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  1. #1

    help-My website is suspended by iweb

    Yesterday morning (July 25), I found that my website was suspended- without notification or anything. I could not access cpanle/FTP.

    So I called iweb support immediately, the guy told me it was a abuse issue and it could only be dealt with through email. He told me i will get an email within 5 minutes .

    I waited 15 minutes and got nothing. So I opened a ticket in hub.iweb.com.

    5 hours later, I got an email , it says my website use too much system resouce and i should reply the email as soon as possible. I replied and asked what to do.

    20 hours later(now), I am still, I still got no answer.


    My website is a xoops based website. It was running without much problem for almost 4 years- about 1 year in dreamhost, more than 2 years in hostgator, and 6 month in iweb.

    My website is a small website, using only 1 or 2 Gig of bandwith. Normally,less than 10 visitors visit it at the same time.

    My questions are:

    1. If there is a bad script or anything that use the CPU a lot, should they notify me before suspend the website?

    2. In the email, they recommend me to move to dedicated server, is this why they suspend my site? just to sell more expensive service.

    3. What shall I do now? If they don't like my business, at least they should give me chance to move.

    Frankly speaking, before this time. I have noting bad to say about iweb. The down time was less than dreamhost from my experience.

    Anybody has ideas?

    Thanks

  2. #2
    Join Date
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    So why not move back to HostGator or DreamHost? Out of curiosity why did you move from your old providers if the site was running good?

    My guess (speculating here) was that you were trying to save money?
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  3. #3
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    It sounds weird, I also would like to know why did you move from them and you right now have Shared Hosting or a VPS?

  4. #4
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    What sort of site is it? i.e Blog/Community etc
    Follow me on Twitter: @conrjac

  5. #5
    Find out exactly was causing the problem from them before you move so that you don't have the issue again elsewhere.
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  6. #6
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    I'd recommend going back with one of your previous hosts or looking for a new one. I am also curious why you left the other two when you weren't having issues. Every web host has their own resource limitations, it is possible iWeb's are lower than the previous two.

    Best of luck.
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  7. #7
    I am glad that you just shared this information because I was looking at some of their plans and am now hesitant to order from them.

  8. #8
    Quote Originally Posted by MikeDVB View Post
    So why not move back to HostGator or DreamHost? Out of curiosity why did you move from your old providers if the site was running good?

    My guess (speculating here) was that you were trying to save money?
    Dremhost has lots of downtime , and slow. So I moved to Hostgator.

    Hostgator was great. Except that it was blocked by China end of last year. I have some customers from China and I don't want to lose them.

    I found some nice reviews in here about iweb, and I was happy with it untill yesterday...

  9. #9
    Quote Originally Posted by riderrider View Post
    Dremhost has lots of downtime , and slow. So I moved to Hostgator.

    Hostgator was great. Except that it was blocked by China end of last year. I have some customers from China and I don't want to lose them.

    I found some nice reviews in here about iweb, and I was happy with it untill yesterday...
    Did China block all of The Planet or just HostGator specifically?

  10. #10
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    Quote Originally Posted by riderrider View Post
    Dremhost has lots of downtime , and slow. So I moved to Hostgator.

    Hostgator was great. Except that it was blocked by China end of last year. I have some customers from China and I don't want to lose them.

    I found some nice reviews in here about iweb, and I was happy with it untill yesterday...
    Understood.

    You may also check with iWeb (as a last resort) to see what the cause of the high load was. Whether they have a recommendation on fixing it. If it's something you can fix without removing your site altogether.
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  11. #11
    Quote Originally Posted by connorjackson View Post
    What sort of site is it? i.e Blog/Community etc
    It was a small community site. It has a forum, a blog, about 100 users.

  12. #12
    Quote Originally Posted by Syfonic View Post
    Did China block all of The Planet or just HostGator specifically?
    I am sure China did not block the whole planet

    It is a long story about hostgator, when I got complains from my chinese customer, I believe the IP was blocked (there were nothing in my site to nervous chinese goverment and I did a though search within my site to make sure of it), and I did found that I shared the same IP with a porn site . So I got a dedicated IP and it did not help either.

    Anyway, after moving to iweb, my chinese customers are able to access it.

  13. #13
    aww, well i would consider emailing them and telling thme you'd like to resolve the issue and have them check into it more as to what is causing the spike in the cpu, meantime, sometimes a host will be nice enough to email you and wait for fix before suspending, but then again it depends on how bad your usage was, there not going to let other clients suffer due to being super nice to one other , so bare with and best of luck, if no such luck then check into other providers , best of luck let us know how it goes!

    Other then that, the type of site your running shouldnt have any issues at all, so im sure it should be a simple fix, maybe more help on your providers end as well
    Last edited by anon-e-mouse; 07-26-2009 at 05:01 PM. Reason: Merged Posts
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  14. #14
    Quote Originally Posted by admin-caperhosting View Post
    aww, well i would consider emailing them and telling thme you'd like to resolve the issue and have them check into it more as to what is causing the spike in the cpu, meantime, sometimes a host will be nice enough to email you and wait for fix before suspending, but then again it depends on how bad your usage was, there not going to let other clients suffer due to being super nice to one other , so bare with and best of luck, if no such luck then check into other providers , best of luck let us know how it goes!
    Thank you all for the reply.

    This is exactly I want to do: find out what the problem is and fix it.

    Personally, I don't want the trouble to move the site again.

    The thing is, they just ignore me.

    There is no email notification, nothing...

    If I have to move, I still need to get my data. I backed up my site last month, maybe I will lose one month of data... my bad this time

  15. #15
    well, im sure they will reply sooner or later, it's sad that it is a long wait for reply, but hopefully they will, also as soon as your problem is fixed i would start doing weekly or daily backups and keeping copies incase of any future issues
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  16. #16
    Join Date
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    Riderrider, I sent you a message on Twitter and on your blog about this issue.

    Can you please send me the ticket number of this.
    Sylvain Delisle
    Community Manager
    iWeb.com

  17. #17
    Hi fbc,

    I have PM you the numbers. Thank you

  18. #18
    Hi fbc, the number is [RQ #2890610] --trying to save you the trouble to check message Hopefully, we can fix this as soon as possible

    Thank you

  19. #19
    BTW, I don't have an account in twitter, you must send message to the wrong guy who has the same user name as mine he must be confused

  20. #20
    Join Date
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    1,016
    Good to see iWeb acting on the issue. Good luck getting it resolved.

  21. #21
    Quote Originally Posted by fbc View Post
    Riderrider, I sent you a message on Twitter and on your blog about this issue.

    Can you please send me the ticket number of this.
    Suggestion:

    when you shutdown a customer, and the customer service rep shunts the conversation to email, the very least iweb agent could do is meet the commitment made, and then to repsond to the ongoing conversation in a timely manner.

    There is nothing more frustrating than to deal with a customer service rep whose main goal is to shunt the problem without dealing with it directly.

    There is also nothing more damaging to a company's reputation than to employ or permit such tactics.
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  22. #22
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    Quote Originally Posted by plumsauce View Post
    Suggestion:

    when you shutdown a customer, and the customer service rep shunts the conversation to email, the very least iweb agent could do is meet the commitment made, and then to repsond to the ongoing conversation in a timely manner.

    There is nothing more frustrating than to deal with a customer service rep whose main goal is to shunt the problem without dealing with it directly.

    There is also nothing more damaging to a company's reputation than to employ or permit such tactics.
    Thanks for the comment.

    We always take this type of case very seriously. I already sent this case to Martin who will verify this with the management.

    I also ask to modify the suspension page (contact billing / support for more information)...!
    Sylvain Delisle
    Community Manager
    iWeb.com

  23. #23
    Quote Originally Posted by fbc View Post
    Thanks for the comment.

    We always take this type of case very seriously. I already sent this case to Martin who will verify this with the management.

    I also ask to modify the suspension page (contact billing / support for more information)...!
    Thank you again for the attention.

    However,after more than 48 hours, I still get noting. No email, no response for the ticket, no access to cpanel/FTP.

    In fact, I noticed the ticket I submitted were deleted without any explanation. Which is okay if they are working on it.

    The thing is: how big a deal is this whole thing? National security? I am using the system resource which is suppose to be used by the prime minister?

    If any of my scripts are using too much CPU power, just tell me, I can remove them. all right?

    If you don't like my business for whatever reason, tell me please. Give me chance to backup and move.

    Anyway, even with fbc's help, I am still ignored... It seems I am in deeeeeeep trouble now??!

  24. #24
    Join Date
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    You say that you've been running for over 4 years with no trouble. Let me ask you this...have you kept your script patched/upgraded to the latest versions in all that time?

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  25. #25
    Quote Originally Posted by AH-Tina View Post
    You say that you've been running for over 4 years with no trouble. Let me ask you this...have you kept your script patched/upgraded to the latest versions in all that time?

    --Tina
    Hi Tina,

    Thanks for the comments, I did keep updating my scripts. The last update was a few month ago without any trouble.

    Acutely, I was planning to do another update recently...

  26. #26
    Join Date
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    Montréal
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    Quote Originally Posted by riderrider View Post
    Thank you again for the attention.

    However,after more than 48 hours, I still get noting. No email, no response for the ticket, no access to cpanel/FTP.

    In fact, I noticed the ticket I submitted were deleted without any explanation. Which is okay if they are working on it.

    The thing is: how big a deal is this whole thing? National security? I am using the system resource which is suppose to be used by the prime minister?

    If any of my scripts are using too much CPU power, just tell me, I can remove them. all right?

    If you don't like my business for whatever reason, tell me please. Give me chance to backup and move.

    Anyway, even with fbc's help, I am still ignored... It seems I am in deeeeeeep trouble now??!
    Your site is now unsuspended. A team leader will send you an answer in 2 minutes.

    I'm trying to verify with the customer service manager WHY this case is not resolved.

    I will send you an email today with more details.
    Sylvain Delisle
    Community Manager
    iWeb.com

  27. #27

    Thumbs up

    Quote Originally Posted by fbc View Post
    Your site is now unsuspended. A team leader will send you an answer in 2 minutes.

    I'm trying to verify with the customer service manager WHY this case is not resolved.

    I will send you an email today with more details.
    Thank you very much!

  28. #28
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    New York City
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    Riderrider have you recived the email? I want to see if he stuck to the word

  29. #29
    I got the email, my website is back online now. However, they told me they don't have idea which file caused the problem.

    They told me my peak CPU used was 61%, kind of scary...

    Now, I refresh the cpuusage.php file in cpanel every 15 minutes. It always shows:

    At this time, there are no ressources usages for your account

    Hope this will not happen again.

    Thanks you all for the concern.

  30. #30
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    I'd be very concerned....

    How many days did it take to get unsuspended? 2-3?

    Once they figured out they didn't have any proof they finally unsuspended it?

    Looks pretty bad on iWeb that the rep here cannot even get an answer.
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  31. #31
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    I wouldn't expect them to do that level of debugging. If I had a site on that server I would be satisfied that the host was suspending other users for hogging resources (61% cpu time in this case) that are supposed to be available to the other sites on the server.

  32. #32
    Quote Originally Posted by Collabora View Post
    I wouldn't expect them to do that level of debugging. If I had a site on that server I would be satisfied that the host was suspending other users for hogging resources (61% cpu time in this case) that are supposed to be available to the other sites on the server.
    I 100% percent agree with you!

    It is fair for them to suspend my website even if I used more than 2% (which is their limitation).

    However, please at least notify me first before suspend it . Some warnings will be very very appreciated. They told me my site normally use 8.56% of CPU, which is a bad number already. They don't warn you or anything and hit you by surprise.

    Second, please tell me which files are the bad guys.

    When I was hosting in hostgator, I was able to see how much CPU my service was using. If some script was in bad state, I was able to kill it in cpanel. I remember that my CPU usage was rarely more than 1.5%.

    Since I moved to iweb this Feb., I did not do much modification on the website. So I have no idea which file is the monster.

    I am not saying that they lied about 61% or anything. What I mean is more information will be very helpful in this situation.

    BTW, If they have a tool to monitor and kill processes like hostagor, that will be great.

  33. #33
    Quote Originally Posted by serverorigin View Post
    I'd be very concerned....

    How many days did it take to get unsuspended? 2-3?

    Once they figured out they didn't have any proof they finally unsuspended it?

    Looks pretty bad on iWeb that the rep here cannot even get an answer.
    I noticed my site was suspended first thing in the morning of Saturday. After all the phone calls, submitting tickets (without response), asking help in WHT. My site was up around 1pm today(Monday) .

    I have to thank fbc again, without his help. I don't know how much longer I will have to wait.

    this is the email I got when my site was suspended:
    -----------------------------------
    Your account has now been reactivated to allow you to verify your
    scripts. Unfortunately our logs do not give information on what specific
    file was using ressources:

    Top Process %CPU 61.0 [php]
    Top Process %CPU 55.0 [php]
    Top Process %CPU 54.0 [php]

    The important information is that your account was using on avera 8.56%
    of CPU ressources, 4 times more than what is allowed on shared hosting
    and that the ressources where peaking at 61% CPU at their highest.
    -----------------------------------

  34. #34
    Quote Originally Posted by Collabora View Post
    I wouldn't expect them to do that level of debugging. If I had a site on that server I would be satisfied that the host was suspending other users for hogging resources (61% cpu time in this case) that are supposed to be available to the other sites on the server.
    I just realized you are running a hosting company yourself.

    So from your point of view, you would do the same thing? Suspend those bad guys (like myself) by surprise? and ignore him for a few days?

    If I move, I would not go to your hosting - of course, you will not welcome me either

  35. #35
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    I can't see 100 users bring down over overloading a server what script were you using and are there any know problems that may allow a hacker to use the script to mass email etc. It is not up to the host to make sure your scripts are not hacked is how they feel. It should be a joint venture to correct the problem.
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  36. #36
    Quote Originally Posted by rcrrich View Post
    I can't see 100 users bring down over overloading a server what script were you using and are there any know problems that may allow a hacker to use the script to mass email etc. It is not up to the host to make sure your scripts are not hacked is how they feel. It should be a joint venture to correct the problem.
    I agree with you! In fact, I did not expect them to make sure my script are not hacked.

    What I need is a little bit of notification and a little bit of information. May be this is already too much to ask for a shared hosting.I don't know...

    Now I can access my site, I am able to do some debug. Hopefully this will not happen again

  37. #37
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    That is surprising if you are truly only doing 1 - 2 gigs per month. I wonder if it was a HD space issue or something. I'm curious as to what "resources" they're referring to? Either way, the slow response time has got to be frustrating

  38. #38
    Quote Originally Posted by Dedico-J View Post
    That is surprising if you are truly only doing 1 - 2 gigs per month. I wonder if it was a HD space issue or something. I'm curious as to what "resources" they're referring to? Either way, the slow response time has got to be frustrating
    checked the statistics Today, the maximum bandwidth was 10.58 GB, average is 6.8 GB. used around 6 MB HD space .

    I set up a cron job with top command to see what is eating up the CPU resource. nothing suspicious so far,...

  39. #39
    Quote Originally Posted by Dedico-J View Post
    That is surprising if you are truly only doing 1 - 2 gigs per month. I wonder if it was a HD space issue or something. I'm curious as to what "resources" they're referring to? Either way, the slow response time has got to be frustrating

    Anyway,it is fair they suspend the website if my script were really using lots of CPU time. What pissed me was there were no warnings beforehand , no notifications before suspension, no explanations after suspension -5 hours after my first phone call, they notified me my website was suspended,which i already know then nothing for another 20 hours or so.

    However, I have to say I was happy with them before this whole things happened. Hopefully, they will improve their service,just a little bit more considerate will make everybody happy. They will have more business, I will get warnings whenever they want to do something on my website

    I still don't want to move away for the time being( I don't know if it is a right decision or not). The first thing I will do is to find out exactly what is happening in my script. And I will backup my website more regularly.

    Nobody is perfect, especially in this hosting business. I will have to forgive them this time (hopefully they will forgive for posting this thread in here -whatever

  40. #40
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    Quote Originally Posted by riderrider View Post
    Anyway,it is fair they suspend the website if my script were really using lots of CPU time. What pissed me was there were no warnings beforehand , no notifications before suspension, no explanations after suspension -5 hours after my first phone call, they notified me my website was suspended,which i already know then nothing for another 20 hours or so.

    However, I have to say I was happy with them before this whole things happened. Hopefully, they will improve their service,just a little bit more considerate will make everybody happy. They will have more business, I will get warnings whenever they want to do something on my website

    I still don't want to move away for the time being( I don't know if it is a right decision or not). The first thing I will do is to find out exactly what is happening in my script. And I will backup my website more regularly.

    Nobody is perfect, especially in this hosting business. I will have to forgive them this time (hopefully they will forgive for posting this thread in here -whatever
    I don't blame you. It may be easier to just have them fix it than to deal with moving it right now. From everything you said, it seems that they don't have any legitimate complaint against your site. I wish you luck in getting through to them and getting (and staying) up and running again.

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