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Do not use SmarterASP hosting. A conversation I just had with "customer service".

Discussion in 'Web Hosting' started by PetalumaFlower, Jul 22, 2014.

  1. PetalumaFlower

    PetalumaFlower Regular Member

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    I've been using SmarterASP for the last 8 months or so and thought they were pretty good. I was testing a few WP sites and took advantage of their free 60 day hosting service to see if my sites were good enough to keep. My sites turned out pretty well so I decided to keep them going and to continue using SmarterASP. I started paying for the hosting service when the 60 days was up and didn't have any issues.


    About a month ago, I started having issues with one of my sites. I kept getting a number of different errors that would lock me out of the site, and other times I would suddenly not be able to find my WP login page when I go to access the site. I'd never had these issues before and a Google search did not deliver any solutions. Naturally, I contacted the host to see if they had any solutions. For whatever reason, each time I have an issue and click the online chat for help on their site, I get the same exact person every time. This rep is incredibly rude and even told me on one occasion when my WP site was getting an error message that, "You are not very knowledgeable at Wordpress are you?" I was going to report him back then for his unprofessionalism, but didn't since he fixed the problem. Meanwhile, I've been using Wordpress for years and never had a problem with it until I came to SmarterASP. This guy's solution to everything is:

    "Find a Wordpress expert"
    "I am not a Wordpress expert"
    "Install a fresh copy of Wordpress"
    "I do not know how to fix (fill in the problem here)"

    Every time anything went wrong it was always my fault, even if I had not made any changes to the site. The site would always randomly lock up with errors and each time it ALWAYS turned out to be an issue that needed to be fixed on the BACKEND, even though he would deny it.


    Today, once again, I could not find my WP login page to access the site. It was working just fine a few days ago. When I click the link that Smarter ASP gave me to access the WP login page, the link takes me to an error page on my site. But the site itself is still up and running just fine. I searched around Google and Wordpress and found that it was most likely an issue that needed to be looked at in the WP files on the BACKEND. I clicked chat on the SmarterASP site and had this amazingly lovely conversation (not!) with the same guy who always answers the chat:


    5:17 p.m.
    Hello xxxxxxxxxxx,


    sanders
    How may I help you?


    Me
    Hi, I cant find my wordpress login page. This is the link I normally use: xxxxxxxxxxxxxx


    sanders
    Did you create any rewrite rule from wordpress admin >


    sanders
    ?


    Me
    Not that I know of. What is a rewrite rule?


    sanders
    The WordPress settings are messed up and all the URLs are being redirected to "Not Found".


    Me
    No clue. How do I fix it?


    sanders
    You will need WordPress Expert who can make this regular from WordPress coding.


    Me
    Yes, I sought that and they said it was a server issue.


    Me
    I am unable to log into wordpress at all


    sanders
    Yes, as I told you... all the URLs are being redirected to "Not Found" You can ask a WordPress Master to remove this url rewritting for you.


    Me
    How do they do that?


    sanders
    I am not sure... I am not WordPress Expert


    Me
    They do not know how to do it either. They are stating to fix it on the host end since we are not able to log into the wordpress account. They have to be able to get into the Wordpress account before they can help me.


    sanders
    Nothing wrong at the server end.. This is application error and you will need to fix this at your end.


    sanders
    You can check the server by installing a Fresh WordPress and it will work fine..


    Me
    Nope. Every time this happens you alway say to reinstall WP.


    Me
    Wordpress says to do this:


    in the "wp-content" folder I changed the name of the "plugins" folder to "plugins.off" (whichever name would be fine)
    I logged at "[my-site-domain]/wp-login.php" but this time without to be redirected, so that I was able to enter the dashboard
    I renamed back to "plugins" the "plugin.off" folder name (see step 1)
    within "Dashboard > Plugin" I reactivated all the plugins that were active before I experienced the issue of being redirected at login, all but one plugin which I think could be the culprit of the problem.
    logged-out and relogged-in, just to verify that the redirections disappeared.


    Me
    This means it is a backend error that needs to be fixed on the backend.


    Me
    You cannot access these files in Wordpress


    sanders
    LET us know the settings you wish to change from the server.


    Me


    1. in the "wp-content" folder I changed the name of the "plugins" folder to "plugins.off" (whichever name would be fine)


    2. I logged at "[my-site-domain]/wp-login.php" but this time without to be redirected, so that I was able to enter the dashboard


    3. I renamed back to "plugins" the "plugin.off" folder name (see step 1)


    4. within "Dashboard > Plugin" I reactivated all the plugins that were active before I experienced the issue of being redirected at login, all but one plugin which I think could be the culprit of the problem.


    5. logged-out and relogged-in, just to verify that the redirections disappeared.


    Me
    These are the instructions I was given by Wordpress


    sanders
    see, our server is shared among # of shared hosting clients and many of them are LIVE with their real domains and using WordPress... If our server doing malfunctioning and making WordPress sites unavailable you should find many bad reviews for us....


    sanders
    YOU made WordPress messed, there is no way for us to fix on our end.


    sanders
    We are not programmers..


    sanders
    As you have access over the File Manager, you can ask third party developers to fix this


    Me
    The plugins file on the server needs to be turned off. That is not something that can be done via Wordpress.


    sanders
    You can check via File Manager and you will have complete access of All WordPress Files


    Me
    Hold on (This is when I started typing up a support ticket for assistance since it was obvious this fruit-loop had no clue what he was doing or talking about).


    Me
    It is still not working.


    sanders
    As I told you, you will need WordPress Expert wecannot help,


    Me
    Am I supposed to give wordpress access to my host account?


    sanders
    You can give them any access..


    sanders
    I mean to the Programmers..


    Me
    They state they do not have the means to do that. It is the hosts responsibility to ensure the site is operating correctly from the backend.


    sanders
    As you have already created a new support ticketfor the same..


    sanders
    You will be updated soon.


    sanders
    Anything else I can help here?


    Me
    Yes, I would like for you to fix this problem. Since I have already created a support ticket that means you will be fixing it anyway.


    sanders
    No...


    sanders
    You will be updated soon via support ticket..


    sanders
    Have a nice time ahead..


    sanders
    bye


    Chat disconnected.



    Wowzers! No wonder this "service" is free.


    A few minutes later I received a response from the ticket desk stating:

    "We would love to help, but unfortunately, this is out side of our job scope. First, we don't know what you did, so there's no way we can fix it. Second, you are response for all the changes you made in your wordpress site. If the site is broken, what we can suggest you to do is to undo the changes you've made.


    You should have full access to your files and database. You can access you files via FTP or our control panel and you can access your mysql db from phpmyadmin."



    I take it "Sanders" and the ticket desk are the same person since he saw that I had opened a ticket (which included a copy of the conversation above), and both replied with the same response, with broken English, within 5 minutes of me opening the ticket. :rolleyes:


    Meanwhile, the site is not broken. The link that SmarterASP provided to access the site's login page is what's broken.


    Their website states that if you are not happy with the service, you can get your money back. I plan on getting a refund and moving all 5 of my sites somewhere else.


    What other hosts do you all think I should move my sites to? I may even break them up and place them among 3 different hosts. I already know HostGator is a no no after reading here.


    Thanks in advance.
     
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  2. sashablack

    sashablack Elite Member

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    Ahm, as far as I can tell did you rename default wordpress folders? and redirected something? It might be you dude! Sounds like to me!
     
  3. PetalumaFlower

    PetalumaFlower Regular Member

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    Lol. I thought it was me too. That's why I was asking them how I can fix it. However, I have not changed anything. The last time I went into my site was Friday and everything was fine. I have not added any new plugins, pages, posts, permalinks, or anything to the site for about a week. All I did on Friday was pin some photos from my site to Pinterest. That's all I use the site for.
     
  4. markmp3z

    markmp3z Registered Member

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    We're sorry you had a bad experience with them, You should try NexHost, We'll even offer you a free CDN to speed your site up
    Even our site uses Wordpress
     
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  5. sashablack

    sashablack Elite Member

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    Do you have a cache plugin? or cdn service? It could be also during a weekly backup of your site by the host, if they offer such a service. How often does this happen? and what do you do in the backend of wordpress?

    You also need to check what plugins you are running and if that plugin is vulnerable to attacks. Do a google search I'm pretty sure you will find something!

    goodluck!
    -Sasha

    P.S. Maybe its time to switch :)
     
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  6. PetalumaFlower

    PetalumaFlower Regular Member

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    I thought about the backups. That was the first thing I checked. I believe the name of the plugin is BackupDraft. I have all backups going to my Google Drive account on a daily basis. When I looked, all back ups were there as they should be and looked fine. SmarterASP only offers backups when you have a paid account, this site I am using is still on their free trial account, so backups are disabled. But I bet that BackupDraft plugin is what it is now that you said that because that is the only thing running on the blog everyday on it's own. I kept trying to tell SmarterASP it was the plugins. Thanks for that info.


    Thanks for this info. I am checking out the site now.
     
  7. PetalumaFlower

    PetalumaFlower Regular Member

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    I just switched hosts and the new host fixed this problem in 1 minute. When I asked them how I should go about fixing the problem, they insisted on fixing it themselves, not me. That's the way customer service should be. I'm already up and running in less than 5 minutes.
     
  8. Leonxx

    Leonxx Newbie

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    I'm sorry to hear your bad experience and thank you for sharing this information to us. As I know smarterasp is new hosting business, they grow very fast. I also read many good reviews about them. I'm quite shocked that you got bad experience with them, you're not luck enough. hehehe.... I personally use asphostportal as my vendor. I use my wordpress blog with them. As far, no complaint at all. :)
     
  9. PetalumaFlower

    PetalumaFlower Regular Member

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    You're welcome.

    SmarterASP hosting service is really good, it was the customer service that made me leave.

    Also, just FYI, SmarterASP is a Windows based server. When I switched my other 4 websites I had on their server onto a new server, the new server was not able to transfer/migrate those websites onto their linux server. We had to use the backup files from the UpDraft (I think that's what it's called) plugin I have on each website and upload them onto the new server in order to get the websites on their sever.

    So be sure to always do a backup of your site on a daily basis and have them emailed to you so you can access them if needed. If you leave them on the server, you may not be able to access them.
     
  10. deann

    deann Newbie

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    I've used amerinoc for a few years to host WP sites, and they have great support.
     
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