Liquid Web Inc.

Thank you so much, Stu!

Thank you for saying this. I’m glad the team treated the situation with the urgency it deserved and got specialists involved when needed. – The Liquid Web Team

Hi Marcus, We’re sorry to hear about this experience with LearnDash App. We understand how serious it is when courses do not appear in the app, especially after preparing for a launch tied to a major trade fair. We’d like to get this in front of the LearnDash team for review and escalation. We’ve requested more information through Trustpilot so we can identify the account and case. Please respond there with your ticket number, account email, or any related case details. Once we have that information, our team can review the issue, current status, and communication timeline so this can be followed up on appropriately. Sincerely, The Liquid Web Team

Thank you for the kind review! We’re glad to hear our support team was able to clearly explain the issue and provide helpful steps to get things resolved. We truly appreciate your continued trust in Liquid Web and are grateful for the opportunity to support you whenever questions or issues come up. Sincerely, The Liquid Web Team

Hi Faraz, We’re sorry to hear about this experience, especially during an outage tied to the recent cPanel vulnerability. We understand how serious it is when services are inaccessible and communication is not clear during a critical issue. I’m having our team look into this now so we can review what happened, confirm the current status, and make sure the case is being followed up on appropriately. Sincerely, The Liquid Web Team

Hi there, Thank you for taking the time to share this. We’re glad our support team was able to act quickly when it mattered and help keep things moving for you. We appreciate you choosing Liquid Web and look forward to continuing to support your success. Sincerely, The Liquid Web Team

Hi Fulmine, We’re sorry to see that this is still unresolved after three days. At this point, we want to get this in front of support leadership for immediate review. We’ve requested more information through Trustpilot so we can identify the account and case. Please respond there with your case number, account ID, or the primary domain tied to the account. Once we have that information, our team can review the restore attempt, server status, and communication timeline so this can be escalated appropriately.

Hi Justin, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience. What you’ve described certainly isn’t the level of service we aim to provide, and we’d really like the opportunity to look into this further for you. Could you please provide additional details, such as a ticket number or account ID, so we can investigate? Once we have those details, we’ll be able to take a closer look and work to resolve the issues you’ve encountered. We appreciate your patience and the chance to make this right. Sincerely, The Nexcess Team

Hi Dr. Ahmed, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your recent experience. The delay and frustration you described are not the level of service we aim to provide, especially when it comes to supporting business-critical applications. We take feedback like this very seriously, and we would genuinely like the opportunity to review what happened and make it right. Unfortunately, we haven’t been able to gather additional details so far. At your convenience, could you please reach out to us directly and reference this review? If you can provide your account information or ticket number, we’ll escalate the matter internally and ensure it’s thoroughly investigated. We appreciate the chance to address this properly and work toward a resolution.

Hello, We’re really sorry to hear about your experience and appreciate you taking the time to share this feedback. Long wait times, call disconnections, and not getting the level of support you expected is understandably frustrating, especially when you’re reaching out for help. We’re actively working to improve both the responsiveness and depth of our support through additional coaching and training across our teams. Your experience is not the standard we aim to provide, and we take it seriously. If you run into issues in the future, we recommend reaching out via live chat or support tickets, which often provide faster and more consistent assistance. That said, phone support remains available, and we’re continuing to improve that experience as well. We’d appreciate the opportunity to make this right. Please reach out to our team so we can assist further. Sincerely, The Liquid Web Team

Hi Mark, Thank you for being a part of the Liquid Web family for so many years! It truly means a lot to us to have earned your trust since 2007. We’re thrilled to hear that our support team has consistently delivered great experiences for you. Long-term partnerships like yours are incredibly important to us, and we’re grateful for the opportunity to continue supporting your success. Thanks again for your continued partnership. We look forward to many more years ahead! Sincerely, The Liquid Web Team

Hi Brandon, We’re really sorry to hear about your experience and appreciate you sharing your feedback. This isn’t the level of support we aim to provide, and we understand how frustrating it can feel when you’re not getting the help you need. We previously reached out to gather more details but haven’t heard back yet. If you’re open to it, we’d really appreciate any additional information you can share so we can look into your account and better understand what happened. Our support team is globally distributed, both within and outside the U.S., but every team member is trained and vetted to meet the same technical standards. That said, we recognize we don’t always get it right, and we’re continuously working to improve both the quality and consistency of our support. If you’re willing, please connect with us so we can take a closer look and work toward making this right. Sincerely, The Liquid Web Team

So glad to hear it! Thank you for sharing your feedback with us. We appreciate it and look forward to continuing to support your success. Sincerely, The Liquid Web Team

Hi Alex, Thank you for taking the time to share this detailed feedback. We are really sorry for the frustration you experienced, especially given the number of touchpoints and the time it took to fully resolve the IPv6 issue. You’re absolutely right to expect better, particularly after your recent migration. In this case, the root cause, a private IPv6 address being assigned during migration, should have been identified and corrected much earlier. We also missed opportunities along the way, including providing you with inaccurate guidance around the IPv6 testing results and delays in executing a confirmed fix. That’s not the level of service we aim to deliver. We want to thank you for calling out Aidan’s work. We’re glad he was able to step in, dig deeper, and resolve the issue properly by assigning a public IPv6 address and updating DNS. That said, it shouldn’t have required that level of escalation to get there. We’re reviewing this situation internally, both the migration process and the handling across multiple tickets, to ensure better continuity, faster root cause identification, and clearer communication moving forward. Your experience highlights gaps we need to address, and we’re taking that seriously. We truly value your business and the trust you place in us. We understand you’re considering other options, and while we can’t undo the experience you had, we would appreciate the opportunity to rebuild your confidence. A member of our team will be reaching out directly to follow up. Thank you again for your candid feedback. Sincerely, The Liquid Web Team

Hi Davide, Thank you so much for taking the time to share such thoughtful feedback. We know how critical it is to have both reliable hosting and a support team that can step in quickly with real solutions, especially when you’re managing a business website. It’s great to hear that our team has been able to provide that level of expertise and efficiency when it matters most. Your comments about our support team’s technical competence mean a lot to us. We work hard to ensure our customers are always connected with experienced professionals who can move issues forward without unnecessary delays. We’re grateful to be a trusted partner in your business and look forward to continuing to support your success. Sincerely, The Liquid Web Team

Hi William, Thank you for the feedback! We’re thrilled to hear that our support team has been able to jump in and either resolve issues directly or provide clear, actionable guidance. That’s exactly the experience we aim to deliver every time. Sincerely, The Liquid Web Team

Hi Clinton, Thank you for taking the time to share this detailed feedback. We’re really sorry for the frustration you’ve experienced. You’re absolutely right to expect consistent, knowledgeable support and a smooth migration process, and in this case, we didn’t meet that standard. We’ve completed a full internal review of your recent migration and support interactions, and we want to acknowledge the issues you raised. During the migration, several critical configurations were missed, including mail-related settings like rDNS, DKIM alignment, and SSL, as well as a firewall rule that unintentionally blocked outbound SMTP traffic. This resulted in a backlog of undelivered emails, which we understand had a significant impact on your business. That’s on us. Since then, we’ve corrected these issues: mail authentication and SSL are properly configured, the server hostname and rDNS have been updated, and the SMTP blocking rule has been resolved so mail flow is functioning normally again. That said, resolving the technical issues doesn’t undo the experience you had. We also recognize your concern about inconsistent support quality. That’s something we take seriously, and your feedback is being used directly with our teams to improve both our migration processes and the consistency of our support. We understand your hesitation in recommending us right now, and we’d really like the opportunity to rebuild that confidence. A member of our team will be reaching out directly to continue the conversation and make sure everything is fully stable moving forward. We appreciate your honesty, as it helps us get better. Again, thank you for sharing your feedback with us. Sincerely, The Liquid Web Team

Hi Jim, Appreciate the feedback and you taking the time to share your experience with us. Providing efficient, reliable assistance is always our goal. We look forward to continuing to support you. Sincerely, The Liquid Web Team

Hi Randy, No apologies needed, we're so thrilled to have you with us and look forward to supporting you every step of the way. It means a lot to know our team plays a role in helping your business succeed. Sincerely, The Liquid Web Team

Hi Robert, We’re really sorry to hear about your experience and the frustration it caused. That’s not the level of service we aim to provide. We took a close look at your recent interaction and it appears the delay in connecting to a chat agent led to the session being closed before we could get you routed to someone. While our team typically responds very quickly, there are times when higher demand can cause delays, and we understand how frustrating that can be, especially when you need immediate help. We’re glad you were later able to connect with a member of our team and have your concerns addressed, but we know that doesn’t undo the earlier experience. We’ve followed up via your support ticket and also attempted to reach you by phone to continue the conversation and make sure everything is fully resolved. Your feedback is important to us, and we’d really appreciate the opportunity to speak with you directly. Please feel free to reply to your ticket or let us know a convenient time to connect. Sincerely, The Liquid Web Team