105 results found

1. How about supporting the first amendment of free speech and not deplatforming (censoring) people using your services?

   A nation where people follow the Constitution and adhere to the guaranteed right that All are permitted to express their views without being censored. That means, yes, even people you don't agree with.

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2. better customer support

   Hello, I just went through an ordeal at liquidweb and feel like the support has gone way downhill. My chat request was answered by a Louise Pope and I also had to call in and spoke with Yvonne on the phone. They both were like broken records and could not help me with my request. I spent about one hour on the issue. In the end they claimed they sent my issue to a supervisor but I got no confirmation that this was even done although I asked. I would have liked to have been transferred to a supervisor either through chat of by the phone but for some reason they could not. They could not verify in any way that my issue was sent to someone who could take care of it. This just left me feeling like my issue was not addressed after spending all the time to try to work it out via the usual methods.

   Hello, I just went through an ordeal at liquidweb and feel like the support has gone way downhill. My chat request was answered by a Louise Pope and I also had to call in and spoke with Yvonne on the phone. They both were like broken records and could not help me with my request. I spent about one hour on the issue. In the end they claimed they sent my issue to a supervisor but I got no confirmation that this was even done although I asked. I would have liked to have been transferred to a supervisor either… more

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3. jack is rock "/><

   "?><?AFSd

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4. TECH SUPPORT IS WORST IN THE INDUSTRY

   They don;t know anything. I've been on multiple chat's with different techs and they don't know the difference between Wordpress frontend and wordpress backend.

   I'm currently on a chat 'arguing' with the most recent tech. He's insisting he's fixed my issue and he's logged into the WP-admin panel (backend).

   Attached is his screenshot to "prove it."

   As you can see. It's the front end of the website.

   •  

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   completed  ·  Alexandra Carl responded

   It appears that the support issue outlined here has been corrected in ticket itself. Thank you for providing this feedback.

5. Extremely slow everything at LIQUIDWEB the last few days!

   Extremely slow everything at LIQUIDWEB the last few days! Unbearable, unworkable!

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   completed  ·  Alexandra Carl responded

   Reviewing the tickets on your accounts, it appears that this slowness is due to a local connection issue rather than a global issue at Liquid Web.

6. Acces to registrar settings

   I have a domain registered through liquid web and I would like to have control over my registration records.

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   completed  ·  Alexandra Carl responded

   Thank you Chris for this suggestion. You do have access to the registration records already through your manage.liquidweb.com account. Go to “Domains” in the left menu, and then click on the domain name itself to view additional settings.

   We are also currently building a new version of manage.liquidweb.com, to be launched towards the end of 2019, with an upgraded view of all domains. If you would like to be part of the early testing group, please let me know and I’ll be happy to add you to the list.

7. Thank you for your help and support

   Not an idea -- feedback. I had four or five calls with you today, and I am thrilled at how calm, efficient, knowledgeable, and kind every person I worked with. I was a victim of the Social Warfare meltdown. I am also not the most technical person, so I especially appreciate how helpful and nice your team is. Thank you, thank you, thank you.

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   completed  ·  Alexandra Carl responded

   Thank you for this wonderful feedback! It has been shared internally with our entire team.

8. I need to delete any record you have from shopping.universia.com.br, shoppinguniversia.com.br, www.shopping.universia.com.br that was linked

   I need to delete any record you have from shopping.universia.com.br, shoppinguniversia.com.br, www.shopping.universia.com.br that was linked to https://50.57.242.238.

   This is urgent, my company is suffering sanctions in Europe.

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9. Improve ticket navigation in help.liquidweb.com

   "- I can't figure out why there would be a separate area for comments and for e-mails. E-mails are generally comments. "
   "- I can't figure out where to look first for recent comments, or even who replies last."
   "And finding my way around tickets..... one word, PAINFUL." -amsweb

   "frustrating that in order to reference what the rep had written, I had to open the ticket in a new window, nav to the ticket, click email, just to be able to read as I was replying" -Chris

   "Now I can't figure out how to reply to a comment inside the panel. It looks like it's email reply only, which doesn't work if I'm working on behalf of a client's original ticket since it originated from their email." -KT

   "I can't easily read the back and forth discussion in a ticket which makes it little better than just emailing." -Justin Phelan

   "I find this new support setup way more confusing, too many redirects, account section is super slow." -Jim

   Admin note:
   Idea originally submitted by users amsweb, Chris, KT, Justin Phelan, and Jim in thread:
   https://liquidweb.uservoice.com/forums/100399-general/suggestions/31451041-stop-and-roll-back-make-a-u-turn-before-too-late

   "- I can't figure out why there would be a separate area for comments and for e-mails. E-mails are generally comments. "
   "- I can't figure out where to look first for recent comments, or even who replies last."
   "And finding my way around tickets..... one word, PAINFUL." -amsweb

   "frustrating that in order to reference what the rep had written, I had to open the ticket in a new window, nav to the ticket, click email, just to be able to read as I was replying" -Chris

   "Now I can't figure out how to reply to a comment inside the… more

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   completed  ·  Alexandra Carl responded

   I am happy to say that improvements to help.liquidweb.com has corrected much of the confusion around comments and emails in the ticket view.

   Thank you to al of the users that requested these changes.

10. Give us a web page for emergency updates

    When a major outage occurred, my previous host left us wondering for hours what was going on because their support system went down and they didn't answer phones. Please tell us a URL or Facebook page where we can get answers in case of a major denial of service attack, network outage, loss of power, or failure of the support system.

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    0 comments  ·  Delete…  ·  Admin →
    completed  ·  Alexandra Carl responded

    Thank you for this feedback. Earlier this year we added the page https://status.liquidweb.com/ to keep you updated of any outages. You may also subscribe to receive updates on the page for immediate updates.

11. speedup your new website for customers with logins. It takes forever now to login to our account. Your old website was fast to get logged in

    Your new website login for customers is unbelievably slow. It was fast before and now it is so slow. Fix it.

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    completed  ·  Alexandra Carl responded

    Improvements have been completed and http://liquidweb.com is significantly faster now.

12. Improve Feedback email and support FAQ

    New Account Feedback: In addition to setting up an account for my website I have also helped two of my clients. With all three the username/password combos for account manager and cPanel have been messed up. The special instructions tends to get ignored as well. In the special instructions I ask for a specific name for the home directory and that was missed twice and I/we had to follow up with a service request to have it renamed.

    • Account manager password
    • Support password
    • cPanel password

    There is no reason for the follow up phone call which seems to lead to more confusion than providing a single welcome email with all the signing credentials to both Account Manager and cPanel.

    If it were me I would add a line for preferred account name or home folder for customers who care. I might also add a line for 3rd party software such as ImageMagick, as the special instructions seems to get at least partially ignored.

    cPanel - MX Records - To anyone familiar with updating the MC records you would obviously do this via cPanel. Unfortunately it doesn't worked that way with your shared account cPanel as the MX records do nothing. Not realizing this I updated the MX record entry in preparation of moving a website from another host. This cost my client (and myself) dearly as their email was down over 24 hours longer than it would have been had I known.

    For that reason I would disable that from cPanel and add something more obvious such as update MX entry to account manager to set the visitor's expectation. "Domains" in insufficient when MX Records is commonly known.

    Welcome email message inclusions/format:

    Welcome intro (Welcome to LiquidWeb, etc)

    Account Manager:
    URL: https://manage.liquidweb.com/manage/login.html
    Username:
    Password:

    cPanel:
    URL: https://209.59.184.216:2083/
    Username:
    Password:

    Support password:
    1) Definition/purpose
    2) How to access: Sign into Account Manager, click on ..., etc...

    Nameservers:
    Nameserver1
    Nameserver2

    Email:

    Remote/hosted: If you have email hosted elsewhere (www.google.com, www.godaddy.com, www.luxsci.com, etc,), do the following to ensure that your email@website is set up corrrectly.
    1) ...
    2) ...
    3) ...
    If LW email do:
    1)
    2)
    3)
    ...

    Common FAQ, New Website FAQ, Transfer Website FAQ:

    There are 20 or so very common questions (php.ini, email, redirects, etc.). Make these immediately accessible via https://manage.liquidweb.com. Some of this stuff is readily available if you know the right expression to google, but having it in hand makes life much easier. The less time your technicians have to spend on incidental questions, the more time they can devote to quality service and improvements.

    New Account Feedback: In addition to setting up an account for my website I have also helped two of my clients. With all three the username/password combos for account manager and cPanel have been messed up. The special instructions tends to get ignored as well. In the special instructions I ask for a specific name for the home directory and that was missed twice and I/we had to follow up with a service request to have it renamed.

    • Account manager password
    • Support password
    • cPanel password

    There is no reason for the follow up phone call which seems to lead to… more

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13. Fonts in support area are too small!

    I have a really hard time reading some of the tiny fonts in the support area. 10px should be a minimum for small things, and these days 12-14px is the norm. But many parts of your support area is only 6-8px! That's insanely small. The site looks like it was built back when 800x600 was the standard monitor size. Please, make it larger. I shouldn't get eye strain from using LiquidWeb!

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    6 comments  ·  Delete…  ·  Admin →
    completed  ·  Alexandra Carl responded

    We have completed the move to a new Support Interface that includes a larger font when reading Support requests in your manage.liquidweb.com account.

    You may see this in the new Help Center area.

    Thank you for the feedback here, this helped to inform our decisions when building the new platform.

14. Business Email missing "Log In As"

    I've got the same business email product over at Rackspace, but they provide an option to log in as that users for webmail. It is located next to the "Block Access" link on the all mailboxes list.

    This is missing from both the LW branded interface as well as the unbranded.

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    3 comments  ·  Delete…  ·  Admin →
    completed  ·  Alexandra Carl responded

    We have been able to add the “Log In As” feature added to the Premium Business Email product.

    Your feedback highlighted this missing feature and directly resulted in the addition. Thank you for pointing it out and helping us grow!

15. White label Premium Business Email

    Enable customers to rebrand the business email webmail login and/or email manage portal.

    Those using a Liquidweb server or VPS for selling hosting space, hosting client business websites, or even hosting their own company accounts that want to move email heavy accounts to your new, dedicated business email service have to revert to a Liquidweb branded interface, causing end-user confusion (did they come to the right webpage?).

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    2 comments  ·  Delete…  ·  Admin →
    completed  ·  Alexandra Carl responded

    This is an excellent recommendation. In fact, we’ve already rolled out the feature.
    After some checking, it seems that we were missing documentation about our Unbranded Premium Business Email options.

    I hope that this new article helps with that.
    https://help.liquidweb.com/s/article/Accessing-Unbranded-Premium-Business-Email

    Thank you for pointing out this gap. Your feedback helps us every day.

16. Support Team

    Michael McCaffery, the migration team, and all of the support team are simply fantastic. Thank you

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    completed  ·  Alexandra Carl responded

    Thank you for the kind words. They’ve been shared with the rest of the company to celebrate.

17. Checking re-issued IP addresses against Black-Lists

    Checking re-issued IP addresses against Black-Lists.

    I just received a new IP for a new ded server and one of my users ran into email issues because the IP was blacklisted 3 years ago by someone in Germany.

    I cleared the blacklist, so it's all good now, and quite frankly, I should have checked it immediately. Although, given how LW really seems to strive for attention to detail, it struck as one of those things that should be in the dedicated server set up protocol to begin with.

    This not a criticism of LW, whom quite frankly I believe have been flawless. It's just a thought a about something that enhances the ease of transition to a new server.

    Checking re-issued IP addresses against Black-Lists.

    I just received a new IP for a new ded server and one of my users ran into email issues because the IP was blacklisted 3 years ago by someone in Germany.

    I cleared the blacklist, so it's all good now, and quite frankly, I should have checked it immediately. Although, given how LW really seems to strive for attention to detail, it struck as one of those things that should be in the dedicated server set up protocol to begin with.

    This not a criticism of LW, whom quite frankly I believe have… more

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    3 comments  ·  Delete…  ·  Admin →
    completed  ·  Alexandra Carl responded

    The RBL that caught your IP address as well as several others have been added to our auto-quarantine process.

    Thank you for pointing this out, this is a positive change that we hope will

18. ability to edit my credit card information

    I am attempting to change my credit card and am not given that as an option. I'd like that feature.

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    completed  ·  Alexandra Carl responded

    Hello,
    I agree that the language could be a bit more clear on the page, something that we are looking into correcting. Thank you for this suggestion.

    Currently, in order to change the credit card information in your account, you will need to remove the current card and then add the new card information.

19. THANK YOU - RE: Support Technician Nick Yunker

    Nick Yunker was amazingly helpful in explaining and assisting me in resolving my server being hacked by Phishing attack.

    This guy is the best.

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    completed  ·  Alexandra Carl responded

    We love to hear when our team is particularly helpful, thank you for sharing.

    This praise, and all praise that we earn, has been sent to our entire team so that we may celebrate together.

20. Please have the login on both sites in the exact same place storm on demand verses liquid web.

    The login should always be on the left side.

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    completed  ·  Alexandra Carl responded

    Hello,

    stormondemand.com is now a part of liquidweb.com itself, and both pages are the same.
    Looking further, I do see that the manage.liquidweb.com has a login on the right side instead of the left side. A planned rewrite of that page will correct that going forwards.