Hosting Nightmare
The hosting business is definitely a competitive one. But apparently Canada Web Hosting has no interest competing. I was a long time customer of their shared-hosting platform and for the most part, uptime was reliable, service and support were more than adequate.
A few months ago Canada Web Hosting (CWH), without notice, sold all their shared-hosting customers to a sub-standard hosting company called Synergy Web Services.
My files and domains were, along with many of my clients with their own hosting packages, were moved to a new server that did not even support the web technology we were running on CWH's platform. They backed up my data from a two year old archive, losing everything from 2006 on, and then billed 1 year in advance...when we all had always paid monthly.
I have left over 20 messages with support and administration and they have yet to return a single call or respond to repeated emails.
In the end, I appealed to Canada Web Hosting to see if they could help with the problem and they basically told me it wasn't their problem. They dumped everyone and just washed their hands of it.
I want to spread the word until both companies are out of business so if anyone has had similar issues, please post your story.
Official Replies from Canada Web Hosting /Synergy Web Services
No one from Canada Web Hosting /Synergy Web Services has replied to this story
I am authorized to speak on behalf of this company and would like to post an official response
gradio
- Goodwill: Livid with rage
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Comments
Hey There, As someone who spent a lot of time in the web hosting industry on the technical side of things I might be able to provide you some insight.
The majority of these smaller "ISP's" are simply resellers on larger data center platforms. Currently Synergy Web Services appears to be hosting their commercial site on "Hostopia" (megaXservers) which you can see as a result of a simple host lookup:
$ host synergywebservices.ca
synergywebservices.ca has address 216.251.38.167
synergywebservices.ca mail is handled by 100 mx2c11.megamailservers.com.
synergywebservices.ca mail is handled by 110 mx3c11.megamailservers.com.
synergywebservices.ca mail is handled by 10 mx1c11.megamailservers.com.
This said, this is probably the case for your client sites as well.
As someone who worked with this wholesaler, I can assure you that they have a very robust hosting platform which should provide support for almost any technical requirement you have, so this is the good news. The problem here seems to be in regards to the service level you are receiving from the reseller (Synergy) and their ability to escalate this issue to the wholesaler for resolution.
Often resellers lack the resources they require to provide you adequate technical and service based support in the hosting world. As well as very often, they simply do not know enough about the product they are reselling.
Overall my suggestion is to work with a company that has someone you know personally, or purchase hosting from a company like 1and1.com who may also provide poor customer service as their call centers are outsourced overseas, but at least you have the stability of knowing they aren't going to disappear on you and take your business with them.
In this situation, you should email support@hostopia.com giving specific detail that you are a customer of Synergy Web Services, and they are failing to help you rectify your issues. This will usually reach a Level 2 Technical Support Agent, who should be able to inform the Project Manager responsible, and they hopefully will be able to help you to resolve your issues.
Good luck!
I also suffered at the hands of Canadawebhosting and the synergy fiasco.
Currently I have my service suspended whilst they attempt to bill me twice for the same hosting. I first paid the bill in July then they tried to take it again in August.
Billing never reply and support have no interest in helping, if this company would refund the 2 year SSL I purchased from canadawebhosting, i would exit tomorrow, would be today but I cant access my data
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