MSN Support to be discontinued from 13th May 2007 - Page 2 - UK Web Hosting | Dedicated Server Windows and Linux VPS Forum

**Morledge** · #21 (**permalink**) 13-05-2007, 21:25

Seems to be working again now, lets just hope it was a glitch.

DPS, I agree that support should improve. But was just saying that MSN for me was the quickest way to get a response, due to past problems I had with Live Chat.

What matters to most people is their own personal experience. If they were an avid user of MSN which was very solid technically, then any change is going to be met with caution. If Live Chat works just as well then great, bring it on. If I am forced to use email support (which I do think it great) then my own personal support response time increase's from a couple of minutes to 15-30 minutes.

I am one for embracing change and wish all the best for eUKHost and Live Chat. For me only time will tell.

**DPS Computing** · #22 (**permalink**) 13-05-2007, 23:10

The LiveChat system is updated constantly and should get better and better and more reliable with each update. But as with anything else, nothings perfect.

I understand what you are saying about MSN but if support improves, it can only benefit everyone. So the slight inconvience of LiveChat not working sometimes will be made up for the fact that your problems are answered quicker and faults fixed faster.

**247h** · #23 (**permalink**) 14-05-2007, 01:00

Quote:

Originally Posted by DPS Computing

...I understand what you are saying about MSN but if support improves, it can only benefit everyone. So the slight inconvience of LiveChat not working sometimes will be made up for the fact that your problems are answered quicker and faults fixed faster.

How is it that recently you've become more of a spokesperson for eUKhost than their own staff?

This assertion that it's an improving service appears to be only conjecture based on the tests I've made on odd occasions in the last day or so, in that on several occasions the service was unstaffed (according to the popups) and on one actual failed attempt to use LiveChat within the last hour after my cPanel update ran into problems — sat there patiently for more than 15 minutes before giving up on getting a reply, then was fortunate to catch Mark on AIM. How many customers are they likely to be busy with after midnight that would prevent me getting a timely reply?

I'm with Morledge — we'll wait and see if it's any good ...

**DPS Computing** · #24 (**permalink**) 14-05-2007, 01:21

Quote:

Originally Posted by 247h

How is it that recently you've become more of a spokesperson for eUKhost than their own staff?

I don't think that is true! I can just see the advantages of scrapping MSN to provide better support through tickets and LiveChat!!!!

If this was going to make support worse, and it was affecting me visibly, I would be complaining just like any other customer would be!!

.

The fact is, my experiences with support have been good, so of course I am going to sing their praises!! I would lose valuable visitors if my website was down and I have been saved from disaster quite a few times. I am sure I'm not the only one!

**Ben** · #25 (**permalink**) 14-05-2007, 16:34

Well the website I have hosted on eUKhost has had little many problems thus I cannot judge whether support would be better on live chat now they have discontinued MSN customer support. To me personally support experience from eUKhost has been outstanding, but possibly an improvement? To me eUKhost improves day-by-day.

**247h** · #26 (**permalink**) 14-05-2007, 17:10

Quote:

Originally Posted by 247h

...How many customers are they likely to be busy with after midnight that would prevent me getting a timely reply?

An update to my earlier question ...

I had reason again to try LiveChat at ~0700 today and I did get a reply on the second attempt, but at ~1730 this afternoon, two attempts to get an answer failed (I gave up after 10 minutes) so I tried leaving a detailed message including my phone number and email address as requested — 30 minutes later, no email acknowledgement nor phonecall (though I was not seriously expecting the latter to happen). Is this typical behaviour?

This already seems to be far worse response than I've had using MSN in the past ...

**DPS Computing** · #27 (**permalink**) 14-05-2007, 17:18

Quote:

Originally Posted by 247h

An update to my earlier question ...

I had reason again to try LiveChat at ~0700 today and I did get a reply on the second attempt, but at ~1730 this afternoon, two attempts to get an answer failed (I gave up after 10 minutes) so I tried leaving a detailed message including my phone number and email address as requested â€” 30 minutes later, no email acknowledgement nor phonecall (though I was not seriously expecting the latter to happen). Is this typical behaviour?

This already seems to be far worse response than I've had using MSN in the past ...

That's not been my typical experience of the LiveChat system but I can sympathise with you for what has happened.

With LiveChat if the chat is answered in a few minutes I disconnect and reconnect again because sometimes the session seems to expire or not get answered.

If the LiveChat doesn't work for me I then leave a ticket by emailing support@eukhost.com - I'm not sure whether leaving a message on LiveChat has the same effect?

Hope that you get your problem sorted soon

.

**esnail** · #28 (**permalink**) 14-05-2007, 17:24

If live chat does fail you'd be far better opening a support ticket than leaving details on the livechat system I would have thought - at least then you know its reached someone at support and will be dealt with.

**DPS Computing** · #29 (**permalink**) 14-05-2007, 17:28

Quote:

Originally Posted by esnail

If live chat does fail you'd be far better opening a support ticket than leaving details on the livechat system I would have thought - at least then you know its reached someone at support and will be dealt with.

Yes, I like the way you get a reply with your ticket number and an assurance that the message has been recieved and been dealt with. With LiveChat I don't think there is an such auto reponse (although I have never tried leaving a message through it).

I am always told the prefered way is to email support@eukhost.com to open a ticket and then it will be sorted. Another advantage is that you don't have to sit at the computer while the problem is being sorted through LiveChat or MSN - you just get an email in the end telling you everything is fine

.

**helloworld** · #30 (**permalink**) 14-05-2007, 18:07

Quote:

Originally Posted by DPS Computing

LiveChat can be quite personal as well as MSN. Although I understand your point, after using LiveChat a few times you get to know the people working on LiveChat - and they are very helpful and friendly in dealing with your problems!

Indeed- in the Windows Support department, everyone is very obliging - such a refreshing change having recently come from hosting my website with BT!

**DPS Computing** · #31 (**permalink**) 14-05-2007, 18:09

Quote:

Originally Posted by helloworld

Indeed- in the Windows Support department, everyone is very obliging - such a refreshing change having recently come from hosting my website with BT!

Good to know that someone else is having good experiences with support as well. I have only dealt with the Linux support department but at least it shows that support is good whether you are Linux or Windows based and that it is not biased to one particular system.

**jazzy639** · #32 (**permalink**) 22-05-2007, 17:20

Has MSN and AIM been remvoed, ive not tried but its still on their site: http://support.eukhost.com/index.php?x=&mod_id=4&t=3

**Ben** · #33 (**permalink**) 22-05-2007, 17:27

Quote:

Originally Posted by jazzy639

Has MSN and AIM been remvoed, ive not tried but its still on their site: http://support.eukhost.com/index.php?x=&mod_id=4&t=3

MSN support got stopped officially on the 13th of May 2007. I have got confirmed that AIM support has been stopped also. Please read this post for more information: MSN Support to be discontinued from 13th May 2007.

**jazzy639** · #34 (**permalink**) 22-05-2007, 17:34

Yeh I was aware of the post, maybe they should update their website then...

**eUKhost.com** · #35 (**permalink**) 22-05-2007, 20:54

Developers did their job by removing images of MSN and AIM from all pages but my job was pending which has been done now. I've removed the MSN and AIM handles from Cerberus.

**pelhamsteve** · #36 (**permalink**) 26-05-2007, 08:31

Quote:

Originally Posted by eukhost.com

Developers did their job by removing images of MSN and AIM from all pages but my job was pending which has been done now. I've removed the MSN and AIM handles from Cerberus.

The first I knew MSN support had ended was reading it here on this forum, no email telling me of the change
Email recieved today (26th May) includes
24x7 eukhost Contact Hub :
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
24x7 Toll Free : 0800 097 5597
Livechat : http://eukhost.com
24x7 AIM : euksupport
24x7 MSN : support[@]eukhost.com
24x7 ICQ : 275-075-112
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
It took me over an hour to get onto live chat today

**Eidolon** · #37 (**permalink**) 26-05-2007, 08:50

Quote:

Originally Posted by pelhamsteve

It took me over an hour to get onto live chat today

I've also had problems getting onto live chat myself since it was changed to include the drop down menus for departments.

**pelhamsteve** · #38 (**permalink**) 26-05-2007, 08:54

Quote:

Originally Posted by Eidolon

I've also had problems getting onto live chat myself since it was changed to include the drop down menus for departments.

Waste of time when I did get on there

Server will be online again soon

Sorry for any inconvenience

Seem to be the standard phrases, requests for information ignored.

**eUKhost.com** · #39 (**permalink**) 26-05-2007, 10:12

Quote:

Originally Posted by pelhamsteve

Waste of time when I did get on there

Server will be online again soon

Sorry for any inconvenience

Seem to be the standard phrases, requests for information ignored.

no one in the world can give you ETA on completion of FSCK. it has been initiated and we need to wait for its completion. Our staff has been working on it to get it online from last 4 hours but we need to wait for completion of FSCK.

**pelhamsteve** · #40 (**permalink**) 26-05-2007, 10:20

No answer to my point that if MSN support was stopped on 13th May, what is the point of including it in your contact details on emails

i.e.

24x7 eukhost Contact Hub :
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-
24x7 Toll Free : 0800 097 5597
Livechat : http://eukhost.com
24x7 AIM : euksupport
24x7 MSN : support@eukhost.com
24x7 ICQ : 275-075-112
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-