Well Steve I hadn't tried phoning as yesterday, being Sunday, was outside their support hours. However I've just tried the support number and get a recorded message which says:-
"This is a digital mail DM Club phone number, it is currently unused and available for sale...."
It appears to me that they might have closed down the business. I'm not too worried as I've already moved all my sites away from them. All I wanted to do was access my Control Panel in order to formally close my last account - I guess it doesn't matter any more.
You're right Gary, I have not only got data backed up, but also got the sites hosted elsewhere. My only reason for wanting to contact them is to formally close the account. HostPlus have some questionable T&Cs - I seem to remember something like "unless you give us due notice that you want to close an account we'll bill you for another two years regardless" - I just wanted to do things properly and avoid any aggravation.
It all seems a bit academic, so I'm not going to waste any further time on this.
Hello Mark, as you'll see from the above, I can't help you. It looks like they're either in some kind of meltdown situation or they are re-jigging their whole operation. If the former, it would explain the lack of warning to the customers, if the later, it's downright daft to perform this exercise without telling your dwindling customer base what you're up to.
I'm lucky in that I managed to move my sites and get a couple of domains re-tagged before this latest wobble. So I'm free after two years of HostPlus roller-coaster hosting!!
I have one major issue, that my main domain name appears to have been transferred to a private address in Swindon, which I believe according to the company details is Chris Grant's home address.
How can I transfer my domain when it appears to have been hi-jacked in this manner ?
Hello ukcobra. I wondered whether you'd found anything out from your call to the Registration Agent?
The Control Panel is still down - I'm guessing that they're doing the "upgrade" that they threatened to carry out in "the next two weeks" on 29th March. That's the upgrade where they said that:
"These changes are being made following extensive customer feedback and are intended to create a cutting edge environment suitable for all your needs."
I did a Reverse IP lookup on their three servers (one at Pipex and two at Host Europe) at the beginning of April - they seemed to be hosting a total of 207 domains. I've just repeated the exercise on the same servers and find they're now hosting a total of 178 domains! I shouldn't think a hosting company of their size can afford to lose approx 30 accounts per month for long!!
The TAG registration has moved from TotalReg (who answer their phone) to DeeNine who do not.
The address details have also been amended and no longer point to Chris Grant's home address.
Therefore I am a little stuck currently, as Hostplus are not responding to emails, nor can I log a support ticket with them. As I understand it Nominet will change the TAG details under certain circumstances, and I suspect I will have to provide evidence I am the owner and my reasons for moving the TAG. There is an admin charge of £15+Vat to pay, which is reasonable as it will give me a great deal of peace of mind.
I think 7 days is reasonable to wait for DeeNine/Hostplus to respond . The clock is ticking.....
The sites I have with Hostplus are offline again., ticket logged, I'm interested to hear what the root cause is. These domains are not really live anymore, as I've moved the day to day operation elsewhere.
I'm just interested to see what level of service they provide.
Email response received 45 minutes later confirming somwone is working on the problem. Looks like the sites on this server have not yet moved to the new server, so I am expecting more outages. It looks like their migration is not yet complete.
This is the fastest support response I have seen in a long time, I hope they have turned the corner and continue responding to support resustes in this manner.
I'm surprised that none of Hostplus' other customers have joined in here!
My only interest is that I still have "paid for" hosting with them (although I moved the sites to United Hosting some time ago), and I also support a friends site that's still there. I'm also intrigued as to why, what seemed to be a fairly efficient operation, has gone so far down hill.
I see that their Control Panel page and d9-status.com are now "Page cannot be displayed".
ARGH! At least some other people are sharing my pain! Hard luck, guys... All my HostPlus / Deenine sites have been down for the last 3 days. No email service either.
Their phone lines have been cut off (as well as the "This...phone number is currently unused and available for sale...." the only other number listed on the DeeNine and HostPlus pages says "Thank you for calling Sierra Incorporated", an unrelated American company.
Dreadful service - used to be great, but went totally off the rails. I can't begin to describe how much hassle they caused me by taking client's sites down, flaky connections, elastic servers, no response for support etc.
Yes - all my domains with HostPlus have dissappeared too
Just adding my experience to the list. All mys domains with HostPlus "cannot be found" now. Luckily, I have them with a separate Registrar so can create space on another server and change the tags minimising the downtime. I wonder what happens to domains that they registered? I know they used TOTAL REGISTRATIONS up until recently, will TOTALREG give control over to the domain name owners now?
Can't say I'm surprised at this. I had an annual reseller contract with them that recently was up for renewal, I switched to a monthly contract as I felt they may not last much longer...
I rang TotalReg last week and found out that a few days beforehand they had re-tagged everything to DeeNine.
I think I'll have to wait until either Hostplus get everything up and running or finally cease trading, as to me, the signs are that are struggling.
Their webpage advertises their own servers, and it looks like they are now using someone elses, their telephone number is now owned by Sierra, and they have not sent any emails indicating that the migration will be occurring.
Thanks, ukcobra. After posting I whois'd hostplus.co.uk and see that their DNS is now andhosting. I went to andhosting.com typed "hostplus" in their Search box - the result was that their mysql didn't seem to like that and produced an error page - oops!
This all seems to be a right mess, I'm just glad I got my TAGs changed and relocated my sites before this final disaster.
Good luck - I've moved to unitedhosting.co.uk - more expensive, but an entirely different experience - only been there a few months - support during site transfer was excellent.
the last paragraph of the All About..."
"We have a firm belief in maintaining an honest and open relationship with each and every customer to that end we treat every customer with the courtesy and respect that they deserve from the first time the telephone rings. "
and, point 5 of the Cusomer Charter:
"All customers have direct contact details for a senior member of staff should they feel the need to contact them – our management enjoy frequent contact with our valued customers, in an effort to improve customer service."
Hmmm... Are there any Blueleaf customers out there who can report on their experiences with this company?
Well Zaphodz, I did a Reverse IP lookup (at www.whois.sc) of IP address 220.127.116.11 (which is where NS1 for blueleaf is located) and find that there are just three sites hosted on that server/IP address:-
Ukcobra... you seem to be misunderstanding here. Blueleaf IS most certainly related, because it seems to be owned by the same guy who owns Deenine/Hostplus.
And as people do not seem to be getting much back from them, it is sensible to investigate other contact options.
At the very least, the owner of Deenine can presumably be contacted via the Blueleaf site... as he doesn't seem to be taking much notice of correspondence from his 'old' sites.
This situation is starting to look ominous. Sites are down and 'Support' are not responding. The phone number seems to end up somewhere rather strange.
If this has gone pear shaped... at least someone has tracked down the owner. Rather useful I think, not only to press for the currently lacking support, but potentially for awareness of what sort of business Blueleaf might turn out to be.
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I am not misundertsanding anything. This thread is about the support emails to Hostplus.
I know who the MD of Hostplus was, I have got copies of the company accounts via Companies House. As far as i can tell, Chris Grant is no longer running the business. The contact details I had earlier this year were different.
My domain name which was registered to Chris' home address has been changed. I am sure if you ring Blueleaf they will claim they are nothing to do with Hostplus / DeeNine.
I would not suggest they are linked unless someone in an offical capacity from Hostplus or Blueleaf says so.
I suggest we get back on track about the lack of email support at Hostplus and theorise about wether Blueleaf are anything to do with it. It's not relevant.
Thankyou for confirming you are an ''impacted' hostplus customer.
I do have some ideas, and I am pursuing them. Fortunately I have Chris' home address and telephone number, however, I don't expect to have to use it. Swindon is not too far from here, and I can easily be there in 45 minutes. My data is safe, as I have good backups.
The only thing I need is the domains to be transferred to a hosting company that is in business or for Hostplus to solve their problems and provide the control panel access and hosting I have paid for.
From my research they have started acting as a reseller to 'andhosting', some of my friends accounts are still live at Hostplus, some are live on andhosting, and only one of mine has been set up at the new server, although no data transferred. The other 2 have had their DNS records changed, but no emails have been received or accounts set up at 'andhosting'.
We should share information and tackle this as a group. How do you want to proceed ?
We were totally unaware of any issues here until yesterday, when our sites went down (403). The seriousness of the situation only became obvious when we could not make contact: the phone number now does to somewhere else, and emails are just ignored.
Some one here has just sent an email to Blueleaf, so we will see if that leads anywhere. At the very least, they should come back and provide credible contact information for whoever owns Hostplus. If they ignore it, we will continue to press them.
One thing that might be worth trying is contacting .Net and similar publications. Maybe they have some contact data for whoever placed their last ad.
Fortunately for us we didn't trust our domain names with these guys. We have already been able to move our sites away. However... we paid them 2 years in advance!
I still reckon though that Chris Grant is the best bet for info. As I mentioned above, even if he can't help... he should know who can.
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