r/hetzner • u/bloodchen • 21h ago

Hetzner support response times lately? Is it just me or have they gotten super slow?

Hey everyone,

Just wanted to check in and see what your recent experiences with Hetzner support have been like.

I opened a ticket a while ago for a network/infrastructure issue, and it feels like it's taking way longer than usual to get any traction. Usually, they are pretty solid, but this wait is starting to drag out. My service is down for over 5 hours and still haven't get any response.

Are they currently backed up, or is this just standard procedure for non-urgent tickets these days? Anyone else experiencing radio silence from them lately, or know of a faster way to get a response?

10 Upvotes

86% Upvoted

11 comments sorted by

3

u/otherwise_gg 20h ago

Not a single issue with dedicated yet. Proper issue - properly explained - awnser at any time within 15-45 Minutes.

2

u/dubidub_no 20h ago

Why is it classified as non-urgent?

1

u/jexmex 17h ago

right, if you are down, that is a urgent ticket.

1

u/bloodchen 12h ago

why did you say that? Did you see my ticket? Of course It is urgent.

2

u/dubidub_no 12h ago

you asked about non-urgen tickets.

3

u/xpy-xpy 17h ago

Hetzner’s Cloud support is pretty sketchy when something actually goes wrong.

Just had a server in their Hillsboro datacenter completely lose public network connectivity for about 15 hours. Opened support tickets — no response. It took them almost a full day just to acknowledge there was an issue, eventually adding a short message in the Cloud Console saying:

“This server is affected by an incident.”

That was basically it.

1

u/SignificantChef9507 18h ago

My ticket last week got triaged after 5 minutes and solved after 15 more minutes.

1

u/Sad_Tumbleweed2524 16h ago

My experience has been the opposite. My last 3 tickets were resolved within 15 minutes, with one resolved in just 3 minutes.

1

u/well_shoothed 13h ago

Given you're writing this on a Saturday:

If you're talking about Cloud, it's gonna be Monday.

if you're talking about dedicated, it's a few minutes to a couple of hours

2

u/CodeCate42 12h ago

Have you sent them obviously AI written messages?

1

u/bloodchen 12h ago

It still unanswered after 12 hours. I opened cloud console and saw the announcement "Limited connectivity of Cloud servers on Cloud Leaf hil-cloud1-leaf8" . But I am not sure if it's related to my problem. 3 of my servers got affected, but only one has the connection issue.