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cPanel Technical Support has been heavily impacted by hurricane Beryl and our ability to respond to tickets has been hindered as a result. We appreciate your understanding and patience as we address these delays.

no more support tickets ?!

Comments

69 comments

  • rbairwell

    Yep, it's not just you - this is something I noticed myself in https://support.cpanel.net/hc/en-us/community/posts/20023141885207-Bug-report-Out-Of-Memory-OOM-messages-3-times-over-2-days-for-1-incident when I encountered a bug I knew my hosting company could not assist on.

    There needs to be a way of, at the very least, of non-direct filing customers being able to file bug reports etc - even if it's a bit like the old system where you tick a box to indicate "I understand that I should approach -HOSTING COMPANY- for technical support issues in the first instance and that if this is a problem which could or should be resolved by them, I will be instructed to contact them without any further support being offered by cPanel Inc" and cPanel staff can have a "quick response" setup to indicate this.

    As to "totally not helpful" hosting companies as per Contabo - from what I can tell under the cPanel Technical Support Agreements at https://www.cpanel.net/technical-support-agreements/ - per 2.6.2 " If you are an individual or entity ...(c) a user with root access to a Licensed Server, Incidents you submit shall be deemed “Complimentary Support." and cPanel Inc should be able to provide this support.

    Having a quick read through that agreement (found via DuckDuckGo), I see no obligation for cPanel partners or Distributors to provide any support to customers (but I am not a cPanel Partner/Distributor and have no non-public knowledge about the actual legal agreements entered into between them and cPanel)...

    2
  • cPRex Jurassic Moderator

    Hey hey!  There's been a few threads about this, but yes, we've tweaked the ticket support page to only offer that option to direct license holders.  cPanel Partners are required to offer support for the licenses they sell, so they should be the frontline support for any issues, and can escalate to us as necessary.

    If you have purchased your license directly from cPanel, we'll be happy to help!

    -1
  • Lolfust

    cPRex that's really unfair, for people who purchased the license from third party, you know the third party make a reall small profit.

    It's enough that cPanel treat those tickets with less priority than regular, but now avoiding it?

    3
  • Tarek

    CPanel
    is literally raising prices while lowering quality of service by stopping direct support tickets

    time for a replacement ??

    0
  • cPRex Jurassic Moderator

    Lolfust and Tarek -  Non-direct customers also still have access to the Forums here, as well as our knowledge base at https://support.cpanel.net/hc/en-us/sections/360008753193-Support-Topics.  But a host that is selling licenses should be equipped to answer all your questions, and will likely have even more direct knowledge of your specific hosting structure than we would.

    You're always welcome to buy a license directly from us as well!

    0
  • Robert Krajnyk

    I'm with a company called Digital pacific (Google their horrible reviews in the last year) - they have just outsourced their support to overseas countries so that greedy management can make more money since last year.  These overseas technical support people send you emails at 2am asking you about your 2fa code and sometimes get confused with what company they work for.  They have NO idea when it comes to support except basic data entry stuff.  This company has now refused to supply technical support to me because I demanded to speak to an Australian after multiple screw up's by people they are exploiting for cheap labor who have no idea what they are doing - despite advertising Australian support on their website - to this date.  What do I do? - What do I tell them? Are you saying they have to support me? Before I clicked the box where I would be OK to wait longer.

    0
  • cPRex Jurassic Moderator

    Yes - since they provide the license they would need to offer you support.  I can't comment on the location of where that support comes from, but they need to support your license.  If they get stuck, they can always *always* escalate the issue to us.

    There's always the option to look around for a different provider, whether that is just for the license or for hosting itself, if you aren't happy with the current experience.

    -1
  • Tarek

    cpanel just want more money ..bring back the tickets or you will be the same as other open source os ..

    or at least lower the price ..this is a scam

    0
  • Robert Krajnyk

    Is there a specific part in their contract that say that if they resell the license they have to support it that you can quote me on please? - So your also saying then - in the situations where they have two options - a support and non support one - that this is not acceptable as they all need to provide support regardless?

    0
  • cPRex Jurassic Moderator

    I can't comment on anything legal or provide any official legal wording through the Forum, no.  You're welcome to message legal@cpanel.net with that concern though.

    0
  • Robert Krajnyk

    Is there a way that I can have the support with you guys this time while I wait on the response from your legal team.  I've already sent it off.  I'm scared my server has been compromised and I can't afford an overseas support team to look at something that is so vital right now

    0
  • cPRex Jurassic Moderator

    Unfortunately no, I don't have a workaround for that.

    You could run the same tool we use to check for compromises when we log in to servers.  Of course it's not guaranteed to catch everything, but it's programmed to look for most of the common compromises we're aware of:

    curl -s https://ssp.cpanel.net/run | sh

    0
  • quietFinn

    perhaps cPanel could reconsider this and offer support to non-direct customers for a fee.

    0
  • cPRex Jurassic Moderator

    quietFinn - I feel like they would have considered that, but I'll bring it up!

    0
  • cPRex Jurassic Moderator

    I just wanted to mention that if *anyone* feels their host isn't providing the proper level of support, please send a message to cs@cpanel.net to let us know!

    0
  • agnelp

    Hi cPRex we got the same issue in one of our server:

    the server with the problem have direct license

    trying to install php8.3 face this problem

                        Provision process started.
    [2024-01-08 20:44:40 -0500] info [xml-api]  Problem 1: package ea-php83-php-intl-8.3.0-3.4.1.cpanel.x86_64 from EA4-c8 requires ea-libicu, but none of the providers can be installed
    [2024-01-08 20:44:40 -0500] info [xml-api]   - cannot install the best candidate for the job
    [2024-01-08 20:44:40 -0500] info [xml-api]   - conflicting requests
    [2024-01-08 20:44:40 -0500] info [xml-api]  Problem 2: package ea-php83-php-zip-8.3.0-3.4.1.cpanel.x86_64 from EA4-c8 requires libargon2.so.0()(64bit), but none of the providers can be installed
    [2024-01-08 20:44:40 -0500] info [xml-api]   - cannot install the best candidate for the job
    [2024-01-08 20:44:40 -0500] info [xml-api]   - conflicting requests
    [2024-01-08 20:44:40 -0500] info [xml-api] Nothing to do.
    [2024-01-08 20:44:40 -0500] info [xml-api] Complete!
    [2024-01-08 20:44:40 -0500] info [xml-api] Last metadata expiration check: 0:13:35 ago on Mon Jan  8 20:31:05 2024.
    [2024-01-08 20:44:40 -0500] info [xml-api] Dependencies resolved.
    [2024-01-08 20:44:40 -0500] info [xml-api] Nothing to do.
    [2024-01-08 20:44:40 -0500] info [xml-api] Complete!

     Problem 1: package ea-php83-php-intl-8.3.0-3.4.1.cpanel.x86_64 from EA4-c8 requires ea-libicu, but none of the providers can be installed
      - cannot install the best candidate for the job
      - conflicting requests
     Problem 2: package ea-php83-php-zip-8.3.0-3.4.1.cpanel.x86_64 from EA4-c8 requires libargon2.so.0()(64bit), but none of the providers can be installed
      - cannot install the best candidate for the job
      - conflicting requests
    The entire output was logged to: /usr/local/cpanel/logs/packman/errors/2024-01-08_20:44:40-1

    Provision process finished.

    who is going to give me support in this case?

    0
  • quietFinn

    agnelp if you have direct license you can open a ticket with cPanel.

     

    0
  • Robert Krajnyk

    CPREX

    When I notified Digital Pacific it took them 20 hours before they even bothered letting you know - and now my server is compromised.  Seriously, everything always comes down to money. Your company obviously wants to save money and instead force it on them, and then they don't help.  I need help ASAP, I want to secure my server before any more harm is done.

    0
  • cPRex Jurassic Moderator

    If you believe your hosting provider isn't providing the level of support they should be, please reach out to cs@cpanel.net to let us know the specific details and we can take a look!

    0
  • Robert Krajnyk

    Hi mate - it looks like they aren't too happy at being forced to provide support - so they now have given me 30 days to get off their server - citing an issue that happened last February as their justification.

    They did not like having to provide any support (as they want to make more money without hiring more staff) and they didn't like to have to go back and forth between me and you guys.

    Since this whole experience has happened my server is doing weird things, I have no way to get in contact with you now and I'm literally caught in the middle here with my hands up in the air.

    Can you personally check that email address and advocate for me. I just need my server stable so that I can find an alternative hosting arrangement.  

    1
  • agnelp

    Hi cPRex the server with the problem have direct license mean we bought from you.

    we can give you the ip address of that server so you can check what we talking about?

    we can't open a ticket logged as root on whm on that server.

    PD: costumer requirement can't be accomplish because an issue with cPanel

     

    0
  • ITHKBO

    Well that is a surprise and a bit confusing.

    cPRex
    To clarify does this prevent us from receiving help as well in the following scenario.
    We rent servers from a hypervisor provider and they have purchased the associated WHM License. We however have root access of the servers and the datacenter provider assigned specialists gets specific tasks deligated while we run the other daily operations. For example we have a contract that server update and backups changes are handled by our datacenter provider, while we handle any security or user configuration changes. We also run joined effort troubleshoots.

    I am not seeing a disclaimer like the one above when we submit any ticket. We have Support Access ID Field filled in and available unlike the first poster to on version 116.0.9 And no we do do not have a direct license in our store profile for these servers nor access to the datacenter provider license profile.

    Is this something that we also can expect to run into later on is this getting rolled out in batches or are we covered in this situation under the current terms and conditions?

    This involves major contract changes as well as procedures. Why was this not released as a news item? What is the news page good for if even this is not deemed worthy enough to alert us customers.  (this last bit is directed to company management not you CPRex)

    1
  • cPRex Jurassic Moderator

    Unnamed user - was the Customer Service team able to help with that?

    agnelp - yes, a cPanel Direct license would be eligible for support.  If you can't open a ticket due to an issue with the WHM interface, please email cs@cpanel.net to get the ticket started.

    ITHKBO - if you have the support access key, they have given you enough control over the license to ask for support. We did send out communication about the change in our October newsletter, so if you get emails from us it would have been in there.

    0
  • ITHKBO

    cPRex
    Thank you for the clarification.
    We follow the site announcements and I am not seeing it listed there.
    https://blog.cpanel.com/updated-end-user-license-agreement-oct-2023/
    If this is not adequate for the announced changes than we will subscribe to the newsletter instead.

    Glad to hear we are not affected though. Would hamper our efficiency greatly otherwise.

    1
  • cPRex Jurassic Moderator

    And just to clarify, if *anyone* has issues with support from their host or license provider please let me know as I am collecting this feedback.

    1
  • havenswift

    This is a massive backward step from cPanel - one of the only reasons we havent started migrating away from cPanel is the fact that as well as being able to log tickets via our hosting / data centre company (UK2), we could also log direct with yourselves which we only used to do when we were pretty sure that it was a cPanel issue and needed to deal direct.  UK2 support is generally VERY slow and when they do act as middle men in a ticket to you, it is often 24+ hours per reply and as an example there is a current ticket open with a problem for more than a month.

    There is also another issue in that we have multiple servers with UK2 plus also two DNSonly servers each with a different third party supplier. There is a need to open a ticket on one UK2 server, so that we can supply server access details to one of the DNSonly servers which UK2 do not have access to, this is now impossible so we are stuck in a situation where nobody (cPanel, UK2 and third party) can help as your support technicians are insisting that server access details must all be on the same ticket !

    2
  • Metro2

    Sorry, but this is terrible. Smack-dab in the middle of trying to migrate from old data center to new data center, and I certainly don't want my "soon to be ex" DC to be contacted by cPanel (which is exactly what I'm afraid will happen if I follow @CPRex suggestion to contact cs@cpanel.net), as the reason for moving is because of the bad support / bad situation with them.

    And on top of that, the new DC, while they are very good and responsive with excellent support agents, they're not familiar with my kind of setup and so I've wasted many hours of support emails / phone calls the past 47 days while paying for empty servers in addition to my production servers, over things that could be well-handled / easily answered by cPanel analysts directly in support tickets the way it used to be. I was surprised to see that I cannot even purchase phone support incidents from cPanel anymore. The stress and struggle are real. This is a huge bummer. :(

    1
  • cPRex Jurassic Moderator

    Metro2 - I'm sorry to hear that!  I don't have much else I can offer on my end, but if you did contact us about your hosting provider it's not like we would say "Metro2 says you guys are terrible" - it would all be left anonymous.

    0
  • Metro2

    cPRex - thank you for the assurance. However, if any details were passed-along to my soon to be ex provider / if cPanel reached out to them at all, they would know exactly who reached out to you in regard to their issues, as they're very specific.

    I really miss the ability to send you a PM, even though I've only done so maybe 3 times in the past decade and never abused that privilege, I wish I could provide you with some details & info that cPanel should really know about said DC / NOC partner.

    And in regard to some things I'm "stuck" on with the new DC that I'm migrating to, there are virtually just 2, maybe 3 issues, that cPanel analysts would know how to address if the ticket system still allowed for us admins to submit a direct ticket.

    I know there's nothing that you yourself can do about this change, and I'm sure I'm not the only one who greatly appreciates the fact that you continue to do your best in responses here on the new... place. Thank you for being a constant during all of these changes.

    0
  • cPRex Jurassic Moderator

    Thanks for the kind words, Metro2 - I'm happy to help however I can.

    0

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