we had a server down on a Saturday. You can even call them by phone. Hetzner is no cloud and mp fluff and feels a bit aged, but the support is not bad and for normal questions within hours on working days. PS: I do not work for them ;)

[balladeer]

Had an OVH account. They suspected server was hacked. Nuked my account and hence the websites on it (it wasn't; many were affected at the time and it was a false alarm). Moved all the content to a folder (that was on a server/path to which they just gave me FTP login) and I had to get that data by some period of time. Tried to get in touch with them at least 8-9 times. Every time received a copy-pasted response on how to download my data. Just that. Called them once and I was asked to contact on email.

That was it. They also own Kimsufi. I had one account there too. Cancelled both of them and moved to VPS providers and it's been 3 years w/o complaints (my usages were/are very small time though).

When I checked around on hosting forums, looking for ways to contact them, everyone used to laugh as in "Support and OVH? Lol".