3 ms·

Honestly hetzner supoort has bren outstanding from my experience. They are always there and very responsive using email

jpgvm 2y ago
If you prefer no bullshit communications they are great. They are to the point, terse and very German. I find this both refreshing and exactly what I want/need out of support. The few times I have needed to contact them it's been HW related. One was a SSD that was clearly having issues even though SMART reported nothing wrong, I sent them blktrace output and they said yup that checks out, scheduled disk replacement right away. The other time was a network related problem with their transit, I had some ASNs that I was trying to talk to suddenly getting some pretty damn cursed paths and a big increase in latency as a result, they sorted out the path weights super fast and everything has been great since. The only other time I have received better support was from Aussie ISPs. Back in the day when you called Internode the guy who answered the phone was a bona-fide network engineer and would go as far as getting a shell on the DSLAM to check out what is going on. To me that is peak support, live debugging of the problem! Similarly I called into Aussie Broadband to do my first NBN setup, explained I did "BYO" modem because I was going to initiate the PPPoE session with my Linux router and they said no problem. She even offered to send me a cookie cutter pppd config along with the info to set it up myself. Easily the some of the most knowledgeable and "can do" attitude for first layer support I have encountered. Needless to say when I encounter damn good support I stay even when it costs more.
- bigfatkitten 2y ago
  I was an Internode customer for many years until TPG bought the company, fired the extremely smart and talented support team in Adelaide, and offshored "support" to a call centre in Philippines that hires people who barely know what a computer is. I actually switched to Aussie Broadband to get an NBN fault fixed that TPG Philippines refused to acknowledge existed, or escalate to NBN.

If you prefer no bullshit communications they are great. They are to the point, terse and very German. I find this both refreshing and exactly what I want/need out of support. The few times I have needed to contact them it's been HW related. One was a SSD that was clearly having issues even though SMART reported nothing wrong, I sent them blktrace output and they said yup that checks out, scheduled disk replacement right away. The other time was a network related problem with their transit, I had some ASNs that I was trying to talk to suddenly getting some pretty damn cursed paths and a big increase in latency as a result, they sorted out the path weights super fast and everything has been great since. The only other time I have received better support was from Aussie ISPs. Back in the day when you called Internode the guy who answered the phone was a bona-fide network engineer and would go as far as getting a shell on the DSLAM to check out what is going on. To me that is peak support, live debugging of the problem! Similarly I called into Aussie Broadband to do my first NBN setup, explained I did "BYO" modem because I was going to initiate the PPPoE session with my Linux router and they said no problem. She even offered to send me a cookie cutter pppd config along with the info to set it up myself. Easily the some of the most knowledgeable and "can do" attitude for first layer support I have encountered. Needless to say when I encounter damn good support I stay even when it costs more.

bigfatkitten 2y ago
I was an Internode customer for many years until TPG bought the company, fired the extremely smart and talented support team in Adelaide, and offshored "support" to a call centre in Philippines that hires people who barely know what a computer is. I actually switched to Aussie Broadband to get an NBN fault fixed that TPG Philippines refused to acknowledge existed, or escalate to NBN.