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Is HostHatch ignoring tickets? I am charged multiple months but no VPS
I started a VPS (E5 NVMe 1 GB) called "edepot" at HostHatch in late 2014 (hosted at Los Angeles). I've been paying for that server since then and am still being charged monthly for the VPS. However, on late Nov 2025 to late Dec 2025 they started doing reboots and migrations. Ever since then my server has disappeared. I couldn't ssh into my ip address. Clicking on my paid server in the cloud.hosthatch.com interface results in "Whoops, something went wrong on our servers." when I last checked. I put out a ticket and it was ignored (no response). I submitted a new ticket under "sales" and I got a response, but it has been over 3 days. What should I do?
Comments
Escalate by sending a polite Private Message to Abdullah on LowEndTalk with your ticket number
Chargeback yesterday.
No response for 0-7 days is normal for HostHatch.
So, be assured that your ticket will get a reply and resolved.
@Abdullah
I messaged @Abdullah as suggested with ticket numbers, but looking at his last activity here being Nov, 2021... does he check regularly? I do have the first ticket more than 7 days that was ignored. I did get a response for submitting a ticket to "sales" saying they will look into it. But pinging the ip now still no response. It is after 4 days for second ticket. I paid from balance so no chargeback. Any other suggestions?
Why would you tag random guy that has nothing to do with hosthatch not the actual @hosthatch account?!
What did you say in the ticket? I find the quality and response times often correlate with quality of the ticket submitted.
>
10000% this. I got a <8hour response on a request to unblock SMTP ports because I provided reasonably-detailed justification with software, expected volume, usecase, etc.
Why OP need to be POLITE to Hosthatch?! Explain to me I'm dumb.
There's a ticket system in place, so the support staff he's paying to read and action the tickets deal with them for the most part.
Sending a DM to the owner of a company rather than following the official support route is already pretty rude if you're just asking for help. If you do send a DM and are polite, he might take action. If you're rude or sound like a dick, he might be more inclined just to stop reading. After all, it's not an official support channel, it's just harassment at that point.
Well, I just wanted to provide an update. They did finally restore my vps. The reasoning my server disappeared was...
"What happened to your server was the result of human error on our side. We were migrating all VMs on a specific node to another one due to hardware issues. Your VM was excluded from the list by mistake, and was not migrated before the node was shut down. The engineer performing the migration used incorrect filters when exporting the migration list (we suspect there was a leftover creation time filter from a previous query, and your server was simply too old to be included)."
My account was credited 4 month and the vps has 2 cores instead of 1.
I want to thank lowendtalk.com and these forums! Perhaps after posting here I managed to get my case escalated and get my vps restored (after they took some time to figure out what happened). FYI Abdullah's last activity here is still 5 years ago, so maybe posting in the forums got better results
Well, to be polite costs nothing and it might help.
To be an asshole also costs nothing, but it is also guaranteed to not help in any way.
So you have two choices, both of them costs exactly the same but one of them gives you an advantage. It would be really stupid to chose the other one.
I cant believe why people still use hosthatch.
No matter how cheap they are. They are too slow ok support and rude.
I think a lot might depend on your attitude towards them, as has already been discussed.
I have 7 servers with them, and 8 open tickets (one was opened by them for the IP move a year or two ago). In 6 of those 7, I didn't check the "this ticket is urgent" box, I started with an introductory paragraph stating it wasn't urgent, clearly explained the issue, and ended with a repeat that it wasn't urgent. Every single one of those was resolved within a day, even though none of them required immediate attention.
Only 1 ticket was a bit slow in terms of response, and that was one of the VMs randomly hanging on writes to the storage drive. Turned out lots of people had the same issue on that host, and it took them a few weeks to properly fix the issue. They didn't actually reply to the ticket after to say it was fixed, but I'd already seen that it was so it didn't matter.
But, you're right about cheap. The performance for the price is phenomenal. By far the best value per dollar for storage in almost every location (so much so, that my backup solution is overbiased towards HH) and my HH CPU server in SGP is also significantly cheaper for the specs than even GreenCloud, which is my usual go-to for Asia.
Their new servers in Seoul are also fantastic - great specs, good value, and a fantastic connection to China.
Tell us you're an asshole without telling us you're an asshole.
I have only had good experiences with support over many years and servers.
Support responses correlate with how good support requests are.
I've had mixed experiences with Hosthatch support. They've answered a pre-sales ticket about their BGP session support within a few minutes and with all the relevant information, it was amazing. Then the server and BGP setup was also quite fast for the prices they charge, no complaints there.
After a few months, they replied to the same ticket to give me advance notice that they were dropping the upstream I was using to announce my prefix to a local IXP, but said they'll have a replacement upstream connected to the same IXP, and will update their filters and provide the relevant BGP community documentation to me in due time. So far so good, at that point I just confirmed that was fine for me and there was no rush as long as everything was done before they dropped the original upstream.
...and after that they never replied to that ticket again, until I cancelled the server a few months later, ignoring the few attempts I made to follow up.
Well, you misread my reply. I'm asking why he needs to be polite, not saying that he must ask in a rude way. Just asking normally, that's it.
"Hello, my server is not on my panel, can you help checking whats going on?" -normal.
"Hello Mr. Hosthatch sorry for bothering you, my server gone from my panel since 30+ days ago. I hope you have spare time to check it." -polite.
"Hey dude, did my server hatched and fly away from your f*ing node? I lost billion because of it!" -rude.
I'm going the normal way. Just why people should be polite by default in a transactional deal. Well, if you can be polite, it’s good for you.
Really, dude. I'm living in a spectrum, not a black and white world, been happy with it.
Good for you, you had great experience with them. But that's not a proof that others receive the same level of satisfaction.
Op needs either rude or polite. He paid what it costs. Just to be normal. " Hey, Hosthatch, I have paid for my service, your support staff couldn't help out or no replies. Can you fix that issue or do I have to do charge back? " That's it. No matter how big company is or how busy is the company, they got to support the customers service.
Sometimes threatening with chargeback unfortunately guarantees you some extent of retaliation. Again one would not want to be put on a customer blacklist.
And even if it doesn't cause retaliation, it leaves a bad taste in their mouth and they will not be likely to stick their neck out for you in the future. Threats of chargeback/public shaming on LET often work in the short term, but you're going to find yourself paying a host who will have no qualms with kicking you out as soon as they have a reason.
Here's an example: Three of the VPSes I have come from a provider here. A while ago, one of the VPSes went down. Tickets were not answered particularly quickly and it took them a while to get it back up. The VPS was down for nearly a month in total. I'm sure I could have gotten them to fix it much faster if I opened a discussion here warning people to stay away from them, but I didn't because I'm not an asshole, and I recognize that some things take time and sometimes tasks fall through the cracks. Sometimes a combination of factors lead to slow or poor response times, and it's almost never because the owner is sitting on the couch drinking a beer in his underwear while tickets pile up.
Fast forward a few weeks. One of my workloads was beginning to outgrow one of the VPSes I have with them. 1 GB RAM simply wasn't enough. I opened a ticket asking how much it would cost to have just 0.5 GB extra RAM and, to my surprise, they quickly answered and gave me an extra gigabyte of RAM. Just... gave it to me. There is no way in hell they would have done that if I had been an entitled asshole.
Yeah, asking why your services, for wich you have paid, have been offline for over a month, is being an asshole.
Omg, people just want to give their money to shitty providers, and feel sorry if they have to contact support.
Being polite is just sensible but there's a weird culture grown here where you're not supposed to expect proper service if you got a discount.
Anyway if we reach the point where I'm expressing annoyance with you about some issue it's because I'm tired of your shit service and expect it to only get worse.
It is really strange to read in 2026 discussion about whether users should or should not be rude to the support staff. Hallo, kuku...it is 21st century, there are satellites flying above and some people are stuck in medieval ages being rude to support staff. Bizarre.
Reading is hard. He said he opened a ticket. What he didn't do was open thread here to threaten them.
There are 2 types of tickets:
For the first, I agree, if the service isn't working correctly, you absolutely should raise the ticket. However, most providers when they know about an issue will fix it as soon as possible. Maybe there are lots of people in the same situation and there is some order they're working through, maybe random. If you are insulting to them, that doesn't help solve the problem, and in fact maybe they'll just deal with the other people first, or maybe they'll look into your account to see if you're actually complying with their ToS and if they have a reason to get rid of you. Nobody likes being insulted.
If you create a post on LET, maybe you will get your priority bumped to avoid a PR disaster, but that's even worse than insulting them because you're actively trying to sabotage their reputation. Don't expect them to consider you favourably in the future.
When you want something beyond the standard service, many providers will go above and beyond because they care for their customers. If you've ever been a dick, of course they won't bother. They'll just say no. You've already got exactly what you paid for.
So, basically there's no situation where insulting the provider is actually going to help. At best (for you), if you create a post on LET, you might get a quicker resolution short term, but the provider is never going to help you again, and might possibly find a grounds for terminating you earlier.
But if you're polite, and simply let the provider know about an issue and wait, then your problem will get resolved. It'll be resolved about as quickly as if you were rude, but the provider will still like you as a customer.
We have an expression in the west: "kindness costs nothing".
LET sarcasm is fast unlike LET servers. flies right over most people's heads.
But we are talking about 2 providers that just doesn't reply to tickets for incredible long periods of times, and nobody being rude or insulting them.
that's just it.
the same goes if you buy something online, and after delivery date, doesn't arrive.
you contact the seller, and if they don't reply in few days, 1 week, 1 month, well, you go online, to see if other people are facing same issue, or shame them too, sadly, public shaming, makes LET hosting deal and reply to tickets they decided to ignore for extended periods of time.
After how long without a response do you think it's ok to create a thread here? 1 week? 1 month? 1 year? never?
Honestly, I don't know.
But in any case, it's not about the thread per se, it's about how dickish you are to the provider.
You can open a thread in such a way that's still polite. If you create a thread like the majority here, there's no way to back down from the confrontational start. But the vast majority of the threads here are created after the customer has been incredibly rude or aggressive in supports tickets, and then they come here when the provider has had enough and cancelled them. The thread serves no purpose except trying to get revenge on the provider.
Agreed.