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HostHatch suspended server and ignores ticket
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How else can you read it?
"Let us know when you're ready for us to process your refund if you want to cancel", thinking that he's absolutely going to choose to cancel since he's stated conclusively that he'll never use us again.
"I don't want to cancel."
Oh, that was unexpected.
Read their reply 30 minutes before that, before they changed their mind.
Actually, it’s not irrelevant. It’s the crux of the issue. The slow support only became a problem because my server was suspended, and the situation escalated unnecessarily from there. Had I been allowed to continue with the service, as I was initially given the option to do, none of this would have been an issue. You’re trying to frame this as though I’m asking for promotional pricing with full support. I’m not. I’m simply asking to continue with the plan I paid for, understanding the support limitations. The problem arose when HostHatch decided to revoke my ability to stay on that plan, after originally offering me the choice to remain. That’s what caused this entire situation, not my “acceptance” or “rejection” of slow support.
So no, the problem isn’t solved just because they refunded me. The problem is that HostHatch made the situation worse by reversing their original offer and forcing me into a corner, all because I had the audacity to criticize their handling of the situation publicly.
If anything is irrelevant here, it’s the assumption that this is just about support speeds. It’s about how this situation was escalated, when it didn’t need to be.
Have you actually read the tickets raised by OP?
He acknowledged his mistake and stated that he will work through it to make sure that it won't happen again. But he had no clue what triggered it so he is asking what he shouldn't do in future.
And then he requested to bring his server out of suspension.
No answers were given so he was forced to address that here in LET.
It is very disappointing to see a client has to come here to talk about a ticket raised in the providers platform to gain attention.
Yeah. It says a lot that their LET response time is a small fraction of their ticket response time.
Yes, I agree with you on this. HostHatch has said in this thread they will prioritize service affecting tickets from now on. Hopefull they will keep their word on this
If they actually meant this, they’d have no problem letting OP stay on the promotional tier instead of upselling him. That’s proof enough.
Personally don't have a problem with this, if they no longer want his wallet, that's up to them
And again, I'd say re-read what I said. I agree with you that I think you should be able to do that. What I'm saying is that you painted yourself into a corner by framing it as it's not your fault because the support limitations weren't made clear to you.
Yes I have. Hosthatch agreed, said they'd handled it badly, and would try to improve both the clarity of the support limitations and their overall response.
You don’t see the issue?
They’re saying that they didn’t handle his case like they should have, or at least, that’s my understanding.
Yet, they’re saying that he’s not fit to be in the promotion tier pricing.
Ah, I see. Yes, that's a problem. Once again the person handling the ticket put their emotions first.
Yeah
If he just said straight away that it won’t work, you can have a refund, I would honestly have been fine with that. That’s their choice
Share this DM.
don't see how @emgh's professional career choices a year ago is relevant to OPs thread.
Too much personal info
But actually, I just pinged them about one year and 3 months ago to be clear, back when I studied law
I saw now that I sent the DM in August 2022, so it’s even more irrelevant.
Two years later, I posted a great review of them
@emgh I'm trying to understand what you mean by this,
Yet, he's using the 2023 DM as a personal attack and a way to dismiss any critisicm again and againThe last reply IS SOMETHING you come across very rarely. There are two different facade of hosthatch here.
and then add the upselling.
If this is "the support", I'll be very worry about the standard package because in standard package, they promise to reply more and quicker.... I am not sure this is a good thing to be honest considering each of their replies also trigger people more
This support staff is one of the most unprofessional ones that I have come across.
Indeed, I'd agree with you too, until I see things like https://lowendtalk.com/discussion/195170/hosthatch-openly-lying-about-offers-only-providing-half-of-the-advertised-cores/p1 (note that he uses one more provider who does the same thing, longer than he used us, continues to use this provider, and did not open any such threads about this said provider, yet did about us, which leads to the only rational decision that he is indeed biased, or he would at least be kind enough to blame all providers equally)
Don't take this as an attack because it's honestly not, k? Sometimes the zeal with which you come after Hosthatch it does feel personal. Again, I'm not saying it is but it sometimes seems that way. Then just minutes later you'll post something perfectly reasonable ( again, for clarity, this is only my opinion on what's "reasonable" ).
I feel sorry for @hosthatch
One unhappy customer and such a drama.
tldr basically
Customer misconfigured software (docker) on his machine which led to breach of TOS event of hetzner.
Customer did not read Hosthatch promotion in full
https://lowendtalk.com/discussion/190331/black-friday-2023-nvme-and-storage-deals
To quote
Customer is now unsatisfied
Pile of shit is rolling towards hosthatch.
Another day on let.
Another drama.
Keep the popcorn 🍿 coming ...
No worries at all. I can see that. It honestly is personal to some extent. But it’s not because of the 2022 job. It’s because of what I consider personal attacks from their side.
By the way, @hosthatch asked me to make that thread if I recall correctly, I didn’t even mention that priorly.
Again, speaking off of memory here.
I’ve explained why to you probably 10 times now. Do you recall my explaination? You sure don’t provide it with the link.
Finally, re. that I use a provider doing the same thing I’m accusing HostHatch of, I’m sure he means BuyVM. I’m fairly certain that I’ve told him that I don’t use BuyVM, but he pretends like I haven’t and continues his lying crusade.
So that’s likely just another complete lie.
But it makes me look bad and him look good so I guess that’s all good in his book.
As someone who just gave this company a great review I now dread the time I might have to use the customer service desk over a simple mistake because we're all human and we're going to fuck it up, much like this colossal fuck up that OP is experiencing.
Unfortunately you're on LET and the amount of criticism and feedback you've gotten(minus the personal issues) are pretty valid. OP is getting royally fucked over a simple mistake they want to resolve yet your support is pushing the standard plans and not actually following up to make them whole.
This has been extremely unprofessional and again I now dread the time I may have to use your support if I make a mistake.
Thanks for pointing this out but imo it's still poor. I understand the provider can set the terms but what I don't agree is the refusal to help OP feel whole or even work to resolve the issue. Just a forced refund and "bye, use our standard plans if you want better support".
This also could have been a false positive which did we even rule out? I'm not sure, a lot to go through.
Anyway... This is still an incredibly poor experience and this situation sucks.
You are welcome to contact support at any time. In case you are using one of the promo packages, you may get a slower response from time to time (as advertised). We are very upfront about this, and have been for the many years we've been selling them.
The legitimacy of the complaint isn't in dispute, the response times of both the OP and Hosthatch are.
I'll share my experience with you just in case it helps put your mind at easy. I've dealt with support on maybe a dozen occasions over the past five years and it's never been a problem. There's been times when it's been slow but they've always taken care of me. I've never had an occasion where I shot myself in the foot the way the OP did though so my experience is admittedly not the same.
I understand that and yes you can set the terms, but as feedback for you this is incredibly poor as this now creates an unbalanced support structure where everyone gets treated as second class citizens vs being treated the same.
In the likes of OP (and please keep towards OP not me or anyone else), they have not been made whole and they're told to leave with a forced refund when they just want to fix their mistake and get on with it. Which is not a hard task to do and is not something that should be game over for them.
What should have happened is some intervention should happened immediately as support failed here and again they're being given the boot forcefully.
Even if OP shot themselves in the foot by leaving an exposed port open, and by not replying in time we have to remember the human behind these posts.
We're gonna fuck it up and make mistakes we are infallible creatures.
The mistake is a pretty easy one to fix I don't know why support can't unsuspend it with no network (so null route it) so op can fix it and then remove the network null routing to test.
HostHatch just doesn't want to work with OP and would rather push a refund and to use their regular plans.
I appreciate hearing your side and I will admit the two times I've raised tickets for questions, they were some what answered in a satisfactory manner, this thread sours it.
I am going to make sure that anyone signing up for a promotional plan in the future has to agree on our website to the lower priority support before they are allowed to purchase, so this situation has a lower chance of repeating itself.
I'm afraid I really do not have any solution for someone saying "I agree" and then later saying "well I didn't really agree", which is what I mean by 'lower chance' and not 'zero chance', because we can never make 100% of the customers happy, 100% of the time.