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  1. #1

    Knownhost 3 month review, upgrades, and downgrades

    I am going to go through and tell you the story from start to finish.

    Well I bout a vps from them in October I think and everything was fine, I made sure I could cancel any time with them (forums.knownhost.com/showthread.php?t=1155) then I decide I want to downgrade my account to a resellers account, joel told me that they do not do downgrades he said I should buy a reseller's account and then send a support ticket to them to cancel the vps, so I did that only in order to find I was going to have to pay for the vps next month even though I was told I could cancel any time. When I tried to respond saying that they tol me to do this they ignored me saying

    "Trent,

    Here is a link to our TOS which explains our cancellation policy: knownhost.com/company/tos.html#4

    Please note, we require 7 days notice of cancellation. Please let us know how you would like to proceed.

    Best Regards,
    Jennifer
    KnownHost Sales"

    So shortly there after I made a post on there forum pointing out every thing and they then after I did that had someone do what they said they were going to do first.

    So now I needed a vps to run some scripts so I requested a upgrade and they said.

    "Trent,

    According to our records you do not have an active VPS account with us. All the contents of your VPS were deleted off our server the end of December. Please let me know how you would like to proceed.

    Best Regards,
    Jennifer
    KnownHost Sales"

    WOW, if I only have ONE account witch one do you think I want to upgrade? So I ended up buying a vps and then asking them to delete my old account. So I buy this and then what do you know they SCREWED up all of my domains! I can not change the name servers or any thing. I also can't transfer the domain to anywhere else.

    SO here is is lesson learned: Knownhost may have great tech support but if there sales team refuses to listen then they dont deserve to have your business.
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  2. #2
    Join Date
    Aug 2004
    Posts
    616
    I think you may have misunderstood their TOS. (althought the staff member on the forums should have mentioned you still need 7 days notice) You can cancel at any time but whatever time you wish to cancel, you would still need to give 7 days notice whether you decide to cancel at the beginning of the month, in the middle, or at the end.

    Don't know if I explained myself right here but you can get the idea.
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  3. #3
    Join Date
    Apr 2006
    Posts
    1,120
    The thread you linked to proves nothing, all it says is that you can cancel at any time (that is, there is no contract), but this doesn't meant you don't have to give notice. I don't see what Knownhost have done wrong here.
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  4. #4
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by trnt94 View Post
    I am going to go through and tell you the story from start to finish.

    Well I bout a vps from them in October I think and everything was fine, I made sure I could cancel any time with them (forums.knownhost.com/showthread.php?t=1155) then I decide I want to downgrade my account to a resellers account, joel told me that they do not do downgrades he said I should buy a reseller's account and then send a support ticket to them to cancel the vps, so I did that only in order to find I was going to have to pay for the vps next month even though I was told I could cancel any time. When I tried to respond saying that they tol me to do this they ignored me saying

    "Trent,

    Here is a link to our TOS which explains our cancellation policy: knownhost.com/company/tos.html#4

    Please note, we require 7 days notice of cancellation. Please let us know how you would like to proceed.

    Best Regards,
    Jennifer
    KnownHost Sales"

    So shortly there after I made a post on there forum pointing out every thing and they then after I did that had someone do what they said they were going to do first.

    So now I needed a vps to run some scripts so I requested a upgrade and they said.

    "Trent,

    According to our records you do not have an active VPS account with us. All the contents of your VPS were deleted off our server the end of December. Please let me know how you would like to proceed.

    Best Regards,
    Jennifer
    KnownHost Sales"

    WOW, if I only have ONE account witch one do you think I want to upgrade? So I ended up buying a vps and then asking them to delete my old account. So I buy this and then what do you know they SCREWED up all of my domains! I can not change the name servers or any thing. I also can't transfer the domain to anywhere else.

    SO here is is lesson learned: Knownhost may have great tech support but if there sales team refuses to listen then they dont deserve to have your business.
    Trent,

    You have a strange way of explaining what happens when you change IP's such as dropping a cPanel/WHM Reseller account in our Texas datacenter for a VPS in California (with no control panel provided by us). When moving from datacenter to datacenter like that you need new IP's of course so you need to let the Internet update across the globe. DNS propogation takes time as we stated and there isn't anything anybody can do about it. Saying domains are lost is bogus as we have nothing to do with what you did with your Reseller account. You opted for a no control panel VPS so we didn't do the migration (free) as we do with cpanel to cpanel migrations (these are done daily).

    Yes, you are correct we don't downgrade thru our billing system a VPS to a Reseller account as this requires a fresh new account to be provisioned with new IP's. So when a customer wants to do this they do need to signup for a Reseller plan, ask us to migrate the data, then cancel your VPS. In your case you never paid the renewal your stating so not sure why that was brought up. We took care of that from what I can see as we do in circumstances when someone is downgrading, migrating, etc.


    To sum this up, we have provided you excellent service and your above post is just out of hand. I have no problem discussing this if you want to call the office. We are all professionals and to be quite honest your post has me quite puzzled.

    -Jay
    Last edited by KnownHost; 01-19-2008 at 06:01 PM.
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  5. #5
    I am not complaining that they wouldn't cancel the account I am complaining that I cann't change my nameservers or trasfer the domain. They are pretty much forcing me to stay with them because I cant transfer me domain name or anything.

    Why don't my give me some im info, I have everything.
    Last edited by trnt94; 01-19-2008 at 06:07 PM.
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  6. #6
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by trnt94 View Post
    I am not complaining that they wouldn't cancel the account I am complaining that I cann't change my nameservers or trasfer the domain. They are pretty much forcing me to stay with them because I cant transfer me domain name or anything.
    What are you talking about? When did you ask us to transfer your domain elsewhere? I see a ticket asking us to update your nameservers to the IP's you just got with your new VPS in California. You ordered last night at 9pm EST and got your welcome email with your login information at 10:30pm EST. How is KnownHost at fault for anything your speaking of? Please explain.

    Just so you know we would be more then happy to have you transfer your domain to a different registrar. Just ask us for the EPP code and I will get it done.

    -Jay
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
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  7. #7
    The problem is that you billing software isn't letting me get into the domains panel and no one will help me!
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  8. #8
    This will be easyer to resolve of a live chat then a forum, can you give me some info.
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  9. #9
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by trnt94 View Post
    The problem is that you billing software isn't letting me get into the domains panel and no one will help me!
    First, WHT isn't our support system and second explain what are your talking about. Who didn't help you? We have replied to all your tickets and copied/pasted your nameservers with the new IP's directly from Enom's interface. Again, this isn't instant and again this has nothing to do with KnownHost. You really seem to not understand how this all works. We have done nothing wrong with you since you signed up. In fact, we have gone out of way and continue to but you still find a way to complain. DNS propogation takes time as I or anyone else can confirm. If your not satisfied please submit your cancellation notice as this is just way out of control. Your ticket to our Billing team threatening to come to WHT to make the crappiest review (your exact words) seems to have happened but it turns out based on lack of knowledge on your part. We have done nothing wrong as I have stated and double/triple checked on our end.

    -Jay
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
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  10. #10
    WHat I am saying is a billing.knownhost.com when I click on my sites and then my domains and then my domain I get a error, I would really like some im info so this thread can get deleted.
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  11. #11
    Join Date
    Apr 2006
    Posts
    1,120
    Quote Originally Posted by trnt94 View Post
    WHat I am saying is a billing.knownhost.com when I click on my sites and then my domains and then my domain I get a error, I would really like some im info so this thread can get deleted.
    I don't think threads get deleted.

    I have to side with KH here, from what I can tell they have provided you with everything you wanted, the problems seem to arise from your lack of knowledge about DNS.

    Also, AFAIK Domain Registrars aren't allowed to prevent you from transferring domains, changing IP's or Nameservers etc, and I'm sure a company like KH knows this and respects this, so again I am going to have to side with KH here...

    Finally, you are now claiming that there is no problem with canceling, and yet your original post clearly stated you had an issue with the cancellation process. Can we assume that you've realized you are in the wrong?
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  12. #12
    Join Date
    Jan 2006
    Posts
    1,915
    Please try it again. That doesn't affect you on the backend at all though. As for deleting this post (can't happen), I think it is obvious that should be done but it won't be. Maybe you apologizing on this thread would be best. I am still puzzled why this was posted.

    -Jay
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Hybrid, and Dedicated Servers

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  13. #13
    thank you thats all I needed this entire morning, please lock this thread or delete it.
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  14. #14
    Join Date
    Jan 2008
    Location
    Spain|Catalonia|Barcelona
    Posts
    18
    Hi,

    I am client this is a KnownHost, my service is the vps y am guaranted funcionaviliti 100% non problem an the staff solution the problems 3 am 4 am and are installed software above hours back.

    Non problem on KnownHost my location from provide Spain, sorry mi english.
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  15. #15
    Join Date
    Jan 2006
    Posts
    1,915
    Quote Originally Posted by Ferlix View Post
    Hi,

    I am client this is a KnownHost, my service is the vps y am guaranted funcionaviliti 100% non problem an the staff solution the problems 3 am 4 am and are installed software above hours back.

    Non problem on KnownHost my location from provide Spain, sorry mi english.
    Many thanks. We enjoy working with you. It's good this thread turned out positive. Have a nice weekend.

    -Jay
    KnownHost Managed VPS Specialists
    Toll Free: (866)-332-9894
    Fully Managed VPS, Hybrid, and Dedicated Servers

    RocketVPS.com - Premium Unmanaged VPS Hosting
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  16. #16
    Join Date
    Jan 2008
    Location
    Spain|Catalonia|Barcelona
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    18
    Quote Originally Posted by Knownhost - J View Post
    Many thanks. We enjoy working with you. It's good this thread turned out positive. Have a nice weekend.

    -Jay
    Thanks in the staff KnownHost for this support.
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  17. #17
    I would like to formally apologize for my behavor, it was uncalled for and not right, I just got very frustarted with them when I couldn't get into the domain panel. Anyways if you could pm me some im info that would be helpfull because I am having some problems installing a script (My upload keeps stoping mid steam)
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  18. #18
    Join Date
    Jun 2004
    Location
    North of some border
    Posts
    5,589
    We appreciate your apology. The thread is now closed as requested.

    Lois
    Do you have a WHT question or concern? Please open a helpdesk ticket.

    "Do what you can, where you are, with what you have." Theodore Roosevelt
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