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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
    Dec 2007
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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
    Join Date
    Apr 2009
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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
    Join Date
    Dec 2007
    Location
    UK
    Posts
    951
    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
    Join Date
    Jun 2006
    Location
    NYC / Memphis, TN
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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
    Join Date
    Jun 2006
    Location
    NYC / Memphis, TN
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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
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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
    Nov 2003
    Location
    Montréal
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    140
    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
    Sep 2007
    Posts
    1,018
    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
    Join Date
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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
    Feb 2001
    Location
    West Michigan, USA
    Posts
    9,687
    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...

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