Is DH Support slower - now that there is a new system?


#1

I have been a Dreamhost customer for many years. In the past, I’ve usually received a response within about an hour whenever I had a problem.

Today is a weekday (regular business hours). It’s not a national holiday, but maybe today is a DH holiday for the support staff?

I have tried several times to chat with DH support and it is chronically unavailable.

Because I couldn’t just chat to fix the problem, I posted my problem to Dreamhost support this morning (today is a Friday). Unfortunately, I have not received a response (5 hours later).

My problem is a simple one, I asked them to delete my htacess file, since I can’t for some reason. Why does this take more than 1 day?

I’m not used to Dreamhost support being this slow. There used to be a radio button that said, “Urgent! I need help immediately!”.

Now there’s just one speed with Dreamhost support and it is…
v…e…r…y… … … … .v…e…r…y… …v…e…r…y… … … … .v…e…r…y… …v…e…r…y… … …s… l… o… w…

What’s going on Dreamhost? Need a little help here.


#2

How are you trying to delete this file? Are you getting an error message? If so, what is it?


#3

If you can’t delete it, try to rename it. If you recently got some assistance from DreamHost they may have re-created your .htaccess under the ownership of root.


#4

We had a company meeting today, so our support department was a little short-staffed this afternoon. Should be back to normal now.


#5

Thanks for your responses. @kjodle & iahmed, previously, I was able to delete the .htaccess file using Cyberduck. But after changing users for the website, the file was no longer visible. I was in the process of re-creating the error just now, so I launched Cyberduck and I noticed a way to view hidden files under View > Show hidden files. Fortunately, I was able to delete the .htaccess this way and everything is fine now. @Andrew, thanks for the heads up. I will delete my DH support ticket.