Aplus.net Review #3 by missproust on December 25th, 2010 at 11:46 AM CST

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Ever since aplus was purchased and "merged" with Deluxe's Hostopia, the customer service has gone so far down hill, it went underground. And, they say that you can install and run WordPress through them and it looks like you can, but when you actually try to make WordPress run smoothly with aplus hosting, it does not work--even WordPress's website confirms that customers of aplus cannot connect to WordPress properly. I have requested technical support on this issue numerous times over the past several months. Aplus opens a "ticket" and then closes the ticket, marking it "Resolved" without ever fixing the problem, without any confirmation from me--and then they don't let you re-open that ticket anymore on their site, which you used to be able to do. In addition, there used to be a huge forum section, with customer input and helping each other answer questions or solve problems. That is no longer accessible. I can't find it anywhere. All that's left is an FAQ section that does not come close to matching the previous forum information as far as tech support goes. Plus, every time I have contacted tech support in recent months, after a time-consuming q and a back and forth, I'm they will need to open a ticket. This ticket is "opened" and then a few days letter I receive an email saying it was "resolved" yet my problem was not solved, nor did anyone even communicate with me to confirm anything about the technical problem I was having with their site. December 2010. I can't find anyone within the company to solve any technical support issue. They just open tickets and close them, marking them "resolved" and none of the technical problems have been solved. In fact, just recently, they locked access to many of the files on my site--files to which any other reputable web host allows the customer access.

Ever since aplus was purchased and "merged" with Deluxe's Hostopia, the customer service has gone so far down hill, it went underground. And, they say that you can install and run WordPress through them and it looks like you can, but when you actually try to make WordPress run smoothly with aplus hosting, it does not work--even WordPress's website confirms that customers of aplus cannot connect to WordPress properly. I have requested technical support on this issue numerous times over the past several months. Aplus opens a "ticket" and then closes the ticket, marking it "Resolved" without ever fixing the problem, without any confirmation from me--and then they don't let you re-open that ticket anymore on their site, which you used to be able to do. In addition, there used to be a huge forum section, with customer input and helping each other answer questions or solve problems. That is no longer accessible. I can't find it anywhere. All that's left is an FAQ section that does not come close to matching the previous forum information as far as tech support goes. Plus, every time I have contacted tech support in recent months, after a time-consuming q and a back and forth, I'm they will need to open a ticket. This ticket is "opened" and then a few days letter I receive an email saying it was "resolved" yet my problem was not solved, nor did anyone even communicate with me to confirm anything about the technical problem I was having with their site. December 2010. I can't find anyone within the company to solve any technical support issue. They just open tickets and close them, marking them "resolved" and none of the technical problems have been solved. In fact, just recently, they locked access to many of the files on my site--files to which any other reputable web host allows the customer access.

Aplus.net Review #2 by KD on March 20th, 2010 at 4:35 PM CDT

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Interesting to know that the were bought by another company.I did not know that, but I have seen the effects. A year ago, I raved about their customer service. Over the past six months, it has been a different story. I had an issue that I tried to explain over and over and over again to their technical support via their live chat. There was an obvious language barrier. They kept pasting and copying instructions to an issue that wasn't mine. They simply weren't reading what I was asking or they did not understand at all. I did post something in Twitter about my frustrations and a native English speaker followed up with me there and via e-mail. If you're having issues, perhaps try that route.

Interesting to know that the were bought by another company.I did not know that, but I have seen the effects. A year ago, I raved about their customer service. Over the past six months, it has been a different story. I had an issue that I tried to explain over and over and over again to their technical support via their live chat. There was an obvious language barrier. They kept pasting and copying instructions to an issue that wasn't mine. They simply weren't reading what I was asking or they did not understand at all.

I did post something in Twitter about my frustrations and a native English speaker followed up with me there and via e-mail. If you're having issues, perhaps try that route.

Aplus.net Review #1 by michael maker on November 30th, 2009 at 12:36 AM CST

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Aplus has been excellent during the past several years. Then they were bought out by another company who continued using the name. They went from one of the best hosting companies to one of the worst. Everyone I know said that there were problems with the changeover to their new site. For my sites, they didn't change the DNS information properly (they left it aimed at the old server while the FTP was pointing to the new server). As a result, I could upload files to the new server, but the changes never showed up. Also, instead of using 'localhost' as the MySQL server name, they changed it to something else. As a result, I had to make changes in several hundred files which accessed the databases. And none of their tech support access methods helped with solving the problem. Their live chat support seemed to connect to people who don't understand english. Their support incidents connect you to people who appear to be techies that don't know anything about communicating with people who have less technical knowledge than they have (I only have a Ph.D in information technology). Their telephone support is the only one that has a chance of solving your problem, but even after I had documented that my web browser was seeing different files than were in a different location than the FTP directory, it still took them over a week to determine that the DNS settings were incorrect. It should not have taken more than 15 minutes. Run as fast as possible from Aplus.net

Aplus has been excellent during the past several years. Then they were bought out by another company who continued using the name. They went from one of the best hosting companies to one of the worst. Everyone I know said that there were problems with the changeover to their new site. For my sites, they didn't change the DNS information properly (they left it aimed at the old server while the FTP was pointing to the new server). As a result, I could upload files to the new server, but the changes never showed up. Also, instead of using 'localhost' as the MySQL server name, they changed it to something else. As a result, I had to make changes in several hundred files which accessed the databases. And none of their tech support access methods helped with solving the problem. Their live chat support seemed to connect to people who don't understand english. Their support incidents connect you to people who appear to be techies that don't know anything about communicating with people who have less technical knowledge than they have (I only have a Ph.D in information technology). Their telephone support is the only one that has a chance of solving your problem, but even after I had documented that my web browser was seeing different files than were in a different location than the FTP directory, it still took them over a week to determine that the DNS settings were incorrect. It should not have taken more than 15 minutes. Run as fast as possible from Aplus.net