how to directly contact hostv to escalate issue?

[terryatjigsaw]

Hello there.

For the most part my experience with HostV has been extremely positive... not all my issues were resolved, but communication from the hosting provider has been extremely prompt.

However, for a currently ongoing incident, I find that there has been no response from the support desk that was raised mid-afternoon. After six hours, and no response, I tried to see what contact options are available to see what is going on with the ticket. I do realize that this took place in the evening hours EST timezone, and as such non-business hours for many hosting companies.

First of all, the phone number is for Cirtex, not HostV.
Second, the online chat is useful to confirm that a ticket has not been dropped or deleted, but apparently is also only for Cirtex tickets. The customer support staff is only able to give reassurances that HostV will contact me soon.
After hearing this at 7:30 PM, 9:00 PM, and 5:00 AM EST from the online chat operator, I am not sure what expectations to have.

Technical support should have multiple communication channels for customers in case one of them fails.

I hope there will be a response to this forum post, and apologize for posting it... I find myself with no other recourse. I can send a PM through with ticket info if requested.

Best regards, Terry

[HostV Nicholas]

Hello Terry,
I am sorry that you have had trouble reaching someone. Please send me a PM with the ticket information and I will investigate for you. Through Phone & Live Chat you should be able to speak with someone in Billing who can look into your support tickets and help you get your issues resolved. HostV and Cirtex Hosting both fall under Cirtex and share the same phone number. I will be awaiting your PM and will check into everything as soon as possible.
Cheers!
Nicholas

[terryatjigsaw]

Hi Nicholas.

This incident was resolved the following morning, so no further assistance from yourself is needed... I thank you for the offer though, and apologies for not updating the forum post.

I continue to feel that the after hour communication channels for HostV are lacking, as there is no telephone support options, and the chat option is only for Cirtex. Cirtex chat only passes on information to HostV, and was not able to relay additional information back to me if HostV support is not responding to email during evening hours. Again, I do recognize that the issue was resolved the following morning. I have not checked to see if there have been any recent changes in communication channels.

Many thanks, Terry

[AnnaGe]

Здоровья, счастья, любви и удачи !!!