6 Years as a Customer, 150 cPanel Accounts Affected, and Extremely Disappointing Support
I have been a customer of A2 Hosting, now Hosting.com, for about six years, and I’ve trusted them with my digital agency’s hosting infrastructure.
Unfortunately, my recent experience has been extremely disappointing.
Since October 29, 2026, I’ve dealt with repeated server performance problems and major service disruptions impacting my reseller hosting account, which manages roughly 150 cPanel accounts. Hosting.com’s infrastructure team confirmed the server was under DDoS attacks and that my reseller IP was null-routed, which left my clients’ websites inaccessible.
I understand that DDoS attacks are a serious security issue and that protective measures are sometimes necessary. My main concern is the way this situation has been handled.
Even though I’ve contacted support multiple times via tickets, live chat, and phone, I’ve experienced response delays of around 12–15 hours. When replies do come, they’re often generic status updates without a clear, actionable recovery plan.
The recommendation I’ve been given is to route all affected domains through Cloudflare. However, immediately changing DNS for approximately 150 client accounts isn’t realistic, especially when some domains are controlled directly by clients.
I’ve also asked about paid DDoS protection, protected IP options, and emergency server migration. I’m willing to pay additional charges for an effective solution, but I need a practical path forward.
As a digital agency owner, I’m receiving constant complaints from clients whose businesses depend on these websites being online.
After six years of loyalty, I expected more proactive communication, stronger technical coordination, and more meaningful support during a critical incident.
I’m publicly asking Hosting.com’s senior management and Customer Advocacy team to review my case, assign a dedicated escalation manager, and provide a workable service restoration plan.
I would prefer to continue our business relationship, but the ongoing disruptions and delayed responses have seriously damaged my confidence in Hosting.com. I hope the company treats this situation with urgency and helps resolve it as soon as possible. Review collected by and hosted on G2.com.
Title: 6 Years as a Customer, 150 cPanel Accounts Affected, and Extremely Disappointing Support
I have been a customer of A2 Hosting, now Hosting.com, for about six years, and I’ve trusted them with my digital agency’s hosting infrastructure. Unfortunately, my recent experience has been extremely disappointing.
Since October 29, 2026, I’ve dealt with repeated server performance problems and major service disruptions affecting my reseller hosting account, which manages roughly 150 cPanel accounts. Hosting.com’s infrastructure team confirmed the server was experiencing DDoS attacks and that my reseller IP was null-routed, leaving my clients’ websites inaccessible.
I understand that DDoS attacks are a serious security challenge and that protective measures are sometimes necessary. My main concern is how this incident has been handled. Despite repeatedly reaching out through support tickets, live chat, and phone calls, I’ve seen response delays of around 12–15 hours, and the updates I receive are often generic and don’t include an actionable recovery plan.
Their recommendation has been to configure all affected domains through Cloudflare. However, immediately migrating the DNS configuration for approximately 150 client accounts isn’t practical, especially when some domains are controlled by different clients.
I’ve also asked about paid DDoS protection, protected IP options, and emergency server migration. I’m willing to pay additional charges for an effective solution, but I still haven’t received a clear path forward.
As a digital agency owner, I’m receiving constant complaints from clients whose businesses depend on these websites. After six years of loyalty, I expected more proactive communication, stronger technical coordination, and more meaningful support during a critical incident.
I’m publicly requesting that Hosting.com’s senior management and Customer Advocacy team review my case, assign a dedicated escalation manager, and provide a practical service restoration plan. I would prefer to continue our business relationship, but these ongoing disruptions and delayed responses have seriously damaged my confidence in Hosting.com. I hope the company takes this situation seriously and helps resolve it urgently. Review collected by and hosted on G2.com.
Hi Tanveer,
Thank you for leaving this feedback. We’re sorry to hear how this disruption has affected your business and your clients. It's definitely not the experience we are known to deliver and we appreciate you bringing your concerns to our attention.
Our infrastructure team has confirmed that the IP was null-routed following repeated DDoS attacks affecting multiple websites on the shared server. This measure was necessary to protect the wider hosting environment and your other customers as well as those also on the shared environment.
We recognize the challenges involved in securing a large number of domains, particularly when some are managed by your clients. However, routing all affected domains through a CDN/WAF with DDoS protection enabled remains necessary before the restriction can be lifted. This also helps protect your customers long-term.
We've documented the technical findings and recommended steps in your existing support ticket. Our dedicated team can continue reviewing your case and we will provide updates as things progress.
-Sam, Customer Advocacy
