Abuse department usually is not 24/7. if you are in rush you might need to open a ticket in Support Department. However 3 days a bit rough!
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I've posted this thread because I can not tolerate PhotonVPS anymore.
My VPS has nulled-ip due Abuse report about phishing site.
I guarantee that I did not to do.
My site was hacked by someone via FTP and they put phishing page on sub directory.
I've deleted all phishing page in VPS, Changed FTP password and explain about this via ticket system. But 3day passed they don't reply any things.
Now, I just wanna get my data back and petition them to re-enable ip just for temporaries to make backup.
The live chat on their website can't help any thing.
Usually the customer is responsible for securing their VPS unless it is a managed solution, which I doubt this is. So the fact that your ticket was ignored might be because they did not have to answer it in the first place. Just my two cents of course.
If it is an FTP compromise, before you look into server security, I suggest you to scan the local machine / network which uses the compromised login. There is high possibility that the FTP ( without SSL ) used in a compromised system can easily eavesdropped. So make sure the system is not compromised. Encourage SSL / SFTP connections and strong password. Additionally set something that can scan FTP uploads and alert you if it finds something fishy.