Netcetera Managed Hosting Reviews 77

I don't very often write reviews but my experience this year with Netcetera after having an account for several years has been very dissapointing indeed with lots of outages and very poor customer support at times. A total lack of communication when something does go wrong so left totally in the dark. We are now looking for a new host after yet another day of outages and poor service. I would love to be more positive and recommend them but the experience we have had over the past 12 months is what you would expect of a totally incompetent company who does not care what so ever.

Brilliant, quick and easy to understand response. Thank you very much.

5 Days into a issue with 6 Different People telling me different things on what netcetera can and cannot provide. Each person hasn't a clue what the other one is doing.

Website offline for long periods of time (Still offline as I type this).

Netcetera blamed myself for this the issue.

Questions continually ignore with support emails, Do not provide phone support.

D Cochrane

When I first joined Netcetera I had no issues at all. Now I have at least 2-3 downtimes per week the latest downtime is now in its 3rd day. Customer support WILL NOT keep their users updated, instead they expect the user to ask first before updating.
On Sunday 6th July 2014 I was informed that the service would resume in 30 minutes, 1 hour later I was informed to expect a further delay of 60 minutes. Its now Monday 7th July 2014 and the service is still down, I asked again today and was informed it will be at least 3 hours this I will believe when I see it.

During this downtime I have lost sales and customers and my existing customers are very dissatisfied that they cannot access updates or my support system for assistance.

At the moment I would not recommend Netcetera to anyone, even my worst enemy.

Edit: NOW 5 DAYS

I have now suffered three days of outages on my website, just as I was wanting to introduce some important prospective clients to my services. It makes my company look so amateurish that our website is continually offline.

I just keep getting 'sorry for inconvenience' emails, but they are no use. I just want a website that is available.

I already cancelled one account with them because of frustration. Looks like the final one I hold there will now go the same way.

I have experience of several hosting companies now, and sorry Netcetera, but you have been the worst

M Duffy

I have been hosting with netcetera for 18 months and have found their hosting much superior to other hosting companies that I have been with - their support is fast and knowledgeable.
I have serveral services from them - 2 dedicated servers and a VM - I have never had a problem with downtime nor any speed issues.

We've had two major outages over the last two months. A 12 hour outage last month due to a hardware failure and a similar 12 hour outage yesterday that took out email. They've also lost a database server yet they're not reporting it on their status page and say that it could be a further 24 hours before they can restore the service.

Technical support bend over backwards to give you as little information as possible. Complaints procedure not fit for purpose.

Despite having an SLA, it's only for network connectivity, so hardware failures aren't covered.

An earlier reviewer commented on their ticketing and telephone systems going down and I can confirm this.

Unable to recommend.

My email keeps going down and has been off all day today. It was also going down two weeks ago and generally goes down quite frequently.

Their support system and website my.netecetera.co.uk website is also down today and no one is answering the phones. This is very embarrassing when trying to run a business. They have been ok in the past but I will be changing supplier, I need a more reliable service.

I subscribed to a dedicated server which included Windows server 2012 and SQL Server Web Edition and was provided with this service, however we noted that the time to browse a 1.1mb image from this web server sometimes took 20seconds. We reported this issue and they "supposedly where working on it". In the meantime we tried to tweak the machine and one of my colleagues enabled NIC sharing which disconnected us from the network. Netcetera told us that we should apply for a remote KVM service which costs some GBP50 for 24 hours. We were also told that this services is provided instantaneously if applied for within office hours. We were on a tight deadline and had no option so we applied for it and it wasn't before three hours with the DBA's and Administrators waiting in vain did they bother to provide us with this service. The even hung up on us when we used the live chat.
I complained and we were credited the GBP50 . In the meantime I had opened a dispute with paypal since the service was not provided in a timely manner and we were not getting any answer from Netcetera. When we were provided we checked the throughput again and were seeing speeds of 8 seconds on the same image mentioned above. We sent Netcetera statistics from a third party site to prove our point, however they sent us an email stating that since we used the KVM, we had to pay for it. They suspended our account and also suspended an unrelated service that we had with them for the last couple of years. The demanded that we remove the Paypal disputes and pay the GBP50 that they had credited us with.
We transferred our service to Rackspace and in a couple of hours we were up and running and on the contrary Rackspace personnel called us to ensure that all is well.

We lost the Paypal disputes to recover the money for SQL server and the Dedicated Server. I do not know Paypal's reasoning however Netcetera does process it's payments through them! On the other hand we recovered the cost for the unrelated service and we have engaged our lawyers to look into the matter not because it matters but because of the principle and do we have the extra money to see it through.

In a nutshell, BEWARE because this service provider uses arm twisting tactics especially when they believe that they have control of your server. If you depend on them, make sure that you backup your server, use a separate domain registrant and mail provider. Don't let them get you by the balls.

Their control panel is littered with numerous bugs and constantly crashes.
My site went offline 4+ times during the few days I spent with them.
Their own site often goes offline way too often, leaving me without access to the control panel/support.
My site was incredibly slow, 10 seconds+ for each page, sometimes over a minute if you're unlucky. This is for a simple ecommerce system with no data, I have an exact copy of the same site with the same data on a different host which loads each page in under 2 seconds.

On the plus side, their support response time was fast, and even though the first person I spoke to clearly wasn't tech savvy and required me to explain my problem multiple times, he did put me through to someone else who fixed the problem quickly.

Netcetera has two real issues to solve :
1. There is no warning of scheduled maintenance times. So you are unable to plan prior service interruptions own actions and measures.
2. Netcetera has really weak backup service. They only replied to me saying "sorry" for loosing 1,5 months data (new clients, transactions).
So if you want their service then you must master backup plan yourself and you must be ready for service interruptions with minutes notice.

other than that, on the positive side: they respond to your inquiries (with of course no result) and their service is cheap.

i have been with netcetera for around 2 years now i find there services second to none, their professionalism is unquestionable
their staff are friendly helpful and polite, i have had no problems with there service or their staff in the entire time i have been with them, no complains at all, in my opinion i rank them no 1 for their services and staff i would say experts in their field, i would hightly reccomend them to anyone with first class service and staff available 24/7 you cant go wrong

Was amazed at the speed and helpfulness of the customer service from Netcetera. Purchased a hosting package with them one evening, an hour or so later raised a ticket as I was having issues - they replied 7 minutes later with the information I required.

Could not ask for better customer service!

Outstanding service 24 hours a day !!!
I have been using Netcetera for more than 3 years, and I can say that their service is excellent! I have contacted them on a few occasions in the middle of the night and they always reply within minutes with an answer, even if it is not urgent! They are always very helpful!!