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WHEN YOU SHUT ME DOWN FOR A PHP EXPLOIT, WHY NOT JUST HAVE AN ERROR MESSAGE ON THE SITE INSTEAD OF THIS SUSPENDED BILLING NOTICE.

THAT MAKES US LOOK LIKE WE ARE FLAKES.

 

and because of some php exploit I am locked out of the domain and can not fix it and have to wait for you while all my customers see that there is some BILLING problem like we are broke.

Edited by agroamer
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When an account is suspended ( because of any reason ) we simply have a message that says "Please contact the billing/support department as soon as possible." because it could be a billing or ( as is the case this time ) an issue where you need to contact the support desk.

 

If you reply to the email we sent regarding this - we'll get it sorted for you.

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When an account is suspended ( because of any reason ) we simply have a message that says "Please contact the billing/support department as soon as possible." because it could be a billing or ( as is the case this time ) an issue where you need to contact the support desk.

 

If you reply to the email we sent regarding this - we'll get it sorted for you.

 

 

Yes and 5 minutes of this is too much. I understand that you have concerns about this exploit, but giving a customer a minute to fix something and bringing down their entire site for it is ridiculous. It's shameful. I am seriously worrying about other clients that I have on this server. I am a reseller account with no prior notice of the problem. This is not a way to customer serve anyone who has faithfully and earnestly run a business here and who has not intentionally or otherwise done anything wrong.

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I'm sorry but we are not going to wait if your site becomes exploited. This has nothing to do with your history with us, our goal is to protect the server and the other users hosted on it.

 

As for the suspension page, that is the default page and is served from YOUR reseller account. The page we provide is much more tactful, see https://inysh.snhdns.com/suspended.page/ . If you want your suspended page to display something other than the default, you can modify the page located in your primary account under /public_html/suspended.page/

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I'm sorry but we are not going to wait if your site becomes exploited. This has nothing to do with your history with us, our goal is to protect the server and the other users hosted on it.

 

As for the suspension page, that is the default page and is served from YOUR reseller account. The page we provide is much more tactful, see https://inysh.snhdns.com/suspended.page/ . If you want your suspended page to display something other than the default, you can modify the page located in your primary account under /public_html/suspended.page/

 

 

That sounds great except that I can no longer ftp into the site to set the other page on.

Also, why not give someone a few minutes notice, like even 20 minutes notice to figure out what to do, since that has been running for over 8 months on this server already without any notice. As I said, the way this was done is unprofessional and damaging to your customers.

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That sounds great except that I can no longer ftp into the site to set the other page on.

Also, why not give someone a few minutes notice, like even 20 minutes notice to figure out what to do, since that has been running for over 8 months on this server already without any notice. As I said, the way this was done is unprofessional and damaging to your customers.

 

 

Having a compromised account remain active is unprofessional and damaging to all users on that server. There are no exceptions to our procedure of "suspend then notify", it is part of our Security Policy and we will not be changing this. The best thing I can suggest is to review your sites and insure they are up to date and have proper file permissions

 

If you are having issues accessing your account then you will need to update your ticket as we cant resolve the issue in these forums.

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Having a compromised account remain active is unprofessional and damaging to all users on that server. There are no exceptions to our procedure of "suspend then notify", it is part of our Security Policy and we will not be changing this. The best thing I can suggest is to review your sites and insure they are up to date and have proper file permissions

 

If you are having issues accessing your account then you will need to update your ticket as we cant resolve the issue in these forums.

 

Hi Dick, Yes, you're right. I do understand that this is imperative and the way to handle it. Unfortunately I get the feeling that support is not going to answer me for hours. I've sent in several messages to identify the offending script and can't really get that information. How is anyone supposed to know what the issue is? The developers that created the script (which I understand is used by Cisco, Hotscripts and others) is willing to fix any vulnerability. Also, I objected more to the "suspended" notice but now you've pointed out, and I understand that I had some control over that.

and secondly the issue of why they couldn't just have locked the single offending script instead of the entire site.

 

Now I'm about 4 hours down the line, deleted my entire directory by mistake, asking for a backup and no replies.

During holiday time, which it is for me, I find I'm fending off this issue, and seeing the upcoming server changes that are going to take a chunk out of work time to do while we are in our busiest season. It's very frustrating since i use the website to make a living.

 

Even the live chat hung up on me. Saw me coming and went, ooops, don't talk to that customer, it's a headache waiting to happen.

 

I apologize for my attitude and ranting here, but it's more than a frustration, it's a loss of income at this point.

 

How can I resolve it?

If this is a money issue, I'll be glad to pay for it. I pay the $35.00 a month, maybe I need to pay more. If it's just a script then delete that one and let's move on, but I'm getting the feeling now that there is more to it. So please, what kind of begging do you guys need me to do, and how many apologies to get this site back online properly so I can do my thing.

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While I see no issue with the initial handling of your suspension, I will be looking into why there was such a delay in our responses, as well as the issues with live chat. I updated your ticket earlier concerning the details of the compromise and had our technical department complete your restore request. If you have any other issues please update your ticket and we will investigate.

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Hey Dick,

 

 

I found my suspended.page but can't seem to edit it.

 

How do I do that?

 

thanks

 

Mike

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Thanks Bruce,

 

I was able to double click the suspend.page, which listed the index.html, THEN I was able to highlite it and click the

edit button and change the message right there without FTP.

 

When I went back to look at it again it had kept my changes.

 

thanks.

 

mike

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Yep, I know. But I figure the original just means you have either a billing or support issue and you have to check in to find

out either way.

 

So, knowing that, I could edit the message to say contact TCH and it wouldn't matter.

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Hey Mike, where did you find the suspended.page, I looked and can not find it....

 

Thanks

It will be in your primary site for your reseller accout at /home/username/public_html/suspended.page/

 

If its not there just create that directory and an index page.

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Yep, that's it.

 

Thanks, Dick; I got quite busy for Veterans Day and didn't get back here.

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