I started using WpWebHost in 2009 specifically because of their pricing for WPMU hosting. My “network” of blogs had grown big enough that it was time intensive to go into each one every time something had to be updated and WPMU solved that issue by allowing me to only have to do these upgrades once. Since I’ve signed up, this is the first major technical problem I’ve had (I’m guessing my sites were down for at least 20 hours). But like you, I hit a wall with their practically nonexistent support system. I used their live chat system to connect with a support agent. The agent directed me to a link at their “news” site (which I didn’t even know existed). This site explained the maintenance that they were doing and it also provided a completion status so far (52%). It didn’t provide an ETA for when the job would be finished.

Like you, I’m perturbed that they didn’t proactively contact me and let me know about this. I’m also concerned about their lack of a support panel. WpWebHost is the fourth shared hosting company I’ve used. And I’ve experienced similar stints of downtime with most of them. But I’ve never had as much trouble with tech support with any of the others as I’ve had with WpWebHost.

It’s times like these that make me wonder if the convenience of WpWebHost’s WPMU hosting is really worth it.