I asked a simple question via Digital Pacific's online assistant. While it took a few minutes to find the technical person to answer my inquiry, it was all sorted out. Thanks, Aswin for your help. It... See more
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Our website went down and Digital Pacific were right on it. Both by email reply and live chat. Very patient and methodical and we were back up and running in no time. And all at nearly midnight. Aswin... See more
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My previous business was a client of Digital Pacific for simple web and 5 email hosting and their tech support was great (I am not very computer smart)! I recently contacted them for hosting of 3... See more
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Mu experience with Ashkay from Crucial and digital Pacific has been outstanding. He has gone above and beyond to assist me in getting the best hosting plan for my needs. Unlike many providers, he call... See more
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Company details
Written by the company
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.
Contact info
60 Pitt St, 2000, Sydney, Australia
- 1300 694 678
- www.digitalpacific.com.au
4.3
Excellent
777 reviews
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"Good staff, broken support model — security issues buried and unresolved
I have been a Digital Pacific customer for many years and this review is not written lightly.
Three weeks ago I identified a serious security concern on my managed VPS. I raised it through the support ticket system with specific, numbered questions.
What followed was a rotation of junior staff, templated responses, and partial answers that created more confusion than they resolved.
Sensitive server data was sent via an expiring third-party link that had already expired by the time the ticket was visible to me — a three-day delay in their own system.
I was told a root password reset had been completed this morning. The new password has not been sent to me despite being told it was sent to me via registered email.
More serious security matters on the server remain unresolved after three weeks of correspondence.
I have spent an enormous number of hours on this. The personal cost — in time, stress, and disruption to active client work — has been significant. Digital Pacific's support model relies on clients accepting vague reassurances. I do not.
I still want this resolved. But the experience to date has not reflected the standard a managed server customer should expect.
UPDATE ON THIS REVIEW
"Good staff, broken support model — security issues buried and unresolved
Following my earlier review, Digital Pacific responded publicly on Trustpilot asking me to email further details to resolve my outstanding issues. I did so. I want to be clear about what those issues were and how they were ultimately resolved — because the resolution did not come from Digital Pacific's support process.
I had been trying to obtain my root password after a server security incident. I was told twice by phone that it would be posted securely in my Client Area portal. It was not there. Their own email stated it had been sent to my registered email address. It had not arrived. After weeks of following their process, I located the root password myself — in my server profile. Digital Pacific did not deliver it to me. I found it.
I had also requested written confirmation that all SSH keys had been removed following the security incident. That confirmation did eventually come — from Varsha, who I want to acknowledge as one of the more capable and thorough members of the team. However, the confirmation was buried inside a general email covering multiple unrelated matters. A security matter of this seriousness deserved a clear, standalone, formally documented response. That is not what I received.
That detail alone illustrates the problem. It is not the individual staff members — it is a support model that does not give security issues the structured handling they require. Complex matters get routed through people who are overworked and under-resourced. Tickets get cleared. Confirmations get buried. And the customer is left to piece it together themselves.
I have been a Digital Pacific customer for many years. That loyalty deserves better than this.
May 16, 2026
Unprompted review
Reply from Digital Pacific
Hi Customer,
Thank you for sharing your feedback, and we’re sorry to hear about your experience regarding the handling of your managed VPS security concerns, delayed responses, and the root password reset request. We aim to provide high-quality service and understand your concerns about the value you’re receiving, particularly when it comes to security-related matters that require timely and clear communication.
To better understand and address the issues you've mentioned, could you kindly provide your customer ID, domain name, and any relevant case number by emailing us at reviews@digitalpacific.com.au? We’d like to investigate this further, review the interactions you've had with our support team, and work towards a resolution.
We appreciate your time and the detailed feedback you have provided. Your concerns are important to us, and we hope to have the opportunity to assist you further and improve your experience.
Regards,
Renan D.
Online Experience Specialist
Thanks Prakruthi for helping me with my…
Thanks Prakruthi for helping me with my issue of fraud email in quickly manner.
June 5, 2026
Unprompted review
Reply from Digital Pacific
Hi Gagandeep,
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
My VPS server with DP suddenly died
My VPS server with DP suddenly died and access to my website stopped. Followed the usual route of trying to diagnose and triage the problem through the control panel with no avail. Ended up logging a ticket. About 3 hours later with no response to my ticket, ended up using their chat agent which got my issue escalated to L2 ( i guess passed onto a real tech ) who investigated the problem and got it sorted out (about 5 hours after the initial event). I guess theres been a bit of bad experience around recently with DP moving off shore and I thought this instance may have been related to the outage in May. Why my VPS stopped wasnt explained so I hope its a one off, but Ill be watching more closely.
Thanks again to Varsha K. for getting it working again - that was appreciated
June 4, 2026
Unprompted review
Reply from Digital Pacific
Hi Customer,
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
The person I spoke with was very…amazeballs!
The person I spoke with was very helpful. They sorted out my issue super quick, which I was surprised by - I left the call as a very happy camper
June 3, 2026
Unprompted review
Reply from Digital Pacific
Hi Amnys,
Thank you so much for taking the time to post a positive review.
It is our commitment to deliver the best-in-the-world class customer experience. Rest assured that we always strive every day to provide you with quality service that will meet and exceed your expectations.
Should you need further assistance or have any questions in the future, feel free to contact us anytime. We are always here to listen.
Thank you for being the best part of Digital Pacific.
Regards,
Renan D.
Online Experience Specialist
It’s not the same Digital Pacific I…
It’s not the same Digital Pacific I used to know. Responsive=0
Communication =0, I’m afraid from technical perspective too.
June 2, 2026
Unprompted review
Reply from Digital Pacific
Hello Tiffan,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and that you feel our responsiveness and communication have fallen short of the standards you previously knew us for. We also acknowledge your concerns regarding our technical reliability and understand how unsettling that can be for your operations.
We understand how frustrating it is to feel left without clear communication or timely support when you need it most. This is definitely not the level of service we aim to provide, and we take your feedback seriously as we work to restore your confidence in us.
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 or any open ticket numbers 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
Megha helped me with my payment
Megha helped me with my payment, all very easy. Small problem with audio quality.
June 3, 2026
Unprompted review
Reply from Digital Pacific
Hi Michael,
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
Technical support has been great
Technical support has been great - usually resolving issues the first time around, and usually only have to wait for a minute or so to get connected to support. Nikita S. was the latest tech I talked to and solved my problems immediately. 5 stars.
June 3, 2026
Unprompted review
Reply from Digital Pacific
Hi David,
Thank you so much for taking the time to post a positive review.
It is our commitment to deliver the best-in-the-world class customer experience. Rest assured that we always strive every day to provide you with quality service that will meet and exceed your expectations.
Should you need further assistance or have any questions in the future, feel free to contact us anytime. We are always here to listen.
Thank you for being the best part of Digital Pacific.
Regards,
Renan D.
Online Experience Specialist
Rabeen has been excellent to deal with…
Rabeen has been excellent to deal with and really helpful with everything I need and require , he’s made the process so easy and seamless
June 2, 2026
Unprompted review
Reply from 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
Issue with nameservers and things being…
Issue with nameservers and things being pointed to the wrong place. Thank you for your help resolving the issue.
June 1, 2026
Unprompted review
Reply from Digital Pacific
Hi Jane,
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
Reply from Digital Pacific
Hi Shrungashree,
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've always been able to contact this…
I've always been able to contact this company without issue and have been assisted each time. Courteous and fast. I just renewed as a result of this. Thank you DP
June 1, 2026
Unprompted review
Reply from Digital Pacific
Hi Sue,
Thank you so much for taking the time to post a positive review.
It is our commitment to deliver the best-in-the-world class customer experience. Rest assured that we always strive every day to provide you with quality service that will meet and exceed your expectations.
Should you need further assistance or have any questions in the future, feel free to contact us anytime. We are always here to listen.
Thank you for being the best part of Digital Pacific.
Regards,
Renan D.
Online Experience Specialist
unreliable, unresponsive and unhelpful
I was a client for nearly 10 years but recently migrated away to an alternative. This review is a cautionary tale.
Originally regarded as one of the best providers at the time, after a series of overseas acquisitions (hostopia/newfold who also own other australian based providers so be careful!) they have aggressively striped back the operations of the business to such an extent that the services they offer are extremely brittle and paper-thin. Interaction with technical support is always a frustrating experience, long delays and often almost always poor outcomes initially that requires multiple rounds to get a correct resolution.
The breaking point for me was a 19 hour outage. Based on limited technical evidence I was able to gather I am quite certain the issue caused by poor management of their networking equipment and amplified by extremely poor support engagement. 17 hours of the 19 hour outage i was unable to contact anyone inspite spending the entire night trying to. The exact nature of the issue remains unclear because of their lack of transparency and candour even a month after the incident. I provided them detailed analysis , logs of networking traffic etc and their post-moterm engagement has been as appalling as the incident itself.
If you manage critical infrastructure, expect responsive techncial support and you need a provider who actually strives for and honours the SLA's they publish on their website then you need to keep well away from digital pacific.
May 18, 2026
Unprompted review
Reply from Digital Pacific
Hi Andrew,
We’re sorry to hear about your experience and appreciate you taking the time to share your concerns. This is certainly not the level of service we aim to provide, and we understand how frustrating it is to experience a prolonged outage, and difficulty receiving the support you expected.
We truly value your loyalty over the past 10+ years and appreciate the trust you have placed in us throughout that time. We regret that this recent experience has left you feeling disappointed.
We would like the opportunity to review this matter further. Please reach out to us with your account details and any relevant information at reviews@digitalpacific.com.au, so we can investigate this thoroughly.
Your feedback is important to us, and we are committed to improving our processes and customer experience. We hope to have the chance to address this for you directly.
Regards,
Renan D.
Online Experience Specialist
TERRIBLE TERRIBLE
TERRIBLE TERRIBLE
3 DAYS OUR DEDICATED SERVWR IS DOWN AND NO SUPPORT AVAILABLE
May 8, 2026
Unprompted review
Reply from Digital Pacific
Hello Customer,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience with your dedicated server being down for several days and the difficulty in accessing support during this time.
We understand how frustrating and disruptive it is when a critical service remains unavailable for an extended period, especially when timely support is needed. 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 assist you 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
OUTAGE
A whole day outage? Status says you resolved it where did you resolved. You've put a whole days operation down
May 18, 2026
Unprompted review
Reply from Digital Pacific
Hello Customer,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience regarding the service outage and the confusion around the status update.
We understand how frustrating it is when a prolonged outage disrupts your operations, especially when there appears to be a mismatch between the reported status and the service experience. 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
good experience was very quick in…
good experience was very quick in responding
May 10, 2026
Unprompted review
Reply from Digital Pacific
Hi Lars,
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,
Renan D.
Online Experience Specialist
Ruzzel has been so helpful with my DNS…
Ruzzel has been so helpful with my DNS problems! Thanks Ruzzel
May 5, 2026
Unprompted review
Reply from Digital Pacific
Hi Ruzzel,
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
Long time customer that has had enough…
Long time customer that has had enough of beyond poor support when there has been support request raised. Will not provide updates on actions taken and will skirt around keeping customers in the loop by only providing generic scripted responses. I also have serious doubts that their support teams have the necessary skill set to provide timely support which is advertised as 24/7. I've put up with price rise after price rise with no added value from my experience. I will be taking my business elsewhere
May 2, 2026
Unprompted review
Reply from Digital Pacific
Hello Matt,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience, particularly regarding the lack of clear updates, the quality of support provided, and your concerns about the value of our services over time.
We understand how frustrating it is to feel that your concerns are not being properly addressed and that communication has not met your expectations. We also acknowledge your concerns about response quality and support availability. 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
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.
March 18, 2026
Unprompted review
Reply from 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.
April 11, 2026
Unprompted review
Reply from 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
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.
March 26, 2026
Unprompted review
Reply from 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
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