| Overall Rating |   |
| Value | |
| Support | |
| Features | |
PlanetDomain Customer Review
PlanetDomain has built up a hefty range of Web hosting packages on both Linux and Windows platforms. With two network operation centres manned 24/7 PlanetDomain can provide you with either fully functional shared or dedicated web hosting options. PlanetDomain also offer a various array of other services including domain name registration, business class e-mail, Web design and search marketing.
Platform(s): Linux, Windows
Data Centre: Sydney
Control Panel: cPanel
Support Options: Helpdesk, Knowledge Base, Video Tutorials, Telephone
When things work they are a great resource. Unfortunately when things go wrong – their support leaves much to be desired.
All my websites have been down for over two days now. They all pop up with the same message – “This Account has Been Suspended” – Please contact the Billing/Support department as soon as possible.
Upon receiving that wonderful greeting ( by the way there were no emails sent to me warning of any issues and all my websites are paid up to beyond next year – plus they are LOW volume sites and occupy a small percentage of my allotted space) I sent an email to all departments that I could think off (including billing and support) as well as several trouble tickets (which someon turned my email into)
There has been NO response from anyone – NONE! The wonderful contact us phone number on the PlanetDomain.ca (note the Canadian web presence) posts a (I’m assuming) local (Australian) toll free number – that DOES NOT WORK FROM CANADA!
Digging deep into their online help service I finally found another number that included the country and city code (Melbourne) which I called and it just rings and rings and rings eventually resulting in a pleasant “All lines are currently busy… please try again later” message (this happens every time I call)
Unfortunately this is not the first time this has happenned, but rather the second. The last time was about 6 months ago. Apparantly I was using up all sorts of resources and filling their logs…. (somehow) When I sent them a signed affidavit that I would not do it again – they released the websites…. Once I recieved my websites back, all were checked – they had not been hacked and they are not processor intensive…. no proof of my being their culprit was ever forwarded to me AND when I actually talked with someone later about it – it would seem that it “may have been” because I hadn’t upgraded to the latest version of WordPress on the two blog sites I manage (but actually they manage the software internally through Fantastico….
So here I wait, again, for someone to eventually get around to checking the trouble tickets (submitted at all various levels – including critical) and/or my emails.
Yes it sounds like I have gone over board on this trying to get their attention – but what else can I do. All my websites are held captive and no one appears interested in helping me get them back up, or are telling me what the problem (if there is one) is!
Suggestions?? (aside from starting to look for a real web service provider – which I am going to have to do now….)
Rick
I cancelled a low volume site with them as they were too expensive for my needs and so they put up a “suspended account” notice on that site and on my business site which had nothing to do with the other one. Of course then I could not receive any business emails for days while it was sorted out so I have lost business due to this. It took numerous emails, tickets and phone calls to very unhelpful people to get it back online. They also forced me to pay an amount of money for hosting that has not been used and are still holding my domain name hostage that I am transferring to another company. They are also preventing one of my clients from renewing her domain name with another company and trying to force her to renew with them. Really not happy Jan!
I am having the same problem as both the people who have posted. They apologized in June for continuing to send me emails that my account was suspended because of non payment. They said it was a glitch between them and the rbsworldpay company that takes the payments. I have never missed a payment in four years! Now, a month later my website is down and I cannot access any of it. It has the ACCOUNT SUSPENDED notice on it. I have sent two emails asking that they terminate my webhosting (after my having been a loyal customer) for this continuing problem and also to give me the code to my domain so that I can transfer. I have another server and am waiting to make the change.
Also this organization appears to be in Australia NOT CANADA where I am. I will likely launch a complaint with perhaps CIRA that approves .ca websites.
What a nightmare.