[mhitza]

They are competitive price wise, but less competent human wise.

Their lack of user care shows when you start talking to support. I've never had this experience with an US company (except the US giants) where support basically gives me an "it is what it is".

The most recent that really put the cherry on top.

I was planning on dropping them when running out of prepaid credits.

ALL SaaS software I've used before that had a top up option would notify me when my credits where about to run out. Bunny doesn't.

What is a point of a credit bar (progress bar) of you can go into negative? I went into negative.

There is no option to pay only what you've used, but the minimum necessary is a 10er.

Which should remain as credits in your account for future use.

But then you can't even spin down your usage by dropping everything because merely having the account you pay the monthly subscription of 1+vat.

Support: paraphrasing "that sounds right". And I could be quoting them with this for almost all 3 times I've interacted with them.

Yes, I am very much unpleased on customer support experience. But they are not unique and a symptom of multiple EU providers I've switched to in the last 3 years.

[psini]

Not saying there are companies going above and beyond for customer service but getting a human answer at all when spending single-digit euros a month seems impressive enough; then again I am european so certainly biased :)

What would an american provider have done? Changed their pricing model for you?

[nijave]

It is common for support to closely work with product and be able to respond with product roadmap and feature guidance.

At least they can say "we sympathize but it's not a priority" or "it's a medium priority but we don't have a concrete timeline" or at least recommend best practices/workarounds

[mhitza]

My website traffic was a couple megabytes per month. I paid them for about 3 years for neglegible usage. Should I have zero expectation for paying because its cheap?

You can be metered or fixed price. Mixing the two in the most inuintive way possible is a true innovation. /s

Other cloud based provider have the option to pay for your usage to the cent. I guess that innovation didn't reach the EU. /s

[hvb2]

Assuming they've hosted you for 3 full years, I wouldn't mind the 10 euros. Even small sites need all infra to work. The fact that your site is small only means it costs less in transfer.

[psini]

My experience with all EU providers so far is yes, you do have to prepay, I think Hetzner for exemple was 20 euros when I signed up years ago?

Most likely they are unwilling to let customers pay later without any guarantee that they're good faith and solvent. Maybe it is a cultural thing? It's only my personal opinion but it never struck me as unreasonable.

[kerridge0]

Something similar happened to me with twilio - years ago I had a number 'parked' with them, my card expired, they never notified me, account went into arrears, and they cancelled my number. I was quite a special number, a UK '0200' number they'd released somehow, which shouldn't have been released. When they then acquired sendgrid, to add insult to injury I eventually found out that I was blacklisted and had to go through various validation procedures in order to do business with them, which I declined to do.

[littlecranky67]

How much do you pay per month? Never expect a real human tech expert if you only pay 10$/month for something. A human talking to you for 15minutes destroys their entire profit margin on your payments for years. Unless you hit a bug or something in their system, support is expensive.

[KomoD]

> ALL SaaS software I've used before that had a top up option would notify me when my credits where about to run out. Bunny doesn't.

"Our system will automatically send multiple warning emails if your account balance drops beyond a certain point" from https://bunny.net/faq

I don't know what that "certain point" is, though.

> There is no option to pay only what you've used, but the minimum necessary is a 10er.

Yeah, annoying but also understandable because of payment processing fees.

> But then you can't even spin down your usage by dropping everything because merely having the account you pay the monthly subscription of 1+vat.

That's incorrect, if you have zones, then you get billed €1/mo, if you don't have anything, then you aren't billed anything... this is my billing history:

Monthly usage for May, 2026: $1

Monthly usage for February, 2026: $1

Monthly usage for July, 2024: $1

Monthly usage for June, 2024: $1

Monthly usage for July, 2022: $1

[mhitza]

First one didn't happen, so I don't know what the threshold is. But don't sell me a credit based system if it can go in the negative. Again for a progress bar that doesn't represent negatives.

You are correct on the billing front. I checked the dashboard and I misremembered the day I switched off my resources. June was a slow moving month and I though it happened last month!

I'll retract my claim in the previous comment if I still can edit.

[looperhacks]

So you unhappy with their pricing policy, which sounds understandable. But what were you expecting the support to do about this?

[mhitza]

Maybe an acknowledgement that is a limitation that they understand and it would be something they could change in the future. Maybe showing understanding that it is surprising that a credit based system goes into negative.

I don't know, this was not the first time I got surprised by their system.

Before that I preloaded my account for a couple of credits (+vat). Then they switched to monthly invoicing (+vat for my existing credit). Basically I got double VATed (?) for the single initial payment. Paid for 12 months upfront only to have to recharge more quickly. Why should it be my problem that they have problems understanding billing and building billing systems?

In the past when I signed up it was advertised as usage based billing with the fixed monthly fee somewhere in the fine print? But there is also some usage minimum because at some point I started getting credits used. But not in the first few months where my traffic was under some threshold.

It doesn't help that they constantly move things around in their website with no clear thought. Like how I was corrected in another comment thread with information that isn't on the expected pages like pricing or terms of service.

Maybe they just lack understanding of user experience. Or I'm just a dumb user. I accept either theory.

edit: honestly I don't know if I was double VAT situation or just became a non VAT except company, and ain't gonna dig that up, but if it's the later they should have swallowed the cost for existing credit because changing expected outcomes mid way is no bueno.

[re-thc]

> I've never had this experience with an US company (except the US giants) where support basically gives me an "it is what it is".

Similar US vendors = you're lucky to even get someone to talk to or is too far from the chain to actually know so you get a "generic" answer.

[BenjiWiebe]

(Before Linode was acquired) I called in and quickly got on the phone with a live human who was very familiar with the product and helpful, and sounded (accent) like US-based support.

At the time I was paying $12/month IIRC.