Pair Networks Reviews 1,171

Personalised communication and problem solving

Things are really bad when I need communication the most. Many things changed on my site while thinking PAIR Support was doing it. We need MORE communication, not LESS when Security is involved.

Excellent answer, problem was solved quickly.

The Pair support team has been patiently helping me to update the php version of my WordPress site when I requested their help through a series of emails. One question would lead to another and they always answered them promptly and offered very specific and relevant instructions. I am very grateful for their help.

Friendly prompt responses. Actual support engineers that have a clue. There is a reason I've been a customer for 30 years. Even when there are less expensive options. The quality of support and customer service is why I stick around.

I need help with a walk through the problem was not fixed. I was just given a link with ta lot of text could not figure out how to get the header to stop the continue stuff.

Fast help, and an accurate solution to my problem.
Thanks!

Issues always seem to come up after hours or on weekends, or on holidays. My issue was no different. After hours, on a Saturday, Memorial weekend. But Pair Support was there for me within seconds, and the problem was resolved immediately. Pair is the absolute best in hosting and support services. Excellent!

The guy on the chat was great, but his hands are tied. The problem is that PAIR allows about 200 junk emails a week to hit my mailbox. I tried everything they suggested and nothing works. It is hard to believe that in the age of AI, they are unable to identify junk mail. This is not even sophisticated junk mail. I can't believe they can't figure this out or that they are not even trying. I've been their customer for 20 years, and I may just need to move to another provider because this is unbearable. I spent hours per week deleting junk and adding addresses to my list of rejected address and all that for nothing. It is a joke.

The rep answered the question but it would have been more helpful if he provided instructions on the steps required. As such, the answer doesn't exactly match what I see when I log into the ACC so it will require another support call.

All sorted, thank you.

I had needed some help with my dedicated server, which I have with them, and they helped get things set up and corrected for my sites to run. I have been with Pair for about 8 years; they rock!

Impossible to speak with a support team member.

No support via phone? Terrible process via email . No resolution.

I love the quick response and detailed explanations provided anytime I need help. Thank you very much.

I would like to share some feedback regarding the current support ticket system and the new ACC UI.

Earlier, we used to receive quick responses to support tickets, regardless of the issue type. Recently, however, response times have noticeably increased. One of the challenges with the new system is the lack of visibility into ticket status. In the previous version, we could clearly see whether a ticket was waiting for customer response, assigned to a staff member, or replied to by support staff. That transparency was very useful in understanding the progress of a request.

A couple of days ago, I submitted a billing-related support ticket but have not received any acknowledgement or response so far. I also submitted a follow-up ticket, but there has still been no update. This has made it difficult to know whether the issue is being reviewed or if further action is required from my side.

I would also like to provide feedback on the new ACC UI. At the moment, I still prefer using the old UI because it feels more user-friendly, intuitive, and less confusing compared to the new interface.

I hope these observations can help improve both the support experience and the usability of the platform.

Pair support is the best. With one reply I had everything I needed to resolve my issue.

Historically Pair have always provided me with great service and support up until now and the new owners.
Pricing is reasonable but could be more competitive for faithful customers of long standing.
Recent changes to email setup were a pain with major cost implications for users, presumably new owners are seeking to monetise the setup.
The online accounts help chat is an AI system but it worked well for me and answered my questions well.