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Comments
I haven't used them in about two years, but from what I remember, their response was always the same day (business day).
They just don't like you
been using netcup since 2017 , I think I have ticketed them like twice or something , can't recall detail now but I think it was either later same day or next day.
don't know how they are now , but it was quite fast response
Its weekend, germans dont really work on the weekend so wait for their reply
hello sir please wait until monday for work order reply ok sir
I have been waiting since 4 days... till no reply from them!! Their response is really slow.... I am with you on that!!
It’s 10 days since 12/06, I dont think German have 10 days long weekend.
I wish they had.
This makes me feel them unreliable. Most providers reply in 1-2 days. Although I’m a small customer for them, using like 30EUR pre month.
Last month I opened a ticket on weekends and they replied on Monday. Good enough.
But their services run well so I only have to open tickets related to billing, not sure about other departments.
Just wondering: what is the issue that you have? Does your VPS not work? Or does your VPS work but there is a persistent (realistic) performance issue? Did you describe the issue well in your ticket?
It is holliday season in Germany, like 70% of Germany (including myself) are not working right now.
ok sir happy holiday ok
Are they ever ?
In my experience support has been quick. Speaking German helps but English support is up to par as well.
Might be unlucky.
Last time I had long wait too. It was for their daily BF deal, asked Friday morning and got answer Monday afternoon. Not so great impression.
Perhaps you should post your tickets, as 10 days without a reply isn't normal. Unless it's abuse-related, in which case you might never get an answer.
netcup customer here. I very rarely contacted their support but when I did I got a response relatively quickly (a few hours). And once I contacted them via telephone and had a (surprisingly friendly and helpful) support guy responding almost instantly. Once though I was in contact with their CEO (I think, maybe COO) and he turned out to be an ignorant asshole.
I finally figured out what happened:
I ordered 2 RS series which is good, and I already transitioned my business on them.
Problem is VPS one, mine’s performance is only the half than other’s reviews.
So I ask them to check if there’s node problems.
I can’t understand that I paid the same price but only get half the performance than others.
I haven’t use this VPS till now because they haven’t reply my ticket.
Then I finally figure out why on other IT forums, they using two generations of AMD chip which the newer one have almost double the performance then older one.
I think it is totally a waste of my money. I see other customer’s reviews which is why I decide to buy it, but I got the very different product. And it is not met my expectations.
To be clear I’m not blaming NETCUP.
I get it, no promises mean no responsibilities.
I just think it’s necessary to let you guys know, you pay the SAME price on NETCUP but you may get half the performance than others.
And this is not the excuse for not reply customer’s ticket.
just to let you know, you are not alone, i have a 15 days unanswered ticket xD
It's definitely not urgent nor important (it was general info), but still haven't got a response yet lol.
So far no issues with the servers I have with them, but what if problems occur, how long it will take them to resolve them?
They replied me stating that you ticket has been forwarded to respective team. we appreciate your patience. and it already 13 days since I raised the support request. and 7 days since I got this reply, till no update from their end. Which is very unprofessional atleast according to me.
Don't use netcup if you need support for things you can get help for on their knowledge base, their forum or Google search.
We know that and thanks for taking time to remind us!!
me too，the netcup staff rely so so so slow
Bought a domain on one of their promos, paid for it, still not available. Ticket has been open 3 days so far......
any news?
Still nothing for me xD in fact I'm leaving them next month.
Don't get me wrong, their servers are amazing, but I'm using something else slightly cheaper and that support responds within few hours.
Nope I have not yet received any reply. I have already cancelled the root server and I have left the hope of reply from them. Really unprofessional and irritating from their end.