Dealing with HostGator support

So I have some database stuff to do on a website hosted by HostGator and the MySQL database is basically responding excruciatingly slow to authenticate my requests. (We’re talking a minute or so to run the most simple SQL command.)

I’m using  their live chat support and the dude broke my already working access to MySQL then after fixing it tells me:

“You’re welcome. Is there anything else I can assist you with? “

(I’m thinking this is going to be a long day!)

[26/09/13 12:41:27 PM] Richard: (12:27:15pm)Richard:yes. I was connected before – that wasn’t the problem
(12:28:00pm)Robert M.:Is it loading quickly for you?
(12:28:05pm)Richard:I want to know why even the simplest SQL takes so long to respond
(12:29:06pm)Richard:OK – I now have 18 sec responses to “show databases”
(12:29:21pm)Robert M.:Awesome.
(12:29:30pm)Richard:that is less than ideal
(12:32:26pm)Robert M.:I apologize for the speeds.
(12:32:33pm)Robert M.:They are however much better than before.
(12:33:46pm)Richard:18 sec is still really unacceptable.
(12:33:54pm)Richard:What is causing such so responses?
(12:35:21pm)Richard:yeah this really isn’t going to work.
(12:36:07pm)Richard:just changing into the database I want to use…
(12:36:16pm)Robert M.:I apologize but I do not see anything on our end related to issues with the MySQL services.
(12:37:02pm)Richard:ok I suspect the problem is – you are authenticating my access very slowly – do you have a very long access list?
(12:37:30pm)Richard:can you increase the connection timer, it seems that I get disconnected after only a few seconds
(12:38:39pm)Richard:just doing a simple select: mysql> select * from ps_product where id_product = 239734; is taking: 1 row in set (1 min 26.37 sec)
(12:40:12pm)Robert M.:Welcome to HostGator Live Chat. My name is Rob. I’ll be happy to assist you today.

not the best start. I then spend the rest of the day trying to get them to fix the problem.

“he actually told me the stars on the traceroute was the problem”

The result – after I send them repeat examples of the network not being the problem – they still blame the network.


Thank you for contacting HostGator. There is a short time out for idle connections but if there is a mysql query executing the query will complete without the connection closing. On share servers we won’t change any of the connection settings for mysql. If you can send us a trace route and ping results we can diagnose the connection between your computer and the server to see where a slowdown may be occurring.

If you have any questions or concerns, please don’t hesitate to contact us. We are more than happy to assist.



Linux Systems Administrator

cPanel Certified Technician


Screen Shot 2013-10-03 at 6.50.05 PM

IDIOTS – I don’t think he is qualified to use ping to diagnose problems.

Hey guess what – my GoDaddy hosted service has a usable MySQL database from this exact same location.

HostGator support – you get a F for FAIL!

Remember kids – when you can’t figure out why your application doesn’t work blame the network! 

One Response to Dealing with HostGator support

  1. Ben October 4, 2013 at 5:29 am #

    Classy. Sounds like a good reason to roll over your hosting elsewhere.

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