How to solve a problem with a web host
Today’s site owners have many different options for web hosting . In cases where the company does not provide the required level of service, finding a new hosting company is quite simple. However, there are cases when you have been working with a company for years, for example, with its prices, or simply do not want to fuss with switching to a new server. In these cases, it may be better to try to solve your problems with your current hosting company before moving to a new one .
My story is back in 2012
In 2012, I had a problem with one of my web hosting providers.
The web hosting company moved my websites to a new server, and the IP address was not correctly identified on several websites of my client, even after I changed everything I could on my part. I had some evil customers, and the problem seemed to fail after a day or two. I was rather upset that I looked at some new suppliers.
However, I have been with current web hosting for about five years, and I have never had problems like this before. In fact, they gave me one of the best customer experience I had. Instead of leaving, I sent an email to the owner and explained my disappointment. During this conversation, my IP problems were resolved, and the owner explained something to me about how to help your web hosting company help you.
1 – provide clear instructions and details
Whether you open a ticket, send an email, or make a phone call, provide clear information about the problem you’re experiencing. The information you want to collect before contacting technical support includes:
- If you get an error message, copy the wording of the message word for word.
- Is the problem on the server or in the browser?
- What did you try to do to solve the problem?
- Do you have a backup of the site the last time everything works correctly?
- Is the problem relevant? For example, your website being in a browser is a serious problem, but the problem with the backend may not be so urgent.
2 – allow support time to work on the problem
A website that is offline can mean lost dollars.
It’s easy to get upset when the problem is not solved immediately, but understand that web hosting is dealing with hundreds of other people with similar problems. Allow 12-24 hours for a response. If you have not received any during this period of time or at least an update on the progress information, then contact the web hosting again and remind them of the problem. Sometimes a ticket or email is lost in the mix, so don’t worry that you annoy the hosting company.
In addition, if there is a way to send a request online, use this method, since it will send the problem to the technical support service and will also be listed in the replica. Your request is less likely to fail through cracks when multiple people work on it.
3 – view your company history
If you have excellent customer service, but there is one problem that is difficult to solve, do not completely throw the towel. This can happen with any web hosting company. Ask these questions before you decide to do your business elsewhere:
- Have other problems been fixed?
- Does tech support support regular updates on what they do to solve the problem?
- Is there a certain amount of time it takes to troubleshoot the problems I experience?
- How glad am I at this web hosting company outside of this problem?
Try to remember that the tech support technician just does the work. Treat this person with kindness and avoid accusations, curses, or calls by name. Negative behavior rarely leads to the fact that the person on the other side of the server wants to work faster. No matter how aggravated you are, remember that you are a professional business person.
4 – Read the knowledge base
When your site is down, you can start by reading the knowledge base and forums on your host’s website.
Other clients are currently experiencing the same problem or may have dealt with it in the past. Sometimes the solution is to simply reset the “.htaccess” file or change permissions for a folder. In other cases, the solution may require some changes on the server side, and the knowledge base can help you understand when it is something that you can fix, and that you need to wait for help.