The hosting platform itself provides useful features such as cPanel, backups, WordPress management and multiple website hosting. When everything is functioning normally, these tools are convenient for managing multiple websites from one account. However, my recent support experience has significantly affected my overall opinion of the service. Review collected by and hosted on G2.com.
The support experience has been absolutely unacceptable. After GreenGeeks performed a malware cleanup, almost our entire hosting account became unusable, with 26 out of 28 websites inaccessible and email services also affected. These are live business and client websites, so this is not a minor inconvenience—it has directly disrupted our operations.
Despite repeatedly explaining the severity of the situation and following up for hours, the responses have been slow, generic, and lacking any meaningful urgency. We were told the account was open for public access, yet the overwhelming majority of our websites still did not work.
What makes this worse is the lack of effective escalation when dozens of websites are simultaneously affected. A hosting provider should understand that prolonged downtime can cause businesses financial loss, reputational damage, missed enquiries, and serious problems with clients.
Having to repeatedly chase support while critical websites and emails remain unavailable is completely unacceptable for a professional hosting provider. This incident has severely damaged my confidence in GreenGeeks' reliability, technical support, incident handling, and disaster recovery process. Review collected by and hosted on G2.com.
We understand how disruptive it is when multiple websites or email services are affected, especially when you are managing sites for clients.
We reviewed the recent support history and can see that our team was actively checking the affected websites, confirming when sites were accessible, and providing the available backup options for restoration where needed. Malware related incidents can be complex, particularly across accounts hosting multiple websites, and recovery may involve additional steps depending on the condition of each site and the backups available.
That said, we also understand the frustration of having to follow up while trying to restore normal operations. We have escalated your case to review the full timeline, including the malware cleanup, the status of the affected sites, and how the case was escalated, so we can make sure the situation was handled appropriately.