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  1. Stop and Roll Back! Make a U-Turn Before Too Late. PLEASE!

    LiquidWeb. Been here for years. I use to love you guys. Even though had hiccups over the years, it was always a winning ratio (10% not so good VS 90% pretty good) in terms of support and solutions. I'm being nice with that ratio...

    In the last month or so, you have completely flipped your whole world:

    1) Changed your logo - yuck. See DNS icon here https://www.digitalocean.com/pricing/#networking its like almost a direct copy from that icon. Your logo doesn't affect me, but it would be gone if it were up to me. Hire a better branding agency!

    2) Your…

    13 votes
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      8 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • New Chat is Terrible

      The new support chat interface is terrible. I don't mind waiting - but there is no indicator of how long the wait will be.

      Also, once I get into the chat - after waiting for who knows how long, I keep getting disconnected and reconnected with a new agent. And haven't been able to ask my question.

      Very frustrating

      8 votes
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        5 comments  ·  Flag idea as inappropriate…  ·  Admin →
      • poor support

        Liquid Web used to provide excellent support with low ticket response times. Lately it seems we have been getting nothing but poor quality support from techs who mostly appear not to really know what they are doing - making many amateur mistakes, and causing all kinds of problems for us and our client's sites.

        Many issues we end up having to diagnose and resolve on our own or fix issues that techs have caused. Many issues keep repeating themselves. Techs need more training and education.

        Ticket times are at an all time high in the 10 years that I have…

        48 votes
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          15 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • New logo is a step backwards

          FWIW, I think your new logo is a step backwards. It looks too "cartooney". Plus it looks like an atom with electrons circling it. Another coworker thought the logo represented something a car wash might come up with. Your old logo was just fine, you shouldn't change it.

          2 votes
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            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
          • Please improve the new support system

            I am find the new system vastly harder to use than the only one.

            It is hard to see any replies, when I do reply then obviously it is not seen by staff as no further action is taken. I have a ticket that has sat for 2 weeks with no staff response!

            You click on Open Manage which I assume is to do with opening and managing tickets and you are sent back to the main control panel.

            The emailed replies do not have any reply link and actually come from a non-liquidweb address with noreply as the user!

            3 votes
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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • Answer Support Requests in Under 3 Hours

              I've stayed with Liquidweb for many years due to the heroic support. It really was the best in the industry. Today, I put in my first serious request in months, and no answer for 3 hours and counting. I am renting a fully managed server for the support, help, and management. Delayed responses to support requests slow down an entire work day. Get back to doing what you do well Liquidweb, or I'll go to another company.

              4 votes
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                2 comments  ·  Flag idea as inappropriate…  ·  Admin →
              • Add cPanel Quick IP Address Unblock permission to Manage interface users

                VPS users who are not account owners but have access to the Manage.LiquidWeb.Com interface should also be able to unblock IP addresses as needed.

                Just experienced this issue and it was determined that as an interace user I didn't have this capability. This very useful tool should be available to all users that can access the manage server website.

                1 vote
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                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                • populate DNS with standard defaults

                  I added a new domain to my Cloud Sites account, indicating that I wanted Liquid Web to manage DNS. The only records that were set were the NS's. I called Support, who said that this used to work as expected under RackSpace but not here, and that he had to add everything (web, email, etc.) manually. That seemed a bit odd.

                  Please automate this.

                  Thank you.

                  1 vote
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                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Remember Authentication Code for X days

                    It would be great to consider remembering the authentication code for X number of days, say 15 or 30.

                    Though it's nice to have our accounts secure, I don't recall any bank, stripe or any other SaaS that requires to complete the authentication code on every login.

                    1 vote
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Allow scheduled Storm backups, twice weekly

                      Allow scheduled Storm backups. Currently the only option is daily and so in order to get more than a week of backups I need 500Gb. If I do not get more than a week of duration then the backups will be overwritten too quickly and I do not need 8 consecutive days of backup. Why not also offer a twice weekly option? Then I could drop to 250Gb and 4 backups would span 2 weeks. Then I would have more restore options further back in time is a problem is discovered.

                      1 vote
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                        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                      • improve the live chat...

                        upgrade so we don't have to wait 15 minutes to get someone

                        1 vote
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                          2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Contact Me Now Number

                          Should have a field for "contact me now" when setting up a server since may be using a generic corporate main line. the contact me now could be the number to contact for verification. Should also explain this.

                          1 vote
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                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                          • Storm backup status feature

                            It would be a great feature to be able to see the status of a current daily Storm backup in progress (i.e. running, scheduled).

                            2 votes
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                              2 comments  ·  Flag idea as inappropriate…  ·  Admin →
                            • Plesk password in Manage to automatically post to Plesk Panel login screen

                              It would be a great process improvement in the Manage interface to have the Plesk link for Plesk Storm Images automatically log users in as discussed here (https://talk.plesk.com/threads/api-feature-request-method-to-auto-login-a-user.298105/) and documented here (https://support.plesk.com/hc/en-us/articles/213411289-How-to-create-Autologin-using-an-API-request-in-Plesk-)

                              2 votes
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                                1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                              • bring back heroic support and change your phone greeting back the new ones sucks

                                your new phone greeting is too long and slow talking and puts customer support too far down the line. I originally signed up years ago because your company was so support focused that support was the #1 button your greeting. I am on hold now after being told by the robot it would be about 1 minunte, for 7 minutes and counting. And I am calling because my ticket from 5 hours hours ago hasnt been handled and it would take someone about 4 minutes to do. #heroicsupportwhereareyou

                                1 vote
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                                  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                • E-mail the technician's notes about a ticket to me on request.

                                  E-mail the technician's notes about a ticket to me on request. I have to repeat a lot of requests for the same service because I was never told how to fix-it myself.

                                  1 vote
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                                    1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                  • make billing statement available in Mobile version

                                    A email receipt arrives. I "Click" here to see invoice. Mobile version of site loads. However account shows no invoices. It simply shows that I have no balance due.

                                    1 vote
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                                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Access Levels - Multiuser PIMS

                                      I don't want my techs to have access to billing section at all. You need to code some ACL into the user creation. Separate logins with 2FA possibly google authenticator?

                                      And only admin / manager levels should be allow to order servers.

                                      4 votes
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                                        1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Allow custom images on Private Cloud

                                        Allow the ability to upload custom images to the Private Cloud, or to mount images as media so that installation of other OS's is possible.

                                        3 votes
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                                          1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Require server selection on support ticket when client has more than one.

                                          Reduce the time wasted requesting clarification and possibility of wrong server being accessed.

                                          3 votes
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                                            1 comment  ·  Flag idea as inappropriate…  ·  Admin →
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