Page 1 of 2 12 LastLast
Results 1 to 40 of 72
  1. #1

    Angry My site was suspended by hostingplex

    When I came back from Chicago, I opened my website and found this message:

    This Account Has Been Suspended
    Please contact the billing/support department as soon as possible.

    Yes. I contacted with hostingplex.com right away and asked the reason for the suspension. It was "as soon as possible".

    But till now, 30 hours passed, I received no response from them. I called, submitted several tickets and tried the live chat. I registered an account in their forum, but my account has no privilege to submit a topic.

    My website has been down for more than 30 hours. I don't know the reason why my accont was suspended. They failed to drop me a line about this issue and to give me some information about that.

    Tomorrow is Sunday. There may be little chance to get any support from them. I have been waiting for their support the whole night yesterday and the whole day today.

    I do not want to complain about their amazing down time, but I feel annoyed about their support.

    Well, still waiting for the response.

  2. #2
    They suspended your website without sending out a notice/reason to why they suspended your website?

    What kind of a website do you have?

  3. #3
    That's what I complained. They did not give me any reason about the suspension.

    My website is a blog. Very small. It only consumes 20% of Bandwidth or less every month.

  4. #4
    Have you tried calling their support number?

  5. #5
    Hi, WN-Ali,

    Yes. I called them and got some automatic response and wanted me to leave a message.

    Just now, 31 hours passed. I received some lines from them. They told I could not use their service any longer because I violated their AUP, mainly the "Excessive Usage" paragraph. They mentioned that queries might not be be a result of poor database queries.

    But before the suspension, they did not mention this problem to me. If they did so, I would surely look into it and optimize the codes.

  6. #6
    I decide to transfer to other host. I am not happy with the service and amazing down time of hostingplex.com, anyway. They even do not want to discuss and solve the problem with me and shut my website down.

    I am afraid about the refund. Will it take a century? I don't know.

  7. #7
    How long have you been with them? If you signed up less then 30 days ago, ask for your money back and find a new host.

  8. #8
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    blogsir, you mentioned downtime earlier. Were you referring to this suspension incident?

  9. #9
    I asked for a refund in the 30 days money back guarentee period due to the amazing down time. But they persuaded me that they have solved the problem and promised to move my website to other server.
    I was tired with the host transfer. So I stayed with their service. But now the 30 days has passed.

    I truely want to find a new host.

    WN-Ali, thanks for your concern.

  10. #10
    Originally posted by ldcdc
    blogsir, you mentioned downtime earlier. Were you referring to this suspension incident?
    Idcdc:

    I asked for a refund because their downtime, but I was persuaded to stay because they promised that the server was OK and they resolved the problem. But the downtime remains high.

    My account is not under 30 days money back guarentee now.

  11. #11
    Any recommendations about my next host?

  12. #12
    What's your desired specs and budget?

  13. #13
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    I understand. Thank you for clarifying things for me.

    My account is not under 30 days money back guarentee now.
    You might not be eligible for a refund at all in this case. Check their TOS. The issue of prorated refund might be worth discussing with your host, but I doubt the option is available.

    Any recommendations about my next host?
    Before recommendations can be made, it would be good to know how much bandwidth your website consumes exactly. Your budget would also help people realise what kind of host you're after.

    Good luck!

  14. #14
    Join Date
    Sep 2004
    Location
    Northern Europe.
    Posts
    2,571
    You need a host that has better customer service than you experienced. Personally, I am using such hosts as Micfo, Site5, and DreamHost.
    Web Hosting Reviews based on real customer feedback
    77 Ways To More Traffic

  15. #15
    Join Date
    Dec 2004
    Location
    New York, NY
    Posts
    10,574
    Does anyone re-call that he said HostingPlex suspended him for using excessive resources? How many hits does your blog receive each day?

    --GSV
    MediaLayer, LLC - www.medialayer.com Learn how we can make your website load faster, translating to better conversion rates for your business!
    The pioneers of optimized web hosting, featuring LiteSpeed Web Server & SSD Storage - Celebrating 10 Years in Business

  16. #16
    Join Date
    Jul 2004
    Location
    Kent, UK
    Posts
    699
    This seems to be common excuse from webhost- poor database calls.
    This is absolute rubbish.
    If you have a mysql database, you can quite easily execute 100's of queries on it in one go, without causing much server resource usage.
    I used to run an online game, with about 2000 members, and every night i used to run about 25 queries for each user. The script took about 5 seconds to execute 50,000 queries- and this was in a shared hosting environment. No problems.

    Now posting on a blog and viewing a blog, surely that can't be using more than 20 SQL queries per viewer can it? If that's causing a load on the server, they need to rethink their servers.
    Andrew Thomas

  17. #17
    Join Date
    Jun 2003
    Location
    UK
    Posts
    6,601
    It could be that the blog script itself was taking up lots of CPU time as I've seen this esp with MT

    Rus
    Russ Foster - Industry Curmudgeon

  18. #18
    Join Date
    Jul 2004
    Location
    Kent, UK
    Posts
    699
    It seems unlikely that a simple blog would take up CPU time.

    If there server is overloaded, you can quite often find that the simplest of scripts shows up as taking 99% of CPU time simply because it's in a bottle neck. I've seen this on my server once or twice in the monitoring program, because the script ran when something else was running, like a cPanel update etc.
    Andrew Thomas

  19. #19
    Originally posted by elix
    Does anyone re-call that he said HostingPlex suspended him for using excessive resources? How many hits does your blog receive each day?

    --GSV
    Yes, they said I was using excessive resources in the shared host. As far as I know the bandwidth my site consumed every month is far below the bandwidth limit for my account.

    As I remember, the highest hits of my site is about 2000 IPs per day.

    My site is still suspended. They give no support this morning.

  20. #20
    Originally posted by ldcdc
    I understand. Thank you for clarifying things for me.

    You might not be eligible for a refund at all in this case. Check their TOS. The issue of prorated refund might be worth discussing with your host, but I doubt the option is available.

    Before recommendations can be made, it would be good to know how much bandwidth your website consumes exactly. Your budget would also help people realise what kind of host you're after.

    Good luck!

    There is 1.5 years left in my service. I do know they have the right to suspend my account. But I am wondering if I have no right to protect myself.

    Thanks

  21. #21
    Join Date
    Jul 2004
    Location
    Kent, UK
    Posts
    699
    Ask them exactly what CPU load, and which pages were taking up the resources.
    If they can't answer, then you ask them why they don't know.
    They must have grounds to suspend.
    If not, call you cc company, and ask them to help.
    They havn't been co-operative, which they need to be to comply with merchant accounts terms about compaints.
    Andrew Thomas

  22. #22
    I have been waiting for 12 hours for support since my last ticket. No one is available.

    I tried the live chat, it is ridiculous!

    "You are now speaking with Sales Team of Sales.

    Your party has left this session."

    They left the session when I started the chat after trying for many times. That is ridiculous!!

  23. #23
    Join Date
    Nov 2003
    Location
    Toronto, Ontario
    Posts
    641
    blogsir, I have blocked you because are abusing the communication channels to us, opening tickte after ticket, opening live chat after live chat.

    you are aware of the entire situation, don't be a liar and act surprised about this suspension.
    Kevin

  24. #24
    Join Date
    Jul 2004
    Location
    Kent, UK
    Posts
    699
    Originally posted by HP-Kevin
    blogsir, I have blocked you because are abusing the communication channels to us, opening tickte after ticket, opening live chat after live chat.

    you are aware of the entire situation, don't be a liar and act surprised about this suspension.
    Care to fill us in, or is it private?
    Andrew Thomas

  25. #25
    Originally posted by thomas7
    Care to fill us in, or is it private?
    I really don't think they need to justify anything to you thomas7

  26. #26
    HP-Kevin,

    How many tickets in the system? Two? right? I just want to talk to you about the issue. I am impatient about your support. Yes, you should at least respond to your customers' tickets. Right?

  27. #27
    Originally posted by blogsir
    HP-Kevin,

    How many tickets in the system? Two? right? I just want to talk to you about the issue. I am impatient about your support. Yes, you should at least respond to your customers' tickets. Right?
    Even 1 was 1 more than should have been needed to be opened. Any suspension should be accompanied with immediate notification to the customer explaining how, when, why, etc.

  28. #28
    Join Date
    Jan 2004
    Posts
    45
    Originally posted by VP-Sandip
    I really don't think they need to justify anything to you thomas7

    I don't think is needed but to defend your business why not?

    Why offer so much bw and space that can't even be actually proviced cuz if so you will be suspended?

    Just doesn't make sence to me.

    Just a general question to you and keving that offer the same plan and have same site layout.

  29. #29
    Join Date
    Jul 2004
    Location
    Kent, UK
    Posts
    699
    Originally posted by VP-Sandip
    I really don't think they need to justify anything to you thomas7
    This is a public forum afterall....
    I'm not saying they have to tell us anything, i'm just asking.
    As I see it at the moment, hostingplex are just trying to cover it up, since they've provided no evidence to support their case. You would thought they would want to clear thier name.
    Andrew Thomas

  30. #30
    you are aware of the entire situation, don't be a liar and act surprised about this suspension.
    Liar? Then what is the truth? COuld you elaberate it!!


    Is it reasonable for me to ask for the exact reason about my suspension? You just dropped me a line said my site caused high load in your server. Anything in details.


    That is in your website!
    3. Resource usage:
    In most cases when someone is suspended for high resource usage, it was due to their site being under attack, and will be unsuspended. If this isn't the case, we will try to work with you to resolve the issue in a timely manner.
    I just wanted to talk to you and get some support and resolve the problem. Also want to discuss with you the actions after the suspension. You refused to talk to me.

  31. #31
    Join Date
    Nov 2003
    Location
    Toronto, Ontario
    Posts
    641
    Far more then two and you know that, you have sent more then 2 in in the last 12 hours alone. And you flood livechat with requests.

    When we suspend somebody, it is for legit reasons, we very rarely suspend people, we go far out of our way to accomodate excessive requirements but there is only so much we can do. We have been struggling with you for quite some time as you already know. We warned you to optimize your system, we even tried to optimize your mysql tables and such, with no luck.

    Due to the fact you started this thread with false information I really have no interest in working with you anymore, this clearly defines you and your intentions.
    Kevin

  32. #32
    Join Date
    May 2001
    Posts
    31
    It looks to me like giving the customer his data and a prorated refund may be the best action for both parties so that each can move on from this situation.
    Matt

  33. #33
    I admitted that I was something kind of impatient and then outrage when I did not receive any response from support team and my website was suspended. I was waiting. For 30 hours.

    I did appreciate the support from David. He at least contacted with me about the problem and told me that I could ignore the previous emergent message after I asked for the explanation in details.

    What I want to know is just which session, file, queries caused the high load in the shared server. So I can discuss with you and modify some codes or configurations in my site. But you cut the communication channel and are not willing to response at all.

    If you waited for a day, checked the emails with no response, tried the unavailable live chat for many times for more than a day, what is your feeling? Impatient, of course.

  34. #34
    Join Date
    May 2004
    Location
    Atlanta
    Posts
    412
    Originally posted by blogsir
    If you waited for a day, checked the emails with no response, tried the unavailable live chat for many times for more than a day, what is your feeling? Impatient, of course.
    Not necessarily

  35. #35
    Join Date
    Nov 2003
    Location
    Toronto, Ontario
    Posts
    641
    We have been trying to work with you for much longer then a few days, it is not our responsibility to ensure your software is efficent however we did try to help out, from what I understand Jonathan went through all your tables and query logs looking for ways to increase use of indexes, etc.

    Me and David discuss setting up a dedicated MySql server for your site however we later concluded this was going to be too much work to support. There must be some kind of communication problem here because you are missing a big piece of the story here, we have been working with you, and we have been warning you we were going to have to discontinue service if the load continued. Although David is the most public person in our support department, there have been several people involved in this.
    Kevin

  36. #36
    Join Date
    Oct 2003
    Location
    Chattanooga
    Posts
    8,985
    Blogsir,

    I had personally taken the time to notify you over a month ago that your site was using too many resources.

    I had asked you to do your best to work to resolve the situation - and time after time I convinced the administration not to suspend you, that you were working on the issue.

    We're always willing to amend the situation - either by providing you with an alternate database solution, VPS, etc. but your site is certainly no longer fit for a shared server.
    David
    Web hosting by Fused For businesses with more important things to do than worry about their hosting.

  37. #37
    Join Date
    Oct 2003
    Location
    Chattanooga
    Posts
    8,985
    Originally posted by blogsir
    I
    I did appreciate the support from David. He at least contacted with me about the problem and told me that I could ignore the previous emergent message after I asked for the explanation in details.
    Yes - over a month ago I was in contact with you specifically due to the loads you were causing the server.

    I had told you to 'hold off' temporarily while I worked with the administration but still I was ensured by you that you would do the best you could to reduce the amount of work you were causing the server.

    Again - this isn't any attack specifically on you, but your site is no longer small enough for a shared environment.

    I had held it off an entire month, your site was still the largest user on the specific server and getting worse daily.

    Feel free to contact me in private and lets see what we can do.
    David
    Web hosting by Fused For businesses with more important things to do than worry about their hosting.

  38. #38
    I appreciate your help. David. I sent you an email. Please check it.

    Kevin, after 30 hours from the time I submitted my first ticket, you sent me an email that did not try to solve the problem. I tried to communicate with you, but failed. That made me feel not good. Because my site was down, I was eager to resolve the problem, either moving to your VPS or moving to other host. Please understand my feelings. If there was some offenses from me, I'd like to say Sorry to you.

  39. #39
    reffer the comment,avioding these hosting service will be a smart choice.

  40. #40
    Blogsir, just out of curiosity, what weblog script are you using?

Page 1 of 2 12 LastLast

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •