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Meet the author:
Jill Olkoski

Jill has a MA in Clinical Psychology, a BS in Computer Science, and a BS in Mechanical Engineering.

She currently owns Aldebaran Web Design in Seattle WA and enjoys educating her clients on topics related to small business website design.

In Jill's previous life, she spent 17 years in the engineering and quality organizations of a Fortune 100 tech company.

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How To Contact DreamHost.com For Support

May 27th, 2008

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. (Note, if you’re reading this, you’re NOT on DreamHost’s website, you’re reading my blog. I am a completely different company, Aldebaran Web Design, I am not DreamHost.com)

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, psychological and interpersonal skills to help small business owners develop cost-effective and successful websites.
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7 Responses to “How To Contact DreamHost.com For Support”

  1. Katie Kay Says:

    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.

  2. Madalyn Aslan Says:

    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

  3. Jill Olkoski Says:

    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.

  4. Turbos Says:

    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.

  5. Jill Olkoski Says:

    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.

  6. Patrick Stratton Says:

    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

  7. Jill Olkoski Says:

    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.

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PO Box 51105, Seattle WA 98115

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