Review Time
Reply: 9/30/2024While it's true I have gained access to my account, it definitely was not easy. Yes, I got to support through the sales chat.AFTER dealing 3-4 different people. Go read through the chats. I was told the only thing I could do was email compliance, and I never got a response from them.You know how this got fixed? I asked sales about my current server plan, and of course they told me I had to log in to get that info. Now this is after 16 hours! They send me to support, and I asked about my current plan & charges again because sales couldn't help me. Support want to help me log in. Ok, fine. They sent a different link, asked me to submit my domain (not my email like everyone else had), and I actually got a recovery code to change my password. Fixed in 15 seconds?!?! Are you serious? So yes I got in, but why did this 15 second fix take so long to get to the right person? The person that fixed it did TWO things differently. Why didn't other support people know this? The link for the recovery code is NOT the same link you get from you login page if you click "forgot password."You mention that I kept trying to reset my password, as if I was being impatient. Incorrect. I was talking to support and they kept telling me to try to get a code. Even in "trust" mode or whatever it was, I still wasn't getting ANY recovery codes to my email. Now I know why, because the link from that page wasn't the correct one. It only allows options for username or email, neither of which worked. Ever. Even after we fixed this, we kept testing. The correct page asks for username, email, or domain. It's the domain that finally got me a recovery code. This was a consistent, repeatable error. I understand the reasons for the death certificate and all the other options, but none of that was valid for my situation and that's all I was receiving from support. So again, nobody listened to the problem, there was no support, and I was told I just had to wait for them to figure it out. Nothing got solved until I started asking about changing hosts. Original: 9/25/2024I didn't change my login credentials but the system said the email and password didn't match. No big deal, right? Just reset the password like we've always done. WRONG, not with Siteground! The recovery code they sent doesn't work, the phone recovery says "failed" so they sent me a list of ways to access my account.including submitting a DEATH CERTIFICATE! All these issues and reasons why I don't have access to my account, but NONE of them are valid. I am the only owner, nobody has "left my company" or died. I have access to all of the email addresses and phone numbers on file. Yet the ONLY email I don't get is the recovery email with a VALID recovery code. They are concerned that I don't have access to my email, yet they've sent 2 emails to me about this issue including one with a link to the ticket once I'm logged in. The insanity is crazy! If I can't log in, how can I access the support ticket? Be careful, because there is NO OTHER WAY to get support unless you're logged in. No emails, no phone numbers, you can only chat with sales. I can't even switch hosts unless I can access my account.
My rep, Martin was wonderful - professional and kind. But he wasn't able to fix my problem and I have to wait up to 48 hours to get my issue resolved.Also, one of the reasons I moved to Siteground was because I could call and talk to someone when I have a problem. But now you have to pay a hefty charge for that service. Bummer.
Very helpful team, great customer service and UI. Their warnings about auto-renewals could be a bit better though, emails titled "your service will in 30 days" constitute the sole warning about billing us within 14 days. For me who had a website up for a year just to try out a project and was fine with my subscription expiring, that felt like a disingenuous choice of words and I was surprised to be billed within 14 days instead of 30, if at all.
This hosting service is the worst. I am Absolutely SHOCKED at the reviews which is why I originally chose this service. Every day a new '?€œproblem'?€ ? arises. Images not showing up one day HUGE time lags (a day) for site changes to register. Virtually Impossible to get live support. I have worked with several hosting services and this is my first experience with Siteground. I am NOT impressed and very disappointed. I am dumbfounded on all the positive reviews. My experience has been horrible. Will be looking to move my site.
Auto renew ripoff. I wanted to change my service last year as the price went up astronomically after the first intro year. Even though the service had not hit renewal period, they did not adjust. This year I moved my site, dug through their site to check off the nonrenewal and filled out the question box why I did not want to renew. I received multiple renewal emails that I responded to that I did not want to renew - they all bounce back. There is no help/response to assist with cancelling. BE AWARE - besides the value for your money is not good for me.
The tech people are excellent and helpful. But SiteGround's expert care is often a painful experience. First they only allow a 650 character limit to explaining the problem (650 characters not 650 words!). On top of that, there's no character count function, so you have to cut and paste and edit it and count the characters in another program. PAINFUL! Second, instead of billing you by the hour or half-hour for expert help, they force you to buy credits that expire in 30 days if you don't use them. They said that it would normally take 2 credits to clean malware, but they took all three that I purchased. There's no real reason why credits should expire. I can only guess that this is a way to make people overbuy credits and then not get ANYTHING for the unused credits. I like that the SiteGround's people are really knowledgeable and helpful but I won't recommend SiteGround to anyone.
Disappointing Support Experience Led Me to Switch Hosting Providers.Recently, my website was suspended by SiteGround due to a malware infection. What followed was one of the most frustrating customer support experiences I've ever had.First, I struggled to even access their live chat support, as it's hidden behind layers of knowledge base articles. When I finally connected with an agent, they were completely uninterested in helping me resolve the issue efficiently.I explained that I had specialized software that could quickly clean the infected files, but the agent refused to temporarily lift the suspension to allow this. They didn't even mention the possibility of whitelisting specific IPs - a solution I only discovered later through the ticket system.After creating a support ticket on March 25th, communication was excruciatingly slow:Initial response at 9:29 AM3-hour wait for follow-up responsesNew infections appearing faster than I could clean themMultiple unanswered urgent messagesWhen I requested a clean backup restoration, the new agent (Kostadin) simply directed me to knowledge base articles or offered a paid manual restore service. Despite deleting all files as instructed and sending multiple follow-up messages, I waited hours without response while my site remained down.Fed up with the lack of urgency and solution-oriented support, I researched alternatives and discovered Scala Hosting. The difference was night and day:Immediate response to my inquirySeamless migration of my website and emailProactive, step-by-step guidance throughout the processSite back online within hours, with proper malware removal supportHalf the price of SiteGroundIf you value responsive support that actually solves problems rather than creating obstacles, I strongly recommend looking beyond SiteGround. Their support team seems more interested in following rigid protocols than actually helping customers in crisis situations.
Can't really fault Siteground. It never takes long for someone to help. Generally their advice and support is good (I've had some issues with 'wrong' technical advice but nothing dramatic that couldn't be solved later. Imma definitely sticking around.
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