Most site owners face problems with their web hosting providers at one time or another. When you feel dissatisfied with the quality of service being offered by your provider, you always have the option of moving to another. However, at times, the problems being experienced are simply as a result of a simple misunderstanding between the provider and consumer. Therefore, to avoid the stress of moving to a new server, it would be advisable to take time to work through the problem with your web hosting provider. This is especially important if you have been with the provider for several years and have enjoyed their services.
Here are some tips for handling issues with your web hosting provider:
1. Give Clear Details and Instructions
Whether you make a phone call, send an email or submit a ticket, be sure to explain your problems as clearly as possible. When getting in touch with support, you need to keep these things in mind:
- Is the problem with the browser or the site’s backend?
- In case you are getting an error message, it would be advisable to copy the message exactly as it is
- What steps have you already taken to deal with the problem?
- How urgent is the problem? For instance, if your site is not accessible on browsers, that is a serious matter. However, most backend problems are usually not urgent
2. Give Support Time to Resolve the Issue
A site which is not accessible can result in great losses for a business. When a problem is not sorted out right away, you are likely to get restless. However, you need to realize that the web host is probably handling many other similar problems at the same time. After getting in touch with support, wait for at least 12-24 hours to get feedback. In case you don’t get any response within that period, you could get in touch with the support again and mention the same problem. It is likely that the email or ticket got lost on the way.
3. Trace Your History With the Provider
If your web host has offered you great customer service over the years, don’t give up on them quickly when you face one difficult challenge. Before moving to a different host, you need to think through these questions:
- How have problems been handled previously?
- Are you getting frequent updates from support about the progress in solving the problem?
- Do you have an idea how long it would take to solve the problem?
- Besides the problem currently being experienced, are you satisfied with the provider?
As you air your grievances, remember to treat support personnel with respect and kindness. Avoid name calling and accusations since this might just make the person on the other side uncooperative, and thus take a longer time to resolve your problem. Regardless of how frustrated you may be, make sure you conduct yourself in a professional manner.
4. Read the Knowledge Base
Whenever you have problems with your site, it would be advisable to visit the forum or knowledge base on your host’s site. You are likely to find comments from other customers who have faced a similar problem in the past and solved it. At times, the solution to the problem might be as easy as altering permissions for a folder. The knowledge base will enable you to distinguish between the problems you can fix yourself and those which require specialized attention.
5. Know When to Walk away
At times, the problems may persist for a long period of time, resulting in loss of customers as well as traffic. In such cases, don’t hesitate to find a new web host who will meet your needs.
Conclusion
Generally, issues with a web host can be dealt with through clear communication and some patience. The online world is crazy and there are many factors that can cause your site to malfunction. In many cases, web hosting providers are not entirely to blame for your problems. Therefore, whenever something goes wrong, explain your problem clearly and politely to your provider. Give them a chance to deal with the issue before making the decision to move to a different host.
Charles is passionate about technology-related subjects. He has written about offers such yahoo web hosting, as well as westhost. Once in a while, he also contributes to Technically Easy, among other leading sites. Besides technology, Charles also enjoys writing about home improvement, health, finance and fitness. He is a resident of Nairobi, Kenya.