Pair Networks Reviews 1.134

Quick and accurate response, and they answered my follow up question promptly.

Timely and consistent support. I initiated cleanup task during this weekend, and experienced reclaimed storage space in real-time. Will complete this task soon.

Great customer service. Jared was so patient and easy to work with.

Answered my question perfectly. Allowed me to correct the situation!

Excellent response time. Answered in 5 minutes. Don't know how 2 SPF records were created though.

I have been w/ pair Networks since 1996, helping many different clients to host their sites. In this case, as usual, support service was excellent, and pair Dedicated Support helped us configure our VPS email to the client's requirements.

Our Website was infected with Malware and was shut down by Pair on Friday the 23rd. We were not given specific instructions on how to remedy the situation. Paid Pair to clean the website, update the Wordpress and get the website back up and as of January 29th we are still down. Our customers rely on that website to access the Bank's internet banking platform.

They shut down my website without warning! I have been a customer for more than 20 years. A courtesy email or phone call would have been sufficient to resolve a $20 outstanding balance. One more thing- I haven’t complained about this before, but the service has deteriorated over time. The websites are down or slow more than usual for no apparent reason and pair communicates way too late about downtime. It’s time to move my websites to another hosting provider. And before i forget— they now charge for email functionality on every hosting plan. Why would anyone pay for a hosting plan and not get email with it?

Thanks for your continued technical support and guidance!

Pair support people are wonderful, always have been!

My urgent request was routed to standard support because it was not considered urgent. After more than 25 years with Pair, this was disappointing.

Even then, Ivan did not address my actual questions. Instead, he explained what he believed the problem was, without initiating the adjustments I explicitly requested. As a result, the response was ineffective, and the situation remained unresolved.

Absolutely Stellar Support! It was a complex issue of email, spam and DNS setup beyond my knowledge. The support team identified the issues and corrected and communicated the change.

Reliable communication, fast resolution, professional approach. Super!

Quick, accurate and helpful response.

great service

1

One quick support request regarding specific outbound email being blocked by specific recipients...and the problem was resolved.

I have nothing but good things to say about Pair. The customer service is always expert and prompt.

In the past, Pair customer service has always been excellent. Agents would work with me until the issue was fixed, and let me know what could possibly be causing problems.

This time, however, I wasn't even sure I was chatting with a real person. Twice, Lilith wrote "just a sec" and then I had to wait at least ten minutes before hearing from her again. I would have appreciated knowing that I was still the priority issue for Lilith with updates about what she was doing every few minutes. Going for ten minutes -- and more -- without hearing what the agent is doing made me feel like I wasn't really being helped.

The first time I got an "answer" from Lilith was that she said I was probably having an issue with something that she wasn't able to deal with and that she needed to elevate it. And I would get an email. That was very strange, compared with previous Pair support experiences. And then when I eventually did get an email, it was basically to say that there was nothing more she could do.

I wrote a reply to say that was not the level of support I was expecting, and got a message from Bob to see if he could help me. At that point, however, I had fixed the issue, not using one of the suggestions from Lilith but from one I found in an online forum -- which I usually avoid because I'm not sure they are vetted for usefulness.

That's what I've appreciated about Pair in the past, is that I feel like I'm talking with an expert when I ask for help. I did not feel like I was talking with an expert, or even a real person, when communicating with Lilith. It definitely felt like there was an AI generated response, and it didn't leave me feeling supported.

Hard to get real tech support these days. I have been with Pair more that 20 years, when i got stuck I called them up and we worked things out. Thank you

Great response from the support team. Sorted my problem in a timely and professional manner.
Keep up the good work.