Summary
This case documents how Hostinger blocked live chat access, repeatedly claimed escalation without results, and continuously created misleading or fabricated technical narratives to avoid accountability. These actions caused prolonged service disruption, mental stress, and financial loss.
Background
- The website had persistent ERRCONNECTIONRESET and availability issues.
- The user contacted Hostinger support multiple times over several weeks.
- Despite full cooperation, tests, and evidence submission, the issue was never resolved.
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Live Chat Blocking (Critical Service Failure)
- Hostinger blocked live chat access for more than 65 hours.
- The user was placed into a queue that never progressed.
- No option was provided to open a new chat or reach an agent.
- This occurred after the user provided strong technical evidence pointing to Hostinger’s infrastructure.
This action effectively silenced the customer and removed the primary support channel during an active outage.
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False Escalation Claims
Hostinger repeatedly stated:
- “Your case has been escalated to senior management”
- “System administrators are investigating”
- “You will receive an update within 1–3 days”
- These statements were repeated for over 15 days.
- No written escalation response was ever delivered.
- No senior engineer or manager contacted the user.
- The same junior-level scripted replies were reused.
This demonstrates escalation lies rather than a real internal investigation.
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Creation of Misleading / Fake Technical Cases
Instead of fixing the issue, Hostinger continuously shifted blame by creating new narratives:
* User was instructed to remove or change plugins and themes.
* 40–50% of the website was modified or deleted.
* Issue remained unchanged.
* User removed IPv6 as instructed.
* Issue persisted.
* Cloudflare was fully removed and later re-tested.
* Issue still occurred.
* Ping and traceroute during active errors showed traffic reaching Hostinger servers.
* Final hops responded successfully.
* Despite evidence, Hostinger continued blaming the user’s connection.
Each shift contradicted the previous explanation, proving the cases were misleading and internally inconsistent.
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Evidence Ignored
The following were already provided:
- Traceroute results captured during active errors
- Browser console error:
net::ERRCONNECTIONRESET - Ping tests
- DNS screenshots
- Confirmation of Cloudflare removal
After this evidence:
- Support responses slowed down
- Live chat was blocked
- Responsibility was denied
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Impact & Damages
- Prolonged downtime and unstable service
- Severe mental stress caused by repeated blame and silence
- Forced website changes and deletions
- Loss of trust and business reputation
- Direct financial losses
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Conclusion
This case demonstrates a pattern of:
- Blocking customer communication
- Making false escalation claims
- Creating misleading or fake technical cases
- Avoiding responsibility after evidence submission
These actions prevented resolution, increased damage, and indicate systemic support failure rather than a user-side issue.
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Status
- Issue unresolved
- Live chat access restricted
- Compensation denied without valid investigation
This case is documented for public awareness, legal review, and regulatory complaint purposes.
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