Lack of Support, Unresolved Issues & Hosting Suspened due to that

  • bondhighplus

    (@bondhighplus)


    1 month ago

    I was genuinely hopeful when I returned to try FastPixel after initially testing it during its beta phase. Back then, I had shifted to LiteSpeed due to missing features but was excited to give it another shot. Unfortunately, the experience this time was equally disappointing, mainly due to a lack of effective support.

    Initially, I contacted FastPixel support about a CORS error & 404s for FastPixel’s CSS/JS broken files preventing proper font loading on my site. Despite providing all details and screenshots, their response lacked depth and follow-through. They stopped replying after vague suggestions, and the issue remained unresolved.

    It got worse after week or 2 after enabling FastPixel, my hosting account was suspended due to excessive CPU usage. My host flagged 100+ PHP processes consuming nearly 300MB each. Here’s part of the suspension message:

    “Unfortunately we’ve had to suspend your account due to extremely high resource usage… Process Count: 105 (Killed)”

    Disabling FastPixel immediately resolved the issue—CPU usage dropped and the site returned to normal. No other plugins or cron jobs were involved.

    It’s unfortunate, as I really wanted to make this work. But when support is unresponsive and the plugin creates persistent front-end errors with no proper resolution path, it leaves users with no option but to switch to alternatives

    I’ve refrained from writing a review for a month hoping for resolution, but now feel obligated to share my honest experience so others can make an informed choice.

    • This topic was modified 1 month ago by bondhighplus.
    • This topic was modified 1 month ago by bondhighplus. Reason: Typo
Viewing 1 replies (of 1 total)
  • Plugin Support Adrian

    (@adrianrus)

    1 month ago

    Hi,

    Thank you for taking the time to test FastPixel again and for sharing your feedback.

    From what I’ve seen you did receive help with the initial CORS issue even though CORS issues are related to your hosting provider and do not have anything to do with our plugin or service. As our caching plugin leverages a powerful optimization cloud, the variety of WordPress setups, plugins, and themes can sometimes lead to unexpected behavior in certain configurations. While we strive for seamless compatibility, there are indeed cases where the results can be underwhelming—and I’m sorry to hear yours was one of them.

    Our support team did provide clarifications about how we manage incoming requests. We handle each issue based on a queue system to ensure fairness for everyone, and unfortunately, we couldn’t prioritize your case over others. I understand this can be frustrating, especially when you’re eager to see things resolved quickly.

    Regarding the high CPU usage: I’m sorry that happened. Of course, had you noticed this sooner, simply deactivating the plugin would’ve immediately stopped it—just as it eventually did. Didn’t you notice this problem before your hosting told you about this?

    That being said, I do genuinely appreciate the effort you put into testing FastPixel and, especially, the gesture of registering on WordPress.org just to leave us your review. That kind of dedication doesn’t go unnoticed 🙂

    While this wasn’t the experience either of us hoped for, your feedback helps us improve, and we hope you might give FastPixel another try in the future on different other websites.

    Best regards,

Viewing 1 replies (of 1 total)
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