Hostgator.com
Reviews and Complaints

I used a HostGator shared server for several years without major issues, apart from bounced emails to large companies. To solve this issue, I 'upgraded' to a virtual private server. During the migration, various issues resulted in loss of email service, and ultimately to the loss of my website. A site that had 400 pages of high quality content has been replaced with a single page that says "Under Maintenance". HostGator support has made up various stories as to why this has happened. Their support can barely write comprehensible English which compounds the problem.

On September 13, 2023, Hostgator banned me from accessing my domains /websites because of an alleged phishing attack on my one (1) domain. A total of 17 domains are supposed to be active since I paid for them starting in October 2022. and since I have a 1-year contract for each domain, 17 domains must still be active. And since only one domain has an issue, Hostgator should not disable all the other domains. I also would like to reiterate that the attack on that specific domain was due to the complaint I made on August 13, 2023, exactly 1 month ago, which is very timely and questionable. I believe that the attack was made by one of their customer service agents because of my complaint.

I had registered a domain name with Hostgator.com on 10/12/2022 (they have their own Registry) and signed for Web Hosting services with them and started to be spammed with phone calls immediately, so I called the Hostgator and they suggested their WhoisPrivacy service. I asked the representative specifically if I could cancel it as well and be refunded if the calls continued. He assured me that they would cancel everything, so I signed for the WhoIsPrivacy service that they offered. As the calls continued, I cancelled the domain name and Web Hosting service and everything associated with it on 10/17/2022. They did not refund me for this WhoIsPrivacy service. They continue to charge me for a who is privacy service for a domain that does not exist anymore and they claim that it is their policy. In other words, Hostgator charges unfairly for a service that is cancelled and is not needed. I wanted to let you know of and complain about their unfair charge policy, which is basically a charge for a non-existent service.

Dear,

I have been with Hostgator for more than 12 years, but I would like to explain a chain of event which has made dealing with Hostgator a tormenting experience.

On the 21st November 2021, Hostgator took $487.92 from my Paypal account, without prior warning. My website was to expired, after a 2 year contract, on 6th December, nearly 3 weeks later.

On the 22nd Nov, I called the helpline and spoke to Nancy (who seemed to be half asleep or intoxicated) to say that I was unhappy with this and did not wish to take out a further years contract after it finished on the 6th Dec. She informed me that I would be fully refunded. However, only $316.56 was refunded and my website was immediately taken down!

I called again and got Candy to have my website reinstated and who assured me I would be refunded the balance of £172.56 (call ref number 449 77 926). This didn’t happen.

I called again and spoke to the supervisor, Ralph. He advised me that in the short term, to get my website back I should pay for a month at $12.95 ($15.54 with tax).

I did as asked, however it was always being prevented from being relisted, even after 4 separate desperate card payments on the 24th and 25th Nov. Over the next few days, further calls I made to helpline operators Jean, Jericho and Ann can confirm. All told me that my website could not be reinstated until paid the fee. I checked my Hostgator Portal only to see that I had paid 4 times!

Ann said the refund would not take place until the 15th of December (ref no. [protected]). But then, on the 7th of December Hostgator took another $142.80 from my Paypal account without consent, as a ‘recurring payment’ for another years contract!

The portal says I have now made 8 card payments (I have one domain name, not 4) and has no evidence of the £142.80 Recurring Payment.

I made my final call, completely ‘out of my mind’ with frustration to your company and got Ian who insisted the refund had been made and the payment on the 7th was a refund and not a ‘recurring Payment’ to you. Ref 4526 0543.

Although your helpline staff are all very pleasant on the phone, it is obvious they have absolutely no substance or any authority from the management, to implement their actions.

How long should I have to wait to receive my refunds of $172.56 and £142.80?

This diabolical experience has been spread over 3 hours worth of phone calls on an International phone line from the UK and has cost me an estimated $300.

I look forward to your reply.

Mr Alan Waldron

p.s. I have just checked my bank statement to find Hostgator has taken two more payments of £25.65 from my account, on the 19th Dec! Hostgator is regularly stealing from me.

Over the last two years, I have attempted to contact HostGator tech support both by phone and by chat. Their phone wait times are usually between one and two hours (yesterday was 98 minutes, today it is 70 minutes) so I always opt for a call-back. I kept a chat window opened yesterday for over two-and-a-half hours and never got a response.

They have never called back and they have never responded to chat.

The problem has always cleared up on its own after a few days to a couple of weeks but in the mean time, I cannot send mail to one certain domain.

Hi team,

I would like to informed you that, our websites are hosted on Hostgator, in which i was facing the problems of getting malware attack on my servers for some time. After which I thought about implementing SiteLock after consulting HostGator's sales team and on my asking the sale representative said that SiteLock would be implemented on multiple domains on your server. then i procured SiteLock Enterprise Solution but the support team at the time of implementation It started saying that it will be implemented on only one domain whihc is hosted on your server.

But my multiple website is hosted in which the total pages are approx. only 700 on this server and according to the fake commitment of your sales team, your team has sold me the wrong product then please refund our money or provide me the solution.

otherwise i need to take this conversation on next level according to the legal procedure.

Register email id:- [protected]@jeenasikho.co.in

Horrible Hosting. Paid 3 years in advance. After only a few months, All my websites (9) got hacked, then quickly Hijacked to some Texas Credit Bureau. Soon after my email was hacked too and Hostgator held my Backups HOSTAGE for an additional fee to email (not restore it) to me. Support is marvelously persistently polite (good) - but totally incompetent. They NEVER Solved any of my problems, despite hours and hours on phone. (Chat was completely useless)

After noticing one of our website forms was showing an error, we investigated and found it was a problem on the host site. We made a call to technical support, who then somehow managed to nuke our entire site. 3 days later, still waiting for the promised upload of a saved version. Nothing but lies, empty promises and hours wasted on the phone with this company. Worst I've ever experienced.

Earlier this year Hostgator advise me that our website had an older version of PHP and it had to be updated. Our website was not able to be viewed on the web. Costs for the upgrade were beyond our capability to incur. I spoke with a Hostgator representative and he made some adjustments to our website and the site became usable again. A few weeks ago the same situation occurred and a Hostgator agent was able to make some adjustments so that I can use the website again. However, I didn't notice until some time later that a complete menu was missing from the front page of the site. When I contacted Hostgator via telephone the agent emphatically claimed that Hostgator is not allowed to make changes to a customers website and there was nothing she could do. HOSTGATOR BROKE THE WEBSITE and I am now forced to go to another company to re-develop a website and host it. Conveniently for Hostgator they made these changes just shortly after we paid for 3 years of hosting. I believe we were inadvertently ripped off.

Hostgator changed my SiteLock Essentials plan price from 29.99 dollars to 86.23 dollars. It had been at the previous price for three years, and then before that it had been lower since I started using them in 2015. I don't think it is reasonable to almost triple the price for a service, taken out on your card without even giving you notice of the change. I have tried live chat
and who directed me to an email address to complain who then directed me to another place which then directed me to another page suggesting I go back to the live chat to complain! So it seems they have no proper complaints procedure.

I'm pretty shocked at how bad customer support has become. I've used hostgator since I was in my mid-20s so it's been over 10 years and I just had the worst customer service experience ever on June 6th 9:25pm-10:15pm. I'm currently using their WordPress hosting package and the person didn't even know what WordPress was. She then brought another guy to assist her and he couldn't help to resolve the situation either. THEN she LIED to me and said that she couldn't figure out how to end the call so that I can move on to the survey part. She kept saying it and so I decided to just pretend to turn off the phone by just taking off my headset and leaving the call going to see if she would click the button to the end the call so that it would move to the survey section. She did. Which is why I'm here complaining on this board. The young lady should be fired. She lacks the skills to troubleshoot, she lacks general, basic website knowledge and she LIED to the customer (me). What is going on with you Hostgator?

I have been contacting their customer service for the past two weeks, its the 8th customer service representative I had contacted but my website is not running. every CSR are giving different things and the last one says even my file is missing. it has been running with them for the past three years and all of a sudden I started getting message as the account is suspended. I joined another provider, but the files can not be migrated because HostGator made it suspended. I am wondering around without any solution and the customer service reps are acting funny and not knowledgeable it seems
www.salvationchannel.com
SH-2624915
Thank you
[protected]@gmail.com
the latest 3 conversations ae given below for info. thank you

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• S
Tech Support: Website Issues salvationchannel.com is not running, please fix. thank you
• R
Rojay joined
• S
Hi
• R
Welcome to Live Chat. My name is Rojay and I will be your Web Advisor today!
• S
salvationchannel.com is not running, please fix. thank you
• R
Hello, Salvation. I understand how important it is to have your website available and I am going to do everything I can to help you out.
May I have your primary email address so I can pull up the account in question?
• S
[protected]@gmail.com
• R
Thank you! To get started, let's verify you as an authorized user for the account. Please use the incoming pop-up to input the same credentials you use at portal.hostgator.com.
• S
done
• R
I'm sorry, I was not able to get a match on my end. If you provide me your security PIN, I can verify your account with that information also. Security PIN is the 4-8 digit number you chose upon signing up your account.
• S
8074
• R
Thank you for verifying the account for this chat. Please allow me a few moments here to pull up your information.
Thank so much for your patience. I am seeing that you just signed up this new account. Are you currently getting any errors? If so, can you please provide that information to me?
By the way, I am currently seeing that the site is showing a Suspended Page, are you referring to that error?
• S
correct
• R
I see, Salvation. It appears the previous Hosting the domain salvationchannel.com might be suspended that's why we are seeing that error. When exactly did you changed the domain's name servers?
I'm sorry, what I mean is, the previous Hosting of the domain salvationchannel.com might be suspended that's why we are seeing that error.
May I know when did you change the name servers of the domain salvationchannel.com?
• S
I have not much technical knowledge to be honest. I have been contacting your CSR for the past three days and I have been getting different answers. early today someone told me to contact my domain service provider and change the server name to ns6095.hostgator.com which was done
previous hoster also is your company
• R
Oh okay. That is why we are still seeing the Suspended page. Since the domain's name servers just got changed, it is still going to show the previous hosting which might be Suspended.
Nameservers can take 24-48 hours to propagate due to the nature of the internet's DNS system. Here is a detailed article about DNS propagation that will provide you with more information. > http://support.hostgator.com/articles/articles/hosting-guide/lets-get-started/dns-name-servers/propagation-times
I can check your previous Hosting package if you want. All you have to do is give me the primary email address.
• S
the information I have got from my domain provider is also the same thing, but they said, you will still be able to see the website running in a proxy server which doesn't need DNS... . but I checked using proxy server, its not running there as well.
[protected]@gmail.com
• R
Which proxy server are you referring to?
• S
09:19 Olga Efremova: For instance, kproxy at https://kproxy.com or https://www.megaproxy.com/freesurf/ Proxy servers allow to bypass DNS propagation. 09:19 Olga Efremova: Your domain name already resolves for me this way in KProxy: https://www.screencast.com/t/0eX36wKmYWn
• R
Thank you for that information. Can you provide the PIN of your account under the email address [protected]@gmail.com ?
• S
same 8074
• R
Account verified. I was able to confirm that the previous Hosting package is suspended, that's why it's still showing a Suspended page.
• S
why its suspended?
• R
To make sure, do you mean why is your previous hosting package suspended?
• S
correct
• R
As per checking, because there is an pending invoice for your Hosting Package which hasn't been paid yet. The invoice number is [protected].
• S
if not paid, why it would be suspended. I still have a business account, and it should be migrated to there.
I mean from the old account to the new account
• R
Please know that migration request should be requested through here: https://portal.hostgator.com/support/migration
• S
i don't think i am getting a good service from your company/ all the customer service reps are telling me different stories. the last one before you said, it was an IP conflict, the previous told to change the DNS server name, you are saying unpaid, hence suspended.
Can u please let me know what is the solution
that was the first thing done with your staff's assistance and after couple of days it came in as an error
• R
I am sorry that you are feeling that way. It appears that the name servers is correctly configured. However, there seems to be a conflict with the IP Address. The name servers are pointing to your Business Package but the IP Address is pointing to your Baby package which is currently suspended, that;s why it's currently showing a suspended page.
All we have to do is change the IP Address inside your cPanel.
Do you want me to proceed with changing the IP Address?
• S
would you help me do that, i have tried to find an option but could not figured out. thank you
• R
You're welcome. Can you give me 2-3 minutes to change the IP Address for you?
• S
while u do that, would you kindly tell me which menu option in the cpanel you can do it. thank you
• R
Sure thing. You can change the A Record/IP Address, the CNAME Record and TXT Records inside your cPanel > Domains section > Advance Zone Editor. By the way, I was able to successfully change it on my end.
• S
excellent. thank you. do you think, with this change it might work.
• R
Yes, I can assure that with this change you should be able to build your website.
• S
build or will it run without anything more to do. thank u
• R
All you have to do now is wait 4-8 hours for the DNS changes to take effect because when changing the IP Address there is also a propagation time.
If you check this site here: https://geopeeker.com/fetch/?url=salvationchannel.com - the domain is working correctly.
• S
fine, thank you for all your help
• R
You are very much welcome. Aside from your concern regarding your domain's DNS records, is there anything else I can assist you with today?
• S
no, thank you. s uspension was a good experience for me to learn atleast some technical terms.
• R
That's great to know!
If that's all, it's my pleasure assisting you with your concern. Take care and have a great day, Salvation!
Thank you for using Live Chat. If you could take a minute to let us know if your questions were answered and/or your support request was resolved, it would help us to improve our customer service. To do that, just click the button that says "Rate and Exit" in the upper right-hand corner. The survey takes less than a minute to fill out.
• S
i am glad that its finally resolved.
• R
Yes, I am too! Thank you, again, for contacting us.
• R
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26/10/18
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• R
Tech Support: Website Issues suspended for what reason?
• M
Melmar joined
• M
Welcome to Live Chat. My name is Melmar and I will be your web advisor today!
Hi Roy.
• R
what is happening with my account, i am terribly frustrated with your service
• M
Let me pull up your account for me to determine the reason why the hosting is suspended.
Give me a few minutes Roy.
From what I have here, the hosting is suspended because of non payment however I took the chance to read the transcript from your previous interaction with one of our rep. You mentioned that you have a new hosting package with, is that right Roy?
• R
this is the 5th customer service rep i am chatting with and everyone says at the end that its all solved, my website has not been running for the past week. i have another account [protected]@gmail.com and i have tried to migrate it there and waited for 2 days and it has not transferred. another one came up and said IP conflict, another one said name server error, and the list goes on.
i want somebody to solve it now..
• M
I will take it from here, I'll make sure to clean up this loose ends for you. Let me just take a look at the cPanel of your other account.
Thank you very much for patiently waiting Roy. I was able to check both accounts. In regards to your salvationchannel.com- the DNS for the domain is good, there's nothing wrong with it, that being said, the name servers are pointing to your other hosting account and defintely not an IP conflict. However the reason why the domain is not working is because when I tried to check your file manager. The files that should've been inside public_html folder isn't there. Thus, giving you an error with salvationchannel.com
Just checking, are we still connected Roy?
• R
yes i am
where is it gone please.
• M
When you requested for a migration, did you filled up a form online?
• R
no, your customer service rep did it for me
as i have little or no knowledge about these things
• M
Let me guide you Roy.
Did he/she gave you a case number prior to Migration?
• R
this is the one i can see from the email that was after a failed migration ref:_00D36qEW6._5001QgjwRL
• M
Migration failed? What happened?
• R
this is the thing s that i can't understand..
• M
No worries. We will make sure that your website will work. I will personally communicate with our migrations team about this. Give me a few minutes Roy.
• R
sure, thank you
• M
You're very much welcome.
Thank you very much for patiently waiting Roy. I was able to collaborate with our billing team. I will have to escalate the case over to them. They will personally reach out to you via email so they can notify you about the migration process. Please expect the email to be sent to [protected]@gmail.com. Also for your reference, take note of this case number for me: [protected] Rest assured that we will provide you full support necessary to make your website up and running.
That should do it for now. We just need to wait for one of our migrations admin to reach out to you via email.
Is there anything else I can help you with Roy?
Hello, just checking in with you. Are you still with me Roy?
Just checking, are we still connected Roy?
• R
once again i will hang on with the hope you are putting up.
• M
This is the best course of action that we can take.
• R
how long do you think it will take to hear back from them pl
• M
It might sound that I am just giving you a false hope but rest assured that we will help you with this.
There's no specific time frame when will our migrations team will reach out to you but since you already have a previous case, the priority is set to high. They will contact you as soon as possible.
• R
never mind, thank you Melmar
• M
You're very much welcome.
Thank you for using Live Support. If you could take a minute to let us know if your questions were answered and/or your support request was resolved, it would help us to improve our customer service. To do that, just click the X in the upper right of the chat window and you will be prompted to take the survey. The survey takes less than a minute to fill out.
You take care Roy! :)
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HostGator Support 27/10/18
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• S
Tech Support: Website Issues why my website is not working?
• J
John Ray joined
• J
Hello there, thank you for contacting Live Chat Support! My name is John, how are you doing? I'll be glad to assist you today.
• S
Hi John. this is the 6th rep i am contacting for over a week now, why my site is not working. please its not a joke anymore
• J
Good day, Salvation! That doesn't sounds good! I'm sorry to hear that. I do apologize for the inconvenience. Nothing to worry, I'm here to help. Let me make it up to you please. I'll do my best to solve this. May I know what is the domain you are referring to?
• S
the last case no.provided was [protected]
salvationchannel.com
• J
Thank you for this information. Please allow me a few minutes to check on this.
Upon checking, I did access your site and it's accessible here on my end, it has a HostGator cpanel default page.
• S
then why the site is not running pl
• J
Have you already uploaded your website files on your cpanel?
• S
sorry your question seems bit strange to me, you have been hosting my site for the past 3 years
the site was originally running under the account bethelassembliesofgod.com
SH-2624915
• J
Thank you for that information. I really appreciate it.
I can see here that there is new hosting account for your domain alone salvationchannel.com and it's pointed to the new hosting, that's why your site is not showing.
• S
so what is the solution pl
i would like it to be completely moved to the new account
is it possible, if not remove the status of suspended in the original account, and i will move it to another provider and cancel both my accounts. i am so frustrated with this issue and i can not afford to keep my site down
• J
Were you able to submit an online transfer form?
• S
it was done with your first customer service rep's assistance. i dont want to hang around with this issue anymore, rather need a solution. why would you keep my account on suspension
• J
I totally understand. Upon review, this issue has already been escalated and our Migration are working on it.
• S
this has been the same answer i was getting. is there any reason for the delay in doing it, thank you
• J
I can see here that the recent update is due to the account being suspended. As much as I want to help you on this however, this case is exclusively handled my our experts from Migration team. What I can do to help is to set this case status into "HIGH" priority to speed up the process.
• S
please do so and can you give me another docket no. for that. thank you
• J
Again, we deeply apologize for this inconvenience. Please be advised that these cases are handled with diligence. We will make sure you are notified via e-mail as soon as possible. Here is your case ID [protected] for reference. Please expect a notification from us via email regarding the update on this.
Thank you for your kind understanding, Salvation. I'm here if you have some questions or additional assistance.
• S
thank you, before you leave another request
can you look at the suspended account and tell me if i can renew it on a monthly basis
if non payment is the sole reason for suspension
i am guessing that way
• J
Yes, of course, it's possible. You can change your billing cycle into 1 month, however, it is already long overdue.
• S
that way atleast the site will be running while the migration proceeds
i have no option to change it from 3 yearly subscription
• J
Yes, that's correct. Let's see what we can do here. A moment please.
• S
thank u
• J
You're welcome! Hang on please.
Thanks for waiting. Your account has been changed to a one month cycle.
New invoice has been created as well.
• S
thank you, do you think if i make the payment there, the site will run?
• J
Yes, it should be.
• S
thank you, have nice day...
• J
Anytime. Happy to help. :)
Thank you for contacting Live Support! It has been a pleasure to assist you. We greatly value your feedback and would appreciate you taking a brief two-question survey at the end of the chat. To do that, just click the button that says "Rate and Exit" in the upper right hand corner. The survey takes less than a minute to fill out. Have a great day!
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We have approximately (10) websites currently hosted at Hostgator.
On 1/7/18 we were alerted that our websites had gone down.
Immediately, we contacted Hostgator for answers. They could not provide any info besides they were working on it. Everyday we called, sent emails, and everyday they told us nothing but they were working on it. Their customer service would not allow us to speak with a supervisor or anyone who could provide any answers. On Friday one of our sites finally partially came up and the others are still down (8) days later. Due to this fiasco, we have lost clients and their sites continue to be down. Not one person from Hostgator has taken the time to reach out to us or give us any resolutions.
HOSTGATOR is a terrible company! I would never host another site with them and I'd advise all consumers to BEWARE! DON'T TRUST THIS COMPANY WITH YOUR WEBSITE!

I had been with Hostgator for over 12 years. The place started to go down hill when they sold it a few years back. The Support suffered the most. There was no support and what little support you got never resolved the issue or complaint! I warned them several times over a few months about this and that I would leave and level a complaint. Stay away from Hostgator as they have THE WORST TECHNICAL SUPPORT going! And they could not care any less about solving their clients problems. All they want is your money. I had been paying close to $30.00 a month for years and when they lowered the price of the monthly cost for a reseller account they never passed on the savings to me? They just continued to over bill me.

I honestly think they are scammers and you should surely stay away. It's the worst place for hosting your website, and maybe it's even dangerous.
They are not very attentive to your needs and do what they want following their own purposes. Be prepared that they take the money and won't work properly. Unfortunately.
Plus, everything is very expensive and they have hidden fees. So you decide. But I would stay away.

I had a problem with my site so I contacted HostGator customer service hoping to get some help, but unfortunately they did not care about me and my issue. I sent them several messages but they ignored me and then I decided to try their live chat which was a complete nightmare.
I contacted their rep and he asked me to wait and promised he'll be back in 5 minutes. Waited for 20 minutes and opened a new chat. Their rep said that everyone was busy at the moment and asked me to wait! After 30 minutes of waiting I gave up. I also tried to contact them the next day but nothing changed. Very poor support service!

I have recently problems with my website, and I decided to contact the support team from the website www.hostgator.com. I used their services, when I created my website. I contacted the online chat agent, but this jerk spoke with me in rude and disrespectful manner. I was furious and told him about that, but he didn’t care and continued to tell some ###.I wonder if there are people, who have the same problems and what have you done in such situation, please post comments.

I ordered one of the plans from the company Hostgator. My payment went promptly, but they suspended my account and provided me nothing. I tried to contact them, but they didn’t respond to phone calls and emails. I’m so angry and want to warn everyone not to deal with them. And be careful if you use this website or leave comments if you had horrible experience with this seller.

A HostGator employee fraudently edited a message to make it appear that I had violated their TOS, then killed my website.

The nearly complete version here: http://democratshallofshame.net/RAT_DHOS_vs_HG.html

Or, here: http://democratshallofshame.info/RAT_DHOS_vs_HG.html

And here: http://democratshallofshame.us/RAT_DHOS_vs_HG.html