HACKER Q&A
📣 rocciu

OVH not answering tickets for weeks?


We've recently migrated to OVH, but we are somehow regretting our choice at the moment as our tickets are receiving no answers or acknowledgments for several weeks.

Unfortunately said tickets are blocking us from completing new orders (as they relate to documents requested by OVH, which we provided, after which nothing was heard for weeks).

Is this normal? Does anyone else have this experience with OVH? We are now considering switching back to our previous provider because of this poor experience.

  👤 bionsystem Accepted Answer ✓
I've been a customer (on personal account, not professional), and will never come back.

I had "ghost vms" being billed that I had deleted, but openstack would keep them in "deleting" state for months (or something similar). They were just one short test for an hour and I've been billed over 1200€ in 4 months. The only way I got a (partial, 66%) refund was having some indirect connection to a VP there. If it wasn't for that I would either still be billed while talking to robots on their ticketing system, or been blacklisted and my account sold to some sort of debt recovery company and it would be a legal battle (which their bots threatened).

Aside for that, I had interviewed with them before, and they are ultra-arrogant smart asses, asking you details on the linux kernel for a 40k/year support role.

👤 disadvantage
From my experience with OVH, they have largely relegated support to FAQs. If it's covered in the FAQ, support is deemed unnecessary by them and they want people to drill down very complex menus to find their answer. For me, this is unacceptable. People don't want to browse the FAQ for long periods of time. They want to talk to a human. I still put up with OVH since I have domains renewed for the next ten years on there, and migrating all those to new providers would be a headache. I have since moved to Gandi & Hover for all my other sites now, and the support has been terrific (You can actually talk to a human).
👤 julienmarie
I use Hetzner for everything non critical. I never had any problem in nearly 10 years. Support is fast and effective.
👤 Napsty
Not a direct OVH customer, but it's a common issue with the big cloud/datacenter providers that their response is very slow. Consider smaller less known providers. They often have similar setups (but on a smaller scale) but are more responsive.
👤 cyanydeez
Ovh is. Garbage fire, like their servers.

My account got locked out due to some ui big. They refused to answer support and continue to invoice me.

Entirely unsure how they're still operating.

👤 mgbmtl
They used to have very good phone support (at least in Canada), but I think that changed and they now sell premium support packages, sadly.

They also used to assign us a sales rep, which I never really understood what the purpose was, but I guess that provided a way to channel complaints if necessary.

(we only have a dozen baremetal servers, but have not had to contact their support in the past 4 years, except maybe to change of disk once)

👤 drpepp
Time to switch for Gandi ;)