Green Geeks negative review #10056 by Irene King (vegasrenie@e...)
Green Geeks got a negative review on and one official response on
3411 Silverside Rd. Tatnall Building #104
Wilmington , DE 19810 US
☎ Phone 1-877-326-7483
📧 sales@g...Irene King ( vegasrenie@e... )
Reviewing a company when you're upset is probably the wrong thing to do, but since this isn't the first time that I've had issues, I feel totally justified.
As I sit here at four o'clock in the morning, I'm waiting to hear from customer support to find out why my account with my three little sites has been suspended. My account was paid over a month ago. Two of the sites are in framework stage - one has ten (count 'em) very patient subscribers and the other has none. My primary site is just building up subscriber traffic again because I moved to a new emailing company, and I haven't let everyone know that I'm back online and am ready to receive traffic.
So my account was suspended because of too much server activity. WTF???
This isn't the first time that this happened. I lost my site on several occasions before, all due, I was told, to other customers' problems which brought the servers down. Now, apparently, I'm one of those bad customers with my piddling little sites.
The reason I left my old host was because they did not keep up technologically, and I had occasional issues with getting newest versions of WordPress (and plugins, etc.) to work properly and consistently. When I came to the end of my two-year contract and decided to change, I thought GG would be a good deal. So far, I'm less than ecstatic. While I'm able to implement features that I wasn't able to implement on my old hosts' servers, if nobody can see them, what's the use? I never lost access to my sites EVER with my old host under this type of circumstance, even if I wasn't happy with them on a technological level.
As I read the positive reviews here, I notice that many have reseller accounts. Is that the deal? Sucky service unless you part with the big bucks? I don't have or need a reseller account - I just need my sites (such as they are) to be online and available for my readers.
Unless "being green" is more important than being online, I'd consider another hosting service. Looks like I'm on the hunt again.
Oh, by the way ... I've been with them about a month. And this is the service that I have. Let's just say that the level of trust that something like this won't have happen again if/when I have real traffic is very, very low.
As I sit here at four o'clock in the morning, I'm waiting to hear from customer support to find out why my account with my three little sites has been suspended. My account was paid over a month ago. Two of the sites are in framework stage - one has ten (count 'em) very patient subscribers and the other has none. My primary site is just building up subscriber traffic again because I moved to a new emailing company, and I haven't let everyone know that I'm back online and am ready to receive traffic.
So my account was suspended because of too much server activity. WTF???
This isn't the first time that this happened. I lost my site on several occasions before, all due, I was told, to other customers' problems which brought the servers down. Now, apparently, I'm one of those bad customers with my piddling little sites.
The reason I left my old host was because they did not keep up technologically, and I had occasional issues with getting newest versions of WordPress (and plugins, etc.) to work properly and consistently. When I came to the end of my two-year contract and decided to change, I thought GG would be a good deal. So far, I'm less than ecstatic. While I'm able to implement features that I wasn't able to implement on my old hosts' servers, if nobody can see them, what's the use? I never lost access to my sites EVER with my old host under this type of circumstance, even if I wasn't happy with them on a technological level.
As I read the positive reviews here, I notice that many have reseller accounts. Is that the deal? Sucky service unless you part with the big bucks? I don't have or need a reseller account - I just need my sites (such as they are) to be online and available for my readers.
Unless "being green" is more important than being online, I'd consider another hosting service. Looks like I'm on the hunt again.
Oh, by the way ... I've been with them about a month. And this is the service that I have. Let's just say that the level of trust that something like this won't have happen again if/when I have real traffic is very, very low.
This is Trey Gardner, CEO of Green Geeks responding to Irene's complaint.
First let me say that it is always regrettable when we have to suspend a client's account because it is obviously upsetting to our clients. It is however necessary for us to suspend accounts when they are causing issues on a server so that the other customers on those servers are not compromised by another customers high level of usage.
Second is that we are still currently hosting Irene's web sites (at the time of this posting 3:15pm PST) and that the sites are live and we hope to be able to help Irene and support her web site projects. We do understand Irene's frustration however as we look at why this happened we may better understand how to avoid this in the future.
Irene had her web hosting account temporarily suspended because her sites caused an elevated spike in server load. Irene's sites had an 8% CPU load on the server for over 60 seconds which alerted our server administrators and forced us to suspend her account. Anything above 4% for a period over 30 seconds is a cause of concern for our administrators and anything extending past 60 seconds is a red flag and will prompt an account suspension. Anything over 10% is an immediate red flag and cause for a suspension.
The problem here was not due to the size or bandwidth of Irene's sites size or traffic but was more due to some module or plugin she had for her site as she related to us in ticket ID UQZ-477003
" I guess if I had extreme animations, huge photo galleries or lots of videos, I'd understand. I ran into one problem earlier yesterday, disabled all plugins, and restored them slowly, one by one. When one gave issues, I deleted it. That was yesterday afternoon/evening. And everything was fine until last night/early this morning. The only thing that I'm doing is making sure my site is up and functional ... nothing fancy."
Obviously Irene herself had seen that there were problems on her site prior to the suspension and she was trying to isolate the issue and fix the problem and had thought that she had done so but it had not been fixed and her sites caused a problem on the server prompting us to have to suspend them until they were fixed.
During our time working with Irene to inform her why this happened and what she could do to work through the sites' problems Irene communicated with our top level 3 server admins who informed that she might have some module/plugin installed improperly or that the wordpress script was not the latest most stable version. They also informed here of where to go to learn how to optimize her wordpress blog and make sure that it would not cause server spikes in CPU:
http://codex.wordpress.org/WordPress_Optimization#Shared_Hosting
Irene's sites are back online and appears to have found and fixed the issues she was having. Our technicians are here to help our customers find the places they need to learn how to do more with their web site projects and Irene seems to be one of those who can learn how to work the sites properly. For those customers who may want additional help we do advise they find professionals to assist them which in this case would have been wordpress developers and you can easily find directories of developers by doing a google search "wordpress developers".
Irene also in this posting commented about the good reviews on this site by resellers where she was not a reseller. Our service quality is the same in our servers and support representatives for both our shared customers. You can find our server information at:
http://www.greengeeks.com/why-us/our-datacenter.php
We invest in high end quality server hardware, software and we have some of the best technical support personnel in the industry. Resellers however may be a bit more gushing about our service because they typically are developers who may have more experience than a typical client and they see just how great our service is.
Thank you and good luck with your web site projects,
Trey Gardner
Marketing representative ([email protected], ).
First let me say that it is always regrettable when we have to suspend a client's account because it is obviously upsetting to our clients. It is however necessary for us to suspend accounts when they are causing issues on a server so that the other customers on those servers are not compromised by another customers high level of usage.
Second is that we are still currently hosting Irene's web sites (at the time of this posting 3:15pm PST) and that the sites are live and we hope to be able to help Irene and support her web site projects. We do understand Irene's frustration however as we look at why this happened we may better understand how to avoid this in the future.
Irene had her web hosting account temporarily suspended because her sites caused an elevated spike in server load. Irene's sites had an 8% CPU load on the server for over 60 seconds which alerted our server administrators and forced us to suspend her account. Anything above 4% for a period over 30 seconds is a cause of concern for our administrators and anything extending past 60 seconds is a red flag and will prompt an account suspension. Anything over 10% is an immediate red flag and cause for a suspension.
The problem here was not due to the size or bandwidth of Irene's sites size or traffic but was more due to some module or plugin she had for her site as she related to us in ticket ID UQZ-477003
" I guess if I had extreme animations, huge photo galleries or lots of videos, I'd understand. I ran into one problem earlier yesterday, disabled all plugins, and restored them slowly, one by one. When one gave issues, I deleted it. That was yesterday afternoon/evening. And everything was fine until last night/early this morning. The only thing that I'm doing is making sure my site is up and functional ... nothing fancy."
Obviously Irene herself had seen that there were problems on her site prior to the suspension and she was trying to isolate the issue and fix the problem and had thought that she had done so but it had not been fixed and her sites caused a problem on the server prompting us to have to suspend them until they were fixed.
During our time working with Irene to inform her why this happened and what she could do to work through the sites' problems Irene communicated with our top level 3 server admins who informed that she might have some module/plugin installed improperly or that the wordpress script was not the latest most stable version. They also informed here of where to go to learn how to optimize her wordpress blog and make sure that it would not cause server spikes in CPU:
http://codex.wordpress.org/WordPress_Optimization#Shared_Hosting
Irene's sites are back online and appears to have found and fixed the issues she was having. Our technicians are here to help our customers find the places they need to learn how to do more with their web site projects and Irene seems to be one of those who can learn how to work the sites properly. For those customers who may want additional help we do advise they find professionals to assist them which in this case would have been wordpress developers and you can easily find directories of developers by doing a google search "wordpress developers".
Irene also in this posting commented about the good reviews on this site by resellers where she was not a reseller. Our service quality is the same in our servers and support representatives for both our shared customers. You can find our server information at:
http://www.greengeeks.com/why-us/our-datacenter.php
We invest in high end quality server hardware, software and we have some of the best technical support personnel in the industry. Resellers however may be a bit more gushing about our service because they typically are developers who may have more experience than a typical client and they see just how great our service is.
Thank you and good luck with your web site projects,
Trey Gardner
Marketing representative ([email protected], ).
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