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  1. #1
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    Exclamation The Hivelocity Nightmare - Service TERMINATED for SPAM

    A month ago I decided to use Hivelocity for my US VPS servers - they had great prices, quality hardware, great network, friendly staff, almost always online day or night and accepted my proposal for a first month discount.

    I received my server and everything was to be expected, ran some stress tests and they surpassed my expectations. My account manager Lee had be real great and helpful for the whole process.

    Before making this purchase, I stated exactly what the purpose of this machine was going to be used for to Lee and the General Manager Steve. I was to be hosting VPS for my web hosting services. I specifically asked about issues regarding SPAM complaints and they said all should be okay as long as I have a AUP in place. I also stated I am more than happy to delist any IPs as I have experience in this from working with web hosts in the past, and will be with you guys for years to come.

    Almost a month later now Hivelocity sent me a report that an IP has been blacklisted on spamhaus.org for a blackhole exploit kit and that this IP has been null-routed. Within an hour of receiving this email, I had taken care of the client (suspended, then later terminated the VPS) and responded to the email received from Hivelocity's abuse department as well as an email to Steve directly. This client was not in operation for more than 48 hours.

    A day later I get another complaint from a apparently well known "ROKSO spammer" that signs up with the name Ryan Gillies. I had been informed the IP was null-routed.
    http://www.spamhaus.org/rokso/spamme...3/ryan-gillies

    Within an hour of receiving this email, I had the client suspended (due for investigation by my server admin), a response was made and contact with Steve regarding the warnings I had received. This client was not in operation for more than 24 hours.

    When my system admin became available, I had the VPS unsuspended (with the root pass changed) so that he could investigate what scripts were being ran as they seemed to have gotten passed certain functions/filters that help reduce and find spammers. I figured all was safe since the IP had been null routed. After the investigation, we find lots of information on this person and his methods of spamming.

    A day later, Hivelocity sends in a termination notice and immediately has the server shut off. This notice concluded that the VPS machine was still sending spam days later. But wait, how can this be? They stated the IP was null routed. Apparently the IP had the null route removed--WITHOUT NOTIFICATION---and this was my fault entirely that constitutes immediate termination of my server.

    I also made no contact with Hivelocity that stated to remove the null route on said IP. The VPS was also not even unsuspended for that long.

    Through hours and hours of wasted time with almost every person at Hivelocity, no refunds will be made, none of my clients data is available to obtain by download, my service cannot be reactivated, and I have apparently been put on some sort of "blacklist" for my actions.

    Here are some quotes from the team of Hivelocity. They are a mess indeed.

    Hello,

    You caused a listing, we allowed your server back on line on the basis the
    infringing VPS would stay down and that you would resolve the issue. Your
    server again caused a listing and by the same VPS. So there is no fault on our
    behalf. We have gave you the benefit of the doubt and you did not hold up your
    end of the bargain. You are right, most DCs may have handled the situation
    differently. They would have terminated your server, then charged a huge clean
    up fee with zero chance to get any of your data. We have offered you a way to
    get your files. It is up to you if you want to get them.

    I will pass your request for a refund to your account manager, however given
    the situation it is not likely to be awarded.



    --
    Conal
    Systems Management Specialist
    [email protected]
    No actually, I have dealt with many datacenters, none of them handled this situation like you. It is not my fault you didn't wait for me to notify you to unnull the IP, it is also not my fault you did not get in contact with me in any way stating the IP had been restored. Oh, and you did terminate my server, you also did charge me a $500 fee, so you make some clueless statements Conal.

    Hello,

    How is your server causing a spam listing our fault? The whole reason you are
    in this situation is because your server was sending out spam. There are
    hundreds if not thousands of forum posts complaining about other Hosting
    Companies regarding abuse as well. That is because people like yourself who
    get their server's shut off for spam regardless if it was justified or not like
    to make complaints. That is the nature of abuse issues. . We are more then
    justified in this case and we are confident anyone who actually knew the full
    extent of why your server was terminated would probably agree. Every time a
    listing is created it costs us far more then $500 collectively.


    Again I will forward your complaints to your account manger. But again, I
    doubt there is any likely hood you will be refunded anything.


    --
    Conal
    Systems Management Specialist
    [email protected]
    Excuse me, it does not cost $500 to get delisted, infact it cost nothing.

    Is there any fee for SBL removal?
    No. There is never any charge or fee associated with removing any Spamhaus listing.

    Any offer from anyone to remove any Spamhaus listing for you for a fee is a scam. Spamhaus has no affiliation with anyone offering any 'blocklist removal' service, nor can any third party influence or expedite removals from any Spamhaus database.

    Removals of Spamhaus listings are governed by our removals policy only. The criteria for removal from the SBL are explained on the SBL Delisting Procedure page. All removals from the SBL or ROKSO are the sole decision of The Spamhaus Project.

    While there are 'deliverability consultants' who can help improve your email sending practices to meet Spamhaus standards, it is important to know that none of them have any special privilege to influence, expedite or modify SBL or ROKSO listings.


    Please wait for a site operator to respond.
    You are now chatting with 'Vick'
    Vick: Hello, welcome to Hivelocity's Impressive Support TM. How may I assist
    you today?
    Chris: vick i need all my files from the server you guys terminated -
    199.119.100.142

    Vick: When was your server terminated ?
    Chris: over a day ago
    Vick: You need to place the ticket fir this a d the admins will assist you
    further on this
    Chris: this is becoming more and more urgent with each passing minute, i need
    my files now.
    Chris: tickets have gotten me no where
    Vick: Let me know the ticket ID
    Chris: [#163190] **Files URGENT
    Vick: ok please hold on as I check
    Chris: thanks
    Vick: Chris..Please add this content the ticket and the admins will check and
    they will get this done as soon as possible for you

    Chris: great! thanks vick.
    Vick: you are welcome
    Vick: It was a pleasure talking to you.
    Vick: Thank you for chatting with Hivelocity Live Chat Support.
    Hello,

    You don't have to purchase the drives to obtain your data. You mentioned in
    other tickets you were coming into town. By all means stop by the DC and we
    shall have the server ready so copy your data off. Simply let us know 24 hours
    before you come in.


    We were already aware of your chat conversation and it was already logged as
    all our chat transcripts are.

    Again. without explicit instruction from your account manager, management, and
    the abuse department to put your server online, it simply is not going to go
    online. Jay (abuse manager) has made it very clear that your server is not go
    back online. I believe I have mentioned this to you before, but if you would
    like to appeal. please contact [email protected] .

    I really would like to help. We do sympathize but you really need to contact
    your account manager and the abuse department to settle this. We can't make
    this call in the tech department.


    --
    Conal
    Systems Management Specialist
    [email protected]
    Hello,

    Please be advised that the server was terminated from the network as it was a
    SPAM source which caused RBL listings and was hosting a ROKSO spammer. You were
    given a chance to resolve by terminating the account but rather than doing so
    you allowed the ROKSO to spam again and relist the IP.


    With regards to your data, this is nothing personal but if you would like to
    retrieve it you have only one option, and that would be to purchase the
    harddrives and arrange shipping. Under no circumstance shall you be granted
    access to the facility to copy your data
    . Typically when servers are terminated
    the data is seized, especially when the system holds data for a ROKSO spammer.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Wow so they lied to me? Cool, not sure who to blame, Vick or Conal. But great, I'll be in Tampa soon so I can obtain my data that way? Oh wait, that was a lie too.

    Hello,

    I understand that you may have acted quickly (even though unknown to us).
    However, if you suspended the VPS then it would be a concern as to why the same
    client still sending mail from your server. Here was the message from spamhaus
    today:

    **************************************************************
    -----Original Message-----
    From: The Spamhaus Project - SBL Removals [mailto[email protected]]
    Sent: Friday, April 27, 2012 8:42 AM
    To: Sr. Systems Administrator
    Subject: Re: SBL137195 199.119.100.238/32 SR03

    Hello Jay,

    Wednesday, April 25, 2012, 5:48:27 PM, you wrote:

    > The IP was null routed pending removal of the VPS account hosting the
    rokso.
    >
    > Please remove SBL137195 199.119.100.238/32 SR03 and confirm.

    Spam is still being sent from this VPS by the same customer, so the SBL record
    has been reactivated. Can you look into this?

    Thanks.

    --
    Best regards,

    Rob Schultz
    The Spamhaus Project - SBL Removals
    **************************************************************

    Based on this and the lack of response from you the server has been terminated
    from the network due to hosting a ROKSO spammer that was still actively sending
    SPAM.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Simply terminating an account without investigation does not help prevent future spammers.. The IP was null routed and no contact was given that it was restored.. but yet at Hivelocity this is my fault.

    Chris,

    We are not able to put the server back online without risking serious repercussion to our network. The situation is unfortunate and spammers are bad eggs that ruin a lot of things. Our only option is to ship you the drive. We cannot put the server back online. We will not be refunding you but we will not be charging you for next month or any other future service. I am sorry for the situation but you were hosting a professional spammer, as you put it, and they have screwed us both.


    Regards,
    Steve Eschweiler
    General Manager
    [email protected]
    888 869 4678 ext 224
    Chris,

    The fact of the matter is we don't know you from Adam and we have made assurances that your server will no longer send spam. Should we turn you back on to get your data and you abuse our network we will never get our IPs delisted again because we will lied to the folks that delisted us already. Do you understand?


    Steve Eschweiler
    General Manager
    [email protected]
    888 869 4678 ext 224
    So apparently they lied to them once already since they got the IP delisted before hearing from me to verify and before telling me that the IP was removed from null route. Interesting.

    I feel conned and embarrassed for putting my faith/trust into Hivelocity, I even had a few people ask me what datacenter I use before making a purchase, and when I told them Hivelocity they had to turn my services down because apparently Hivelocity has a horrible reputation for handling abuse cases--and now I believe it. The abuse team is a joke, I have never been treated so unfair and poorly by a datacenter such as Hivelocity.
    Last edited by GeekDub; 04-30-2012 at 04:31 PM.
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  2. #2
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    How is this Hivelocity's fault.
    You unsuspended the VPS that continued to send spam.

    The technical details of how spammer managed to bypass you changing the root password is not hivelocity's problem.
    Yes its unfortunate, but its your own doing.

    You replied to them that you had suspended the vps, so of course they are going to remove the block.
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  3. #3
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    Quote Originally Posted by Host Ultra View Post
    The technical details of how spammer managed to bypass you changing the root password is not hivelocity's problem.
    Yes its unfortunate, but its your own doing.
    Log into the VPS control panel and change the root password back

  4. #4
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    Quote Originally Posted by Host Ultra View Post
    How is this Hivelocity's fault.
    You unsuspended the VPS that continued to send spam.

    The technical details of how spammer managed to bypass you changing the root password is not hivelocity's problem.
    Yes its unfortunate, but its your own doing.

    You replied to them that you had suspended the vps, so of course they are going to remove the block.
    The spammer did not bypass anything, they had a script that automatically starts, which is what my server admin was investigating on how it works and how it bypasses some filters we had to help detect spammers. Terminating a VPS without investigating how you can help prevent this is just lazy.

    They null routed the IP without notification of re-enable, they also claimed to not have gotten any of my emails, because they claimed I had to create a ticket and that the abuse email was not monitored. (reviewing the email, they did state this and I admit to missing that part but they forgave this issue - though most hosts I have used have emails pipped and is a very common practice)

    So Hivelocity without hearing from me (according to them) reactivated those IPs.

    Hello,

    I understand that you may have acted quickly (even though unknown to us).

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Last edited by GeekDub; 04-30-2012 at 05:33 PM.
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  5. #5
    This is a very difficult situation to be in for both parties the customer and the provider. I can see the customers point of view as well as HV. I believe they should make the data available to you via a online medium. Or a option to purchase the drive Which looks like is a option.

    Upstream providers are getting more and more difficult to deal with regarding spam. And its easier to get rid of a customer who is bringing in tons of trash clients onto the network.

    I do feel personally that HV should work a bit closer to the customer and be a bit more reasonable. but obviously they see you as a loss and they are going to focus support/customer service on customers that will be generating them money and not ones that are going to lose them money. Not saying this is the case or this is right but just a guess.

  6. #6
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    Quote Originally Posted by Testtube302 View Post
    This is a very difficult situation to be in for both parties the customer and the provider. I can see the customers point of view as well as HV. I believe they should make the data available to you via a online medium. Or a option to purchase the drive Which looks like is a option.

    Upstream providers are getting more and more difficult to deal with regarding spam. And its easier to get rid of a customer who is bringing in tons of trash clients onto the network.

    I do feel personally that HV should work a bit closer to the customer and be a bit more reasonable. but obviously they see you as a loss and they are going to focus support/customer service on customers that will be generating them money and not ones that are going to lose them money. Not saying this is the case or this is right but just a guess.
    There was no complaint against any upstream providers, this was simply a blacklisting.

    As for business, well they would have gained a lot more business from me had they handled this situation better. Spam is always a problem and it was dealt with in a way that would help detect the methods this guy used to spam. He wasn't even active for 24 hours before being shut down.
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  7. #7
    I can understand how frustrating it is. We recently had a couple clients sign up for service and began spamming. We moved forward with the maxmind plugin and moved to manual verifications. Unfortunately we found that this was a necessity especially if you are targeting the budget market. Anytime i see these types of issues they catch my eye because it hits close to home.

  8. #8
    It would be interesting to hear what hivelocity have to say on the matter.


    Seem to keeping quiet about the abuse threads.

  9. #9
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    I had the client suspended (due for investigation by my server admin), a response was made and contact with Steve regarding the warnings I had received.
    What did this response/contact with Steve say? If it said you terminated the VPS sending spam I would assume they would un-null the IP. Why would you not attempt to ping out of the box to confirm it was nullrouted while investigating this? or disable network services on the VPS.
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  10. #10
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    Quote Originally Posted by StealthyHosting View Post
    What did this response/contact with Steve say? If it said you terminated the VPS sending spam I would assume they would un-null the IP. Why would you not attempt to ping out of the box to confirm it was nullrouted while investigating this? or disable network services on the VPS.
    He never responded to me until today, needless to say he simply repeated what had already been said to me by the abuse department.

    I did not state the VPS was terminated, just questioning the actions and warnings.

    The box was pinged and at the time was null routed.
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  11. #11
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  12. #12
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    ....lol, priceless.

  13. #13
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    Well Jay is their Sr. Sys admin and he is a true guy and got me fixed up many times back in '06 and I know that he makes good choices. It is extremely difficult to have ips remove from all black lists and by allowing the spam to be sent out you are affecting their ips and network. It's the hosts responsibility to handle spam issues not the datacenters.
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  14. #14
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    Why would you turn the VPS back on? Why didn't your admin just mount the file system and investigate the init scripts and server daemon configurations to see what was going on? What he did was extremely irresponsible and in no way falls under due diligence.

    I can definitely see HV's side on this one.

  15. #15
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    Quote Originally Posted by dthigpen View Post
    Why would you turn the VPS back on? Why didn't your admin just mount the file system and investigate the init scripts and server daemon configurations to see what was going on? What he did was extremely irresponsible and in no way falls under due diligence.

    I can definitely see HV's side on this one.
    The IP was null routed and it was only for a short time. Somewhere between this time the IP had apparently been restored without notification.
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  16. #16
    Excuse me, it does not cost $500 to get delisted, infact it cost nothing.

    Is there any fee for SBL removal?
    No. There is never any charge or fee associated with removing any Spamhaus listing.

    Any offer from anyone to remove any Spamhaus listing for you for a fee is a scam. Spamhaus has no affiliation with anyone offering any 'blocklist removal' service, nor can any third party influence or expedite removals from any Spamhaus database.

    Removals of Spamhaus listings are governed by our removals policy only. The criteria for removal from the SBL are explained on the SBL Delisting Procedure page. All removals from the SBL or ROKSO are the sole decision of The Spamhaus Project.

    While there are 'deliverability consultants' who can help improve your email sending practices to meet Spamhaus standards, it is important to know that none of them have any special privilege to influence, expedite or modify SBL or ROKSO listings.

    A $500.00 fee for abuse cleanup sounds expensive, but in many cases the cost is in time cleaning issues that aren’t immediately noticed. A spamhaus listing may be the tip of the iceberg- there are many other lists that your host’s IPs can land on depending on how long the offending party was operating. For example, Microsoft, AOL, Yahoo do not publish or contact abuse@ when they block an IP- they just do it. Dealing with some of these folks is *very* time consuming and the costs add up in lost time and frustrated customers who inherit a dirty IP range from a previous customer. I understand the OP may have gotten a bad shake by malicious clients, I also understand why HV did what they had to do to ensure smooth operations on their end.

    It sucks for both parties but reputation risk is a big deal for hosting companies, and the best way to mitigate risk is to nip the issue before is becomes a wildfire of time-consuming blacklistings.

  17. #17
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    Quote Originally Posted by LuckyAnonymous View Post
    The IP was null routed and it was only for a short time. Somewhere between this time the IP had apparently been restored without notification.
    I suspect what happened is:

    1) they received a report and null routed the IP given the severity of the report.
    2) you responded saying the customer was terminated / handled
    3) they trusted that this was true
    4) they removed the null route thinking it is handled as you said
    5) You re-enabled the server and they got fresh reports of continued abuse
    6) they terminated.

    I honestly don't think Hivelocity did anything wrong. They trusted it was handled and it is only through a mistake on your admin's part to "investigate" how they were spamming that this problem happened. Once you have a report you trust just terminate the customer and delete their files. Getting into the business of analyzing spam scripts is nothing but trouble unless your business is to design detection tools.

    Clearly no host wants to provide backups for spammers to allow them to easily move to another host. I am pretty sure Hivelocity knows you are not the spammer but I would be very hesitant to provide files that can generate blacklists in 24 hours to anyone.
    Can't we all just get along

  18. #18
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    Quote Originally Posted by Coolraul View Post
    Clearly no host wants to provide backups for spammers to allow them to easily move to another host. I am pretty sure Hivelocity knows you are not the spammer but I would be very hesitant to provide files that can generate blacklists in 24 hours to anyone.
    Very well said... Hivelocity has to act in their best interest and the best interest of other providers. I actually think they did the right thing in this case.
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  19. #19
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    Quote Originally Posted by Coolraul View Post
    I suspect what happened is:

    1) they received a report and null routed the IP given the severity of the report.
    2) you responded saying the customer was terminated / handled
    3) they trusted that this was true
    4) they removed the null route thinking it is handled as you said
    5) You re-enabled the server and they got fresh reports of continued abuse
    6) they terminated.

    I honestly don't think Hivelocity did anything wrong. They trusted it was handled and it is only through a mistake on your admin's part to "investigate" how they were spamming that this problem happened. Once you have a report you trust just terminate the customer and delete their files. Getting into the business of analyzing spam scripts is nothing but trouble unless your business is to design detection tools.

    Clearly no host wants to provide backups for spammers to allow them to easily move to another host. I am pretty sure Hivelocity knows you are not the spammer but I would be very hesitant to provide files that can generate blacklists in 24 hours to anyone.
    Please refer back to a response I made. They restored the IP without confirming anything from me and even claimed they did not receive any emails to the abuse cases because I was apparently suppose to create support tickets, which I did overlook and they forgave this. ([email protected] isn't monitored)

    You do not simply "terminate" a user who spammed on your server, at least I never do when it is a serious spammer. The users scripts were investigated to help create further safety limits on detecting spam users before they even send out any emails, or very shortly after.

    This guy was found to be linking many VPS from various web hosts in very tricky/smart methods and warnings were sent to these hosts of our findings.
    Last edited by GeekDub; 05-01-2012 at 11:35 AM.
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  20. #20
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    Quote Originally Posted by dthigpen View Post
    Why would you turn the VPS back on? Why didn't your admin just mount the file system and investigate the init scripts and server daemon configurations to see what was going on? What he did was extremely irresponsible and in no way falls under due diligence.

    I can definitely see HV's side on this one.
    Agreed. It doesn't matter if the IP is nullrouted or not.

  21. #21
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    Quote Originally Posted by LuckyAnonymous View Post
    Please refer back to a response I made. They restored the IP without confirming anything from me and even claimed they did not receive any emails to the abuse cases because I was apparently suppose to create support tickets, which I did overlook and they forgave this. ([email protected] isn't monitored)

    You do not simply "terminate" a user who spammed on your server, at least I never do when it is a serious spammer. The users scripts were investigated to help create further safety limits on detecting spam users before they even send out any emails, or very shortly after.

    This guy was found to be linking many VPS from various web hosts in very tricky/smart methods and warnings were sent to these hosts of our findings.
    You shouldn't need to reboot a VM in order to browse the files.

    In openvz - cd /vz/private/<ctid>/
    In xen - mount the drive

    etc.

  22. #22
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    I sympathize with both parties. IMHO, neither party is at fault in this case. Spamhaus puts a lot of pressure on hosts, and will go to the extreme of blocking ALL of your IP ranges if you don't make them happy with whatever they are wanting.

    It can be very harsh on all ends, but unfortunately it's just how it is.

    Regarding the removal of the null route, Hivelocity probably should have managed this better on their part, and only have removed the null route once receiving some sort of hard confirmation from the client. Only then if it happened again would we terminate. So in this perspective, I can see why the OP would be pissed off - again - if this is true.
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  23. #23
    Quote Originally Posted by VN-Ken View Post
    I sympathize with both parties. IMHO, neither party is at fault in this case. Spamhaus puts a lot of pressure on hosts, and will go to the extreme of blocking ALL of your IP ranges if you don't make them happy with whatever they are wanting.

    It can be very harsh on all ends, but unfortunately it's just how it is.

    Regarding the removal of the null route, Hivelocity probably should have managed this better on their part, and only have removed the null route once receiving some sort of hard confirmation from the client. Only then if it happened again would we terminate. So in this perspective, I can see why the OP would be pissed off - again - if this is true.
    About this, who are these spamhaus guys to behave like that? I mean these people are really exagerating. It's like those crazy rating agencies that arbitrary downgrade banks and states.
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  24. #24
    I'm just wondering how the user 'HiveVelocityGM' will answer to this thread.

  25. #25
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    Yes usually they reply on the first or second post in a thread when its a positive review.
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  26. #26
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    My experience with Hivelocity. Guys please away from Hivelocity. They are terminating clients servers without any notice.

    See my bad experience with Hivelocity


    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 10:19:23AM
    User ID: root
    Password: XXXXXXXX
    IP Address: 96.31.91.164

    I rebooted the server from remote reboot but still the server didnt came back.
    I was restoring the accounts

    Thanks
    Reply | Reply & Quote
    Staff
    From: Miguel A. Sent to Bytes Rack Hosting on Feb/28/2012 10:44:38AM
    Hello,

    It appeals that the abuse department has nulled your IP due to Abuse Case #
    5114.

    Here are the details of the abuse case:


    Hello,

    96.31.91.164 has been shceduled to be terminated from the network as it is a
    spam source which has caused RBL blacklisting of Hivelocity IP addresses. At
    this time the servers switch port has been shut off to prevent further damage to
    our IP's reputations.

    IP Allocation: 96.31.91.164 through 96.31.91.169

    NOTE: You took possession of this server Feb/22/2011

    *******************************************************

    1) http://cbl.abuseat.org/lookup.cgi?ip=96.31.91.164



    IP Address 96.31.91.164 is listed in the CBL. It appears to be infected with a
    spam sending trojan or proxy.

    It was last detected at 2012-02-27 14:00 GMT (+/- 30 minutes), approximately 1
    days ago.

    This IP address is HELO'ing as "localhost.localdomain" which violates
    the relevant standards (specifically: RFC5321).


    2) http://www.spamhaus.org/query/bl?ip=96.31.91.164

    *******************************************************

    Snow-Shoe RDNS configuration removed:

    164 in ptr ds.bytesrack.com.
    165 in ptr ds2.bytesrack.com.
    166 in ptr ds3.bytesrack.com.
    167 in ptr ds4.bytesrack.com.
    168 in ptr ds5.bytesrack.com.
    169 in ptr ds6.bytesrack.com.

    *******************************************************

    NOTE: DO NOT REPLY TO THIS MESSAGE FOR ASSISTANCE. I am awaiting your
    explanation as to why this keeps happening on your self managed server in Ticket
    #155424 - Emails get returning. The server is scheduled for termination in full
    but I may reconsider based on your explanation when you repsond to the said
    ticket. As of now the servers port has been shutdown. The trouble ticket system
    is located here:

    https://www.hivelocity.net/support/submit-ticket

    Thank you!

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


    --
    Thank You,

    Miguel A.
    Hivelocity Support Dept
    https://support.hivelocity.net
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Feb/28/2012 10:49:57AM
    Hello,

    As I just advised in ticket 155424, my concern is that this server continues to
    be a spam source even after you reloaded the server. This leads me to believe
    you have done nothing to mitigate the issue with your accounts and have simply
    migrated all content to the newly reloaded server.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 12:25:16PM
    Hello support,

    We need to investigate this further. thus, could you please put back server
    online. so that we can go through each account and see which one is abusing the
    server. We will get back to soon.

    Please note" this will directly effect to our business. So please give
    online the server until we rectify the issue.

    Regards,
    admin bytesrack
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Feb/28/2012 12:53:16PM
    Hello,

    We will not turn on a spam source and allow any further time for resolution.
    Since you failed to resolve the hacking issue for over 2 months and spam was
    still being sent from this server as recent as yesterday which caused further
    RBL listing the server has been terminated from the network.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 12:59:12PM
    We are are very new to spam abuse. Please help us to solve this issue. Can you
    help us. We will pay you.
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Feb/28/2012 1:01:36PM
    Hello,

    It is a bit late to be asking for assistance when it was offered 2 months ago.
    The server has been terminated from the network.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 1:13:12PM
    That mean you have been removed? I need my backups. That mean you are never
    going to reconnect right?
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 1:19:17PM
    If you can not put back online I need my backup. I have to find a another DC.
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Feb/28/2012 2:58:57PM
    Hello,

    You may contact your account manager in regards to purchasing the harddrive if
    you do not have a local backup.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Feb/28/2012 3:40:16PM
    Hello,

    I will authorize the haddrive to be released if you desire to purchase.

    The cost for a 1TB Sata will be $150.00 plus shipping.

    You will be required to pay for shipping and making shipping arrangments.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 7:55:51PM
    Listen . Please put back online. I'm going to loose all of my clients. Please .
    Put online for one day. Pleaseeee..
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 8:04:33PM
    Please put back online only for 24 hours. Please I need o get a backup.
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 8:54:02PM
    My Clients are going to take a leagle action for us. Please put back online only
    for 24 hours time. Pleaseeee. we are with you nearly one year with you people
    and I recommend you people for so many people. Even in WHT forum . Please
    discuss with Steve and please do some thing. Otherwise I have to close my
    business.
    Please do this favor. Pleaseeeeeeeee.
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 8:56:02PM
    My life is 100 % depending on this server , My wife Children everyone are
    depending on this server. Pleaseee...
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 10:13:48PM
    Please reply to my ticket.
    Reply | Reply & Quote
    Staff
    From: Jason Sayre Sent to Bytes Rack Hosting on Feb/28/2012 10:25:36PM
    Hello,

    Jay has left for the evening. It also seems as though he has given you the
    information you will need to retrieve the data that was located on your server.
    Please direct all further questions to your account manager.

    Thanks!
    --
    Jason S.
    Hivelocity Support Dept
    https://manage.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Feb/28/2012 10:29:49PM
    Please send me my account managers contact details
    Reply | Reply & Quote
    Staff
    From: Javier V. Sent to Bytes Rack Hosting on Feb/28/2012 10:40:54PM
    Hello,

    You can contact an account manager at [email protected]. He can also be reached at ext: 246


    --
    Javier V
    Systems Administrator
    Hivelocity Support
    Reply | Reply & Quote
    Staff
    From: "Sasha B." <> Sent to Bytes Rack Hosting on Feb/29/2012 9:11:10AM
    As already informed by Jay he has authorized you to purchase the drive and have
    it sent to you

    Hello,

    I will authorize the haddrive to be released if you desire to purchase.

    The cost for a 1TB Sata will be $150.00 plus shipping, and the 2nd 500GB Hard
    drive would be $100

    You will be required to pay for shipping and making shipping arrangments.

    Thank you!

    -Jay


    I can create the invoice for you to make payment on it, and you will need to
    provide me with a Fedex or UPS label and we will have it shipped out. It does
    look like you have 2 drives in the system, so we would need to which one you
    would like to purchase of if you need to purchase both Drives.

    Let me know if you have any other questions

    Thanks

    Sasha
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/01/2012 3:45:19AM
    Ok Please send 500 GB Hard Drive . Please send me price for shipping. send me
    via Fedex , DHL or UPS
    Reply | Reply & Quote
    Staff
    From: Tommy C. Sent to Bytes Rack Hosting on Mar/01/2012 7:55:33AM
    Hello,

    You'll need to provide us with a shipping label from your choice of Shipper.

    To confirm, you want ONLY the 500GB HDD, which is $100.


    --
    Thanks,

    Tommy C.
    Hivelocity Impressive Support Dept
    Systems Administrator
    https://manage.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/01/2012 10:55:42AM
    Yes I need only that 500 Gb drive only.

    This is my Address

    No 33 B 2nd Lane
    wanatha Road
    Gangodawila
    Nugegoda
    Sri Lanka

    Send me via DHL
    Reply | Reply & Quote
    Staff
    From: Chris A. Sent to Bytes Rack Hosting on Mar/01/2012 11:40:11AM
    You will need to setup shipping and provide us with a shipping label. I will
    invoice you for the drive and you can make payment - the drive will be shipped
    once payment is made.

    Thanks,
    --
    Chris Abella
    Billing Department
    [email protected]
    888-869-4678 ext 234
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/01/2012 2:03:08PM
    What do you mean by shipping label?
    Reply | Reply & Quote
    Staff
    From: Chris A. Sent to Bytes Rack Hosting on Mar/01/2012 2:58:37PM
    Advised what was needed via chat - please reply when that is completed so we can proceed.

    Thanks,
    --
    Chris Abella
    Billing Department
    [email protected]
    888-869-4678 ext 234
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/02/2012 10:13:31PM
    Ok I will pay the invoice by Monday. And I will arrange shipping via fedex.
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/02/2012 10:23:38PM
    Actually my backup is very urgent. Clients are calling every second. Can you do
    like this. Now I have a new server. Can you transfer my daily backup directory
    to my new server. I will pay administration fee. 100 USD per hour.

    Can you do that?
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/03/2012 10:29:13PM
    Please reply me.
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Mar/05/2012 10:39:51AM
    Hello,

    Please provide the following:

    What is the servers root login information?
    What is the path of the folder you want uploaded to your new folder?
    What is the FTP hostname or IP of your new server?
    What is the FTP username?
    What is the Password?

    I will then see what I can do to FTP the data over for you. This will be
    billable at the standard rate of $100/hr.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/06/2012 1:32:01AM
    Hi.


    My backup files are located in 500 GB Drive. There is have a directory call
    /backup . I need only daily backup folder only. Please check the capacity of
    that folder.


    Kind Regards

    Marx
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Mar/06/2012 9:23:20AM
    Hello,

    You have not provided any of the login information requested and I am unable to
    assist without it. In addition, you will first need to make payment for $100 to
    the billing department before we proceed.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/06/2012 10:22:38AM
    Hello

    Ok Create a folder /backup in my new server and transfer to that.

    220.247.224.235

    root

    password XXXXX
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Mar/06/2012 11:06:30AM
    Hello,

    I will not create anything on your new server and did not ask for its root
    login information. I asked you for very specific information twice now and also
    instructed you to contact billing to pay the $100 before we proceed. At this
    time I think it is best if you simply purchase the harddrive and have shipped to
    you as you could have already had it in your possession versus all this going
    back and forth.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/06/2012 9:38:33PM
    Please inform your billing department to send a invoice. I will pay .
    Reply | Reply & Quote
    Staff
    From: Tommy C. Sent to Bytes Rack Hosting on Mar/07/2012 6:13:51AM
    Hello,

    OK, we will generate an invoice for the price of the hard drive. You will need
    to provide a Shipping Label from your choice of shipper.


    --
    Thanks,

    Tommy C.
    Hivelocity Impressive Support Dept
    Systems Administrator
    https://manage.hivelocity.net
    Reply | Reply & Quote
    Staff
    From: Chris A. Sent to Bytes Rack Hosting on Mar/07/2012 7:35:25AM
    You have already been invoiced for the drive as I stated before. You need to
    setup a pickup via UPS/FedEx/DHL and send us the shipping label to affix to the
    box. When we receive the shipping label and payment for the drive, we will
    release it for shipping.

    Thanks,
    --
    Chris Abella
    Billing Department
    [email protected]
    888-869-4678 ext 234
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/07/2012 8:47:04AM
    No No. What I mean for your administration fee. 100 Hr
    Reply | Reply & Quote
    Staff
    From: Tommy C. Sent to Bytes Rack Hosting on Mar/07/2012 8:49:28AM
    Hello,

    Jay had said earlier that we won't be doing the work, and you'll need to have
    the drive shipped to you:

    "At this
    time I think it is best if you simply purchase the harddrive and have shipped
    to
    you as you could have already had it in your possession versus all this going
    back and forth.

    Thank you!

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



    --
    Thanks,

    Tommy C.
    Hivelocity Impressive Support Dept
    Systems Administrator
    https://manage.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/07/2012 9:38:51AM
    I'm not in a possion to buy Hard Drive because it will take long to to reach our
    office. And also there is have a extra risk because can damage data while in
    shipping. Best way is to transfer all backup data to my new server location. As
    I mention before I already created a backup location in my hard drive . so
    please please transfer all data to that location. Please make a invoice that
    purpose only.


    220.247.224.235

    root

    password XXXXX
    Reply | Reply & Quote
    Staff
    From: Chris A. Sent to Bytes Rack Hosting on Mar/07/2012 10:01:30AM
    As stated - they will not do any other work and you will need to purchase the
    drive. If you do not choose to purchase the drive it will be recycled for use by
    the end of the week on 3/9/11. Let us know how you would like to proceed else we
    will put it in for recycling on that date.

    Thanks,
    --
    Chris Abella
    Billing Department
    [email protected]
    888-869-4678 ext 234
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/07/2012 12:12:38PM
    Ok give me time until day after tomorrow.
    Reply | Reply & Quote
    Staff
    From: "Sasha B." <> Sent to Bytes Rack Hosting on Mar/07/2012 12:17:26PM
    Please make sure you contact Chris by Friday in order to get that Drive Shipped

    Thanks

    Sasha
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/09/2012 9:58:31PM
    Hello
    I have been with Hivelocity nearly one year. But you people remove my server
    without informing us. Now our business is 100 % lost. Now we are going to close
    our business.

    Please put back my server for 2 days time. I need to take a backup. After that
    I do not want continue with your people .I don't want pay for the Hard Disk.
    because my company is 100 % lost because of Hivelocity.


    Note: *************************If you do not put back online for 2 days I will
    charge back my all payments.***********************************************
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/09/2012 9:59:26PM
    I will put thousands of bad reviews in WHT and IT forums about your company..
    Reply | Reply & Quote
    Staff
    From: Tommy C. Sent to Bytes Rack Hosting on Mar/10/2012 8:14:16AM
    Hello,


    We tried to work with you and get the data copied over to a server not in our
    DC, but you never replied with any of the asked for information. Even after
    asking numerous times, you did not want to give us the info we needed to FTP the
    data to your new server.

    You can purchase the drive and have it shipped to you. We do not want to keep
    your data. At this point since you didn't reply before 5:00 PM on Friday, I can
    guarantee that the hard drive is still available. If so, do you want it shipped
    to you so you can recover your data? The price of the drive and the price of the
    admin work you wanted to pay for are the same. The only extra is in getting it
    shipped to you. That could've been avoided if you had simply done as we asked
    earlier, but at this point we will not be putting your server online, nor will
    we be doing any admin work for you. If you'd like the drive, you can have it
    for the same price, $100, as the admin work would have been.





    --
    Thanks,

    Tommy C.
    Hivelocity Impressive Support Dept
    Systems Administrator
    https://manage.hivelocity.net
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/10/2012 11:24:15AM
    Hello,

    Thanks for your prompt action,

    Due to the current crisis in our company because of server termination, we are
    not in a position to pay even $100.
    Further more, We need our backups to be handed over to our 500 customer,
    therefor we are in a big trouble. Some of the clients were informed us that
    they will go to the court regarding this issue. Thus, Please emphasis and try to
    understand our situation to take an better action to give our backup reasonable
    way. So, please be good enough to put our server online 2 days time (dates will
    be informed you and we will do the transferring works) or transfer the whole
    backups to our new server backup folder. (Free of charge)
    If you agree for this i will give the server credentials and folder name to
    transfer.

    if you couldn't follow the above plans, there is no 2 thinking times. we which
    to charge back the money we spent to our server.. And we will find a another
    solution to get the backups.
    looking forward to hearing from you a good news..................


    www.bytesrack.com
    Systems Administrator
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/10/2012 10:07:21PM
    I need an answer.
    Reply | Reply & Quote
    Staff
    From: Shannon W. Sent to Bytes Rack Hosting on Mar/11/2012 1:59:00AM
    I will be setting up temporary access to your data. Please provide the IP you
    will be connecting from. The server will be behind a firewall and only
    accessible from the IP you provide.
    Reply | Reply & Quote
    Staff
    From: Shannon W. Sent to Bytes Rack Hosting on Mar/11/2012 4:31:51AM
    I have your server online. I am just awaiting for you to provide the IP the
    server will be accessed from.
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/11/2012 5:05:38AM
    Thanks for your quick support.

    IP Address 67.202.94.163


    This is the IP address in our new server. We will log in to the putty and we
    will be SCP all the backup files from your Hard Drive or through cPanel. Please
    provide us the correct backup location.

    We need to get our daily backup . Daily backup is located in a 500 GB drive.
    Reply | Reply & Quote
    Staff
    From: Shannon W. Sent to Bytes Rack Hosting on Mar/11/2012 5:10:13AM
    I have made it where the IP 67.202.94.163 can access the server completely. The
    location of the file will be the same as when the server was fully accessible.
    It is the same server and the setup has not been changed.
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/11/2012 5:42:59AM
    Thanks for your support. Once we finish the migration we will let you know.
    Reply | Reply & Quote
    Staff
    From: Conal M. Sent to Bytes Rack Hosting on Mar/11/2012 4:10:43PM
    Hello,

    Are you still migrating at this time?




    --
    Conal
    Systems Management Specialist
    [email protected]
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/11/2012 9:04:26PM
    Yes Still in migration. We nee another 10 hours.
    Reply | Reply & Quote
    Staff
    From: Matthew L. Sent to Bytes Rack Hosting on Mar/11/2012 9:07:19PM
    No problem,

    I am placing the ticket "on-hold" with a timer to re-open in 10 hours.
    Or, if you are done and respond this should open this ticket again.

    Thanks,
    --
    -- Matthew --
    Hivelocity Impressive Support
    Reply | Reply & Quote
    Staff
    From: Shannon W. Sent to Bytes Rack Hosting on Mar/12/2012 7:05:05AM
    How are you progressing in your migration?
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/12/2012 7:37:00AM
    Hello,

    We have almost finished our migration. But, we have realized that Some of the
    accounts were missed and not there in the weekly backup folder. But We remember
    that there was a Daily backup folder exist in 500GB hard. Can you please find
    the Daily backup folder and let us know to proceed further.

    Regards,
    System Administrator
    www.bytesrack.com
    Reply | Reply & Quote
    Staff
    From: Shannon W. Sent to Bytes Rack Hosting on Mar/12/2012 7:42:42AM
    Your daily cpanel backups would be /backup/cpbackup/daily
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/12/2012 8:11:06AM
    Hello,

    Thanks for the quick reply.

    This is the correct backup that we needed. So we will start to copy them to our
    server location again. Please don't shutdown the server until we inform you. It
    wi'll take another 1 day to complete the migration.

    Thanks, best regards,
    systems administrator
    www.bytesrack.com
    Reply | Reply & Quote
    Client
    From: Bytes Rack Hosting
    [email protected] Received on Mar/13/2012 2:30:04AM
    Hello

    Now backup is ok. Now you can shutdown your server. Many thanks for your help.
    I really appreciate your help. I have been with you people nearly 3 years. This
    is my 2nd server. I purchased 1st server for my previous company.


    I have to give a small advise. Please inform to your management don't play with
    business. If you want to terminate your clients servers please inform them to
    take a backup.Other wise HIVELOCITY VENTURES will go down day by day. As a
    result you people will loose jobs. Please advise your management team.

    In last 4 years you guys gave us a good support. I really appreciated it. Now I
    have to say good bye.


    Special Thanks to Scott , Sasha , Steve. Dave ,Shannon , Karl , Tommy , Chris ,
    Sara ,Jay and other staff


    Good Bye Hivelocity. We wish you all the best.

    Best Regards

    BytesRack Hosting Management team and Staff
    Reply | Reply & Quote
    Staff
    From: Jay M. Sent to Bytes Rack Hosting on Mar/13/2012 10:30:36AM
    Hello,

    The server has been removed from the network.

    Thank you!

    -Jay
    Sr. Systems Administrator
    HiVelocity Engineering Dept.
    http://www.hivelocity.net
    Last edited by CD Burnt; 05-01-2012 at 02:21 PM.

  27. #27
    Join Date
    Jun 2011
    Location
    Miami, FL
    Posts
    824
    Quote Originally Posted by ALEXEI_M View Post
    My experience with Hivelocity. Guys please away from Hivelocity. They are terminating clients servers without any notice.

    See my bad experience with Hivelocity
    Based on what I see from the OP and your own thread, they provided you with several months notice/attempts to work with you.

    Regarding the "bad experience" with Hivelocity that you posted, it seems that they went above and beyond what other DC's would've done to get you your data...<sarcasm>yep, a real bad experience there</sarcasm>
    • Jeff Tysco • President • Cingular, Inc.
    • Business Class Hosting Services
    • Your Total IT Solutions Provider

  28. #28
    Quote Originally Posted by NetBuster View Post
    I'm just wondering how the user 'HiveVelocityGM' will answer to this thread.
    The OP posted most of our correspondence so I am not sure what there is left for me to add. The customer hosted a known ROKSO spammer. We sent him an abuse complaint with instruction to remove the ROKSO spammer from the network immediately or we would terminate the server. 2 days later the ROKSO spammer was still not removed from the server and network, the same ip was once again sending spam, instructions were not followed and we terminated the server. We have offered numerous times to sell the customer his drives at cost and he could have them shipped next day air.

    It is an unfortunate situation for everyone involved except the spammer. Nothing good happens when you sign up ROKSO spammers.
    Steve Eschweiler- Hivelocity- Director of Operations
    Bare Metal Servers. Colocation. Private Cloud.
    Customers in over 130 countries. Privately owned and operated data centers.
    Limited Supply Outlet Server Specials

  29. #29
    Hello Steve, I'm the unlucky, unfortunate owner of VPS 199.119.100.145 inside Chris' 199.119.100.142 ... is there any way to salvage my clients' files? If I can get the tarballs (you can just change the root password from the console).

    I haven't got any refund either.

    Quote Originally Posted by HivelocityGM View Post
    The OP posted most of our correspondence so I am not sure what there is left for me to add. The customer hosted a known ROKSO spammer. We sent him an abuse complaint with instruction to remove the ROKSO spammer from the network immediately or we would terminate the server. 2 days later the ROKSO spammer was still not removed from the server and network, the same ip was once again sending spam, instructions were not followed and we terminated the server. We have offered numerous times to sell the customer his drives at cost and he could have them shipped next day air.

    It is an unfortunate situation for everyone involved except the spammer. Nothing good happens when you sign up ROKSO spammers.

  30. #30
    Quote Originally Posted by mrwaterdancer View Post
    Hello Steve, I'm the unlucky, unfortunate owner of VPS 199.119.100.145 inside Chris' 199.119.100.142 ... is there any way to salvage my clients' files? If I can get the tarballs (you can just change the root password from the console).

    I haven't got any refund either.
    I am not at liberty to discuss much of the situation with a customer's customer, however, I can tell you we have provided an option for our customer to regain the data. You will have to deal with your host directly on getting the data from him.
    Steve Eschweiler- Hivelocity- Director of Operations
    Bare Metal Servers. Colocation. Private Cloud.
    Customers in over 130 countries. Privately owned and operated data centers.
    Limited Supply Outlet Server Specials

  31. #31
    Join Date
    Sep 2008
    Location
    Chicago, Illinois
    Posts
    648
    <QUOT> Based on what I see from the OP and your own thread, they provided you with several months notice/attempts to work with you.

    Regarding the "bad experience" with Hivelocity that you posted, it seems that they went above and beyond what other DC's would've done to get you your data...<sarcasm>yep, a real bad experience there</sarcasm>
    </Quot>


    Yes they inform me . But they did not gave me time at least 4-5 days to investigate my issue.

  32. #32
    Join Date
    Mar 2010
    Posts
    4,487
    Quote Originally Posted by ALEXEI_M View Post
    <QUOT> Based on what I see from the OP and your own thread, they provided you with several months notice/attempts to work with you.

    Regarding the "bad experience" with Hivelocity that you posted, it seems that they went above and beyond what other DC's would've done to get you your data...<sarcasm>yep, a real bad experience there</sarcasm>



    Yes they inform me . But they did not gave me time at least 4-5 days to investigate my issue.
    If it takes you 4-5 days to resolve an issue like that, you are going to have this problem with most hosts. It should take 24 hours at most and if it took 24 hours I would probably be angry at my administration team that I'd be paying for, for taking that long. I think your review has done you more harm than good. 4-5 days is putting numerous other clients that are on the same network at risk. Let me know to never use a provider you sign up for.
    Last edited by techjr; 05-01-2012 at 09:48 PM.

  33. #33
    Join Date
    Jun 2011
    Location
    Miami, FL
    Posts
    824
    Quote Originally Posted by ALEXEI_M View Post
    Yes they inform me . But they did not gave me time at least 4-5 days to investigate my issue.
    Good luck finding a host that will give you that much of a time frame. 24 hours seems to be the max that I normally see, and from what I see in Hivelocity's Legal documents, several areas indicate that your service can be terminated immediately in these cases (With no refund).
    • Jeff Tysco • President • Cingular, Inc.
    • Business Class Hosting Services
    • Your Total IT Solutions Provider

  34. #34
    Join Date
    Jun 2011
    Location
    Miami, FL
    Posts
    824
    I quickly scanned the AUP and found two items that just jumped out at me regarding this post...and this is without even reading through the legal terms in the ToS or etc...

    4-5 days...sorry don't think so. You should review the AUP/TOS/Master Agreement or etc before picking your next host and adhere to their rules.

    http://hivelocity.net/legal/aup/
    Commercial Advertising – E-mail
    ANY form of spamming activity (e.g. mail spam, Usenet spam, pop-up spam, selling/buying spamware, and so on) conducted ANYWHERE on the Internet, i.e. whether through our facilities or not, will be:
    Grounds for instant, permanent termination of all services with no prior warning. Grounds for seizure of all on-premises equipment and data
    Grounds for forfeit of all funds paid
    Will result in a demand for payment of a fine (to cover damage to our reputation)
    $500/incident/spam clean-up fee, all of which is payable within 24 hours or will be referred to a collection agency
    and

    Refusal of Service
    We reserve the right to refuse, cancel or suspend service at our sole discretion. All Sub-Networks, distributive hosting sites and dedicated servers of Hivelocity must adhere to the above policies. Failure to follow any term or conditions will be grounds for immediate account deactivation without refund. If you have any question regarding this abuse policy please feel free to contact Hivelocity at [email protected].
    • Jeff Tysco • President • Cingular, Inc.
    • Business Class Hosting Services
    • Your Total IT Solutions Provider

  35. #35
    Join Date
    Jan 2011
    Posts
    294
    It is indeed frustrating, and a very hard situation to be coming at.

  36. #36
    Join Date
    May 2003
    Location
    San Diego, CA
    Posts
    351
    Quote Originally Posted by mrwaterdancer View Post
    Hello Steve, I'm the unlucky, unfortunate owner of VPS 199.119.100.145 inside Chris' 199.119.100.142 ... is there any way to salvage my clients' files? If I can get the tarballs (you can just change the root password from the console).

    I haven't got any refund either.
    You're saying you were an innocent victim of the OP that was hosted on the same server as the spamming VPS and the OP hasn't provided you a refund? That's worthy of its own thread.

  37. #37
    Join Date
    Mar 2012
    Posts
    345
    I understand how you feel op, but if you had a sysadmin he should be able to find the spammer and blocked it. either your sysadmin us not qualified enough or he dosent even know what he is a doing.

    why would you even un-suspend the VPS? like other said you could had just mouted the files and look into it.

    for me i would suspend the vps and terminate it, such spammers will not be allowed in my server

  38. #38
    Join Date
    Jun 2011
    Location
    Internet
    Posts
    2,579
    Quote Originally Posted by ALEXEI_M View Post
    My experience with Hivelocity. Guys please away from Hivelocity. They are terminating clients servers without any notice.

    See my bad experience with Hivelocity
    I didn't read all of it, but if your wife and kids are depending on one box, you've got your priorities wrong.

  39. #39
    Join Date
    Dec 2011
    Posts
    516
    /delurk

    My take-away from this thread is that Hivelocity sounds like a stand-up company.

    If you sign up a ROKSO spammer and don't immediately pull the plug on them when notified of such you have no one to blame but yourself.

    If it takes you "4-5 days" to deal with a spamming customer? Your "admin" should probably find a new line of work.

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