Perhaps Multiplay was decent a few months ago, but I've had tons of trouble with them over the last month. In the 2 months I've used them, we've had 2 server outages, one of which resulted in a 2 day rollback, and the last 3 weeks have been plagued with almost constant lag spikes during almost all normal waking hours. It's to the point now where the lag spikes (usually 1 to 5 seconds) are longer than the time between them. After going around in circles with tech support for weeks, they finally transferred me to a new IP address, where the problem is even more pronounced.
They've refused to give me a refund, and tech support has frequently denied that they have any problem. I've checked several other servers on the same IP address, and the people on them report similar problems. They claim not to have oversold their resources, but the evidence contradicts them. Tech support (to their credit) has been eager to help, but have been ineffective nonetheless.
Hmm, I've been looking into getting a long-term Minecraft server and I've used you before. I'd read that you're hosting the Realms servers for Mojang, is that true? Does you lack of reply to any of the more recent complaints on your own thread indicate guilt or lack of interest in the opinions of your customers?
have been using this server host for a while now but i have cancled my subscription. NO issues with my server EVER! only when migrating locations ONCE due to the realms hosting here in sweden, other then that brilliant hosting BUT:
due to the fact they have taken away their LIVE SUPPORT and the ineffective support ticket system i felt the need to go look somewhere else. it was one of the reasons i stuck with multiplay because their live support was just awesome always friendly and they would even help out live on the server which was great.
seeing the prices you guys charge i can only wonder as WHY you took away live support because im pretty sure you guys earn enough around the globe.
anyway hope live support comes back and i might start up here again.
I'm really sorry for your experience. If I can give a quick explanation - Multiplay experienced unexpected growth from November to February, it quintupled the number of support tickets our support team received.
It takes a significant amount of time to go through the hiring process to actually get quality decent new staff. This left us with an enormous shortfall on staffing for a few months - this is the dip in support quality that you saw, due to the overwhelming quantity of tickets both phone and chat support was taken offline as there simply wasn't enough staff to man everything while keeping response times on tickets reasonable.
During this period tickets expanded to an average of 24-48 hours for a response, I agree with you in calling this unacceptable and I entirely understand your decision to move.
As of right now the hiring processes are starting to catch up with the growth. I got this job for example, average ticket response time is down to less than 6 hours and we intend to get it back down to less than 3 hours as it once was. Our live chat and phone support will also be coming back online, they're not 100% back to their old selves just yet but we're very nearly there.
I'm a server admin myself in a community called Free Hugs. I know what it's like being on your side of the fence, I must apologise to everyone for the dip that occurred for a while and I promise in future that I'll be fighting on your side to ensure that we keep up with growing demand and needs.
I wouldn't be a very good community manager if I weren't always on the side of the wants and needs of the community.
Again - I genuinely feel bad for your experiences. Things are good now though and on track to be as they always were. Nobody should have experiences like this unless something else catastrophic occurs down the line.
and this is the kind of responses i always get from multiplay and i love it. thanks i might come back anyway as my financials are catching up again as well! but yeah the live support wa pretty much a must for me. i found it pretty horrifying when i asked something specific i didnt get an proper answer back after 48 hours. i felt like well they dont care so it (plus financial i was/am in a little dip).
like i sad i never had any issues what so ever with multiplay other then the spport going on its ass and with very very little to no info att all i had to make a decision. maybe wasn't the smartest move after all but i felt i had too. If multiplay gets its live support back up like this again all i can say on that: Multiplay is for me the number one server host for my minecraft needs!
I'm considering renting a server, but first I'd like to know if it's possible for me to play in a world on my server, and then download that world to my computer for offline play or for after my subscription has expired? Thanks