Like everyone else, I received the email announcing the upcoming price changes starting on 01/06.
To soften the impact, I changed my hosting plan yesterday ... by downgrading ... which inevitably raised the issues discussed in another thread.
I was surprised during this plan‑change request to have nothing to pay; I expected to have to pay for the new plan and for my old one to end at the same time, losing the remaining time. In fact, to minimize that loss I waited until yesterday to make the change because my renewal anniversary is 09/06. At least that’s what I read in the guide: "When you modify your initial plan to a lower‑priced plan, the remaining subscription time for the initial plan is permanently lost. No refund for that remaining time will be issued, even if you had several months left. You will therefore have to pay the full amount for the lower‑priced plan."
This morning I tried to renew my hosting before 01/06, which according to the terms of the email should trigger a renewal at the old price, but in my case which price should apply – the old one or my new plan, as the guide explanation above would suggest?
But what a surprise when I see that in the manager I’m being offered to renew the old plan at the new prices!!!
I opened ticket # [CS15816237](javascript:void(0))
While waiting for a possible support reply, how should I proceed with renewal?
Hello Driver,
After analyzing support ticket "CS15816237", we see that it is currently being processed by our "Web" department.
As part of the upcoming price change for "Web Hosting" offers scheduled for "June 1, 2026", we had indicated that a renewal made before that date would allow you to keep the current pricing terms.
Upon verification, some renewals made before "June 1, 2026" can currently be offered at the new price due to a malfunction, and we are sorry about that.
However, rest assured, if you wish to renew your offer while keeping your current pricing terms, we invite you to complete your order at the price displayed before "June 1, 2026".
Once the order is placed, OVHcloud will carry out an adjustment corresponding to the difference between the price applied at renewal and the price that should have been offered before "June 1, 2026".
This adjustment will be made as a refund to the payment method used, and the processing will be carried out by our teams during June.
We are aware of the difficulty this may cause and we are sorry we do not have any other solutions for you at the moment.
Thank you for your understanding,
Apparently you haven't taken note of the last message I sent in response to support.
So I repeat:
I subscribed yesterday to the Performance 1 offer.
If I refer to the OVH guide https://docs.ovhcloud.com/fr/guides/web-cloud/web-hosting/how-to-upgrade-web-hosting-offer#modify it states: "When you change your initial offer to a lower‑grade offer, the remaining subscription time for the initial offer is permanently lost. No refund for this remaining time will be made, even if you had several months left on the subscription. You will therefore have to pay the full price of the lower‑grade offer directly."
The current price for Performance 1 is €19.99/month excl. VAT, so that rate must be applied to me, not the new Performance 2 price of €38.99/month excl. VAT as it appears in the manager.
I'm not asking for a commercial gesture, just for OVH to respect the conditions it set.
Please let me know the procedure to make this payment.
Therefore, in my case the malfunction I am experiencing is not the one you are describing. If there is no way to pay other than the proposed method, the upcoming refund is not the difference between the old and the new Performance 2 rate but between the new Performance 2 rate and the current Performance 1 rate, which is not the same amount, since the renewal cost of the old offer at the old rate is €318.31 whereas the cost of the ordered offer at the new rate is €289.64. Thus you are proposing to refund me €259.33 (577.64 ‑ 318.31) while the actual difference is €288 (577.64 ‑ 289.64).
Please confirm that the amount to be refunded is indeed €288.
Best regards
Thanks Gaston but I’ve already called support after opening a ticket; it was after that call that a response was posted above, nothing in support, and nothing else so far, even though my anniversary is approaching.
Without a response I followed up with support today at 11:03.
I just logged into the manager and what a surprise to see that my hosting, which had indeed been switched to “performance 1”, is now showing as “agency”!!!
In my previous message when I said I had followed up with support at 11:03 it was relative to the date I wrote the message, 02/06, but this one was posted the next day.
Still without any response from support, I contacted them by phone.
A new representative, to whom I explained my problem—my order for the lower‑tier offering—and who ultimately told me that he was forwarding my complaint to the claims department, which will handle the review of my case and will provide me with an answer as soon as possible....
I am quite stunned to see that, in fact, my complaint, now 7 days old, has not even been examined by the competent department even though the deadline for my hosting is approaching very soon.
Apparently there have been several bugs, both on renewals and on the downgrade, all likely aggravated by the plan changes on 01/06.
I wonder if now I should instead redo my plan‑change order from the manager?
Without any response from support while my hosting renewal was due in 2 days, I renewed my plan‑downgrade order via the manager.
Just like with my order from 27/05, and contrary to what the guide states, no payment was requested.
In fact, when I look at the generated €0 order form, it lists the current expiration date as the due date. Could it mean the conditions have changed, aligning them with the upgrade terms—so there would be no loss of hosting time, which would be more honest? If so, the guide should be updated.
After this order I wanted to see what the manager offered for renewal, and the order form was indeed at the price of the new selected plan, so I paid for that order.
My problem is now resolved, but what do I think of the support?
