Same here, not even sure the order went through. Pretty unprofessional. Hope they start communicating soon.
This delay is typical for new customers.
Not a new customer here, have used webhosting and root server before.
This delay is typical for new customers.
Nope. For old customers as well. I have been waiting for a response which I raised.
Not a new customer here, have used webhosting and root server before.
Same here.
https://www.netcup-status.de/2024/11/verzoegerungen-in-der-ticketbearbeitung-2/
QuoteDue to the current high volume of support requests, there may currently be delays in processing incoming emails and messages via our contact form.
We are working on catching up as quickly as possible and thank you for your understanding.
Yup, but this was already a situation since 2 or 3 weeks. The date on the status page seems to be incorrect.
Hi all,
first of all: thank you for your feedback!
We are aware that some customers unfortunately are waiting for our support team, and we reached out internally, as we know that this situation can be inconvenient for some of you.
The message on the netcup status page about the increased support volume and delayed ticket processing is still valid. Due to the changeover to collective invoices and Black Week, support is currently very busy and is doing its utmost to respond to every ticket as quickly as possible. We can therefore only ask for a little more patience - our team is doing their very best.
We also have a small note: As mentioned above, we understand that it can be inconvenient to wait longer than usual for an answer, but we cannot help directly here in the forum. You already did the right thing and got in touch with our support team.
We ask for your understanding in this situation and hope that we have been able to provide you with a little more clarity.
Thank you everyone! 
Kind regards
Sarah & the netcup team
To enhance your communication practices, you might consider the following best practices commonly used by customer-focused organizations:
I'm confused... - or this this written by ChatGPT?
Implement an SLA (Service Level Agreement): Setting clear expectations for response times can reassure customers that their concerns are being addressed within a defined timeframe. Even if the resolution might take longer, knowing when to expect an update makes a significant difference.
Our response promise
If we receive your ticket before 5pm CET on german weekdays (Mon-Fri), we promise to respond to your request the same day.
Requests from outside Europe are processed within 24 hours due to the time difference.
That's a clear expectation for a response time.
Automated Updates: Sending periodic updates on the status of open tickets, even if there is no immediate resolution, can show customers that their cases are still actively being worked on.
Usually if the ticket gets forwarded to another departent you get a message about this. I've experienced this often myself.
Proactive Engagement: In situations like these, leveraging forums, newsletters, or even social media to proactively inform customers about delays and steps being taken to resolve them can significantly improve perceptions of your brand.
https://www.netcup-status.de/2024/11/verzoegerungen-in-der-ticketbearbeitung-2/
Dedicated Emergency Line: For critical cases, consider providing an expedited support channel to address urgent issues promptly.
Same Support Page, just scroll down.
Emergency Support
Is your web account or server unavailable? Do you suspect a technical failure or malfunction? At netcup, we understand that a smooth online presence is crucial. If you encounter irregularities in the accessibility of your web account or server, we offer you transparent information about possible disruptions. Visit our page netcup malfunctions to view current reports on technical failures and find out whether the malfunction is already known. If not, you can reach one of our technicians around the clock directly via this telephone number: +49 721 754 0 755 5
This delay is typical for new customers.
It shouldn't be, and it's really rather unprofessional to delay support responses, at all. This is how you lose business, in a heartbeat. Ignore your new customers, or potential ones. One shouldn't have to spend money by calling an international # just to get proper support!
I've been in the hosting industry since 2002, as a business owner, and support operator. It is, without a doubt, 100% unprofessional and ridiculous to expect clients to wait days for support to 'get around to them'.
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