We have this one customer who emailed us asking to cancel his account because he couldn't see his site for the past few days.

All our servers have brute force detection enabled, which denies and blocks very nicely if you attempt to access FTP with X failed attempts.

So obviously he was blocked for failed attempts, banning him from seeing his site.

Instead of emailing us directly and inquiring why this is so, he switches companies and asks for a cancellation. Which is fine, I have no problems at all with that as he is a month-to-month customer.

Now i'm wondering, for other hosts out there that have BFD, does this happen often? Do people just get up and leave without asking why?

Had one go a couple months ago same reason, we changed all our thresholds on services. I believe BFD is too strict and hence we adjusted it.

how and what did you adjust in BFD?

It may be possible to still salvage him as a customer. Try explaining what happened and that it is for security reasons.

Im sure there is a way to edit the number of tries they get...Set it at a higher number to avoid this issue again....

Tried explaining, didn't work. He already changed his DNS to somewhere else.

Not stressing that I guess, just bummed a bit that he didnt first contact us to even ask.

maybe put out an informational email to your customers.

If he was informed of the BFD before hand (ect. in signup email or the like) I would say that there are no way he should have a refund.

what if you have a custom product and they want a refund

When a customer's ip is banned, you must inform them immediately (or asap), and explain to them what happened.

Explain to the customer what the reason for the problem was.

If he doesn't want to stay, let him go on good terms. There's nothing you can do about it.

Originally posted by WebMate
When a customer's ip is banned, you must inform them immediately (or asap), and explain to them what happened.

Sorry, I've got to agree. Many people don't even check, so you have to take action if you want the customer to stay. However, the system is too strict anyway ;)

Just curious, how many fialed attempts does it allow and in what time period?

*failed

I really wish someone would disable to edit timer, it's completely pointless.

Originally posted by WebMate
When a customer's ip is banned, you must inform them immediately (or asap), and explain to them what happened.

LOL, this maybe possible if you have a handful of clients