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What is the longest you've ever had to wait for a response to a ticket?
fadedmaple
Member
in General
I recently signed up for a service at the top of the LET ad banner, and then opened a ticket. It’s been four days with no response. I want to wait a bit longer to see if the service actually exists.
The worst experience I’ve had so far was with OVH—they didn’t respond for a whole week, so I had no choice but to call them.
Poll
- What is the longest you've ever had to wait for a response to a ticket?32 votes
- 1 week9.38%
- 2 weeks28.13%
- 1 month15.63%
- never received a reply until the service was shut down46.88%
Comments
I've had 2 month replies with Rarecloud before.
A friend of mine opened a ticket at a host something like 10-15 years ago to report a bug in their control panel. They replied to say they would look into it. To this day, the ticket remains open, with the issue still not fixed. For what it's worth, he hasn't used them for a long time but logs in now and again for a laugh at this point to see if anything has changed.
(I won't name the provider, but they've been mentioned here on LET and WHT in the past).
@MikeA 2 seconds it was a very long time
Depends on ticket, depends on provider, depends on issue.
If it's about downtime or offline or some really urgent issue, for a low-end provider 1 week is maximum acceptable with really good justification on their side. I can sometimes accept 2 weeks, but at that point I might seriously decide to migrate the data and cancel service before next billing.
Sometimes I can accept a month of no reply, for example when the service is a preorder and the provider tries to order parts and assemble them inside the datacenter. I am this patient with preorders because... current economy.
Important note: I always try to fix things myself before going through support. I also hate AI support bots.
Feel like some Hostslick issues I had were approaching a month. Think I sent 3 or 4 messages before a response.
IP announcement by a provider took more than 3.5 weeks or maybe 29days, resulting in the servers (Multiple servers) remaining unused for that period and getting charged for it. So wasted $$$ in the first month.
8-9 weeks 🔥
If you want long response times - DeluxHost and HostSlim/VPSSlim. Anything less than 7-10 days is unlikely! Deluxhost - you have to add a comment every three days to keep open. HostSlim - just sits there.
I have had a couple of older tickets with DeluxHost with quicker replies but recently much longer and still chasing an auto billing issue where the annual payment was taken early. At this point I might just offer some of them for service transfer.
It is common with OVH that after raising a ticket, a follow-up phone call is required to prompt action - an example of OVH's style of technical support.
It is 3:26 AM.
Informed a Host here about a bug in one of their templates and it took them 12 months to not reply, eventually the ticket was just deleted still with no reply.
Go get donuts
For me worst experience is with netcup and ovh they took more then 2 weeks to reply. From LET I waited long only for hosthatch and hostbrr but they replied with 4 to 5 working days which is acceptable. Other then those 2 every LET provider I used like skhron, onidel, advinservers, hostbilby, layer.ae have replied the same day !!
One week DartNode
If you'd marked your ticket as urgent it would’ve been routed to the department that responds in 1 second (and usually apologizes for a 25ms delay).
If I’d known that earlier, I wouldn’t have had to wait a whole week. They’ve even implemented some kind of call throttling for the phone system—when you call a second time, it tells you it’s already being processed.
Haven't experienced netcup's support tickets yet, the reputation online is positive for netcup but very negative for contabo
However, Contabo's support responds quickly. It's probably just their network being poor, combined with the VPS being heavily oversold.
I think 48 hours max is acceptable for non emergency case
For $7/y VPS of course, otherwise it should be less, obv.
Providers generally shouldn’t have private time
4 months.