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  1. #1
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    Dhruva Host Troubles, Need help

    Well I bought Reseller Hosting from Dhruva Hosting, Now I had my site going correct, I tried a test install of SMF through softaculous. I was then messing around, Trying a few things in WHMCS, and in basic configuration or something, I had changed the DNS from what it was to the IP of the domain for some stupid reason, I suppose I was just experimenting. But as soon as I done that, I could see the menu bar for WHMCS on the side, but the main page kept timing out. And now I cant even access cPanel.

    Now I have opened a ticket to dhruval and they have replied to me once now in 5 days of me opening the ticket, 2 days ago they had claimed that its not there problem as WHMCS is not apart of the server, they blamed my script...

    Now is there anything I can do to fix this, or anything I can tell them to fix this as Im wasting money with this company. Not that id get a response in a couple of days anyway so im hoping i can fix it.

    Thanks

  2. #2
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    Quote Originally Posted by jpoulte View Post
    Trying a few things in WHMCS, and in basic configuration or something, I had changed the DNS from what it was to the IP of the domain for some stupid reason, I suppose I was just experimenting. But as soon as I done that, I could see the menu bar for WHMCS on the side, but the main page kept timing out. And now I cant even access cPanel.
    Where did you changed the DNS? On your WHM ?

    Quote Originally Posted by jpoulte View Post
    Now I have opened a ticket to dhruval and they have replied to me once now in 5 days of me opening the ticket, 2 days ago they had claimed that its not there problem as WHMCS is not apart of the server, they blamed my script...
    Well this is a lot of time to answer a ticket. And are they sure that it is a WHMCS problem? As far as the cpanel does not load it is not a WHMCS problem.
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  3. #3
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    sorry, No wonder the host didnt know what I was talking about. I believe its WHM, Where you can make the hosting accounts, packages etc. Sorry for the confusion... Thanks for the fast reply, Way better than dhruval, or hotscripts

  4. #4
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    Quote Originally Posted by jpoulte View Post
    sorry, No wonder the host didnt know what I was talking about. I believe its WHM, Where you can make the hosting accounts, packages etc. Sorry for the confusion... Thanks for the fast reply, Way better than dhruval, or hotscripts
    Then they must help you.
    Or try to fix it yourself. Login to your WHM ->DNS Functions >> Edit DNS Zone
    Find your domain's zone and click edit. There are all the records of your domain.

    It will be better to leave your host fix it for you if you do not have a good knowledge.

    As i saw it is a "unmetered-unlimited" hosting provider. So i am not really surprising about their slow ticket reply's
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  5. #5
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    Quote Originally Posted by jpoulte View Post
    sorry, No wonder the host didnt know what I was talking about. I believe its WHM, Where you can make the hosting accounts, packages etc. Sorry for the confusion... Thanks for the fast reply, Way better than dhruval, or hotscripts
    I would suggest replying to the ticket stating that it's WHM you're having a problem with, not WHMCS. They should then be willing to assist you as it's a server issue. They may have declined to assist at the beginning because you appear to have mistakenly referred to WHM as WHMCS, which are two completely different things.

    Hope you get things sorted!

  6. #6
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    Again, thanks for the swift reply,

    Now ill make a ticket as it doesnt look like I can fix this myself, Unless, What would the method be for logging into WHM, as I cant access cpanel, and as soon as i changed the dns, i couldnt even navigate whm, maybe theres some sort of way :/

    Otherwise, ill just have to make a ticket and hopefully they wont take 4 days again

  7. #7
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    Quote Originally Posted by jpoulte View Post
    Again, thanks for the swift reply,

    Now ill make a ticket as it doesnt look like I can fix this myself, Unless, What would the method be for logging into WHM, as I cant access cpanel, and as soon as i changed the dns, i couldnt even navigate whm, maybe theres some sort of way :/

    Otherwise, ill just have to make a ticket and hopefully they wont take 4 days again
    Check your emails with the login informations. They should have given you the shared ip address of the server your reseller was hosted.

    You can use that ip or their hostname to login.
    like http://1.2.3.4/whm where 1.2.3.4 will be their server ip
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  8. #8
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    I went to the dhruva control panel > hosting accounts > then clicked on it. It shows the Nameservers, and the IP of what I could usually access my site with, and even with that /whm it just takes forever to load and then throws:

    The connection to 212.95.43.243 was interrupted.

    I was hoping I didnt have to write a new ticket as they are bad support, and take forever, but I guess its looking like I have to.

  9. #9
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    Quote Originally Posted by jpoulte View Post
    I went to the dhruva control panel > hosting accounts > then clicked on it. It shows the Nameservers, and the IP of what I could usually access my site with, and even with that /whm it just takes forever to load and then throws:

    The connection to 212.95.43.243 was interrupted.

    I was hoping I didnt have to write a new ticket as they are bad support, and take forever, but I guess its looking like I have to.
    i can access pretty fast the link http://212.95.43.243:2086/
    If you can not access it then you have probably be banned from one of their firewalls. This is something they MUST help you solve ( they can only unban your ip ).
    Try using a free online proxy to see if you can access that site.
    like hidemyass.com
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  10. #10
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    Well, You have given me some hope, I accessed the site through hidemyass, and indeed it came up as the default page for the website, however, no matter how I try to access it, with the port, with /whm, /cpanel at the end of the IP, I cant access it, Now im making a support ticket now to unban my IP, as i may have triggered the ban by inputing the wrong password, and instead of changing the dns, it had banned me for the wrong password. Thanks, and please report back if you can access cpanel. That would be awesome. Thanks

  11. #11
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    Quote Originally Posted by jpoulte View Post
    Well, You have given me some hope, I accessed the site through hidemyass, and indeed it came up as the default page for the website, however, no matter how I try to access it, with the port, with /whm, /cpanel at the end of the IP, I cant access it, Now im making a support ticket now to unban my IP, as i may have triggered the ban by inputing the wrong password, and instead of changing the dns, it had banned me for the wrong password. Thanks, and please report back if you can access cpanel. That would be awesome. Thanks
    I can access both whm and cpanel. It is just that hidemyass does not let you put a port at the end of a hostname/ip.

    Your ip is just banned. It will take them 1 minute to get you unbanned ( if they will see the ticket soon )
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  12. #12
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    Youve made my day, Ive been stressing the last 4-5 days over this. Surely they could have looked into it a bit more, but I screwed up by saying WHMCS instead, but even then, because they could access my site, they wouldnt have bothered either way i can guarantee it.

    I just made a ticket, and I suppose ill report back when its fixed, just as a little review on how long they take with there support

    EDIT: Oh, I forgot, ill be at this site quite a bit now. I love it

  13. #13
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    Quote Originally Posted by jpoulte View Post
    Youve made my day, Ive been stressing the last 4-5 days over this. Surely they could have looked into it a bit more, but I screwed up by saying WHMCS instead, but even then, because they could access my site, they wouldnt have bothered either way i can guarantee it.

    I just made a ticket, and I suppose ill report back when its fixed, just as a little review on how long they take with there support
    It is okay. Well i hope they will reply as soon as possible so you can access your site again
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  14. #14
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    Just checking in, And they still havent fixed my issue, No response with a support ticket and its been about 1 day, Im still unable to access my website through my IP, however ive been using ghost VPN to somewhat manage my site. I highly do not recommend Dhruva Hosts. I am either going to try and get my money back, Or get an extension on my hosting, so I still get my month out of them, I have wasted almost a week with this host,

    Another thing, I cant even access ftp unless im connected to a vpn. Its absolutely ridiculous

  15. #15
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    Quote Originally Posted by jpoulte View Post
    Just checking in, And they still havent fixed my issue, No response with a support ticket and its been about 1 day, Im still unable to access my website through my IP, however ive been using ghost VPN to somewhat manage my site. I highly do not recommend Dhruva Hosts. I am either going to try and get my money back, Or get an extension on my hosting, so I still get my month out of them, I have wasted almost a week with this host,

    Another thing, I cant even access ftp unless im connected to a vpn. Its absolutely ridiculous
    Have you tried to call?
    Their support is really slow

    About the money back you have to submit a request within the days that they guarantee. So if it is to move then i suggest you do it as fast as possible or they might not give you any refund.
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  16. #16
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    Well I couldnt find a phone number, But looking through there TOS, I found this, Which to me, is a positive sign, If they dont fix the server by tomorrow, I will demand a refund.

    • Money back Guarantee



    On dedicated servers and vps no full refund will be honoured. We reserve the right to refund a prorated amount or no refund at all.



    Each of Dhruva Hosting's shared, reseller listed on our site carries a money back guarantee except any custom-made plan. Any custom-made plan is not eligible for a refund. If you are not completely satisfied with our services within the mentioned time period of your signup, you will be given a refund excluding domain registration charges (and/or any transaction and/or setup charges if applicable). The refund policy only applies to your first invoice paid to us, and not on any subsequent invoice. No refund is available on upgrades. Remember, this is only for shared or reseller or VPS packages and does not apply to dedicated servers, administrative fees, installation fees for custom software, or domain name purchases.

  17. #17
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    Yes but it says that they will provide a refun in the mentioned time period of your signup.

    I found on their Knowledge Base this : http://www.dhruvahosting.com/kb.php?...=article&id=11
    They are offering 7days money back guarantee


    EDIT: it is really funny that they say they dont give a refund for their vps
    On dedicated servers and vps no full refund will be honoured. We reserve the right to refund a prorated amount or no refund at all.
    But on the other part
    Remember, this is only for shared or reseller or VPS packages and does not apply to dedicated servers, administrative fees, installation fees for custom software, or domain name purchases.
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  18. #18
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    Hahaha good find.

    Ok, I just made a ticket stating that I want a refund as I dont want to risk the 7 day period to be over by the time they respond as it has now been 6 days. Very unimpressed.

  19. #19
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    I am from Dhruva Hosting. The client had told us this in the ticket:

    'I was in whmcs and changed the dns in the basic configuration'

    So if he made changes in whmcs we cannot provide him with the support for his script. He has to contact the script vendor for help. My support staff wasnt at fault.

    Everyone here I am sure will agree to a fact that without the client's cooperation its impossible to troubleshoot any issue. If the client provide us wrong information and expect us to resolve the issue then its not possible. And then publicly posting some other information is really disappointing. Anyways we are resolving the issue. I hope everyone should act responsibly.

    Thnaks

  20. #20
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    Quote Originally Posted by rahuldas14 View Post
    I am from Dhruva Hosting. The client had told us this in the ticket:

    'I was in whmcs and changed the dns in the basic configuration'

    So if he made changes in whmcs we cannot provide him with the support for his script. He has to contact the script vendor for help. My support staff wasnt at fault.

    Everyone here I am sure will agree to a fact that without the client's cooperation its impossible to troubleshoot any issue. If the client provide us wrong information and expect us to resolve the issue then its not possible. And then publicly posting some other information is really disappointing. Anyways we are resolving the issue. I hope everyone should act responsibly.

    Thnaks
    Yes, If it was his fault then you are correct. He had to go to WHMCS.
    But as it seems his ip was banned from your firewalls. And this is something that will need your actions. And he wrote above he already opened a ticket about that.
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  21. #21
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    Ok, Its all fixed, I can access my site from my IP. To be honest I wasnt happy with the way you treated the support, just because I had made a mistake, doesnt mean you have to just leave my ticket open and unanswered, However 5 minutes after I open a refund ticket, I got all my tickets answered. Im glad its fixed now, thanks to those that identified the problem, Especially XBHosting.

  22. #22
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    I vouch for Dhruva, I asked and they let me start my month as of today for the downtime on my site. Thanks

  23. #23
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    What about the five days response time?
    Quote Originally Posted by rahuldas14 View Post
    I am from Dhruva Hosting. The client had told us this in the ticket:

    'I was in whmcs and changed the dns in the basic configuration'

    So if he made changes in whmcs we cannot provide him with the support for his script. He has to contact the script vendor for help. My support staff wasnt at fault.

    Everyone here I am sure will agree to a fact that without the client's cooperation its impossible to troubleshoot any issue. If the client provide us wrong information and expect us to resolve the issue then its not possible. And then publicly posting some other information is really disappointing. Anyways we are resolving the issue. I hope everyone should act responsibly.

    Thnaks

  24. #24
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    Which was ridiculous that as soon as I opened a refund ticket, I got a response in a matter of minutes. I have had a ticket open for 3 hours at the moment, its kind of urgent, so Im hoping they fix it soon.

    Morale of this story, have great support (like namecheap) or your site gets a bad name

  25. #25
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    Quote Originally Posted by jpoulte View Post
    Which was ridiculous that as soon as I opened a refund ticket, I got a response in a matter of minutes. I have had a ticket open for 3 hours at the moment, its kind of urgent, so Im hoping they fix it soon.

    Morale of this story, have great support (like namecheap) or your site gets a bad name
    Despite that you vouch for them. I dont want to be a jerk but i find that ridiculous, that when they gave you a free month all are good.

    Well anyway. I hope you will not have any problem with them anymore.
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  26. #26
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    Im not saying its good. As I got the email saying you replied I was looking at unmetered offshore reseller for an affordable price. I know the only reason they gave me that month was so I would stay because they knew i would want a refund. At the moment my cPanel has been blocked due to excessive brute force attempts, which nots to be sorted asap. I cant let this wait longer than 3 hours.

    So when I find another host I will be getting my money back from these. Next time I will look at reviews of the site, for example:

    http://www.webhostingstuff.com/revie...vaHosting.html

  27. #27
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    Quote Originally Posted by jpoulte View Post
    Im not saying its good. As I got the email saying you replied I was looking at unmetered offshore reseller for an affordable price. I know the only reason they gave me that month was so I would stay because they knew i would want a refund. At the moment my cPanel has been blocked due to excessive brute force attempts, which nots to be sorted asap. I cant let this wait longer than 3 hours.

    So when I find another host I will be getting my money back from these. Next time I will look at reviews of the site, for example:

    http://www.webhostingstuff.com/revie...vaHosting.html
    Why dont you search for an offshore reseller. Not a Unmetered one?
    Also about the money back. I have a feeling that they will not give you any. I hope that you can prove me wrong though
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  28. #28
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    Yea, Well I will look around for a good price for decent space and bandwidth, Anything can be better than dhruva at the moment.

    And if I dont get my money back, It will just look bad for the site. They claim to have 700 clients, so I guess support should be top quality and refunds should be issued if the client is not happy with the service

  29. #29
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    Quote Originally Posted by jpoulte View Post
    refunds should be issued if the client is not happy with the service
    If the refund request is within the days they guarantee yes
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  30. #30
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    Well I bought it on the 29th of last month, which means its 6 days today. I have only been able to access my site for 1 day, and now I cant access it again due to a block because of suspected brute force logins. So I have till tomorrow to get a refund which I will be getting. But ill need to find a host with at least 650gb of storage before then. Im currently looking in the offers forun now.

  31. #31
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    a reseller host with 650GB of storage? Are you sure you are going to need that much or you are using that much now?

    This is a lot of storage for a reseller hosting.
    Even for a vps it is a lot of space.
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  32. #32
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    Yes well I have a friend thats paying me to host a file hosting site for his site that will need roughly 600gb, and 50gb for whatever else would be needed.

    Another reason why I need offshore. Thats why Dhruva looked so appealing. They claim to be unlimited and unmetered reseller, But they just arent doing their job

  33. #33
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    First of all if you want to host a file hosting site you have to go with a dedicated server for the space.
    There will not be any host that will offer 600GB Disk Space on their Reseller hosting packages and if they will, they are overselling a lot.

    After that there is not such thing as unlimited. It's like you buy a unlimited disk space hdd for your local computer. If you can find one then please i want one too!
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  34. #34
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    Good point, That brings the question in, What would they say or do if they offered unlimited, I use say 100gb and the disc is full. Wouldnt that just bring upon some very angry customers. Also couldnt legal action be brought into it as its false advertising

  35. #35
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    You answered your question
    Most of unlimited hosting providers have very angry customers and bad reviews.

    And in their tos they usually write that you can not get real unlimited.
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  36. #36
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    Ill check there TOS soon

    But as of now, Its been 24 hours since I opened a ticket, I still cant access my cPanel, for both my websites that are hosted on them due to a suspected brute force attack. I have asked for a refund, and still am currently waiting, as today is the 7th day with them. Absolutely woeful support for someone who apparently has 700 clients

  37. #37
    I must say that dhruva hosting is really a big fraud company. I had purchased an hosting plan from them in may 2012, But They did not activate my account for 15 days. I had also send them several mails but did not get any reply from them, They also not responding on phone. Lastly I have contacted Moneybookers by which I pay the amount & They Refund my money, Because Dhruva hosting did not reply to their email also. I request all of you to go way from this bad host.

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