I have asked a number of times to review my account and websites. Yet almost two month later still no information based on a phone conversation. I gave a ticket about this and asked for a manager or s... Mehr ansehen
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Not happy getting multiple emails per day from digital pacific urging me to renew my domain name which is NOT with them. Edit: They say it's scammers impersonating them - perhaps they should be check... Mehr ansehen
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Digital Pacific have been fantastic. Every issue I raised was handled promptly and clearly, and their support team followed through until everything was resolved. Excellent service.
Unternehmen hat geantwortet
After their upgrade they deleted my main reseller account, destroyed my customer sites within my reseller account and then nothing.. several escalations, tickets, chat bots and never answering calls.... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
Vom Unternehmen geschrieben
Digital Pacific is an Australian provider of quality web hosting solutions for individuals, small to medium-sized businesses and corporations. With a love for providing superior support, our business is focused on reliability and care, which has delivered success online for our customers for nearly 20 years.
Kontaktinformationen
60 Pitt St, 2000, Sydney, Australien
- 1300 694 678
- www.digitalpacific.com.au
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15 Years of Loyalty, Destroyed in a month: Data Loss, Silence, and Zero Accountability
TL;DR: 15 years as a customer. They destroyed a client’s website, misled me for 23 days, blocked my support access mid-incident, and refused accountability. ACCC complaint ready. QCAT claim coming.
If you’re considering Digital Pacific, understand the risk. If something breaks, there’s a real chance no one answers calls or tickets, your incident gets marked low priority, and any eventual response may be incorrect. Your site could stay down for weeks. If you escalate, your support access may be removed while issues remain open. When you push for accountability, it may be dismissed as routine maintenance and your losses treated as your problem.
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
I was with Digital Pacific for 15 years and referred over a dozen clients. This is what that meant:
In early March 2026, I found my shared hosting was running on infrastructure that reached end of life in 2020, with no security patches for years. I raised it expecting a routine upgrade. Support told me modern Node.js could not run on shared hosting and pushed me toward higher cost plans. That was false. Their own staff later confirmed they already run modern shared hosting capable of current software, and acknowledged the conflicting info in writing.
In the same ticket, I was told migration to modern shared hosting would cost $99. Also false. It was later confirmed migrations under their upgrade program were free. That was not disclosed when the fee was raised.
Digital Pacific then promised in writing both my accounts would be migrated at no cost and I’d receive advance notice before either move.
What happened: a stable client site was migrated with no formal notice. The only mention was a side note buried in a reply on a thread I could no longer respond to. The migration failed. The database was destroyed. The site went down. Digital Pacific did not tell me the migration occurred, failed, or that the database was gone. I found out when my client reported the outage nearly a week later.
Support then collapsed.
I raised a Critical ticket. No action for 35 hours. The first reply was boilerplate. No timeline, no cause, no acknowledgment of deadlines I’d set. Just “we’re working on it” from a provider that had already contradicted itself.
The day I learned the site was down, I called and was put on hold for 1 hour 13 minutes before disconnecting. I simultaneously opened a Chat in their website that ran 3 hours 15 minutes without any response before auto closing for “no response detected,” framing their silence as my failure.
On a CRITICAL issue...
I sent formal notice: restore the database by a set deadline or I’d be forced to perform emergency rebuild work and bill them. Deadline passed. No response. No restore attempt. No contact.
Every ticket in this period had at least a 24 hour delay before any reply. Some as long as a week. Critical issues, data loss, formal escalations... same result.
When replies did arrive, they were dismissive, inconsistent, or wrong. One staff member saw the temporary landing page I built because the real site was gone, confirmed it loaded, and considere the issue resolved. They did not check the database or actual functionality. They treated a placeholder, created due to their failure, as proof everything was fine. That pattern repeated. Poor assumptions, incorrect responses, and even when I replied immediately, I waited another 24 hours or more.
When I requested a refund, they redirected the ticket to an unrelated thread and marked it answered. No mention of a refund. No acknowledgment at all.
At no point did Digital Pacific accept responsibility. Not for false statements, the failed migration, the destroyed database, weeks of non response, removal of support access, or the unauthorized change to my account email while I had no access and active complaints open.
They repeatedly claimed in writing the database was restored while the site showed a database connection error for 14 days after the first claim. Actual restoration occurred on 4 April 2026... 23 days after the failure.
I have an ACCC complaint prepared and am pursuing recovery via QCAT. I’ve retained full ticket history, all correspondence, invoices, and written admissions.
15 years. Over a dozen referrals. This is the outcome.
18. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Jamie,
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your experience, particularly regarding the migration issues, data loss, and delays in support.
We understand how frustrating and concerning this must have been, especially given your long-standing relationship with us. This is not the level of service we aim to provide, and we take your feedback very seriously.
We would appreciate the opportunity to review your case in detail and see how we can assist further. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up appropriately.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve.
Kind regards,
Cathy T.
Online Experience Specialist
Always been a great business to deal…
Always been a great business to deal with, fast and efficient.
11. April 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hi Steve,
Thank you for taking the time to share your positive review.
We are delighted to hear about your experience. Providing world-class customer service is our priority, and feedback like yours motivates us to continue delivering the quality support our customers expect.
If you ever need assistance or have any questions, please feel free to reach out anytime. We are always here to help.
Thanks for being the best part of Digital Pacific.
Regards,
Cathy T.
Online Experience Specialist
DIGITAL PACIFIC - NO MORE PHONE CONTACT, AND STAFF WHO SIMPLY DONT KNOW
We have been with Digital Pacific for over 7 years
While the service was owned by an Australian business, it was expertly managed. We have a managed server. The costs is expensive and it used to be worth it.
NOT ANY MORE.
Then the support for the service went offshore to the Philippines, and India, with still some tech support for a VPN server [ which is what we have]
The tech took the call , based on a support ticket.
The whole thing is a mess now- no more answering the phone, no phone support, only online chat. Staff answering the phone obviously need the income- there is a language barrier, negative response to a female voice , particularly from India, staff who dont have the technical background to understand the details of the problem let alone the solution
SO NOW- NO MORE VOICES ON A PHONE WHO DONT KNOW. NOW WE DEAL WITH AI - appalling
I have had many experience with terrible service over the last 6 month from poorly trained staff
Response to tickets have been slower and slower- so the new corporate owners have obviously cut staff numbers and the ones who are left are sitting on the Titanic- w/o training and dealing with clients whose business is being impacted on. The phone staff just dont know.
Im trying to sort out an issue now with them- and if its simple? it may be resolved. They dont read the details of the problem on the ticket. They must be on the clock to solve the problem super fast.
I dread a migration with them'
Avoid them if u can
UPDATED REVIEW
I have been asked to provide more detail regarding this latest problem- there have been so many issues that the latest one is one of the many that I have been required to deal with - NO TRAINED STAFF
Digital replies to any negative feedback is a SIMPLY template they trot out. They are putting it back onto me to give them detail
I would spend hours each time trying to sort out past issues. Digital asks for more detail to avoid solving the problems of lack of trained staff.
The problem remains since going offshore - not enough trained staff in the more complex VPN server , not enough staff, staff who have no idea what to reply unless they see it on the script in front of them. No more of that anyway- its all being referred to AI and emails that take days to see a response if you are lucky and then of course that it answers the question
THAT IS MY UPDATE FROM MY DIGITAL BAD EXPERIENCES
9. April 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Customer,
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your recent experience with our support channels. We understand how frustrating it can be when issues are not addressed efficiently, and when the level of support does not meet expectations. Please know that this is not the standard of service we aim to provide, and we take your concerns very seriously.
We would appreciate the opportunity to review your situation in more detail and see how we can assist further. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up appropriately.
Thank you again for bringing this to our attention. Your feedback is invaluable in helping us identify areas for improvement.
Kind regards,
Cathy T.
Online Experience Specialist
Deleted my business and Customers.
After their upgrade they deleted my main reseller account, destroyed my customer sites within my reseller account and then nothing.. several escalations, tickets, chat bots and never answering calls. Obscene solutions provided in tickets with massive delays. In progress migrating off the platform. Very disappointing and a direct breach of their own SLA. VCAT Here I come, Destroyed a once very established online presence for my business and crushed brand and customers within. I cant believe I'm leaving a review in the hope of some communication from this once good provider. Out of pocket transferring multiple customers to retain business. Woeful.
26. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Derryn,
Thank you for taking the time to share your feedback.
We’re very sorry to hear about your experience, particularly the impact on your reseller account, customer sites, and business operations. We understand how distressing and frustrating this situation must be, especially given the delays and lack of communication you’ve encountered. This is not the level of service we strive to provide, and we take your concerns seriously.
We would appreciate the opportunity to review your case in detail and assist where possible. Please contact us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up promptly.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve.
Kind regards,
Cathy T.
Online Experience Specialists
Not only did you NOT RESOLVE MY EMAIL…
Not only did you NOT RESOLVE MY EMAIL ISSUE AFTER 2 MONTHS (this was caused by YOU changing servers) but then you IGNORED my secure message to CLOSE MY ACCOUNT, and proceeded to TAKE MY MONEY from my VISA card, even though there was a STOP ORDER on the payment at SUNCORP bank.
When I rang customer service and asked to escalate the complaint to a supervisor, I was told there was no one available.
31. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Anne,
We’re very sorry to hear about your experience, and we truly appreciate you taking the time to share your concerns. We understand how frustrating it must be to encounter unresolved email issues, delays in processing your request to close the account, and unexpected charges despite your instructions to stop the payment.
This is certainly not the level of service we aim to provide. We take your concerns seriously, especially regarding the billing, account closure request, and your overall experience with our support team.
We would like the opportunity to review this matter thoroughly and work towards a proper resolution. Kindly reach out to us at reviews@digitalpacific.com.au
with your account details and any relevant information so we can investigate this further, including the charges made to your Visa card.
Your feedback is very important to us, and we are committed to improving both our processes and customer experience. We hope to have the chance to resolve this matter for you as soon as possible.
Regards,
Cathy T.
Online Experience Specialist
Don’t bother
I have been with them for 15 years-they dod an upgrade and now my website doesn’t even load. 2 support tickets later - no communication whatsoever. Pretty disappointing!
29. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Dee,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the frustration and disappointment you have experienced following the recent upgrade, particularly after being a customer with us for 15 years.
We understand how concerning it is when your website becomes inaccessible, especially after a system change, and even more so when support tickets have been submitted without receiving updates. The lack of communication you described is certainly not the experience we aim to provide, and we appreciate you bringing this to our attention.
Service continuity and clear follow-through are especially important during upgrades, and we regret that this has not been reflected in your recent experience. Your feedback regarding the unresolved tickets and absence of communication will be escalated to the appropriate teams for immediate review.
We would like the opportunity to investigate your case and help restore your website as quickly as possible. Kindly send your account details along with your ticket number(s) and domain name to reviews@digitalpacific.com.au, and we will coordinate an internal review to ensure your concern receives prompt attention.
Thank you again for your long-standing support and for sharing your experience with us. We hope to have the opportunity to assist you toward a resolution.
Kind regards,
Bern O.
Online Experience Specialist
Service & Support? ZERO.
Since changing hands to foreign owners.. This company has not only broken our entire hosting and workflow, their support is NON-EXISTENT. I have now called several times, waited over 30 mins on hold and had the calls just magically disconnect every time. The online chat says "You will need to wait a minute for service" that 30 mins later turns into "Your wait time is now 10 minutes" then every 10 minutes repeats with "Your wait is 10 minutes".
When you do reach a rep (I've had to make several calls) they literally prompt some AI agent or a sorely flogged out experienced person who is literally helping every inexperienced rep who answers the phone.
I did remove my previous 1 star review but again.. issues persist. there is no solutions and promises that were made simply aren't happening.
Please avoid Digital Paciifc.
Oh and before you" copy/pastes the same review reply message they have for everyone else, please don't bother. Your company is completely cooked since digital pacific sold offshore.
1. April 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Dave,
Thank you for taking the time to share your feedback.
We sincerely apologize for the ongoing issues and the difficulty you’ve experienced reaching our support team. We understand how frustrating this must be, and this is not the level of service we aim to provide.
We would appreciate the opportunity to review your case further. Please contact us at reviews@digitalpacific.com.au with your account details so we can investigate and assist you.
Thank you for bringing this to our attention.
Kind regards,
Cathy T.
Online Experience Specialist
Technological Issues of Today
Simple and complex problems always persist, however the support team at DP promptly resolves these matters, regardless in these awkward times its great to have reliable support when needed.
21. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hi Customer,
Thank you so much for taking the time in posting a positive review.
It is our commitment to deliver the best-in-the world class customer experience. Rest assured that we always strive everyday to provide you with quality service that will meet and exceed your expectation.
Should you need further assistance or have any questions in the future, feel free to contact us anytime. We are always here to listen.
Thanks for being the best part of Digital Pacific.
Regards,
Cathy T.
Online Experience Specialist
I have asked a number of times to…
I have asked a number of times to review my account and websites. Yet almost two month later still no information based on a phone conversation. I gave a ticket about this and asked for a manager or senior supervisor to contact me yet still nothing.
8. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Gavin,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the lack of follow-up you have experienced despite your repeated requests for an account and website review.
We understand how frustrating it must be to wait nearly two months without receiving an update, especially after requesting escalation and asking to be contacted by a manager or senior supervisor. This is certainly not the level of responsiveness or communication we aim to provide, and we appreciate you bringing this matter to our attention.
Timely follow-through and clear communication are essential, particularly when a customer has requested escalation. We regret that this expectation has not been met in your case, and your feedback will be raised with the appropriate teams for immediate review.
We would like the opportunity to properly investigate your concerns and ensure your request receives the attention it requires. Kindly send your account details along with your ticket number(s) to reviews@digitalpacific.com.au, and we will coordinate an internal review and arrange the appropriate follow-up as soon as possible.
Thank you again for your patience and for highlighting this experience. We remain committed to improving our service and hope to assist you toward a resolution.
Kind regards,
Bern O.
Online Experience Specialist
Terrible support
Have been with Digital Pacific for over 13 years. DP used to be awesome. Really good support, based in Australia. They were more expensive, but it was worth it. Now, they are still more expensive, but support is horrible. Now you wait over an hour to speak to someone in the Philippines who doesn't even understand the technical issue I need help with.
26. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Heide,
Thank you for sharing your feedback with us.
We sincerely apologize for the difficulties you’ve experienced with our support. We understand that timely and knowledgeable assistance is critical, and it is disappointing to hear that your recent experience fell short of the standard you expect, especially after being a valued customer for over 13 years.
We take your concerns seriously and would like the opportunity to investigate your situation further. Please contact us at reviews@digitalpacific.com.au with your account details so we can review your case and provide appropriate support.
Your feedback is invaluable in helping us improve our services and ensure that our customers receive the level of support they deserve.
Kind regards,
Cathy T.
Online Experience Specialist
Digital Pacific used to be a good…
Digital Pacific used to be a good service. Not anymore. I have been trying to update my website and I can't get in. I contacted tech support and have been on hold for 2 hours now. I will now have to look at other companies in Oz.
25. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Rajakamush,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience accessing your website and the long wait time you encountered when contacting our support team.
We understand how frustrating it can be when you’re unable to access your site, especially when you need to make updates, and having to wait for assistance only adds to that frustration. This is not the level of service we aim to provide, and we take this feedback seriously.
We would appreciate the opportunity to review your situation in more detail and see how we can assist further. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up appropriately.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve.
Kind regards,
Cathy T.
Online Experience Specialist
Very poor support
Following a recent infrastructure migration by Digital Pacific, we have experienced multiple issues affecting services and account functionality. Since the migration, we have raised several support requests and currently have five unresolved tickets.
Response times have been slow, with tickets sitting in “Awaiting INC” for extended periods, and follow-up has been difficult. Attempts to contact support by phone have also involved lengthy hold times (over an hour in most cases).
The main concern is not any single issue, but the combination of:
• multiple post-migration problems
• five open unresolved tickets
• delayed or limited communication
• difficulty contacting support
When migrations for business services occur, timely communication and responsive support are critical. At the moment, it has been challenging to obtain updates or resolution.
Hoping to see improvements in responsiveness and follow-through.
The oldest ticket was opened 16th February, over 5 weeks ago!
16. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Robert,
Thank you for taking the time to share your detailed feedback with us. We sincerely apologize for the difficulties you have experienced following the recent infrastructure migration and for the frustration caused by the unresolved tickets and delays in communication.
We understand how disruptive post-migration issues can be, particularly when they affect business services and day-to-day operations. The combination of multiple ongoing concerns, extended ticket resolution times, and challenges reaching our support team is certainly not the experience we aim to provide, and we appreciate you clearly outlining the impact this has had.
Timely updates, clear communication, and responsive follow-through are critical during infrastructure changes, and we regret that this has not been reflected in your recent support interactions. Your feedback regarding the prolonged “Awaiting INC” status, extended hold times, and the length of time your oldest ticket has remained open will be raised with the appropriate teams for immediate review.
We would like the opportunity to investigate your open cases collectively and help drive them toward resolution. Kindly send your account details along with the relevant ticket numbers to reviews@digitalpacific.com.au, and we will coordinate an internal review to ensure your concerns receive the attention they require.
We truly appreciate you bringing this matter to our attention. Feedback such as yours helps us identify gaps in both communication and service delivery so we can continue improving our processes moving forward.
Kind regards,
Bern O.
Online Experience Specialist
Digital Pacific have totally lost the plot - 15 year loyal customer - deplorable lack of support for faults they caused
EDITED TO ADD
Don't be fooled by the copy and paste answer on my post from DP that is the same on EVERY post here.
I DID go complain to your reviews@ address as well as billing@ and support@, that was on 20 March and STILL no resolution. I can't even easily move my files due to all the timeouts. Utterly and totally disgraceful.
I have been a loyal customer for over 15 years, currently with 20 sites hosted.
I have put up with their fall in service since moving seemingly everything offshore as I still could manage the features I wanted to manage.
They have completely lost the plot. I have been working for 2 weeks now trying to get them to do anything. I can understand that sometimes faults occur, but to not have them fixed after weeks on end, and these aren't small faults! They are massive faults affecting my sites, many are broken and if I had access to their server config I could fix this myself.
I have now signed up with a new host, problem is, I can't backup sites to transfer them and even if I try a file by file download, I get time outs. I'm effectively stuffed. I am now waiting for the 5th day in a row to see if anyone will come on chat. They aren't answering tickets and they actually deleted 7 tickets!
My next move will have to be legal action I guess. Its insane!
24. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Customer,
Thank you for taking the time to share your feedback.
We are very sorry to hear about your recent experience, especially given your long-standing relationship with us over the past 15 years. We sincerely apologize for the significant disruption caused, including the ongoing issues with your websites, difficulty in backing up your data, and the delays in receiving support.
We understand how frustrating and stressful this situation must be, particularly when it is impacting multiple sites and your ability to transfer services. This is not the level of service we aim to provide, and we take this feedback very seriously.
We would appreciate the opportunity to review your situation in more detail and assist you in resolving these issues as quickly as possible, including helping with access, backups, and any remaining faults. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can prioritise your case and follow up appropriately.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve, and we are committed to making this right.
Kind regards,
Cathy T.
Online Experience Specialist
just overall poor customer service and service in general
just overall poor service. They break your site with modsecurity settings and you can't contact them because they don't answer and their security blocks you from actually submitting a ticket.
24. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Daniel,
Thank you for sharing your feedback. We’re sorry to hear about your recent experience and understand how frustrating it must have been to encounter website issues while also having difficulty reaching support.
We recognize how critical website availability is, and we regret that the security configuration negatively impacted your site’s functionality. We also acknowledge your concerns regarding accessibility to support channels, particularly when security measures prevented you from successfully submitting a support ticket. This is not the experience we aim to provide.
Your feedback is important to us, as both platform stability and accessible support are essential parts of our service. We would appreciate the opportunity to review your account, investigate the ModSecurity triggers involved, and ensure the appropriate teams assess both the technical issue and the support experience you encountered.
Please contact us at reviews@digitalpacific.com.au with your account details and any related case references so our team can investigate further and follow up with you directly.
Thank you for bringing this matter to our attention.
Kind regards,
Bern O.
Online Experience Specialist
Total Failure
The recent cPanel migration has bee a total failure. I have had my customers emails failing, websites not working, databases stop working and I still have a site that has now been down for over a week. Every day I call them the promise to fix the issue and to get back to me once it has been fixed. Its still not working a week later and no replies to my emails nor does anyone call me back. I call them every day and on average I have been on hold for 2 or 3 hours before they answer my call.
TOTALLY UNACCEPTABLE !!
16. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Bruce,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience following the recent cPanel migration, and we sincerely apologise for the significant disruption this has caused to your services, including email failures, website downtime, and database issues.
We understand how frustrating and stressful this situation must be, especially given the extended downtime and the difficulty you’ve faced in receiving timely updates and support. This is not the level of service we aim to provide, and we take this feedback very seriously.
We would appreciate the opportunity to review your situation in more detail and see how we can assist further. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up as a priority.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve.
Kind regards,
Cathy T.
Online Experience Specialist
Such poor customer service
Such poor customer service! I was with Digital Pacific for 10 years and never had a problem, then suddenly my website went down after an update (which I was told would not affect my site) and I was completely unable to reach them for days on end. I tried calling, emailing, and getting a support ticket and four days later I still haven't heard a thing. In desperation I've had to change providers. I just can't believe they have gone completely MIA with no regard for their loyal customers! Definitely do not recommend!
23. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Ann-Louise,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience, particularly the unexpected website downtime and the difficulty in reaching our support team.
We understand how frustrating it is to experience service disruption and delays in communication, especially after being a long-term customer. This is not the level of service we aim to provide, and we take this feedback seriously.
We would appreciate the opportunity to review your situation in more detail and see how we can assist further. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up appropriately.
Thank you for bringing this to our attention. Your feedback helps us identify areas where we need to improve.
Kind regards,
Cathy T.
Online Experience Specialist
From 4 Hours to 7 Days – Serious Failure & No Accountabilityng and costly…
Very disappointing and costly experience.
What was meant to be a 4-hour maintenance window turned into 7+ days of website downtime and ongoing issues. Even now, the site is not functioning correctly, with missing pages and display errors.
Support has been extremely difficult to deal with — slow responses, no accountability, and no follow-through on promised call backs.
To make matters worse, I’ve repeatedly been told the website is “fine” when it clearly isn’t.
This has cost my business thousands in lost revenue, and I’m still chasing both a proper fix and compensation.
Would not recommend based on this experience.
23. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Matthew,
Thank you for taking the time to share your feedback. We’re very sorry to hear about the significant disruption you experienced following what was expected to be a short maintenance window, and we understand how frustrating and costly extended downtime and ongoing website issues can be for your business.
We sincerely regret the impact this situation has had, particularly with missing pages, display errors, and the difficulty you encountered while trying to obtain clear updates and follow-through from support. Being advised that everything was functioning normally while issues were still present would understandably add to your frustration, and we apologize that your experience did not reflect the level of accountability and communication we aim to provide.
Your concerns are taken seriously, and we would appreciate the opportunity to review your case in detail, including the maintenance event, the handling of your support requests, and the ongoing technical issues you have reported. Please contact us at reviews@digitalpacific.com.au with your account details and any related ticket references so our team can investigate further and follow up with you directly.
Thank you again for bringing this matter to our attention.
Kind regards,
Bern O.
Online Experience Specialist
Used to be good when it was Australia…
Used to be good when it was Australia based, but now all help desk outsourced overseas - long wait times (1hr+) for support.
20. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Marc,
Thank you for taking the time to share your thoughts with us.
I’m truly sorry to hear about the frustration you’ve experienced with our support service, especially regarding the long wait times. We completely understand how inconvenient this can be, and I sincerely apologize for any inconvenience caused.
We genuinely value your feedback, as it helps us reflect on how we can improve our support experience. I would really appreciate the opportunity to look into your situation in more detail and see how we can assist further. Please feel free to reach out to us at reviews@digitalpacific.com.au with your account details so we can follow up appropriately.
Thank you again for bringing this to our attention. Your input is very important to us, and we are committed to doing better.
Kind regards,
Cathy T.
Online Experience Specialist
Their support is appalling . Will only answer in a reasonable time if its a sales enquiry
Their support is appalling and the setup of my VPS service still is not working. They say whilst on the phone on hold to support that for quick service, use their support chat, it is even slower in reality.
Avoid these guys
19. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Simon,
Thank you for taking the time to share your experience with us.
We sincerely apologize for the difficulties you’ve faced with our support team and the issues with your VPS setup. We understand how frustrating it must be to wait for assistance and to encounter delays in getting your service working properly. This is not the standard of service we strive to provide, and your concerns are taken very seriously.
We would greatly appreciate the opportunity to review your situation in detail and work with you to resolve it. Please reach out to us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up as quickly as possible.
Thank you again for your feedback. It helps us improve and better support our customers.
Kind regards,
Cathy T.
Online Experience Specialist
62+ hours and counting of downtime...
62+ Hours since the server upgrade that will have "minimal impact" on our services was "completed". No emails, no websites, minimal support since. There are about 2 people at Digital Pacific that know what they're doing and they don't have the access they need to fix all the problems.
I have several unanswered support tickets, I've lost about 24 hours in total so far working on this, much of that sitting on hold trying to get through to tech support.
Avoid their "Quick chat" at all costs. I had a chat opened yesterday for 3 hours. A very detailed description sitting in that chat. I stepped away from my screen for 10min and during that time someone from Digital Pacific entered the chat, asked if I was there, gave me 60 seconds to respond and closed the chat... all they had to do way read my previous message and start working through the issue.
Digital Pacific is owned by Newfold Digital now, the CEO Sharon Rowlands who is steering this ship, clearly is trying to destroy the brand for some reason. Whatever costs they are trying to save, they will lose ten-fold in customers who leave.
I would avoid Digital Pacific and any company owned by Newfold at all costs.
19. März 2026
Bewertung ohne vorherige Einladung
Antwort von Digital Pacific
Hello Ant,
Thank you for taking the time to share your feedback.
We sincerely apologize for the prolonged downtime following the recent server upgrade and for the challenges you’ve experienced with emails, websites, and accessing support. We understand the impact this has had on your work and how frustrating it must be to encounter delays and unresolved tickets.
This is not the standard of service we aim to deliver, and we take your feedback very seriously.
We would like the opportunity to review your case in detail and provide the assistance you need. Please contact us at reviews@digitalpacific.com.au with your account details so we can investigate and follow up as a priority.
Thank you for bringing this matter to our attention. Your feedback is vital in helping us improve our services and support.
Kind regards,
Cathy T.
Online Experience Specialist
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