Midphase Reviews 

Great support and follow-up

Midphase sent me an email saying they are changing my nameservers, but didn't include what they were. Tech support isn't answering the phone, try it - they just hang up immediately 801-666-3139, tried the chat - chat is full (30 people) can't get on, when you do connect it takes 12+ hours on hold, sent an email on 6/24 took 6 days to get a response, meanwhile my websites are down for 5 days, unacceptable for such a simple question - what did you change my nameserver to???

I am updating my review from a few days ago. I gave them two stars because they are inexpensive and I had been with midphase a long time. I am downgrading to one star. Avoid Midphase. Other recent reviews are 100% correct: this is not the same Midphase it used to be. Support is non-existent. You'll get a response to a support ticket once every 48 hours, and it will be almost irrelevant to the issue at hand, like they're not even reading the ticket. My client's website has been down for a week with nothing I can do about it. I am moving it to a new host this weekend.

My issue was solved within an hour of contacting support.

Nothing works. Since they notified a migration my website (wetransit.co), mail and admin portal (CHI) are out of service. Already one week. And we were in the middle of a marketing campaign!! It has been cancelled :(

Many tickets open but no or useless replies. Being a long term client (>10 years) hasn't helped.

Avoid this provider, it's not the same it used to be.

Updated: as reported by the other customers the 'escalate' address below is useless. You submit the ticket but Midphase ignores it. Again, escape from Midphase.

Terrible. Simply terrible.
I've been with Midphase for 20+ years. They were orginally based in the U.S. and they were quite good for much of that time. Some years ago, they were taken over by a British company and have gone straight downhill since. First thing - NO TELEPHONE SUPPORT! You cannot quickly resolve technical issues by using a chat or sending texts. And the many of the support people give quickie answers and do not know the essence of the problems. Two months ago, they restructured the entire system, using another British company, StackCP. I am not impressed with them. They have made my Email client unusable, where I have to pay someone else to get email service now. Now I just found out that the security certificate for my websites (3 of them) expired July 1 and they have been unwilling or unable to resolve this. My clients are getting "site unsecured" messages and are complaining. When I open a ticket it takes a day or so to get a non-answer. Right now I am stuck waiting for 16 people in the Chat queue to get an answer (and it is near midnight my time). Frankly, I should be invoicing Midphase for their lack of service and not the other way around. Ultimately I will have to go through the arduous task of moving over to another service because their customer service is virtually non-existent. The positive comments seen here are but a canard. Eventually these folks will also end up with non-working web sites and little customer support to help.
Do yourself a favor and stay away from Midphase.
Written by a 20 year, and very unsatisfied customer.

As I suspected, the only response from my previous review is giving us the client escalation address, again, again, again. No use at all!... they don't reply!
I raised the ticket on the 26th June. It's now 8th July. The only reply I got was that they couldn't find any evidence that we've ever dealt with them... after 18 years of hosting!
I've been to their chat support. After 2 hours, I gave up.
I've never known an organisation whose "support" is as bad as Midphase's.

Can't access customer support. My email and website are down and can't even talk to a live person. Chat keeps kicking me out after a two hour wait and can't get my issue resolved.

Been a customer for around 20 years. My domain has been "suspended" for over a day.

Initially, they had wonderful technical support. But, now the phone number only refers you to their web page. Trying to start a chat means waiting in a cue for hours, and when you finally get down to being 1st, you then get sent to the back of the line.

Update 7/5/24 Yesterday they got my web page up, but my email remains unavailable.

Client for 15 years. USED to be the absolute best customer service I have ever seen in a hosting company, and I have tried many. Now, phone number does not work, "live chat" says they are too busy OR in my current state, waiting for 6 hours for a "live" chat. Midphase "upgraded" their servers and completely took down website and email. This has been for days. Initial contact provided information that was incorrect. Still waiting on resolution. Do not use this company until they get things together, if ever again.

DREADFUL "SUPPORT". We tried to contact Midphase. The chat facility always says that it's too busy (tried for 3 days). The phone number is "unavailable". We initiated 2 "tickets" with no response. We wrote to the "client escalation address". We did get a response! But, when we replied, their system refused our email because it thought it was "spam"... even though the subject remained the same. We're advised to ring or chat to them to resolve the issue.
"SUPPORT"?... there isn't any. We're looking for another hosting company... even though we've had an account with them for nearly 20 years.

After Midphase migrated to their new platform, our email and website went down. There is no way to get help without logging in to our account, which we could not do because Midphase requires 2FA authentication via our email, which we could not access. I finally called Sales, waited on hold for 90 minutes, and was able to talk to a person, who escalated our ticket. When we did get a response on our ticket, we were told there was nothing wrong with our account and to check the email server parameters on our devices. The only reason they had to be changed is because of Midphase's platform migration. The instructions the tech gave us were incorrect. I wrote a message back, but that message was never acknowledged. We were finally able to get the email working again when we figured out the instructions were wrong and corrected it ourselves. Our website is still down, also because of the migration, and it has now been a week. I submitted another ticket, got a confirmation, but the ticket is now gone from our account, and was never responded to. Very disappointed that there is no way to reach a live person for help. I have tried Live Chat and gotten the message that they are "too busy" and we should try again later. The other times I tried Live Chat, I was near #30 in the queue and only moved up 5 places in 90 minutes time. This is ridiculous. We are thinking about moving our email and website to another provider. Help is non-existent and Midphase clearly doesn't value its customers.

ABSOLUTELY TERRIBLE COMPANY!!! Our emails have been hacked and trying to get in contact with Midphase and it is impossible to get in contact with them. Tickets have been raised and no one is assisting to resolve this issue!!!

15+ year customer here. For many years, Midphase was in my opinion the very best. Technical issues were addressed by email, ticket or by phone quickly. I have to assume that recently the company changed hands as support has become non existent. Also, they migrated one of my websites that was working flawlessly for 8 plus years to a new server and totally crippled my website. Support tickets go unanswered, phone calls simply refer you back to the website, Live chat gave an automated response "we are too busy, try again later". Now today, another one of my hosting accounts, all sites, mine and all my clients sites are timing out. This is absolutely unacceptable. Would absolutely not recommend Midphase for even the most basic hosting as they have become totally unreliable.

My entire web site is down -- the server is refusing https connections and can't find any pages. This has been going on for 5 days and no response from midphase

I had an issue and Mark told me what to do to fix the issue.

Phones no one answers - support fails support chat never responds

Daniel took a few minutes to review my ticket - which has been open more than 1 week now. Gave me the new email server settings and was patient while I tested it, and it finally worked; Daniel - You are an ACE! You deserve a medal! More importantly you SAVED my job!

I've been a Midphase customer for over a decade but based on my recent experience, I would not recommend them to anyone.

Suddenly all customer email stopped working. My customers were livid. When I attempted to reach Midhphase support phone number, I discovered that their phone number for sales, billing and support was out of order. I thought Midphase had gone out of business.

A week later Midphase reinstated their phone number. After a 2-hour wait in the support chat queue I learned that they had migrated our server to a completely new environment with no notice whatever. A day later, Midphase answered the ticket I had submitted.

Our customers' email had failed because when Midphase switched our servers, they neglected to make important domain name server changes. Further, every individual email customer was required to make changes to their own environment in order to regain access to their email.

I have spent untold hours undoing the damage caused by Midphase and I have lost many customers. Caveat emptor.

Their technical support has become terrible. You can only reach them through a ticket portal. Live chat is an option, if you don't mind waiting 6 hrs when you get locked out. There is no way to contact anyone other than sales and billing by phone anymore. And if you don't want 2FA on your console, too bad. So make sure you have a backup email NOT hosted by Midphase. In fact, I suggest you don't use a MIdphase email at all. Because if you are having email issues and can't access it, they will send the solution to that email. It has become a total joke.