Indivision
09-08-2004, 05:02 PM
Hi,
I am currently in the middle of a fiasco that is causing me a great deal of stress and grief. I wanted to see if anyone else has been in a similar situation and can maybe offer me some advice.
I've had a deciated server with Canaca.com for about a year. Every once in a while there was downtime, and support was bad but I never needed it so for the most part I was a happy customer.
The server had been set up with an open mail server when I moved on to it. At the time I was unaware. Last monday, thge 30th of august. Someone hijcaked my smpt mail server and used it to send a whole bunch of spam. As a result people complained to Shaw Big Pipe who in turn threatened Canaca and Canaca shut off my server without warning me or giving me a chance to correct the problem or backup my data.
The day the server was shut down I was able to talk to a senior network admin, who told me there was no way they could put my server back online and I would have to find another hosting company. He promised to upload my data to my new server if I sent him my ftp info. I sent the ftp info into the support system a day or two later after finding a new host. Now, 1 full week after I sent the ftp info I still have not recieved my files. As a result Most of the 50 websites hosted on my server are still down.
Over the last week I have tried to keep pressure on to have my files sent to me but can't get any real response. Every once in a while I get a message through the support ticket system saying they will move it soon but I never get the files. I've tried phoning, but the only number they have is for sales and the sales people may promise to send a message to the admin but it never helps and I am still unable to contact him, other than indirectly through the ticket system.
I'm not sure If I've just pissed off the admin through my persistence or if they really are just to busy to send me the files as promised. I've tried to be polite and civil through everything but my stress level may have caused me to be less than rosy. I don't know wether to push harder or back off.
When they turned off my server without warning they broke the contract which stated that they would first contact me in the case that my server got complaints for spamming, and give me a chance to correct the problem. I don't know wether to try to use this fact to try to threaten legal action or just sit back and be as pleasant as possible.
Has anyone been in a situation like this before? Do you have any advice or ideas that could help?
Thank you very much.
I am currently in the middle of a fiasco that is causing me a great deal of stress and grief. I wanted to see if anyone else has been in a similar situation and can maybe offer me some advice.
I've had a deciated server with Canaca.com for about a year. Every once in a while there was downtime, and support was bad but I never needed it so for the most part I was a happy customer.
The server had been set up with an open mail server when I moved on to it. At the time I was unaware. Last monday, thge 30th of august. Someone hijcaked my smpt mail server and used it to send a whole bunch of spam. As a result people complained to Shaw Big Pipe who in turn threatened Canaca and Canaca shut off my server without warning me or giving me a chance to correct the problem or backup my data.
The day the server was shut down I was able to talk to a senior network admin, who told me there was no way they could put my server back online and I would have to find another hosting company. He promised to upload my data to my new server if I sent him my ftp info. I sent the ftp info into the support system a day or two later after finding a new host. Now, 1 full week after I sent the ftp info I still have not recieved my files. As a result Most of the 50 websites hosted on my server are still down.
Over the last week I have tried to keep pressure on to have my files sent to me but can't get any real response. Every once in a while I get a message through the support ticket system saying they will move it soon but I never get the files. I've tried phoning, but the only number they have is for sales and the sales people may promise to send a message to the admin but it never helps and I am still unable to contact him, other than indirectly through the ticket system.
I'm not sure If I've just pissed off the admin through my persistence or if they really are just to busy to send me the files as promised. I've tried to be polite and civil through everything but my stress level may have caused me to be less than rosy. I don't know wether to push harder or back off.
When they turned off my server without warning they broke the contract which stated that they would first contact me in the case that my server got complaints for spamming, and give me a chance to correct the problem. I don't know wether to try to use this fact to try to threaten legal action or just sit back and be as pleasant as possible.
Has anyone been in a situation like this before? Do you have any advice or ideas that could help?
Thank you very much.