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  1. #1

    sslcatacomb.com amazingly bad

    I recently started working for a charity and the day after I arrive our joomla account got compromised. I emailed the support team at sslcatacomb.com and got the truly amazing reply I have pasted below.

    Naturally thinking that no one would actually delete a site if you didn't copy and past an exact and condescending piece of text I emailed them back asking for some more help and they delete our account.

    I recommend that you do not use them and if you are using them move away as quickly as you can. When you need support the most they delete your site.

    The email I received:

    "OPTION 1: Start over.

    Have abuse@sslcatacomb.com delete all files and mysql databases within your
    web space. You cannot download these files or databases as they have been
    modified to where they can get back in at any time. It is not practical to
    go through every line of code we did not create looking for some
    modification. You need to start over. If you don't, you WILL be hacked
    again.

    Send an e-mail to abuse@sslcatacomb.com and state only the following...

    "Reset hosting for my domain. In the future I will keep all my scripts
    up-to-date on a daily basis."


    OPTION 2: Find a new host.

    abuse@sslcatacomb.com can provide you with a full Cpanel backup that can be
    restored on any Cpanel server. Eventually you will be hacked again if you do
    not start over.

    Send an e-mail to abuse@sslcatacomb.com and state only the following...

    "Provide me with a backup of my site. I will find a new host were my site
    will be repeatedly hacked over and over again until I realize I need to
    start over."



    1. The above two options are your only options.

    2. If you send abuse@sslcatacomb.com with any other statements, your account
    will likely to be immediately terminated and all files will be deleted from
    the server. Time to create a backup will not be wasted.

    3. If you send abuse@sslcatacomb.com with statements that your site was not
    hacked, your account will be immediately terminated and all files will be
    deleted from the server. Time to create a backup will not be wasted.

    4. If you send abuse@sslcatacomb.com with any statements that appears you
    are not taking this issue seriously, your account will be immediately
    terminated and all files will be deleted from the server. A backup will not
    be generated nor provided."
    ---------





    > Do we still have any data on your server that we can have a copy of?

    The account was terminated and all files deleted from the server. There may
    backup somewhere. Perhaps time could be spent looking for it if you send an
    e-mail to abuse@sslcatacomb.com and state only the following with absolutely
    nothing else changed or added...



    --
    Regards,
    Abuse Team
    SSLcatacomb Networks
    abuse@sslcatacomb.com
    Last edited by sweetfinger; 05-09-2009 at 08:42 PM.

  2. #2
    Join Date
    Mar 2008
    Location
    UK
    Posts
    1,135
    Interesting, is there a rep that can respond to this?
    Either their emails are far too unproffessional, in which case, they may want to rethink their business plan... or someone's lieing.

    Is it me, or does that email contain contradictory information:

    OPTION 2: Find a new host.

    abuse@sslcatacomb.com can provide you with a full Cpanel backup that can be
    restored on any Cpanel server. Eventually you will be hacked again if you do
    not start over.
    and

    > Do we still have any data on your server that we can have a copy of?

    The account was terminated and all files deleted from the server. There may
    backup somewhere. Perhaps time could be spent looking for it if you send an
    e-mail to abuse@sslcatacomb.com and state only the following with absolutely
    nothing else changed or added...
    Were you using the most recent version of Joomla on your account?
    Last edited by RS Shamil; 05-09-2009 at 08:36 PM.
    Shamil Nunhuck, - Radon Systems Limited
    VPS + Dedicated Server Hosting and Management
    vBulletin / XenForo Hosting and Services
    Server / Website Consultation

  3. #3
    Join Date
    May 2008
    Location
    Canada
    Posts
    985
    OPTION 2: Find a new host.

    abuse@sslcatacomb.com can provide you with a full Cpanel backup that can be
    restored on any Cpanel server. Eventually you will be hacked again if you do
    not start over.

    Send an e-mail to abuse@sslcatacomb.com and state only the following...

    "Provide me with a backup of my site. I will find a new host were my site
    will be repeatedly hacked over and over again until I realize I need to
    start over."
    Go through this option fast as you can.
    UnderHost.comOffshore Hosting Solutions and USA/Canadian based servers.
    24/7 Rapid Support / 99.9% Uptime Guarantee / Shared / Cloud / VPS / Dedicated Servers
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  4. #4
    Join Date
    Mar 2008
    Location
    UK
    Posts
    1,135
    I can't believe that their domain is whois protected... isn't it by law that hosters must have an address listed somewhere?
    Shamil Nunhuck, - Radon Systems Limited
    VPS + Dedicated Server Hosting and Management
    vBulletin / XenForo Hosting and Services
    Server / Website Consultation

  5. #5
    They terminated my account and I'm pleading with them now to give me something back. I really hope I get it.

    Also, in all the correspondance I have had with them not a single person has signed an email. Dealing with these guys is like being back in 1999 in the bad old days.

  6. #6
    Join Date
    Mar 2008
    Location
    UK
    Posts
    1,135
    Quote Originally Posted by sweetfinger View Post
    They terminated my account and I'm pleading with them now to give me something back. I really hope I get it.

    Also, in all the correspondance I have had with them not a single person has signed an email. Dealing with these guys is like being back in 1999 in the bad old days.
    You should always keep backups regardless. Try contacting them by phone:

    Support: (480) 624-2500
    Shamil Nunhuck, - Radon Systems Limited
    VPS + Dedicated Server Hosting and Management
    vBulletin / XenForo Hosting and Services
    Server / Website Consultation

  7. #7
    That's honestly funny. You should seriously consider option 2. It's unfortunate you have to learn about crap hosts like that.

    Sorry if you lost data.

    On the upside, many hosts offer reduced cost or free hosting to non-profits and charities. You should contact a few to find out what they can do for you.
    Sean Shepard
    http://www.Ethoshosting.com - Socially Responsible Web Hosting

  8. #8
    Join Date
    May 2006
    Posts
    1,426
    lol wow, someone must have peed in his cheerios this morning. Seems like any reasonable host, even many crazy and unreasonable ones would focus on KEEPING the client and talk about future service then trying to run you away like that.

    Simply amazing, web apps get hacked all the time, its nothing new, happens to the best of us site owners. I've seen fully updated and patched joomla installs get hacked within hours of upload. It is a risky script but any host that treats a client like that for getting hacked surely must not have that much experience in the business. I dont see how, if you done every client that got hacked like that you would be down to very few clients in no time.

    Usually hosts like this fancy themselves as security pros yet they do not have enough confidence in their enironment to think a simple user level web app hack will get the box rooted immediately
    Last edited by jon-f; 05-09-2009 at 08:54 PM.

  9. #9
    Join Date
    Jul 2005
    Posts
    3,784
    Hmm, 480 is Arizona. Want me to go knock on their door?

  10. #10
    Join Date
    Jul 2005
    Posts
    3,784
    Ah, I see... They are just a reseller of GoDaddy, which is in Arizona

  11. #11
    Join Date
    Mar 2009
    Location
    Toronto, Canada
    Posts
    2,570
    9,000,000 domains registered

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