How To Contact DreamHost.com For Support
May 27th, 2008
(Important:Â If you’re reading this, you’re NOT on DreamHost’s website, you’re reading my blog. This is AldebaranWebDesign.com, not DreamHost.com – DO NOT CONTACT ME FOR ASSISTANCE – Go To DreamHost.com)
Website hosting, like many other things in life, is not guaranteed to have 100% uptime. There may be times when your website is down, or loading slowly. If you are using DreamHost as your website hosting company, it’s a simple matter to submit a support ticket to find out what’s up and get whatever may be causing the issue resolved. This article assumes you are using DreamHost.com for your website hosting company.
Update: DreamHost now offers Live Chat!
Follow these steps to notify DreamHost that your website is down or slow:
1. Log In. Log into your DreamHost control panel at: http://www.dreamhost.com. Enter the email address you used when you signed up for hosting and your password under the “Customer Login” section.
2. Click on Support -> Contact Support. This is on the lower left-hand corner of the navigation.
3. Select “Website” and “Next”. Notice there are other things you select here too. The support is not just for notifying them of website down issues, but everything connected with your hosting account.
4. Select your domain and “Next”. If you have an online store, you may see your domain listed twice. One is actually the “http” version and the other is the “https” version. Go ahead and check both.
5. Continue through the process with “Next” until you get to the Pick a Category.
6. Pick a Category and “Next”. Highlight whichever issue fits your situation. Site down or site slow are good choices if your site is not coming up.
7. Submit Support Ticket and “Send Message Now” . Fill out the following info: Name, Email, Subject, Message, Relevant URL, Request Type (be truthful here, if your site is down, the “OMG, People are Dying” is appropriate, but if it’s not this serious, then pick a less dramatic type).
You should expect to get a response from DreamHost anywhere from a few minutes, to a day…depending on what day and time you submitted your support ticket. I’ve had extremely good luck with this system, and literally every single support request that I’ve submitted for myself, or on behalf of my clients, has been resolved in a timely manner.
Phone Support:
DreamHost offers phone support. If you check the box for phone support, they will charge you a monthly fee of $9.95 and they offer a fixed number of calls per month. Note that they call you, not the other way round. Typically I don’t need phone support because their email support is fast and often resolves my issues. But if you want to talk to them on the phone, you need to click this option and fill out the times you want them to call you. If you’ve activated this, remember you’ll need to deactivate it after your issue is resolved, otherwise you’ll continue to be charged the extra monthly fee.
(Note to people who read this blog article and call my business: DreamHost does NOT HAVE A PHONE NUMBER you can call. If you call me demanding a phone number, I can’t give it to you because they don’t have a phone number to call. It doesn’t exist. Follow the steps in this article to contact them online and submit a call-back request. Even if you ask me for the phone number three times, I can’t give it to you because, again, I don’t have it, it doesn’t exist.)
Jill--------------
J. Olkoski
Aldebaran Web Design, Seattle
Jill Olkoski has a BS in Engineering, a BS in Computer Science and an MA in Clinical Psychology. She delights in using her advanced technical and psychological skills to help small business owners develop cost-effective and successful websites.
May 27th, 2008 at 4:24 pm
I use Dreamhost for my website, and my site has been down more in the last month than it has in the whole previous 10 months that I have used Dreamhost. They have given me a different reason for it on each new support ticket that I have submitted. BUT…they are prompt, curteous, and generally concerned, so I am hanging in there with them until they figure it out.
February 17th, 2009 at 6:40 pm
My Dreamhost MAIL has been down all day – it is Tuesday, February 17. I cannot even get onto the server control. Please fix as soon as possible!
Many thanks,
Madalyn
February 17th, 2009 at 6:44 pm
Hi Madalyn,
This is a blog article for Aldebaran Web Design. I use DreamHost, and wrote this article to help folks contact them for support. But asking for help here, on my blog, won’t do you any good. If you can’t log into your DreamHost control panel, you should always check here: http://status.dreamhost.com/
I see from looking there that indeed DreamHost is having issues with their control panel and they’re working on it. But again, this is not something I can fix – I’m a different company. Please be patient with them, I’m sure they’re doing everything they can.
March 10th, 2009 at 6:40 am
This one administrator pruned posts and deleted a lot. I want to somehow reverse this and one of the back ups is in the wrong format. Can you tell me how to get it in the correct format or how you can reverse it? The site admin couldn’t do it but I just don’t wanna give up.
At the urge of quitting.
March 10th, 2009 at 9:04 am
If you’ve deleted parts of your blog accidentally, I’d simply submit a support ticket to DreamHost and ask them to restore your WordPress database.
November 18th, 2009 at 8:50 am
I have tried the right email channel for contacting dreamhost my website is not up and running I want to cancel an accidental click PSMSQL server and I am in a panic
They havn’t replied
Patrick
November 18th, 2009 at 10:55 am
Hi Patrick,
I know they are moving a bunch of servers around and are having some issues in the past week. You can always check their emergency status here: http://status.dreamhost.com/. Otherwise, they continue to respond to help tickets, and so if you’ve submitted a support ticket (not by sending email, but by logging into your control panel and filling out their form.) If you need to use online chat, you can always upgrade to that service, again, by using the control panel support ticket feature. I’ve personally gotten responses to my support ticket requests in the past few days, so they are there, they are just fighting some issues right now. So try to be patient, and make sure you have filled out a support ticket, check the emergency link, and if necessary, upgrade your account so you can use the online chat service.
March 25th, 2010 at 6:21 am
The absolute worst customer service ever. Their customer service rep was rude, typed obnoxious messages in all caps, said things like YOU ARE NOT LISTENING! PAY ATTENTION! when I was trying to figure out what he was talking about, and acted in ways that would get most people fired. Absolutely disgraceful and unprofessional, which pretty much sums up Dreamhost. More like Nightmarehost.
March 25th, 2010 at 9:43 am
Hi JonesGirl,
I’m sorry you had a bad experience. With over a hundred website clients, I chat with DreamHost several times a week, and have never had this type of experience. Perhaps you didn’t know this, but DreamHost keeps track of all of your chats, and so I recommend that you get back on a chat, and ask whoever answers to look up your chat records and find out who at DreamHost you were chatting with. I find it very hard to believe that they would type in all caps with exclamation marks – I’ve never had this happen or even come close to them being rude – and so rather than bashing the whole company, I suggest you give them the opportunity to make this right by you. If what you are saying is true, they will have a record of the chat.
I deal with a large number of hosting companies every single day, and DreamHost customer service, in my experience, is heads and shoulders above many of them, due to expertise and speed of reply, and I don’t hesitate to recommend them to my clients.
August 23rd, 2010 at 3:59 pm
Are you still having trouble contacting DreamHost?
November 27th, 2010 at 5:41 am
Dear Jill
I am writing you to get some help I explain you situation here My company is Based In Scotland and we are doing our business here in scotland and it is proper VAT and tax pay registered company .And I gave my website project to some Guys In Pakistan and I paid them for my website and my ebay shop was linked to that web for 1 year then they started blackmailing my and started demanding money to get my domain back I tried my best to get my domain back and domain smsurgical.com is on my company name and I can provide all my company registered documents and VAT Tax docs and I talked to my Lawyer he advised me to find contact details for dream Host then we will provide all information legally and is it possible when domain will be due for renew it can be given to us not to that Guy as he just blackmailing me and I can provide all corresponding emails which been done between me and that Guy you can advise or guide me in this matter will be so kind you can reply me through my email appalopk@yahoo.co.uk
November 27th, 2010 at 11:54 am
I am not part of Dreamhost, but a Dreamhost customer and web designer. All Dreamhost contact info and login panel is at DreamHost.com. Since you have hired an attorney, following their advice would be best.
March 14th, 2011 at 7:01 am
Hi,
We are constantly having connection issues with our email addresses that are supported through dreamhost. At this very moment I cannot send OR receive emails at all!
I tried to log in to my emails through dreamhost.com but it wont let me do that either!! Therefore I cannot contact them through live chat…does anyone know a phone number where I can call or maybe another source of communication to dremahost? HELP PLEASE!
March 14th, 2011 at 11:18 am
Hi Denise,
First off. Please don’t panic. Let’s all remember that we’re paying around $10 a month for a shared hosting service, and if your website business is so critical, you should probably be paying much, much, more at a different company. Take a deep breath, these things happen sometimes. I’ve been with DreamHost since 2006, and they will get it fixed as soon as they can. You can always also check Twitter @dhstatus to see what’s happening and also http://status.dreamhost.com/. If dreamhost.com is down, check Twitter. But remember you’re not alone, many folks are in the same situation, and panicking isn’t going to help anyone. Once Dreamhost knows about an issue, they will fix it. Trying to contact them doesn’t help the situation if they’re already working on it. Just step away from the computer, do something else for a time, and check back.
With all the other problems in the world right now, and with all the suffering, having a website down for a few hours is really not that horrible of a situation. Let’s keep this in perspective folks.