Head Office
5005 Mitchelldale
Suite #100
Houston, TX 77092
United States
Customer Service
Phone: 866-96-GATOR (US)
Phone: 866 964 – 2867 (US)
Phone: 713 574 – 5287 (US)
Phone: 1800-209-8833 (India)
Phone: 00+1-713-574-5287 (others)
Email: support@hostgator.com
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About HostGator
HostGator is a technology company founded by Brent Oxley in 2002. Products range from web hosting, VPS to domain registration. In 2012, the company was acquired by Endurance International Group. Headquartered in Houston, Texas, HostGator was recognised by PC Mag as Best Web Hosting of 2016. HostGator currently hosts more than 8,000,000 domains.
HostGator’s products include Shared Hosting, WordPress Hosting, VPS Hosting, Dedicated Hosting, Application Hosting and Windows Hosting. The web hosting packages come with 24/7 support, 45 Day Money Back Guarantee and 99.9% Uptime. The basic web hosting plan starts with $6 for a single domain. The Baby Plan for $8 offers unlimited domains and unmetered bandwidth. Users enjoy one-click application installer to quickly launch a WordPress-based or Drupal-based website. In addition to it, you get unlimited MySQL databases with PhpMyAdmin access, cPanel control panel, free Weebly site builder, hundreds of website templates, free website transfer, unlimited email accounts and 24/7 live chat support.
The Cloud Hosting plans are for those looking for more dedicated space and features. Plans start with $8 for 2GB memory and 2 Core CPU to 6GB memory and 6 Core CPU for $12. The cloud hosting accounts come with cPanel, data mirroring, integrated caching, among others. As for VPS Hosting, you have both managed and unmanaged servers. Plans start with $12 to $100 a month. The VPS servers are completely customizable and can be upgraded any time. It also gives you full root access, weekly site backups, and 24/7 support. All VPS servers are equipped with 32-Core AMD Opteron 6376 processors, 128GB of RAM, and 3.6TB of RAID 10 storage. The servers also have multiple layers of network security, state of the art data center and gigabit uplink with a guaranteed 20mbit connection.
Dedicated server plans are for large websites and applications. Plans start with $174 a month for 4GB RAM and 500GB RAID-1 Drives. In addition to hosting, you can search for domains by name or extensions. All products and services can be managed on the HostGator customer portal. You can also view recent bills and set automatic payment. For more information or queries on payment, refund, cancellation, technical support, or others, reach the HostGator customer service.
I want to bring to your attention a horrific experience I had with your tech support team today via chat. And also how one of the telephone representatives, Rev, went out of her way to resolve the issue, staying with me on the phone for 1 hour 40 minutes and advocating for me. She’s my hero of the day.
I initially reached out to support for help with a minor issue. The tech I was working with was unable to resolve this issue and offered me two worthless suggestions: 1) disable my theme and plug-ins in order to upload media; or 2) not use Multisite
But the real problem here is that in the course of all this, Mohammed (Hostgator representative via chat) managed to break my site. I was unable to access the dashboard, and my website itself appeared a mess and was not functional, looking like all the plug-ins had been disabled. I was initially told that I needed to provide a back-up, which I didn’t have available. Then he said he might be able to replace the core files, but I had to pry further to verify whether or not restoring the core files would restore the files as they were before Mohammed broke my site. Luckily I checked first, because that answer was no. And then he said it may be possible to do a back-up of my site, but I would have to pay a fee of $25. Why in the world should I have to pay a fee of $25 when a representative from Hostgator caused the issue in the first place??!!
I insisted he escalate the issue (broken website), and he provided me a ticket number for the escalation. When I finally received an email, it was regarding the initial issue with the media uploads, which I don’t care about when my site is completely broken and is a mess.
I called the customer service line and luckily ended up with Rev. She was almost immediately able to fix the issue with the appearance of my website (thank goodness), which calmed me down. But I was still unable to access my dashboard. She stayed with me on the phone for 1 hour 40 minutes and liaised with the higher admins. Unfortunately, the higher admins once again disappointed. They initially said that the problem was that my CPU usage is too high and I need to optimize my site. But…my site worked just fine before Mohammed broke it, and I would still need access to the dashboard if I’m going to optimize my site. Their second solution was that I would have to pay for a developer to fix the problem, because they have limited resources with WP multisite. Again, why would I need to pay for this when a representative from Hostgator broke it??!!
Thankfully, Rev advocated for me and her supervisor agreed to waive the fee. The dashboard hasn’t been restored yet, but I’m beyond grateful for Rev’s calming assistance.
With that said, I’m quite disturbed with how much pushing it took to get Hostgator to agree to fix the problem that Hostgator caused. Both Mohammed and the higher admin struggled with this concept. The idea of ever needing to reach out to Hostgator support again is quite unsettling to me. I am seriously considering a hosting switch. I’ve been grappling with the low speed of Hostgator as it is.
i was very angry at the hold time required to do confirm maintenance on my account
the tech told me to send a complaint to kudos. this is what i sent:
Dear HG,
I own several domains all of which fall under richexpress.com When I call in for a situation it is most impolite for me to be on hold longer than 30 seconds – 2 minutes at an absolute max. I have to put up with rude clients all day long. I do not intend to get the same from Hostgator. I have been here many years and have moved all domains to HG. Please do not give me cause to regret this. I don’t want excuses like “we are training people” or “sorry we are really busy” I am too. I do not want an email back, I want someone to call me reagrding this issue. Treatment of this nature has, unfortunately become the norm. It is not right and it is an affront. A possible solution is to have a hot line wherein we would pay money for this prefered service Thanks, Bob 727-686-2979
this was the reply: We love that you had a great experience with our support staff. It’s no secret that the secret to our success is great customers just like yourself!
If you know someone who could benefit from our service, please click the link below to connect them with us. We promise not to use their contact info for any other reason, and if they sign up you can get a $40 gift card as our thanks to you.
i was livid. the chat did not work. i found there was no way to email a complaint in. after 2o minutes on hold to complain about being on hold i found this.
i guess if you dont give a damn neither do i – i would have been happy to stay with you for many more years but you have pissed me off so badly that i will be looking for a replacement