John Thornhill had recommended to his students a hosting company called D9Hosting, He talked about how reliable and honest they are and how he had been using them for a number of years without having any problems, how they understand everything there is to know about creating and selling information products online, so that if you run into any problems they will know exactly how to deal with them.
If you were to go with another big hosting company and you run into any problems and you needed support, they may not understand your particular problem thats when things can get a bit tricky.
I should have listened to him, My first big mistake happened towards the end of the second week of training!
I had already signed up with another hosting company a couple of months before hand and had paid for 12 months hosting up front with a free domain name for life, but I had not yet used my account and I wish I’d never heard of this company. This company is HostPapa, I don’t know if you have heard of them? Well I now use D9Hosting and I am very pleased with their service.
This is my story how HostPapa let their selves down and more importantly me!
I had been following John Thornhills marketing course and everything was running smoothly. I had registered a couple of domain names with 1and1, I had redirected these domain names to HostPapa and also started to setup my blog on my hostpapa hosting account everything was running smoothly then it happened! I tried to access my email and Cpanel accounts for my blog and kept getting an error message saying wrong password. I tried phoning their support line (what support) then I tried their online support service after typing away to their support person for nearly an hour, At one point I thought they had gone on his lunch break and forgotten about me.
They still didn’t know why I could not access my hosting account? So I was told to go to their online support forum and open a support ticket and someone would get back to me ASAP. Someone did get back to me the next day, superfast support service (Lol) and he tried to tell me there was nothing wrong with my account and I must have been using the wrong password? I replied and told him I had not changed my password and I knew my password. That took another day for him to get back to me again, at this point my website had been down nearly two days and I was starting to get stressed and seriously pi**ed off!
I tried to login to my Cpanel account again but this time it said my account had been cancelled and I needed to contact their payment and billing department? At this point I had dealt with quite a few different support staff and they all told me different things, what a shambles, talk about one hand not communicating with the other? I was told that I had changed my password to my account (which I had not). Another person told me I had sent an e-mail cancelling my account (which I had not).
When I asked them to tell me the email address from where the emails had been sent from he could not tell me? And every time I went onto their support forum it took them a day to answer my questions. At this point I was pulling my hair out and had no confidence in them being able to offer me the service I needed, I decided there and then to cancel my account and open a D9hosting account like John Thornhill had suggested from the beginning of the course.
I could not start to redesign my blog on my D9Hosting account because my domain names were still locked into my Hostpapa account, so I needed to get access to my Hostpapa account (which I still could not at the time) and transfer everything to my D9Hosting account.
Amazingly when I told them I wanted to cancel my account for real this time, everything started to work again at this point I was told it was a server error? That had created all my problems. Well I could of told them that from day one but it took them three days to work that out! (Thats some service) but by this time it was too late as they had lied to me and seriously put me behind with my work, my account had been down for three days! With no sign of an apology.
When I first signed up to Hostpapa it looked like a great deal, you got a free domain name for life as long as you hosted with them. I also believed that after the 30 day trial if I decided to leave them and transfer my domain name to another hosting account it would not cost me anything and that was one of the biggest selling points for me.
What a load of bulls**t that was and below you can see a copy from the Hostpapa forum for an answer to this question:
Will it cost me anything if I decide to cancel my account and transfer my free domain name to another host?
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Nelson
Global Moderator
Newbie
Posts: 24
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Hello and I apologize for the late reply,
We do not charge you to leave with your domain name, however if you choose to leave within your 30 day trial we would not be able to refund you the cost of the domain name (£9.99 for anything but .co.uk which is £19.98 because this type of domain must be registered for 2 years). The domain is yours to take but we only cover the cost as long as you are a Hostpapa customer.
If you have any other questions about the domain names or our terms of service, please feel free to call our sales line or come on live support.
Kind regards,
Nelson
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It was a different matter altogether when I tried to cancel my account. I was sent an email telling me I had to pay £10 + VAT which is about $16 if I wanted to transfer my domain name to another host. What stunned me even more was they wanted the money sent by bank transfer (talk about trying to make it as difficult as possible for we to leave!)
I sent them a copy of the Hostpapa forum message, saying I had read this and it had been a big influence on my decision to open a hosting account with them.
Here is a copy of their reply:
Unfortunately the explanation you received in our forum was poorly worded. We have asked the representative who made the explanation to be more clear in the future. Domains are only free as long as you are a customer. There is a fee applicable for you to keep the domain and have it transferred away from HostPapa.
So he had lied. I sent them that in an email but they never replied? I wonder why?
Anyway I have learnt from this mistake. I have done a bit more research on them and found out I wasn’t the only person to have problems with hostpapa and their poor customer services. I won’t be making that mistake again and have now been with D9Hosting for about two weeks now and everything is going great!
If you are looking for a reliable hosting account, I seriously recommend D9hosting, you could do a lot worse. I did at the start of my journey, don’t make the same mistakes i did.
Learn from them!
Paul Thomas