Sharon J.
3 year contract but left in 3 weeks
I rarely leave negative reviews but after my experience with Neoxea I feel a responsibility to warn other website owners before they make the same mistake I did. It truly makes me sad to say this. The migration took 2 weeks with me sending several messages wondering when they would complete it. I actually had a deadline with my previous company and didn't want to have to pay another contract. I had no response, it was like my messages were invisible. The migration was eventually completed not just on the last day but with just a few hours to spare to close down my previous host. At that point, I did wonder if this was a sign of a bad marriage. Just 20 days into my contract, Neoxea suspended ALL of my websites without any warning whatsoever. No email beforehand, no phone call, no attempt to contact me at all. The first I knew about it was when everything went dark when I was working on my website. I received a brief email afterwards simply stating my account was using 100% CPU and that they had no other option but to suspend me. One of my websites is for a local dog training business. It was completely down for almost two hours. In 40 years of using various hosting providers I have never once had a host suspend my sites without reaching out first to tell me there's an issue that needs resolving. Every other company I have used has always contacted me, worked with me, and helped me resolve issues together. Lucky me my issues have always been simple. In this case all that was needed was the removal of a plugin — two hours of unnecessary downtime that was entirely avoidable. I sent a detailed and heartfelt complaint explaining how unacceptable this was and asking for a simple conversation. They never replied. Not once. I have since moved to a host that migrated all of my websites within the hour of signing up, communicated brilliantly throughout, and treated me like a valued customer from day one. The difference is night and day. Neoxea may work fine when nothing goes wrong. But the moment something does, based on my experience, do not expect them to be there for you. Just for the record, they did give me a full refund with what I presume was an auto message to give them feedback. Well done Neoxea you really know how to value and keep your customers!
Response from NeoxeaApr 3, 2026
Hello Sharon, Thank you for your review. While we respect your opinion, important context is missing, and we would therefore like to add some facts. This was not a single-site migration. Your order involved a total of 12 website migrations from 2 different hosting providers, each using different control panels, which added complexity to the process. Your migration was not delayed due to inaction on our side. We were actively working on it throughout, and the process took longer because we encountered repeated FTP and database transfer errors from the previous hosting environments. We also explained that the infrastructure involved was challenging in terms of speed and control panel access, which made the migration significantly more complex and time-consuming than a standard transfer. At one point, we also shared that the control panel was not the most user-friendly, which added further delay, and you acknowledged this by saying, “I 100% agree, it took me hours to find them when I first joined.” It is also not accurate to suggest that communication was absent. During this period, we had 7 live chats with instant replies, totalling 35 responses, as well as 3 support tickets, with 26 responses from 3 different Neoxea staff members. This clearly shows that we remained present throughout and maintained continuous communication during the process. Our communication included migration updates, clarification regarding the errors and issues encountered, and responses to your questions about plugin replacements, whether you should use Solid Security Pro or WP Armour - Honeypot Anti Spam, and which form protection option would be best. After completion, you confirmed to us that “all sites are good ty” and asked, “Do you have an affiliate program so I can recommend you?” To us, this was positive feedback and a sign that we had performed well under the circumstances. Most importantly, it showed that you acknowledged and valued the time and effort invested in making the migration successful. Regarding the suspension, your account reached 100% CPU usage. In a shared hosting environment, when one account fully consumes server resources, action may need to be taken immediately to protect overall server stability and other customers hosted on the same platform. This was not arbitrary, and it was not done without technical justification. The issue was related to resource consumption on the account, not to any failure of the hosting platform itself. We understand that any interruption is frustrating, especially for business websites. However, presenting the situation as though there was no basis for the action, and without acknowledging the scope, technical complexity, and communication involved, does not accurately reflect what occurred. Regarding the heartfelt feedback you mention, we were reviewing the matter internally so that we could provide you with an accurate and thoughtful response. Unfortunately, less than 24 hours later, you requested a full refund, which left us without the opportunity to respond effectively. We respect your decision to move to another provider and wish you all the best. Regards, Neoxea