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  1. #1
    Join Date
    Jun 2006
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    APE: 6202A
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    1,278

    Server terminated by hivelocity

    Hi, my first issue from a server terminated:

    1) I never receive the email from Hivelocity about this issue
    2) I notice that my server was down, so I login my client area, whitout success.
    3) I contact Hivelocity via they live chat about this issue, and they tell me that my server was spaming.
    4) I don't have access to my server now, so hos can I check this!?!...
    5) Just contact Steve about that, hope he could gear this issue ASAP.

    BTW, I never host these domains from my server, I just host my personnal website.

    Just wonder, how you guys gear this situation, thanks.

  2. #2
    Join Date
    Sep 2004
    Location
    Italy
    Posts
    1,673
    Did they not suggest you a solution? They just said "we terminated you for spamming, bye"?

  3. #3
    Join Date
    Jun 2006
    Location
    APE: 6202A
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    As I said above, I did not receive mail from they abuse dept, and when contacting Hivelocity via they live chat ( I'm sure and certain that was less than 24h ).

    Mail according to they record was sended on Thursday, April 12, 2007 9:42 PM

    I contact them a few hours ago.

    So I'm pretty sure, that was less than 24h.

    ----------------------------------------------------------------

    Hello,

    xxx.xxx.xxx.xxx is in direct violation of the HiVelocity AUP located here:

    http://v2.hivelocity.net/Company/aup.php

    This server has been listed as a spource in spamhaus listing of hivelocity IP addresses. Your server is now terminated from the network:

    http://www.spamhaus.org/sbl/sbl.lasso?query=xxxxxxxxx

    You may contact your account manager with any questions or concerns you may have.

    Thank you!

    ---------------------------------------------------------------

    Thats all... and server offline...

    ---------------------------------------------------------------

    I notice that:

    http://www.spamhaus.org/sbl/sbl.lasso?query=xxxxxxxxx

    The reference xxxxxxxx is not in the SBL database.

    This may be because the issue has been resolved and removed from the SBL.

    ----------------------------------------------------------------

    Can it be done so quick...

  4. #4
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,616
    If a host get something listed in the SBL and says the source has been terminated then it can be dropped in a few hours but bottom line is that SBL blocking causes huge amounts of issues for hosts (and yes I've been there) and if its bad I can understand immediate termination.
    Russ Foster - Industry Curmudgeon
    Freelance Sysadmin for Hire - email vaserv@gmail.com

  5. #5
    Was one of your clients spamming?

    Was this a managed server?

    Were you monitoring your mail queue?
    EuroVPS VPS Hosting - Virtual Private Servers | Web Hosting | Dedicated Servers
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  6. #6
    Join Date
    Jun 2006
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    APE: 6202A
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    They can simply terminate the account/domain spamming, then email me again so I can have a look.

    In less than 12hours they unlup my server and also terminated my access into they client area...

    BTW, accord to the whois search the domain name who spamming from my server have not record from updated mofifications since I got the server from 23/03/2007!?!...

    Can you explain this...

    I know I'm not a big customer at they eyes, I just have the low/entry celeron whith Hivelocity, I have 4 others bxo from 1paket, 3 with SL, 3 with my contry DC... I never seen that before...

    They simply just put me out of they business like a dirty bag of potatos....

    Is this normal from a company like Hivelocity!?!...

  7. #7
    Join Date
    Dec 2006
    Posts
    4,151
    For any large company, yes.
    Even companies like LayeredTech nullrouted a dedicated server because of reported copyright violation (in which a web proxy hosted was used to access copyrighted content) which was already deleted.

    Frankly, its sad that when issues arise, some providers think its easier for them to just stop the server rather than debate it out with the customer.
    It may, however, sometimes be wise to do so especially if there are already problems with them.

  8. #8
    Join Date
    Jan 2004
    Location
    Chicago
    Posts
    984
    Not all providers handle spamming, DMCA, or copyright violations the same.

    Honestly you can't trust their stated ToS or even what they tell you. About the only way is to read reviews or reports by other users on the forum for how [x] host handled their case, and your own personal experience with the hosts you've used.

    Keep in mind when running your own dedicated server, and your own websites, when your provider does warn you about an issue you need to handle and resolve it quickly and professionally while letting them know it's been taken care of.

    Personally IMO SoftLayer has been a good provider in regards to abuse complaints and allowing enough time to resolve them.

    I'm only making an assumption here, but with budget hosts where you're only paying $50-100 for a server, most of those providers can't justify or afford to spend a lot of support time with you, especially on abuse complaints that can affect their other clients and network.

  9. #9
    Join Date
    Feb 2005
    Posts
    299
    Quote Originally Posted by sshepherd View Post
    Personally IMO SoftLayer has been a good provider in regards to abuse complaints and allowing enough time to resolve them.
    I second that, their understanding and patience is above any other provider. They do not turn a blind eye and terminate without any proper research and reasoning with you beforehand. My server was subject to spam abuse for 1-2weeks, throughout the time I explained the problem and they were happy with my response.

  10. #10
    Hivelocity does normally give its customers an opportunity to correct the problem or explain the situation before the server is pulled or nulled in the event we get AUP violoation complaint. We know complaints can be misdirected due to spoofing and other spammer trickery. However, when a customer gets listed on Spamhaus and gets our ips blacklisted that opportunity to explain is normally while the server is nulled.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  11. #11
    Join Date
    Jun 2006
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    Steve ( ticket : FXV-553503 ).
    1) As I mentionned, I did not receive your first email.
    2) I did contacting you max. 12hours after your first email.
    3) You never let me time to check it from my server.

    The server is now offline, so I wait you to provide me if possible logs/proof that my server was spamming with domains names hosted from this same server.

    Thanks.

    BTW, no clients/customers on the server, just my own website...
    Last edited by hosteur; 04-13-2007 at 04:46 PM.

  12. #12
    Join Date
    Apr 2004
    Posts
    1,834
    Quote Originally Posted by HivelocityGM View Post
    However, when a customer gets listed on Spamhaus and gets our ips blacklisted that opportunity to explain is normally while the server is nulled.
    Shoot first and ask later.
    Ray Womack @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
    Featuring the atOmicSTACK ● Speed ● Performance ● Reliability

  13. #13
    Quote Originally Posted by hosteur View Post
    Steve ( ticket : FXV-553503 ).
    1) As I mentionned, I did not receive your first email.
    2) I did contacting you max. 12hours after your first email.
    3) You never let me time to check it from my server.

    The server is now offline, so I wait you to provide me if possible logs/proof that my server was spamming with domains names hosted from this same server.

    Thanks.

    BTW, no clients/customers on the server, just my own website...
    You need to open a trouble ticket requesting information. If you didnt get our email then you probably host your email on the same server we took offline. You should also contact Spamhaus and see why they blocked our ips due to your server.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  14. #14
    Join Date
    Jun 2006
    Location
    APE: 6202A
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    Hello,

    xxx.xxx.xxx.xxx is in direct violation of the HiVelocity AUP located here:

    http://v2.hivelocity.net/Company/aup.php

    This server has been listed as a spource in spamhaus listing of hivelocity IP addresses. Your server is now terminated from the network:

    http://www.spamhaus.org/sbl/sbl.lasso?query=xxxxxxxx

    You may contact your account manager with any questions or concerns you may have.

    Thank you!

    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net

    ---------------------------------------------------------------

    Just receive another mail right, and poof, bye...

    The problem is they gave me a list of source with domain name that I never hear and also never hosted from my server....

    Thanks, Hivelocity...

    ----------------------------------------------------------------

    I did Steve, and this email was my awnser, SIR...

  15. #15
    Quote Originally Posted by hosteur View Post
    Hello,

    xxx.xxx.xxx.xxx is in direct violation of the HiVelocity AUP located here:

    http://v2.hivelocity.net/Company/aup.php

    This server has been listed as a spource in spamhaus listing of hivelocity IP addresses. Your server is now terminated from the network:

    http://www.spamhaus.org/sbl/sbl.lasso?query=xxxxxxxx

    You may contact your account manager with any questions or concerns you may have.

    Thank you!

    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net

    ---------------------------------------------------------------

    Just receive another mail right, and poof, bye...

    The problem is they gave me a list of source with domain name that I never hear and also never hosted from my server....

    Thanks, Hivelocity...

    ----------------------------------------------------------------

    I did Steve, and this email was my awnser, SIR...
    So you did get an email from us. Did you check the Spamhaus listing? Did you contact your Account Manager with your explanation as we requested? Did you research why Spamhaus has your server as the source of spam?
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  16. #16
    Join Date
    Jun 2006
    Location
    APE: 6202A
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    Status: Locked

    Name Servers:
    dns1.name-services.com
    dns2.name-services.com
    dns3.name-services.com
    dns4.name-services.com
    dns5.name-services.com

    Creation date: 30 May 2006 12:14:25
    Expiration date: 30 May 2007 00:00:00

    -----------------------------------------------------

    The domain name was created on 30/05/2006
    And never get updated...
    I get my server on 23/03/2007

    So if the domain was spaming, it did it from 30/05/2006, right, correct me if I'm wrong...

    Can you explain that, thanks.

  17. #17
    Quote Originally Posted by hosteur View Post
    Status: Locked

    Name Servers:
    dns1.name-services.com
    dns2.name-services.com
    dns3.name-services.com
    dns4.name-services.com
    dns5.name-services.com

    Creation date: 30 May 2006 12:14:25
    Expiration date: 30 May 2007 00:00:00

    -----------------------------------------------------

    The domain name was created on 30/05/2006
    And never get updated...
    I get my server on 23/03/2007

    So if the domain was spaming, it did it from 30/05/2006, right, correct me if I'm wrong...

    Can you explain that, thanks.
    I am sorry but WHT is not our ticket system nor your Account Manager. If you want more information I suggest you deal with the channels of communication we provide you from our site. Have you made any attempt to contact SpamHaus about your listing?
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  18. #18
    Join Date
    Jun 2006
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    APE: 6202A
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    Quote Originally Posted by HivelocityGM View Post
    So you did get an email from us. Did you check the Spamhaus listing? Did you contact your Account Manager with your explanation as we requested? Did you research why Spamhaus has your server as the source of spam?
    I never receive your first mail from you abuse, I repeat, ok...
    I notice that my server was down around 11 hours after you send abuse mail ( that I repeat that I never receive it ).
    So I login into my client area without success.
    Then I contact you via your live chat, and you tell me that my server was spaming and your did terminated my server...
    Here we are around 12 hours after you send your first mail ( that I never receive ).
    Your support via chat foward me again the mail that I suppose to receive 12 hours ago...

    It's very for me to tell all this in englis, I'm a french guy, sorry all.

  19. #19
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    Jun 2006
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    APE: 6202A
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    Quote Originally Posted by HivelocityGM View Post
    I am sorry but WHT is not our ticket system nor your Account Manager. If you want more information I suggest you deal with the channels of communication we provide you from our site. Have you made any attempt to contact SpamHaus about your listing?
    I did, Steve, I did open ticket, I did live chat, your staff only response me with the same mail without giving logs or something to prove this...

    BTW, why should I have to contact SpamHaus, They did not shutdwn my server, and I don't access now to the server to look at my logs...

  20. #20
    Join Date
    Apr 2004
    Posts
    1,834
    SpamHaus makes decisions about which servers you will keep online and which servers you will terminate?
    Ray Womack @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
    Featuring the atOmicSTACK ● Speed ● Performance ● Reliability

  21. #21
    By pulling your server offline, we protected the rest of the customers sharing your class of ips from being blacklisted as well. I suggest you contact Spamhaus and request information from them as well.
    Steve Eschweiler - Hivelocity.net - Since 2002
    The Bare Metal Cloud Co.
    Instantly Deploy Dedicated Servers in 30 Data Centers on 4 Continents
    24/7/365 World Class Phone, Chat and Ticket Technical Support

  22. #22
    Join Date
    Jun 2006
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    APE: 6202A
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    Quote Originally Posted by PSFServers View Post
    SpamHaus makes decisions about which servers you will keep online and which servers you will terminate?
    If so, how can I verify all that... Just want to know if Hivelocity can provide logs about this issue...

    I don't host clients on this server, so I don't mind, the only thing is why a company like hivelocity act like this !?!...

    why they cannot provide me logs?...

  23. #23
    Join Date
    Jun 2006
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    Quote Originally Posted by HivelocityGM View Post
    By pulling your server offline, we protected the rest of the customers sharing your class of ips from being blacklisted as well. I suggest you contact Spamhaus and request information from them as well.
    And haw can I contact SpamHaus ?

  24. #24
    Join Date
    Apr 2004
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    1,834
    Quote Originally Posted by HivelocityGM View Post
    By pulling your server offline, we protected the rest of the customers sharing your class of ips from being blacklisted as well. I suggest you contact Spamhaus and request information from them as well.
    That is idiotic. I suggest you just move. Dan at WebNX is a great guy and who has helped us through issues like this other than having some unappreciatve business take your money.

    Charge them back and site industry professionals such as me as proof.

    We just tossed a ton of servers at another provider and won our case.
    Ray Womack @ atOmicVPS LTD
    Linux & Windows Cloud Hosting Solutions Powered by OnApp
    Fully Managed [Shared][Reseller][Cloud VPS] [Dedicated]
    Featuring the atOmicSTACK ● Speed ● Performance ● Reliability

  25. #25
    Join Date
    May 2004
    Location
    Toronto, Canada
    Posts
    5,105
    No business wants to have ips blacklisted. Of course the sequence needs to be:

    1) Contact customer advising them of the issue
    2) provide reasonable time to correct
    3) turn server off if not corrected

    Ray you know that as does Dan and everyone else running a network. The only question in this case is if Hivelocity gave them a chance to correct. If they did and the OP didn't respond in time what do you expect them to do?

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