Firstly, I'm going to be fair to Nitrado: Their game servers when they perform well are great to play on. I've been a loyal customer of theirs for 3.5 years without any performance issues as such. However, all that changed for me on the 17th December 2019.
I had to contact customer support, because I couldn't connect to my server anymore. I was immediately informed by Nitrado that the Left 4 Dead game on my host server was not patched to the latest version, which consequently stopped all my member-players from connecting to my game server.
This could have been a very simple fix, and all that was required was to patch the game from version 22.214.171.124 to 126.96.36.199. - something that could have been easily fixed within days, instead of many weeks.
Over the next few weeks I kept trying to reconnect to the server hoping it would be fixed, but it never got fixed. I kept emailing for an update as to when the server would be fixed. But I got no feedback. Then on the 9th Jan I tried reinstalling the L4D game for myself - and to my shocking surprise it had the latest patch applied. So why in hell didn't Nitrado's tech support fix this sooner and report this back to me and tell me a fix had been applied to the server?! And at what point did this fix get applied?!
I've finally got my modded server running again - but only through my own efforts, I also had to rebuild my modded-server with its many addons and also had to re-upload 13.5Gb of custom maps. That was a lot of extra work for me, and something that Nitrado could have easily fixed for me if they had been supportive to my pleas for help in the emails I sent them.
Nitrado's tech support has been a very bad experience for me, causing me prolonged stress and much anxiety over these past 3-weeks. This is extremely poor service from Nitrado! And that why their tech-support gets a 1-star rating from me. :(
If you're reading my post Nitrado, you can find my complaint emails with your support dept under ticket reference 10569883.