Media Temple WordPress Hosting | 24 Hours was 23 too Many

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My interest in Media TempleWordPress hosting started last year when I wanted to move some sites to a new host. I was debating between WPEngine and Media Temple. I wanted to move some of my sites on GoDaddy shared hosting to a more WordPress friendly host that offered more features than I get with GD shared plans.

Little did I know that the next 24 hours would be torture incorporated.

Media Temple WordPress Hosting

Note to all of you GoDaddy haters: I’ve had great customer support, no noticeable down times and an overall good experience. If you hate GoDaddy because of their ads, politics, and shooting elephants crap, I really don’t care about your snobby attitudes.

At the time of debate over WPEngine and Media Temple I decided to go with WPEngine. Media Temple had just been bought out by GoDaddy and I thought I would see what it was like to cut the old GoDaddy umbilical cord on a few of my more important sites.

I’ve had about six months with WPEngine now. Their customer support is a little lacking IMHO. Chatting is not available on the weekends and their call center seems more like a college dorm with a phone and a laptop. I was dealing with that because I really didn’t need much customer support. And then the servers started acting up (please note the WPEngine server problem was short lived and I will continue to use them).

Media Temple ProblemsI looked back into Media Temple and saw that in the beginning of March they implemented a “Premium WordPress” hosting option. You can read all about it here. I decided to move a site there that I wanted to redesign. I kept all my hosting with WPEngine and snagged another site from my GoDaddy shared hosting to use on the Media Temple WordPress hosting.

That is when my Media Temple WordPress hosting world was turned upside down.

Media Temple WordPress Hosting Automated Site Migration

Things started off seamlessly enough. I paid for the Media Temple WordPress hosting (that was easy), signed up, and was on my merry way to setting up my first domain. Migrating the existing site was first on my list of things to do. I said to myself, “oh, look they have a handy dandy automatic migration. That should be fun and simple.” NOT!

Media Temple Automated Site Migration

Media Temple WordPress Hosting Automated Site Migration

I seemed to be having a little bit of trouble with the “WordPress Server” field so I decided to try out their chat support.

The guy I talked to wasn’t too excited about their automated site migration tool. He said, “Ultimately this functionality has been dark launched and we don’t really have documentation on it yet, so I’d keep an eye out for that as well.”

Really! I was reading the freaking documentation on their website! So, I told him, “i’m using this link [insert useless link here] and it has the instructions for migrating using your tool but nothing about what goes in that field that i see.” His trust was not on my side and he asked me where I saw the info.

Here is a smidgen of our conversation. I’m Elizabeth Crane 🙂

Media Temple ChatPlease take note of the last line in the image of our little chat above. “I know this sounds frustrating but honestly I haven’t seen that tool work consistently for most people anyway.” Now that’s what I call confidence in your product.

After a little more friendly banter where he repeatedly said to do it manually and even became a little snarky, I gave up our little chat and proceeded to manually migrate the site. I’ve done that plenty of times and thought it should be easy peasy. Famous last words.

I hopped over to Filezilla and started to upload the files. I connected fine to the server but the server was not too happy to oblige my files. What should have taken minutes took over five hours with countless server time outs and failed transfers. In the midst of waiting I went to Twitter to see if I could get someone’s attention there.

Media Temple Twitter

Time to try out their phone support for Media Temple WordPress Hosting

Calling support was no problem. You need a pin number to talk to someone but it is very simple to get the pin. Wait time was probably 10 minutes or so, but I didn’t mind that at all and didn’t find that to be an issue.

The man I talked to said that it looked like there had been a problem with Media Temple “provisioning” the account and that was why it was taking so long to FTP the files. He was very nice and proceeded to set up a new domain within my Media Temple WordPress Hosting account. I was told to wait 15 minutes and then it should work fine. Right.

The new account was no better than the first. Problems abounded amidst times when I thought it was going to work.

All was love and peace for a moment.

Media Temple TwitterThen, not so much!

Media Temple Twitter 2My little world of torture continued onward with chats and another phone call. But to no avail. I was told the original provision should work and to use that one. I was told from a lad in customer support, that was obviously Googling for answers, that it must be a problem with my theme (a Genesis child theme I have used numerous times). It just went on and on and nothing was ever really resolved.

I finally gave up and will cancel my Media Temple WordPress Hosting account tomorrow when I feel like dealing with them again. Holy Crap!

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Elizabeth Crane

As an owner of Ranking Edge, Elizabeth Crane oversees all projects and designs and develops websites. She specializes in (and loves) everything WordPress. Her childhood included not wearing a helmet, drinking from the hose, not wearing a seat belt, and playing in the neighborhood streets. And yes, she is still alive.

3 Comments

  1. Matthew Lebo on April 14, 2014 at 3:00 pm

    Hi Elizabeth,

    I apologize for the abysmal experience you’ve encountered with the migration. We’re trying to provide a really amazing product, but have definitely run into a few snags since our launch. Unfortunately, there is no excuse for this one, and I’m having my team look into this issue further. If we do lose you as a customer, which I hope doesn’t happen, it’s a big eye opener for our team to seriously investigate. After we get further information on the issues at hand, I’ll have one of our team members reach out to you. I apologize again for this, and I hope we can get this matter settled as quickly as possible. Feel free to shoot me an email if you have any other questions or concerns.

    • Elizabeth Crane on April 14, 2014 at 6:52 pm

      Hi Matthew,

      I appreciate your response to my Media Temple WordPress hosting issues.Although my experience was not anything like I expected, I have cooled down a bit since yesterday 🙂

      I went ahead and hosted the site that I was trying to move to Media Temple somewhere else. I had no more time for errors. But this lack of time also made it so I didn’t have time to cancel my Media Temple account today. Your response has encouraged me to give Media Temple another try.

      The stars must have been aligned to make just about everything I tried not work. I would imagine that not everyone’s experience is like mine. I’ll give it another try and see how things go. That can be part 2 of this blog post.

      It is good to see that there is actual concern about this matter.

      Thanks for the comment!

      P.S. Even though you wrote a very nice comment…I have to admit that I was swayed more by the fact that Media Temple has dogs on the Team page of the website. If only I would have seen that before I wrote the above post!

      • Matthew Lebo on April 15, 2014 at 9:42 am

        Thanks for hanging in there Elizabeth. Every experience is definitely not like yours, and I’m hoping the next one you have with us is the complete opposite.

        I’m a sucker for dogs myself, and it definitely helps having them around. I’ll pass this onto our creative director to let him know we need more dogs!

        Thanks again and feel free to let me know if you need anything else.

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