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“Technical support is average”

written by ucLeslie208 on 15/06/2014

My web site was somehow damaged either by external forces or in process of WebHostingHub maintenance. It took two hours of my time and two calls to resolve the issue. This could be somewhat acceptable. What is not acceptable is forcing me doing the job tech support should do. Luckily I am highly skilled engineer and was able to find the problem even in the area I have generic knowledge only. When I pointed technical support to the problem, the issue with my site was fixed. I am wondering how long it would take to fix the issue if I did not do part of their job.

Here are some details:
I host small business WorldPress site here. Of course, I use WP plug-ins. Few days ago one of my clients notified me that my site is down. I went to site control panel and found that root site home page was missing and WP site (one level down in hierarchy) doesn't respond. I requested a chat with WebHostingHub technical support. My request went through in couple of minutes and I described the problem to the agent. he spent nine minutes on researching the issue and told me that problem is caused of one of WP plugins and WP site is back after he renamed that plugin folder. He recommended to call plugin vendor for support. I tried to convince him to look on recent changes in WebHostingHub environment, pointing that issues with plugin doesn't explain missing home page on root site and absence of any recent changes on my site. The agent refused to help me further stating that this is a plugin problem and I should contact plugin vendor. I had no choice by end the chat after spending 37 minutes there. Then I spent 20 minutes investigating issue deeper and found that IonCube Decoder library became unavailable for my WP site. I requested chat with WebHostingHub support again and pointed on that. After this WebHostingHub tech support elevated the issue and was able to fix it. It took about an hour.