Brixly - Cloud and Reseller Hosting Reviews 

Reply from Brixly - Cloud and Reseller Hosting

Nov 17, 2025

I'm Dennis Nind, the original CEO of Brixly and now CXO following the Enix acquisition. I want to start by saying I'm genuinely sorry for the experience you've had with us.

You're absolutely right – our response times took a real hit during the transition, and that's simply not acceptable, especially for a loyal client who's been with us for five years. I won't make excuses for it. The integration was rougher than any of us anticipated, and our support suffered as a result.

I'm pleased to say we've been working flat out to get things back on track. Our average response time is now under 30 minutes, and we've recently rolled out live chat to all customers at no extra cost, with response times typically under 4 minutes. We're not perfect yet, but we're getting back to where we should be.

I'd really like to speak with you directly about your experience and see what we can do to make this right. I've tried to locate your account but haven't been able to find it in our system – would you mind getting in touch with me directly? To do so, please reach out via the Sales and Billing team on a ticket, and ask for the ticket to be forwarded to myself directly, where I would love the opportunity to discuss this further.

Again, I'm truly sorry we let you down.

All the best,
Dennis

Reply from Brixly - Cloud and Reseller Hosting

Nov 17, 2025

Dennis Nind here – I was Brixly's original CEO and I'm now CXO following the Enix acquisition.

I've just read your review and I'm really sorry. There's no getting around it – we let you down. Having your services down and not getting a response for 24 hours is absolutely unacceptable, and I completely understand why you're warning others off.

The transition period was more challenging than we anticipated, and our support got stretched far too thin. Customers like yourself ended up waiting far longer than they should have, and that's on us.

We've been working hard to get things right again – response times are now averaging under half an hour, and we've added live chat that's typically answered in a few minutes.

I know that probably doesn't mean much to you at this point, but I'd genuinely like to understand what went wrong with your specific situation and see if there's anything I can do to help. The trouble is, I can't find your account from the review. If you're willing, please drop me a line by popping a ticket in to our sales department, and ask for the ticket to be forwarded to me personally, and I'll look into it as a priority for you to see what we can do to make things right.

Kind regards,
Dennis

Reply from Brixly - Cloud and Reseller Hosting

Mar 11, 2026

Thank you for taking the time to update your review and for your honesty. I’m glad to hear the billing issue was resolved and the refund processed, but I completely take on board your point regarding the delay in communication.

To provide a bit of context, our 24/7 support is primarily focused on technical and emergency issues to ensure websites stay online around the clock. Our Billing and Sales departments operate on a more traditional schedule and don't have the same 24/7 coverage. This is why technical queries usually see a response in under an hour, whereas billing matters—like your Direct Debit query—can naturally take longer to be picked up, especially over a weekend.

I also appreciate your feedback regarding the system limitation with Direct Debit cancellations. It’s a fair point, and I’ll be looking into how we can make this clearer to our customers during the cancellation process to avoid any future surprises.

We’re working hard to bring our administrative response times closer to the speeds of our technical team, and your feedback helps us highlight exactly where we need to tighten things up.

If there’s anything else I can do to help or if you'd like to discuss this further, please don't hesitate to reach out and ask for me, Dennis Nind, directly.

Best regards,

Dennis Nind
CXO, Brixly

Reply from Brixly - Cloud and Reseller Hosting

Nov 17, 2025

Dennis Nind here – original Brixly CEO, now CXO.

I'm sorry to hear about your experience, particularly with the reseller account issues. Having something broken straight out of the box isn't good enough, and I can understand your frustration.

You're right that our support hasn't been where it should be – the back-and-forth to get proper answers is something we've been actively working to improve. We've recently introduced live chat for all customers, which should help get issues like yours resolved much more directly without the endless ticket ping-pong.

On the phone support front, I should mention that we do offer this, though it's currently available for our premium hosting tiers, including premium reseller accounts. That said, I appreciate that doesn't help if you're trying to get presales questions answered or sort out initial setup issues.

I'd really like the chance to review what happened with your account and those tickets. If you're open to it, could you raise a ticket with our sales team and ask them to forward it directly to me? I'll personally go through everything and make sure we get any outstanding issues properly sorted.

Thanks for taking the time to leave feedback – even when it stings a bit, it helps us know where we need to do better.

Cheers,
Dennis

Reply from Brixly - Cloud and Reseller Hosting

Nov 17, 2025

Dennis Nind here – I founded Brixly and I'm now CXO after the Enix acquisition.

That's pretty clear feedback, and I'm sorry we've been so poor for you over the past year. A year of bad service is a long time to stick with us, and I appreciate you taking the time to let us know how you feel.

The last year has been challenging – we went through significant changes during the acquisition, and our service quality dropped as a result. That's not what you signed up for, and I completely understand your frustration.

We've been making changes to get back on track. Response times have improved considerably – we're now averaging under 30 minutes, and we've brought in live chat with responses typically within a few minutes. It's not perfect yet, but we're getting there.

I'd like to understand more about what's been going wrong for you specifically. Would you mind opening a ticket with our sales team and asking them to forward it to me directly? I'll review your account personally and see what we can do to sort things out.

Thanks for sticking with us this long – hopefully we can start earning back your trust.

Best,
Dennis