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  1. #1
    Join Date
    Jun 2006
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    34

    Servage just suspended my account without any information...

    Servage just suspended my account without any notice. When i asked, i got this response, what should i do, i am offline für 24hours now - i am shocked about this ignorance:

    Dec 04 - 18:27 GMT
    Customer

    What do you mean? Please activate my account which i paid for!

    Please tell me what domain was attacked and give me the logs!

    Thank you!

    xxx
    Dec 04 - 17:53 GMT
    Servage

    Hello xxx,

    Kindly advice which measures you will take to avoid any further attacks for the future?

    Kind regards,
    Patricia, Servage Hosting
    Dec 04 - 14:36 GMT
    Customer

    What does that mean?!

    I cant do anything about DDOS Attacks?!

    I paid for the Hosting till februar 2007 - and all my domains are offline!

    xxx
    Dec 04 - 14:30 GMT
    Servage

    Hello xxx
    I am sorry to say you that your account has been suspended due to a very heavy DDoS attack. Attack was IP based and account should not be reopened.

    Thanks for your understanding!

    Kind regards,
    xxx, Servage Hosting
    Dec 04 - 14:26 GMT
    Customer

    Hi!

    All my domains are offline since last night.

    Could you please check this?

    Greetings xxx

  2. #2
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    While their responses leave a lot to be desired, you are not helping yourself with your responses either. You call them ignorant but you are expecting them to just leave your account active even if it is causing problems for other clients?

    No matter how long you have paid for on shared hosting, a host is not going to leave your account active when it is causing downtime for a whole server and they are unlikely to jump to help you when you are not taking their reasons for suspending the account seriously either.

  3. #3
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    Jun 2006
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    As far as i know, the only way to block DDOS Attacks is by the provider and not the webmaster. What should i do if i dont get ANY information about it?!

    I never provocated anyone to attack my domains and thats all i can do about DDOS attacks....

    They still dont react.

  4. #4
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    I can see why they would do but it really isnt the best approach to do, they cant control who does and does not get DDoS'd however they should have measures in place to protect against this,

    Simply write an email to Servage explaining that you dont know who was DoSing your website ask for more details as to which domain it was and logs of the attacks (so you may report it to the correct people)
    explain to them that you dont know who it is and that DoS protection should be down to them.

    Make sure you send this via an email and not as a live chat etc.. as if you email it you will have evidence of the conversation that may be reviewed later and if nessesary taking a bit further action, I suggest you review their ToS a little closer aswell to see exacally where you stand.

  5. #5
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    Jun 2006
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    Thank you very much for the answer. I think i will do this. But in the mean time my domains are offline...and offline...and offline...and they dont have any phone line, so i can just wait and wait...

  6. #6
    DDos attacks cant be set hold by client and you might not have enough logs to determine who is doing it
    ask servage to provide the logs from where the attack is pushing up with domain
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  7. #7
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    Quote Originally Posted by metapro
    Thank you very much for the answer. I think i will do this. But in the mean time my domains are offline...and offline...and offline...and they dont have any phone line, so i can just wait and wait...
    If they have no phone line the best you do is just wait i'm afraid,
    next time I recommend doing a little more research on a hosting company before you purchase, I cant see any reason why a company would not have a phone number unless they are not a very serious company.

  8. #8
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    Quote Originally Posted by InfoH
    If they have no phone line the best you do is just wait i'm afraid,
    next time I recommend doing a little more research on a hosting company before you purchase, I cant see any reason why a company would not have a phone number unless they are not a very serious company.
    Try opening a hosting company and paying the costs associated with phone support and then you might find out why some companies do no offer it.

  9. #9
    Quote Originally Posted by InfoH
    If they have no phone line the best you do is just wait i'm afraid,
    next time I recommend doing a little more research on a hosting company before you purchase, I cant see any reason why a company would not have a phone number unless they are not a very serious company.
    phone support comes at a price and servage is hosting 60,000 domains i guess so its not financially justified for them to provide phone support
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  10. #10
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    Quote Originally Posted by hashcoder
    DDos attacks cant be set hold by client and you might not have enough logs to determine who is doing it
    ask servage to provide the logs from where the attack is pushing up with domain
    I would like to, but no reaction anymore....

    Its a bad situation, the host doesnt give information, my users are angry about the downtime, and any new host tells me: Oh, your target of a DDOS, this might have a reason and could happen more often. So just stay away.

    One gave me the great hint to change domains.

  11. #11
    Quote Originally Posted by metapro
    I would like to, but no reaction anymore....

    Its a bad situation, the host doesnt give information, my users are angry about the downtime, and any new host tells me: Oh, your target of a DDOS, this might have a reason and could happen more often. So just stay away.

    One gave me the great hint to change domains.
    changing domain wont stop DDos attacks unless you wont tell any of your users that it belongs to you..very unrealistic
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  12. #12
    Join Date
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    metapro,

    Essentially what you're going to want to state is that you'll endeavour to avoid to be attacked in the future. You'll ensure that you will NOT provoke users on the internet.

    They might be nice enough to re-enable it on your behalf.
    Please note that they are your only friend in this situation: They have your data and they have the ability to turn it back on.

    Be nice to them.
    David
    Fused.com — web hosting for businesses that don't want to think about web hosting.
    Follow me on twitter @davidandgoliath

  13. #13
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    Jun 2006
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    But this isn't a solution. If there is a DOS again tomorrow, i will again be offline, will again not have provoked anyone and again have to wait for support answers, which dont come....

    BTW: I have the data. I just dont have the web access to it. Ftp works.

  14. #14
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    metapro,

    Your best bet would be to take backups of everything and find a host who will be able to deal with such attacks. Unless they're something beyond basic ddos there are quite a few hosts who would be able to deal with such attacks (and even if they are more then basic you can still find those who can handle them, just keep in mind that comes with a price also).
    Justin Schurawlow :: Technology Enthusiast
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  15. #15
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    Jun 2006
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    They now want to know what i will do against future DDOS attacks.

    But i CAN'T prevent them, no webmaster can. I really dont know
    what to answer other than i have not had any stress with anyone
    or any party.

  16. #16
    Join Date
    Nov 2003
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    UK
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    Simply tell them that DoS prevention is not something you can control, and that its down to them.

  17. #17
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    Dec 2006
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    32
    Might want to try to let them know that you have setup new firewall rules that will help on some of the known attacts. Just a thought.
    ServNX LLC - Leading into success
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  18. #18
    I have just checked and since February we have seen 3-4 big DDoS attacks on your domain name. Last night another one hit and we decided to take your account offline to protect our other customers.

    These have not been small attacks. The one last night generated around 950 mbps which is quite a lot. Even good DDoS protecting can not always protect the backend systems.

    It is a sad situation both for you and us. We hate to lose customers but in this particular case we have to think about our other customers.

    Thank you for your understanding in this matter.
    Steffan,
    Servage.net | Affordable Clustered Hosting

  19. #19
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    EU - east side
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    Last night another one hit and we decided to take your account offline to protect our other customers.
    That's understandable. Maybe a better communication with the OP would have prevented this thread from ever appearing.

    metapro, maybe with Servage's help you can determine which website(s) attract(s) these attacks, and keep them separated from your other ones.

  20. #20
    i've been with servage for 6 months and when my sites started to grow they were suspended everyday for using the max connections.
    also i had a domain with them and they register it with tucows,but now i don't have it anymore,tucows says i need to contact servage and servage says i need to contact tucows.
    overselling...

  21. #21
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    Quote Originally Posted by servage-stef
    I have just checked and since February we have seen 3-4 big DDoS attacks on your domain name. Last night another one hit and we decided to take your account offline to protect our other customers.

    These have not been small attacks. The one last night generated around 950 mbps which is quite a lot. Even good DDoS protecting can not always protect the backend systems.

    It is a sad situation both for you and us. We hate to lose customers but in this particular case we have to think about our other customers.

    Thank you for your understanding in this matter.
    That is not a problem IMHO. If a customer is getting ddos attacked (big attacks) then your other customers are loosing out aswell. I believe you did the right thing by suspeneding the account to prevent any future effect on other customers of the server.
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  22. #22
    950mbps sounds a lot to me. I suggest you look at providers who specialize in DDOS protection.

  23. #23
    Join Date
    Jun 2006
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    34
    I just ask four things:

    1. Why dont i get any information to what domain was affected nor the logs for the attacks(s) if it was SO big?

    2. When this has been so often, why did i never hear ANYTHING about this till now? The actual attack was the FIRST which was reported to me by Servage.
    I think i should have had the right to search the source if this really happened
    again and again. Now they just state things.

    3. Why doesnt Servage answer my questions in the ticket and just repeat "we had to close..." and "our other customers"....

    4. The hosting was prepaid for half a year, but they ignore my questions about getting a refund for the REST of the months i now cant use anymore. Is this professional?
    Wouldnt it be fair (if) to close the account and give the rest of the payment back?
    Last edited by metapro; 12-05-2006 at 12:53 AM.

  24. #24
    Quote Originally Posted by metapro
    I just ask three things:

    1. Why dont i get any information to what domain was affected nor the logs for the attacks(s) if it was SO big?

    2. When this has been so often, why did i never hear ANYTHING about this till now? The actual attack was the FIRST which was reported to me by Servage.
    I think i should have had the right to search the source if this really happened
    again and again. Now they just state things.

    3. Why doesnt Servage answer my questions in the ticket and just repeat "we had to close..." and "our other customers"....
    they have given right justification for closing the account but you can do is just ask them the domain affected and take it away from servage for time being as this will atleast bring your other sites online
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  25. #25
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    I asked more than once. They just dont answer me. Now i am at a point i dont want to go online anymore with servage. I am really disappointed.
    Right justification would have been if they closed the account and send me the log for the attack as well as the affected domains and give the rest of the money back. I would have understand this, if reasonable. Sure.

    This attack is still misterious for me. If you knew the pages you would understand what i mean. There was really nothing controverse on it. Not at all.

  26. #26
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    Too much trouble. I would move my site and would ask for a refund . . .
    Last edited by freeflyer; 12-05-2006 at 01:05 AM.
    Gonzalo
    "To venture is to risk one's life; not to venture is to lose one's reason to live"

  27. #27
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    @ freeflyer: I will. I just wanted to check the whole happening before moving a problem to another host. Thats not my kind of solving problems. I take my business really serious like most people here i think.

    They are just dont giving me the chance at all.

  28. #28
    Quote Originally Posted by metapro
    I asked more than once. They just dont answer me. Now i am at a point i dont want to go online anymore with servage. I am really disappointed.
    Right justification would have been if they closed the account and send me the log for the attack as well as the affected domains and give the rest of the money back. I would have understand this, if reasonable. Sure.

    This attack is still misterious for me. If you knew the pages you would understand what i mean. There was really nothing controverse on it. Not at all.
    their justification is right in terms of their TOS
    but if they are not able to provide you domain then you are struck..i would suggest look for other company to shift domains
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  29. #29
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    Quote Originally Posted by metapro
    @ freeflyer: I will. I just wanted to check the whole happening before moving a problem to another host. Thats not my kind of solving problems. I take my business really serious like most people here i think.

    They are just dont giving me the chance at all.
    I understand your frustration but is the attack against your site? Against your business? Against your host? Against your IP? how useful has been your host's support for this issue? They told you "account should not be reopened ". As far as I could see your host expects you to solve this issue by yourself. So it seems there are no other moves you could do to get your site back online as soon as possible.
    Last edited by freeflyer; 12-05-2006 at 01:44 AM.
    Gonzalo
    "To venture is to risk one's life; not to venture is to lose one's reason to live"

  30. #30
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    Although I do understand what a host has to do,
    I don't think current situation is very healthy.

    I mean, people doing DDOS are achieveing what they want and victims are punished, instead.
    That's not fair.
    Anyone in the industry thinking about correcting this situation?

  31. #31
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    Thank you extras, i think thats the point.

    In the mean time they told me they cant give me any logs or tell me what domain it was, because it was not domain based but ip based. (i think there would have been logs then, too, but...)

    My idea is that it seems (because they said they had more than one attack in all the time i was there) that i got an ip at servage of someone, who provoked attacks before. What i cant understand is, why they (the attackers) would have not realised this in half a year. The other idea is, that there never was an attack - at least not targeting me or my account...

    Finally i have to say that servage was at least so fair to promise me a refund - wishing me good bye.

  32. #32
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    You may want to look for a host specialized in anti-DDOS technologies.
    http://sharktech.net/ has DDOS protected web hosting, as well as servers,
    and you may want to contact and find out if they are willing to host your site.

    Probably there are others, but I don't know.

    If you find a good host with DDOS protection, please let us know.
    I'm sure there are other people who need this type of specialized host.

  33. #33
    DDoS firewalling is not enough in this case. The host must be willing to fight multiple ~950 mbps attack. It put a significant load on the uplinks even on a multi gigabit network.

    The amount of data to handle is the main problem. You will likely not find any hosts in budget segment (under $150/month) who will be willing to handle it.
    Steffan,
    Servage.net | Affordable Clustered Hosting

  34. #34
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    In the case which has still no logs from servage although these big attacks should have happened?!

    In the case which still has no chance to investigate the reason and the target because of the missing information from servage?!

    In the case where a simple webpage which had never any problem on any provider for 8 years should have forced nearly a complete network down?
    Last edited by metapro; 12-05-2006 at 05:45 PM.

  35. #35
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    Oct 2003
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    Just out of curiosity. Are your websites adult related?

    Suspension is the logical thing to do but I think it's obvious Servage just want you out of their server. They are not providing the logs for these attacks even though you and some people on these thread have requested such information.

    Also, I don't understand what they mean by what measures you plan to take to prevent these attacks. Let me ask you Servage, if you were the customer and your host asked you such a question what would your answer be?
    Last edited by vitalis; 12-06-2006 at 12:55 AM.

  36. #36
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    Quote Originally Posted by vitalis
    Also, I don't understand what they mean by what measures you plan to take to prevent these attacks. Let me ask you Servage, if you where the customer and your host asked you such a question what would your answer be?
    Good question! No logs available. No clear explanation
    Gonzalo
    "To venture is to risk one's life; not to venture is to lose one's reason to live"

  37. #37
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    In the mean time they told me they cant give me any logs or tell me what domain it was, because it was not domain based but ip based. (i think there would have been logs then, too, but...)
    Interesting... so you're you using a dedicated IP?

  38. #38
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    I gotta admit, this sounds like a crock to me. WAY too many excuses, refusing to provide logs? claiming the attack was amost a gigabit of traffic but they won't say anything? I'd be very curious about seeing a picture of a graph showing this attack if it were my sites..

    Something isn't right here.
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  39. #39
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    Quote Originally Posted by metapro
    I never ordered any dedicated IP and i were very surprised when i heared that. Till yesterday i thought servage provided me clustered hosting with no dedicated ip.

    But Servage wrote to me:

    "We are unable to see which domain on your account was targeted. All attacks has been IP based and targeted towards your (dedicated) IP. "

    I can tell you what page it is/was, its no secret at all: It is a Fanpage of a small local music band of my village. It never was target of any complications. Thats why i am so surprised by this story.

    And no, no porn site, no illegal content, no disput with anyone especially not
    about the page.
    That is one of the problems of using shared IPs. Out of reading what has been posted here one could assume that your host has not idea of what is going on and possible there might be other customers with the same shared IP and the same problem.
    Gonzalo
    "To venture is to risk one's life; not to venture is to lose one's reason to live"

  40. #40
    Quote Originally Posted by metapro
    Thank you extras, i think thats the point.

    In the mean time they told me they cant give me any logs or tell me what domain it was, because it was not domain based but ip based. (i think there would have been logs then, too, but...)
    how can they figure out IP based ddos was for ur domain
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